Experience

Cherokee Nation
• United States
• Government Administration
• 700 & Above Employee
• Project Manager Program Management Office

  • Feb 2023 - Present


Defense Health Agency

• United States
• Armed Forces
• 200 - 300 Employee

• Chief, Continuous Service Improvement, Global Service Center

  • Apr 2020 - Feb 2022

  Led a diverse team of military, civilian and contractors in four different offices that encompass Training, Knowledge Base, Service Design and IT Service Management Technology. Ensured cross-collaboration philosophies and teamwork were infused as agency philosophies toward implementations of programs/projects utilizing outside resources and include vendor as a coordinated effort. -- avoiding the "silo" effect; to speak their position on the matter promotes "buy in".Fostered Clear Communication - Explaining what the mission goals are, specific individual roles, created cohesive teams on tackling issues on any enterprise level deployment initiative. Analyzed strategic movement of overall GSC effectiveness during COVID-19 and ensured GSC’s continuity of operations plans in operating remotely during the pandemic and channeling facts to leadership in staff meetings. Show less

• Operations Manager, Global Service Center

  • Apr 2019 - Apr 2020

  Administrator in planning and execution of multiple projects and growth initiatives, as well as daily operations of 403-member GSC. Served as Chief, GSC during periods of absence and oversaw over 263,000 customer contacts and approx. daily 210,000 IT incident resolutions, maintaining 99% uptime of clinical and network services across MHS enterprise resulting in a 97% customer satisfaction rating. Led the creation of a reporting tool and working group to track applications utilization at 79 AF bases. Led a team to identify over 750 trends and 124 errors within applications in order to brief senior leaders and aid in their decision-making processes and improve services for 9.5 million beneficiaries.Utilized leadership skills and team's efforts; spearheaded the AF transitions to the DHA Remedy system eliminated the need for the 79 AF MTFs to operate and manage their own IT service management tools. Saving each MTF $15,000 a year, the AF roughly $1.1 million annually. Show less

• Chief, Quality Assurance Management and Reporting Office

  • May 2015 - Apr 2019

  Served as the End User Support Section's Quality Assurance (QA) Management and Reporting Chief supporting the Global Service Center (GSC). Indirectly supervised and planned work to be accomplished by eleven (government/contractor) employees, sets and adjusts short-term priorities, and prepared schedules for completion of work; assign work based on priorities; evaluated work performance; counsel, provided instruction to employees on work and administrative matters. Performed quality assurance oversight, wrote/collaborated with the Service Level Monitoring Lead on reports to be submitted recommending SLA improvements. Facilitated the team effort, creation and design of the new tri-service QA evaluation template for QA Team to provide consistent and standardized responses to the Tier 1 Leads. Coordinated efforts with Navy, Tri-Care Management Agency (TMA), and Military Health Systems (MHS) in continuation of transition into DHA. Identified potential changes incorporating AF, Army, Navy, and TMA QA areas and offers solutions. Develops conclusions based on comparative data, root cause analysis, and trend analysis; formulated recommendations; prepared statistical summaries presented the study results to senior DHA management. Show less



Department of the US Air Force; AFMOA

• Chief Operations Officer, Medical Enterprise Service Desk (MESD)

  • Aug 2011 - May 2015

  Key player in implementation of operations in 2011 from startup with minimal manning through full operational capability to current sustainment operations and transition to DHA Global Service Center (GSC) Enterprise Service Desk (ESD). Oversaw all operations that provided technical Tier 1 (Level 1 & 2) support for over 100 different medical systems and network segments, servicing 45K customers in 79 AF Medical Treatment Facilities (MTF) across the world. Directed operations and activities for 63-person team encompassing 6 subordinate supervisors, military members and contractors in different geographical locations. Instrumental in building the Defense Health Agency (DHA) strategic working group for End User Support Section (EUSS), by influencing decisions to ensure the Air Force priorities are represented. Utilized critical decision-making processes in coordinating efforts with Army, Navy, Tri-Care Management Agency (TMA), and Military Health Systems (MHS) to translate DHA senior leadership vision into operational reality. Collaborated with two different external agencies to oversee two manpower programs valued at a combined total of $24M; ensured global 24/7365 support to AF MTFs. Developed interface processes for 20 IT program offices; ensuring all personnel were prepared for complex problem resolution. Show less



Department of the US Air Force; METC

• IT Specialist Applications Software Project Manager

  • Apr 2010 - Aug 2011

  Assigned as the Information Management Division (IMD) sole IT Project Manager; detailed as the Senior Systems Development/Project Management Department Lead. Supervised a 4-person Content Management and Web Development Team. Managed the Campus Portal (METC Online), and lead support initiatives to the largest military tri-service Medical Education and Training campus in the DoD. Identified IT hardware requirements, assisted the planning, execution deployment of over $32M in IT hardware and ensured connectivity for the $1.2B Medical Education and Training Campus; with management of software/hardware, various end user and storage systems and IT contracted staff. Led IMD transition from stand-up to sustainment; acquired Remedy Asset Manager capability/training; which tracked $32M in IT asset accountability. Secured $1.5M personal services contract; which instantly amplified help desk staffing 60% with guaranteed support services availability. Show less



Department of US Army; AMEDD

• IT Specialist System Analysis Project Manager

  • Feb 2010 - Mar 2010

  Provided project management of AMEDDCS Information Management and Information Technology (IM/IT) initiatives to include project definition, project planning, project execution, and project closeout. Developed associated acquisition strategies, statements of work, statements of objectives, and evaluation factors. Managed project cost, schedule, and performance. Conducted in-process reviews and created project budgets. Managed the deployment of acquired goods and services. Functions as a technical liaison among stakeholders on assigned projects. Conducted technical interchange meetings between suppliers, users, bill payers, and supporting representatives across all acquisition-related functions. Supported the development and analysis of business cases associated with IM/IT initiatives.Provided consultation on established policies to all stakeholders. Coordinated the provision of government-furnished support to contracted efforts. Integrated contracted efforts into overall enterprise programs; which included quality assurance on assigned projects. Show less

• IT Specialist Customer Support/ Organizational Unit Tech Manager

  • Sep 2008 - Mar 2010

  Disseminated and ensured implementation of IA policy, guidance, and training requirements. Ensured implementation of IAVM dissemination, reporting, and compliance procedures. Ensured all users meet the requisite favorable security investigations, clearances, authorization, need-to-know, and security responsibilities before granting access to the IS. Developed and coordinated the development and support of C&A requirements, and initiate re-accreditation as required.Ensured system recovery processes were monitored and that security features and procedures are properly restored. Reported any security violations and incidents in accordance with regulations and policies. Coordinated deployment services provided by the local Directorate of Information Management to AMEDDC&S functional users. Provided Tier 2 customer service support for the Army Medical Department Center and School (AMEDDSC&S) G6 for 5,635 users involving daily operations, deployments, and new installs. Managed and prioritized OU4 customer support for approximately 500 users. Show less



CHRISTUS Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Enterprise Technical Supervisor, Network Operations Center

  • Dec 2007 - Sep 2008

  Managed a group of 15 personnel within a 24/7 operation while leveraging the ITIL Incident Management Process by utilizing its monitoring procedures; which ensured that services were restored to their normal operating state as quickly as possible with minimum disruption. Responsible for the direction of the NOC support staff in accordance with various service level agreements; which included: enterprise wide telecommunications, voice and video services, server and storage capabilities. Managed a group of 15 personnel within a 24/7 operation while leveraging the ITIL Incident Management Process by utilizing its monitoring procedures; which ensured that services were restored to their normal operating state as quickly as possible with minimum disruption. Responsible for the direction of the NOC support staff in accordance with various service level agreements; which included: enterprise wide telecommunications, voice and video services, server and storage capabilities.



MTC Technologies

• Defense & Space
• 100 - 200 Employee

• Network Technician

  • Mar 2006 - Sep 2006

  Front line customer support for network and computer issues hardware and software troubleshooting. Implements software and hardware safeguarding for base wide network. Maintains Air Force Computer Emergency Response Team (AFCERT) suspense's and implements corrective and proactive actions as per government request. Implements and network/computer data backup schemes as new systems are added to infrastructure. Utilize Symantec Ghost software in imaging procedures. Conducts data recovery support for down systems. Performs onsite troubleshooting for group wide workstations & servers to maintain strong network health. Maintains FEDLOG server for installation Show less



US Air Force, HQ AETC/Directorate of Operations

• Chief of Communication, Directorate IT for Operations

  • Apr 2002 - Jan 2006

  Functional System Administrator oversees information management and Workgroup Management (WGM)/Client Support Administrator (CSA) programs at corporate level. Leads and trains over 24 WGM/CSAs in the operations and maintenance of over 550 LAN accounts at Headquarters Air Education and Training Command Directorate of Operations. Operates and maintains the Video Telecommunication Conference presentation equipment and programs for General Officers for HQ Operations. Manages the Defense Messaging System and Secure PC System for 3 General Officers. Troubleshoots integration of the clients PCs with the LAN/WAN, ensures hardware and software is functioning properly and that operations standards are met. Function tests system components to identify or resolve technical problems, analyzes system malfunctions, and provides ongoing support for resolution of complex operating system malfunctions and system upgrades. Show less