IT Project Manager & Manager, IT Asset Accountability & Manager, IT Knowledge Management

• Dec 2022 - Present

Manager, IT Project Management & Manager, IT Asset Accountability & Manager, IT Info Management

• Nov 2021 - Dec 2022

Manager, IT Operations & Helpdesk

• Jun 2020 - Nov 2021

Manager, IT Operations A-10 Tech School

• Nov 2019 - Jun 2020

Client Support Technician - Mid

• Jun 2019 - Nov 2019

The responsibilities of this role include: ticket system mgm't, report generation, problem resolution, IT hardware/software install/removal/reconfiguration, develop/update/archive process/guidance/policy/self-help documentation & repositories, execute software patches/security fixes/service updates as needed, user/system account mgm't, proposes changes to core processes where marked improvements are attainable, supports voice/wireless/network issues, implements installation/maintenance of copper/fiber internal & backbone infrastructure, track/distribute/maintain/train/replace mobile devices IAW local policy, maximize services IAW prioritization schedule and command directives, analyze workflow traffic for trends to minimize disruptions to normal operations, IT property account manager, monitor lifecycle of IT assets for appropriation/replacement/disposal IAW program instruction/directives, and adhere to applicable environmental guidelines with all produced waste materials. Show less

Supervisor, IT Operations & Helpdesk

• Oct 2017 - Jun 2019

● Oversees training & supervision of 5 technicians coordinating IT incident response for 1.2K users● Monitors network systems/components & directs repairs/modifications to ensure 24/7 operations ● Tracks/reports all computer & network system software & hardware outages to agency directors● Enforces agency network policy compliance by directing cyber security defense measures & orders● Led Unit Command Center ops/3 nights, coordinating response for 8 events; lauded “Outstanding Team” by Wg Inspection Tm & contributed to Satisfactory rating for 2019 Military Readiness Exercise Show less

Equipment Control Officer

• Nov 2017 - Feb 2018

Facilitates accountability and control for $5 million of IT Infrastructure and end user IT assets. Maintains, updates and validates property records in a centralized database. Audits sub-program custodians while propagating best practice procedures.● Oversaw training of 1 technician; managed 43 accounts tracking 6,000 IT assets from receipt to disposition, supporting 1.2K users; processed 143 transaction requests● Trained 1 technician in the duties of managing IT Property in compliance with agency policy● Executes cyber security defense measures and orders, ensuring agency network-policy compliance● Reviewed in-place policies, procedures & methods, providing objective advice to improve all areas● Project Manager overseeing 4 Contractors prepare, track and distribute over 500 out-of-box desktop, laptop and tablet computers across Gowen Field Air Nat’l Guard Base, ID Show less

Manager, IT Systems Helpdesk

• Feb 2018 - Mar 2019

● Oversees training & supervision of 4 technicians providing IT support to 500 users across 6 district offices & remote IT support for any ISP user ● Monitors network systems status, repairs & upgrades to accommodate ID State Police mission ● Tracks/reports all computer & network system software & hardware outages to agency directors ● Plans, budgets & implements IT Life-cycle projects to replace/update 150+ systems annually ● Developed policy for IT disposal/handling IAW Governor’s mandate; eliminated sensitive data-loss ● Coordinated State-wide E-Ticket program distro & training project, revamped 128 systems in 14hrs ● Eliminated 2-year IT Life-cycle backlog, distributed 214 systems in 5 projects spanning 474 man-hrs ● Developed/Conducted 4 Seminars to train 23 ISP IT Dept admins on Quality Customer Service, Ticket System 101/201 & Self-Help Guide Development; recorded 5hrs training, lauded by IT Director Show less

Manager, IT Operations & Helpdesk

• Jul 2017 - Oct 2017

Oversees workcenter operations, administration and training/supervision of 4 technicians providing IT Operations oversight of incident workflow as coordinators between 123 liaisons, 8 local support offices and 8 agency support offices. Monitors network systems/components status & directs repairs/modifications to ensure 24/7 operations while ensuring to provide reports to agency directors and executive officers. Reviews & enforces agency network policy compliance by directing cyber security defense measures and orders. Show less

Advisor, IT Operations Programs and Processes

• Jun 2017 - Jul 2017

Review/assess in place IT Operations Program practices for all weaknesses and pitfalls in order to provide insightful advice to implement new processes and bring programs quickly into compliance with agency standards.ACCOMPLISHMENTS: • Trained 2 technicians in the duties of managing IT Property in compliance with agency policy• Reformed 46 property accounts in 30 days, bolstering audit compliance from 5 to 32 accounts• Corrected hand-radio program, 72 disposed/192 accounted for/43 repaired; resolved 5-year deficiency and restored program to a 97% compliance rating• Renewed $5.3M IT Asset Management program w/33 accounts, found 235 lost assets worth $174K; redesigned continuity/file directory, deleted 178 docs & migrated 327 records; 8-year deficiency now 90% compliant and lauded for excellence by 2 senior executives• Consolidated $1.5M assets, tools & materials from 5 locations to 2, updated inventory records and implemented accountability procedures• Compiled $1.5M solution for tools, assets and materials; remediating IT support shortfalls Show less

Manager, IT Systems Analysis

• Jan 2017 - Jul 2017

Oversaw workcenter operations, administration and training/supervision of 11 technicians implement network system maintenance supporting 4K users ensuring 24/7 operations. Performed as senior technician for system modifications, repairs and updates as well to conduct install of security patches, upgrades and software on computer systems. Implements cyber security defense measures and orders in compliance with agency network policy. Lead for executive IT support for over 900 transient directors and executives, enforcing 24/7 response.ACCOMPLISHMENTS:• Completed 2,300 work orders/26 projects/13 office moves, deployed 634 computers, 2300ft Ethernet and 38 VoIP phones with seamless transitions completed in less than 48hrs each garnering Squadron “Team of the Month” Award Show less

Supervisor, IT Operations Center

• Jan 2016 - Jan 2017

Oversaw workcenter operations and training of 3 technicians providing IT Operations oversight of incident workflow as coordinators between 123 liaisons, 8 local support offices and 8 agency support offices. Monitors network systems/components status & directs repairs/modifications to enable 24/7 operations while ensuring to provide reports to agency directors and executive officers. Reviews & enforces agency network policy compliance by directing cyber security defense measures and orders.

Supervior, Executive IT Systems Analysis

• Jul 2015 - Jan 2016

Oversaw workcenter operations, administration and training/supervision of 2 technicians implement network system maintenance supporting 4K users ensuring 24/7 operations. Performed as senior technician for system modifications, repairs and updates as well to conduct install of security patches, upgrades and software on computer systems. Implements cyber security defense measures and orders in compliance with agency network policy. Lead for executive IT support for over 900 transient directors and executives, enforcing 24/7 response.ACCOMPLISHMENTS:• Led install & maintenance of a $500K video teleconference system; facilitated 98%+ up-time for sessions between global access points, primarily in the Middle East & US; lauded by 2 executives• Deployed 17 iPhones in the agency’s first network integrated configuration in just 4 days; end-point tester for configuration changes & updates, providing feedback & troubleshooting Show less

Manager, IT Property Management

• Oct 2014 - Jul 2015

Oversaw workcenter operations/administration and training/supervision of 9 technicians operating as case managers for 130+ accounts tracking 18K assets supporting 5K users. Directed review of requisition requests, inbound/outbound shipments/pickups, daily inventory and implementation of cyber security defense measures for all initialized computer systems.ACCOMPLISHMENTS:• Implemented $1.2M computer update project, initializing/fielding 623 systems and turning in 2,600 systems, contributing to $6B recoup• Incorporated 5 new transaction forms, 3 new processes and briefed procedures at 9 classes• Engineered 8 SharePoint sites & 12 SharePoint databases to consolidate resources; eliminated 40% paper docs by converting 4K IT asset files to e-storage & purging 1K files/400 folders Show less

Supervisor, IT Systems Analysis

• Apr 2014 - Oct 2014

Oversaw workcenter operations, administration and training/supervision of 2 technicians implement network system maintenance supporting 4.2K users ensuring 24/7 operations. Performed as senior technician for system modifications, repairs and updates as well to conduct install of security patches, upgrades and software on computer systems. Implements cyber security defense measures and orders in compliance with agency network policy. Lead for executive IT support, executives include Deborah Lee James (SECAF at this time).ACCOMPLISHMENTS:• Directed unit crisis center, contacting 112 personnel in 30 min, crushing 90 min agency standard• Led patriot battery facility upgrade; set up 12 systems in 6 hours sustaining real-time air defense Show less

Supervisor, IT Property Management

• Aug 2011 - Apr 2014

Oversaw operations and training of 5 technicians operating as case managers for 130+ accounts tracking 18K assets supporting 5K users. Directed review of requisition requests, inbound/outbound shipments/pickups, daily inventory and implementation of cyber security defense measures for all initialized computer systems.ACCOMPLISHMENTS:• Reviewed/approved 271 purchase requests containing 4,716 line items worth $1.6M• Lead Self-Aid Buddy-Care instructor for 6 classes; trained 32 students in first-aid response, 100% pass-rate; applied techniques to save 5 year-olds life, lauded by 7 senior executives• Conducted 3 audits, verified software 49 PCs/inventory obtained; ensured compliance w/ AF standard• Coordinated escort of project team enabling campus upgrade of 156 facilities; secured $8.8M project Show less

Coordinator, IT Operations

• Jun 2010 - Aug 2011

Oversees distribution of work-orders to all 14 IT production work-centers, reviews PMI schedules and ensures compliance by responsible office/technicians. Briefs executives daily on network maintenance and operations status. Directs security patches, data analysis reports and authorized network service interruptions.ACCOMPLISHMENTS:• Developed training for new Classified email protocols used agency-wide; educated 6K+ personnel• Superb public speaker & spokesman; briefed & demonstrated the capabilities of the new Cisco Solar Winds network monitoring system to executive leadership; lauded/awarded a one-day pass Show less

Technician, IT Systems Analysis

• Oct 2009 - Jun 2010

Interfaces with agency users to provide client systems support. Monitors network training compliance and access requests. Provides computer system and network guidance/maintenance to support agency mission. Responds remote and on-site for computer hardware/software issues. Ensures agency regulations compliance for all computer configurations of over 3.4K IT assets.ACCOMPLISHMENTS: • Key member of $2M computer upgrade team; replaced 3K systems; the largest upgrade in 3 years• Lead tech for major office moves; relocated 2 key departments in 8 hours, 25 PCs/phones setup• Setup stand-alone Windows XP network with 8 PC, 2 Switch, 2 Printer, 4 phones & 2 credit card machines to support semiannual Bazaar; operations generated $12K over 2 days Show less

Technician, Radio Frequency Transmissions

• Jun 2009 - Oct 2009

Maintains 45 fixed and tactical radio systems valued at $15M supporting 24/7 US & NATO operations. Performs preventative maintenance on agency radios, submits reports on findings, requisitions parts as needed to conduct reparations. Provides (Motorola) short-wave radio support to 5 cities as well as trunking system support. ACCOMPLISHMENTS:• Sustained calibration of Testing & Diagnostic Equipment, inspection revealed zero discrepancies

Technician, Third Country National Security

• Jan 2009 - Jun 2009

ACCOMPLISHMENTS: • Escorted 110 Iraqi foremen, working a $240M airfield expansion project resulting in a 50% increase of aircraft mission support• Conducted local-worker escort, searched 130 personnel/540 vehicles/240 bags, seized five items• Qualified to shoot on airfield; aided bird-strike program supporting safe flying for $2.1B fleet

Technician, Radio Frequency Transmissions

• Aug 2008 - Jan 2009

Maintains 45 fixed and tactical radio systems valued at $15M supporting 24/7 US & NATO operations. Performs preventative maintenance on agency radios, submits reports on findings, requisitions parts as needed to conduct reparations. Provides (Motorola) short-wave radio support to 5 cities as well as trunking system support. ACCOMPLISHMENTS:• Troubleshot/Restored weapons storage alarm system, following outage; secured $387M munitions cache

Student, Radio Frequency Transmissions Technical Training

• Apr 2008 - Aug 2008

Learned fundamentals of troubleshooting, radio wave theory and system installation/break-down.

Student, Fundamental Electronics Technical Training

• Dec 2007 - Apr 2008

Learned components of electronics, reading circuit diagrams and electronics laws and theories

Trainee, USAF Enlisted Basic Training

• Oct 2007 - Dec 2007

ACCOMPLISHMENTS:• Learned expeditious task accomplishment, military decorum and attention to detail• Led 13 member drumline, taught rhythm for 3 songs performed at 3 Basic Graduation Ceremonies• Led 4 trainees to spiritual wellness site; enforced military decorum and customs & courtesies