Oversaw Change Management process for the EPIC-Support team that provided development support and operations support for OPIS, FDR, DoR, eQIP, and their supporting sub-systems including contract staff who requested the activities. Collaborated with operation and project managers to understand the urgency of projects, schedules, issues, and deliverables to ensure all required documentation is provided and support teams have been notified. Monitored trouble ticket system using ServiceNow and created reports and queries to see cases, change requests, problems, incidents, and outages. Coordinated weekly meetings with the Windows, Linux, DBAs, and Applications teams to review weekend deployments, project status, and upcoming deliverables. Ensured that current, proven application development and engineering options are considered when designing, maintaining, and delivering systems, and that application system changes are appropriate, conform to standards, and are cost effective. Safeguarded that all IT Service Management documents are produced according to business standards and procedures. Led the OPIS Red Hat Enterprise Linux 7 Database Cutover to move it off Red Hat Enterprise Linux 6. Provided Project Management for Atlassian Implementation including deployments into production, JIRA training, auditing and authentication, enforcement of PIV, and remediation of POA&Ms. Coordinated and worked with NM on technical issues and resolutions providing timely status reports and project schedules to supervisors, NBIS users, the NBIB IT PMO, and the IT MO. Tracked action items, risks, issues, and mitigations while working with NBIB users and Dev/Test team during testing phases to facilitate issue resolutions and use of best practices and guidelines from NBIB IT PMO. Provided updated System Development Life Cycle (SDLC) documentation for all 5 phases of the SDLC IAW project plan and delivered weekly reports for input into the quarterly reports.

Managed internal and external site certificates for Captiva reporting, Atlassian, and eDelivery. Monitored the trouble ticket system using Remedy and acted as point of contact for issues and concerns. Provided project planning and oversight for implementations pertaining to the OPIS System. Utilized SQL scripting for running/writing/queries to perform over all maintenance system wide. Worked in all phases of the IT life cycle in support of business practices on Windows- and Linux-based servers utilizing Oracle as a relational database management system. Analyzed system resources to determine specifications and designs for advanced product configurations. Evaluated new software by performing a cost-benefit analysis and making recommendations to upper management. Performed troubleshooting as required and led problem-solving efforts involving outside vendors and other support personnel and/or organizations. Ensured high availability and acceptable levels of performance of mission critical host system resources. Managed OPIS contractors including hiring, training, and evaluating. Oversaw OPIS Change Management (CM) Control team, which processed over 200 change requests, and created the OPIS Audit Policy & SOP to close POA&M. Performed system installation/integration, configuration, and optimization on Active PDF Toolkit, Alfresco, Image Magick, and Internet Information Services (IIS).

Functioned as OPM’s OPIS Support System Administrator providing Tier 2 application support while also assisting in the training of new administrators and maintaining the daily operations. Created technical documentation for various complex systems, applications and software along with development of customer guides. Provided storage administration and support on various storage platforms. Pushed workstation updates via Group Policy. Created scripts using Perl and PowerShell to generate cases in proper format for Linux script processing. Reviewed and recommended equipment and software to meet agency needs to ensure compatibility to existing work environment. Supported Oracle’s content management system and all related servers. Coordinated and performed load testing, and deployed application updates, upgrades, and fixes to Production, Test, and Development environments. Analyzed complex problems related to equipment and/or software utilization. Consistently maintained at least 20% EMC disk space on all drives even during the new Blade acquisition. Controlled the Document Scanning and Retrieval Functionality (DSRF), Electronic Document Review Functionality (EDRF), Document Processing Functionality (FDPF), Business Process Management Functionality (BPMF), and System Support Functionality (OSSF) systems from start to finish. Coordinated the nightly eDelivery Agency Distribution for over 80 agencies. Ensured the nightly scanning of Electronic File Retrieval (EFR) using Captiva software to capture overall workload for the day.

Managed a network with 175 users spread throughout two buildings. Monitored and maintained servers and internet-working hardware and software configuration, as well as network and system performance while troubleshooting problems as they arose. Performed user account administration, Group Policy administration, directory permissions, Active Directory domain/OU administration, and folder administration. Managed user access accounts and permissions within the internal network. Maintained IP management of the Freer-Sackler Dynamic Host Configuration Protocol (DHCP). Managed network printers, queues, Domain Name System (DNS) updates, account administration, and web server redirects.Evaluated and recommended hardware and software products and new ways of applying the technology. Implemented and enforced industry standard security policies to protect gallery data and infrastructure. Managed gallery-wide deployment of anti-virus software and pushed workstation updates via ZenWorks. Performed network diagnostic analysis at high levels of complexity. Inventoried, purchased, and monitored computer equipment and software licenses held by the Freer-Sackler. Prepared purchase requests, verified shipments against purchase orders, and ensured appropriate distribution of equipment. Conceived and developed databases to track staff, inventory, and salaries to facilitate the CFO’s budgeting process. Coordinated the Disaster Recovery Business Continuity Project to provide broadcast and phone tree communications to all staff in the event of an emergency. Replaced point of sale (POS) registers with PC workstations connected to the mainframe and installed an industry-standard ticketing and fundraising system, which allowed Freer-Sackler shops to continue with sales. Created and enforced standard operating procedures (SOP) for all computers and peripherals to ensure security in coordination with activities at the Smithsonian Computer Security Office.