HERBERT R. VALLE
HERBERTVALLE@YAHOO.COM
(703) 955-6809
SUMMARY OF EXPERIENCE
Mr. Valle is an energetic, positive, creative, innovative, visionary leader, trusted advisor, manager, and system
administrator who is extremely engaged and dedicated to his client’s success. He is an ethical and responsible
management and business analyst/consultant, technical professional and evangelist, and PM with over 25
years of success applying technical/business/ acumen and proven leadership skills to provide real-world
solutions to address the issues of government and commercial organizations. He is results-driven and gifted
at problem resolution and strategic thinking with a unique ability to anticipate requirements before they
occur. He thrives on solving problems most people avoid. He is a realist who logically and strategically
analyzes and dissects issues in detail, identifies potential problem areas and opportunities, and designs
develops practical, tactical steps, and innovative solutions built with team consensus supported by sound,
executable action plans, which result in increased shareholder value, improved control and visibility,
alignment of business activities with corporate strategy, improved business performance, and strengthened
return of investment. He is blessed with extraordinary patience and thoughtful leadership but more
importantly always has a positive, enterprise perspective which enables him to see possibilities that others
often miss.
Skilled and experienced in Information Technology Service Management (ITSM) framework, concepts, and
best practices, he understands the full ITIL service lifecycle from Strategy and Design, through Transition and
Operation, into Continual Service Improvement, developing, testing and aligning ITIL processes with the ITSM
toolset, and implementing policy, standards, and process sets with the ITSM tool into the production
environment. He is also experienced in Enterprise IT Architecture (Fit for Purpose), Open Standards
Architecture, Services Oriented Architecture, Software Development and Release Life Cycles, Data Center
Systems Analysis and Design, and Governance Architecture; He always is seeking and identifying opportunities
to make an organization more operationally effective and efficient. He has experience leading Enterprise
Infrastructure implementation and IT Operations optimization across a variety of industries and disciplines
including data center, service provider, and federal agencies. Accomplished, results driven, resourceful leader
with proven ability to overcome conflicting priorities and to manage and drive complex, challenging
technology and operational engagements including IT strategic planning and communications, governance,
vendor management and business continuity operation.
Passionate about new, evolving technology, Mr. Valle is also a technology-motivated engineer and evangelist
specializing in leveraging cutting edge technologies and applying industry best practices into solutions.
Experienced in Enterprise Architecture, functional engineering, design and development, prototyping, testing,
auditing, evaluation, certification and accreditation, integration, implementation, and delivery of business
solutions, he focuses on creating original research and authoritative insights on strategic business issues and
technology advances that are shaping the future to help clients enhance their business performance by
turning technology innovation into business results and aligning organizational capabilities with end user
capabilities and user and operational requirements.
CLEARANCE
TS/SCI CI Poly, DOD
TS/SCI, DOD
TS/SCI, DHS
TS/SCI, DOJ
EDUCATION, TRAINING &
CERTIFICATION
· ITIL Intermediate V3
(Operational Support and
Analysis)
· ITIL Intermediate V3 (Service
Operation)
· ITIL Intermediate V3 (Continual
Service Improvement)
· ITIL Intermediate V3 (Service
Strategy)
· ITIL Intermediate V3 (Service
Design)
· ITIL Intermediate V3 (Service
Transition)
· ITIL Foundation V3 and V2
· ITIL Practitioner V2 (Change,
Configuration, Release)
· Lean Six Sigma Yellow Belttrained
·
PMP-trained
· Security+(ce)
· Advanced Persistent Threats
(APTS): Targeted Attacks and
Defenses
· A+
· Network+
· Microsoft MCP Server 2000
· MCSE
· B.S. Electronics Engineering
Capitol College
(U.S. Navy Academic
Scholarship, Cum Laude
Graduate)
Herbert R. Valle
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MAJOR SKILL AREAS
-Cyber Security and Resilience
-Technology Strategy, Planning, Architecture, and Optimization
-Account, Engagement, Client, and Customer Experience Management
-Strategic Communications
-Systems Engineering and Design, and IT Enterprise Architecture
-Business Intelligence, Big Data, and Analytics
-Business Process Re/Engineering, Modeling, and Improvement
-ITSM and Standards Development and Implementation
-IT Security Planning, Coordination, Assessment and Oversight
-Program Planning, Programming, Budgeting, and Execution (PPBE)
-Program Objective Memorandum (POM) Cycle and Roadmap Development
-Government acquisition, procurement, supply and asset management
-Enterprise Transformation and Integration
-Fusion Center and Watch Office Development & Operations
-IT Governance, Compliance, and Policy
-IT Enterprise and System Management
-IT Organizational Leadership, Change, & Collaboration
-IT Program Management, Project, and Risk Management
-Performance Metrics, Compliance & Reporting
-Project Management, Control, and Scheduling
-Requirements Analysis & Solutions Development
-Training and Curriculum Development
-Business Development, Federal Contracts, Budgeting and Accounting
-Service Desk, Call Center, Network and Data Center Operations Management
-Incident and Problem Management
-Service Request Management
-IT Asset Management
-Knowledge Management
-Service Delivery Management
-Service Operations Management
-Change, Configuration, Release Management
-Continual Service Improvement Management
-Customer Relationship Management
-Emerging Technology Solution & Insertion
-Systems Test, Evaluation, & Integration
-Rapid Application Development, and Agile Software Development Support
MANAGEMENT CONSULTING EXPERIENCE
CACI, Incident Response Analyst / Technical Writer
Feb 2015 - Present
Arlington, VA
• Provides oversight of incident data flow and response, content, and remediation, and partners with
other incident response centers in maintaining an understanding of threats, vulnerabilities, and exploits
that could impact networks and assets.
• Researches, organizes, writes, edits, and produces technical data for major publication projects.
Organizes material and writes descriptive copy according to standards regarding order, clarity,
conciseness, style, and terminology.
• Organizes and prepares specified publications including compilation and analysis of source material.
STG, Inc, Senior Enterprise Systems Architect
November 2014 – October 2016
Reston, Virginia
Department of Defense (DoD), US Army Cyber Command and 2nd Army, Fort Belvoir, VA
• Analyzes and evaluated user requirements by coordinating with stakeholders to define problem, data
availability, report requirements, and system design issues
• Defines enterprise systems objectives and prepared system design specifications and standards to
meet user requirements and satisfy interface problems
• Identifies gaps between current and future development of policies, priorities and programs and
develops solutions which are measurable and align with POM cycle, and current and future operations.
Herbert R. Valle
www.linkedin.com/in/herbertvalle
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CORE CONSULTING
COMPETENCIES
-ITIL V3 and V2
-Service Catalog
-SLAs / Metrics
-Benchmarking
-Balanced Scorecard
-Document Management
-Governance
-Policy Development
-TQM / TQL
-Kepner/Tregoe
-Kaizen
-Design Thinking
-Gamification
-SETA
-Systems Devmt Life-Cycle
-Agile
-Scrum
-Kanban
-SDLC
-CMMI
-Rapid Agile Development (RAD)
-Enterprise Architecture
-Technology Development
-Technology Evaluation
-Test and Evaluation
-System Integration
-DoDAF
-Datacenter and NOC Operations
-Information Systems Security
• Defines input and output file specifications including file organization
• Develops dashboards to support real-time operational mission
• Provides technical and management solutions and aligned with the overall operational mission
• Serve as a valued contributor, strategic partner, and technical advisor for the organizational
transformation.
• Develop Tactics, Techniques, and Procedures (TTP) to improve security operations and situational
awareness.
• Sourced new vendors for future implementation of service management tool to support and improve
cyber operations situational awareness and big data analysis.
Imperatis, Sr IT Process Consultant
November 2014
Arlington, Virginia
Office of Personnel Management (OPM), (Short Term contract)
• Provided ITIL expertise for short-term turn-around project to baseline datacenter build-out and
transition.
• Analyzed and re-engineered IT processes (Incident, Change, Asset) which underpin IT services and IT
security
• Modeled business processes and requirements, and integrate them with data and system
architectural models
• Conducted trend analysis, and recommend and facilitates quality improvement efforts and
operational improvements
• Facilitated rapid improvement for problem solving and continual service improvement
Vencore, (formerly The Si Org), Senior Systems Engineer
July 2014 – November 2014
Chantilly, VA
Department of Defense (DoD), IC (Short Term contract)
• Provided quality assurance leadership/oversight of approximately 100+ RFC packages annually for
defense intelligence agency’s requirement baseline.
• Facilitated the timely execution and development of the RFC packages through the various stages of
maturity with the RFC government proponents/authors for agency-level configuration control board
disposition. Proactively responded to the agency’s ever-changing agile acquisition needs by
updating/maintaining the currency and accuracy of the configuration management Tier 3
checklists/templates/guidance deliverables.
• Provided analytical and engineering recommendations to the RFC government proponents/authors
on proposed changes to the enterprise baseline requirements to ensure the integrity of the changes
are consistent with the scope of the RFC effort.
• Participated in the agency’s monthly configuration control board review of RFCs and Engineering
Change Proposals (ECPs) with senior government management and contractor support personnel to
evaluate candidate RFCs/ECPs for technical, cost, and performance maturity before placing on an
official agenda for disposition.
Booz Allen Hamilton, Associate
May 2007 – July 2014
Herndon, VA
Department of Defense (DoD), IC, Chantilly, VA
• Mr. Valle served as the Incident, Problem, Change, Configuration, Release Management, and IT Asset
Management SME supporting the JIEDDO and Counter-IED Operations Integration Center (COIC).
Provides configuration management expertise to support the agile Rapid Application Development
(RAD) software development projects including but not limited to requirements analysis and planning,
user design, development and construction, unit testing and acceptance testing, and release and
implementation. Identifies the functional and physical attributes of software at various points in time,
and performs systematic control of changes to the identified attributes for the purpose of maintaining
software integrity and traceability throughout the software development life cycle. Assures all CAB
stakeholders are involved through the entire software lifecycle including Information Assurance (IA) to
assure appropriate security features and assurances are used to maintain a stable system configuration
state. Analyzes engineering change proposals to determine the impact on the overall system(s) and the
enterprise, and ensures configuration identification, control, monitoring and verification by reviewing
design release documents for completeness, proper authorizations, and system updates. Performs
Herbert R. Valle
www.linkedin.com/in/herbertvalle
CORE CONSULTING
COMPETENCIES
-Big Data and Analytics
-Business Intelligence
-Cloud Computing
-Mobile Technology
-Social Media
-Account Management
-Customer Relationship Mgmt
-Virtualization
-Requirements Analysis
-Business Analysis
-Technical Infrastructure
Roadmap
-Planning, Programming,
Budgeting, Execution (PPBE)
-Performance-Based Business
Environment
-SOP and MOP Development
-IMAC
-Strategic Planning / Comm
-Focus Groups / Steering
Committees
-Continual Service Improvement
-Maturity Assessment
-Gap Analysis
-Benchmarking
-Quality Management
-Performance Monitoring
-SLA Development
-Metrics and Reporting
-Business Rules
-Business Process Dev &
Improvement
-Team / Meeting Facilitation
-Training & Course Development
& Implementation
-Tutoring
-E/Distance Learning
-Business Development
-Capture & Proposal
-Market Strategy / Intel
-Industry Analysis
-Whitepapers
-Cert & Accreditation (C&A)
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various audits and documents results, and monitors subcontractors and vendors to ensure that the
applications meet customer standards and requirements for the statement of work. Develops
configuration and data management documentation based on program requirements, and participates
in design reviews, audits, scheduling, budgeting, and acquisition.
• Spearheaded and streamlined requisitioning and purchasing IT supplies by developing and
implementing processes.
• Implemented an enterprise-wide, centralized scalable Enterprise Architecture IT Asset Management
program in support of Agile software development and implementation of critical-mission systems
deployed war fighters. Developing the Asset Management process and aligning with BMC Remedy Asset
Management Module and Atrium Discovery and Dependency Mapping.
• Developed and implemented a formal Incident and Problem Management program for the customer.
Department of Defense (DoD), US Army, Pentagon, VA, and Frederick, MD
• Mr. Valle served as the lead SME for supporting the Enterprise Architecture ITIL Incident Management
program. Worked for the ITA Enterprise Operations (EO) Directorate which evolved into the Customer
Care (CC) Directorate. He led and guided the team that pioneered, developed and implemented the US
Army ITA Incident Management project based on the ITIL V3 framework and best practices. He led the
development of the project charter, work-breakdown structure, and project plan.
He managed and steered all Incident Management project tasks including the development of the
concept of operations, process development, planning and policy development, establishing the
Enterprise Incident Management Working Group, alignment with the BMC Remedy ITSM tool suite, and
deploying and transitioning Incident Management throughout the Enterprise operations. He was
responsible for maintaining and updating the project schedule, managing the risks, and supporting,
preparing and presenting In-Process Reviews (IPRs) project status to the Enterprise Architecture PMO
and ITA Senior Leadership.
• He authored numerous reference materials implemented throughout the enterprise and used by over
1,000 ITA technicians and engineers which included developing and maintaining the Incident
Management training curriculum, conducting train-the-trainer classes, and creating and updating the
training documents; the Remedy 7.6 Incident Management Reference Guide, authored a concept of
operations (CONOPS) for a 24x7 watch office (now termed as the ITA Fusion Center), newsletters, as well
as numerous documents supporting the rollout and post operations of the Incident Management
process. Provided strategic communications development and support.
• Mr. Valle led the framework development of the Incident Management audit, performance and
compliance metrics and reporting structured construct which is used to continually identify areas for
focusing and improving Service Delivery of Incident Management in the Enterprise, and aligning metrics
with the ITA business objectives. The framework improved Incident ticket accuracy, completion, and
customer feedback, and ensured data integrity by decreasing the average three day
aging Incident by 85%. The information captured is promptly reported into quantifiable daily, weekly,
monthly ad hoc, and Remedy and Crystal reports. He improved the Quality Assurance of Assigned, In
Progress, and Pending tickets by analyzing and identifying gaps and suggesting corrective actions
including maintaining a Risk Register and leading proactive Root Cause Analysis (RCA) efforts when
positive or negative variances were noted, and presented briefings to Senior Leadership regarding status
and trends and recommendations for improvement. His leadership ensured real-time visibility of
systems making it possible to make better-informed decisions.
• The Enterprise Incident Management program has delivered the ITA Enterprise Infrastructure a return
of investment over $15 million in cost savings through the combination of improved Enterprise
Architecture processes, training, technology consolidation with BMC Remedy 7.6, and the development
of focus groups to continually improve Incident Management. Assisted in aligning the Enterprise
Incident Management processes for ISO 20000 compliancy.
• Additionally, the participated and led numerous working groups and meetings to improve the
organization’s Information Enterprise Architecture by aligning Incident Management such as Request,
Change, Configuration, Problem, Knowledge Management, Customer Relationship, Account
Management, Security Management, Enterprise Architecture Management, and Asset Management to
help improve interdepartmental coordination. He also managed and participated in the design and
implementation of custom and OEM
Enterprise Architecture Remedy solutions. He provides advice and direction in the design, engineering,
resourcing, configuration, installation, testing, training, management, and documenting complex
Herbert R. Valle
www.linkedin.com/in/herbertvalle
TECHNICAL COMPETENCIES
-Windows 10 / 8 / 7 / Vista / XP
-Windows 2003 / 2000 Server
-MS Office 365
-MS Active Directory
-MS Office Suite
-MS Outlook
-MS Project
-MS Visio
-MS SharePoint
-MS Exchange Server
-MS SQL Server
-MS SMS
-MS SCOM
-MS Term Services / RDP
-Citrix Presentation Server
-Citrix XenApp Server
-Thin Client
-Trusted Computing Authority
-VPN
-CAC
-VTC
-Blackberry / PDA
-Symantec Backup Exec
-Symantec Ghost
-Dameware
-Hyena
-Remote Desktop
-Join.Me
-Bomgar
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architectures and component configurations relating to service management & provision, customer
satisfaction, metrics development & presentation, customer-relationship management (CRM) policies &
procedures, and BMC Remedy.
• Participated and assisted in the formulating the Service Request Management Process including Initial
Operating Capability (IOC) model which defined the policy, business rules, and alignment with the ITA
functional areas. Helped review and define the Service Request Coordinator roles and
responsibilities, and defining the request types (Simple Routine, Complex Routine, and Complex nonRoutine).
Department
of Justice (DOJ), Arlington, VA
• Provided technical/management leadership as Network Operations and Maintenance (O&M) Manager
for a DOJ client including managing technical staff of 6 engineers, 24x7x365 Service Desk, Citrix
Server/client-based Enterprise Infrastructure, telecommunications, hardware and software upgrades
and maintenance, administration, security, and projects. Managed the migration of three (3)
decentralized Citrix Presentation Server farms to a single Citrix XenApp farm.
• Provided technical direction to development teams and vendors. Reviewed existing architecture and
recommended improvements to improve IT processes, minimize system, operational and business
failures, and mitigate risk .
• Secured enterprise information by evaluating business strategies and requirements, and guided the
planning, implementation and testing of security systems, and documentation of security standards,
policies, and procedures.
• Directed and controlled activities for the client with the overall responsibility of all projects.
Analyzed new and complex projected related problems and led efforts to create innovative solutions
involving finance, scheduling, technology, methodology, tools, and solutions components.
• Developed and implemented new, repeatable, and measurable processes for IT Operations
Management that improved Customer Satisfaction, Incident Management, Change Management, Asset
Management, Financial Management, COMSEC, and Property Management. Developed and
implemented SOPs, processes, and procedures.
• Developed and implemented a training curriculum and supporting documentation for the Enterprise
Architecture which resulted in decreased Incidents, better availability of services, and improved
customer service. Provided strategic communications development and support.
• Achieved 24-hour turnaround for processing quotation request and respective vendor response.
Department of Defense (DoD), IC, Arlington, VA
• Mr. Valle provided subject matter expertise and was the lead SME for the Incident, Problem, Change,
and Configuration Management work streams including planning, execution, monitoring and
controlling, managing and reporting on execution of deliverables. He used standard Lean/Six-Sigma
practices of benchmarking, customer interviews, and Kepner/Tregoe and Ishikawa analysis to support
the creation and enhancement of the Incident Management process. In addition, he led, authored, and
supported the development the Incident Management process flows, Standard Operating Procedures
(SOP), and aligned them with the BMC Remedy 7.5 ITSM tool suite.
• He contributed to the analysis, design, and configuration of BMC Remedy 7.5, and worked with BMC
contractors to integrate the BMC Remedy modules into a full-scale operational system for the customer.
He also led, developed, and conducted the user acceptance testing and implementation of BMC Remedy,
and developed, led and conducted the Incident Management processes and BMC Remedy training.
• The implementation of the ITSM processes aligned with the BMC Remedy tool resulted in improved
productivity, reporting and metrics, and customer service. Provided strategic communications
development and support.
Department of Homeland Security (DHS), Springfield, VA & Washington, DC
• Provided Program, Project Management and Implementation, and ITIL expertise in support of DHS
Data Center Consolidation project including support for DHS Component migrations to managed-level
services. Managed the ITIL implementation critical path activities, issues, and risks associated with Data
Center construction, and component migrations. Led IPRs to review and provide oversight of projects.
Provided strategic communications development and support.
• Conducted site surveys of datacenters with DHS customers and vendors, and ensured customer
requirements were satisfied.
Herbert R. Valle
www.linkedin.com/in/herbertvalle
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TECHNICAL COMPETENCIES
-Boxtone Enterprise Mobility
Management
-HP Web JetAdmin
-Quest Software AD
-Adobe Acrobat
-Crystal Reports
-Tableau
-Red Beam Asset Tracking
-Service Now
-BMC Remedy
-CA Unicenter
-FrontRange SaaS Service
Management
-Numara FootPrints
-Numara Track-IT
-Sunview ChangeGear
-Angel Virtual Call Center
-Interactive Intelligence
-Parature Helpdesk
-RightNow Contact Center
-Sales Force
-DCO Jabber
-HipChat
-Alfresco Enterprise
-Nimsoft Monitoring
-Apple MAC Products
-Vidyo
Corcoran Gallery Enterprise Infrastructure Improvement (Pro-Bono Consulting), Washington, DC
• Participated in a BAH-Led pro-bono IT Modernization Special Projects Team to improve the Corcoran
Gallery IT Infrastructure and Enterprise Architecture. Led a team which worked with several members
of the Corcoran IT staff to help standardize and improve their IT standard operating procedures,
consolidate the staff’s list of decentralized passwords into a single password, secure repository, and
provided suggestions for a future implementation for a virtual or Citrix Enterprise Infrastructure.
L3 Communications, Project Manager/ Customer Account Manager
May 2000 – May 2007
Reston, VA
Department of Defense (DoD), Joint Staff (JS), Pentagon
• Served as the technical, senior advisor, Customer Relationship Manager (CRM), and Project Manager.
Performed key strategic analyses to identify and achieve Joint Staff’s desired service management
outcomes as outlined in program guidance and service level standards as well as client's information
technology requirements. Provided strategic communications development and support.
• Strengthened customer relationships by understanding customer expectations and perceptions.
• Provided quality customer service and ensure successful project execution.
• Contributed to the design and development of system architectures by defining key capabilities and
performance requirements for SOA implementation. Led trade studies and prototyping activities
designed to evaluate potential solution approaches and identify system performance issues.
• Identified and analyzed new information systems requirements and operational problems, including
managing the design and coordination of large complex - systems evaluations and pilot program
installations and testing in a lab environment.
• Identified collaboration opportunities with other organizations and customers to share information
and align services to better meet customer needs.
• Performed regular customer outreach to meet customer needs and expectations.
• Managed ITIL implementation support for the United States Joint Chiefs of Staff.
• Developed and implemented change, configuration, and release management processes aligned with
BMC Remedy.
• Developed and implemented processes which aligned change requests with supply chain management,
procurement and delivery.
• Managed change requests for Joint Staff customers, and vetted requests through the Change Advisory
Board (CAB), Architecture Review Board (ARB), Financial Review Board (FRB), Engineering Review Board
(ERB) and stakeholders. Consulted with and advised customers and users on scheduled installation,
maintenance, configuration, and integrity of system solutions.
Department of Defense (DoD), US Army, Pentagon, VA, and Frederick, MD
• Provided support and managed the ITIL Service Delivery and Service Support initiatives for the HQDA
in the Pentagon. As part of the implementation, Mr. Valle worked closely with the HQDA and the United
State Army’s Chief Information Officer (CIO) to closely align their business objectives with the HQDA IT
objectives. Provided guidance and coordination to ensure IT interoperability across functional and
organizational lines. Reviews requirements statements and provides consultant service to activities
through the review of configuration, application structure, and utilization of existing systems to ensure
IT capabilities are being best utilized commensurate with organizational mission.
• Reduced software and hardware inventory by implementing numerous processes that ensure on-hand
inventory was utilized before requisitioning additional materials.
• Led Process Improvement tasks by mapping analytical business processes, deriving requirements to
improve the process, documenting these requirements by compiling into Functional Requirements
Documents (FRDs) including Support Asset Tracking, Equipment and Software Commodity Delivery, EndUser
Installations, End-User Device Incident Resolution, Request for Changes, and VTC Support Services.
Provided strategic communications development and support.
• Led the effort to implement the Change Management, Configuration Management, Asset
Management, Release Management, and IT Governance processes, which are in use today.
• Provided subject matter expertise in the development of the Service Management System to support
the design, delivery, and improvement of IMCEN services. Resulted in consolidating ITSM processes and
the creation of a centralized Knowledge Management repository.
• Assisted in the framework, design, development, implementation, administration and management of
the Headquarters Department of the Army (HQDA) IT software and hardware asset management system.
Herbert R. Valle
www.linkedin.com/in/herbertvalle
SOFT COMPETENCIES
-Ethical
-Leadership
-Forward thinking
-Strategic Thinker
-Accountable
-Friendly
-Creative
-Proactive
-Reliable
-Responsible & Accountable
-Punctual / Time Mgmt
-Customer-focused
-Problem Solver / Tactful
-Writing and Presentation
-Excellent meeting and
facilitation skills
-Oral Communication
-Listening / Diplomacy
-Team-Building / Player
-Quality Work / Analytical
-Detail-Oriented / Integrity
-Results Driven / Honest
-Quick Learner
-Very Organized
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• Participated in the development of various types of customer agreements such as Memorandum of
Agreements (MOA), Memorandum of Understanding (MOU), and Service Level Agreements.
• Worked with Service Owners and Engineering to determine customer requirements can be met, and
prepared and briefed senior leadership for review and approval.
• Acted as the customer relationship manager and account manager for US Army HQDA customers.
Responsible for cultivating, building and maintaining the service provider and relationship including
articulating the business value of IMCEN and ITA provided services, aligning customer key strategies, and
achieving success through teamwork across multiple cross-functional groups.
• Served as a technical and functional specialist for all Customer account management related issues.
Effectively managed cross team collaboration with other internal organizations and external vendors
• As Project Manager, provided continuing technical oversight and project management support for
implementation of engineering programs and activities for the ITA Enterprise Architecture. Defined
detailed requirements, analyzed business needs, and validated solutions with the client including VTC
Support Services, and End User Installation of systems, hardware, and software. Reviewed and crossreferenced
customer requests in accordance with the Change Management process. Ensured requests
were tracked across their lifecycle, involving tasking to other support groups, changing status of
requests, and proactively managing and moving the tickets along the workflow. Coordinated with
functional areas such as Financial, Security, Engineering, and Service Desk to ensure all appropriate
stakeholders were included in the project lifecycle. Provided management with balanced assessments
of various program strategies and processes. Recommends strategies and plans that create an optimal
balance between maintaining high levels of quality and providing customers with increased operational
capabilities, within cost and schedule parameters.
•Provided ITA leadership with regular updates on projects(s) cost, schedule and performance.
Developed corrective action, if necessary, to ensure all project changes are justified, new timelines and
any cost differentials are fully documented and approved. Developed standards, plans and procedures
to facilitate implementation of approved programs throughout the program community.
•Continually assessed industry best practices to identify new and emerging engineering concepts,
designs, technologies, techniques and tools that offer good potential for successful exploitation and
application to ITA. Used a variety of means to win support for new program policies and initiatives, and
facilitated consistent application throughout the program community, especially with other ITA
elements and contractor partners whose willing collaboration is key to success.
• Managed and led projects for testing, implementing, and deploying life cycle replacement (LCR) for
systems, hardware, and software. This included creating and conducting training, installations,
scheduling, troubleshooting, and maintenance.
• Performed assessments, requirements analysis and gap analysis. Created business requirements
documents, system configuration documents, detailed functional design documents, test plans and
test cases, user training documents and implementation documents, policies, procedures and
guidelines.
• Worked independently and collaboratively with cross-functional business and technical teams in
systems, hardware, and software project implementation. Developed, maintained, executed test
procedures, submitted defect reports, and wrote test reports.
• Assisted in the development of documentation for use in system manuals, in-house documentation,
and preparation of technical procedures, and training manuals. Generated formal acceptance test
procedures for customer delivery, and interfaced with customers and related stakeholders to verify
customer acceptance.
• Implemented Service improvement Plans (SIPs) based on a Continual Service Improvement framework.
Identified metrics, audited reports, analyzed data, and recommended corrective and preventive actions
for management review and approval. Make recommendations for improvement and updates to service
management policies, processes, procedures, and plans.
• Utilizing System Architect, worked with stakeholders to develop a framework to align and improve all
business processes, and structured data with the organization’s strategy, information systems, and
technology. This resulted in bringing about more consistent, repeatable, actionable, and measurable
results to support business optimization.
• Participated in the design, creation, and maintenance of the IMCEN management system (IMCEN
Agency Database) which managed, tracked, and reported all Enterprise Architecture assets including
hardware, software and licenses, maintenance, and procurement, printer and copiers, inventory, and
financial and budget reporting. Managed improvements to the Agency Database.
Herbert R. Valle
www.linkedin.com/in/herbertvalle
EXTRACURRICULAR
· ISACA
· iTSMFUSA
· iTSMFUSA (Washington DC
LIG)
· Configuration Management
Working Group (CMWG) of
Washington, DC
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SAIC, Exchange Administrator
Nov 1999 – May 2000
McLean, VA
Department of Defense (DoD), US Air Force, Pentagon
• Provided extensive Service Delivery support for the United States Air Force, Pentagon, which included
the analysis and overhaul of their Messaging Server lifecycle approach, and development of the new
service offering.
• Contributed to the design and implementation of the Commvault Enterprise Architecture backup and
recovery solution which optimized mail capacity and availability, and improved information governance.
Technical Account Manager, Microsoft
Feb 1999 – Sep 1999
Charlotte, NC
Federal Bureau of Investigation (FBI), Naval Security Group Activity (NSGA), Department of Labor (DOL),
Federal Reserve Board (FRB), & Federal Aviation Administration (FAA)
• Created a trusted advisor relationship with key stakeholders within the customer organization,
including the IT Directors, CTO, CIO and LOB leaders as well as technology professionals. Demonstrated
a deep understanding of the market forces affecting our customers and offered insight into new ways
Microsoft can provide greater value. Performed as the change agent by articulating the case for change
and helping the customer realize the improved business impact of appropriate use of Microsoft
Support services. Partnered and collaborated with internal Microsoft product, service, and
development groups to provide Microsoft CRM Dynamics IT Enterprise Architecture consultation
services for customers and clients seeking to improve business scalability and performance.
• Responsible for sustainable growth through routinely partnering with Services Sales and
other Services personnel to strategize on ways to create new opportunities within the accounts
serviced. Responsible for the profitability of Microsoft services through portfolio management
including contract consumption, contribution margin, operational expense management, and revenue
growth, all in a manner consistent with Microsoft’s legal, fiscal and personnel policies.
• Proficient in understanding the entire support services portfolio, articulated the value of these
services to Microsoft customers. Partnered with customers to ascertain their IT priorities in order to
set a long-term strategy for service delivery that aligns to their business objectives. Literate and
conversant on the Microsoft technology, method and procedures for its application, provided excellent
delivery of services across entire support lifecycle, including Service Delivery Planning, Service Delivery
Management, Incident Management/Escalations and Proactive Remediation Services.
• Strong communications skills, imaginative and bold thinking in all situations, led teams comprised of
Microsoft, Partner and customer resources engaged in the delivery of complex solutions that result in a
One Microsoft approach. Always displayed Executive presence and confidence to manage executive
relationships internally and with the customer to create business transformation.
Boeing, Exchange Administrator
1999
Vienna, VA
Department of Defense (DoD), US Air Force, Pentagon
• Mr. Valle provided Third and Fourth Tier Exchange Administration support for the United States Air
Force, Pentagon. Mr. Valle managed a root cause corrective project and process improvement project,
both which help improved the overall sustainability and support of the customer’s messaging system
and Enterprise Infrastructure.
OAO, Senior Network Systems Engineer
1996 – 1999
Greenbelt, MD
Department of Defense (DoD), US Air Force, Pentagon
• Mr. Valle provided support to the Single Agency Manager, Pentagon in the consolidation and
integration of Service Delivery and Service Support services for the United States Army and the United
States Air Force. Mr. Valle helped design, develop, and implement the overall organizational ITIL
framework to improve and align the business and IT objectives. Developed and aligned processes for
functional groups including work instruction and training documentation development and
implementation.
Herbert R. Valle
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Orkand, Senior Network Systems Integrator
1995 – 1996
McLean, VA
Department of State (DoS)
• Installed, configured, and administered departmental servers and software for Department of State,
Bureau of Consular Affairs for worldwide implementation of systems. Provided support and
maintenance of installed systems, and operational support.
• Implemented a Process Standardization and Oversight program to improve the delivery of global
mission critical systems through collaborating with internal and external stakeholders.
SSDI, Senior Technical Support Engineer
1994 - 1995
McLean, VA
• Provided technical support for Canon Printers and peripheral accessories customers. Diagnosed
customer issues, diagnosed, and resolved issues in accordance with set SLAs.
United States Navy, Naval Officer
1987 – 1994
Newport, RI & Norfolk, VA
• Through a U.S. Military Academic scholarship, commissioned an Ensign in the United States Navy. After
completing numerous engineering and shipboard training, served as Electrical Officer in the Engineering
Department and the Administration / Legal Officer aboard the USS Charleston (LKA-113), member of the
Amphibious Group Atlantic.
• Served in the Persian Gulf War (Desert Shield / Desert Storm) and Humanitarian Operation Provide
Comfort in support of the Amphibious Readiness Group (ARG) Task Force.
• Served as Operations Officer on the staff of the Commander, Atlantic Training Command, Norfolk,
Virginia (COMTRALANT).
• Contributed to the design, development, implementation and maintenance of the first 10Base2 (ThinNet)
IT Enterprise Infrastructure network in the training command.
• Performed as the Facilities Manager, and participated in the establishment of the Commander, Afloat
Training Group Command, Atlantic (COMAFLOATRAGRULANT) encompassing buildings and facilities
throughout the Atlantic Coast seaboard. Led working group forums and site surveys to consolidate and
integrate decentralized Atlantic-based training commands into the Afloat Training Group Command
organization.
• Contributed to road mapping future plans to realign all training functions for the US Navy Command
Training Command Atlantic (COMTRALANT).
TECHNICAL EXPERIENCE (Contract)
University of Maryland University College (UMUC), Teaching Assistant
Sep 2000 – January 2015
Adelphi, MD
• Provides traditional model of instruction (face-to-face) classroom and asynchronous web-based
instruction on computer management technologies and topics. Facilitates adult learning through
effective use of non-traditional teaching including interactive, collaborative and constructive methods.
• Develops training schedule, coordinates training resources, analysis, and course development
including but not limited to lectures, syllabi, rubrics, lesson plans, teaching aids, exams, and other
instructional materials.
• Creates course content, training materials, visual aids, and documentation to support a variety of
instructional formats such as lecture, lab exercises, computer-based training (CBT), and web-based
training (WBT).
• Monitors and evaluates training programs, assesses results, and implements enhancements.
• Works closely with peer tenured and adjunct professors and colleagues in higher education to
research, develop, and implement transformational, next-generation learning and improve teaching
methods by serving as a participant on various university and departmental focus groups.
• Proactively collaborates with college students who have learning disabilities, and advises and tutors
students to enhance and foster student learning.
Raging Wire Enterprise Data Center, NOC Technician (Contract)
Sept 2012 – Nov 2013
Ashburn, VA
• Provided 24x7x365 remote eyes and hands (RHE) customer service support, troubleshooting, and
incident escalation.
• Process all support requests within SLA and follow all procedural requirements.
Herbert R. Valle
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• Prepare and deliver standard scheduled reports.
• Manage Event monitoring tools and ticket queue to resolve operation tickets within SLA parameters.
• Perform investigation, diagnosis, and troubleshooting of system and network issues to determine root
cause and resolution.
• Develop and document support procedures, and identify opportunities for operational improvement.
• Provide corporate desktop support services including laptop imaging, network printer support, user
account administration, and hardware, software, telecom, and communications services support.
• Work with customers, vendors and internal data center departments with configuring, managing,
administering, and troubleshooting routers, switches, servers, pbx media servers, VTC, cable patching
and cross connects.
Powertek, Service Desk / Tier 2 / System Administrator (Contract)
Jun 2012 – Jul 2012
Rockville, MD (Transitioned from Alta ITA services)
• Provided 24x7x365 Tier 1, Tier 2, and some Tier 3 technical support to users for a DoD contract, and
ensured customer issues and requests resolved within resolution SLA. Monitored all operations and
services. Supported all VIP and Executive Incidents.
• Utilized remote access technologies (Dameware and RDP) to troubleshoot and resolve technical issues.
• Monitored operational performance to ensure all Service Level Agreements are met.
• Performed trend analysis.
• Utilized Blackberry Administrator Server (BAS) to troubleshoot all Blackberry-related Incidents.
• Reviewed, troubleshooted, and worked on all incident, service request, and change request tickets.
• Interfaced with internal and external users and customers troubleshoot and resolve tickets.
Alta IT Services, Service / Tier 2 / System Administrator (Contract)
Mar 2012 – June 2012
Rockville, MD
• Provided 24x7x365 Tier 1, Tier 2, and some Tier 3 technical support to users for a DoD contract, and
ensured customer issues and requests resolved within resolution SLA. Monitored all operations and
services.
• Proactively analyzed and solved client needs and issues utilizing technical skills and product knowledge.
Tracked, updated and prioritized support needs using BMC Remedy.
• Reviewed, troubleshooted, and worked on all incident, service request, and change request tickets.
• Interfaced with internal and external users and customers troubleshoot and resolve tickets.
NCW Resource, Service Desk / Tier 2 / System Administrator (Contract)
Jan 2011 – Jun 2011
Rockville, MD
• Provided Tier 1, 2, and some Tier 3 24 x 7 x 365 IT User, operational, and infrastructure support, system
and access management, and system upgrades for the Secretary of Defense, Pentagon.
• Provided support (Installation, operation, troubleshooting, maintaining, configuring, and training) of
hardware including desktops, laptops, scanners, printers, plotters, Blackberries, SME-PEDs, Talon cards.
Dell Small form factor Desktops Optiplex GX620 and GX755, Dell laptops Latitude E4310 and D630,
Panasonic Toughbook, HP GT7725 thin client, assortment of HP printers, and Xerox All-in-One
workcenters. Troubleshooted network connectivity and system issues.
• Operated and troubleshooted audio and visual display and VTC equipment.
• Performed software installations, upgrades to operating systems and layered software packages.
• Provided user level system administration support (creation, modification, deletion) for network and
email access, network shares, and permissions on all shares.
• Developed and implemented bench stock parts program, printer toner cartridge inventory program,
and hardware asset management program.
• Acted as a subject matter expert in areas of Request Fulfillment, Incident, Problem, Knowledge Change,
Configuration, Customer Service, and Service Level Management, and cultivated ITIL best practices into
the organization and operations.
• Provided user level system administration support including account administration for both network
and email access and network shares. Blackberry Device Manager administration.
• Administered network security through the use of Group Policy, Active Directory and NTFS.
• Used BigFix, McAfee ePolicy Orchestrator (ePO), Hyena, and Numara Track-It to manage Service
Operations and push software and patches. Troubleshoot Mobile Armor DataArmor and BitLocker dataat-rest/encryption
configurations.
Herbert R. Valle
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• Conducted routine hardware and software audits of workstations and servers to ensure compliance
with established standards, policies and configuration guidelines.
• Monitored and responded to hardware and software problems utilizing a variety of hardware and
software testing tools and techniques. Used WhatsUp Gold to monitor network and devices.
• Participated in Numara Footprints project and implementation.
• Updated and managed Knowledge Base in Microsoft SharePoint.
Mantech, Service Desk / Tier 2 / System Administrator (Contract)
Mar 2010 - Jan 2011
Herndon, VA
• Provided 24x7x365 Tier 1, Tier 2, and some Tier 3 User Support and Service Desk service, infrastructure
support, system and access management, and system upgrades for a DoD client.
• Utilized Computer Associates Unicenter Desktop & Server Management (DSM) to diagnose and install
and troubleshoot printer, fax, VOIP, scanner, and software issues. Dell Desktops Optixplex GX620 and
8100, Dell laptops Latitude E6400, 6410 and 6420, and assortment of HP printers and plotters.
• Installed, operated, troubleshooted, and maintained hardware including desktops, laptops, scanners,
printers, blackberries, including Blackberry system administration.
• Configured and troubleshooted Symantec e-Vault Exchange mail.
• Mitigated IAVA issues. Update workstations with software patches.
• Maintained software library of media and licenses.
• Managed asset management including “Just-in-Time” bench stock, defective hardware, and delivery
of hardware.
• Drafted, updated, and maintained versioning control of Service Desk and Infrastructure Standard
Operating Procedures and Knowledge Base.
• Drafted, updated, and ensured timely user notification of maintenance requirements and effects on
system availability.
• Provided senior technical leadership to internal and external personnel on highly complex system
installation processes. Mentors and provides guidance to less experienced personnel.
Intepros, Service Desk / Tier 2 / System Administrator (Contract)
Sep 2009 – Nov 2009
Rockville, MD
• Provided 24x7x365 Tier 1, Tier 2, and some Tier 3 technical support to users for a DoD contract, and
ensured customer issues and requests resolved within resolution SLA. Monitored all operations and
services.
• Proactively analyzed and solved client needs and issues utilizing technical skills and product knowledge.
Tracked, updated and prioritized support needs using BMC Remedy.
• Recommended changes to policies and procedures to streamline operations. Analyzed and evaluated
inquiry/problem reports and made recommendations to reduce help desk call rates.
• Upgraded systems by conferring with vendors and services; developing, testing, evaluating, and
installing enhancements and new software.
• Reviewed, troubleshooted, and worked on all incident, service request, and change request tickets.
• Interfaced with internal and external users and customers troubleshoot and resolve tickets.
Hobsons, Client Support Specialist (Contract)
Nov 2007 – May 2009
Fairfax, VA
• Provided technical support for nationwide universities and colleges. Reviewed and responded to client
issues & requests that arrive via e-mail and telephone.
• Worked closely with IT to analyze, troubleshoot, and resolve complex PDF-mapping issues.
• Recommended and implemented changes to policies, procedures, client PDF forms, knowledge base,
and web portal to streamline operations.
Herbert R. Valle
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