To obtain a challenging IT position with a technologically advanced company, where I can utilize and expand on my managerial, technical, and academic experience.  Also, as a personal goal, to exceed industry standards based on my professionalism, motivation, and initiative.

The George Washington University – School of Business             Washington, DC

n     M.S. in Information Systems Technology (concentration in M.I.S.)

n     Graduated:  May, 2006; Cumulative G.P.A. 4.0

George Mason University – School of Management                                 Fairfax, VA

n     B.S. in Decision Sciences (Quantitative Methods) and Management Information Systems

n     Graduated:  May, 2002; Cumulative G.P.A. 3.98 (4.0 in major)

n     Department of Justice – Certification of Investigation (NACI) 

n     U.S. Citizen

n     Project Management Professional (PMP), 2007

n     Microsoft Certified Professional (MCP), 2003

2004–Present         Nortel Government Solutions                                         Fairfax, VA

Project Manager/Technical Team Lead - Systems Engineering Support Group

n     Manage a team of engineers responsible for supporting the US Department of Justice’s Joint Automated Booking System (JABS) project, a nationwide biometrics criminal-intelligence tracking application.

n     Monitor overall help desk ticket count and follow-up with team members and users to ensure the issues were resolved according to SLA requirements.

n     Work with the Department of Justice Program Management Office (PMO) to develop requirements.

n     Supervise the design, configuration and integration of hardware/software for use by law enforcement agencies. Responsibilities include requirements analysis for new booking stations, along with researching and recommending equipment to be procured by the USDOJ.

n     Evaluate biometric devices for implementation then receive feedback from stakeholders pertaining to the results of the evaluations.

n     Research and recommend security standards to apply to client and server machines.  This includes security policies, firewall and encryption software and hardware.

n     Generate weekly, monthly, quarterly, and yearly progress reports including performance measurements including Earned Value, Present Value, CPI, SPI, and other indices,

n     Lab manager responsible for managing and maintaining three USDOJ laboratories that mimic the production environment Responsibilities include ensuring the labs are fully operational and facilitating development and testing efforts.

n     Serve as a Central Point of Contact and Subject Matter Expert for deployment and installation teams by resolving technical and functional issues during system installations at sites throughout the United States.

n     Conduct presentations for clients regarding system architecture and data flow.

n     Create and modify technical documents for engineers, administrators and end users.  These documents include Systems Development Life Cycles, Back End Systems Administration Manuals, Bill of Materials, End User Guides, System Design Documents, Training Material, System Reference Manuals and Test Plans.

n     Respond to BMC alerts that monitor system performance and generate alerts when any component of the JABS system is malfunctioning or non-operational.

n     Ensure the systems are operational by performing an extensive list of daily, weekly, and monthly task, including collecting and inspecting logs from various Windows Server applications.

n     Responsible for ensuring the proper processing of 100,000 monthly transactions through Windows and UNIX Operating Systems as well as other networking equipment.

n     Administer backup procedures to ensure that nightly and weekly backups run successfully as well as archive non-current data to tape.

n     Chief architect on all System Change Requests for the United States Marshal’s Booking Systems.  This includes conducting change management and integration functions.

n     Primary Systems Administrator on production and backup Windows Servers. Responsibilities included establishing server trust relationships, configuration of the server’s infrastructure, attaining and reviewing logs Windows Server.

2002–2004              Convergys Corporation                                                    Reston, VA

Implementation Consultant/Tier II Technical Support Consultant – (GENEVA Mission-Critical Convergent Billing Software)

n     Analyzed facts and/or conditions regarding client problems and issues along with determining the action, which should be taken (in accordance with specification, standard practices and Service Level Agreement’s) to resolve client incidents and reduce any downtime that they may incur.

n     Participated in Change Control Board meetings regarding requested changes to the application.

n     Worked with Tier I System Administrators and Technical Support Consultants regarding issues they were unable to resolve.

n     Opened Trouble tickets for issues received via E-mail and/or phone call using a variety of trouble ticketing systems such as Remedy, WMS, and YOUcentric.

n     Created a myriad of SQL queries on demand to obtain client specific data (not obtainable by the clients and Geneva Operators through the Normal User Applications) from an Oracle database.  Also created SQL queries to assist in troubleshooting client problems.

n     Configured price plan and rate plan changes on an ongoing basis for several clients through their respective billing system.

n     Performed various Business Consultant roles such as conducting scoping studies and requirements gathering for several clients and generated requirements documentation used by implementation consultants used in configuration of Convergent Billing Systems.

n     Generated detailed technical/operational documentation for various clients pertaining to current operations and procedures within the organization's billing and IT departments.

n     Worked directly with developers to relay detailed requirements for future releases of supported software.

n     Provided workarounds for software bugs encountered by Tier 1 and 2 clients.

n     Performed Billing Analyst functions and conducted monthly multi-million dollar bill runs for clients on site at the client's facility.

n     Resolved client (Systems and Geneva Admin.) incidents effectively and efficiently while utilizing specialized knowledge of Geneva/Catalys, Activation and Mediation Manager software, along with Unix, Oracle, Windows, and SQL.

n     Conducted routine database Imports/Exports on various schemas regarding client database dumps.

n     Debugged and provided Hot Fixes for supported non-core Perl scripts used as a post processor utilized by the billing system.  Created Unix directory structure for software installation.

n     Installed Geneva Mission-Critical convergent Billing Software both on Unix (Solaris) servers and along with the client applications on workstations.

n     Supported & initiated improvements to established processes and tools that contribute to client satisfaction.

n     Participated in reviews of Geneva’s performance as compared with the SLA and makes recommendations allied with findings.

n     Used Oracle, Unix and application troubleshooting skills to provide initial workaround or solution.

n     Interfaced with Global software development/release management staff within North America, Europe, and Latin America to ensure successful design change implementation.

n     Interfaced with product implementation teams and product Subject Matter Experts to provide solutions within development or product support team.

n     Documented client database configurations, and run several internally designed scripts to check for any discrepancies in the data being configured.

n     Maintained Error log pertaining to Geneva and Oracle errors received by clients (which we have resolve) within any of the Geneva User Applications or processes (such as Rating for the Rating engine).

n     Assisted in developing GAP Analysis documentation based on operational information gathered at client's sites.

n     Developed detailed Billing Operations manuals based on scoping studies conducted.

n     Performed various Implementation and Configuration Consultant roles by configuring Convergent software systems along with telecom NPA-NXX data, based on client and federal requirements.

Jan. 2002–May 2002         USATODAY.com                                                McLean, VA

Research and Brand Marketing Intern

n     Analyzed and reported on page-view traffic data for USATODAY’s web site.

n     Generated trend and demographic analysis in MS Excel by utilizing Media Metrix and Nielson Net Ratings data.

n     Tracked weekly ad campaign effectiveness though Real Media’s Open Ad Stream interface.

1998–1999              Network Solutions  (A Verisign Company)                Herndon, VA

Customer Tech. Support

n     Monitored domain registry errors through a UNIX OS.

n     Re-routed and re-pointed Domain Name Servers.

n     Participated in client relation reviews by developing surveys.

Operating Systems:           Microsoft Windows 95-XP, Windows NT Server, Windows Server 2000, Windows Server 2003, Unix (Solaris, SCO), Linux (RedHat).

Office Applications:             Microsoft Office 2000-2003 (MS Project, Excel, Front Page, PowerPoint, and Word) Microsoft Visual Source Safe, Microsoft Visio, and Lotus Notes,

 Internet Applications:         Netscape Navigator and Communicator, MS Internet Explorer, WS-FTP, Telnet, HTML.

 Languages:                            Java, Java Script, PERL, HTML, and PL/SQL.

 Databases:                             Oracle 8i, Oracle 9i, Oracle 10g, MS SQL Server 2005, and MS

                                             Access

 Hardware:                             Motherboards, Hard drives, Network interface cards, Intel Processors (CPU’s), Hauppauge Live Video Capture Devices, Floppy Drives, Video Cards, Sound cards, Firewire cards, Memory, CD-ROM’s/CDR’s, Modems, Scanners,

                                             Servers, HP LaserJet printers, and Lexmark Laser Printers.

Networking:                       LAN Architecture Design, TCP/IP, OSI Model, Telnet, FTP,                                               

Other Software:                  Microsoft Exchange NT, 2000, 2003; PL/SQL Developer,

                                             Erwin Data Modeler, Visible Analyst, PVCS Tracker,

                                             Crossmatch Biometrics Applications, VI for Unix, Omniback I

                                     Manager, Paper Port, Geneva, SPSS statistical software,                 

                                             WMS (Work Management System), Remedy, YOUcentric, Geneva Mission-Critical billing software (System Configuration, System Monitor, Rating Catalogue Maintenance, Billing Catalogue Maintenance, Product Configuration, Accounts Receivable, Customer Account Maintenance UA, Bill Rendering, Batch Payment Entry), Activation Manager, Mediation Manager, CommTax 21 Telecommunications Tax Compliance System, along with Quantum Vertex tax packages, Infinys CRM Suite, expertise2go (Expert System), Expert Choice (Expert System), Microsoft Virtual PC 2004.                  

n     Awarded recognition for academic achievement in college by having my biography published in the 24^th Annual Edition of The National Dean’s List, 2000-2001 (Only awarded to ½ of 1% of the nation’s college students).

n     Member of the Golden Key Honor Society (given to the top 15% of Juniors and Seniors in their undergraduate graduating class).

n     Vice President of Delta Sigma Pi (The Nation's Foremost Professional Business Fraternity).

n     Awarded Dean’s list honor consecutively at GMU.

n     Self-motivated, analytical, problem solver, quick learner, reliable, flexible.

n     Strong interpersonal and customer service skills.

n     Ability to work independently and contribute to a team effort.

n     Ability to manage time between many projects.

n     Active member of the George Mason University Information Security Association.