Serve as the ServiceNow Platform Administrator for USAFRICOM. Maintaining the stability and usability of the platform across multiple on-prem production and non-production environments. Performing application maintenance to include performance monitoring, error identification and remediation. Managing support for incidents along with managing instance security: user/group access, administration, access control lists. etc. Design, develop, configure, and customize ServiceNow applications and services. Utilizing JavaScript for low-code solutions. Engineering the platform and policies to meet the clients requirements. Configuring and developing the Service Catalog to include workflows behind requests.

Maintain and administer computer networks and related computing equipment including computer hardware, systems software, applications software, and all configurations. Ensure proper baselining and patching of systems, STIG and SCAP compliance, installation and deployment. Perform Tier 1/2 Hardware repair for computers, print devices, digital senders, A/V equipment, VOIP phones, and associated IT peripherals. Provide end-to-end system administration to client systems with installing and configuring Microsoft Office Product Suites and provides support to other authorized software. Provide technical support and management utilizing Cisco Identity Services Engine (ISE), Microsoft Systems Center Configuration Manager (SCCM), Microsoft BitLocker Administration and Monitoring (MBAM), Microsoft Identity Manager (MIM), and Active Directory (AD). Perform troubleshooting, reporting and/or escalation of system outages or events. Provide customer-based application training, develop training documents, and take part in application/product develop/test beds to include application/product roll outs. Analyze, write and improve Knowledge Databases and Standard Operating Procedures (SOP) to reduce resolution wait times, improve actionable response times and maintain contractual compliancy. Manage the Loaner Laptop Library, with over 100 assets. Manage, image, troubleshoot, issue, and track the assets for the Loaner Laptop program. Issued, configured, and installed over 1000 laptops during the start of the COVID-19 pandemic. Currently manage four team members.

Lead team of 7 network and system administration technicians that perform the life cycle replacement of PCs, laptops, printers, Multi-Function Devices (MFDs), IP telephones (7000 and 8000 series), and desktop VTC devices. Coordinate tasks with project stakeholders along with customers on scheduling equipment installations. Conduct site surveys for upcoming LCR projects. Coordinate network port security readiness with the AFRICOM Network team. Perform asset tracking, task and resource allocation, variance and statistics tracking, and daily, weekly, monthly reporting. Manage, image, troubleshoot, issue, and track the assets for the Loaner Laptop program. Configure, install, PCs, laptops, printers, Multi-Function Devices (MFDs), IP telephones (7000 and 8000 series), and desktop VTC devices, and troubleshoot Provide post-installation Tier 1 and Tier 2 support to customers, including Generals, SESs, and Ambassadors.

Provided Tier II and Tier III troubleshooting and problem resolution for classified and unclassified server and network enterprise services for core Microsoft technologies including Active Directory, Server 2008 R2, Server 2012 R2, Threat Management Gateway, Forefront Identity Manager 2010, DNS, DHCP, and PKI in a physical and virtual (VMware) environment. Must have deep understanding and knowledge of Server 2008 R2 and Server 2012 R2 operating systems to include installation, configuration, patching, and maintenance. Responsible for updating the security posture of assets in the vulnerability management system of record and submissions of waivers and risk acceptance for non-mitigated findings. Used Remedy ITSM to track network, server, and services outages and issues and provides incident and problem management. Monitored all network services using Systems Center Operations Manager and What’s Up Gold technologies. Used Systems Center Configuration Manager 2012 to apply operating system and application patches, hotfixes, and upgrades. Developed and maintains updated SOPs/TTPs for network enterprise servers and applications.

Served as operations center crew lead for swing, mid, and weekend shifts. Provided training for oncoming shift personnel. Was responsible for all after-hours shift scheduling ensuring no gap in coverage. Conducted mid-year and annual reviews of shift personnel. Outlined after-hours duties and responsibilities and kept them informed of any updates or changes. Managed and coordinated changes to the IT/IS infrastructure. Supervised and providedsystem administrator support for the integration, operations and maintenance for information system management, products, services and capabilities on several classified and unclassified networks.