·   ITIL V3 Foundation Certificate in IT Service

Specialized Training

·   Microsoft Office Access2010 Advanced Course, March 2014

·   Windows Desktop Operating System, October 2013

·   Project Management Professional, March 2013

·   Windows Server Administration, March 2013

·   Cisco Certified Network Associate Certification course, June 2012

Work Experience

Network Communications Division Chief / IT Service Center Manager                                                                                                                                                                           (July 2008 - Present)

White House Communications Agency, Washington D.C.

·   Simultaneously perform duties as Presidential and Vice Presidential Communications Officer providing both secure and non-secure telecommunications over IP, Satellite and indigenous communications platforms while traveling both nationally and internationally

·   Interacts daily with Senior White House Staff to resolve any IT infrastructure or device issues and present solutions for future IT equipment and software upgrades

·   Transpose customer requirements into IT solutions that meets budget and time constraints while maintaining security compliance and system availability

·   Provide change management solutions and documentation for information system hardware and software upgrades, repairs and failures

·   Lead multiple projects ensuring all deliverables meet project benchmarks in accordance with statement of work

·   Perform quality assurance and quality checks at completion of projects to ensure all requirements are met

·   Perform/oversee tier I-III diagnostics and configuration management of information systems to determine cause of hardware or software failures

·   Provide tier I-III support for Windows desktop and server operating systems, Office suite, Citrix, Solarwinds, SCCM and App-V

·   Facilitate the requisition and compilation of Information Systems metrics and trend analysis reports of reoccurring system failures and security vulnerabilities for the creation of briefings and conferences

·   Manages the lifecycle of network infrastructure and automation equipment to ensure all systems are updated with latest technology and security vulnerabilities reduction

·   Oversees the handling of trouble tickets, new requirements, and authorized service interruptions for secure/non-secure voice, video, and data communications

·   Supervises the monitoring and application of tier I-III troubleshooting techniques of both wired and wireless network infrastructure to maintain a 99% network availability rating

·   Develop and implement courses of action to improve the customer experience with new technology and meet IT requirements while remaining compliant with security policy

·   Supervise Information Assurance managers to keep systems compliant with organizational security policies and exposure to attacks

·   Oversees the monitoring of McAfee ePO, AirTight, ACAS,and Splunk for security incident awareness and cyber defense for both local and remote sites

·   Supervises tier I-III configuration management and diagnostics of failed IT systems

·   Enforces proper documentation and analyzing of information systems repairs and diagnostics flow charts of hardware or software failures

·   Responsible for the development and training of Service Center technicians and Network technicians that support a customer base over 3000

·   Provide Service Center technician qualification training for DoD privileged user account holders and ensure their compliance with continuing education requirements

·   Manage technicians compliance with DOD 8570.01-M Information Assurance Training, Certification, and Workforce Management

·   Reviews the IT Support Team Service Advisories and proposed Service Desk communications and edits to ensure that the information is clear, concise, and accurate and that very technical information is written in a manner to be understood by non-technical personnel

·   Coordinates with the Problem Management team to ensure that the notifications follow a standard structure and are updated routinely

·   Provides updates to management on the current status by pulling together disparate information and consolidating it into an accurate representation of the problem

·   Using the IT Infrastructure Library (ITIL) model for Problem Management, coordinates Problem Notifications, ensuring timely communication and follow up, and consolidates all communications related to a problem

IT Service Center Manager                                                                                                                                                                                                          (April 2007 – July 2008)

Seaport of Debarkation, Arifjan Kuwait

·   Created a training plan for Service Center technicians to privileged users were  compliant with DoD policy

·   Raised technical personnel knowledge and job proficiency and improved the customer experience

·   Managed the monitoring of both secure and non-secure IT systems security of systems expanding three countries

·   Scanned both secure and non-secure networks for security vulnerabilities using RETINA

·   Addressed all IT security vulnerabilities and incidents in a timely manner to prevent data loss and access failure

·   Maintained accountability of user access to secured network and devices to prevent unauthorized access

·   Directly supervised the network infrastructure team in the monitoring, configuration maintenance and upgrading of network architecture

·   Supervised the tier I/II service center supporting 300 users during a high turnover period

Information Systems Team Chief                                                                                                                                                                                    (September 2004 – April 2007)

114^th Signal Battalion, Fort Detrick MD

·   Supervised the operation  and preventive maintenance of  IT equipment valued at $10,000,000

·   Supervised a 12 personnel directorate in the routing of over 4 Million classified/unclassified messages with a 99.9% reliability rating

·   Responsible for the career progression and development of 12 personnel. Mentored Soldiers improved personal growth through enrollment in civilian courses

Software Analyst                                                                                                                                                                                    (May 2001 – September 2004)

1^st Armored Division Support Command, Wiesbaden Germany

·   Provided network connectivity and automations support for a first time setup of a distribution center warehouse in a non-traditional environment

·   Configured, maintained and operated the first ever military mobile supply network beginning at the customer desktop to include the physical setup of the satellite terminal

·   Managed relocation of six satellite terminals with supporting network infrastructure for the supply network supporting military operations in Baghdad, Iraq

·   Maintained supply systems, servers and network infrastructure which supported 1100 personnel in a nontraditional environment

Education

·             Bachelors of Science Computer Networks and Cyber Security, graduation August 2016 (University of Maryland University College, Adelphi, MD)

·             Associate of Technology-General, May 2011(Pierce College, Puyallup Washington