IT Management and Support Leadership, IT Security Risk Management and Certification, Business Continuity and Disaster...
US-FL-Merritt Island (will consider relocating)
Accomplished, astute IT Security Specialist with 20+ years experience deploying infrastructure and standards to mitigate risk in mission-critical environments. As the pivotal IT security resource at Kennedy Space Center for nearly 5 years, created security/certification plan for one of the most complex projects at NASA (Electronic Security System/Access Control) and oversaw security and lab management for new shuttle launch system. Dynamic management career spans IT operations, communications and technical support at Orange Lake Family of Resorts and Disney's official Cruise Line. * Technical visionary, able to influence the strategic direction of both technology and business initiatives within and outside sphere of accountability. * Natural leadership style, integrating "best practices" with staff talents to create a high-energy workforce with maximized synergy. * Proactive problem solver, implementing solutions with careful consideration to the bottom line, long-range goals, feasibility and ease of use.
PROFESSIONAL CERTIFICATIONS CISSP - Certified Information System Security Professional NASA - Certified System Administrator
PROFESSIONAL EXPERIENCE ORANGE LAKE FAMILY OF RESORTS, Kissimmee, FL; 03/2005 - 06/2009 4 years 3 months The single largest resort in the Southeast located next to Walt Disney World DIRECTOR OF TECHNICAL SERVICES (01/2007 - 06/2009) Promoted to manage day-to-day operations in flagship Orlando Technical Assistance Center (Desktop Support & Service Desk) supporting a rapidly growing national resort network with 140,000 owners, 9 restaurants, 4 golf courses, 8 tennis courts and 2000 employees. Led team of 20 spanning 9 Service Desk Analysts, 4 Desktop Technicians, 4 Telecom Line Technicians and one Audio/Visual Engineer. Controlled $9MM budget shared with Network Operations Center. KEY ACCOMPLISHMENTS: * Consolidated Service Desk, Desktop Support and Telecom Support under one roof; expanded staff and relocated operations to a centralized renovated facility. * Implemented Altiris management application and customized system based on ITIL best practices. Instituted automatic alert notifications for rapid problem notification. * Ensured optimal technical support by creating processes, procedures, protocols and standards. Implemented comprehensive business metrics for call/incident statistics. * Generated $100K additional revenue stream by installing 800+ Wi-Fi Access Points for high speed Internet access. * Streamlined hardware fix/rollout process, elevating weekly production rate by 20%. * Established training courses for security awareness, IT orientation and MS Office Suite. Provided IT support for all IT-related Life Safety issues. * Efforts increased customer satisfaction levels 50%, improved first call resolution 55%, minimized call abandonment 10%, and raised incident open/close rate to 88% weekly. Reduced reoccurring problems with main applications by 70%.
COMMUNICATIONS SYSTEMS MANAGER (03/2005 - 01/2007) Delivered telecommunications support for 3500+ guests and corporate users, encompassing phones, cable television, satellite/security/AV systems and underground infrastructure (coax, copper, fiber). Managed one communications analyst, 3 telecom line technicians, one audio/visual engineer and $1.8MM budget. KEY ACCOMPLISHMENTS: * Planned, designed and managed construction projects through the life cycle. Led and empowered team to build 2 sales facilities, 4 high-rise condos, river island theme park with 2 VIP high-rise condos, 2 restaurants and one golf training facility. * Devised strategies to improve existing support with no weekend coverage, lack of tools, 20-year old phone cables and inexperienced/unmotivated line technicians. * Proposed and secured buy-in to upgrade toolkit to include better quality line test equipment and replace privately-owned vehicles with company-owned vans. * Replaced aging satellite CATV with state-of-the-art fiber-based underground system, reducing outages 50% and growing revenue 15%. Completed complex project requiring reprogramming of 4000+ TVs with a limited staff. * Relocated radio transceivers from small area antenna to American Broadcast Center tower, eliminating radio blackout areas and improving property coverage to 100%. * Reduced guest and corporate complaints from daily manager on duty report by 80%.
KENNEDY SPACE CENTER, FL; 04/2001 - 03/2005 4 years 11 months (engaged thru Space Gateway Support, Dynacs, Boeing) IT SECURITY SENIOR SYSTEMS ANALYST (02/2003 - 03/2005) Developed and maintained IT security and contingency plans per NASA directives and policies. Core contributor to critical security projects, managing server/workstation patch and security management systems and supporting JBOSC IT Security Officer in threat assessment, risk analysis, mitigation and workstation forensics. Supervised data security analyst and systems administrator. KEY ACCOMPLISHMENTS: * Streamlined IT security plan and contingency documentation process by creating MS Project plan template covering 40 systems. * Created security/certification plan for one of the most complex NASA-wide projects, Electronic Security System/Access Control (ESS-AC) spanning all physical access control points and video intrusion detection camera systems (over 1500 points) and 7 additional system security plans. * Instituted IT security and contingency plan documentation standards derived from NASA and Federal publications (NIST). * Deployed automated software patching system to 3000+ workstations and servers, eliminating 80 staff hours per month. * Implemented NASA's System Administrator Certification Program for JBOS. Awarded NASA Windows 2000 Server Certification. * Conducted pc forensics project with Federal law enforcement, resulting in a 100 percent success rate. Praised by Federal team for thorough handling of the forensics evidence.
IT SECURITY SOFTWARE ENGINEERING PROGRAM ANALYST (04/2001 - 11/2002) Chosen by Boeing to provide IT security design oversight and lab resource management for new shuttle launch system (checkout, launch and control system). KEY ACCOMPLISHMENTS: * Redesigned 12 development lab environments, increasing utilization by 30%. * Jumpstarted project behind schedule by gaining consensus among contractors (Boeing, Lockheed, USA, Dynacs, NASA) for a scheduled usage scheme. Created IT security integration meeting to keep all tasked parties informed of progress. * Acquired software testing applications for malicious code, port scanning and system profiling. Assisted in IDS product evaluation and selection. * Cleared up 146 outstanding COTS issues and passed general audit reviews. * Developed Excel matrix to efficiently manage IT security configuration issues. * Authored security design document that encompassed all project aspects, including operating systems, applications, network and hardware. * Earned designation as Launch Honoree for STS-102 (Discovery) with International Space Station mission. PREMIER CRUISE LINES, Port Canaveral, FL; 02/1987 - 10/2000 12 years 8 months Official Disney Cruise Line TECHNICAL SUPPORT/OPERATIONS MANAGER (1998 - 2000) OPERATIONS MANAGER (1897 - 1999) Managed MIS, vendor support contracts and all technology acquisitions for corporate and onboard areas with $4MM budget. Oversaw PC and AS/400 systems for reservations, accounting and HR systems as well as ACD & Mitel PBXs. Administered 350-node, 20-server LAN/WAN operating Novell, Windows and UNIX. Supervised team of 10 Helpdesk/computer operators, network support techs and a telecom tech. KEY ACCOMPLISHMENTS: * Spearheaded numerous system upgrades to increase efficiency, performance and availability. Gained consensus among department heads on ships with very different nationalities and completed all work with minimal impact to business operations. * Added a Data Center to all cruise ships to include security, HVAC, fire suppression and Internet cafes. Created Systems Officer position, providing each ship with a "go to" resource and eliminating midnight emergency calls to faraway places. * Established business interruption and disaster recovery plans, including remote hot site and mobile recovery, and led successful deployment during Hurricane Floyd. * Seamlessly consolidated Dolphin Cruise Lines and Seawind Cruise Lines Data Centers to Cape Canaveral, saving $50K annually; named "Employee of the Month". * Launched cashless onboard system, increasing revenue by 35% on each ship.
MILITARY United States Air Force, Telecommunications Operations Specialist, 1975 - 1984
TECHNICAL SUMMARY PLATFORMS: Windows, Novell, UNIX, AS/400 SOFTWARE: MS Office Suite, MS Project, Altiris
EDUCATION Rollins College, Winter Park, FL B.S., Computer Information Systems & Business Administration, 1987
Air University-Community College of the Air Force, Gunter Annex, Alabama A.A.S., Communications Operations Technology, 1985