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A versatile senior project manager possessing over 25 years of IT industry experience in the management and oversight of all facets focused on project standards for commercial and government clients. Possesses particular passion for improving, planning, managing, and executing processes following industry best practices such as PMP and ITIL while delivering customer service using repeatable and high quality solutions across integrated engineering disciplines. Business Relationship Management Program Management Performance Management Business Process Improvement Federal Project Management Vendor Management Operations Management Service Management
Career Highlights Managed IT Tier 2 Field Support technicians at customer sites providing daily interaction with the user population to resolve incidents meeting SLA requirements. Coordinated with other support towers providing centralized shared services, including Service Desk, Network Operation Centers, Security, Engineering, Distributed Systems Engineering and Desktop Engineering as the IS Infrastructure Delivery Manager. Restructured the support staff resulting in staff reduction from 37 to 20 technicians using ITIL processes. Managed the daily activities of configuration and operation of business systems and enforced security procedures. Managed a team of 49 IT technicians supporting a large government agency contract including incident management, change management, and problem management measured with Service Level Agreements. Brought the agencys ticket count from 2000 tickets down to 900 tickets in three months. Managed independent IT hospital projects insuring the network cabling was completed on time and under budget across multiple locations. Directed and coordinated vendors activities on a daily basis to eliminat e project waste with time and resources. Each project required managing construction, multiple servers, and network cabling while continuous patient care was not interrupted during any of the projects. Developed a quarterly customer service survey to measure staff performance with Loudoun County Government DIT. Designed and wrote the survey for 2600+ employees feedback in analyzing engineers job performance countywide. Produced monthly performance statistic reports on workload metrics. Reduced staff by 27% and improved customer service. Revamped staff logistics locations that resulted in improvements in response time. Developed a proposal and implemented a telecommuting program for 15 medical records personnel to be able to work from home saving hospital resource costs. Researched vendor choices for required hospital network environment, participated on the procurement committee, procured the computer hardware/software for the project, configured, installed, and trained medical staff on proper use of new hardware/software. Medical staff produced reports productivity increased by 50%. Produced hospital LAN network standards for procedures. Documented network and IT staff procedures improving inventory control as well. Strengthened hospitals network structure as a result of the newly developed standards. Each wiring closet labeled correctly in the event of cabling failure to expedite quick resolution ensuring physicians had access to patient records. Project manager building a VPC (Virtual Proposal Center) proposal rooms providing a centralized proposal development environment. The projects purpose was to create processes and an environment that works collaboratively with other internal organizations. The project was completed on time and under budget. Staffed two large federal agency disaster exercises with competent computer technicians for one week period. Staff was pulled from 25 offices while continuing daily government business. Recognized by agency executives for successful implementation and team commended for exceptional performance. Member of a Crisis Management Team representing the corporations Information Technology requirements in the event of an emergency or disaster. Participated in mock exercises and trained staff of proper procedures to follow when needed.