CYBERSECURITY – LEAD TECHNICAL CONSULTING ENGINEER
AT&T

Provided cybersecurity consulting services specializing in applying security engineering to Endpoint Management and Mobile Device Management (MDM) for Federal, State and Local governments, Law Enforcement Agencies, and businesses.

Routinely met with Executive Officers, Police Chiefs, Sherriffs, and directors, to evaluate critical business functions, legal requirements, industry standards, and organizational policy objectives. Assisted clients improving their security posture by developing appropriate policies, baselines, and implementing security applications.

Information Security (InfoSec), Governance, Risk and Compliance (GRC), Identity and Access Management (IAM), and Asset Security.

Lead organizations to safeguard information, prevent data leaks, ensure compliance with regulations by securing mobile devices and laptops using industry leading UEM / MDM platforms and Mobile Threat Defense products to monitor device usage, enforce policies, apply encryption, and prevent unauthorized access.

Expertise in the following areas:

Unified Endpoint Management (UEM)
Enterprise Mobility Management (EMM)
Mobile Device Management (MDM)
Mobile Application Management (MAM)
Host-Based Intrusion Prevention Systems (HIPS)
Firewalls and Next Generation Firewalls (NGFW)
Android Phones and tablets (Samsung, Sonim, Zebra, etc.)
iPhone and iPad
Windows Laptops / Surface / Desktops
IBM MaaS360
Ivanti (formerly MobileIron) Neurons for MDM
Zimperium
Lookout Mobile Endpoint Security
Apple Business Manager
Samsung KNOX
Android Zero-Touch
Android Enterprise
Windows OOBE
Managed Google Play
SentinelOne

Accomplishments:

• Strategically created baselines aligning with security standards and frameworks clients could utilize increasing customer satisfaction scores by 20%.
• Increased client commitment through strong project management skills yielding an 80% increase in monthly completions.

As Managed Router Services – Project Implementation Manager, I lead the delivery of complex WAN / LAN network infrastructure at over 4,800 Federal and State government sites. From initial consultation, system requirements, network design, and proposals, this role relied on my client relationship and project management skills. Served as a single point of contact for all network Move, Add, Change, Delete (MACD) orders. Notable client list included U.S. Department of Justice (DOJ), State of California (Calnet3), and State of Georgia – Georgia Technology Authority. I routinely obtained various clearances, undergoing background and financial investigations. I currently hold Public Trust clearance with the U.S. Department of Justice (DOJ).

Accomplishments:

• Ensured FIPS, FISMA and FedRAMP compliance by evaluating supply chain components and vendors in accordance with NIST (CSF).
• Successfully planned and delivered network architecture for large multi-state Federal campuses.
• Reduced costs through Robotic Process Automation (RPA) Solutions utilizing VBA Scripting, Python, Shell Scripting, and Automation Anywhere (Example: BOT Title: GPS Ad Hoc Task Generator; Initial annual revenue: $20K; Continues to serve as baseline code for additional bots).
• Developed validation system to ensure network assets are matched with transport circuits and management poller systems.
• Improved customer satisfaction by automating notification to all team members of assigned field service technicians, engineers, and status of equipment shipments.
• Migrated processes to SaaS ServiceNow.
• Performed UAT and provided wireframe mock-ups and UI / UX proposals to application developers.

Network Architecture Components Managed:
Smart Wi-Fi with separate Guest Access and Sandbox features
PIV Card Systems
Proxy Servers
Identity Servers
Out of Band Modems (OOB Modems) and Multi-Channel Modems
High Availability and Failover Configurations
Routers
Switches
Firewalls / NGFW

NETWORK OPERATIONS PROJECT MANAGER
AT&T

Served in a dual role driving multiple projects simultaneously for application development, product development, and business process design as deemed by operations vice president and multiple directors, while also serving as Department Head of 12 Management level Technical Support Engineers providing network trouble isolation and repair activities for 22-State Broadband DSL operations.

Accomplishments:

• Applied knowledge of network architecture and agile development to create system to assemble cross-functional teams for automation development streamlining traditional process. Significantly reduced cost by shortened time to deliver custom automation by 88% (from 8 months to 4 weeks).
• Successfully reduced annual operating costs by $200K+, projected over 5 years by conducting Business Case analysis including financial calculations such as NPV, Internal Rate of Return, and Payback periods on all proposed equipment, testing procedures, and workforce reduction solutions and presenting results with recommended actions to executive management.
• Developed system to predict network element failure, automate restoration activities, proactively notify customers of outage and recovery times utilizing IVR – Reduced Time to Identify by 82.5% (11 min) and MTTR by 39% (7 hr) and Dispatches 30% ($2-4M Monthly); Increased Call Deflection by 50% ($0.5M Annual); Impact $24M-48M annually) – Early Event Notification Tool (ENOT).
• Reduced cost and MTTR by creating Network Analysis Trouble Resolution (NATR) utilizing regression analysis to identify faults in regional networks.
• Authored System Requirements consolidating APIs of peripheral systems transitioning 2 existing Network Management Alarm systems into Remedy ISTM platform. Significantly improved MTTR and accuracy of data presented, and reduced licensing, hardware, and systems administration costs.
• Coordinated replacement of Terminal Emulation software reducing licensing and administration costs.

MANAGER – QUALITY M&P PROCESS MANAGER
AT&T

Manager of Quality / Methods & Procedures / Process Manager. In this role, I requisitioned a team of resources to guide quality improvements for services provided by AT&T Advaned Tchnical Support Team (ATST) to its retail and wholsale Broadband DSL service provider organizations. My scope of responsibility included internal and external quality metrics of the Network Operations and Customer Care departments, comprised of 600+ technicians. My results would be analyzed by J.D. Power in its market reports.

Accomplishments:

• Performed LEAN and Six Sigma data analysis implementing process changes and system improvements within Network Operations and Customer Care departments.
• Presented system and process recommendations to the President, VP, and Directors to garner funding approval for new projects.
• Built cross-functional inter-departmental teams for successful project completions.
• Developed automated Key Performance Metrics (KFI, KVI, and KPI) monitoring including monthly maintenance via Six Sigma data capture and analysis.
• Created and Led team of Quality Managers increasing First Call Resolution and significantly minimizing Average Handle Time.
• Developed SARTool application to incorporate logic-driven process workflows for DSL Tier 2 and 3 troubleshooting.
• Developed and Integrated Management Systems and Operating Controls (MSOC) BERT automated time credit based on SARTool workflow steps.
• Served as Project Lead for “Project 22” unifying former SBC and BellSouth network Customer Care organizations.
• Developed all new hire, new technology, and business continuity training for multiple business units.
• Created and maintained Sharepoint distribution of all technical documents, job aids, and Certification Learning activities for all employees within the organization.

NETWORK OPERATIONS MANAGER
AT&T

In this role, I led teams of 25 or more CWA Union represented multi-media technicians performing provisioning, maintenance, diagnostics, and repair of BellSouth Telecommunications (AT&T, Inc. Acquisition) residential and business broadband DSL core and edge network circuits. Conducted performance appraisals, and implemented employee development plans. Resolved escalated customer complaints, personnel issues, and labor relations grievances. I was instrumental in implementing BellSouth’s newly patented Management Systems and Operating Controls (MSOC) program as the first certified center. Along with Six Sigma Blackbelt consulting teams, I received training as an Observer capturing Engineered Service Measurements (Time Studies). Being recognized for meticulous attention to details I was then asked to travel and perform observation studies for multiple business units. Additionally, I taught other centers how to conduct ‘Daily Walkabouts’ and ‘Daily/Weekly Operating Reports’ (DWORs) to maximize efficiency and effectiveness of the MSOC program. The ongoing data captured by MSOC would later be utilized by AT&T to evaluate areas of overlap and opportunities to reduce FTE based on trend analsis.

Accomplishments:

• Championed introduction of employee development plans while reducing labor grievances.
• Reduced labor grievances by evaluating requested changes and championing win / win solutions for both employees and the company.
• Exceeded Service Level targets across multiple MSOC key performance metrics (KPI) for efficiency, productivity, utilization, and quality and was awarded the Top 10% Overall Attainment Award.
• Received Customer Rules! Award recognizing actions restoring services to State of Mississippi.
• Led the Network Customer Care organization to receive the BellSouth Overall Center Award.

NETWORK OPERATIONS VENDOR MANAGER
AT&T

Managed multiple outsourced contact centers in Ft. Lauderdale, FL, Shreveport, LA, and Albany, GA of 1,400+ employees providing technical support services to 12M+ AT&T BellSouth DSL customers. This role required extensive airline travel with a weekly imersive presence at each location. Travel rotated every other week, spending at minimum 2 weeks each month at a vendor contact center location. Travel itineraries and weekly objectives were closely adhered to while conducting focus group meetings and strategic operations meetings with vendor executives.

Accomplishments:

• Performed monthly evaluations validating and approving vendor invoices with annual contracts of $30M-$40M.
• Initiated contract re-negotiations based on critical needs oberved through quality monitoring.
• Created and led Quality Assurance Team driving a 12% increase in Customer Satisfaction and increased Service Levels by 36%.
• Designed and executed Disaster Recovery and Business Continuity Plans for India, Philippines, Central Americas, and U.S.
• Implemented new performance measurement platform tied to contractual Service Level Agreements (SLA).
• Differentiated the company brand by successfully championing the effort to secure funding and implement Network Customer Premise Equipment (CPE) Labs in each contact center to eliminate escalated calls due to client home networking; this allowed agents to perform lab simulations to recreate client reported trouble and identify root cause of failure.
• Developed Broadband Support Vendor Manager training curriculum.
• Received BellSouth Customer Rules! Service Leader award November 2004 and was recognized for successful implementation of Disaster Recovery plans during hurricanes Charley, Frances, Ivan & Jeanne Q3&Q4 2004.

ADVANCED TECHNICAL SUPPORT
AT&T

Performed provisioning, maintenance, diagnostics, and dispatch coordination for BellSouth Telecommunications (AT&T, Inc. Acquisition) Broadband DSL product. During this time, subscriber count increased from 2.2M to 6M+. In this support position, I provided expertise of Layer2 and Layer3 diagnostics for network core and network edge components from vendors such as Juniper, Redback, Nortel, Cisco, Alcatel, Ciena, Tellabs, and Adtran. Additional duties were to maintain trunk and special services facility assignments.

For this opportunity, I moved from Knoxville, TN to the Atlanta Metropolitan Area. The Broadband support team offices were located at 1950 W Exchange Pl, Tucker, GA 30084 and was referred to as the Digital Services Group (DSG) and staffed with Multi-Media Technicians represented by Communication Workers of America – Local 3204 (CWA Local 3204). This was a Wage Scale 32 position. By March 2003, the offices were relocated to 575 Morosgo Dr. NE, Atlanta, GA 30324.

Accomplishments:

• Developed application with a co-worker to automate new customer record creation resulting in $2.3M in annual saving by reducing the need for 32 FTE for the following 14 years. The application ran on Exceed Hummingbird integrating MS Windows to IBM Mainframe applications developed by Telcordia such as Workforce Administration / Control (WFA-C) and many others. The application utilized input from the user and pulled all additional required record information from multiple Telcordia applications utilized by all Regional Bell Operating Centers at that time.
• Wrote Incident Response Plans and Incident Response Playbooks for all reported network faults and failures of edge devices and core network backhaul devices.

TECHNICAL SUPPORT – BMC REMEDY DEVELOPMENT
SAIC

Developed and implemented Enterprise Helpdesk for new client Alyeska Trans Alaska Pipeline Co. maintaining the Trans Alaska Pipeline System.

Accomplishments:

• Configured BMC Remedy CRM to establish ticketing system and provide external Web interface to clients.
• Provided Access Management Security to clients for all applications according to CSO standards.
• Created Knowledgebase of client proprietary systems with detailed support steps.
• Performed remote client maintenance and software deployment utilizing MS Exchange Server, SMS, and Citrix.
• Wrote inbound and outbound call handling procedures including all escalation actions needed to resolve client issues.
• Assisted with ISO 27001 Certification.

TECHNICAL SUPPORT
CLIENT LOGIC

This unique opportunity was rewarding as it was the catalyst for my life-long learning that would position me to serve others as Subject Matter Expert in multiple new technologies for years to come. Leardership had strategically located this contact center in a geographic region that was saturated with individuals of competitive high-tech skillsets. Oak Ridge, TN is home to the U.S. Dept. of Energy Oak Ridge National Laboratory and is also known as the ‘Secret City’ established in 1942 for The Manhattan Project. The sole client supported at this contact center was BellSouth to provide technical support services to the customers of its burgeoning new product of Digital Subscriber Line (DSL) Broadband that was quickly replacing 54 Kbps dial-up service. Once on-boarded and trained in Nortel multiplexors, back-haul and customer premise equipment, I was able to serve on the front-line of operations through multiple specialized teams.

Accomplishments:

• Performed System Administrator activities for a 500-seat contact center and additional multi-state campuses including Security Patching, System Imaging, Data Backup and Recovery, and Disaster recovery Planning.
• Developed Web Service knowledge base of all BellSouth / AT&T DSL Network Connectivity diagnostic procedures supporting Alcatel & 3COM for Microsoft Windows 95/98/ME/NT/2000/XP and Macintosh OS 7/8/9/X.
• Compiled UAT data for client selected Oracle CRM database.
• Performed various maintenance tasks for ACD / PBX systems.

GPA 3.93