THOMAS E. LEONARD

5625 Voorhees Lane - Holly Springs, NC  27540

(919) 434-6074

E-mail teleonard@gmail.com

WORK SUMMARY

More than twenty-five years of progressive management and technical experience -- Including Network Engineering Management, Network Operations Center shift management, WAN & LAN support, Unix and Windows network systems administration, help desk management and support, web site development, and computer based training administration.  More than sixteen years experience in project management, supplier management, and contract negotiations and management.

PROFESSIONAL EXPERIENCE

Manager - Managed Services Delivery - Implementation Engineering – Verizon Business – Cary, North Carolina
Oct 2000 - Present

Manager of Implementation Engineering for the MCI Managed Services Customer Network Delivery organization that has delivered customer networks for more than 600 MCI Managed Services customers including Social Security Administration, FedEx, Washington Mutual, Ryder, TD Waterhouse, and the US Postal Service

Ø Lead teams in the U.S. and Brazil in support of the network engineering support for the ABN AMRO global network – successfully completed the management takeover and device reconfigurations for approximately 6,000 sites in North and Latin America within a 5-month period, finishing 1-month ahead of schedule.  Lead the U.S. and Brazilian teams in creating processes that successfully supported the IOS/OS upgrades and end-of-life router/switch replacements for the same 6,000 sites.

Ø Lead team that studied ongoing process problems for engineering groups in Cary, NC; San Jose, CA; Virginia; and Amsterdam that were causing significant delays in getting customer routers into a managed status.  Upon completion of the study, developed and instituted quality program and processes that resulted in a 2-day reduced time-to-implement and also resulted in a 30% increase in production during 2001.

Ø Successfully managed both local and remote engineering groups in Cary, NC and Piscataway, NJ with 100% employee retention rate.  The twelve Network Engineers working at these two locations typically configure and test more than 3,000 new managed service customer routers and complete changes to more than 5,000 existing customer routers each year.

Network Engineer – MCI – Research Triangle Park, North Carolina
May 1998 – October 2000

Lead Network Engineer supporting the US Postal Service international network - consisting of more than 8,500 Cisco routers.  Responsibilities include management of the daily operations and work schedule for the USPS Network Operations Center Swing shift, completion of monthly Local Exchange Carrier performance reports, technical oversight for shift engineering, and input and development of numerous Standard Operating Procedures for USPS Network Operations Center.

Ø Appointed as USPS Network OPS Center Shift Supervisor based on knowledge, proven skills, and proven ability to lead team to the highest performance standards

Ø Developed workflow processes and checklists to ensure new site acceptance met the highest quality standards and for use in training newly assigned engineers to accelerate their progress toward becoming productive members of the team

Ø Developing training materials and a New Employee Handbook provided for all new employees which resulted in much shorter time for engineers to become productive and assume full workload

Ø Developed website materials to assist Network Operations engineers and to provide continuity of information

Ø Rewrote several Standard Operating Procedures used by USPS NOC to improve customer service and increase quality levels of work accomplished by NOC engineers

Network Engineer - AT&T Solutions - Research Triangle Park, North Carolina
Dec 1996 – Apr 98

Network Engineer supporting the AT&T Solutions Virtual Private Network contract with MasterCard International.  Responsibilities include configuration, management, and troubleshooting global wide area network of Cisco routers, Cabletron hubs, CSU/DSU devices, ISDN, Frame Relay circuits, and private line circuits.

Ø Manager in charge of scheduling for the MasterCard Client team, consisting of 20 members working three shifts on a 7x24 schedule

Ø Designed, developed, implemented, and managed intranet web site used by both AT&T and MasterCard personnel for management of the MasterCard VPN

Ø Developed flow charts to assist team personnel in decision making during network outages and meeting contract agreements when working with the Remedy ticketing system

Ø Created network maps for all currently supported MasterCard sites that consolidated from more than six sources all required support information into one document per site.  These maps are used by all support engineers both at the AT&T Global Client Support Center and at the MasterCard Network Control Center in St. Louis, Missouri

LAN/WAN/Desktop Support Analyst - AT&T Business Markets Division - Maitland, Florida
Apr 95 - Dec 96

Technical Analyst supporting the Network Computing Platform Organization.  Responsibilities included technical support for approximately 400 networked  client desktop and laptop computers.

Ø Was a major contributor to a significant reduction in the length of time and quality of service provided to the facility’s internal customers.  Before arrival the average time for problem resolution averaged more than eight days per call.  Significant contributions in the areas of improved troubleshooting methods, training of support team peers, and a strong customer satisfaction focus, improved the time for resolution of LAN/Desktop problems to better than 98% problem resolution within eight hours which was the best in the BMD.

Ø Solved an ongoing software/hardware conflict affecting release of the AT&T "Billing Edge" software, precluding delay of release and loss of revenue to the company.

Ø Actively involved as beta tester for Windows 95 and Windows NT 4.0.  Assisted the AT&T Billing Edge development and test teams in testing their software products on these new operating systems prior to their market release.

Ø Was selected as a member of the multi-location team for the Business Markets Division because of recognized expertise in the Microsoft Windows platform and was involved in the Operating System platform selection.  Was also selected as a member of the team that developed the Helpdesk software used by the division.

Network Administrator - Science Applications International Corp. (SAIC) – Fort McClellan, AL
Sep 95 – Apr 95  

Unix LAN Administrator for the Fort McClellan Regional Army Hospital.  Responsibilities included both technical and administrative management functions.

Ø Installed and managed a highly successful Local Area Network.  All work was accomplished ahead of all schedules and when completed the system functioned without unscheduled downtime for the entire period of my management.

Ø Installed and configured all hardware and software for local and wide area network which included five remote sites, fourteen DEC 486 ISA/PCI servers,  350+ terminals, and 25 client PCs. Configured and managed all network communication devices which included Synoptics Lattisnet 3030 Concentrators, 10BaseT cards, ATS-3395 terminal servers, and 3318S Network Management Modules. 

Ø Provided all system troubleshooting, repairs and replacement of malfunctioning equipment, as well as installation of all software upgrades.

Ø Maintained database of all hardware and software inventory for this network.

Ø Provided system user training for entire facility.

Ø Administrative responsibilities that included project management, ordering and receiving equipment, compilation of system performance statistics, network security reports, and preparation of monthly technical and statistical data reports. 

Superintendent, Information Systems - Patrick AFB Hospital, Florida
Nov 91 - Aug 94

Network and Helpdesk Manager for the Patrick Air Force Base Hospital that included mainframe and PC desktop support.

Ø Information Technology and Helpdesk Support manager for the Patrick AFB hospital with both mainframe and PC systems.

Ø Successfully managed numerous projects including $3 million project for complete replacement of existing hospital network system, as well as ordering, acquisition and distribution of computer systems equipment with a value in excess of $1.5 million.

Ø Managed several computer networks, including a Novell Netware LAN and a DEC PDP 11/84 system network. 

Ø Developed all network security and risk management plans.

Ø Developed and managed database system for management of hardware and software inventory with a value of more than 4.5 million dollars. 

Ø Managed a highly successful computer training program for 450 hospital staff

Ø Actively involved as a member and facilitator of numerous quality process action teams. 

TECHNICAL PROFICIENCIES

Hardware:

Computer Hardware:
IBM PC, Mac PC, DEC Mainframe, AT&T 3B2

Other Hardware:
Cisco Routers, Cisco & Cabletron Hubs, Nortel Routers, CSU/DSU, ISDN, analog modems, cable modems, frame-relay switches 

Software:

Operating Systems:
MS/PC-DOS, Windows (all versions), Linux, Unix, O/S2

Application Packages:

HP OpenView, Optivity, DEC TeMIP, MS-Office Professional, MS-Project, WordPerfect, dBase, MS-Access, Optivity, and Network General Sniffer

Programming Languages:    HTML, Unix script, dBase, basic, batch, MS-Access Basic, Sharepoint

EDUCATION

Ø Graduate studies in Computer Resources and Information Management - Webster University - St. Louis, Missouri - In progress (GPA 4.0)

Ø BA, Organizational Management - Warner Southern College - Lake Wales, Florida (GPA 3.95)

Ø AA, Applied Music - Community College of the Air Force - Maxwell AFB, Alabama (GPA 3.5)

Ø 100+ hours of Total Quality Management Training (Certified Facilitator) - Patrick AFB, Florida

Ø Six Sigma Training – Cary, NC

** Have current US Federal Government Secret Clearance - issued in 2000

REFERENCES - available upon request