Richard Gore Email and Phone Number

Lead and support configuration change tracking and documentation control; efforts include (but are not limited to) concepts of operations, requirements identification and documentation.• Plan and manage CM, as well as, collaborate with engineering teams in the performance of CM tasks and the execution of configuration control.• Collect, evaluate, and summarize capacity, performance, resource, complexity, and workload data to recommend improvements to IT delivery processes for maximizing the effectiveness and efficiency of people, processes, or technology(e.g., streamlining and innovating.)• Perform change control and configuration audits.• Uses or recommends automated CM tools to implement CM policies and procedures.• Develops or modifies CM plans, policies, and procedures tailored to the complexity and scope of the system.• Ensure contract personnel are aware of and adhere to established policies and procedures.• Define, monitor, and report performance against service level agreements(SLAs)• Manage the integration of all IT services and releases(projects)

Translated complex system issues into functional/ technical designs for the development team.• Assisted with the testing and evaluation of new systems or updates to existing systems to meet client needs.• Applied agile project management to projects.• Managed a complex ETL environment across multiple database technologies.• Researched, identified, and made recommendations about resources required for task execution and completion.• Scheduled outages, system preventative maintenance or any item that requires future coordination in accordance with DoDDS-E mission requirements to ensure non disruption of educational activities. • Restructuring of organizational footprint within the Task Management Tool• Participated in senior briefings to mitigate recurring issues both internally and externally.• Collaborated with outside organizations such as HQDA and Eucom to efficiently and effectively disseminate intelligence.• Worked alongside the SGS staff (Secretary of the General Staff) to facilitate work requests and fulfil the commands daily obligatory duties.• Gathered, processed, and analyzed system and operational utilization data.• Monitored the SIPR net on behalf of the SGS while completing taskers and instructing users how to navigate successfully within the parameters of the system.• Entered support requests in the tracking system, triage requests and coordinate with appropriate support personnel while maintaining accountability and tracking user account creations, termination requests, and reset requests.• Provided weekly training (DCS /in person) on the Task Management Tool to civilian and military personnel.

Drove $3K in acquisition conversions, validated $345K technical supplies acquisitions, and monitored $25K of self-help store stock.• Assisted in the PPBE process for the current fiscal year, the out years, and compared and analyzed historical financial data.• Maintained records and reports of historical data, while preparing acquisition and technical reports to brief to senior leadership, and develop standards of processes.• Lead sub units of 200+ airmen in operations, logistics, and monitored man-hours across 50+ facilities for a total of over 30,000 man hours.• Acted as the teams Logistics SME by briefing MSDS procedures and proper HAZMAT techniques and ensuring emergency item availability; Streamlined 4,000+ service calls and 500+ work orders on a weekly basis while cutting RVW time by approximately 50%;• Supervised and recorded approximately 12 cost centers weekly schedules into IWIMS (Interim Work Information Management System); Oversaw and approved work clearance requests, work requests, and warranty programs.• Researched and analyzed systems and programs to proactively identify issues and recommend solutions including tradeoffs in terms of required capabilities, costs, and schedules.• Ability to shift priorities to meet new critical deadlines as they arise from OSD, Congress, or FOIA requests to provide to senior leadership.

• Installation, assistance, and troubleshooting of issues with Microsoft Windows 7, Windows 10, Microsoft Office 2013, Adobe Acrobat Professional, Symantec Anti-virus, Citrix, VPN, etc.• Installation, assistance, and troubleshooting of laptops, desktops, printers, multifunction devices, scanners and other various hardware technologies.• Create and update IT support tickets per team standard operating procedures.• Provide customer service support for email, hosted applications, desktop, system and network problems within defined service-level agreements.• Walk customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems.• Troubleshoot customer IT service issues to resolution or escalate to senior engineers and/or service account managers as necessary.• Ability to prioritize and independently manage time on multiple projects simultaneously.• Self-identify areas of improvement related to process and technology.• Assist with the generation and maintenance of IT solution requirements.• Provide on-call support.

• Provides technical guidance to service desk analysts and assists users in the resolution of IT issues in a timely manner while providing excellent customer service.• Monitors all service requests and incident records to ensure that all service requests are addressed in accordance to Navy policies, procedures, and performance standards.• Assists customer users in the areas of desktop application support, password reset, and general computer troubleshooting tasks.• Interviews users to collect information about problem(s) and leads user through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware such as modem, printer, cables, telephone, or by software.• Assists in providing knowledge management artifact creation and verification.• Logs and tracks calls using problem management database, and maintains history records and related problem documentation.• Prepares standard statistical reports.• Coordinates status with customer users until requests/incident is closed in the ticketing system.

Supporting the program management office by providing program and budget oversight and assisting agency in developing acquisition strategies, statements of work, market research, Independent Government Cost Estimates (IGCE), Concept of Operations (CONOPS), Capacity Development Documents (CDD), and Capacity Production Document (CPD).Participate in Acquisition Strategy Reviews prior to contract awards and continue providing support through solicitation, preparation, administration, and closeout along with monitoring the implementation and changes as they arise to ensure milestones and deliverables stay on schedule.Provide technical support throughout the entire life cycle process through system development, production, fielding, modification, and sustainment.Responsible as the team lead of five individuals. Assign and divide tasks as appropriate. Change team tasks as priorities shift in order to meet client deadlines. Monitor each individual’s progress to ensure team is progressing on schedule to meet goals. Identifying, diagnosing, and resolving issues in computer hardware and software in a mainframe systems such as laptops and PCs.Installing and upgrading hardware and software. Providing complete assistance while configuring hardware, software, and peripherals of the end user systems.Provide general desktop support, project coordination, imaging/reimaging PCs, and laptops.Resolving network related issues like local area connection problems, network access, e-mail, internet, and dial in.Coordinating with a third party service provider for timely repair of the system under the maintenance agreement warranty and repairing minor flaws in hardware if not covered under the same.Maintain team SharePoint site and upload necessary documents for all to easily find and access.Basic SNMPC knowledge, experience with active directory, prepped switches for said deployments, joined systems to the domain.

Maintained, analyzed, planned, scheduled, and managed warehousing plans and procedures to meet compliance standards and maximize distribution efforts.Communicated with vendors to efficiently resolve various distribution issues within a timely manner; Created and maintained excel dashboards that track incidents and corrective actions for Production Planning purposes; Incident reports help the Customer Service, Sales and Finance departments to optimize systems and business procedures.Developed, implemented and reported business improvement plans aimed to reduce cost while maximize efficiency.Gathered and conducted data analysis in excel targeted to improve supply chain operations.Showed initiative by noting important milestones in plans and contracts to track compliance and ensure no technical or operational issues occurred prior to deadlines.

Detected, mitigated and prevented fraud by utilizing Lexus Nexis and Credit Browsing software.Managed and trained individuals on proper techniques, system updates, deciphering patterns, and career development; Responsible for complex research and data analysis to assess levels of credit risk for clients and customers.Acted as the Policy and Procedure Liaison by updating the team on a weekly basis in regards to recent policy and procedure changes; Proactively sought to increase and track the team’s long-term performance goals to meet constant security changes.