Experience

Richland IT Department

• Service Desk Supervisor

  • Mar 2010 - Present

  City of Richland, WA • Oversees all reports and documentation related to desktop computing and end user support. • Develops and implements all functional policies and procedures, including those for desktop systems, standards, purchasing and service provisions; analyzes existing operations and makes recommendations for the improvement and growth of the desktop computing infrastructure and IT systems. • Manages the replacement, deployment, monitoring, maintenance, development, upgrade and support of IT… Show more • Oversees all reports and documentation related to desktop computing and end user support. • Develops and implements all functional policies and procedures, including those for desktop systems, standards, purchasing and service provisions; analyzes existing operations and makes recommendations for the improvement and growth of the desktop computing infrastructure and IT systems. • Manages the replacement, deployment, monitoring, maintenance, development, upgrade and support of IT systems, including PCs, desktop operating systems and associated hardware. • Manages IT desktop computing assets, including hardware, software, and equipment throughout the City; approves purchase of equipment and supplies in order to meet operational requirements of the business. • Oversees the provisioning of end-user services • Designs and enforces request handling and escalation policies and procedures. • Coordinates and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications; monitors and tests fixes to ensure problems have been adequately resolved. • Tracks and analyzes trends in Customer Service requests and generate statistical reports. • Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency; oversees the development and dissemination of help sheets, usage guides and FAQ lists for end users. • Oversees the development, implementation, and administration of help desk staff training procedures and policies.

• SE

  • Jan 2006 - Apr 2010

  • Research, Maintenance and development of in-house systems • Project development, planning and improvement processes (whole lifecycle) • SQL DBA/owner • Analysis, adaptation, and evaluation of potential systems • SCCM (SMS) admin responsible for all software, OS images, and structured inventory assessments • Develop code in SQL, Java script, Cold Fusion and HTML



Lockheed Martin Information Technology

• United States
• Facilities Services
• 1 - 100 Employee

• Software Eng

  • Aug 2004 - Dec 2005

  • Primary contact and developer to customer on 1000 plus user project. • Follow optimized CMM business processes that produced efficient work practices. • Generate detailed and consistent documentation. • Maintain software quality at Software Engineering Institute (SEI) standards Level 3 and Capability Maturity Model (CMMI) Level 3. • Assist in the design of excellent business processes and software applications for Lockheed Martin customers. • Developed code in Visual Basic… Show more • Primary contact and developer to customer on 1000 plus user project. • Follow optimized CMM business processes that produced efficient work practices. • Generate detailed and consistent documentation. • Maintain software quality at Software Engineering Institute (SEI) standards Level 3 and Capability Maturity Model (CMMI) Level 3. • Assist in the design of excellent business processes and software applications for Lockheed Martin customers. • Developed code in Visual Basic, Visual Basic .Net, SQL, Java script, Cold Fusion and HTML Show less



Orion Information Services

• IT Services and IT Consulting

• SE

  • Mar 2001 - Jan 2002

  • Assist in the creation of a 1st tier offshore development center. • Aid the installation and configuration of web portal project equipment for the CCN system. • Analyze and optimize built-in ASP scripting routines using Java, SQL, ASP, and DLL code. • Document the large legacy production system where no documentation existed, tested and updated inefficient DLL library from Visual C++ code, and optimized inefficient code. • Developed new ASP, Java, and SQL code to reduce… Show more • Assist in the creation of a 1st tier offshore development center. • Aid the installation and configuration of web portal project equipment for the CCN system. • Analyze and optimize built-in ASP scripting routines using Java, SQL, ASP, and DLL code. • Document the large legacy production system where no documentation existed, tested and updated inefficient DLL library from Visual C++ code, and optimized inefficient code. • Developed new ASP, Java, and SQL code to reduce operating costs and improved response time for customers utilizing the CCN system. • Developed code in SQL, ASP (Java, Visual Basic script), C++, Visual Basic, Crystal Reports 8 Show less

• SE

  • Jul 2000 - Mar 2001

  • Developing software for government business needs primarily utilizing SQL, Visual Basic, Visual Studio, and Crystal Reports. • Develop code for Paradox 4 databases. • Plan, develop, and convert older linear databases to SQL databases. • Develop innovative Visual Basic code that accurately presented the SQL data required by the customer. • Follow optimized CMM business processes that produced efficient work practices. • Generate detailed and consistent documentation. •… Show more • Developing software for government business needs primarily utilizing SQL, Visual Basic, Visual Studio, and Crystal Reports. • Develop code for Paradox 4 databases. • Plan, develop, and convert older linear databases to SQL databases. • Develop innovative Visual Basic code that accurately presented the SQL data required by the customer. • Follow optimized CMM business processes that produced efficient work practices. • Generate detailed and consistent documentation. • Maintain software quality at Software Engineering Institute (SEI) standards Level 3 and Capability Maturity Model (CMM) Level 4. • Assist in the design of excellent business processes and software applications for Lockheed Martin customers. • Developed code in Visual Basic, SQL, C++, Crystal Reports 7-8, MS Access, and Paradox Show less