Robert C. Email & Phone Number

Project manager on a team of DSO and software engineers supporting the development, operations, and developer experience for cloud based software development platforms. Serve in the role of scrum master on the team utilizing agile methodologies. Manage the cost, scope, and delivery of a 2 year project. Develop and implement change, incident, configuration.

Executed project management utilizing Agile methodologies for software development projects. Managed manning and financial aspects of a $16M DoD contract.

Led a team of IT Operations technicians supporting a software development platform solution. Played a key role in obtaining a rare three year authority to operate (ATO) of the platform.

• Manage Level II helpdesk support for military installation, supporting over 2000 users
• Oversee operations and readiness for 15-person team
• Trained in network management, server management, communications security, and configuration management
• Received specialized training in new network and server installs containing software servers such as DNS, DHCP, exchange, and active directory
• Completed technical school as distinguished graduate with program average of 98.4%
• Recognized as top performer in Global Medic joint exercise leading team of 2 supporting 100+ users

• Managed level I (Comm Focal Point) and level II (Client Support Technician) support teams for an Air Force Central Command Air Base, supporting over 4000 users
• Managed 2 departments totaling 24 military/5 contractors in a deployed environment
• Section earned 4 awards for performance excellence
• Provided 24/7 VIP support for 17 VIP personnel
• Tracked/issued 300+ approved service interruptions/tasking orders for $148M network
• Managed Windows OS migration project transitioning 3,000+ systems to Windows 10

• Manage daily 24/7 operations of a military Network Control Center including the restoral of high-level outages, coordination of approved service interruptions and periods of non-disruptions supporting 30,000+ user base
• Manage over 4000 incidents per month including over 30 high priority outages per month for immediate resolution, coordinating quick response between 5 support divisions
• Conduct regular trending analysis to identify shortfalls in enterprise ITSM processes or deficiencies in execution of current processes
• Authored and implemented 8+ new standard operating procedure documents in order to standardize section taskings
• Developed and implemented training program provided to all new users to the organization leading to improved execution of incident management process
• Received two awards for performance excellence

• Supervised the daily operations and workload assignment of 30 desktop support technicians and 3 configuration management specialists supporting 14,000+ client workstations
• Maintained over 95% on time resolution of over 500 incidents and change requests per month
• Provided 24/7 VIP support to 15+ VIP users. Routinely communicated with high level government customers
• Regularly trained technicians in a classroom environment
• Managed and maintained 14 leased vehicles assigned to department to include routine maintenance and collision resolution
• Chaired weekly meetings between multiple departments, keeping employees up to date with statuses, sharing knowledge, and managing expectations leading to improved support processes

• Supervised the daily operations of 4 employees and provided ticket, asset, and software tracking using BMC Remedy 7.6
• Managed Windows 7 migration project transitioning 14,000 computers to updated OS
• Provided quality assurance for the data in BMC Remedy database to include over 500 change requests and 500 incidents per month
• Responsible for accuracy of over 20,000 hardware and software asset records
• Provided business intelligence to management facilitating informed decisions using SQL queries and excel tools
• Coordinated tasks between 5+ different departments ensuring efficient resolution and process execution

Master Of Science - Ms, Information Systems Management

Bachelor Of Science - Bs, Professional Communications/Information Systems

Graduated Summa Cum Laude (3.96 GPA)

Associate Of Science - As, Information Systems Technology

Associate Of Science - As, Microcomputer Technology