CACI International, Inc.
June 2024 – Present – Program Director | Enterprise IT Operations & Maintenance
Cybersecurity & Infrastructure Security Agency, Department of Homeland Security – IT Contractor
Full-time | Hybrid
Lead a team of 100 cloud architects, engineers, project & program managers, software developers, and technicians performing engineering, operations, and maintenance of cloud-first solutions for the Office of the Chief Information Officer (OCIO). Service areas include Identity, Credential, and Access Management (ICAM), Azure tenant and infrastructure, Microsoft 365 (M365), Cloud InfoSec, Compliance, and Risk Management, Endpoint Engineering, Dynamics 365 and SharePoint Online DevSecOps, and Project Management Office (PMO). Present task order updates, changes, challenges, and risks to C-suite executives on the task order and programs directly supporting the mission enablement within CISA. Develop policies, standard operation procedures, and approval workflows for service delivery, ensuring that SLAs are met and driving high-visibility projects to completion. Mature engineering and IT operations practices and service delivery methodologies.
Highlights from my time in this role
Information Security management; Scaled Agile Framework PMO alignment; Engineering & Operations Support; Software Engineering & Operations; SOW development; RFI/RFQ responses; Customer Relationship Management; Program & Portfolio Management; Risk Management; Quality Assurance; Change & Configuration Management.
October 2023 – May 2024 – Sr. Program Manager | Engineering Portfolio
Cybersecurity & Infrastructure Security Agency, Department of Homeland Security – IT Contractor
Full-time | Hybrid
Direct the team within the Program Management Office (PMO) to deliver project and program deliverables on engineering programs for the Office of the Chief Information Officer (OCIO). Present regular progress updates to C-suite executives on projects and programs directly supporting the mission enablement within CISA. Team resourcing for engineering programs to support the greenfield deployment of cloud infrastructure and technology platforms. Ensure compliance with the documented systems engineering lifecycle (SELC) through all phases, to include: planning, requirements definition, design, development, integration, test, disposition, implementation, operations & maintenance.
Highlights from my time in this role
Information Security management; ITSM Process Maturation; SAFe PMO alignment; New team recruiting & on-boarding; Team Portal Development & Deployment; Engineering & Operations Support; SOW development; RFI/RFQ responses; Customer Relationship Management; Program Management.
September 2022 – October 2023 – Sr. Program Manager | IT Operations
Cybersecurity & Infrastructure Security Agency, Department of Homeland Security – IT Contractor
Full-time | Hybrid
Responsible for developing the operating support model and teams to support the greenfield deployment of a cloud-first, next generation enterprise network. Direct a technical team including subject matter experts (SMEs), platform architects & engineers, Identity & Credential Access Management (ICAM) engineers and specialists, Azure Virtual Desktop (AVD) engineers, and M365 & Intune architects and engineers to develop, design, document, implement, and manage small- and large-scale projects to perform outside the scope of O&M activities. On-boarding of staff for the new support model to provide 24×7 support to mission critical platforms and services.
Highlights from my time in this role
ITSM Process Development & Implementation; New team recruiting & on-boarding; Engineering & Operations Support; Program Management.
May 2021 – September 2022 – Deputy Program Manager
Federal Protective Service, Department of Homeland Security – IT Contractor
Full-time | Remote
Oversee and manage technical IT projects and 50 direct reports involved in planning and implementation, data center, and cloud migration planning and implementation, network hardware / software and tools installations, and hardware, software, and tool upgrades that affect the infrastructure. Direct a matrixed technical team including subject matter experts (SMEs), field technicians, developers, testers, and other appropriate expertise as needed to develop, design, document, implement, and manage small- and large-scale projects to perform outside the scope of O&M activities.
Highlights from my time in this role
Incumbent team onboarding; PMO Implementation; Project and Portfolio Management Solution; Incumbent Discovery & Gaps Analysis; Team Portal Deployment; IT Field Operations Team Realignment; PMO Team Realignment
Southern New Hampshire University
January 2014 – Present – Adjunct Professor
SNHU Global Campus
Part-time | Remote
Facilitate online undergraduate courses to ensure students are successful in the classroom. Plan, develop, and execute a variety of information technology courses. Advise learners on different questions including course requirements, due dates, and grading. Communicate effectively with learners through a variety of mediums including face-to-face (via Skype) and via email. Bring real-world experience to the classroom discussions. Adhere to a high standard of professional accountability and ethics. Work with faculty team leads to determine best course of action for issues that arise in the classroom.
Computer Platform Technologies
This course provides the hardware/software technology background for information technology personnel. Hardware topics include CPU architecture, memory, registers, addressing modes, busses, instruction sets and a variety of input/output devices. Software topics include operating system modules, process management, memory and file system management. Also included are basic network components and multi-user operating systems.
Introduction to Computer Networks
This course covers the basics of interconnectivity of computing systems. With fundamental networking knowledge, students will design a basic and secure computing environment that consists of a network, server, client system, and firewall.
CareTech Solutions, Inc.
August 2016 – February 2021 – Program Director | IT Operations
Adventist HealthCare – IT Contractor
Full-time | Hybrid
Drive service delivery strategy and execution on a 41-resource infrastructure support contract covering data center and engineering operations, network operations, information assurance, telecommunications, asset management, and field operations. Work in parallel with the project management office on planning and implementation of new technology solutions. Develop, analyze, and present reports to hospital leadership on the delivery of contracted services regarding SLA’s and KPI’s. Stay abreast of current and emerging technologies and service delivery issues that affect the technology needs of the hospital community. Identify areas for process improvement and implement strategic operating procedures to improve customer experience and overall service delivery. Work with hospital leadership to develop cost-saving strategies surrounding hardware and software implementations in a highly-regulated healthcare space. Assess new sites for on-boarding and scoping of replacement technologies to accommodate execution.
Highlights from my time in this role
VDI Implementation; Procurement and Deployment of hardware for a new healthcare facility; ITSM Process; ITSM Service Improvements; ITAM Process; ITIL Process Maturity
Occam Solutions, Inc.
December 2014 – August 2016 – Desktop Support Manager
Eunice Kennedy Shriver National Institute of Child Health & Human Development – IT Contractor
Full-time | On-site
Responsible for the leadership and management for 14 desktop support technicians. Deliver IT solutions and services in collaboration with the senior management team. Mentor technicians to identify career development opportunities through advanced hardware and software training. Coordinate with tier 3 and 4 technical teams to test and implement new systems, applications and changes to the environment. Implement procedures regarding how IT problems are identified, communicated, documented, and assigned. Provide oversight on hardware lifecycle refresh projects. Communicate technical concepts to others in both formal and informal settings. Build and maintain strong working relationships with the user community. Stay abreast of current and emerging technologies and service delivery issues that affect the technology needs of the user community.
Highlights from my time in this role
EOL MacBook and iMac Refresh project, Annual workstation refreshes, SNOW reporting and trending, Planning and Implementation of Office 2013 to 2016 Upgrade.
CA Technologies, Inc.
May 2013 – December 2014 – Sr. Desktop Technical Lead (Windows)
Eunice Kennedy Shriver National Institute of Child Health & Human Development – IT Contractor
Full-time | On-site
Primary escalation point for a team of 11 desktop technicians to ensure prompt resolution of complex technical IT issues. Take lead on projects and extended projects, as assigned. Test and pilot emerging software and hardware technologies. Investigate and implement process improvement efforts with the team. Lead knowledge management efforts to document standard operating procedures and break/fix documentation. Lead software and hardware migrations and deployments. HSPD-12 Certificate migrations including PIV Login and e-mail encryption. Maintain satisfactory customer relationships through follow-up and due diligence. Engage tier III and IV support teams to manage reoccurring incidents and problems.
Devry University
August 2011 – December 2013 – Adjunct Professor
Crystal City Campus
Part-time | On-site
Facilitate hybrid-format undergraduate courses using meaningful course lecture, applicable assignments and case studies. Provide an innovative and quality learning environment for DeVry University learners using a variety of techniques to encourage learners to think ‘outside the box’ and to look at the bigger picture.
Qbase, LLC
August 2012 – April 2013 – Systems Administrator
Immigrations and Customs Enforcement, Department of Homeland Security – IT Contractor
Full-time | On-site
Support a 24×7 LAN and associated applications. Provide direct technical support to end-users for all IT related issues both hardware and software. Troubleshoot/upgrade existing operational environment consisting of workstations running Windows 7, and Windows associated file and print servers running Windows 2003/2008, Active Directory, Exchange and Enterprise Messaging software. Support of peripheral devices include PDA’s, BlackBerry hand held devices and printers. Work with Network Operations Center to troubleshoot complex LAN/WAN issues. Diagnose, troubleshoot and resolve minor LAN related issues. Coordinate with senior technical personnel to ensure problem resolution and user satisfaction. Install or monitor enterprise installations of new software releases and system upgrades.
ActioNet, Inc.
October 2011 – August 2012 – IT Support Specialist
US Department of Energy – IT Contractor
Full-time | On-site
Provide creative solutions to customer problems to ensure customer satisfaction and productivity. Research, resolve, and respond to complex questions received via telephone calls, escalation, or in-person and provide support on IT services. Acquire and maintain knowledge of relevant IT product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. Handle incidents, projects, or escalations as assigned using ITIL best practices. Support a range of enterprise devices including Windows and Apple platforms.
Siemens IT Solutions & Services, Ltd.
July 2006 – October 2009 – Systems Analyst, Service Desk Operations
MetLife IT Service Desk – IT Contractor
Full-time | On-site
Primary escalation point for a team of 77 tier 1 service desk analysts in a high volume, call center environment. Performed troubleshooting to determine problem resolution utilizing break-fix and knowledge management databases, while integrating ITIL best practices standards. Report and trending analysis to identify proactive problem management issues to achieve higher 1st level resolve by working with application development teams. Daily support for a large variety of end user applications including Lotus Notes client 6.5.5 and 8.0.2. Technical support and expertise includes customer support for internet/intranet/client-server based applications, remote network/VPN connectivity and secure password support. Grant/revoke resource permissions. Incident Management – Trending Analyst.