John Munger Email and Phone Number

Designed and Implemented System for Dispatching all NEST Service Requests(NASA End-user Services & Technologies) utilized agency wide - responsible for creating 70,000+ dispatches per day used by all newly provisioned NASA assetsCircumvented Service-Now platform limitations to deliver custom implementation of OOTB Lifecycle Events allowing eliminating 4 hours of delay per event saving hundreds of man hours per week.Automated the creation and submission of printer toner requests and print reconciliation requests agency wide interfacing with HP network printer API, eliminating waste and customer complaints, servicing 5000+ printer assets, automating the creation of dozens of requests per day, and bringing 200+ unaccounted-for printers into the system.Implemented service catalog items and corresponding custom workflows, Designing ui and catalog item interface, though user-submission, through myriad approval processes and custom workflows, to end-user provisioning. These catalog items are used thousands of times per dayMentored and Trained New developers bringing 3 junior developers up to speed within my first 3 years in software development

•Walk customers through basic to advanced troubleshooting of computer systems, software, voice conferencing, VOIP, WAN/LAN, TCP/IP, and SQL Databases issues.•Administrator for VOIP, TIFT I (remote access), Active Directory Accounts, SAP, ITIL, and LDAP.•Proficient troubleshooting with CISCO video/audio conferencing software, Microsoft products, Adobe products, MAC software products, and many more.• Advanced knowledge of MAC, Windows, and Linux operating systems troubleshooting.• Serve in a liaison capacity with subject matter experts inside and outside the organization for the purpose of receiving or providing information relating information technology and support of NASA systems.•Advanced knowledge of Blackberry, Android, IPad, IPhone, and Windows phones troubleshooting.•Training on HIPPA rules and regulations.•Received multiple customer service awards during my time with the ESD.•Provided technical assistance as a systems administrator on multiple platforms for more than 18,000 NASA employees and more than 30,000 NASA contractors.•Trained less experienced helpdesk agents and new hires on contractual procedures and programs used by the NASA Enterprise Service Desk.•Responded to customer calls, e-mails, and web based inquiries providing a single point of contact for customers to report problems, monitor customer inquiries, track progress and resolution of escalated inquiries.• Draft, compose, edit and provide formal responses to information technology correspondence after conducting research on applicable directives.•Assisted in inquiries of government regulations to include requirements of the information technology and support of NASA systems Privacy Policy for safeguarding the collection, access, use, dissemination, and storage of personally identifiable information (PII).

My job at the Entomology labs consisted of extracting DNA from ants by freezing liquid Nitrogen and crushing them with a spatula follow by suspending their genetic material in Alcohol. I would then centrifuge the aforementioned DNA and perform PCR reactions to extract the target piece of DNA and copy the selected pieces millions of times. I would then use Electrophoresis to analyze whether the DNA extracted fit the pattern desired. The research I was involved in served to identify a hybrid species of ant which recently had been tyrannizing the Southeastern region of the country.

For my entire freshman year I worked in the Polymer Science labs at USM doing Polymerization reactions or processing of the products of polymerization reactions for a PhD candidate. I had an opportunity to work on many and interested project as I was “borrowed” by many other PhD candidates for work on their research. This experience exposed to me to the industry and practice of Polymer Science as well as gave me competency in performing Chemistry techniques such distillation, precipitation, other tedium most exciting of which was performing polymerizations in a dry box.