Embedded Operations IT specialist with privileged-level access (SCIP certified), supporting several groups under US Army PEO IEW&S. They include:PD-Aerostats and TS-BMD at Aberdeen Proving Ground. Provide all IT technical support. Subject Matter Expert for Win10, MS Office applications, MS-A365 and PKI/PKE. Organize and manage all office technical assets. Perform the following appointed duties: TSCO (Telephone System Control Officer), WTSCO (Wireless Telephone System Control Officer), IMO (Information Management Officer) and IASO (Information Assurance Support Officer), DEPO Entitlement Manager for NIPR/SIPR Email accounts. Sharepoint administrator for PM-EOIR and Aerostats websites. Sharepoint Site Collection manager for PM-TS. Maintain logistical control over all office equipment. Recommend new technology to management based on current and future operational requirements. Provide asset control and life cycle management of office IT equipment. Leveraging System Administration credentials, provided by APG NEC under SCIP, perform remedial and proactive IT support to office users; bypassing the traditional wait time associated with helpdesk support.

Embedded IT Operations specialist with privileged-level access, supporting several groups under US Army PEO IEW&S. They include: PM-EOIR, PdM MaTIC and TS-BMD at Aberdeen Proving Ground. Provide all ADP technical support. Subject Matter Expert for Win7, MS Office applications and PKI/PKE. Organize and manage all office technical assets. Perform TSCO (Telephone System Control Officer), IMO (Information Management Officer) and IASO (Information Assurance Support Officer) duties. Sharepoint administrator for PM-EOIR and MaTIC websites. Maintain logistical control over all office equipment. Recommend new technology to management based on current and future operational requirements. Provide asset control and life cycle management of office IT equipment. Leveraging System Administration credentials provided by APG NEC, perform remedial support to office users; bypassing the traditional wait time associated with helpdesk support.

(Teleworked from Darlington, MD) Maintaining over 1000 enterprise-class systems, associated networks and peripherals, delivered expert technical system support to onsite field engineers and system administration support to clients by: Analyzing and evaluating system error, event and chassis logs to determine failing components or subsystems. Conducted comparative studies of system and device log files to determine likely failing components. Evaluated system software patches and subsystems comparing them against OEM requirements to determine software update necessity. Authored Technical Action Plan documentation for each case providing systematic repair procedures to field engineers in order replace failing components and or subsystems as well as validate the repair. All technical support was provided by variety of methods including: phone, email, remote connection and hands-on when required. Created testing and validation procedures to verify completed repairs of systems and peripherals. Managed logistics for contracted customers and partners. Performed in-depth technical analysis of system failures and prepared documentation for presentation to the management and technical staff of the client. Maintained electronic technical reference library used by the technical support engineering staff. -In addition to primary responsibilities, was a member of the WTI PM (Preventative Maintenance) team. Evaluated server hardware in advance of scheduled firmware updates by reviewing log files, chassis codes, date code revisions and software patches; resulting in minimized unscheduled downtime for servers during microcode updates. -Monitored and adjusted select onsite inventory levels and inventories based on Service Level Agreement (SLA) requirements resulting in more effective use of existing inventory and reducing meantime to repair.

Technologically sophisticated Service Manager with concurrent Field Service Engineering responsibilities utilizing extensive experience managing client relationships during the delivery of IT services to contracted clients. Directed customer support activities for a provider of alternate HP support technologies to private and Federal sector clients. Provided leadership to 5 Field Service Engineers in the delivery of new product installs as well as system troubleshooting. Partnered with clients to identify opportunities for improvements to existing processes and systems. Identified and established relationships with new clients. Served as the empowered decision maker for resolving issues and obstacles. Mentored and evaluated FSEs; provided career-pathing and skills development coaching.-Managed service delivery contracts valued in excess of $1 million annually. Ensured profitable operations for the Northeast Region.-Grew sales 14% during 2006 by expanding service delivery with existing clients and by establishing relationships with new clients.-Co-developed the FSE training matrix that evaluated competencies in a broad range of server technologies, peripherals, and applications. The resulting product produced a comprehensive list of FSE skills used as an evaluation reference guide to steer individual FSE training goals.-Authored and maintained CD-ROM-based technical body of knowledge. Ensured the accuracy and currency of support documentation for legacy and emerging systems. -Directly involved in responding to SOW requirements in Federal RFP and RFQ processes, resulting in a number of awards for business with various government agencies including the US Army, Trademark and Patent office, Walter Reed Army Medical Center and the US Naval Surface Weapons Center. -Developed and published a website for www.medipouch.com as a personal project.

Provided installation, configuration, system analysis and maintenance on a broad range of HP technologies: including servers, storage solutions, networks and peripherals. Supported more than 200 enterprise-class servers in HP-UX, MPEix and Windows environments. Monitored, evaluated and documented system hardware and software parameters and identified capabilities, limitations and issues. Documented and reported on results to program and system managers. Coordinated communication to an interdisciplinary team during installs, upgrades, and production outages. Conducted root cause and system failure analysis and provided documentation reporting on findings to responsible managers and system administrators. Assisted the sales team during pre and post-sales efforts serving as a technical subject matter expert. Provided logistics and acquisition management for local spares inventory by monitoring and adjusting stocking levels, researching and acquiring spares for new equipment and maintaining spares database. Developed testing and certification procedures for all inventory replenishments decreasing the incidence of DOA parts and improving customer satisfaction levels. Performed Preventative Maintenance in order to ensure operational effectiveness on servers and peripherals by utilizing complex testing and validation procedures. -Earned CE of the Year Award for exceptional service and responsiveness to customer needs.-Developed a reputation for exceptional troubleshooting skills, and ability to resolve complex challenges. Provided technical support to 20 FSEs throughout Datagate serving as subject matter expert on HP-PA servers and system administration techniques.-Provided technical expertise critical to the awarding of the CSC service contract resulting in a multi-year, multi-million dollar revenue stream to Datagate.-Developed and facilitated new product training seminars for the FSE staff improving troubleshooting effectiveness and enhancing product knowledge.

Provided hardware and software maintenance and account management to contracted customers of HP commercial computer systems, networks and all associated peripherals. Performed site preparation and power surveys in advance of system installation. Installed and configured commercial computer systems, networks and peripherals. Performed Preventative Maintenance in order to ensure operational effectiveness on servers and peripherals by using complex testing and validation procedures. These procedures typically required the use of Oscilloscopes, DVMs, specialized test equipment and software. Designated as a software-peaked CE tasked with updating and patching MPE and MPE-ix systems. Assisted technical support organization by performing detailed operating system failure analysis using system memory dumps, error and event logs. Documented solutions to system failures and reported findings to team members and customer management. Instructed impact/line printer classes at HPs Rockville Training Center on several occasions.- Completed over 40 classes and seminars pertaining to professional development.- Developed several letter-writing software packages that improved the efficiency of CEs communicating with their assigned accounts.