Bernard A.

Coles III, PMP

5037 Warwick Hills Court
Haymarket, Virginia 20169
(703) 753-8706
bernardcoles@gmail.com
Career Highlights
Employment background includes over twenty years of information technology and t
elecommunications experience focused on program management, IT governance, contr
act management, web application deployments, system testing, system development
lifecycle, network management, and service desk operations. Current focus is de
livery and implementation of enterprise IT service management and serice deliver
y capabilities for United States Federal Civilian agencies. Certifications incl
ude Project Management Professional (PMP) and Information Technology Information
Library (ITIL) v3 Foundation designations. Currently hold an active Public Tru
st clearance.
Experience and Accomplishments
July 2009 - November 2010
Senior Program Manager (1099 Contractor) BESTech, Inc., McLean, VA
Accountable to senior company leadership, for business capture and service deliv
ery to Federal IT clients. Established enterprise program management methodolo
gy to govern opportunity selection, proposal development and client presentation
efforts, as well as ensure contract compliance and consistently effective task
order management on all awards. Leveraged program office procedures to manage a
n independent data center assessment engagement, for the United States Forest Se
rvice, to include analysis of migration strategy and plan, as well as analysis o
f the client's IT service management plan and capabilities. Accountable to the
firm's executive management and the client for delivery and financial performanc
e as stipulated in the contract. Managed subcontractors in accordance with the c
ontract action plan to identify and validate the technologies, methodologies, an
d approaches employed by the client, as identified in the contract Statement of
Work. Managed the subcontractor to develop the optimal solution set based on SO
W requirements, and coordinated activities to ensure that all contract deliverab
les were completed within client time and budget expectations. Recruited techni
cal experts to fill positions on the contract; conducted interviews and made fin
al recommendations regarding candidate selections and salaries. Represented BES
Tech, Inc. in executive client meetings, interviews and briefings.
January 2008 - July 2009
Program Manager CNSI, Rockville, MD
Managed all CNSI personnel in support of the USDA Food and Nutrition Service (FN
S) agency's WAN/LAN IT Infrastructure support contract. Scope of support is com
posed of System Operations, Network Operations, NOC, and Service Desk. Organize
d corresponding functional areas to establish the Agency's Office of Information
Technology (OIT) operations team. The team ensured optimal performance and ava
ilability of FNS's mission critical systems through execution of IT service mana
gement best practices. Implemented ITIL based service management methodologies
and supporting capabilities to position FNS OIT for enterprise IT service delive
ry process improvements, via NOC and network monitoring processes, and in parall
el, positioning CNSI to measure performance against contract service level agree
ments. Major service improvement projects included implementation of an ITIL ba
sed ticketing and asset management solution, enterprise network management solut
ion implementation, and introduction of a phased approach to solution delivery,
based on CMMI standards. In addition to management of each functional area, als
o ensured optimal performance in the areas of contract profitability, human reso
urce management and overall client satisfaction. Established and executed the c
ontract communications plan to include weekly and monthly contract performance r
eporting to Federal executives and the Contracting Officer. Performance during
the base contract year resulted in successful award of the first option year, al
ong with an increase, in contract value, of $1.4 million.
May, 2006 - September, 2007
Program Manager The Ventura Group, Ashburn, VA
Leveraged standards-based project management methodology to direct the build-out
and optimization of an enterprise wide area network and supporting services for
the United States Department of the Interior (DOI). The program leverages Veri
zon's high seed backbone network service to consolidate thirteen disparate Burea
u data centers into an authoritative wide area network (WAN), to be centrally ma
naged by the DOI's Enterprise Services Center (ESC), which included the departme
nt's network operations center (NOC). As the on-site lead for the primary contr
actor, coordinated and managed contract and sub-contract operations personnel to
execute the consolidation and establish the DOI enterprise IT service organizat
ion. Also established annual budget and controlled costs for all program compo
nents. Leveraged PMI practice standards to initiate, plan, execute, control and
close supporting projects. Also executed ITIL service management best practice
s to standardize IT operations and service delivery across DOI's thirteen Bureau
s. Monitored program performance and the performance of supporting projects in
terms of earned value and recommended corrective action to Division management,
as required. Delivered program performance results to the Office of Management
and Budget. Consultant to the DOI Enterprise Infrastructure Division Chief on p
roject management and IT service management best practices.
July, 2001 - April, 2006
Senior Project Manager Time Warner Cable, Herndon, VA
Managed the enterprise-level network management system development initiatives f
or Time Warner Cable's Advanced Technology Group (ATG). Initiatives leveraged I
TIL service management functions and system development methodology, to implemen
t an SDLC-based product development process that was adopted by the enterprise t
o govern new product deployments in support of Division and National global netw
ork operations centers (GNOCs). Developed and implemented project plans to bala
nce cost, quality, and timeframe to deliver. Leveraged industry standard projec
t management methodology to initiate, plan, execute, control and formally close
projects. Process improvement projects resulted in procedures and tools that op
timized support of the managed service delivery architecture. Initiatives includ
ed successful delivery of an enterprise asset management solution which contribu
ted to Sarbanes-Oxley compliance, as well as delivery of network management solu
tions related to Digital Phone (voice over IP) support. Successfully standardiz
ed configuration of the devices that compose ATG Operations' backbone network.
Regularly communicated project status to Senior Management via presentations and
written reports.
August, 2000 - March, 2001
Project Manager AETEA Information Tech, Rockville, MD
Successfully managed the full software development life cycle and implementation
of a web based Customer Relationship Management (CRM) application for Winstar C
ommunications Incorporated. Performed continuous feasibility analysis to contri
bute to funding decisions. Analyzed earned value to measure cost and schedule p
erformance indices. Conducted cross-functional development team meetings to co
nfirm business and system requirements. Coordinated efforts with Winstar person
nel and the third-party developer, to perform successful functional and user acc
eptance tests. Developed supporting business processes, and coordinated trainin
g delivery. Phase 1 of the project consists of a "Beta" deployment to Winstar's
executive inquiry group. Subsequent project phases include analysis to determi
ne feasibility of integration with other applications, as well as deployment to
other Winstar Customer Satisfaction organizations.
Additional Experience
August, 1999 - August 2000
Project Manager Renaissance Worldwide IT Consulting, McLean, VA
Implemented the software development process to construct and deploy a web based
billing support application for Teleglobe Communications Corporation. Defined
business requirements, and facilitated review and user acceptance of the applica
tion design. Coordinated efforts with Teleglobe personnel and the third-party de
veloper, to perform successful functional and user acceptance tests. Developed
supporting business processes, and delivered application training. Successfull
y completed negotiations with executive management, to deploy the application wo
rldwide. Application is currently in production in the United States and South
American regions. Current implementation is focused in Canada, Europe, Asia, an
d the Pacific Rim. Completed requirements definition and application design to
facilitate Globerates' integration into Teleglobe's system of legacy application
s.

October, 1998 - August, 1999

Project Manager AETEA Information Tech, Rockville, MD
Managed the full software development lifecycle of quarterly system enhancement
projects for AT&T's Integrated Systems Test organization. Efforts led to an out
standing 100% of conditions tested and 98%achievement of expected results. 100%
of sub-projects were delivered to production within the release timeframes.
July, 1997 - October, 1998 Tyco Submarine Systems, Ltd., Baltimore,
MD
Project Manager
Directed international provisioning of STM-1 fiber optic capacity for Atlantic C
rossing-1 clients. Coordinated the efforts of the Network Operations Center, und
ersea cable stations, and inland provider organizations to provide shore-to-shor
e testing and deliver service. Established support strategies to promote added
value and growth.

November 1996 - July, 1997 AT&T Business Markets Division, Herndon, VA

Project Manager
Utilized exceptional provisioning knowledge and project management skills to ens
ure seamless delivery of
inbound and outbound network services to AT&T's wholesale clients. Managed memb
ers of
cross-functional teams to ensure all service components were completed to meet t
he customer's specified
time frame. Effectively coordinated efforts within the provisioning centers, to
deliver service within the customers' specified time frames and specifications
on over 90% of all projects.
September, 1994 -- November, 1996 AT&T Business Communications Svcs, Herndon,
VA
Process Engineer
Analyzed existing ordering, customer service, and provisioning processes within
the Customer Care centers, to identify opportunities for process improvements.
Formally documented implied processes as well as developed and deployed processe
s for new initiatives. Point of reference for policy interpretations. Project
chairperson for major process implementations. Efforts resulted in the eliminat
ion of expenses associated with collection activity caused by improper migration
of customers from AT&T's wholesale markets to its commercial market segment.
May, 1993 -- September, 1994 A&T Business Communications Svcs, Herndon, VA
Billing Manager Customer Service Center
Managed resolution of Software Defined Network and Inbound usage issues for nati
onal and major market clients. Exceeded expectations by facilitating billing of
1.2 million messages from September 1993 through December 1993, equating to a 4
0+% reduction within a three-month period. The trial's success resulted in its
endorsement by all centers nationwide.
May, 1991- May, 1993 AT&T Business Communications Svcs, Herndon, VA
Assistant Manager Front End Center
Managed a customer service group which consisted of Service Order Administrators
and Sales Representatives
who supported Inbound, SDN, and DCS services for VTNS clients. Significantly in
creased customer satisfaction by reducing unbilled usage by 64% in 1992 and 1993
.
April, 1990 -- May, 1991 AT&T Network Services Division, Herndon, VA
Assistant Manager Marketing Delivery Center
Managed order-processing operation for national, major and commercial market acc
ounts. Supported Service Order Administrators who processed and tracked Inbound,
SDN, and DCS orders. Increased percentage of orders issued on time from 60% to
an outstanding 98%.
January, 1989 -- April, 1990 AT&T Network Services Division, Herndon, V
A
Service Order Administrator Marketing Delivery Center
Processed SDN, and DCS service orders for national accounts. Selected for desig
nated support of VTNS and other high profile clients. Earned several commendat
ions for outstanding client support.

May, 1987 -- January, 1989 AT&T Communications, Silver Spring,

MD
Account Representative Residential Billing Center
Serviced residential equipment and long distance accounts for residential custom
ers throughout the Middle
Atlantic states. Resolved customer order and billing inquiries. Earned several
awards and commendations for outstanding sales and customer service.
Related Skills
Microsoft Project, Business Process Reengineering, Earned Value Analysis, Critic
al Path Analysis,
Project Cost Control, Project Network Diagram Development and Analysis, Project
Feasibility Analysis,
Visio Professional and Technical, COTS Application Integration, Microsoft Office
, SEI-Software Capability Maturity Model, Business Analysis
Technologies
Windows XP, Windows server 2003, MS Office 2003/2007, VM Ware, Blade Server (HP)
technology, back-up and storage technologies (NetApp/EMC), and UNIX Operating
Systems, Microsoft Internet Information Server, Oracle, SQL, HTML, DHTML, XML, X
SL, Microsoft Access, Visual Basic, Java, Java Script, Java Server Pages, C, C++
, Perl, Perl Script, Active Server Pages, ActiveX Data Objects
Education
Bachelor of Arts Degree; English, Saint Paul's College, Lawrenceville, VA
Master's Certificate, Project Management, George Washington University
PMI Certified Project Management Professional