Aaron Baca Email & Phone Number

Albuquerque, New Mexico Area

- Partnering with multiple management teams to hire, train, coach, mentor, and manage 47+ IT employees that support classified, and unclassified projects and services, in direct support of matters of national security.- Filling over 20 IT positions within first year as Delivery/Hiring Manager.- Engaging accord and productivity for troubled teams and employees.- Establishing solid working relationships across management teams, with employees, and contractors, - Implementing new processes, and procedures; while assisting in resolution of complex project, technical, and HR issues.- Managing IT professional training/travel budgets, and requests.- Delivering services according to Service Level Agreements (SLA) and other contractual obligations.- Action and accountability for both employee and management escalations, and assist in resolving issues satisfactory to the customer, with lessons learned and process improvements.- Promoting a culture of service management excellence and continuous improvement, as well as adherence to all policies, procedures and guidelines.- Working with employees to document SMART Goals, Performance Reviews and Merit Achievements.- Developing a deeper understanding of the customer’s business needs and technology strategy with input for improving delivery approach. - Building collaborative and working relationships across technical teams to promote efficiency in delivery and project success.- Composed Customer Service Training skits, and provided Customer Service training to employees. - Worked with Sr. SAIC VP Executives, and National Labs customers, to assist in provisioning Tech-Days Presentations to address pertinent technology solutions in needed areas. - Acquired DevOps Foundation Certification from the DevOps Institute, as well as ITIL version 4 Certification.

Albuquerque, New Mexico Area

- Supervised two enterprise IT server teams, and related services, with the highest degree of professional standards, collaboration, teamwork, and success; supporting ITIL SLAs (Service Level Agreements), and Projects, from inception to closure; identifying and mitigating project risks; strategically allocating resources; managing teams; and delegating tasks to achieve on-time, on-budget delivery of projects, with customer satisfaction.- Enabled mission success by working with National Laboratory Service Managers, SAIC Delivery Managers, and other Members of the Workforce to:1. assist in interviews and hiring processes 2. assign employees for success and best fit task, project of job assignment 3. provide excellent customer service while building solid working relationships4. effectively collaborate with IT and other professionals across the enterprise5. provide excellent customer service6. provide continual service improvements 7. interpret and teach the technical domain, and dependencies, to assist others in completing tasks8. serve as the team technical, operational escalation point, and intermediary to management9. removing obstacles that hinder projects and employee performance10. help resolve sensitive HR employee issues11. resolve tight project deadline challenges, as well as technical and customer service challenges

I Manage three University Enterprise IT services, and a team of nine IT employees. Services include:1) Enterprise Student Faculty/Course Evaluation Service, using R for Data Wrangling, see: http://coursefeedback.unm.edu; 2) Enterprise Web-based survey tool, using Opinio, HTML and Java for extensibility, see: http://esurveyinfo.unm.edu; 3) Test Scoring services - using Scantron Inc. solutions, and SAS for Item Analysis, see: http://loboscore.unm.edu. - Inherited a gutted IT service dept. – with two out of ten IT employees left. Took on the job of seven former technical employees, plus one manager, generating multiple approved business-cases to properly staff Enterprise services, according to growth, capacity planning and usage Metrics.- Conduct ongoing Market Analysis for comparable applications to justify present state.- Initiate, manage, and complete technical projects to provision Web-based-Online Faculty/Course evaluation services, Hardware Upgrades, Test Scoring services, and thousands of eSurvey projects with data analysis for University Presidents, VPs, Deans, Directors, Provosts, and many other University clients at all levels. - Design, develop, implement, and maintain online documentation, KnowledgeBase articles, internal Help Desk triage's, and Websites for all three services using a wide variety of technologies. - Provision for entire University: Enterprise survey support, to include survey/application: training, design, development, modifications, testing, debugging, form design, marketing, mass mailings, elections, methodologies, IRB guidelines, ethics, language extensibility, data analysis, developer accounts, with Application Lifecycle management.- Based on customer needs/requests – worked with vendor to push the boundaries of technology by incorporating multiple application enhancements/improvements/plugins and custom code.Too much to list here. Please click on Resume link below for complete job description...Thanks!

- Accepted job offered, during re-organization, to work with a special team selected to design and implement a new IT consulting service for UNM, which provided formal project intake, initiation and analysis services for complex IT requests. - Successfully implemented PM service by hiring and training other Technical Project Managers; formally addressing and resolving hundreds of complex IT requests, and projects, while also proposing, designing and publishing first ever formal project management procedures, templates and processes for the University IT department. E.g., assigned rescue for complex, high profile, in crisis project involving multiple depts. – utilizing best PMI practices, technical expertise, expert coordination, persistence, and communication, as well as long hours to complete the project on budget, on time, with minimal resource allocation, and with customer satisfaction, and all with little authority and primary responsibility for project success! - Acquired two years of PM classes and obtained three Project Management Certifications: PMMC (Project Management Master Certification), PMISC (Project Management Information Systems Certification), and PMPC (Project Management Practitioners Certification), plus ITIL training/Certificate.

- Successfully lead, and trained, University departments using evolving and innovative technologies focused on centralized PC management, saving UNM thousands of man-hours each year. E.g. I began cloning public PCs before imaging technology was invented. Once imaging technology hit the market, I introduced it to UNM by inviting the first advertised vendor, DriveImage, to present on campus. First at UNM to implement and successfully utilize LANDesk. - Designed and maintained incredibly robust and reliable Public PCs and file servers; provided system support for 450+ PCs, as well as Novell and Windows file servers. - Initiated, proposed, and led project to select/implement/publish, UNM's first, wireless product standards and wireless support. - Initiated, designed, and developed, first ever, wireless support triage, documentation, and support materials for the IT Help Desk and Communications group. - Provided University support/consulting for a wide variety of IT technologies. - Participated as a team member with campus-wide work group to develop and publish the first University NDS and Windows AD standards. - Hired, trained and led an elite group of student consultants that assisted in the support of public classroom technologies.

- Transformed a technically unfriendly Help Desk environment, for both customers and employees, to a pleasant, consistent, customer, and tech-friendly Help Desk. - Provided technical support to University clientele on all aspects of UNM computing platforms, network, and applications. - Hired, trained, and supervised Help Desk Students, Staff, and Supervisors. - Coordinated all aspects of support, including technical documentation, phone lines, data tracking, equipment procurement, and peripherals. - Proposed and implemented new tiered student positions for career growth and retention, and also recommended, for stability, the same for FTE Help Desk coordinator positions. The Help Desk Manager later implemented these recommendations.

- Application development using Progress 4GL, along with Xponent, a full life cycle object oriented application generator. - Developed, maintained and modified extremely large financial and accounting programs for UPS and other large world-wide corporate customers using software engineering principles. - Designed and developed database extracts and reports based on customer specifications.

- Student Co-op position for 2 semesters - For AFB Dept. of Personnel: analyzed application requirements, then developed database applications using formal Software Engineering practices, Report Designer, and dBaseIII+. - Developed HR tracking applications. - Upon graduation was offered a full-time position.