Proffessional Experience

Confidential

• Adopted Information Technology Infrastructure Library ITIL and Knowledge Centered Support KCS while providing world class support for the USPTO.
• Increasedthe First Level Resolution rate from 32 to 90 through implementation of remote desktop tools, jumping political hurdles and the full implementation of all of the models of Rememdy 7.6.04.
• Made Monthly metrics available to all employees and customers.
• Maintained overall customer satisfaction survey tool internal allowing more control and better reporting.
• Replacinf antiquated EAMS Enterprise Asset Management Systems with BMC's Rememedy as well as restructuring the Knowledge Packs KP to be more user friendly.
• Evaluate the requirements for improvements to systems i.e. various Enterprise Network Monitoring systems, TCP/IP, Microsoft Server, Windows 2000, Windows NT, Windows Server, etc. and recommend solutions.
• Responsible for the implementating and administering of various versions of Microsoft Windows Enterprise Infrasture . . . including ensuring the connectivity between individual offices as well as remote locations are stable.
• Responsible for the continuous integration of Legacy systems with Next Generation systems for a customer base of over 12,000 users.
• Responsible for the success implementation and administer of our Network Monitoring systems.
• Provide professional and accurate communication regarding CIO projects.
• Build and manage our workforce based on organizational goals, budget considerations, and staffing needs.
• Responsible the monitoring and mainting of various servers.
• Manage the implementation of Rememdy and retiring of EAMs. I implementend the ITIL process with the implementation of Remedy 7.6.04.
• Responsible for Service Desk technicians training on Remedy and the ITIL process.
• Responsible for the development of Collaborative Webex sessions with developers.
• Responsible for providing support and technical expertise to the Networking monitoring and division team through monitoring and resolving SNMP alerts . . . such as Solarwinds, etc. As well as resolving issues related to various other Enterprise Services and mobile device elments.

Supervisory Patent Examiner

• Serve as the SPE of Art Unit 2181, examining technologies involving
• computer software and hardware related subject matter.
• Responsible for the authorization interpretation of legal precedents, for making a wide variety of decisions involving the subject matter examined in the Technology Center, and for performing a number of very important related duties such as determining whether two or more applications contain interfering subject matter.
• I exercise a full range of supervisory and managed duties associated with the direction of work in the Art Unit.
• Develop and train employees, review and evaluate the work and performance of subordinates and determe the staff needs of the unit.
• Organized, created, and implemented a unique strategy for conducting
• interviews. The unique strategy including a method of keeping interviews focused on the Inventive Concept as opposed to claim language.
• Conducted interviews for potential patent examiners and was a part of the first ever Patent Examiner Virtual Recruiting Pilot Program i.e. Oklahoma State University Virtual Interviews .

Elected Board Member of the PTO fitness center

• Communicated issues with board members as well as the members. I also presented and continue to present new initiatives to board members, fitness center members, and third party vendors.
• Responsible for the PTO fitness center computer network Windows 7 and Point of Sale system.
• Implemented the current Point of Sale system and connected to the network.

Confidential

Patent Examiner/ Help Desk Liaison

• Was on-site computer liaison to PTOs Computer network sysetms
• and help-desk.
• Responsible for the initial troubleshoot on computer hardware, software and network issues.
• Developed FAQs for computer hardware and software problems.
• Researched proposed computer inventions.
• Developed handouts for teaching examiners how to interview with attorneys.
• Developed manuals on how to examiner patents.
• Wrote rejections and patent approvals.

Confidential

Program Manager GCI Contractor for the USPTO's helpdesk

• Developed diagnostic tools needed to provide software, hardware, network and desktop support to over 12,000 users in a Novell/Windows NT 4.0 environment at the PTO.
• Managed over 55 help desk technicians and supervisors who provided support for over 10,000 patent examiners at the USPTO.
• Trained, mentored, evaluated and managed 65 help desk technicians
• and supervisors.
• Professionally worked with OCIO to provide clear and concise
• information regarding the various projects regarding the hardware and
• software of the USPTO computer systems.
• Trained help desk technicians on hardware, software, customer
• service, etc. Also, trained the technicians to become effective trainers themselves.
• Managed individuals using Expert Advisor and Amdahl problem
• tracking systems used by the PTO to solve network computer problems.
• Created a team environment that focused on motivating technicians
• to reach their full capacity as employee. Also recommended that technician
• continue to improve themselves acadmencially.
• Created an effective customer service training class. After taking my
• customer training class, customer complaints went down substantially.
• I projected the cost of equipment, personnel, hardware and software
• for the USPTO helpdesk yearly.
• Evaluated the performance of GCI's network system, as well as, the connection to the USPTO computer systems and recommended viable solutions for speeding up the data access performance across multiple platforms.
• Recommended solutions to many global and individual computer
• software and hardware problems.

Confidential

Asst. Program Manager

• ssisted in implementing and maintaining an information system for
• Digital Support Corporation DSC .
• Implemented training courses for new recruits - speeding
• profitability.
• Used project management software tools to manage multiple
• automated information architectures.
• Monitored information systems of all kind using remote monitoring
• tools.
• Research and purchased hardware and software for a 12,000 client
• server environment.
• I worked with and managed the in-house computer repair group and
• the on-call off-site engineers to develop a more efficient way of handling
• on-site computer/network repairs, by implementing a software program that allowed computer problem to be repaired remotely. This freed up the on-site engineer to focus on the more administrative tasks, thereby making the operation work better.
• In 1997 when I became a program manager, I created and
• implemented training courses Diagnostic software, tranining guides, and
• other diagnostic materials for helpdesk operators, as well as, field engineers/technicians.
• Since help desk technicians and field technicians have different
• methods of solving problems, I created training tools that would work for
• both groups.

Confidential

Communication Operations

• Conducted briefings before going on a missions.
• Developed training materials, trained subordinate soldiers, coordinated communications and training with other units or soldiers and provided slide presentations or reports to my superiors.
• Provided verbal counseling and guidance to soldiers on a constant basis.