Client Systems AdministratorMS Windows/Office AdministratorIT ConsultationTechnical Administrator

VoIP operation and install (Cisco, Avaya)Network Engineering (Cisco, Juniper)LAN/WAN Technician IT Project ManagementVideo Systems Network Technician

As Application Support Supervisor I was responsible for supervising day-to-day service levels of Application Support staff to meet or exceed contract service objectives with all the DoD military hospitals. The following are some of my core responsibilities: • Develop, lead, and motivate a team of Service Desk(Tier 1 and 2) professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction.• Ensure proper management of ACD, skill sets and Remedy queues.• Manage the Service Desk performance to exceed performance metrics and incentive goals.• Enforce adherence to Service Desk policies and procedures• Promote a positive team environment and seamless communication within the Service Desk.• Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.• Display and promote a professional sense of urgency.• Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.• Ensure self and staff compliance with all ITIL and functional processes and procedures.• Participate in metrics reviews. Seek out opportunities to continually improve service levels.• Prepare and maintain staffing plans and holiday/time-off schedules.• Manage contacts with customers, direct reports, peers, and independent vendors.• Participate in Incident auditing activities.• Ensure smooth transition of new/improved services to Svc Operation.• Coordinate with Training personnel to identify new/remedial App Support training needs.• Participate in the Management of Change• Work special projects as required

Leads and guides the efforts of 11 personnel for high demand major command protocol position. Manages the execution of protocol activities for command-wide policies and procedural guidance for the Commander/Deputy Commander, United States Air Forces in Europe – United States Air Forces Africa (U-A), the Commander/Vice Commander, 3rd Air Force – 17th Expeditionary Air Force, HQ U-A Directorates, Chief of Staff, Command Chief Master Sergeants, NAF Commanders, Wing Commanders. Manages the team on the planning, coordination and execution of all aspects of protocol support for conferences, events and ceremonies, as well as other social events for all government and civic leaders’ visits.

Led, guided, and mentored 9 member team ensuring uptime of unsecure and secure voice and data networks valued over $12M. Managed strategic level conferences communication support for over 700 distinguished visitors and their staff. Led $251,000 IT budget and kept 100% accountability of assets in 75 different locations.

Supervised and mentored 30 enlisted members and 6 civilian personnel to accomplish communication requirements for 24,000 customers across seven Major Commands and 41 partner units. Directed touch maintenance, troubleshooting, repairs and configurations for 9,000 base area network resources and assets. Evaluated ticket resolution rate data and defined problem and initiated corrective actions; briefed leadership on work order statuses. Directly supported 17,000 analog and digital phone assets including Meridian proprietary, VoIP, VoSIP and various analog instruments.

Managed information flow for Group Commander and Superintendent. Coordinated and monitored five squadrons (4,000 personnel) correspondence and taskings with the Wing. Administered 11 Mission Support Group (MSG) wide programs including Security Forces, Plans and Programs, Facility Programs, Civil Engineering Escort, and Self-Inspection. Directed administration for evaluations, decorations, awards and distribution between MSG and Wing agencies. Maintained system integrity for Air Force Portal, SharePoint and Records Management; ensured compliance with Air Force instructions. MSG Self-Inspection Program lead; opened, tracked and closed out Combined Unit Inspection write-ups.

Managed communication requirements for AF's largest combat with 22,000 customers, 26 partner units and five Major Commands. Directed maintenance production of nine squadron work centers. Validated status reports for $128M base multi-platform system. Processed 300 monthly preventive maintenance inspection reports, sustains airfield 99% up time supporting 9,200 annual sorties. Provided daily, weekly, monthly metrics on command and control systems by furnishing detailed reports with invaluable insight to senior leaders.

Deployed over 180 days in support of Operation Enduring Freedom. Led seven personnel, three networks and closed 4,000 trouble tickets. Validated Automated Service Interruptions, Communication Tasking Orders, and Communication Notices to Airmen which gave access to 3,100 users access to the network. Managed the coordination of communication packages to be removed from Iraq to other downrange locations.

Administered equipment status reports on $128M network systems including transmission, infrastructure, airfield, weather and radar systems. Processed monthly preventative maintenance inspection reports sustaining airfields 99% up time. Provided daily, weekly, and monthly metrics on key communication and control systems furnishing detailed reports and invaluable insight to senior leaders. Oversaw largest Land Mobile Radio program in PACAF. Implemented policy and guidance for 54 accounts and responsible for $2.3M radios and assets. Managed over 10,000 trouble tickets and regulates Squadrons workload. Provided first rate communication customer support to 22,000 personnel. Cyber Operations lead, upgraded 5,000 information technology systems to Windows 7, first in AF to finish project.

Military Personnel Exchange Program (MPEP) Information Technical Manager servicing over 100+ remote assigned Exchange Officers. LAN/VPN administrator ensured efficient use of network operating systems for 14 countries at 54 operating locations. Determined hardware and software requirements and provided written technical solutions for unique applications. Created and maintained user account profiles and workstation configurations ensuring security auditing and control. Flawlessly managed computer accounts, maintained 100% accountability of 90 items worth more than $126,000. Conducted quarterly Security Awareness Training, exceeding USAFE standards by earning "Outstanding" ratings. Setup 1st ever VPN connection for all 90 exchange officers to have e-mail and .mil access wherever host nation duty calls. Ordered, configured and distributed laptops valued over $100,000. Led communication support for yearly conferences with over 100 participants. Equipped customers with comprehensive web-based troubleshooting guide. .

Provided communications networking expertise. Ensured that all computer hardware and software function correctly at all times. Installed programs to troubleshoot and repair any problems that arise. Played a critical role ensuring access and control of the technology necessary to complete all of the Air Force missions.

Provided communications networking expertise. Ensured that all computer hardware and software function correctly at all times. Installed programs to troubleshoot and repair any problems that arise. Played a critical role ensuring access and control of the technology necessary to complete all of the Air Force missions.

Provided communications networking expertise. Ensured that all computer hardware and software function correctly at all times. Installed programs to troubleshoot and repair any problems that arise. Played a critical role ensuring access and control of the technology necessary to complete all of the Air Force missions.