Joe Satterwhite Email & Phone Number

Newport News

• Wrote Incident Management process to assure incidents are resolved as quickly as possible
• Developed process and chaired meetings for post incident reviews of all major incidents to analyze what was done and determine root cause, if possible, to assist Problem Management
• Developed Major Incident Post Incident Review reports for the CIO and Ferguson’s IT Leadership team, detailing the facts of the incident and giving recommendations for improvement
• Wrote Demand Management process to develop a way of forecasting demand, assigning resources and tracking projects in the environment
• Transitioned Incident Management from the HP Service Manager 9 tool to the ServiceNow ITSM tool by establishing requirements and writing testing scripts

Glen Allen, VA

• Developed Forward Schedule of Change Calendar in Sharepoint to track organizational changes
• Developed process assist change coordinators in closing changes within one business day
• Facilitate the Change Advisory Board (CAB) for the review of high and medium changes
• Reviewed low, medium and high-risk changes to ensure completeness by change submitter
• Ensured changes submitted are assigned the correct level of risk level so proper vetting occurs
• Ensured changes subject to security review have been reviewed by appropriate security personnel

Chester, Virginia

• Reviewed requirements and performed User Acceptance Testing (UAT) for Change Management for the rollout of Virtual Service Manager (now vFire)
• Reviewed minor and major changes to the infrastructure for accuracy and completeness in vFire
• Reviewed standard change template requests and insure process is sound and low risk
• Facilitated the Change Advisory Board (CAB) and approve/disapprove changes to the infrastructure
• Reviewed changes to mission critical configuration items with senior management to ensure business continuity
• Ensured changes are closed properly so that updates are made to configurations items in the Configuration Management Database

Chester, Virginia

• Monitored Service Center severity 3 incidents to insure they do not breach SLA requirements
• Ran reports on current incidents and contact queue managers and assigned technicians to notify them of incidents in danger of breaching SLA requirements
• Reviewed incidents to ensure they are in the correct severity, were created in the correct module, and were assigned the correct closure code and configuration item so that SLA requirements are met
• Provided after action analysis on issues not handled appropriately to promote process improvement
• Trained personnel on the use of Service Center, including opening, resolving, suspending and closing incidents and quotes and making sure the correct configurations used

Richmond, Virginia Area

• Created Knowledge Base documentation to be used by helpdesk analysts
• Created RSA SecurID two-factor authentication documentation to be used by RSA administrators
• Trained RSA SecurID two –factor authentication administrators on the process of creating accounts and the use of the Request Management Module software
• Collect information and provide a procedures document to the VCCC Service Desk on the process and procedures of agencies during transformation to insure goals are met

Richmond, Virginia Area

• I worked at this location part time while working at Bell Tech.logix due to the company losing the Philip Morris helpdesk contract. I transitioned directly to VITA after the Bell Tech.logix contract with Philip Morris.
• Provided technical support for the Department of Motor Vehicle Customer Service Centers and License Agents throughout Virginia
• Installed printers and software over a Novell network and assisted users with Novell Groupwise
• Reset Unix, network and mainframe passwords and released user’s who were locked in mainframe sessions
• Troubleshoot Windows XP operating system issues
• Coordinated desk side software installations and equipment moves for agency employees

Richmond, Virginia Area

• Provided technical support for Fortune 100 Company in the United States and Puerto Rico
• Configured Windows XP, Windows 2000, Windows NT and Windows 95 operating systems to function with proprietary and in-house software written for Phillip Morris
• Installed software over a Windows 2000 network manually as well as with Active Directory
• Configured browser proxy server and exception settings for internet access
• Configured Microsoft Outlook to access Microsoft Exchange Server

Richmond, Virginia Area

• Trained clients on the use of personal computer banking software such as MS Money and Quicken
• Trained clients on the use of the banking website
• Researched problems pertaining to bill payments
• Researched account activities and processes

Richmond, Virginia Area

• Installed personal computers and notebooks on a Windows NT network
• Installed Windows NT operating systems software
• Installed PCs on wide area network and verified DHCP server connection

United States And Abroad

• Coordinated the processing of witnesses for trials and interviews and notified jurors of trial dates
• Transcribed testimonies and proceedings for court records and processed separations from the United States Army
• Obtained legal documentation from local law enforcement agencies and district courts
• Prepared charges, memorandums and other legal documents for attorney review
• Prepared and maintained accurate records and statistics of organizational criminal behavior