Christopher Lee Email & Phone Number

Woodbridge, Virginia, United States

• Manages cradle-to-grave lifecycle management of Azure workgroup and Databrick access for the Department of Veterans Affairs (VA) via Power BI Basecamp and Microsoft Identity Manager. • Conducts discovery meetings to identify business objectives, core processes and workflows, and customer needs.• Utilizes metrics, customer feedback, and direct experience to help identify new processes, capabilities, and resources needed to better engage and enable the VA Data and Analytics’ customers.• Leverages ITIL, SAFe, Kanban, Scrum, Waterfall, PMBOK skills to lead multiple concurrent, time-bound customer engagements. Ensure resource availability and allocation to deliver all projects on time and within scope and budget. •Monitors customer questions, works internally to find the answers, documents frequently asked questions, creating a knowledge base and known error database for swifter problem remediation and customer follow-up. • Facilitates customer enhancement requests, ensuring customers submit formal requests, works with leadership to obtain decisions on approvals, and drives internal and external scoping talks in support of requested enhancements.• Partnered with VA customers, and stakeholders to define and maintain IT SLAs and OLAs, including incident response, problem resolution, and service request fulfillment, to meet business needs and optimize Azure availability.•Leads daily Scrum meetings and reports on the progress of all associated tasks to the appropriate stakeholders.•Advises project teams, and customers, on strategic, operational, and tactical solutions to remove project barriers. •Ensures resource availability and allocation, and that all projects are delivered on time, within scope and budget.

Yukon, Oklahoma, United States

• Small Business Owner of a Brick-and-Mortar Sports Memorabilia and Fan Shop. Solely responsible for Vendor Management, Accounting, bookkeeping, hiring, training, and all other business functions.

Oklahoma City, Oklahoma, United States

•Supervised the day-to-day strategic, operational, and tactical execution of company IT processes, including performance management, implementation planning, process evolution, and metric reporting development. •Led Service Desk, Systems Engineering, and Systems Admin teams to exceed Service Delivery expectations. •Maintained computer operations, network, data center, and telephone capabilities by leading internal and external resources. Employed Jira, SolarWinds, NetSuite, Salesforce, Power BI, Azure, AWS, Cadence, GitHub, and HubTran. •Managed the procurement of IT-related purchases, and recommended infrastructure improvements, as well as development, enactment, and enforcement of operational policies and procedures to meet operational objectives. •Ensured systems in the scope of Disaster Recovery aligned with the requirements of the Business Continuity Plan and that all staff participated in regular tests. Conducts inspections of IT systems to ensure efficient performance. • Managed a litany of projects with internal and external dependencies, moderate to large scope, risk of moderate severity & impact, and cross-functional integration such as software releases, server upgrades, and version changes.• Facilitated Change Management process policies, procedures, and documentation via weekly CAB meetings. Ensured end-to-end Quality Checks and testing before release to production environments. • Designed and implemented Infrastructure & Operations best practices and drove continuous improvement across the IT organization. Ensured that operational requirements, life cycle, and patch management were properly implemented. Supervised development life cycle, cybersecurity, and project management processes. •Designed ITIL-based Incident Management, Change Management, Release, and Problem Management processes. •Cultivated Incident Management process for P0 through P4 incidents consistent with Gartner and ITIL Best Practices.

Tinker Air Force Base, Oklahoma

• Chief of the Client Services Branch serving as Supervisor for 13 FTEs. Supporting 29K end users via Non-Classified Internet Protocol Router Network (NIPRNET), and 3K Secret Internet Protocol Router Network (SIPRNET) users.• Responsible for five Functional Areas including the Communication Focal Point (CFP), Vulnerability Management (VM), Change Management (CM), Dedicated Client Service Techs, and Executive Communications. • Maintains charge of $64M Help Desk contract. Exercises oversight of 80 CTRs providing Tier 1, Tier 2, Tier 3, and Executive Communications support to Tinker Air Force Base. Deploys BMC Remedy and AFNET Remedy to remediate Incident and Change Request. Process over 7K tickets per month enabling seamless 24/7 Operational Readiness for high-profile Air Force organizations.• Attends monthly status reporting meetings to analyze First Response Service Center performance versus contract SLAs and metrics to ID pitfalls in service execution, areas of improvement, and recognize superior performance. • Steers The 72 ABW/CFP. Empowers warfighting Commanders and SES Leadership with daily operation briefings, including support of voice and data network systems, such as routers, switches, servers, key systems and desktop systems, radio systems, video and all other communications equipment and systems while maintaining performance indicator visibility in one central location.• Leverages the CFP for interagency and cross functional collaboration. Extrapolates data, performs analytics, diagnostics, and daily status reporting. Provides the heartbeat for Info and Communications strategic mission across Tinker Air Force base. • Manages the execution of Vulnerability Management Team. Oversees the scanning of DoD machines using Defense Information Systems Agency (DISA) Assured Compliance Assessment Solution (ACAS) scans.

Oklahoma City, Oklahoma, United States

• Developed and implemented processes and procedures to ensure that NTT Data Services delivered Field Services support within specified Service Level Agreements (SLAs) and contractual obligations for 120 Oklahoma Office of Management and Enterprise Services (OMES) agencies.• Supported the strategic initiatives set forth by the NTT DATA and OMES Executive Teams for high-profile agencies such as, the Office of the Governor, Oklahoma Highway Patrol, as well as Departments of Corrections, Human Services, Veterans Affairs, and Public Safety.• Direct supervision of 100 Field Service technicians, and Team Leads providing Device as a Service (DaaS) to support over 31K PCs within 120 State and Federal agencies dispersed in 77 counties throughout Oklahoma. • Responsibilities included, but were not limited to: interviewing, hiring and training employees; planning, assigning and directing work; coaching, counseling, appraising and rewarding performance; addressing complaints, job descriptions, setting employee Specific, Measurable, Attainable, Relevant, Time-Bound (SMART) goals, and resolving problems. • Sustained stellar cross-functional and inter-agency communication during a Global Pandemic. Hosted Program Management Bridge calls with stakeholders, and 3rd Party Vendors for major incidents. Ensured that the respective SMEs from the team engaged, mitigated issues/delivered Service Requests within SLA timetables.• Served as LogMeIn SME; armed Field Services techs with an additional Remote Admin Tool, that partnered with Bomgar empowered OMES agencies with full-time telework capability and Continuity of Operations during COVID-19. • Integral in the purchasing, delivery, installation, and utilization of Intelligent Vending Machines (IVM) Lockers. Strategically placed Lockers at high traffic customer hubs throughout the state, empowering customers with disabled PCs to perform a loaner machine swap while primary machine was being troubleshot, averting work stoppages.

Oklahoma City, Oklahoma, United States

• Managed Tier-2 infrastructure, and hardware/software support, for DOT and other diverse government stakeholders nationwide, in addition to, advising executives on the business impact of changes to existing systems and applications. • Supervised lifecycle management, PC operations, and sustainment, for 4K laptops, supporting over 5k customers, as well as, overseeing the licensing of over 800 approved software products. • Engaged in Technical Review Boards and Change Advisory Boards to manage the strategy, implementation, support, and software/hardware optimization for IT operations, business processes, resiliency, security, and data integrity. • Calculated annual budget forecasting and execution in a federal fee-for-service financial structure to include capital planning and PC lifecycle management for Customer Support Center Division consistent with total cost of ownership principles, in addition to KPIs, guidelines and policies for an FAA franchised organization.• Applied a comprehensive budgeting, human resource, administrative polices, and organizational objectives to create, negotiate and administer customer agreements ensuring full cost recovery for all services performed. • Skilled IT project manager including waterfall, scrum, agile, ITSM, ITIL, ISO, SDLC, and DevOps methodologies; manages day-to-day operational aspects of IT Infrastructure projects and their scope during the high-profile implementations of Internet Explorer 11, Windows 10, Office 2016 and Viewfinity across the Enterprise Service Center. • Drove the daily tactical, operational and strategic execution of the Enterprise Service Center’s (ESC) eclectic service portfolio, including McAfee Endpoint Encryption, Windows Server Update Services, Remote Administration, and Process Automation across all FAA lines of business, and staff offices in an enterprise environment.

Oklahoma City, Oklahoma, United States

• Applied FISMA, National Institute of Standards and Technology (NIST), and Federal Information Processing Standards (FIPS) policies for U.S Department of Transportation (DOT) networks, enabled systems to be re-certified. • Maintained system Certification and Accreditation packages; utilized NIST 800-34, 800-37, 800-53, 800-53a and FIPS 199, 200 principles to pinpoint hardware, operating system, and architecture vulnerabilities on DOT networks. • Utilized operating systems and LAN/WAN skills along with understanding of Internet Protocols such as TCP, SSH, HTTP and SSL to identify network server hardware, and COTS risks and deployed measures with system administrators, scan team and network engineers to rectify threats for over 1,000 Windows-based, Unix-based and Linux-based physical and virtual servers, as well as databases such as Oracle and MS-SQL.• Partnered with ISSOs to maintain system Certification and Accreditation packages. Applied NIST 800-34, 800-37, 800-53, 800-53a and FIPS 199, 200 to pinpoint network hardware, operating system, and architecture vulnerabilities; managed and controlled changes to systems while assessing the security impact of those changes, enabling DOT systems to be re-certified.• Coordinated Remedy trouble tickets with system administrators, and scan team members. Partnered with assessors, system administrators, and scan team personnel. Retrieved artifacts such as vulnerability scans and patch management updates for item mitigation and followed up with FAA Team Leads to ensure swift remediation of tasks.

Various Duty Assignments

• Led 24-member 24/7 Emergency Action Message (EAMs) and Force Direction Message (FDMs) processing section, providing up to the minute strategic Nuclear Command and Control communications for nuclear forces worldwide, in addition served as a technical analyst and primary customer liaison with responsibility for resolving difficult Tier -1 customer problems. • Implemented Windows 8 upgrades on $680 million network operations center (NOC), managed 133 circuits disbursed to 233 global sites/call centers supporting nuclear forces, avoiding network downtime and loss of classified processing. • Briefed C-level management, Senior Executive Service, Joint Chiefs of Staff, DoD senior leaders, and IT subject matter experts on the status of information technology systems, projects, or daily operations. Reported weekly network status, which included circuit downtime, root cause analysis, and fix actions.• Managed 6 first line supervisors, and 24 total subordinates across 3 shifts. Identified mission objectives, and assigned tasks, as well as, monitored and evaluated performance for annual reviews, and staff member development.• Directed Saudi Arabian Armed Forces air defense system secure communications directorates, empowered Saudi government with 24/7 ballistic missile defense capabilities against international terrorist threats, served as the senior technical advisor; supported National Security Agency (NSA), U.S State Department, and Kingdom of Saudi Araba Ministry of Defense Agency mission objectives. • Enforced IT compliance with NSA directives safeguarding classified material, computer ops, wireless, and tactical encryption technologies solidifying U.S/Saudi diplomatic relations while, sustaining open lines of communication with C-Level leadership such as, General Officers, Foreign dignitaries from 6 countries, and third-party vendor leaders.

M.A, Information Technology Management

B.S, Security Management

Associate'S Degree, Information Systems Technology