Reginald G. Email & Phone Number

San Antonio, TX, US

San Antonio, Texas Metropolitan Area

• Utilize ITIL principles in accordance with any processes in place in the AETC Automated Service Desk (AASD) (e.g. - Incident, Access, Problem, Change, ASI).
• Utilize the government trouble ticketing system in place to provide and request quality updates
• Track and regularly report anomalous events/trends to government department representatives.
• Keep consistent situational awareness via dashboards on the ticketing and call management systems, as well as any other provided tools (SMT, Genesys, Pulse but subject to change).
• Utilize verbal and written communication to alert other personnel in the AASD of any unusual events/trends.
• Bear and utilize knowledge of all RT&E wireless mission systems the AASD supports, all relevant actions and reactions needed to fulfill the requests and needs at the lowest level for any and all customers.

San Antonio, Texas Area

• Focused and studied in Cybersecurity basics including monitoring, analyzing, detecting, and responding to cyber events and incidents within information systems and networks.
• Demonstrated knowledge in testing, implementing, deploying, operating, maintaining, and administering infrastructure hardware and software required to manage an organizations cybersecurity operational service
• Developed Secure Windows Server 2016 and Network Security skillsets
• Conducted security audits to safeguard against unauthorized access to an organization’s data
• Collaborated with team to solve convoluted problems with the networks
• Interacted and communicated with all levels of leadership to ensure complete customer satisfaction

San Antonio, Texas Area

• Overhauled delinquent training platform, streamlined 25 agencies on disaster and recovery applications with organization savings of $2 million annually.
• Developed crisis response scenarios; complied findings on effectiveness and readiness of 3800 personnel for local Department of Defense executive committee
• Lead developer for multi-agency training program, reducing re-cert and manpower loss by 70%, and decreased outsourcing cost by $1.1 million per annum
• Preferred mentor for multi-disciplined corporation on organizational culture and employee norms

San Antonio, Texas Area

• Executive staff delegate in charge of ensuring creation of local area protocol that aligns with federal mandated law to safeguard 450K personnel during an incident response.
• Project manager in charge of regional training competency standards for emergency response assets reducing degradation of proficiencies by 60%
• Assessed the San Antonio military community on practical application of active shooter counter-measures in accordance of Department of Homeland Security guidance.
• Customer relations managers; resolved client disputes, training newly assigned personnel and complied and reported findings to key executive and manager staff

Information Technology

Associate Of Arts And Sciences - Aas, Electronic System Technology

Associate Of Arts And Sciences - A.A.S, Practical Nursing Technology