• Provide effective tracking, logging, categorizing and maintaining of all change requests.• Ensure compliance with Change Management related Service Level Agreements.• Assist in maintaining the accuracy of the Configuration Management Database.• Support the maintenance of, and on-going compliance with existing Change Management policies and procedures for change control, release management and other critical CM processes.• Monitor standard, emergency and latent changes made against current hardware and software baselines.• Provide assistance to customers to resolve Change Request tickets.• Investigate tickets to ensure timely delivery of services.• Assign and route tickets to their appropriate service related groups and landing spots.• Coordinate requests for multiple networks on the SOF Information Enterprise to ensure Confidentiality, Integrity and Availability.

• Provide support for U.S. Special Operations Command HQ (USSOCOM) IT services.• Populate the Service Request Manager (Service Catalog) with a selection of standard services available for use by end users with automated fulfillment workflows.• Provide Quality Assurance testing and verification for each service developed.• Manage end user requirements for services to be authored in Remedy Service Request Management Module.• Gather and define user’s functional requirements for standard IT services.• Liaise with Service Owners and Service Managers at various command and subordinate command sites to ensure the Service Catalog User Interfaces for standard services are properly configured for ease of use.• Coordinate with Service Owners and Service Managers to ensure fulfillment workflows for standard services are understood and properly documented.

• Provided, on a 24x7 basis, overall management of intra/inter theater Authorized Service Interruptions (ASI) throughout U.S. Central Command’s Area of Operations.• Verified ASI front page for CCIR status and reporting, completed trouble tickets using CENTCOM approved systems to provide reports for situational awareness, and brief ASI status to Operations Chief.• Evaluated analytically and systematically problems of workflows, organization, planning and developed appropriate corrective action plans.• Applied Risk Management methodology to determine the impact to mission operations when maintenance was scheduled.• Coordinated and integrated project activities through the disbursal of ASI requests via tracking of all ASIs from inception of initial request to conclusion of maintenance. • Assessed workflow structure and planning challenges through exhaustive and investigative methodical techniques to provide an opportunity for improvements in problem resolution and corrective action. • Delivered well-timed and exact status reporting for all system components, resolved disparate reporting between reporting stations, and monitored changes in network status.

• Promoted to a permanent SAIC employee from Innovative Employee Solutions for the effort and high praise given during temporary work status.• Managed classified operational support for Headquarters U.S. Central Command CCJ6 programs under the direction of SPAWAR ATLANTIC MILCON. • Directed and coordinated multiple logistical support functions meeting all new SCIF facility critical deadlines. • Installed and configured desktop workstations to provide support for the U.S. Central Command. • Provided technical support for NIPR/SIPR thin, thick, and zero clients to increase functionality of the computers and efficiency for the users. • Completed trouble tickets by analyzing procedures on computer and telephone hardware.• Installed Automatic Call Distribution PCs, configured ACD software and setup account settings.• Created spreadsheets, Power Point presentations, and daily status reports for current and future projects.• Selected by management to plan and oversee variables related to Desktop Integration for the Centcom Reception Center project.• Conducted equipment inventories and surveys throughout Central Command for record keeping and future technology upgrades.

• Directed and lead military escorts to their work duty stations to inform them of their daily work duties. • Facilitated secure access to on-site locations for the on schedule completion of the US Central Command Headquarters building, valued at $75 million.• Provided solutions to room access issues to prevent long periods of work delays.• Coordinated onsite support for Telecom patch panels that enabled seamless voice communication.• Completed customer service tickets to adhere to service level agreements and prevent customer complaints. • Interacted with senior management to voice concerns and improve customer service. • Coordinated with the Network Infrastructure team to create separate VLANs for computer and telephone (VOIP) equipment.• Installed and configured telecom equipment such as VoIP, VoSIP, analog, digital and Secure Transmission Equipment (STE).