SUMMARY:

Nineteen years’ experience in communications and computer systems achieving knowledge in equipment evaluation, troubleshooting, repair, maintenance and training. Ten years heavy focus on IT Service Management processes performing Change/Configuration Management functions (CMDB, CRQ processing, DSL) supporting over 50 + AF bases. Part of team that developed first draft of AF Configuration Management Technical Order. Skillful use of network troubleshooting knowledge aiding over 8000 coalition troops in Iraqi theater during times of combat (2005) and provided direct assisting to the Joint Operations Center (JOC) maintaining their mission fully operational. Have performed various roles/duties such as: IT Change Manager, IT Configuration Manager, Information Assurance Officer, Cyber Security Liaison, Functional Support Administrator, Client Support Administrator, Information Technology Equipment Custodian, amongst others.

TECHNICAL SKILLS:

Hardware: Dell PowerEdg/PowerVault/M1000 ; HP ProLiant/C7000 blade enclosures

Operating Systems: Windows Server 2000/2003/2008 , Windows XP/7/8/10

Telecommunications/Networking: Databases

SQL: Programming Languages

Software Packages/Tools: Kofax Capture 9.0/10.2, MS Office products, MS Visio, MS SharePoint Portal/2013, Norton Ghost Sever 2003, BMC ITSM Remedy 7.x /8.x, Solarwinds NPM, NetIQ AppManager

Internet - Related: HTML

PROFESSIONAL EXPERIENCE:

Confidential

Change, Config, Release Manager

Responsibilities:

• Operates Remedy Change modules to process requests for IT enterprise changes.
• Provides quality checks on all NIPR and SIPR requests in order to route to key stakeholders for their approval.
• Monitors and manages change request backlog.
• Ensures only authorized components are used in the Air Force Network (AFNet) and that all changes are documented and tracked.
• Provide various metrics reports to section lead in San Antonio.
• Hold discussions and provide insight during Process Improvement Review of current process/workflows following ITIL best practices with key stakeholder meetings.
• Performs business travel to partake in Change Mgmt workshops/conferences as a Subject Matter Expert in ITIL best practices along with other Functional area leads.
• Assisted in improving various change templates and provided the necessary marketing/education to end users, Change sponsors, Change Coordinators, and other Change Managers throughout the Enterprise.

Confidential

System Administrator

Responsibilities:

• Created performance stack projects to for 3 core systems on the network such as our DCs, CMs, Firewalls (SolarWinds NPM)
• Created reports for trend analysis such as Uptime/Availability of DCs, Nodes 90 days or longer offline, Nodes currently offline (SolarWinds NPM
• Review Remedy CRQs or Incident tickets for validity and resolution.
• Decommissioned NetIQ AppManager - assisted with removing devices off and ensuring they be monitored within SCOM.

Confidential

EITSM Remedy Administrator

Responsibilities:

• Implement modifications to Foundation data as approved via CRQ process
• Provide metrics report on Incidents and CRQs
• Assist on account management when needed ensuring AD integration and other attributes in People forms are properly configured.
• Provide assistance to the Program Management Office during times of patching, testing, etc.
• Maintain up to date lab environments replicating live production suite.

Confidential

Sr System Administrator

Responsibilities:

• Site Lead carrying out reports for both customer and company
• Assisted in getting other site technicians up to date on training and other company required actions.
• Primary Functional Support Administrator, Client Support Administrator, and Cyber Security Liaison ( formerly known as Information Assurance Officer ) for both local and remote users
• Performed server security hardening (STIGs) on unit owned servers and ensured all other client PCs/laptops were on network and fully patched.
• Provide support to over 30+ personnel locally as well as over 340+ remote customers by patching, doing software installations, imaging, account management (NetIQ DRA), and peripheral setup (printers, phones, etc.).
• Maintained/installed software supporting Financial Mgmt web applications
• Managed 19 Kofax scan stations throughout entire command assisting with new installs as well as manipulating configurations for routine operation. Created/implemented a proactive process to increase Kofax availability to the end users therefore vastly decreasing reactive response actions/calls.

Confidential

Service Support Level 2 Admin

Responsibilities:

• EITSM local lead validating new templates/workflows for the deployed single Air Force instance of BMC Remedy Incident and Change 7.1.
• Performs configurations such as Approval Mappings, Change Template creations, Task Management, account maintenance within EITSM Remedy 7.1 assisting with its initial rollout to the entire Air Force community.
• 83 NOS SME for Weekly EITSM Progress briefing as well as EITSM Tier 2 CAB
• Performs server farm inspections for over 400 servers complying with standardization and maintenance policies and maintaining up to date rack elevations drawings
• Hold discussions and provide insight during Process Improvement Review of current process/workflows following ITIL best practices.
• Process over 30 Change Requests (CRQs) daily by approving in the Review phase and approving in the close down phase ensuring any changes to Configuration Items (CIs) are captured.
• Confidential Section Lead for flight contractors

Confidential

Configuration Management Tech

Responsibilities:

• Perform basic administrative tasks within Remedy Change/Asset Modules 6.3 such as user/group account creations, relational associations of such accounts, field updates, asset auditing (search/creation/update/deletion/importing), managing licenses within Remedy Administrator
• Operates Remedy Change 6.3 to process request for any sort of changes on the Confidential East Enterprise Network and validates that all changes are being properly updated within CMDB (Asset Database), especially those of bases being migrated over to Confidential East control
• Performs server farm inspections for over 600 servers complying with standardization and maintenance policies
• Responsible for the OS installation/patching of all servers to be placed within Confidential East server farm.

Confidential

Configuration Management Tech

Responsibilities:

• Ensures all servers in Confidential East server farm are running without any errors and maintaining up to date rack elevations drawings
• Assists with Confidential Change Review Board (CRB) on a daily basis to arrive to an approval/disapproval of any configuration changes to our Enterprise by consulting with other Core Services
• Trained all AF bases on Confidential East Change Management process and our Remedy Change Modules version 6.3
• Maintain updated virus definition files to Confidential East Primary SAV server and assure pushes of such are downstream to all clients (servers and workstations)
• Performed administrative control duties as Site Content Manager for 83 NOS/SCS SharePoint site to include site layout, advance permissions, and content approval.

Confidential

Help Desk Tech/BECO/Change-Configuration Mgmt Tech

Responsibilities:

• Operates Remedy Change modules to process request for any sort of changes on the ACC Enterprise Network.
• Ensures all change requests are provided with appropriate information so that further processing can be done.
• Ensures only authorized components are used in the ACC Enterprise and that all changes are documented and tracked.
• Leads ACC Configuration Advisory Board to supervise all configuration/changes to the ACC environment by consulting with other Core services.
• Created 80% of base-wide squadrons SharePoint sites during the transition from Topcover (old information utility function running on IIS server) providing no downtime to end users of such sites.
• Trained over 35 CSAs on the creation and manipulation of sites and web parts respectively assuring 100% training to individuals of each Group and their respective squadrons
• One of three Equipment Custodian Officers (ECOs) that managed organizational equipment accounts (145 accounts, over 25 million dollars in equipment) --verified receipt, performed audits, and resolved and reported discrepancies.
• Monitored/managed user sub-accounts, maintained base equipment, and accountable software inventory using the Air Force Equipment Management System, IPMS and ITAMS.
• Oversaw initial, joint and annual equipment inventories; monitored status of reports of survey, reports of excess equipment, and equipment disposition and turn-in, bringing about the only year in five-year period with 100% asset accountability.
• Provided training to unit-level equipment custodians (EC) base wide totaling an approximate of 145 ECs on base.
• Performed fault isolation by validating, isolating, and correcting faults, and verifying service restoral with customers.
• Processed, documented, and coordinated resolution of over 1250 trouble calls from Workgroup Managers and Functional System Administrators of the Multi-National Corps - Iraq.
• Assisted over 8,000 troops on camp with meticulous computer problem resolution.