Victor H.

Food and Drug Administration – With the FDA, Mr Holman was the Performance Manager of a large scale call center consolidation effort among six operating divisions within the Food and Drug Administration with a strong focus in ensuring a seamless transition throughout the consolidation efforts. Duties included analyzing help desk performance and trends and providing statistical reporting for the Director. Another focus was Process Engineering, identifying areas for near-term and long-term improvements based on SLA requirements. Specifically, Mr Holman identified service requirements and service level metrics, documented and standardized processes among the call centers, and helped design a unified trouble ticketing system. Mr Holman developed a help desk manual encompassing the common and Center-specific processes for the IT Shared Services Help Desk as well as designed an operating level agreement for communication among the help desk tiers. Mr Holman also provided a cost analysis and comparison for the FDA centers’ systems management tools. Training in this area includes ITIL certification in Service Management. Health and Human Services – With HHS, Mr Holman acted as technical liaison to the Economics Business Analysis team in an $2.5 million IT consolidation task for eight operating divisions within HHS. Responsibilities included leading IT Service Management Catalog creation, collecting hardware, software, labor and budget data, assessing the data and developing a baseline of the current environment, and designing their future infrastructure and performance model, including a virtual service center and service level requirements. Challenges included communicating with the Directors of each operating division and gaining employee acceptance despite the consolidation effects eliminating all but one Director position, versus the previous eight. Deliverables Mr Holman developed includes an implementation plan, personnel transition plan, communication management plan, an architecture cross-walk, and an As-is To-be analysis for each of the eight operating systems, including hardware/software/support costs and network consolidation plans. Internal Revenue Service – In an IRS Modernization project, Mr Holman was the IT liaison for the economics business analysis team in a $2.1 million task that presented a business case analysis of the IRS distributed computing environment. This entailed analyzing viable alternatives available to meet FAIR Act requirements, developing a competitive sourcing strategy for each alternative, and validating IRS asset and labor inventories. Mr Holman’s individual contributions included developing a baseline of the IRS IT service delivery, preparing a seat management vendor summary which detailed past and current seat management initiatives, their contract demographics and delivered capabilities, and conducting best practice interviews to IT management personnel and captured additional data used to provide analysis of their overall infrastructure and IT service delivery. Other responsibilities included coordinating with cross-functional teams to produce deliverables and providing technical expertise for cost study. Centers for Medicare and Medicaid Services –With CMS, Mr Holman lead a small team of help desk engineers in the planning, implementation and maintenance of CMS's 24 hour Beneficiary Network Services Network Control Center. Mr Holman’s specific duties involved applying processes, problem reporting procedures, repair and maintenance standards, and communication standards between the network control center, CMS and MCI Worldcom. Mr Holman provided tier I and tier II telecom support for a network that averaged five million monthly calls throughout the FTS2001 voice network of 65 call centers. Mr Holman monitored their toll free network and acted as a liaison between the call center managers and MCI. Mr Holman designed and helped develop the Remedy ARS trouble ticketing system used to manage trouble call incidents. Provided monthly statistics and adhoc reports using MCI Interact management tool. Air Force Material Command – With AFMC, Mr Holman was the IT liaison on a total cost of ownership (TCO) analysis project. Mr Holman’s main responsibility was to provide IT technical expertise to the economics business analysis team responsible for creating a business case analysis of potential desktop support and network enhancements. Mr Holman travelled to several AFMC locations, interviewed clients representing network management, help desk, and information assurance to develop an IT baseline and conducted surveys which provided the data collection process and best practices for a total cost of ownership analysis. Mr Holman also provided pricing for AFMC LAN/WAN hardware and software. United States Geological Survey – At USGS, Mr Holman was part of a Enterprise Network Management team that implemented and managed a total network management solution. Applications Mr Holman was responsible for monitoring and developing included HP Openview, 3Com Transcend, Marconi ForeView, Concord NetHealth, and MRTG. In addition, Mr Holman help monitored USGS Cisco and 3Com routers, and Fore switches. In addition, Mr Holman created HTML links between USGS’s T1 and T3 lines and MRTG (Multi Router Transit Grapher) using MapEdit software.