14212 Angelton Terrace

Burtonsville, MD 20866
(C) 301-580-5682
Key Skills & Knowledge
Management
IT Services Management
IT Operations Management
PMO Management
Strategic Planning
Business Analysis
Developed Vendor Relationships
Team & Group Building
Developed Engineer Training Programs
Communication & Team Coaching
Developed Documentation Standards
Created ISO9001 Processes & Procedures
Quarterly Business Reviews
Business Development
Budget/Cost Control & Reduction
Solution Development
Technical Consolidation Strategies
Technical Standardization Strategies
Maintenance Review & Reductions
Process Improvement
IT Architecture Review
Improved Helpdesk SLAs
Project Management
Created Full Project Life Cycles
Developed Custom Methodologies
Resource Scheduling
Communication Planning
Earned Value Analysis
Project Schedules
Risk Management
Project Management Reviews
Profit & Loss Management
High Customer Satisfaction Ratings
Created Customer Training Programs
Resources Management
Developed Change Management Process
Created Level of Efforts
Bill of Material Reviews
Improved Customer SATs
Certifications
IT Management Certification (ITM)
Network Engineer Management (NEM)
Cisco Certified Network Associate (CCNA)
Certified Novell Engineer (CNE)
Certified Novell Administrator (CNA)
Computer Business Software (CBS)
Professional Training
Project Management Professional (PMP)
Apropos Automatic Call Distributor (ACD)
Cisco IPCC Express & IP IVR Deployment (CRSD)
Cisco IP Telephony Troubleshooting (IPTT)
Cisco IP Telephony (CIPT)
Building Scalable Cisco Networks (BSCN)
Configuring, Monitoring, and Troubleshooting Dialup Services (CMTD)
Introduction to Cisco Router Config (ICRC)
Education
Leadership Management,
University of Maryland (UMCP),
Robert H. Smith School of Business
Leadership Life Cycle Management,
Anne Arundel College
Computer Science and Business Major, Montgomery College
Professional Affiliations
Project Management Institute (PMI)
IT Service Management Forum (ITSMF)
Institute of Electrical and Electronics Engineers (IEEE)
Cambridge Whos Who VIP
TSW Women in Services
Chesapeake Regional Tech Council
Clearance
TS/SCI in process

CHRISTINE BAKER
ChrisBakerWork@gmail.com
Technology Director IT Services Director IT Data/Voice Architect
PROFILE
Highly accomplished, award-winning IT management professional with proven abilit
y to facilitate corporate success through project and technology operations lead
ership. Special expertise in directing service delivery, solution development, t
echnology implementation and operational activities. Adept at building and manag
ing project and engineering teams, formulating IT methodologies, and administeri
ng project and program budgets. Excellent problem solving, risk management and a
nalysis skills.
Areas of Expertise
IT Management Program/Project Management IT Operations Strategic Planning Pr
ocess Improvement IT Services IT Architecture VoIP Architecture Team Leaders
hip Budget/Cost Control Coaching SLA Management Business Analysis Risk Mana
gement Change Management Solution Development

PROFESSIONAL EXPERIENCE
IT SERVICES BUSINESS MANAGER, FEDERAL NE
World Wide Technology, Inc. (WWT) Herndon, VA 2010 - Prese
nt
Manage IT professional services for the Federal North East region. WWT is a lead
ing Systems Integrator providing technology products, services, and supply chain
solutions to customers around the globe. A world-class organization approaching
$3.5 billion in revenue with over 1,200 highly trained employees.
Manage and support Program Managers and all professional service projects in th
e Federal NE region.
Take over problem accounts and bring them back to a successful program with hig
h customer satisfaction.
IT Architect Lead ensuring valid solution and design rollout.
 Build relationships between sales, presales, supply chain, and professional ser
vices.
Ensure pipeline services forecasting is captured and communicated across teams.
Grow large program accounts.
Promote the benefits of the Professional Services division, internally and exte
rnally.
Manage vendor relationships.
Improved process and mythology.
DIRECTOR OF ADVANCED TECHNOLOGY SERVICES
Force 3, Inc. (F3) Crofton, MD
2006 2009
Managed federal and commercial engineering and project management teams for $400
M Cisco & Microsoft Gold Partners; specializing in Cisco Unified Communications,
Mobility, Security, Global Networking including EMC/VMware Data Center Consolid
ation & Storage services. Performed project management and risk management for c
lients. Created life cycle methodologies, and ISO 9001 policies and procedures f
or all IT delivery service practices. Oversaw complete project life cycles. Held
responsibility for SLAs, customer satisfaction, and P&L. Developed end users tr
aining programs.
Assisted with business development and marketing strategy development. Analyzed
monthly financials. Member of F3 Career Lifecycle Council. Prepared and administ
ered budgets as large as $50 million dollars. Supervised up to 20 project manage
rs and engineers, plus sub-contractors.
Established entire Commercial Service Delivery Practice. Developed all policies
, procedures, and methodologies. Developed training programs and materials.
Grew Commercial practice to $30M in less than 2 years,
Coordinated up to 40 projects simultaneously while maintaining 95% or better sa
tisfaction rate.
Improved close ratios 60% by developing service delivery playbook, customizing
SOWs, BOMs, and other project documents/processes.
Grew sales 20% through ROI evaluation, business analysis, and project account m
anagement.
Increased productivity and quality by formulating engineering and PM training/m
entoring programs.
Contributed to profitability by achieving repeat business with 100% of assigned
clients.
Built and managed Unified Communications team, which achieved 100% customer sat
isfaction rate.
Increased Mobility, Security, and Global Networking customer satisfaction level
s to 95%.
Earned extensive recognition and frequent promotions.
Designed and implemented ISO9001 policies and procedures and ensured compliance
.
Awards: Presidents Club Award and F3 Leadership Program Award.
LEAD NETWORK/VOICE ENGINEER / LEAD ARCHITECT
Manugistics, Rockville, MD
2001 2006
Managed IT infrastructure and telecom design, implementation, and support projec
ts for $400M global supply chain and revenue management solutions company. Super
vised 25 engineers across multiple locations. Administered budgets as large as $
115M. Evaluated new hardware. Performed maintenance contract management and netw
ork team supervision.
Lead Architect and Project Manager for IT infrastructure & Telecommunication de
sign, implementation, & support for global network, including IP telephony and v
ideo, for 27 global sites.
 Merged two locations into one 2000 user campus ensuring secure connectivity dur
ing move transition.
Designed and implemented 99.999 worldwide network with business continuity.
Main Campus project was completed ahead of schedule and within $115 mil budget.
Managed maintenance contracts reducing costs by 10%.
Architected and implemented Ciscos IP Telephony (IPT) solution creating 4-digit
dialing between sites which increased productivity and reduced costs by more th
an 50%.
Designed new IP scheme allowing for IP convergence thus shorting routing time b
etween locations creating quicker data transmission.
Improved productivity by developing enterprise business continuity plan and net
work usage policies.
Managed team of 25 engineers spread across multiple locations.
Architected transition from Cabletron/Nortel network and Avaya telecommunicatio
n to a Cisco network and IP telephony worldwide solution.
Improved productivity by developing enterprise business continuity plan and net
work usage policies.
Awards: Excellence Award, Distinguished Service Award, and Employee of the Quart
er Awards.
PREVIOUS EXPERIENCE
SR. NETWORK ARCHITECH
Ensoport Internetworks, Inc., Washington, DC
2000 2001
Designed cost effective Internet Service Provider (ISP) solution for third world
countries. Documented and tested all aspects of network design and performance
including remote recovery and hot deploy. Responsible for client training. Deve
loped mega-proxy solution over Frame Relay for deployment of ISP Franchises and
corporate WAN infrastructure.
SR. NETWORK ENGINEER / LOTUS NOTES ADMIN,
Orbital Sciences Corp., Germantown, MD 1
998 2000
Designed, implemented, & supported LAN/WAN network for all satellite sites consi
sting of approximately 5000 user devices. Created implementation plan for changi
ng routing protocol from RIPv2 to OSPF and BGP configuration for multi-homed acc
ess to our ISPs. Developed dialup access using Secure IDs w/ Cisco Secure softwa
re. Management tools used: HP Openview, Netscout, and SnifferPro. Created and ma
intain all LAN/WAN documentation; this included wire and rack drawings, configur
ation/change management, and procedures on configuring and troubleshooting Cisco
switches and routers. Planned and implemented migration from CC Mail and Group
Wise to Lotus Notes R5. Trained Jr. Network Engineers.
Awards: Employee of the Month and Employee of the Quarter Awards.
NETWORK ENGINEER / NOVELL ENGINEER / COMPUTER ANALYSTS
Litton PRC, Washington, DC / McLean, VA 1
996 1998
Worked on various contracts for the federal government.
Held Top Secret Clearance.
Associate Computer Analysts / Network Engineer for the Law Enforcement System (
LES) Group IDIS Project Database and Network development of the FBI fingerprint
scanning system.
Associate Computer Analysts / Network Engineer for the Federal Courts Project -
Evaluated site surveys and designed Ethernet and Fast Ethernet bus topologies f
or the Federal Courts Novell Network.
System Administrator LES Division - Maintained 4.10 Novell servers running on a
n Ethernet bus topology with support for AppleTalk.
Jr. Network Engineer Executive Office of the President (EOP) IS Department Sup
ported Whitehouse network including Helpdesk support and NT4.0 server builds.
Awards: Multiple Employee Quarter Awards.
Networking Hardware
Routers & Switches Cisco Routers & Switches; Nortel Routers ASN & ARN series, J
uniper WXC Platform (was Peribit), Internal & External CSU/DSU, Enterasys/Cablet
ron, HP, 3Com, and various others.
Remote Access Cisco AS5300, AS5350, Shiva Access Server, Lucent Ascend Access S
ervers 4000 series, Juniper SA6000 & 700 series SSL VPN (was Neotersis), Cisco W
ireless Access Points (WAP).
Security Cisco Pix, ASA, NAC, IDS, IPS; CheckPoint Firewalls/VPN; Juniper Netsc
een 50 & 5GT Firewalls/VPN.
IP Telephony Cisco Voice Gateways, Analog Gateways VG248 & VG224, Cisco IP Phon
es 79xx
Networking Software
Unified Communication - Cisco - Call Manager (CCM) 3.x & 4.x, Unified Communicat
ion Manager (UCM) 5.x & 7.x, CallManager Express (CME), Personal Assistant (PA),
Web Attendant, Attendant Console (AC), IP Softphones, IP Communicator.
Automatic Call Distributor (ACD) - Interactive Voice Response/ IP Contact Center
(IVR/IPCC) w/ Integrated Contact Distribution (ICD) Agents, IP Contact Center E
xpress (IPCC), Unified Contract Center Express (UCCX), Apropos, Avaya ACD
Voice Mail Avaya Intuity, Unity VM & UM, Cisco Unity Express (CUE).
IP Video& Conferencing Cisco IPTV, Conference Center (CCC), MP, MPE, Polycom,
Global Crossing.
NW Management CiscoWorks, Solarwinds, Orion, HP Openview, Websense.
Authentication TACACS, AAA, & RADIUS.
Routing Protocols BGPv4, EIGRP, RIPv1, RIPv2, & OSPF.
Routed Protocols IP, IPX, Apple Talk. Line Protocols Frame Relay, MPLS, HDLC,
PPP, ISDN.
Configuration Parameters HSRP, ASN, QoS for IPT & IPV, Dial Peers, SRST, IGMP,
MGCP, H.323, SIP, SCCP/Skinny