IT Specialist providing customer support to all FirstNet personnel for all IT requirements, including account and device management, trouble ticketing, and equipment life cycle management. Responsible for the comprehensive support and management of FirstNet end-users and end-user equipment utilizing ServiceNow. Manage both on-prem and cloud environments including Microsoft Office 365, Microsoft Active Directory, Microsoft SCCM and Microsoft Azure. Work on equipment life cycle requirements as well as create and support hardware and software configurations.

System Administrator in support Federal Shared Service Provider framework.ServiceNow Administrator responsible for administration, maintenance, and support on the FMD ServiceNow (SN) platform. Serve as assistant Information System Security Officer (AISSO) for FMD. Provide ISSO support for IBC FMD information assurance programs, and OCIO information assurance program. Provide Oracle Federal Financial (OFF) Enterprise 12c E-Business Suite (EBS) administration, functional and technical services. Support technical workload automation with BMC Control-M (CTM).

Quad Lead Systems Analyst primarily on Defense Industrial Financial Management System (DIFMS), NDMS Time and Attendance (NDMS-TAA), Hazardous Materials Management System (HMMS), and NALCOMIS Optimized Organized Maintenance Activity (OOMA). Responsible for design, enhancement and maintenance of automated application systems within FRC-East. IT/IM Program Manager provided technical expertise and management of assigned programs and projects. Supported Business Intelligence strategy across FRC East, including systems integration and data application planning, applications life cycle planning and documentation, and IT/IM project management. DIFMS Analyst supported command of 3,055 civilians, 35 military, and 108 contractors, responsible for resolving customer problems with DIFMS. Supported command in processing DIFMS job streams with DFAS, processed DIFMS reports, and coordinated with Accounting/Budget on all payroll, audit, billing, and other financial transactions in DIFMS. HMMS support of 2,528 Hazmat users, 142 Administrative users, management of 25 administrative access groups, 23 workgroups, and 65 Hazmat Issue Points. Participated in management studies to identify automated technology, e.g. bar coding, scanners, etc. Contributed guidance and training in preparation for implementation and maintenance of new program releases. Nalcomis OOMA support of 187 users, in 14 user communities. Supported OOMA configuration management, maintenance, material control, personnel, and technical support. Supported new user creation, departures, inductions, and offloads. Ensured applications executed effectively to address user community requirements.** DoD IT II, CompTIA Security+ ce and Network+ ce, Secret clearance

Provided Information Technology (IT), Information Assurance (IA), Trusted Agent (TA), and Management Information System for International Logistics (MISIL) Assistant System Administrator direct support to International Programs (Code OF), NAVSUP-WSS, Philadelphia, PA. Directly supported 209 FMS staff and 58 Security Assistance Foreign Representatives (SAFRs) for OF. Served as the IT subject matter expert (SME) and technical authority for OF. Managed the support of client-based IT applications and provided end user support, desktop training, and flash mentor training. Maintained accountability of command IT assets. Provided sound guidance to OF and SAFR community on NMCI and IT systems. Supported OF IT internal project assignments, and deployment of new IT initiatives. Ensured OF IT infrastructure and systems comply with DoD Information Assurance (IA) and operational requirements. Served as OF NMCI Representative. Maintained in-depth working knowledge of NMCI provided hardware/software in use by command. Assisted code 04 in NMCI seat management for OF assets, including customer support services such as installation, configuration, troubleshooting, customer assistance, and/or desktop training, in response to customer requests. Served as the Code OF Trusted Agent. As Trusted Agent, responsible for management of Contractor requests for access to either a DoD network or facility via government credentials (CAC) via Applicant registrations, re-verifications, or revocations. Provided training support to local customers. As MISIL Alt. System Administrator, built Userids, provided new passwords, troubleshot user accounts, reset passwords, and provided assistance to users experiencing system access problems and ensure continued user system access. Carry out control procedures and software needed to meet system security and privacy requirements. Served as Technical Writer on OF Process Desk Guides (PDGs).

Planned, executed, and monitored special projects directly impacting training environments, including IT research, procurement, installation, and process solutions. Independently oversaw projects for implementation of MCCSSS goals. Converted into action plans, monitored, made appropriate adjustments, and measured goal accomplishment. Independently managed multiple projects as assigned providing meticulous research, concise reports, innovative solutions, and practical outcomes. Project management required individual initiative and sustained interaction at all organizational levels, including diverse individuals and collaborative teams both military and civilian. Work products provided clear goals, objectives, and strategies which demonstrated well-conceptualized planning process and system interoperability. Utilized project deliverables to coordinate efforts of other departments, tenant commands, and external agencies. Provided considerable oversight of assigned projects’ daily activities; formulated milestone development plans, assignment tracking tools, and process flow charts.

Managed the day-to-day operational success and future planning of the Tactical Decision Center (TDC) scenario-driven training facility; maintained IT infrastructure, accountability of assets, training schedule, utilization, maintenance and staff. Facilitated and scheduled all training to uniformed members of the Logistics Combat Element (LCE) in battle staff operations of the Combat Operations Center (COC). Developed training solutions, coordinated satellite feeds to external agencies, oversaw successful implementation of multiple scenario-driven simulated LCE exercises within the facility or satellite-connected to remote locations. Exercised significant responsibility dealing with officials of other organizations or advising higher level officials with regards to training objectives. Coordinated directly with formal schools, tenant commands, and external organizations to establish the FY training plan. Single point of contact to operating forces for system operator, exercise simulation and virtual battle space training; identified and reported training availability and de-conflicted requests; scheduled and managed delivery of instruction on over 125 courses and 2400 students; validated contractor support against training schedule to ensure maximum utilization and efficiency. Served as the IT subject matter expert, and monitored and evaluated development of logistics-related command and control (LOGC2) systems for application to curriculum. Understood functionality of utilized LOGC2 systems and developed IT solutions to training needs. Developed, deployed, and administered custom SharePoint web parts, layouts, pages and content for the TDC, MAGTF Logistics Operations Group (MLOG), and departmental subpages. Maintained security and facility control access. Promoted to Future Operations when TDC moved to new organization.

Served as the 1st Marine Logistics Group (1st MLG) Contract Technical Representative (CTR) at Camp Pendleton, CA and supported 1st MLG units in Yuma, AZ, Miramar, CA, and Twentynine Palms, CA. Responsible for management of the information technology (IT) service contract for the Navy Marine Corps Intranet (NMCI). Responsible for strategic planning, budgeting and control, staff planning, policy and standards, resource and knowledge management, auditing, and information security management. Positioned 1st MLG for NMCI preparation, transition, and sustainment; represented 1st MLG in all Contractor interactions. Briefed and advised leadership on program status, goals, and priorities to support mission. Recommended changes in agency policies or procedures in response to rapidly changing priorities or program changes. Integral member on numerous committees and teams on special projects and programs. Trained and advised staff on NMCI implementation. Senior technical advisor/technical expert on NMCI and related information system issues. Managed, monitored, updated, and controlled NMCI budget of 11+ million annually; tracked budget transactions and obligations, transfers, and reimbursements to account. Allocated budget across four bases, and ordered over 3,000 workstations to meet NMCI service requirements. Monitored obligations and expeditures, and implemented controls. Recommended future budget plans in relation to current obligations. Provided oversight by analyzing and evaluating problems and providing recommendations. Upon installation, validated satisfaction of hardware/software functionality and that service met quality standards.

Conducted, developed, evaluated, revised, and administered continuing computer training program for Staff Education and Training for the National Naval Medical Center (NNMC) Bethesda and associated clinic staff. Taught Microsoft (MS) Office applications and/or additional software applications; taught average of 11 unique courses on a recurring schedule. Subject matter expert in MS Office and highly proficient in other standard software packages (e.g. Adobe Acrobat, Windows, MS Project, Explorer.) Provided on-site work center support. Assisted end-users in developing problem resolutions with applications and support issues. Offered assistance and individual guidance on special project assignments requiring a high level of expertise and experience. Analyzed individual student problems at work sites and tailored solutions according to the issues involved. Customized user functional systems for ease of use, speed, and maximum efficiency. Developed training programs through review of lesson plans, instructional materials, program evaluations, and participant outcomes based on student and departmental requirements. Developed new lesson plans, and instructional materials to meet NNMC requirements. Revised courses based on student problems and frequently updated software. Adapted and modified course materials and teaching procedures as needed. Evaluated student performance and progress during training sessions and assessed the need for additional training. Developed appropriate follow-on training as required by performance of students during their initial training. Performed administrative duties related to training. Maintained records of initial and continuing Microsoft course attendance, developing statistical reports as required. Developed training schedules for training. Managed and maintained student registration and managed and coordinated use of training equipment and instructional materials.

Provided help desk support (telephone, desktop and remote office) and application training to all staff in the Virginia region, which is comprised of four regional offices. Responsible to plan and deliver desktop customer support services to include workstation and software installation, configuration, troubleshooting, customer assistance, and employee training. Support variety of applications to include MS Office, Windows, DOCS Open, Internet, Intranet, Novell, and proprietary applications. Coordinated and scheduled applications training and taught in groups and individually to new and existing staff for continuing professional education. Planned and accomplished a range of IT projects to include developing and maintaining training materials, updating curriculum and materials as necessary due to changes in firm needs and procedures or software upgrades, and regular travel to regional offices to provide training and support. IT project assigned to travel to Coventry, England in June 2001 to support newly acquired office and provide end-user support on software, workstation, peripheral equipment, and LAN issues. Resolved application/system problems and assists with system-related maintenance. Provided assistance in testing new and/or upgraded applications. Served as PC Docs Supervisor, responsible for maintenance of practice groups, document categories, and types. Maintained laptop pool, including re-imaging and preparation for distribution/rotation and maintaining activity log. Provided off-hours beeper support on a rotational basis. Exceptional presentation, interpersonal, and communications skills were a must. Necessary to be pro-active and be able to work both independently and in a team, and often under sensitive deadlines. Managed multiple, competing, and changing priorities. Demonstrated ability to stay current with state of the art trends in field of technical support and training.

IT Helpdesk Lead