Shondolyn Villacis

• Manage the successful execution of government-assigned projects, demonstrating expertise in project requirements analysis, scope definition, budget allocation, scheduling, and performance tracking
• Regularly monitor project performance, implement necessary adjustments, and provide comprehensive progress reports on schedules, ensuring alignment with project objectives
• Conduct interim progress reviews for government stakeholders as needed, fostering effective communication and transparency throughout the project lifecycle
• Assist in proposing, implementing, and enforcing government policies, standards, and methodologies, contributing to the organization's compliance and efficiency
• Direct the development of critical studies, reports, and acquisition document preparation to showcase proficiency in researching and documenting
• Possesses over five years of specialized experience, demonstrating a deep understanding of Federal Acquisition law, regulations, policies, and procedures
• Work collaboratively within a dynamic team environment, promoting teamwork, cooperation, and productivity through professional behavior and effective communication
• Manage multiple tasks simultaneously in a high-pressure environment, exhibiting strong organizational skills and the ability to coordinate and prioritize tasks effectively
• Establish positive working relationships and interface effectively with government, military, and contractor personnel at all levels, enhancing cross-functional collaboration.

• Independently coordinate, audit, and participate in Configuration Control Board (CCB) processes and meetings
• Assist Configuration Control Board, coordinate change requests and validate documentation and software/hardware changes to verify compliance with Configuration Management Plans (CMP)
• Frequently collaborate with internal company and external contacts for quality check inspections and create and maintain documentation
• Represents organization on specific projects, tracking metrics and giving presentations to small groups
• Facilitate, conduct and document quarterly audits, system baseline reviews, release planning, and scheduling program protection, and critical analysis reviews
• Review and understand technical and programmatic documentation for accuracy, implementation, and completeness
• Serves as a central point of general information for projects to interface and communicate information to a vast audience
• Use Jira and Confluence to facilitate Daily Scrum, Sprint Planning, Sprint Review, Sprint Retrospectives and Quarterly Releases
• Assist with product backlog refinement and scheduling.

• Collaborates with the Unified Communications (UC) team to develop and implement strategies for a highly redundant and available network for day-to-day operations
• Report to government personnel on the progress of the project on a weekly and monthly basis and effectively communicate technical details and summarized impact analysis to management
• Conduct meetings with the engineers to document open and completed tasks, issues, or concerns
• Coordinate with multiple sites to gain proper credentials for conducting site surveys to determine the readiness of sites to accept the new Unified Communications hardware solution
• Works with the Technical Manager to perform analysis and capacity planning for Unified Communications system expansion and upgrade and document appropriate disaster recovery procedures to support business continuity
• Provide technical writing support in creating SOP documentation, training documents, onboarding procedures, and technical graphs for engineer support and stakeholder awareness.

• Create projects within the AWS environment to support over 4000 enterprise users
• Collaborate with developers to develop best practices for complex technical problems
• Create Active Directory accounts, issue and maintain tokens
• Works with AWS technologies and tools to accomplish specific use cases encountered within the project
• Responds to Jira Service Desk requests and assists users with problems such as rebuilding workspaces, monitoring the health of EC2 instances then troubleshooting their failures, resizing users’ workspaces or EC2s, creating Route 53s, helping users set up their S3 buckets and WordDocs, troubleshooting IAM access issues and assigning certificates through Certificate Manager
• Worked with engineers to create technical documents such as SOPs and update confluence pages when new processes were made or issues were resolved
• Interacts with users & vendors for outreach, awareness, and support
• Interact with Linux and Windows OS, applications, and environments to create IT automation and orchestration activities
• Patch servers using Windows Server Update Services (WSUS) and Salt for Linux whenever a critical patch is released
• Reads the Nessus scans to ensure patching is complete.

• Standing up and maintaining several high-profile IT servers for the government, including troubleshooting connectivity, patching, and monitoring
• Installing and configuring Ansible and Git repositories
• Testing and deploying playbooks
• Manage STE/STN efforts by implementing security patches and updates in conjunction with agency policies and standards
• Maintain virtual and physical lab environment for compliance with the agency’s current security requirements
• Perform remote and onsite technical support duties on a network of computers using Red Hat Linux, Windows, and VMware vSphere
• Install, upgrade, and maintain Linux-based systems such as the Dell iDracs, VMware, and YUM repositories (Red Hat Satellite)
• Install and configure physical and virtual network infrastructure, including Cisco Nexus switches and ESXi on Dell PowerEdge VRTXs, VMware NSX, and iSCSI for storage
• Run network configuration changes through the network modeling software and correct errors
• Works as a member of the technical writing team to create and enforce SOPs and documentation procedures.

• Provide written and hands-on training for technicians in the field
• Coordinate with government officials and contractor personnel to access various SCIFs in the Maryland, DC, and Virginia areas
• Provided cradle-to-the-grave support for over 300,000 new deployments and upgrades
• Assessed and documented site configuration and user requirements
• Provided technical writing documentation for customer knowledge repository
• Provided oversight for pre-installation requirements and led the preparation of plans, SOPs, and technical design packages
• Troubleshoot network issues for single workstations, floors containing workstations, and whole buildings
• Installation of software either manually or through BMC Footprints and application configuration
• Reset Cisco network ports and provide Tier II post-installation support.

• Served as the initial point of contact for IT users across the global enterprise
• Interacted effectively, courteously, and directly with the user to resolve technical issues and respond to queries and service requests by telephone, web-based portals, email, or other methods
• Highly knowledgeable in IT operations, platforms, and functions
• Possesses mastery of desktop systems and various software applications; proficient understanding of IT hardware and networking services, including Active Directory and software installation; comprehensive skills in drafting and implementing standard operating procedures and technical documentation
• Works with customers to troubleshoot access issues due to PKIs
• Able to touch-type and enter detailed information in the trouble ticketing system while interacting with the customer telephonically.

• Provided operational leadership and work and training guidance to personnel, providing phone and chat support
• Assisted customers in resolving complex technical problems for software and hardware issues
• Utilized Remedy and SupportIT database to log, track, and maintain ticket history and related subject matter
• Managed Active Directory security groups, aliases, distribution lists, exchange servers, and shared directories (NFS) on an enterprise-level
• Identified, evaluated, and prioritized customer challenges and concerns to ensure that inquiries were successfully resolved
• Analyzed and evaluated inquiries/problem reports and made recommendations to reduce help desk call rates.

Jr. Project Manager Responsibilities:

- Coordinated project schedules, allocated resources, and managed project equipment and information.

- Liaised with clients to identify and define project requirements, scope, and objectives, ensuring alignment with their evolving needs.

- Successfully broke down projects into actionable tasks, established timeframes, and ensured project completion.

- Scheduled and coordinated meetings and events, optimizing team collaboration and project efficiency.

- Prepared engaging presentations based on key points and thorough research.

- Processed orders and maintained meticulous project documentation.

Switchboard Operator Responsibilities:

- Operated the dealership's switchboard, managing incoming, outgoing, and interoffice calls.

- Effectively relayed messages and critical information, demonstrating exceptional communication skills.

- Handled emergency calls with composure and efficiency.

- Assisted callers with inquiries, providing accurate and courteous responses.

- Performed receptionist duties as needed, ensuring a seamless customer experience.

- Maintained call logs and records to support data analysis and process improvement.