• Led implementation of Configuration Management Database (CMDB) for the National Institute for Allergies and Infectious Diseases (NIAID) at the National Institutes of Health (NIH)• Organized customer engagement sessions to gather use cases/user stories, define desired outcomes, determine acceptance criteria, and create comprehensive CMDB business case• Developed implementation plan, identified organizational resources and partners, managed/coordinated sprints, and supervised project execution• Identified necessary integrations and data sources for CMDB, reviewed technical specifications, and facilitated integration sessions• Created project documentation and reported status to customers, management, and other stakeholders

• Performed customer maturity assessment leading to implementation of formal project management, semi- automated quality reviews, and standardized performance analytics• Led small team of project managers to manage large enterprise projects including operating system upgrades (approximately 4,000 systems) and transition of user data to cloud storage (OneDrive)• Provided expertise on integrating common and best industry practice guidance (ITIL, PMBOK, Agile, BABOK) into operational activities• Implemented use of Project and Portfolio Management (PPM) and Continual Improvement (CIM) ServiceNow modules• Led project to manage the return to the workplace of approximately 2500 federal staff

• Identified gaps in asset data required by customer(s) and closed gaps by building custom SQL data-mart of approximately 15,000 confederated IT assets• Installed, configured, and managed ETL servers to ensure accurate and timely data ingestion, archiving, aggregation, and analyses of approximately 400,000 cloud-based incident and request management records• Built time-series visualizations of customer tickets to identify demand patterns of 4600 users• Analyzed support ticket data to determine impact of COVID-19 pandemic on IT support staff and end-users• Improved data quality of IT support tickets by identifying incorrect use of ticketing system leading to exclusion of 25% of tickets from analyses

• Managed small team to improve/implement customer ITSM practices in conjunction with re-release of RemedyForce IT support tool• Facilitated requirements gathering across organization to improve system usability, standardization, and reporting• Conducted technical staff training on new/updated tool functions and features• Deployed Knowledge Management (KM) process including full KM article lifecycle management, import of 3rd party articles, and article creation/approval workflow

• Developed an ITIL-aligned Service Assurance Process Framework (using IT tool rationalization and management process analyses) to enable DISA organization to identify service delivery gaps and risks• Improved team and client collaboration and communications by creating SharePoint repositories for housing project schedules, plans, deliverables, data collections, and process documentation• Promoted company brand and image by authoring blogs and white papers• Chaired Technology Steering Committee to promote in-house product innovation and development• Served as key author for business proposal efforts and identified business development opportunities

• Managed project to enable USDA client to assess internal cloud computing readiness and gauge performance of current service provider--delivered project at 1⁄3 of normal cost and 1⁄2 of standard engagement duration• Supported business development efforts by architecting ITSM process flows, integrations, and artifacts

• Assisted deployment of various ITSM processes by providing subject matter expertise that leveraged theInformation Technology Infrastructure Library (ITIL), the Health and Human Services (HHS) EnterprisePerformance Life Cycle (EPLC), and other related IT management guidance and governance frameworks• Facilitated the creation and publishing of CIT’s first enterprise Service Catalog – created service definitions, datamodels, workflows, and assisted in Service Catalog web site graphical and functional design• Leveraged existing collaboration tools (SharePoint, InfoPath, Access, et al) to build ITSM capabilities with zerocapital expenditures• Assisted Division of Customer Support (DCS) management by providing project management expertise andsupport -- created implementation project plans, work breakdown structures, and facilitated meetings• Authored Service Level and Operational Level Agreements (SLA/OLA)• Marketed ITSM/ITIL within CIT and across NIH by preparing and delivering training and briefings to strategic (C-level), tactical, and operational level staff and related stakeholders

➢ Improved CIT customer relationships by instituting and conducting weekly and monthly customer elicitation meetings, service reviews, and managing high priority communications➢ Assisted in the consolidation of Service Desks throughout the NIH by gathering and documenting customer requirements for enterprise deployment of Remedy Action Request ticketing system➢ Advised CIT customers and stakeholders regarding high priority governance and policy issues affecting IT operations and management throughout the NIH ➢ Served as central point for communications regarding major incidents and problems affecting service delivery throughout the NIH➢ Collected requirements from customer organizations for inclusion and analysis in Enterprise IT management systems, participated in numerous data calls and collections, and provided assistance in the deployment of enterprise equipment and technologies

➢ Designed, implemented, and supported the first forensic Macintosh-based DNA analysis network system into the FBI crime lab➢ Installed, delivered and configured a DNA criminal investigation system to international, national, and local criminal forensic laboratories➢ Updated DNA criminal investigation system in various national locations by providing onsite service, upgrades, and maintenance➢ Increased the manageability of forensic DNA analysis systems by implementing IT service management tools➢ Integrated forensic DNA systems into secure national law enforcement network thereby enhancing collaboration of numerous law enforcement agencies➢ Ensured successful release of forensic DNA system by documenting, communicating and implementing best practices in LAN, Macintosh, PC, and Windows NT deployment planning and execution ➢ Raised customer satisfaction levels for Tier I/II Help Desk by increasing call response time, decreasing system complexity, and applying industry best practices➢ Improved release and deployment processes by researching, planning, and adopting asset management, application deployment, and systems monitoring technology➢ Implemented TCP/IP by creating IP addressing scheme, implementation plans, and related network services (routing, switching, DNS, WINS) for various local area networks➢ Implemented Remote Access systems (dial-up and ISDN)➢ Lectured at FBI Academy to forensic lab managers on system management, technical requirements, and best practices for computer-based DNA analysis