• Leads operational support for a 24x7 Service Desk comprise of Tier 2-3 IT support technicians• Drives Operational task in sync with Engineering in direct support of organizational requirements• Participates as a voting member of all Technical Review Boards (TRB) and provide technical recommendations in support operational request• Coordinates refinement of Standard Operating Procedures (SOPs) and Operational Work Instructions (OWI) to ensure program meets established Service Level Agreements (SLAs)• Works closely with the EITSM Manager for handling service desk escalations by assessing the situation and devising a solution to the problem, which could include equipment replacement or repair• Coordinates vendor support for hardware/software for fielded equipment• Assists with effectively managing and staffing qualified personnel to perform all Performance Work Statement (PWS) and Statements of Work (SOW) for Peraton and subcontractor agreements• Manages labor forecasting for the Operations team to include staffing plans, hiring assistance, employment oversight, performance review, timesheet approval, training, and discipline of employees• Promotes system operational efficiency by standardizing management processes and automating them IAW with ITIL principles

Acts at Deputy Program Manager.Advises Program Manager on IT contract operations. Onboards all personnel. Trains, mentors, assists, checks staff to ensure contractual obligations are met. Uses MICT to ensure quality of operations.

IT Lead for CISF Computer Support on PAFB. Manages staff of Network Engineers, System Administrators, Cabling/Phone Experts, EMSEC/TEMPEST experts, Web programmers, and Help Desk Technicians in support of SMC/ECP and AFLCMC/HBQ customers. Handles purchasing, budget management, scheduling, ticket queue management, monthly reports to government, training of staff, problem resolution, script management, and many other responsibilities.

Windows and NetApp Server admin for 13+ servers (Server 2016, 2012, 2008) Backup Administrator for NDMP and Server backups to LTO tape.Manages Powershell script "toolbox" containing over 80+ scripts for Techs and Admins, having a major impact on efficiency.Deputy IT lead with years of leadership experienceHelp Desk Manager Certification and Call Center Manager Certification from HDI.

Security + Certified Systems Administrator who consistently maintains high availability and performance for 30+ serversAs part of Network Team, supports switching activities, port-security, and LAN drop activations

Security + Certified Systems Administrator for multiple networks; Consistently maintains high availability and performance for 20+ serversMS 70-290 (Managing and Maintaining a Microsoft Windows Server 2003 Environment) certifiedProvides direct Level II/III support, manages servers, backups, patching, temperature controlAs part of Network Team, supports switching activities, port-security, LAN drop activations

Cisco Hardware configurationGeneral Dynamics Taclane setup and maintenance

SAIC purchased bd Systems in September 2006Managed Classifed Help Desk Operations for AFSPC

Served in multiple capacities:Documention TechLead Help Desk TechnicianPKI Local Registration Authority