Global Enterprise Solutions

January 2018 - Present

Title: Program Manager

Skills:

• Telecommunications Program Management.
• ITIL Process design and improvement.
• vSphere virtual system design, administration & support.
• Sharepoint Site Administration.
• Palo Alto Firewall Administration.

Duties:

I am responsible for SES-GS Telecom Projects in Alaska and Southern California including:

• Developing budgets and operating plans
• Managing a team with a diverse array of talents and responsibilities.
• Ensure goals are met in areas including customer satisfaction, safety, quality and team member performance.
• Implementing and managing changes to project deliverables.
• Meet with stakeholders on project performance and issues.
• Produce timely and accurate project reports.
• Analyze and manage project risks.

Assist with special projects and business development.

Aviation, Communications & Homeland Security Group
Domestic Solutions Division

September 2001 - December 2017

Title: Senior Applications Development & Support Manager

Skills:

• IT Project management
• ITIL Process design and improvement
• Videoconference engineering and administration
• vSphere virtual system design, administration & support
• Email administration
• Filtering administration (Web & SPAM)
• Database administration & design
• Web presence development & administration
• Sharepoint Site Administration
• Palo Alto Firewall Administration
• Riverbed Steelhead Administration
• Cisco Routing and Switching administration
• Linux administration

Duties:

Engineer, deploy, and manage custom IT Service Applications for health and educational customers.

Manage continual cycle of IT Process Improvement, with a focus on integration of systems for production gains and increased customer satisfaction.

Daily management of 4 Palo Alto Security appliances, 50+ Riverbed Steelhead optimization appliances, 2 Barracuda Backup systems and 8 vSphere hosts deployed at our operations centers in Alaska and Montana.

Design and maintenance of operational virtual infrastructure, across 3 geographically disperse locations.

Regular consultation with health and educational organizations on how to accomplish organizational objectives with currently available technologies.

Hire, train and develop IT staff in the support of internal operations and for IT Project assignments in support of health and education contracts.

Research IT trends to identify technologies than can be utilized to leverage and expand existing and future contract opportunities.

Business Care Support Management

October 1999 - September 2001

Title: Client Care Team Manager (Kansas City facility)

Skills:

• Visual Basic development of a call queue monitoring application used by call center team technicians.
• Manage and training of business support technical team.
• Call monitoring and coaching of technicians.

Duties:

Manage business hardware and software support team for the Gateway Kansas City call center. This included coaching and monitoring technicians phone interactions. Managing staffing levels based on active call center volume and projected volume levels.

During my time with Gateway, I developed a web application that interfaced with the Lucent phone system to provide essential call statistics to centrally located team systems. The information was utilized to keep on duty technicians informed of current call center volume trends and allow them to modify call flows to optimize customer interactions.

October 1999 - September 2001

Greater Kansas City Area (Missouri and Kansas)

Title: Owner Operator

Skills:

• MS Access Custom application development for Critter Sitter's of Kansas City.
• Network setup and maintenance for assorted small business customers.
• Operating system patch and maintenance.
• Microsoft operating system and application training and consultation.
• MS Visual Basic for applications programing.
• Visual Basic programming, application development.
• Business requirement analysis for purchase recommendations.
• Website development
• Custom help desk application development with issue tracking, reporting, and customer management functions.

Duties:

Developed custom IT applications in support of small business needs in the Kansas City Area. This included custom database development in support of business operations and client management.

Provide consultation on IT equipment needs and perform maintenance on existing systems.

Build and maintain online presence for small businesses, with integrated customer contact and e-commerce capability.

Provide training on MS Office applications for intermediate to advanced users.