William A. Webb III 8632 Mt. Vernon Hwy Alexandria, VA 22309 Cell: (703) 201-2890 Email: ww118c26c@westpost.

net CLEARANCE: TOP SECRET / SCI (NOV 2006) Functional summary Over 25 years experience in managing, planning, developing an d coordinating Telecommunication and Communications projects/programs. Responsib le for Network configurations, Software installations, and upgrades. Maintained implementation schedules for newly developed systems. I have supervised customer contact center personnel ensuring all duties were performed accurately and time ly, setting clear expectations and delivering results, providing excellent custo mer service to the customer. I have functioned as a liaison between numerous int ernal divisions as well as outside agencies, establishing working relationships promoting smooth, efficient transfer of information and assistance as needed. I have organized, tracked, and conducted 90 day, six-month, and annual reviews f or all employees, provided counseling to employees, reviewed complaints and prov ided resolutions on various issues such as work place relations, promotions, pay issues, harassment, EEO topics, policies and procedures. He has also provided a wide range of administrative and clerical duties including scheduling appointme nts and meetings, maintaining administrative files, personnel files. Additionall y, I have coordinated travel itineraries, special events, and presentations, pre pared official correspondence, internal correspondence, checked for correctness, spelling, grammar, punctuation and conformity to instructions and guidance. Employment March 2008 - Present Applied Computing Technologies, Inc Program Manager

Springfield, VA

- Created and executed project work plans for FEMA Headquarters Service Desk, Ei ght Customer Service Center worksites within the local DC Metropolitan Area, the FEMA Mobile Disaster Recovery Center staff, the Enterprise Service Centers, and revised procedures and documentation as appropriate to meet changing needs and requirements of disaster support operations. - Manages day-to-day operational aspects and scope of multiple projects and Task Orders compromising FEMA IT support structures. - Prepared and reviewed deliverables submitted by local managers and relayed the m to ACT, Inc corporate and the client. - Maintains relationships with FEMA personnel security streamlining public trust clearances and credentialing for new employee's. - Managed the current FEMA Task Order budget, tracked and reported team hours, a nd special projects "burn rates" and expenses on a weekly/monthly/quarterly basi s. - Determined appropriate revenue recognition, ensured timely and accurate invoic ing, and monitored receivables for the tasks determined in support the FEMA IT B lanket Purchase Agreement (BPA). Followed up with clients, when necessary, regar ding unpaid invoices, analyzed project profitability, revenue, margins, and bill rates personnel utilization. - Identified business development opportunities within the scope of the BPA and pursued "add-on" opportunities as they became related to the FEMA IT Support umb rella. Produced project revenue growth in additional tasks for the FEMA IT contr act within 90 days of assuming current project management position. - Facilitated team and client meetings effectively, Held regular status meetings with project team, kept project team focused and well informed of changes withi n the organization and general corporate news. - Delivered engaging, informative, well-organized presentations. - Resolved and/or escalated issues in a timely fashion.

- Understands how to communicate difficult/sensitive information tactfully. - Challenged subordinate managers to develop as leaders while serving as a role model and mentor, managed the development of FEMA Headquarters team by ensuring, when possible, that project tasks are in line with each employees career intere sts, conducted effective performance evaluations and mentored those with less ex perience through formal channels. - Manages day-to-day client interaction, Sets and manages client expectations, D evelops lasting relationships with client personnel that foster client ties. - Communicated effectively with the client to identify needs and evaluate altern ative business solutions, continually sought opportunities to increase customer satisfaction, and deepen client relationships. - Oversaw a staff of 58 personnel providing Desktop, LAN Administrative, Call Ce nter support, Telephone and Cabling team support, and Audio-Video conference nee ds. 2006-March 2008 Applied Computing Technologies, Inc. Springfield, VA Service Center Manager - Directs staff to provide the level of service required to keep FEMA HQ operati onal. - Provides support to more than 1500 FEMA Headquarters customers, 4700 workstati ons, 1000 printers, 80 servers, and 2800+ telephones. - Provided support includes day-to-day FEMA HQ hardware and software help desk s upport, systems and network administration, data base administration, telecommun ications support, and HQ site systems integration. - Responsible for overseeing all aspects of the support for FEMA's computer Info rmation Technology Service Center (ITSC) and directing and supervising the work of the ITSC Unit. - Managed the day-to-day helpdesk operations based on Contract Task Order requir ements and directions of COTR through the Program Manager, monitors technicians work flow in the Remedy Action Request system and prioritize service request bas ed on status and urgency. Increased ticket resolution rates and staff productiv ity by 30% with reduced staff and constant redirection of section priorities. - Review cases marked as resolved, review their accuracy, randomly contact custo mers to verify that issues have been resolved and close the trouble tickets. Per form QA (contacting users to verify completed efforts) are performed on a percen tage basis. - Planned implementation, directives, and maintenance involved in keeping a dive rse enterprise architecture system operating optimally. Insured that FEMA employ ees have up-to-date computer hardware and software technology to perform their j obs. In coordination with the staff directors and in coordination with other off ice directors as appropriate, set priorities and determined resource requirement s, determined short and long range goals for the unit, and coordinated with othe r FEMA offices to accomplish goals. - Provided supervision for the ITSC staff. Responsible for timeliness, quality, and correctness of their support. Worked with staff to standardize operational p rocedures. Directly supervised time and attendance and ensured that leave schedu ling was compatible with work requirements. Responsible for training and continu ing education of ITSC staff. Developed leadership through coaching, mentoring, r ewarding, and guiding employees. Completed performance reviews for all subordina tes. Coordinated communication between ITSC staff and management, making sure th e needs of ITSC staff were met and that they are kept aware of changes in FEMA p olicy that could affect support. - Generates weekly activity reports and summaries and provide these reports and status in weekly reports and/or as required for review and approval for submissi on. - Supervised work on all IT-related FEMA policies (e.g., Take Home Computer Poli cy, Use of FEMA Equipment and Automation Services Policy, etc.) Provided New Emp loyee briefings to FEMA staff with reference to IT support structure within the organization.

- Oversaw a staff of 23 personnel providing Desktop, LAN Administrative, Telepho ne and Cabling team support, and Audio-Video conference needs. 2006-Partial Park University Alex andria, VA Full Time Student - Bachelor of Information Technology. Major, Management Information Systems. 2005-2006 Self Employed Ale xandria, VA IT Consultant Two Projects: January 2006 - March 2006 Managed Helpdesk supervisors in 4 geographic locations within the National Capital Region (NCR). Delivered IT solutions through accept ance, escalation, tracking, and resolution, follow-up and reporting on customer support calls in agreement with the local service level agreements. Increased ca ll center productivity by 17% within 60 days of arrival. Focal point in process flow of methods, and tools used by the helpdesk, provided briefings and staff up dates on current and future plans and procedures. August 2005 - December 2005 Technical team member responsible for the Defense Fi nance Accounting Service (DFAS) implementation and migration from Novell operati ng system to Windows 2003 operating system. Provided technical guidance for asse ssing existing assets and operating environment, deployed workstation images. 2004-2005 College for Information Technology Manager, Technology Integration Branch Leaders Ft. Gordon, GA

- Directly in charge of a staff of 31 employees - Oversaw the School of Information Technology (SIT) Helpdesk, Supply, Systems, Networking, Procurement, and Information Assurance (IA) operations - Ensured network service for over 2500 staff and students, including installati on, setup, and troubleshooting of all PCs, network protocols, routers, and switc hes. - Analyzed and improved departmental operations for integration of new employees , designed standard in processing procedures to ensure all new employees receive d the same treatment and information, procedures were tied to personnel data bas e and all new employees were automatically added to system. Established new perf ormance standards and procedures so that all customer service reps were cross tr ained or could follow standard operating procedures so that any customer service rep could assist users from any branch of the military, resulting in increased productivity and more efficient resource utilization, allowing direct product de livery to the customer. - Directed Desktop Support, PC maintenance, Network maintenance, Domain Administ ration and Facility Upkeep operations. - Directed upgrade of systems to Windows Server 2003 in support of Active Direct ory deployment, implemented imaging and hardware deployment and policy for over 650 newly purchased systems. 2003-2004 US Army, 2nd Infantry Division Division Automation Chief Camp Red Cloud, Korea

- Configured and managed the tactical domain controllers and exchange servers fo r four command centers within 2nd Infantry Division. - Provided domain administration for all 2ID garrison exchange accounts, Adminis tered the 2ID garrison and tactical web servers. - Project lead for the automations upgrade of the fixed site command complex pro viding server solutions, desktop upgrades, and infrastructure design, Coordinate d contract support for COTS and vendor based switches and router upgrades. - Managed 45 Person technical support center for an over 3200 computer system, 5 000+ User WAN within geographical locations from Seoul to the Demilitarized Zone

- Integrated new technology upgrades into the 2ID Domain (TACLANE COMSEC Systems , Maneuver Control System, I3MP upgrades). - Developed program to contact all new employees prior to arrival and providing them with information about the command and local area. Implemented orientation designed to increase employee awareness on policies, requirements and organizati ons mission and goals. - Trained new employees on proper procedures, requirements and standards to ensu re smooth transition into new position. 1998-2003 Pentagon Telecommunication Service Center Operations Manager/ Training Developer Wash, DC

- Managed, staffed, and trained a 200+ personnel multi service communications ce nter and provided weekly staff briefings on all operational facets of day to day operations. - Astute money manager of a $ 1.2 million training budget. - Oversaw support for the Army Operations Center, Contacting support section, an d Video Teleconferencing section for the Army primary staff. - Program manager for various military personnel programs. Identified needs, tra ining requirements and utilized available resources resulting in increased custo mer satisfaction and accountability. Experience includes personnel actions, enli sted evaluations, assignments, staffing, and military administration. Education - Park University (112 Credit hours) pursuing a B.S. in Management Information T echnology - Augusta Technical College: 8 Semester hour credits towards Windows 2003 Certif ication track - ESI - PMP Power Prep course - ESI - Managing Projects - ESI- Project Leadership, Management and Communications - HDI Support Center Manager Military Specific Training: Telecommunications Center Operations course, Primary Leadership Development cour se, Training / Instructor Management course, Nuclear, Biological, and Chemical D efense Officer/NCO course, Basic Signal Non-Commissioned Officers Leadership cou rse, Standard COMSEC Custodian course, Tactical Radio Net Controller course, Aut omatic Tactical Switching Center Operator course, Global Positioning System Mai ntainer Operator Course, Battlefield Electronic Communication Operations and Fre quency Management course, Communications Team Leaders course, Advanced Data Proc essing Non-Commissioned Officer Leadership course, A+ Course completion certific ate. Certified Training Specialist, Project Managers Course, Contracting Officer Course. Corporate Awards: 2010 - Applied Computing Technologies, Inc., ACT Managers Award for outstanding team achievement supporting the customer in support of the FEMA Contract. 2010 - Applied Computing Technologies, Inc., ACT Team Award for outstanding team achievement supporting the customer in support of the FEMA Contract. 2008 - Applied Computing Technologies, Inc., Presidents Award for outstanding ac hievement supporting business development in support of the FEMA Contract. (Seco nd highest award within the company) 2007 - Applied Computing Technologies, Inc., Employee Excellence Award for Servi ce Center Management in support of the FEMA Customer Support Center.

Computer Systems Microsoft Train the Trainer, PC Configuration I & II, PC Diagnostics and Repair, Networking Support - Networking Concepts and Services, Internet Fundamentals, Server Installation Planning, Server Installation and Configuration, Server Maintenance and Upgrades, Server Troubleshooting and Disaster Recovery Networking Essentials, Internetworking with TCP/IP Remedy, Magic, and Track-it Help Desk software platforms Supporting Windows NT Server 4.0 (OJT with Windows2000 and Windows Server 2003), Administration of Microsoft Windows Workstations (NT, 2000, XP and 2003) Microsoft Office Suite (97 - XP and 2007 Versions): Excel Word, Access, Outlook, PowerPoint, Microsoft Project, and Microsoft VISIO . Windows XP: Installing Windows XP Professional System Reliability and the Desktop in Windows XP Professional Networking Protocols and Services in Windows XP Managing Files, Folders, and Devices in Windows XP CISCO: CISCO IMCR - Fundamentals of CISCO router configuration CISCO CID - Internet work and Campus LAN Design, TCP/IP Network Design, TCP/IP R outing Protocols, Desktop Protocol Design, WAN Design, SNA and Remote Access. Defense Messaging System Courses: DMS Management Workstation Course, DMS Message Handling System Course, DMS Opera ting Systems Administrators Course, DMS Client/Server Fundamentals (Help Desk) C ourse, DMS Systems Administrators Course, Certification Authority Workstation (C AW) Course, Information Assurance Security Officers (IASO) Course, HP UX Systems Administrator I & II . Exchange Server 2003 Installation, Upgrades and Migration, Creating Active Directory Diagram, Designi ng and Planning, Management and Fault Tolerance, Designing Server and Client Co nnectivity, Planning for Active Directory, Designing a Messaging Infrastructure, Configuration for Exchange and Foreign Messaging Systems, and Planning Group P olicy and Security Professional Associations - Project Management Institute (PMI) - Armed Forces Communications and Electronic Association (AFCEA) - United States Specialty Sports Association (USSSA) - Washington Area Military Athletic Conference (WAMAC)