Project Manager at ECS
I am a highly dependable and results-oriented professional with progressive information technology and privacy experience. Special expertise in CMMC, DFARS, GDPR and CCPA compliance, fair information practices, ITIL, business development, and customer service. I am known as an affable, tenacious, and knowledgeable leader adept at learning and applying new skills and technologies. Major strengths include management, communication, collaboration, and resolution.
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Aug 2020 - Present
Sep 2017 - Aug 2020
American Technology Services, Inc.
Manager, Compliance and Security Services
As Manager of Compliance and Security Services for American Technology Services, I am responsible for our managed security service and compliance service which includes advising clients on GDPR, CCPA, NIST compliance, and information privacy best practices. I have led the formation and continual improvement of GDPR programs via a holistic approach addressing the people, processes, and technology necessary to institutionalize good privacy practices and satisfy the regulation's requirements. I have presented on the topics of GDPR and fair information practices (FIPs) at several conventions. Giving my audience a better understand of the regulation and how privacy can help them advance their mission. I am responsible for ensuring our managed security service meets the SLAs and OLAs. Working with my team we have implemented improvements to reporting, daily operations, and client interactions. I have managed several DFARs 252.204-7012 compliance initiatives for DoD contractors. These projects began with a baseline security assessment of the NIST SP 800-171 controls which resulted in the creation of the Plan of Action and Milestones document and System Security Plan. I drove the remediation of all findings, including the creation of necessary processes and the implementation of supporting technology. I have integrated ITIL's Continual Service Improvement approach for clients to provide them with a structured technique for improving IT operations. The outcome has been to ensure IT continues to meet the needs of the business, add value, and institutionalize continual improvements making it part of their daily activity. I have led the implementation and improvement of configuration and change management processes following the ITIL framework. I worked with key stakeholders to ensure the processes are fit for purpose, facilitated awareness and training sessions, and evaluated the improvements to ensure they continue to support the needs of the business.
2015 - 2017
Manager, Service Management Office
Reported to the Senior Manager of the Service Management Office, managed our business unit’s information technology service management processes and tools. Led project to improve the change management process. This resulted in the use of normal, emergency, and standard change types as well as a standard change registry. Led project to consolidate the automated creation of events from various monitoring solutions into Marval’s CRM tool via its API.
2014 - 2015
Manager, Service Management and Reporting Services
Reported to the Vice President of Email Security Services, managed a team responsible for information technology service management processes and tools, reporting services, and proprietary monitoring solution. Led the evaluation and selection of a new information technology service management tool based on requirements defined by the Vice President of Symantec’s Cloud Platform Engineering business unit. Implemented scrum methodology for the development of a proprietary monitoring solution.
2011 - 2014
Manager SaaS Data Center Ops
Reported to the Director of Datacenter Operations, managed a twelve-person staff responsible for the 24/7/365 Tier I and Tier II support of a consumer and small business SaaS online backup product. Led all aspects of implementing the first Datacenter Operations team dedicated to the support of Symantec’s Norton Online Backup product. The outcome of this was a fully staffed team empowered with formalized processes and tools to maintain the highest level of service availability for our customers. Implemented, enhanced, and administered Jira and Confluence as the tools to support the newly documented information technology service management processes. Delivered necessary documentation to successfully complete ISO 27001 and PCI audit.
2009 - 2011
Senior System Engineer
Provided technical support of the Windows and Linux servers as well as 10 petabytes of NAS storage infrastructure for a consumer and small business SaaS online backup product. Identified the need for the creation of a Tier I and Tier II support team. The goal of this was to allow the senior engineers the ability to focus on continual service improvement. Led project for relocation of approximately 5 petabytes of Promise storage and associated file servers during a datacenter consolidation.
2008 - 2009
GANNETT CO INC
Oversaw a six-person staff responsible for the Tier I and Tier II support of Windows servers and NetBackup solution. Identified the need for knowledge management to improve the distribution of information. Validated incidents and user requests were acknowledged within defined time frames and the customer received appropriate status updates.
2007 - 2008
Supported the servers and related equipment that were critical to the publishing of USA TODAY and USATODAY.COM. Scrutinized the ethernet cables in all the racks on the datacenter floor and removed, without impact, all unnecessary cables. Distinguished myself through my hard work and willingness to assist others.
2001 - 2007
GANNETT CO INC
Senior Desktop Support Analyst
Provided desktop, laptop, smartphone, printer, and network support for all employees at the corporate office. Led all information technology related tasks crucial to the establishment of a consolidated call center. Indoctrinated all new analysts, focusing on incident resolution and customer service. Provided full range support for the Executives in the company.
George Mason University
Bachelor's degree, Decision Sciences and Management Information Systems