Austin Walker Email & Phone Number

• Refined operational practices allowing for implementation of more effective change and configuration management strategies within the enterprise environment. • Designed and managed the implementation of a new ITSM structure for the enterprise consisting of more than 10 subordinate organizations allowing for centralized IT support and the discharge of all current ITSM contracts. • Built and managed the enterprise IT metrics reporting. This consisted of automating the data collection, refining the data modeling used, and building the initial visualizations for C-Suite oversight of IT resource utilization.• Established a new process for life-cycle management of documentation to ensure all information utilized by staff and customers is accurate and is not able to become deprecated.

• Managed the service Desk for the U.S. Army Training and Doctrine Command (TRADOC) Cloud Service Desk supporting global users accessing resources within the TRADOC Cloud Environment. • Oversaw the completion of an average of 400 monthly trouble tickets submitted to Service Desk by either personally fulfilling the request or assigning to tier 3 technicians within the team.• Managed the transition of the service desk platform from a SharePoint based ticketing system to a ServiceNow ITSM system to ensure proper implementation of ITIL standards.• Established of workflows for both service desk support and outage tracking and reporting.• Managed the successful corporate certification renewal for ISO 20000-1:2018

Tampa, Florida, United States

•Managed seven separate information networks across the Middle East Region to ensure reliable information exchange•Assist in-country local administrators with individual application instillation and troubleshooting to include remote troubleshooting of systems•Report individual site and complete network outages as well as advising local administrators on troubleshooting and steps required for restoration of outages

•Provided training for help desk technicians in system administration processes, procedures, and policy•Advised leadership on implementation and uses of current and new technical equipment into current and future operations by leveraging experience and expertise

•Designed and implemented the movement of the department into a new office building which included the physical office setup, users and workstations on 2 networks of separate domains and security levels, and the network infrastructure for the spaces; this allowed for the department to better integrate with other departments, while still fulfilling the primary functions.•Managed multiple computer networks users, computers, and software across three domains of differing security levels located in three separate physical locations.•Provided support to and functioned as a Special Security Representative involving personnel and clearance management, policy enforcement, and physical security all in accordance with Intelligence Community standards.

•Taught basic IT and communications systems administration across multiple disciplines (Servers, Networking, Security, End User Support, Satellite Communications, etc.)•Managed the upgrade of the Basic Systems Administration training to new training standards with more current, accepted software and practices; this also included tailored instruction to allow for greater retention of information regardless of the trainer.•Advised on the upgrading of the Basic System Administration training standards as well as the more advanced System Administration Management standards and functions.•Redesigned and upgraded the training network infrastructure to include the network and server architecture which allowed for better implementation of material and practical applications of the lessons being taught.

•2015 AFCEA Copernicus Award for innovation of communications infrastructure installation.•Created and provided input on multiple communications plans for the most efficient and expeditious implementation of communications equipment and infrastructure.•Handled IT related service calls for end-user support.•Transitioned to managing and overseeing multiple technicians in end-user support which included scheduling, service ticket management, and follow-up resolution tracking.•Worked with a team to develop and enforce numerous policies and directives for information system practices and procedures.