Supporting the United States Coast Guard, in their Homeland Security role with Public Key Infrastructure sustainment.

Supporting the United States Coast Guard, in their Homeland Security role with Public Key Infrastructure sustainment.

Supported Defense Security Service (DSS) at Quantico, VA. My position as a System Analyst was divided between Information Assurance (IA) and Compliance & Assurance divisions as the DSS Media Destruction Agent and DSS PKI Lead.My primary mission was the PKI Lead in that role I was the DSS Registration Authority (RA) for Public Key Encryption. In this position I would issue, track, and revoke all PKI access tokens at DSS for SIPRNet and for NIPRNet throughout the US.Additional support was lent to the Policy division as an analyst where my focus was on support a custom SharePoint application called CARA, Compliance Awareness and Reporting Application that tracks all DoD 8570 requirements and all mandatory training requirements. My role in supporting CARA was to input customer data and deliver reports to the Government on a daily basis on the compliance of all employees and contractors at DSS.Significant Accomplishments:• Compliance Awareness and Reporting Application (CARA) SME in the design and use of an Access database that allowed for repeatable reporting processes saving an hour a day in creating the reporting deliverable. Created graphic Quick Guide explaining CARA compliance reporting• System Authorization Access Request (SAAR) process redesign Created Swim lane diagrams for all use cases (Visio) Prepared SOP for staffing• Media Destruction Analyst (MDA) Within 4 months of taking over project a backlog of over 3000 HDD were supported Discovered and cataloged all media scheduled for destruction (classified and unclassified) Degaussed and destroyed hard drives Destroyed all other media (tape, optical, floppy) per SOP for type Delivered all destroyed media to Logistics Branch for disposal Developed Process Guide for media destruction

Integral part of a team that delivered IT Management support to the US Marine Corps at Quantico, VA under the GCSS-MC Contract. My role was to analyze their reporting and metrics with a goal of having the current Tier II Service Desk contractor (Oracle) and the Government Tier I/II support (SPAWAR) deliver a product that the government can use to support Marine Corps logistics throughout the world. Additionally I worked on the reporting deliverable so that it could be utilized faster and more effectively by the Commanders and Leaders who need to make decisions on the data that is being delivered. Using a custom instance of Remedy 7.6 and daily/weekly SPAWAR raw data deliverables I:• Created graphic incident metrics with trending• Analyzed the metrics trends and inclinations both positive and negative• Delivered the analysis of these report to all managers and leads of GCSS-MC and SPAWAR• Briefed this analysis during weekly Operations and Sustainment meetings• Prepared and setup all operations teleconferences • Took minutes for these teleconferences and delivered them to appropriate distribution• Maintained SharePoint site as archive for all Operations dataMy focus was to give real life experience from the perspective of a Service Desk Manager to ticketing, SLA Management, and premier customer support. Developed the ITIL task of Problem Manager which included:• Developing process guide documentation• Flow charting Problem Management processes• Creating RASCI (RACI) support matrix• Establishing initial Swim-lane diagrams to visually show interrelationship requirements

Supported the effort to create then manage an Enterprise IT Service Desk for the United States Army (AESD). My assignment in this opportunity was Quality Assurance as it applies to Metrics, Dash-boarding, and Reporting. We took a fairly mature process used with the Army Reserves and ported their superior accomplishments over to the Army National Guard and the Army Active Component, then designed and tested unique requirements for the Active Component. I also analyzed raw metric data and reported that analysis to Commanders and AESD Directors to continually improve the support functions of this new Enterprise IT Service Desk, using the ITIL Processes. Our end goal focus is a World-Wide single point of World Class Support for the total United States Army community. My concentration was:• Dashboards• Quality Assurance of the delivered raw Remedy & ACD data• Metrics development• Metrics reporting • Achieved ITIL V3 Foundations & ITIL Intermediate RCV certificationsIn the ITIL Framework I worked in:• Service Design• Service Transition • Service Operations• Continual Service ImprovementOn a daily basis, I accessed the Enterprise Remedy Database, ran scripts and processes to download all the previous days ticket data, converted that data to Excel, then took that data and prepared it for the rest of the team to analyze. Deliverables also included weekly, monthly, quarterly and Ad hoc reports which gave Commanders and Managers real-time high level visibility into the trends of the AESD Customer Support functions.

Executed a successful process redesign of the Service Desk at ONR to a OneDesk Concept, where all customer support requests at ONR were focused to one mechanism to support all of their needs. ONR customer support includes roughly 800 in-house customers and support for 5 Field Sites in the US and ONR Global (ONRG) customers stationed anywhere in the world. For ONRG we maintained their Exchange accounts, Blackberry Accounts, and Data Stores. Service Desk ticket tracking was accomplished by using Remedy AR System (ver. 7). Controlled all requests for support in a Tier I and II Support Desk, to include account creation/deletion, and customer support delegation to an eight person support desk, which was comprised of two Tier One and four Tier Two analysts, and one asset management specialist. We averaged 1800 support tickets per month. Additional support was given to ONR as the Service Desk point of assistance for creation, support, and maintenance of all SIPRNet accounts. Reported OneDesk Metrics to CIO and Program Management on a weekly basis.• Promoted to Service Desk Manager for ONR• Awarded Defense Programs Employee of the Month (Service Desk Manager ONR)• Team Lead/Queue Manager for DARPA• Tech Refresh Lead for DARPA (Six refreshes)• VIP Analyst for DARPA

Created a Corporate Network environment from the ground up. Company had no networked systems, no servers, and no infrastructure still running 8088 class systems in 1994 when I was hired to bring them forward. • Planned and implemented a Novell 3.12 Network• Maintaining budget constraints I moved them from this base to a 100 Mb Fast Ethernet LAN/WAN, with over 200 local nodes, File Server Running Novell Intranetware 4.11• Developed a comprehensive System Login Script for to enhance usability thereby making the network user friendly• My Division was the most profitable division in the Group for three years in a row 97 – 99, my role in this was maintaining the IT systems up at over a 99% rate

21 years dedicated to the service of the United States with 14 of those years in the Infantry where my ability to lead people was nurtured and honed. Vietnam Era and Persian Gulf - Disabled Veteran.• Managed staff in a multi-platform environment including PCs and Mini-Computers. Coordinated logistical efforts amongst worldwide data centers• Directed all operations including supplies, administering staff scheduling, performance reviews, and future requirements• Trained all staff in setup and breakdown of personal computers, and the Logistical Mini-Computer that kept an entire Armored Cavalry Regiment ready to fight during a combat tour• Trained same personnel in software installation and troubleshooting• Successfully implemented the movement, start-up, and continued operation of a new data processing facility in the Saudi Arabian Desert, during Desert Storm/Shield, including the development of the operational policies and procedures that were unique to the local operation• All processes were thoroughly tested in the during Desert Storm and Shield, where we were singled out as the top forward deployed data center