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Information Technology Professional, with Federal Contract Administration and Technical Team Leadership experience, seeking a challenging assignment
Certified Lean/Six Sigma Green Belt; expertise in utilization of ServiceNow and Remedy 8.1
Long-term career experience and exceptional strengths in collaboratively interfacing with personnel across multiple Regional Offices to coordinate and ensure compliance with contract parameters including negotiated Statement(s) of Work and Service Level Agreements
For all Offices expertly ensure provision of highest levels of deskside support, problem identification/resolution, staff personnel direction and asset inventory management, maintaining consistent 95% accuracy levels
Continually demonstrate well-developed knowledge and expertise in Incident/Problem/Change process and procedures as well as Workflow Administration and Reporting
Chair regularly-scheduled meetings with all involved parties crucial to assuring clear and continual communication regarding benchmark achievement progress while surfacing issues for consideration
Proficiency in MS Office Suite, Windows 7 / 8.1 / 10
Leidos, ITIO Contract 2017 Present
Regional Site Manager/Primary Government IT Contract for HHS
Effectively lead interfacing and liaison activities between HHS Regional Federal Staff and company for all contract-related issues, overseeing day-to-day work performance of 13-person staff and managing infrastructure and individual reguirements of 13 Region and six Sub-Office locations.
Ensure continual compliance with all aspects of contractual SOWs and SLAs, rapidly responding and mitigating or remediating any issues; diligently review open work tickets on daily basis to ensure updating and identify work status. Also ensure that tickets contain clear and accurate information, and regularly monitor call resolution(s) to ensure adherence to SLA parameters.
Successfully utilized expertise in working with Microsoft software and Windows OSs to manage Windows 10/Office migration to Regional offices; held comprehensive responsibilities for scheduling office moves, refreshing PCs and other crucial office equipment such as copiers, and upgrading infrastructure/systems while providing corporate management with detailed and accurate updates.
Expertly manage Regional office inventory and hold other administrative responsibilities for developing and delivering quarterly and annual Performance Reviews, determining merit increases, approving time recording and approving any requested leaves of absence.
Responsibilities include chairing weekly meetings with organizational on-site staff, representatives from company departments as well as functional areas outside of Leidos, and contractors. Continually interact with external vendors to surface and resolve problems or other issues.
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Lockheed/Leidos, CITIC and CECS Contract 2004 - 2017
Regional Team Lead/Primary Government IT Contact for Centers for Medicare and Medicaid Services (CMS)
Successfully managed infrastructure and met varied requirements for 12 Regions and the District of Columbia, assuring compliance with all contractual SOWs and that commitments were complementary to DeskSide Support parameters; also served as Acting Regional Manager for eight months. Held primary liaison role between CMS Regional Federal Staff and company and led weekly meeting that involved IT coordinators, administrators, executives, on-site staff, internal company departments, external support groups and contractors. Conscientiously worked with all involved departmental leadership to identify and resolve issues/problems and provided initial response to surfaced problems that were below program standards; worked closely with Dell organization and chaired Dell Service review meetings.
Took lead role in successfully accomplishing major efforts such as PC/copier refreshment actions; oversaw five refreshment activities that involved 2000+ desktops and all supporting peripherals; was responsible for coordinating asset delivery as well as disposal of refreshed assets, resolving any issues that surfaced during activities, and ensuring completion of the process before deadlines and under budget.
Successfully oversaw refreshment activities for the 7470 Desktop at 12 Regional Office/DC location. For this assignment coordinated delivery and disposal of assets, oversaw hard drive destruction/disposal, resolved issues, managed repair report from Dell that addressed Dell repairs, and apprised Lockheed Martin management of unusually high motherboard failure rate among 7450 equipment.
Managed upgrade to new generation servers for 11 Regional Offices including ensuring adherence to installation schedule, overseeing/verifying disposal of hard drives/backup tapes and recording success in completing assignment ahead of schedule and under budget. Oversaw San Francisco, Denver and Seattle office moves, managed regional GroupWise migration to MS Outlook, and supervised cable plant rework at offices in Boston, New York, Philadelphia and Washington, DC. Also served as Maa5360 Administrator.
Steered Leidos DeskSide Support activities including reviewing any issues/problems/incidents and managing assignment of Change/Service Requests for staff. Followed-up with staff on open Change/Service Requests, worked closely with CMS Technical Leads to resolve any issues and reported to CMS for scheduled deliverables and any Ad Hoc requests.
Conscientiously interfaced with warehouse in managing Regional inventory, assuring accuracy and QC; reviewed weekly reports, instituted corrections and followed-up with staff to assure remediation. Performed monthly Regional asset audits and utilized ServiceNow to develop 30+ reports to monitor/manage Regional/Central Office assets. Was additionally tasked with managing/maintaining Desktop Catalog and Catalog process that included researching new products and the applicability of suggested products for inclusion.
Lockheed Martin, HHPS Contract 1994 2004
MicroComputer Branch Manager/Primary Government IT Contact for Housing and Urban Development IT Services
As Senior Lockheed Martin representative for offsite infrastructure installations, oversaw work production for 15 Deskside technicians working at HUD central office; assisted in developing Windows 7 OS and managed projects including Oklahoma City Murrah Building asset recovery, and installations in Kansas City, Roslyn, Fairfax, Manassas, Arlington, Washington DC, San Francisco and Hawaii.
Skillfully managed four refreshment activities, each involving 10,000+ in desktops and peripherals; interfaced with Lockheed Engineering in developing replacements, coordinated asset delivery/disposal, participated in testing motherboard and resolving issues, and assured that all refreshes were completed ahead of schedule and on budget.
Earlier served with BancTec Service Corporation as a Services Contract Project/Program Director and a Customer Service IT Technician, and as a Field Service Technician for International Business Machines
Community College of Baltimore County, Graduate, 2005
Certified Lean/Six Sigma Green Belt
ServiceNow Certification; in progress
Hiring Agent Name
City, State Zip Code
I am currently seeking a challenging Technical Team Lead or Manager assignment and am submitting my resume for your review. As an individual with an exceptionally long and stable career and who has gained extensive experience and expertise providing outstanding oversight of service delivery and government contract administration and compliance, I believe you will find me well-suited to the requirements of this position.
I have achieved Certification as a Lean/Six Sigma Greenbelt and strengths in the implementation of ServiceNow and Remedy 8.1 programs. Since 1994 I have served in several management assignment for the Lockheed Martin / Leidos organization and have gained crucial skills including managing and directing government contracts, and assuring compliance with negotiated contracts including adherence to Statement(s) of Work and Service Level Agreements as well as steering the work performance of multiple staff personnel.
I also continually utilize my IT technical expertise in dealing with issues involving software and hardware, system migrations, managing network installations, and overseeing troubleshooting and problem remediation.
I have developed skills in collaboratively interfacing with multiple personnel and management levels, both governmental as well as corporate, clearly and concisely communicating information necessary for consideration during problem resolution and other critical activities. My assignments have included chairing meetings with representatives from multiple entities involved in leading and accomplishing tasks directed toward positive outcomes and results.
Throughout my career I have exhibited a commitment to quality and consistent compliance with critical governing directives, standards, policies and procedures. I am confident in my ability to deliver immediate and long-term results, and you will find me to be a performance-driven leader and collaborative team player focused on achieving and surpassing goals.
I am eager to discuss how my qualifications match your needs, and look forward to interviewing with you at your earliest convenience.
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