Serves as Enterprise Service Desk (ESD) Incident Manager. Exercised operational control over 34 First Line Support Analysts (FLSA). Performed both functional and hierarchical escalation as appropriate. Coached FLSAs ensuring they performed in accordance with the Incident Management process. Providing computer and telephony support to over 40,000 soldiers and civilians in Europe. Maintains continuous awareness over the state of the enterprise network. Upon identification of a network disruption, assesses the extent and operational impact of the disruption and initiates service restoral actions. Provided training to all theater IT Support on the ESD Incident Management Process. Provided multiple training sessions to FLSAs over a variety of subjects to include elevation in Windows 10, alternative remote control methods and Quarantine. Provided a forum to field questions and concerns regarding the ESD. The training was well-received by leadership theater-wide and has been requested to be continued.Performed Quality Control checks to ensure that incidents were being properly annotated and categorized. Made on the spot corrections to ensure the standard was met.Responsible for first call resolution of Automated Data Processing (ADP) equipment, consisting of desktop PCs, software and associated peripheral equipment for daily 24 x 7 operations for USAREUR/AFRICOM consolidated help desk operations. Responds to inbound trouble calls or 119 Online and NETOPS support system (NSS) trouble tickets, determine scope of problem, conducts triage and perform remote desktop sessions using available remote tools to remotely diagnose and analyze hardware/software problems prior to referring incident to unit IMOs to perform touch labor.Maintains a high level of customer / user support for Active Directory (AD), Exchange / Outlook email, CAC/PKI, Mobile devices, Virtual Private Network (VPN) and other account management support.

Developed operational Course of Action recommendations for the AFCYBER Commander and interfaced with other DoD services and Government agencies. Provided support to National priorities, threat analysis methodologies, target planning, and current engagements on the network. Recommended DoD Information Network Defensive and Offensive Operation actions supporting multiple commands and theaters. Provided expert knowledge and understanding of the Joint Operations Planning and Execution System (JOPES) and Joint Air Estimate Process (JAEP) planning process. Developed robust cyberspace strategies at the strategic, operational, and tactical levels; influencing Air Force cyberspace policy; informing senior leaders of emerging cyberspace trends; and planning defensive cyberspace operations involving AF networks and forces. Planned and presented written courses of action to the AFCYBER Commander, as appropriate, decision making and recommendations for execution; to include, but not limited to, Computer Network Defense Response Actions and Offensive Network Technologies options in support of USSTRATCOM, Air Force Space Command, as well as other service headquarters and combatant commands.Maintained an up-to-date awareness of technological advances in internet technologies. Related this information on how the advances could be utilized for defensive/offensive cyber operations. Enhanced sharing of intelligence information with inter-agency and foreign partners, ensuring compliance with applicable regulations, policies, and laws including ITAR as well as DoD instructions.

Executed the operation and maintenance of the Air Force Network Operations IT Service Desk. Oversaw incident management of $21B network supporting 850K users at 227 locations globally. Managed 43 mandated program integrating current policies and procedures ensuring mission compliance & readiness. Administered programs affecting recognition, discipline, and morale.Strategic Vision: Coordinated the efforts to establish Standard Operating Procedures with four geographically separated service centers by managing a multi-facetted team of technicians and contractors to establish new enterprise wide IT operation. Ensured that 850K customers received quality customer service consistently regardless of location handling the service request.Customer Needs Analysis: Chaired daily forum for Operations Controllers to discuss trending request by utilizingTELCON and virtual collaborative environment to hold daily meetings of Operations Controllers at four locations to discuss how to address enterprise network request for 850K member network.System Development: Developed Network Attached Storage solution for $3.1M call management server by sending request for bids and selecting vendor based on capability, scalability, and life-cycle Return on Investment. Enabled the recording of 30K+ service calls monthly for training and quality assurance reviews.Quality Management: Led organizations compliance initiative by reviewing 36 programs, 57 item checklist, identified and fixed 42 critical compliance deviancies. Surpassed the standards set by Air Force Space Command.

Strengthened compliance and readiness by conducting Operational Readiness, Unit Compliance and Nuclear Operation Readiness inspections. Inspected and provided guidance to 117 units and 132,000+ personnel worldwide. Briefed Executives, and other Key Senior Leadership on inspection results and trends.Project Management: Directed large cross-functional audit and inspection teams of 70+ personnel by developing, directing, and carrying out policies relating to communications. Achieved compliance with standards and operational readiness of 132K personnel and evaluated $460M in equipment as well as identified strengths, weaknesses, best practices, and fraud.Executive Communications: Delivered out-brief of inspections results by collaborating with inspectors from each functional area to develop script and multimedia presentation, gathering input of how the organization completed their inspection. Effectively addressed executives and 2000+ member audience of the inspection results.Process Design and Automation: Identified all processes required to schedule and manage a 270 personnel inspection team by creating a SharePoint system to collect all necessary personnel and logistics requirements. Results: Reduced duplications in processes by collecting inspector information once and being able to update and present based on need. Identified inspector availability and associated logistical cost saving $100K & 100+ Man-hours Annually.

Directly controlled over $2.6M in equipment for 13,500 worldwide users at 82 support locations. Coordinated the interoperability between and legacy Command and Control information processing systems. Managied 10 personnel responsible for system security, wide area network management, database analysis, and upgrades of software/hardware.Troubleshooting: Troubleshot connectivity between Joint Automated Deep Operations Coordination System, Global Command and Control System, and national radar systems by utilizing advanced knowledge of systems interfaces and network infrastructure to diagnose faulty network configurations. Results: Restored service vital to the Combined Air Operations Center and increased data accuracy by 92%.Field Installation Management: Led server consolidation project by centralizing Air Mobility Command’s flight scheduling systems from 20 separated server suites to 5 centrally managed sites. Results: Saved the Air Force $7M and maintained 100% system availability for 13,500 users at 72 locations globally.

Oversaw the operation, maintenance and repair of $17M worth of deployable communications systems. Headed the installation of High Frequency Radios, Satellite Communications, and LAN equipment providing communications for deployed Command and Control in direct support of world-wide airlift commitments.Best Practice: Engineered deployable INMARSAT satellite communications data link by leveraging new satellite data services enabling deployable IT systems reach-back capability to servers in the states. Results: New capability saved the Air Force $4.5M annually for each system deployed.

Supervising the processing of Defense Special Security Communications System (DSSCS) and time sensitive CRITIC message traffic. Managed the CRITICOMs Communication Security (COMSEC) Program, responsible for training, inventory, ordering, and maintenance of all material, logs, and records.

Planned COMSEC support for the Combat Communications Group. Performing semiannual inspections and inventories of 3,000+ pieces of COMSEC material ensuring users are operating within specified National Security Directives. Conducted user training classes providing guidance and technical information on COMSEC matters.