Experience

NetWolves

• United States
• Telecommunications
• 1 - 100 Employee

• Associate Vice President, Production Operations

  • Jan 2023 - Present

  Senior member of the leadership team ensuring the overall performance of the Customer Operations Group (Service Delivery, Project Management, Technology) meets business requirements. Defines vision, strategies, and tactics that focus on a balanced scorecard of: Employee Experience, Customer Experience, Process Efficiency and Financial Growth. Senior member of the leadership team ensuring the overall performance of the Customer Operations Group (Service Delivery, Project Management, Technology) meets business requirements. Defines vision, strategies, and tactics that focus on a balanced scorecard of: Employee Experience, Customer Experience, Process Efficiency and Financial Growth.



NetWolves

• United States
• Telecommunications
• 1 - 100 Employee

• Program Manager

  • Apr 2018 - Aug 2020

  Program Manager responsible for the Product Management & Cyber Security Program. Specializing in Managed Services, Cyber Security Solutions, and Professional resources, NetWolves offers a new view into Enterprise IT. Our proprietary tools, highly skilled people and tailored processes give you a personalized view into your IT Ecosystem. We have the ability to customize solutions based on your specific business drivers. NetWolves is your partner, not just your vendor. Program Manager responsible for the Product Management & Cyber Security Program. Specializing in Managed Services, Cyber Security Solutions, and Professional resources, NetWolves offers a new view into Enterprise IT. Our proprietary tools, highly skilled people and tailored processes give you a personalized view into your IT Ecosystem. We have the ability to customize solutions based on your specific business drivers. NetWolves is your partner, not just your vendor.



101st Air Operations Group- 101st Air Communications Squadron

• Tyndall AFB, FL

• Network Operations Officer- Cyber Security- Mission Defense Team

  • Aug 2016 - Jul 2020

  Commissioned Officer - Responsible for employment of network and cyberspace capabilities in deliberate and crisis scenarios Advise senior leadership on associated risks and mitigation factors in conjunction with utilized network and cyber technologies Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity Provides in depth knowledge of strategic performance management, process assessments, and applications of technology Prepare enlisted personnel of the organization to deploy in support of mission requirements Provide guidance to supervising members enabling them to resolve problems at the lowest levels Provide mentorship to subordinates and enforce USAF military standards Developed and implemented strategic operational training plans and standard procedures



ARMA Global Corporation, A General Dynamics Company

• IT Services and IT Consulting
• 200 - 300 Employee

• IT Business Analyst - Program and Project Manager- Quality Assurance

  • Mar 2014 - Apr 2018

  Diversified roles include; IT Project Manager, Performance Optimization, Business Analyst, QA/QC, and Service Level Management for the Data Center Service Tower at US Special Operations Command, MacDill AFB FL Provides in depth knowledge of strategic performance management, process assessments, and applications of technology Maintains continuous alignment of program scope, strategic business objectives, and contract requirements Provide recommendations and implementation strategies to enhance effectiveness and improve service delivery Works with project teams to identify and develop effective non-standard service management strategies including communications plans, training plans, operating procedures, and organizational alignment strategies Performs internal risk assessments and establish appropriate control measures to maintain quality performance and compliance Ensures issues are identified, tracked, reported on, and resolved in a timely manner with after actions documentation Analyze SLA/metric effectiveness, perform gap analyses, and benchmark SLA/metric sets against both evolving customer mission and practices at other government/private industry organizations Generating workflow reports pertaining to IT Technician and business analysts activities, scheduling, and resource planning Collect and track SLA metric data and analyze and report on service delivery performance levels using data from multiple sources including help desk tickets, project management metrics, audits, independently collected data, and customer surveys Facilitates team meetings and provides detailed status briefings, operational improvement proposals, program milestones Successfully managed and closed multiple programs and projects simultaneously



Joint Communications Support Element

• United States
• Armed Forces
• 100 - 200 Employee

• Cyberspace Operations Officer- Former First Sergeant

  • Feb 2005 - Aug 2016

  Commissioned Officer and former Squadron First Sergeant responsible for employment of network and cyberspace capabilities in deliberate and crisis scenarios Advise senior leadership on associated risks and mitigation factors in conjunction with utilized network and cyber technologies Maintains and analyzes workforce performance, lead analysis and staffing change data for continuous quality and productivity Provides in depth knowledge of strategic performance management, process assessments, and applications of technology Prepare enlisted personnel of the organization to deploy in support of mission requirements Provide Human Resource support and advise Commander on status of all enlisted personnel Provide guidance to supervising members enabling them to resolve problems at the lowest levels Provide mentorship to subordinates and enforce USAF military standards Developed and implemented strategic operational training plans and standard procedures Awarded Honor Graduate and Leadership award while attending Airman Leadership School 2006 Airman of the Year: 2009 NCO of the Year, 2014 First Sergeant of the Year Candidate Training: USAF NCO Academy, USAF SNCO Academy, USAF First Sergeant Academy, Officer Training School



Spear Innovative Solutions, Inc

• Tampa, Florida

• Information Technology Business Consultant

  • Jan 2010 - Jan 2015

  Analyze qualitative and quantitative data to uncover strategic, actionable insights to fulfill client goals and create the appropriate resource infrastructure to support client Information Governance Management programs. Conduct an enterprise wide information management gap assessment, with a focus on IT business needs, equipment, records management and the protection of sensitive data according to client requirements. Analyze qualitative and quantitative data to uncover strategic, actionable insights to fulfill client goals and create the appropriate resource infrastructure to support client Information Governance Management programs. Conduct an enterprise wide information management gap assessment, with a focus on IT business needs, equipment, records management and the protection of sensitive data according to client requirements.



Oxley Enterprises, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Sr. IT Business Analyst/ IT Performance Manager

  • Mar 2013 - Mar 2014

  Sr. IT Performance and Service Level Management consulting for HP Data Center Tower at US Special Operations Command Reviews client organizational structure, operating policies, and procedures to identify areas needing improvement Provides id depth knowledge of strategic performance management, process assessments, and applications of technology Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent. Coach, mentor and lead personnel within a technical team environment Works with project teams to identify and develop effective non-standard service management strategies including communications plans, training plans, standard operating procedures, and organizational alignment strategies Compose and edits documented requirements, service specifications, business processes and improvement recommendations related to service operations Review and revise Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and other agreements between client organization, partners, and their customers Ensures issues are identified, tracked, reported on and resolved in a timely manner with after actions documentation for incidents relating to service outages Analyze SLA/metric effectiveness, perform gap analyses, and benchmark SLA/metric sets against both evolving customer mission and practices at other government/private industry organizations Collect and track SLA metric data and analyze and report on service delivery performance levels using data from multiple sources including help desk tickets, project management metrics, audits, independently collected data, and customer surveys Facilitates team meetings and provides detailed status briefings, operational improvement proposals, project milestones, and SLAs



Blackbird Technologies, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Business Analyst- Technical Administrator

  • Jan 2011 - Mar 2013

  Manage development, refinement, and implementation of IT systems, network, and administrative procedures Produce monthly Service Level Agreement reports from multiple data sources providing an depth analysis of all network services to include user login totals, node selections, speed tests, bandwidth utilization, traffic patterns, network down time, trouble ticket data (ASA, FCR, TAT, MTTR), incident trends, user training requests, equipment lifecycle status and network enhancements Review and revise service, maintenance, and support procedures to address any shortfalls identified in monthly SLA reports Create concise Standard Operating Procedures, guidebooks, troubleshooting aids, work instructions, and training material Administer accounts, services, and workstations thru Active Directory in large complex environments Provide technical oversight and leadership to identify, diagnose, and resolve network and systems issues Configure Windows Domains, Windows & Linux Client machines, Servers, and Virtual Machines for secure network use Administered processes to manage the installation of new systems, upgrades, and enhancements to the IT infrastructure. Designed, implemented, and maintained complete virtual infrastructure with VMware, VSphere 5 ESXi Setup & maintenance of 5 node/fiber channel connected VmWare 5.0 cluster for development and quality assurance environments, usually running over 200 Linux and Windows Desktop and Server instances Performed extensive TCP/IP Network Troubleshooting Conduct network user training and revise course objectives as network enhancements and improvements occur Consistently ensure delivery of quality customer service vital to sustaining client relationship Introduce and integrate new technologies and tools into existing network environment, complete testing pre and post upgrade



HEALTH INFORMATION SOLUTIONS LIMITED

• United Kingdom
• Business Consulting and Services

• Project Manager / IT Technical Administrator

  • Jan 2007 - Oct 2008

  Coordinated directly with company president and operations director to launch company from ground level Developed project proposals covering materials, personnel, cost, timeline, and reporting methods Collaborated with the Operations Director to define service metrics and performance for the deployment, maintenance, and monitoring of customer based Service Level Agreements and reporting methods Produced monthly status reports providing analysis of project budget status, completion rates, active and inactive field staff assignments, client complaints, and recommendations for service improvements Implemented and enforced improvement to Service Levels with departmental managers and staff to achieve objectives Effectively managed multiple teams of up to 15 individuals on multiple national healthcare projects Implemented policy and procedures for employees and contractors on all company projects Set completion deadlines, assigned employee responsibilities, and implemented Q&A measures for all project Preformed routine analyses of project costs and phase completions to ensure budget and timeline controls Configured and maintained multiple databases for asset and status tracking



Managed Access

• United States
• Hospitals and Health Care

• Project Manager/IT Helpdesk Supervisor

  • Oct 2005 - Oct 2006

  Handpicked as preferred project manager for multimillion-dollar medical research projects Turned around a stagnant project resulting in and saved a $1.5M project, successfully restoring client confidence Performed extensive market reviews for prospective projects, gathering details utilized for pricing project services, and providing supportive documentation for RFP replies to health insurance agencies for medical research and record review projects Developed project proposals covering materials, personnel, cost, timeline, and reporting methods Collaborated with the Operations Director to define service metrics and performance for the deployment, maintenance, and monitoring of customer based Service Level Agreements and reporting methods Produced monthly status reports providing analysis of project budget status, completion rates, active and inactive field staff assignments, client complaints, and recommendations for service improvements Effectively managed staff of 14 nurses on multiple national health care projects Pioneered innovative team building and cross-functional project management techniques to expedite workflow, simplify processes, and reduce operating costs and improve customer satisfaction Coordinated work assignments and delegated duties to ensure all phase deadlines were met on time Recruited and hired qualified staff to conduct essential medical record reviews for project completion Maintained accurate and thorough records of all assets, cost reports, and project stats in multiple databases Administer user accounts and workstations thru Active Directory Service on Windows domain Provided onsite IT tier 1& 2 support covering computer repair, user account management, MS Exchange Server, Active Directory, software/security updates, monitoring, issue tracking, and reporting stats to IT director Trained all employees on acceptable use and monitoring polices of all company equipment



United States Marine Corps

• United States
• Armed Forces
• 700 & Above Employee

• Infantry Section Leader

  • Oct 2000 - Feb 2005

  Supported combat and antiterrorist operations during Operation Enduring Freedom and Iraqi Freedom Developed and implemented troop training procedures for security and assault operations Prepare enlisted personnel of the organization to deploy in support of mission requirements Enforced USMC standards, policies, and procedures for deployed and garrison locations Instructed, supervised, and evaluated performance of twelve (12) individuals Maintained accountability of weapons, personnel, and government assets on multiple deployments Received multiple letters of commendation for superior work performance Small Arms Expert: Airborne and Special Operations Capable Qualified: Marine Corps Martial Arts Certification