Terrence Ward Email & Phone Number

Washington D.C. Metro Area

Sr. Technical Lead and Operations Officer; responsible for developing various visual representations such as dashboards, web reports, web tools, spreadsheets, and databases designed to provide quantitative and qualitative analysis of human resource data; utilizing tools such as Microsoft SQL 2008 R2, Business Objects Web Intelligence XI 3.0, Business Objects Xcelsius Enterprise 2008, Microsoft Visual Studio (C#/Vb.net), JQuery, JavaScript and other web development tools. Perform duties as the server administrator for the MS SQL Server 2008 R2 instance. Write and troubleshoot all web reports utilizing C# and VB.net. Develop and quality check of queries developed using the Structured Query Language (SQL) to identify problems and potential data corruption. Utilize the Internet and other research sources to investigate and implement web development best practices. Use various analytical tools such as the Statistical Package for the Social Sciences (SPSS) to measure and evaluate data; and interpret results from hidden relationships in information contained within the database. Utilize statistical features of Microsoft Excel for trend analysis and data interpretation thus allowing for the anticipation of customer needs. Use various office automation tools to develop internal instructional/informational aids for use to standardize internal business practices.

Kabul, Afghanistan

Managed the daily operations of the Resolute Support Headquarters (RS HQ), Deputy Chief of Staff for Intelligence (DCOS INT), Knowledge Management and NATO Systems office. Responsible for overseeing a staff of 9 local personnel consisting of 1 Manager, 2 System Admins, 4 Knowledge Engineers, and 2 NATO employees. Additionally, was responsible for managing a US contract that covered my office plus 45 contractors at Fort Gordon, GA. Managed and resolved all customer service issues as they related to Knowledge Management and NATO IT service desk issues to include dealing with difficult customers and their complaints. Utilized Knowledge Management principles to anticipate the needs of the organization and provided guidance to senior leadership. Worked with System Admins to correct issues with current service levels and implemented processes to increase customer response times. Established a new yearly contract for personnel working from Fort Gordon, GA totaling over two million dollars. Ensured personnel had the tools and equipment needed to perform their duties as stated in the Statement of Work (SOW). Advised the Deputy Chief of Staff for Intelligence on daily status of key projects and issues that affected the organization. Planned and implemented various policies on SharePoint content and chaired the monthly Content Management Work Group (CMWG).

Network Operations Center (Noc), Hqda, Mark Center (Part-Time)

Sub-contracted to General Dynamics to provide Layer 2 and 3 support for the DoD Enterprise MPLS transport backbone network for various government organizations. Troubleshoot and maintain iBGP and eBGP peering. Troubleshoot and maintain per customer VRF routing throughout the DOD network. Design, implement and maintain network site to site VPN connectivity for newly obtained customer sites. Worked closely with client teams to install, operate, maintain, administer, document and manage local and wide area networks; monitor and maintain TenGigabit Ethernet backbone for local and remote management of network devices, analyze and resolve network outages and performance issues; utilize Remedy to create and track trouble tickets.

Head Quarters, Department Of The Army (Hqda) Pentagon

Sub-contracted to L3-Communications as part of an 18 person team supporting over 15,000 users; supporting the HQDA Service Desk located at the Pentagon. Providing primarily desktop support with very little phone support. Installed new desktops, laptops, and mobile handheld devices in accordance with the HQDA's lifecycle replacement schedule. Migrated all users to Windows Vista. Provided one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment. Performed PC troubleshooting to detect connectivity problems. Utilized basic knowledge of IT concepts such as TCP/IP, LAN/WAN networking to ensure systems were in compliance with management policies. Installed computer peripherals such as printers, fax machines, digital scanners, and plotters. Connected multiple computers using KVM switches and dual monitor configurations.

Reston, Va

Contracted to the Defense Intelligence Agency (DIA), performed PC troubleshooting to detect connectivity problems. Utilized basic knowledge of IT concepts such as TCP/IP, LAN/WAN networking to ensure systems were in compliance with management policies. Packaged end user systems for warehousing, storage, and shipment. Installed over 500 computers for network connectivity. Installed computer peripherals such as printers, fax machines, digital scanners, and plotters. Connected multiple computers using KVM switches and dual monitor configurations.

Qatar

Managed the daily operations of the service center to include 1) directing daily systems operations and maintenance support activities; 2) integration and fielding of new capabilities for customers, and 3) providing a secure information assurance posture throughout the Qatar, Kuwait, and Bahrain areas of responsibility. Managed the daily operations of all network systems (JWICS, NIPR, and SIPR) which supported the missions of the Integrated Logistics Activity-Doha (ILiAD), United States Central Command Forward Headquarters (CFH), Southeast Regional Service Center (SE RSC), and the Defense Intelligence Agency. Oversaw a 22 person staff of Information Technology personnel made up of government civilians, military, and contractors. Managed and resolved all customer service issues to include dealing with difficult customers and their complaints. Anticipated issues with current service levels and implemented processes to increase customer response times. Created an inventory database utilizing Visual Basic and Structured Query Language (SQL) to track surplus resulting in the timely turn-in of over $1 million worth of supplies and equipment. Advised the Director (SES) and SE RSC Management on daily status of key projects and issues that affect the daily level of service being provided by Service Center. Planned and implemented the migration of the NIPRnet to the Army, which was a large-scale infrastructure project. Utilized PowerPoint to develop charts and graphs depicting the current status of major projects that affect the SE RSC. Performed daily operations status updates to the SE RSC Watch Officer and participated in daily SITREP updates with the SE RSC Regional Manager located in Tampa, Florida. Utilized the Siebel Customer Relationship Management Suite of applications (eRequester, SupportWeb, Analytics) to maintain timely insight into Requirement Management and Incident Management.

Lanham, Md

Utilized the following tools .NET framework., JQuery, JavaScript, HTML, HTML 5, Cascading Style Sheets (CSS), ASP .Net and C# to develop division web sites and databases. Quality controlled queries developed using the Structured Query Language (SQL) to identify problems and potential data corruption. Administered, maintained, developed and implemented policies and procedures for ensuring the security and integrity of division databases. Served as a representative on working groups to plan and develop internal strategies to address management issues and concerns. Met with division management and contractors to develop large-scale management studies that lead to improvements to the Collection Management process for DH.

Washington D.C. Metro Area

Served in the Threat Analyst Division (CCO-5) as an all-source analyst of full-spectrum Information Computer Network Operations (CNO). Performed analytical functions related to CNO threat actors at the transnational, national, or sub-national level. Researched, reviewed, interpreted, evaluated, and integrated all-source data in order to produce all-source intelligence assessment articles, papers and studies for DoD or other intelligence consumers. Identified significant intelligence trends within CNO and proposed new or revised analytical efforts to alert policy makers to developments and to meet customer requirements. Based on analysis of all available intelligence requirements information on CNO, identified intelligence gaps, specified and submitted collection requirements to fill gaps, and evaluated the intelligence collected in response to CNO requirements. Participated in coordinating and monitoring the overall current DoD intelligence production effort in assigned area of responsibility. Personally served as the action officer for the planning, preparation, coordination, and publication of intelligence assessments with short suspense and high level attention. Teamed with senior analysts as they presented and/or conducted all-source intelligence briefings for DoD and other governmental agency officials at the highest levels. Supported 24-hour/7-day-a-week crisis/contingency operations.

Andrews Afb, Md

Supervise, train and evaluate performance of six team members. Direct operation and support of Unisys-based supply systems. Provide training on system use and troubleshooting. Deliver daily updates to senior management on information system status. Coordinate interface between internal supply systems and outside organizations. Analyze root source and determine/implement solutions to system issues. Work with system engineers to resolve problems related to switch, router, and firewalls in efforts to enhance system performance. Design and coordinate distribution of daily, monthly and quarterly reports. Conduct regular database-integrity assessments and perform database recoveries. Create data retrieval requests for report generators and structure query language programs. Provide on-call support during off duty hours on weekdays, weekend and holidays; extended after-hour support as needed. Serve as Security Manager, with accountability for maintenance and updating of user-id security file supporting 215 employees on Andrews AFB and 3 Defense Financial Centers.

Columbus, Ohio Area

Utilized skills in the use of PC desktop applications such as Crystal, MS Word, Excel, and PowerPoint to create graphs, charts, ad hoc reports and listings for the Behavioral Health department. Developed interpersonal, presentation, and communication skills while interacting effectively with all levels of the organization. Administered, maintained, developed and implemented policies and procedures for ensuring the security and integrity of departmental databases as they are created. Resolved database performance issues, database capacity issues, replication, and other distributed data issues. Oversee the installation of PC’s and application software. Assisted the Database Manager (DBM) with implementation of new database systems utilizing Microsoft Access. Met with the Financial and Billing Manager’s to implement and develop various financial reports. Developed user requirements while interviewing Psychologists and Counselors to develop analytical reports that depict productivity and patient demographic data. Provided monthly and quarterly reports to various review boards and hospital upper management.

Online

CIS/319 – Computers and Information Processing. This course introduces the fundamentals of computer systems and the role of information processing in today’s business environment. An overview is presented of information systems, systems development, operating systems and programming, database management, networking and telecommunications, and the Internet.

159Th Logistics Readiness Squadron

Plan, assign, direct, review and evaluate performance of computer operations members, monitoring the overall functioning of the operations area, managing supplies, and training subordinate specialists. Provide computer support 24/7 to all logistics organizations in the state of Louisiana. Direct operation and support of Unisys-based supply systems. Perform system and application upgrades. Apply security patches on server/workstations. Review completion and implementation of system additions and/or enhancements, and recommend corrections in technical application and analysis to management. Detailed oriented: reviewed new system software documentation; coordinated changes; evaluated impact; assessed performance and effectiveness. Inventory hardware and software installed on servers and workstations. Troubleshoot and resolve hardware and software problems associated with the server, workstations, Unisys Standard Base Supply System database and/or applications. Developed, implemented and debugged several Unisys mainframe programs including local retrieval programs using Query Language Processor. Devised installation and configuration of 200 workstations including all network components and peripherals. Reviewed database integrity checks and made necessary corrections. Performed Helpdesk functions to repair, configure and troubleshoot all IT equipment within the squadron. Developed and wrote three Visual Basic .Net software programs to enhance the performance of the squadron.

Plan, assign, direct, review and evaluate performance of computer operations members, monitoring the overall functioning of the operations area, managing supplies, and training subordinate specialists. Provide computer support 24/7 to all logistics organizations in the state of Louisiana. Direct operation and support of Unisys-based supply systems. Perform system and application upgrades. Apply security patches on server/workstations. Review completion and implementation of system additions and/or enhancements, and recommend corrections in technical application and analysis to management. Detailed oriented: reviewed new system software documentation; coordinated changes; evaluated impact; assessed performance and effectiveness. Inventory hardware and software installed on servers and workstations. Troubleshoot and resolve hardware and software problems associated with the server, workstations, Unisys Standard Base Supply System database and/or applications. Developed, implemented and debugged several Unisys mainframe programs including local retrieval programs using Query Language Processor. Devised installation and configuration of 200 workstations including all network components and peripherals. Reviewed database integrity checks and made necessary corrections. Performed Helpdesk functions to repair, configure and troubleshoot all IT equipment within the squadron. Developed and wrote three Visual Basic .Net software programs to enhance the performance of the squadron.

Doctor Of Philosophy (Ph.D.)

Master Of Business Administration (Mba)

Associate Of Arts And Sciences (A.A.S.)

Bachelor Of Science (B.S.)

Associate Of Science (As)