SUMMARY

• Accomplished measurable results while managing IT teams and overseeing teams in a dynamic, fast - paced environment.
• Possess a comprehensive background in Information Technology derived from conducting domestic and global operations within CONUS/OCONUS locations.
• Possess extensive knowledge in IT field. Extensive experience in assisting IT services infrastructure to evaluate, research, recommend and implement technology improvements in the network, server, workstation, IT management systems and multimedia environment.
• Fast proactive learner and ability to adapt to new concepts and responsibilities.
• Proven Information Technology and Project Management experience, offering a proven record of taking over troubled IT projects and programs, taking on significant challenges, developing new launch plans, managing costs and budgets and executing to successful cost-effective solutions.
• Built and retained high performance teams by hiring, developing and motivating skilled professionals.
• Excelled at boosting performance and productivity by establishing realistic strategic goals, enforcing deadlines and aligning with the mission-critical goals of the enterprise.
• Offered outstanding presentation, oral and written communication and cross-cultural cross-functional team management skills.

TECHNICAL SKILLS

• System Administration
• Web Development Tools
• Information Technology
• Web Applications
• Document Management
• Operating Systems
• Technical Support
• Software Lifecycles
• Proficiency in TCP/IP protocols
• Databases
• Attention To Detail
• Customer Service
• Oral Communication
• Problem Solving

PROFESSIONAL EXPERIENCE

LOGISTICS MATERIAL ADMINISTRATOR

Confidential

Responsibilities:

• Conducted daily audits to check store for proper signage and to determine shelves requiring additional inventory.
• Compiled data for Maximo reports to disseminate to staff members, Project Manager s and management team.
• Led Logistics team in delivery of DOD POTUS project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables.
• Tracking and transferring of material internally within warehouse locations and to other warehouse location sites CONUS/OCONUS using CostPoint database and Maximo
• Initiating and completing Manufacturing Orders (MOs) both standard and repair.
• Covered addition of new assemblies (manufactured-in-house) as well as relieving of materials from inventory of components used.
• Mitigated financial discrepancies by managing claims processing, damaged goods, back orders, overage's and shortages.
• Protected company inventory with well-organized and secure storage areas.
• Provided subject matter expertise on inventory levels and processes to internal and external customers to meet diverse requirements and smooth processes.
• Examined incoming shipments to verify quantity and quality, returning unacceptable shipments to suppliers for refunds or replacement.
• Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records.

NATIONAL SERVICE DESK KNOWLEDGE MANAGER

Confidential

Responsibilities:

• Assigned to the Onboarding Team, supported Veterans Administration (VA) customers converting from Remedy ticketing process to the NSD Service Desk Manager (SDM).
• Managed documents within the ticketing system knowledge base, worked with over 70+ Subject Matter Experts (SME) to provide support needed for documentation that met customers' policies.
• Worked in a fast paced telecommute environment, collaborating with other team members and customers nationwide.
• Managed and maintained approximately 3,000 documents existing in multiple formats available within the ticketing system knowledge base.
• Instructed and supported customers with logging on and accessing products.
• Conducted weekend and overnight confidence testing according to detailed requirements.
• Supported implementation and maintenance of network and system services.
• Monitored network and system performance.
• Troubleshot problems as they arose.
• Participated in design, development, acceptance testing, and implementation of software programs and computer equipment.
• Prepared and maintained documentation outlining equipment operations and preventative maintenance.
• Analyzed complete documentation on the up time and reliability of systems to provide necessary information for contract enforcement.
• Assisted and led local projects, prepared and presented findings, and recommended action involving the analysis of complex problems related to equipment and software utilization and acquisition.
• Led and provided advice and guidance to others on a wide range and variety of technical IT issues (e. g., error resolution, knowledge article contribution, written reports).
• Led workgroups to accomplishment computer project assignments that required a wide range of knowledge of computer requirements and techniques.
• Analyzed a number of alternative approaches in the process of advising management concerning major aspects of system design and capacity.
• Prepared and presented materials while coaching and training others.
• Ensured all changes were approved through a configuration management process, and were assessed for cyber security impacts.
• Analyzed complex processes and a variety of unusual problems, questions, and conditions relative to the design and selection of management information systems and applications software technology.
• Ensured solutions effectively integrate secure communications and data requirements from annual submissions of new requirements.
• Senior project manager for deployment of IT modernization equipment and software.
• Established metrics and analysis systems to ensure actions were timely and reviewed at critical points.
• Utilized Client documentation tools including Microsoft Word, Adobe FrameMaker, Visio, MS Project, and Microsoft SharePoint with corresponding NSD templates to support project documentation.
• Trained Knowledge Analyst's (KA) via Lync meetings on the duties and responsibilities of a KA and to ensure they can maneuver within the Service Desk Manager (SDM).
• Developed and authored technical information for internal and external utilization.
• Collaborated with specialists in other disciplines, including engineers, product management, instructional design and support in development of internal and external user manuals
• Worked closely with clients for the duration of projects.
• Provided customers with advice on NSD and relevant applications.
• Utilized such online conferencing tools such as WebEx and Business Skype to conduct trainings and learning sessions to employees in locations both in the US and abroad.
• Promoted company in maintaining telework environment focused on quality, communication, collaboration, integration and teamwork.
• Established consistent and repeatable process for technical documentation within global team.
• Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.
• Created, edited, and updated project manuals and technical documentation used by the entire QA team.
• Prepared and presented technical proposals for clients.

INFORMATION TECHNOLOGY MANAGER

Confidential

Responsibilities:

• Managed and maintained over 240 computer systems software/hardware uniquely assigned to sections within the unit.
• Analyzed and monitored new technology requirements, studied and researched data, which impacted, mission essential computer systems capabilities.
• Managed the OG Helpdesk supporting over 240 users and customers.
• Instructed and supported customers with logging on and accessing products.
• Conducted weekend and overnight confidence testing according to detailed requirements.
• Supported implementation and maintenance of network and system services.
• Monitored network and system performance.
• Troubleshot problems as they arose.
• Participated in design, development, acceptance testing, and implementation of software programs and computer equipment.
• Prepared and maintained documentation outlining equipment operations and preventative maintenance.
• Analyzed complete documentation on the up time and reliability of systems to provide necessary information for contract enforcement.
• Assisted and led local projects, prepared and presented findings, and recommended action involving the analysis of complex problems related to equipment and software utilization and acquisition.
• Led and provided advice and guidance to others on a wide range and variety of technical IT issues (e. g., error resolution, knowledge article contribution, written reports).
• Led workgroups to accomplishment computer project assignments that required a wide range of knowledge of computer requirements and techniques.
• Analyzed a number of alternative approaches in the process of advising management concerning major aspects of system design and capacity.
• Prepared and presented materials while coaching and training others.
• Ensured all changes were approved through a configuration management process, and were assessed for cyber security impacts.
• Analyzed complex processes and a variety of unusual problems, questions, and conditions relative to the design and selection of management information systems and applications software technology.
• Ensured solutions effectively integrate secure communications and data requirements from annual submissions of new requirements.
• Senior project manager for deployment of IT modernization equipment and software.
• Established metrics and analysis systems to ensure actions were timely and reviewed at critical points.
• POC for communicating all notifications and incidents relating to unit infrastructure, data networks, computer systems, which may affect normal operations or impact flying missions locally and regionally.
• Developed reports from data studies and advised to upper management which actions needed to be implemented.
• Composed technical reports and user reference manuals and evaluated text, layout, charts, and graphics, ensuring clarity and consistency throughout documents.
• Coordinated and reviewed projected plans, scheduling and budgeting for configuring 164 Electronic Flight Publications (IPADS), which are utilized by aircrew for critical flying missions.
• Performed background data studies to create Electronic Flight Publications training documentation, after-action reports, and standard operating procedures relating to contract-related IT program deliverables.
• Developed and managed unique training plan utilizing PowerPoint to train over 160 C-5 Pilots on Electronic Flight Publications.
• Document, organize, and maintain full lifecycle design, development, and deployment information from multiple sources to create technical documentation for mission-critical software applications.
• Responsible for over 200 Operating Instructions (OI's) within the Operations Group publication library, overseeing the entire process from "birth to publish".
• Managed and maintained the Confidential Records Information Management System database (AFRIMS).
• Utilized, managed and maintained Confidential Tier 1 WOMS Ticketing System and Remedy to ensure all computer programs and hardware problems were given high priority troubleshooting solutions to ensure critical flying missions executed without delay.
• Extensive experience with IT troubleshooting and problem solving for many computer related issues or software issues.
• Designed and developed an Administrative Troubleshooting guide for other IT Technicians within the unit based on customers' policies and required needed support.
• Developed and created Operation Procedures for the GPC program within the unit as Resource Advisor -- zero cost overruns on complex $63,000 operations and maintenance supply budget.
• Assisted in set-up of other work centers database to ensure conformity throughout the Mission Support Group.
• Conducted research and trained staff on new techniques for reconfiguring over 100 computers for a mass upgrade that significantly impacted mission readiness.
• Translated and standardized technical information to compose clear, readable documents, ensuring ease of reading by both technical and non-technical personnel.
• Coordinated lead network security and firewall management.
• Increased system security and performance with proactive changes.
• Improved job tasks and mentored junior team members on best practices and standards.
• Organized projects by delegating tasks to appropriate personnel and overseeing quality control duties.
• Escalated critical mission essential issues to unit commander for remediation assistance.
• Cross-trained on Flight Records, Flight Orders's responsibilities to handle additional duties during peak periods.
• Delivered exemplary customer service and support by remaining poised in most stressful situations.
• Designed and maintained network traffic monitoring system to support 20 network administrators.
• Created Remedy tickets to record and track all batch issues. Escalated issues to support teams, both domestic and international, and collaborated until fully resolved.
• Provided thorough IT technical support and problem resolution for over 150 customers daily.
• Maintained and controlled server room, wireless network, and server infrastructure; managed audiovisual equipment, including projectors, laptops, and video conferencing equipment.
• Reviewed network policies and infrastructure to evaluate sub-optimal areas and develop solutions.
• Updated project plans based on changing objectives, specifications and staff availability.
• Hired, trained and managed employees, including preparing and conducting performance evaluations.
• Directed daily assignments and process workflows.