SUMMARY:

With more than 20 years of leadership and technical experience in the Confidential as a Senior Non - Commissioned Officer in the Communications, Computer Systems Operations discipline I bring an innovative set of skills in support of Information Technology Support Services. I extended computing and communication mission critical needs to the Warfighter serving deployed for Operations Enduring Freedom (OEF) and the Afghanistan Campaign. My extensive experience encompassing functions of communications as a systems administrator, Communications Security ( Confidential ) in the capacity as Responsible Officer for my unit and IT Service Desk Manager for the enterprise. I have served in a variety of leadership positions with expanding levels of managerial, organizational, communications, talent and career management, decision-making and problem resolution responsibilities. I am a tested and proven leader with exceptional team building and collaboration capabilities. I have been evaluated as a self-motivated, flexible and willing to take on and accept responsibility leader.

TECHNICAL SKILLS:

Windows Server 2012 Active Directory; Windows Desktop Support; Microsoft Office 2010/2013; Windows 7; Windows 8; Microsoft SharePoint 2007/2010; Blackberry Server; BMC Remedy; Five9 Call Center Software; Xceedium

PROFESSIONAL EXPERIENCE:

Deputy Service Desk Manager

Confidential

Responsibilities:

• Serves as a leading expert in legacy customized client systems. Assists users with complex issues regarding client issued proprietary databases, software, software configuration control and system.
• Maintains file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance.
• Troubleshoots and determines problems for customer specific operating systems and applications.
• Defines and classifies level, priority and nature of problem, request and/or issue.
• If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
• Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction.
• Possesses technical skills and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Requires experience and knowledge of installation, configuration, and troubleshooting of computers.

Operations Support Lead

Confidential

Responsibilities:

• Worked closely with the Program Management Office, tiered support and customer service representative teams to ensure that quality, productivity and key performance indicators are achieved.
• Assisted contract project manager and lead architect to manage client relationships and expectations that benefits the company, as well as the client.
• Managed a team of customer service representatives communicating expectations, ensuring department performance, and driving support of strategies tied to outstanding customer service through adherence to quality standards and performance metrics.
• As an important member of the senior management staff, established and maintain a positive work environment that fosters quality and commitment to customers, as well as, possess a team-oriented approach in all actions.
• Coached and mentored teams, documents processes, and analyzed trends in order to achieve exceptional levels of customer service in the call center environment.

Confidential

Operations Manager

Responsibilities:

• Served as the enlisted leader of 200 member flight enabling combat power by managing the application, acquisition and implementation of command, control, communications, and computer requirements.
• Managed budget requirements, plans and project manager support.
• Maintained and developed training plans, security strategy and the deployment process for all squadron personnel.
• Responsible for Resource Management, Manpower and Organization, Training Management, and Software Maintenance Management.

Confidential

Supervisor

Responsibilities:

• Directed the completion of 60 tactical and strategic Telecommunications Service Requests to increase network bandwidth in support of the Combined Joint Operations Area-Afghanistan.
• Managed major tactical and strategic satellite transition to upgrade vital mission circuits.
• Structured database tracking 25 plus key projects and tasks in support of Afghanistan-wide network upgrades and improvements.
• Administered classified/unclassified Microsoft SharePoint 2010 site maintaining mission critical data repository.

Confidential

Service Desk Manager

Responsibilities:

• Led 24 military, civilians, and contractors providing 24/7 Windows, UNIX, and database support for $5M key Air Force Command and Control logistics planning tools.
• Managed equipment operations and maintenance/security programs affecting 800 users, 18 bases, 2 Numbered Air Forces, and 5 Combatant Commands.
• Focal point for Confidential Director of Communications & Operations Directorate Confidential Program Management Office; directed Confidential software releases for command.
• Conducted site survey and analyzed user requests and requirements for Confidential support during exercises and contingency operations.
• Spearheaded resolution of 3,558 Remedy tickets including 77 security patches providing unmatched 100% system uptime rate.
• Managed critical software version upgrades de-conflicting 242 Confidential client updates ensuring uninterrupted operations.
• Led team/tasks to accredit $4.2M Confidential revised version release resolving 120 discrepancies <4 days.
• Reviewed and coordinated Service Level Agreements (SLA) between Confidential and external agencies.
• Reviewed and coordinated Statement of Work for Confidential contractors providing system and network administration.
• Reviewed and modified Confidential section Continuity of Operations plans (COOP).

Confidential

Service Desk Manager

Responsibilities:

• Led 33 military/civilians/contractors providing field support for Air Operations Centers worldwide.
• Coordinated current and future Confidential support requirements with lead command organizations.
• Led resolution of 704 Confidential -UL system outages providing war planning capability to 15 bases.
• Led resolution of 727 Confidential command and control outages enabling scheduling and generation of 30K+ deployment missions.
• Assisted $4M Confidential Help Desk relocation guiding complete hardware and operations transference to new facility.
• Provided support for Confidential capability tests providing manning for seven events to deliver superior command and control system.
• Reviewed and coordinated Statement of Work (SOW) for Confidential contractors providing system and network administration.
• Reviewed and modified Confidential section Continuity of Operations plans (COOP).

Confidential

Responsibilities:

• Maintained over 800 contingency data circuits and 88 C2 communications, computer, and information systems.
• Led priority circuit repair coordinating with three Confidential agencies to restore Confidential Presidential hotline to the White House.
• Coordinated Director of Operations residence secure phone outage restoring critical secure communications capability within 30 minutes.
• Responsible for ensuring 100% technical support to the Joint Staff, Information Systems Office and other high-level users during various exercises and real world crises.
• Developed lesson plans, functional user guides, and training documentation for Confidential and Confidential .
• Identified and coordinated mission training requirements for daily operations and long-range planning of CWO teams.
• Wrote Confidential procedures, managed participation of personnel in AF Confidential program, and managed Confidential material in support of Confidential Strategic Watch mission.
• Coordinated mission training and reported CWO team readiness for division.
• Developed and maintained standard operational procedures (SOPs), program maintenance manuals and operation guides as well as training plans and requirements for personnel.
• Managed 5,000 information system assets valued at $30M, impacting the operations of the Confidential LAN for over 2,800 customers at Confidential, Joint Information Operations Center, AFIWC, 67th Information Operations Wing, and Confidential -supported units worldwide.
• Managed customer accounts, applied audit controls, and maintained security levels.
• Performed system administration on four 24-hour message processing systems in direct support of Confidential, National Security Agency, Air Force Computer Emergency Response Team, and seven remote units worldwide.
• Performed system configuration, network troubleshooting, training, security, and system monitoring.