1. Hugh E. Thomas
Herndon, VA 20170 ▪ 703-904-0848
huthomas@verizon.net
Clearance
▪ TS SSBI granted DOD
CAF 4/1/2015
Certifications
▪ GMU Project
Management Certificate
Program (Completed 12/2011
▪ ITILv3 Foundations
(ID #00019172 – 07/22/2010)
▪ PCWE, PCBA, PCBE
Wireless Certified
▪ PMP Training
Project Management
▪ Monitors & Controls
▪ Time Management
▪ Risk Management
▪ Scope Management
▪ Planning & Design
▪ Reporting / Dashboards
▪ Resource Alignment
Vendor & Customer
Relationship
Management
▪ Strategic Sourcing
▪ Lucent Vendor Contact
▪ Non-Disclosure
Agreements (NDAs)
▪ Service Level
Agreements (SLAs)
▪ PMP Principles
▪ Stakeholder
Identification
▪ Cross-functional
Communications
▪ Governance
▪ Service Delivery
EXPERIENCED PROGRAM MANAGER
Fortune ranked telecommunications & technology companies.
Experienced Program Manager with outstanding leadership and hands on experience in
deployment of software and hardware solutions. Expertise includes leading successful teams
(100+personnel) and technical groups in different geographic regions. Recognized for strong
interpersonal skills instrumental in building strategic partnerships at all levels of cross functional
teams.
PROFESSIONAL EXPERIENCE
Hewlett Packard, Enterprise Services, Herndon, VA
USPS Treasury Service PMO Director Apr. 2015 – Present
Responsible for successful projects delivery and client satisfaction via structuring and managing
various projects through to completion, on average 30 Build/O&M project per year. As well as
Quality Excellence, Vendor Management, and delivery of respective services. Deliver cross-
functional team building. Lead delivery, recommend improvement, resolve problems, up/cross
sell. Report on ITO delivery execution performance monthly.
 Escalate all vendor issues on behalf of client, drive for resolution
 Report on all SLA’s/SLR’s monthly and drive operation to meet objectives
 Regularly present results to client leadership on PMO performance
 Staff as need to meet the skills required for build SOW’s
Hewlett Packard, Enterprise Services, Alexandria, VA
DMDC (Defense Manpower Data Center) Support Center Manager Jan 2013 – Apr 2015
Directed all operations for over 100 employees, which included two major sub organizations:
Backoffice Operations and a Service Help Desk. This included two managers and four
supervisors, supporting RAPIDS, DEERS, eBenefits, My Access Center and other DoD
beneficiary applications, 7 X 24 X 365 day operation. Responsible for staffing levels, financial
goals and day to day operations.
 Provided monthly Senior Management Review (SMR) reporting to DMDC executive
leadership.
 Managed SRT (System Restoration Team) crisis action response/resolution. Continually
updated senior leadership of problem resolution.
 Analyze, prepare and report monthly service level goals to executive leadership.
 Manage site security escalation for DoD sites worldwide.
Cisco Systems, Herndon, VA
Operations Program Manager May 2010 - Jul 2011
Managed several customer projects including implementing branded service provider grade
management solutions, monitors, controls and closing of the projects. Accountable for the
direction and alignment of large and small global cross functional teams.
 Provided stewardship for business unit (BU) to include support for and compliance with
IPv6 as mandated by NIST and USGv6.
 Partnered with product management for 7 core products to identify the required features
needed in the products; coordinated the road maps for achieving compliance with an
enterprise wide working group.
 Edited a WiKi dashboard to facilitate real-time project reporting to the BU.
 Designed, formatted and administered an internal web portal providing information to
business partners in real time on deliverables, MIB’s, other software and services.

2. Professional Training
▪ Cisco Product
Development
Methodology Training
▪ Completed GMU IT
Foundation Series:
Security+ Certification
6/5-20/2010
▪ IPv6 WiKi editing for
internal information
delivery.
▪ WebEx
▪ CCNA Boot Camp
2010
▪ Proxim PCWE, PCBA,
and PCBE Certified
[wireless networking
training]
▪ Microsoft Office Suite.
▪ Digital telephony DS0,
DS1, DS3, T-1, SONET
OC12 to OC192 and test
equipment.
▪ Windows OS’s
Cisco Systems, Herndon, VA
Technical Marketing Engineer Feb 2000 - Jan 2002
Provided product technical support to sales engineers for next gen. voice networks. I worked with
Cisco engineering to identify product capabilities and translate that into information that sales
could use for responding to RFP/RFI’s.
 Implemented a web based information/self-help tool for internal customers using
RightNow Tech’s CRM software.
 Provided technical expertise to customers at trade shows about MGX8260.
Winstar Communications, Herndon, VA
Sr. Manager Customer Support Center Mar 1998 - Feb 2000
Operated the Winstar support center and resolved problems with service offerings. Managed a
department of two managers, four supervisors and 30 trouble ticket specialists. Successfully met
company operational support goals for MTTR.
 Teamed with other organizations to test and ensure system readiness for any possible
Y2K issues, resulting in zero outages during changeover.
 Managed a team of network control center specialists monitoring the national network;
reviewed over 1000 wireless links and performed tune-ups to certify all new links that
came into the network.
 Successfully transitioned the center from a medium to large operation center during our
relocation to Herndon.
PREVIOUS RELEVANT EXPERIENCE
Sprint PCS, Lenexa, KS
Sr. Engineer National Technical Assistance Center
MCI Telecommunications, Syracuse, NY
Operations Manager - Eastern Upstate New York, Syracuse, NY
Operations Supervisor - Upstate New York, Syracuse, NY
Supervisor & Sr. Technician - Washington, D.C.
US Air Force - Andrews AFB. MD and Langerkopf – Germany
Telecommunications Control Systems Specialist (AFSC-30750)
EDUCATION
George Mason University - OCPE Project Management Certificate Program (Completed
12/ 2011)
USAF – US Air Force Community College Telecom. Control System Specialist
University of Maryland - College Park BA Coursework
Various continuing education courses for management and technical subjects.
Proxim Wireless, Herndon, VA
Europe-Middle-East-Africa /CRM Manager Oct 2003 - Aug 2008
Led EMEA account support issues, interfacing between the customers and engineering to drive
for resolution for the top 10 channel partners, in over 10 countries (France, Poland, Spain, UAE,
Netherlands, South Africa, Rumania, Italy, and North Africa). Provided analysis of incidents for
process improvement.
 Setup logistics for EMEA repair house in Poland, reducing cost of shipping and
replacing defective units.
 Trained team to use our tools, provided on-going management of the relationship.
 Managed the relationship with key OEM partners (i.e. Avaya). Conducted weekly
meetings to review open and new issues and drive for resolution with our engineering
team. Closed all issues.
 Planned and coordinated the implementation of RightNow Technologies CRM software,
including migration of the existing knowledgebase within 60 days.
Gluon Networks, Herndon, VA
Customer Service Manager, Eastern US Feb 2002 - Oct 2003
Startup company. Responsible for all Customer Service for the company. Provided on site
customer support for the testing of Gluon’s CLX 6414 class-5 replacement switch. Ran customer
acceptance testing, site survey and installation of the switch for our first 3 customers.
 Installed the switch, its connections to the network, SS7 control links, billing server
(SUN Sparc server), adjunct services server, ran test plan with customer; applied all
operating software and patches and configured the switch translations per the routing
plan. Reporting weekly results back to management.
 Trained local personnel on switch operation and maintenance leveraging PowerPoint
presentations and hands on hardware.
 Setup RightNow Technologies eService Center for Gluon, including configuring and
customizing the look and feel of the application (HTML), and setting up users and rules.
Cisco Systems, Herndon, VA
Technical Marketing Engineer Feb 2000 - Jan 2002
Provided product technical support to sales engineers for next gen. voice networks. I worked with
Cisco engineering to identify product capabilities and translate that into information that sales
could use for responding to RFP/RFI’s.
 Implemented a web based information/self-help tool for internal customers using
RightNow Tech’s CRM software.
 Provided technical expertise to customers at trade shows about MGX8260.
Winstar Communications, Herndon, VA
Sr. Manager Customer Support Center Mar 1998 - Feb 2000
Operated the Winstar support center and resolved problems with service offerings. Managed a
department of two managers, four supervisors and 30 trouble ticket specialists. Successfully met
company operational support goals for MTTR.
 Teamed with other organizations to test and ensure system readiness for any possible
Y2K issues, resulting in zero outages during changeover.
 Managed a team of network control center specialists monitoring the national network;
reviewed over 1000 wireless links and performed tune-ups to certify all new links that
came into the network.
 Successfully transitioned the center from a medium to large operation center during our
relocation to Herndon.

3. PREVIOUS RELEVANT EXPERIENCE
Sprint PCS, Lenexa, KS 1996 - 1998
Sr. Engineer National Technical Assistance Center, team leader for 3 engineers.
Responsible for providing direction, set priorities and overcome obstacles.
MCI Telecommunications, Syracuse, NY 1977-1996
Operations Manager - Eastern Upstate New York, Syracuse, NY, 1988 -1996, hired and
developed team of 22 technicians and supervisors. Responsible for repair and readiness of over
200 miles of fiber optic cable, included 20 microwave repeater sites, 2 major junction sites. Ran
Advantage Dialer Program from Buffalo to Albany, contracted out to 3rd
party installer groups
(30 people), to do physical installation and maintenance. Also responsible for training and
inventory for Advanced Dialer Program.
Operations Supervisor - Upstate New York, Syracuse, NY
Supervisor & Sr. Technician - Washington, D.C.
US Air Force - Andrews AFB. MD and Langerkopf – Germany
Telecommunications Control Systems Specialist (AFSC-30750)
EDUCATION
George Mason University - OCPE Project Management Certificate Program (Completed
12/ 2011)
USAF – US Air Force Community College, 23 credits, Telecom. Control System
Specialist
University of Maryland - College Park, BA Coursework, 1 year.
Various continuing education courses for management and technical subjects.