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.
• 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.
• 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.
• 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.