• Performs a variety of duties focused around the 12 Integrated Product Support (IPS) elements.• Assists in the development of critical Logistics Acquisition documentation, including Life Cycle Sustainment Plan (LCSP), Supply Chain Risk Management Plan, Navy Training Systems Plan (NTSP), and Manpower Estimate.• Develops, coordinates, maintains, and reports on a variety of activities related to all elements of Life Cycle Sustainment Management, Technical Management, and Infrastructure… Show more • Performs a variety of duties focused around the 12 Integrated Product Support (IPS) elements.• Assists in the development of critical Logistics Acquisition documentation, including Life Cycle Sustainment Plan (LCSP), Supply Chain Risk Management Plan, Navy Training Systems Plan (NTSP), and Manpower Estimate.• Develops, coordinates, maintains, and reports on a variety of activities related to all elements of Life Cycle Sustainment Management, Technical Management, and Infrastructure Management.• Maintains configuration control of updates into Program and Product Support documentation and establishes/maintains the review and submission of all documentation.• Identifies and develops logistics support requirements to be included in system level and sub-tier specifications; Perform supportability assessments. Show less

Applied ITIL v3 Information technology (ITSM) framework to Network Operations processes, focusing specifically on the Request Fulfillment processDeveloped and refined process documentation for command and control processes (Incident Management, Problem Management, Event Management, Request Fulfillment, Information Security Management)Performed process integration analysis to determine process dependencies and data flowContributed to briefings that inform Navy stakeholders on process… Show more Applied ITIL v3 Information technology (ITSM) framework to Network Operations processes, focusing specifically on the Request Fulfillment processDeveloped and refined process documentation for command and control processes (Incident Management, Problem Management, Event Management, Request Fulfillment, Information Security Management)Performed process integration analysis to determine process dependencies and data flowContributed to briefings that inform Navy stakeholders on process development activitiesFacilitated daily team operations and strategic communication Show less

Responsible for the daily operations of EPO Service Desk, required to meet SLAs for availability, time to response, time to resolveResponsible for the EPO MSPS environment containing over 7000 projectsFacilitated the level II, III escalation call for Risk, Issues and Change RequestResponsible for change management quality review, validate against the EPO standards, reducing the error rate in the enterprise from greater than 10% to below 5%Developed and managed document control… Show more Responsible for the daily operations of EPO Service Desk, required to meet SLAs for availability, time to response, time to resolveResponsible for the EPO MSPS environment containing over 7000 projectsFacilitated the level II, III escalation call for Risk, Issues and Change RequestResponsible for change management quality review, validate against the EPO standards, reducing the error rate in the enterprise from greater than 10% to below 5%Developed and managed document control process and proceduresDeveloped and maintained training process and proceduresCoordinated process and procedure training for project managersCreated computer-based and instructor-led trainingCompleted project health checks and quality audits to ensure project compliance with Enterprise standards Show less

Coordinated servers implementations at 30+ sites for Remote Tech InsertionLiaised with clients to determine customer needs and timelinesGuided engineers and operations on implementation of hardware and softwareDocumented project milestones via Microsoft Project Server and Project Web Access

Implemented new Learning Management System, including configuration via Terminal Services and creation of internal processes and procedures for administrationResponsible for all content, access, and performance, of Learning Management SystemCreated user guides and computer-based training modules for DOD employees using Captivate, Microsoft FrontPage, Photoshop, Adobe, and Word Reviewed and edited instructional designers' deliverablesConverted training material to html code for… Show more Implemented new Learning Management System, including configuration via Terminal Services and creation of internal processes and procedures for administrationResponsible for all content, access, and performance, of Learning Management SystemCreated user guides and computer-based training modules for DOD employees using Captivate, Microsoft FrontPage, Photoshop, Adobe, and Word Reviewed and edited instructional designers' deliverablesConverted training material to html code for upload to websiteConducted interviews for new employees Show less

Reviewed QA reports with senior leaders to assist in the coaching and mentoring of agents for increased CSIIdentified and corrected inefficiencies or inaccuracies in departmental processes and proceduresDeveloped requirements for implementation of Witness application for quality reviewsDirected monthly calibrations to establish quality benchmarks enterprise-wideCollated and analyzed quality statistics to determine trends and worked with operations to improve help desk… Show more Reviewed QA reports with senior leaders to assist in the coaching and mentoring of agents for increased CSIIdentified and corrected inefficiencies or inaccuracies in departmental processes and proceduresDeveloped requirements for implementation of Witness application for quality reviewsDirected monthly calibrations to establish quality benchmarks enterprise-wideCollated and analyzed quality statistics to determine trends and worked with operations to improve help desk performancePerformed departmental and individual quality reviews for both Help Desk and Request ManagementConducted interviews for new employees Show less

Provided technical support for hardware, software, and network issues affecting client services throughout enterprise using email, voicemail, and phoneDeveloped email/voicemail procedures for USMC Service Desk to comply with Service Level Agreements (SLAs)

Awarded Navy Achievement Medal for successful research and writing of over 5000 safety tag outs on reactor plant and steam plant equipmentScheduled 2003 overhaul maintenance for nuclear reactor department using civilian contractors and ship's companyCoordinated work center responsible for maintaining calibration of over 500 switches and metersPerformed maintenance on 4160V and 450V electrical equipment