Rick Null Email & Phone Number

Oversee the management and positioning of the Blackberry AtHoc Enterprise Management System as well as liaison between specific programs and components in the federal space to increase productivity and shepherd best practices. Steer stakeholders towards more time to value outcomes based on current in place infrastructure as well as discover new possibilities. Act as a technical SME and consultant with forward thinking practices to serve the mission or missions at hand.

Recently re aligned to fall into an Enterprise Platform Services Branch supporting ServiceNow as well as liaisoning with other PaaS and SaaS offerings. Specializing on managing the business management of workflow, increasing the digital experience and delivering mission and user friendly applications and workflow management modules.

Recently recruited to help in the Solutions Delivery Delivery Division, acting as a SME on ServiceNow, automation and other platforms we host serving the enterprise to bring business solutions to customers needing rapid deployment to serve the missions we support.Serve as the functional subject matter expert of ServiceNow platform functionality.Provide ServiceNow platform expertise and contribute to IT Service Management transformation while supporting current state.Liaise with Process Owners to educate on functional capabilities, drive operational excellence and value realization of ServiceNow platform.Drive process definition, re-engineering, improvement and gap analysis of current/to-be processes with product owner(s), process owners and other key stakeholders.Work with process teams to identify areas of improvement, recommend solutions and engage in solution implementation.Promote continuous process improvement practices through process best practices, metrics/KPIs, dashboards and role accountabilities.Facilitate intake, product backlog grooming, story creation and sprint planning to ensure alignment with business objectives and value realization.

Undisclosed

Service Desk IT support including Information Security, Tier II/III support, Remote Management, Web and SharePoint Development as well as Service Desk oversight duties as assigned. ServiceNow ITPM. WinMagic Encryption business owner.

Chandler, Az

Handle DHS Component CR InquiriesInbound Calls - Change Control Customer SupportOutage Management informational Lead POC for ICE CR informationQuality Review of Change Request Tickets and proper closureFacilitate ICE CCB Meeting minutes and agendas on time frameDetermine through knowledge in ITIL, Configuration Management, Change Management, Lifecycle Management and implementations and deployments proper management and mitigation measures.Tools & Training InteractionTraining - New Process and ProceduresCurrently receive alerts from multiple sources security vulnerabilities, monitor DHS ISVM’s and timeline reporting dates to monitor CR’s into the enterprise from IAD and IDG for remediationAble to effectively to do proper AAR’s utilizing multiple inputs to come to a conclusion to after action results and implementing proper responses and forward thinking responsesSupport Package implementation.QA to handle documentation and Contact Matrix.Remedy queue provision and maintenance per support package and changes submittedSpecial Projects as assigned by Phacil Management and Federal Task LeadsReview Alert Handling Procedures (this is notification) for adherence to SOPsReview Incident Management procedures for all EOC departments for adherence to SOPsQA monitors and tracks compliance with SOPs for User Provisioning - This refers to end user account processes handled by the EOCQA reviews and tracks SOPs for patch/update procedures.In the current CM and Tier II/II liaison position, work daily, 50% of the time, to mitigate recurring issues and problems in the environment. Mostly focusing in identifying the issues, resolution and reporting to the specific areas of responsibility the issues. Report remediation testing and steps to all to solve issues.Developing of Service Desk support for new system and application rollouts, including maintaining communications with help desk analysts and functional ESB areas

Phoenix, Arizona Area

Team lead responsible with training, developing and motivating 1st shift Service Desk Analysts Working with and troubleshooting all Microsoft Operating Systems (PC - XP, Vista, 7) (Server 2003, 2008, 2010).Microsoft Administration, Active Directory, and Group Policy maintenance and configuration.Microsoft Exchange server, Outlook.Microsoft SQL - basic queries and backup administrator.Direct interface with Network Operations Center (NOC) implementing port – blade – switch configurations.Wireless card configuration and setup in Secure Environments.VPN, Remote Access configuration and support.Working knowledge of IP addressing protocols, LAN and WAN configurations.Securedoc Server/Winmagic encryption administration and configurationSkilled in troubleshooting hardware and software with Printers, Scanners, Faxes and all -in- Ones.Configuration of Hand held devices.PC desktop - laptop configuration and set up for Domains.Basic Domain Administration of User - account Maintenance.Coordinate with Network outage managers to ensure proper escalation is accomplishedQuality Assurance compliance, training and documentation for implementation for analyst ITIL troubleshooting and resolutionSME for telecommunications issues and resolutionsSME for iPhone and GOOD For Enterprise service desk implementationAvaya CMS Server 16.2 Reporting and management professionalTelecommunications troubleshooting expert

Mesa, Az

Currently in transition back into Operations, Project Management and Information Technology sectors. Re-careering after a 6 year hiatus in retail management. Recently received CompTIA A+ ,CompTIA Network+ and CompTIA Security+ certifications to bolster resume. Doing contract IT solutions and smaller remodeling projects to augment income until the right fit presents itself.

• Helped with PC and network adds, changes and moves.• Performed work involving electrical, plumbing, HVAC and general maintenance dutiesmeeting codes.• Facilitated scheduled maintenance on 40+ buildings and their systems minimizingdowntime.• Diagnose and repair major appliance issues for cost effectiveness.• Supervise groups up to 400 volunteers for targeted on site projects increasing theirproductivity and efficiency.• Interfaced with a staff of over 60 to timely remedy facilities maintenance issues.

• Helped with in store PC diagnostics and repairs.• Add new network drops and facilitated new PC installs.• Instructed staff on how to handle difficult and complicated sales resulting in on timeproject management for the customer.• Trained and managed 12 associates and achieved significant improvements in theirproductivity.• Conferred with company officials to develop methods and procedures to increase sales,expand markets, and promote business.• Trained 6 people in total customer service at contractor desk increasing customerloyalty.• Applied marketing and sales techniques to upsell all aspects of construction supplychain to contractors, handymen and industry specific laborers.• Hired, trained, and evaluated personnel in sales and marketing establishments,promoting and terminating workers when appropriate.• Directed, supervised and mentored employees engaged in sales, inventory-taking,reconciling cash receipts, and in performing services for customers.• Responsible for 20% of stores overall revenue.• Surpassed store comp sales by 400% in 2010 and 150% in 2011.• Secondary supervisor over millworks, kitchen design, electrical, building materials andplumbing to facilitate excellent customer service.• Responded to written and telephone requests for materials meeting customers' deadlines.• Researched and recommended to customers best and most cost efficient products for theirproject.• Authorized payments and merchandise returns.• Enforced safety, health, and security rules to create safe and customer friendlyenvironment.

• Networked and contracted ($300k a month) with large telecom organization for voice anddata network services as well as points of presence.• Developed and interpreted organizational goals, policies, and procedures.• Executed daily operations of reporting, network management, backup procedures andcustomer service results.• Assigned and reviewed the work of systems analysts, programmers, and other computer-related workers.• Maintained all PC’s, servers and network components including software and hardware.• Managed desktop and server telephone support and help desk calls for remote assistance on switching software and OS problems. • Stayed abreast of advances in technology.• Consulted with users, management, vendors, and technicians to assess computing needsand system requirements.• Directed daily operations of department, analyzed workflow, established priorities,developed standards and set deadlines.• Restructured and improved reporting for greater visibility of profit and loss.• Prepared and reviewed operational reports and project progress reports.• Reviewed project plans in order to plan and coordinate project activity.• Spearheaded new equipment efforts.• Purchased necessary equipment.• Recruited, hired, trained and supervised staff, and participated in staffing decisions.• Controlled operational budget and expenditures.

• Supervised 40 employees, scheduled work hours, resolved conflicts and determinedsalaries.• Managed and streamlined telecom switching and billing platforms for a more profitablearchitecture and smaller foot print increasing top line profitability.• Successfully managed a 4-person team over switching operations.• Hired, promoted, discharged and transferred employees.• Negotiated 30% decrease of cost of goods sold through contract negotiations ($1mcontracts monthly).• Procured telecom circuits with expedited process to get service up and running 50%faster than industry normal timelines.• Proficient in least cost routing, trunking, routing, rate tables, diagnostics andrepair of telecom switching platforms, equipment and circuits.• Proficient in hardware and software procurement, installation and maintenance enablingmanagement to increase employee performance.• Coordinated work activities of various operational departments to minimize processconflict.• Maintained all PC’s, servers and network components including software and hardware.• Managed desktop and server telephone support and help desk calls for remote assistance on switching software and OS problems.• Wrote, designed and produced reports utilizing Crystal Reports to report within a +/-1% forecast accuracy for managing cash flow for return on investments.• Evaluated data, such as traffic loads, speed and accuracy of message handling and costfactors to improve services.• Handled management technology including database design, implementation, analysis,proposal design, PBX installation and configuration, internet and intranet design andmaintenance.• Trained personnel in Microsoft NT 4.0, QuickBooks, Peachtree, All Windows OperatingSystems, Office Pro, numerous desktop publishing programs, web design, contact managementand networking fundamentals for professional growth and ease workloads.

Mesa, Az

* Developed and interpreted organizational goals, policies, and procedures.* Consultant in general business practices and work flow analysis.* Stayed abreast of advances in technology to help companies to be on the leading edge of technology flow.* Experienced in venture capital from start up to SEC filings. * Trained and managed clients in Microsoft Office Suite and Goldmine/Heat contact management to achieve significant improvements in their productivity and communication.* Evaluated the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.* Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.* Consulted with users, management, vendors, and technicians to assess computing needs and system requirements.* Responded to written and telephone requests for services and hardware to increase business flow processes.

• Maintained sales forecasting reports.• Implemented computerized call tracking and accountability.• Kept informed on industry news and trends, products, services, competitors, relevantinformation about legacy, existing, and emerging technologies, and the latest product-linedevelopments.• Visited prospective buyers at commercial, industrial, and other establishments to showsamples and catalogs, and to inform them about product pricing, availability, andadvantages.• Executed daily operations of sales call tracking.• Documented account activities, generated reports, and kept records of businesstransactions with customers and suppliers.• Attended trade shows and seminars to promote products and to learn about industrydevelopments.• Supervised and managed a sales force of 8 for an institutional food service brokeragefirm.• Researched and identified potential customers for products and services.• Prepared and delivered technical presentations that explained products and services tocustomers and prospective customers.• Identified resale opportunities, and supported them to achieve sales plans.• Accountable for several large distributors marketing and sales goal attainment.• Attended company training seminars to become familiar with product lines. • Collaborated with sales teams to understand customer requirements, to promote the saleof company products, and to provide sales support.• Developed sales plans to introduce products in new markets.• Assessed training needs of staff and arranged for and provided appropriate instruction.• Served as board member for Arizona Restaurant Association, including annual ArizonaRestaurant and Lodging Show.

• Was instrumental in increasing territory sales 1000%.• Structured and maintained a database of promotions and specials and automated processto get into customers hands weekly.• Monitored market conditions, product innovations, and competitors' products, prices,and sales.• Identified prospective customers by using business directories, following leads fromexisting clients, participating in organizations and clubs, and attending trade shows andconferences.• Contacted regular and prospective customers to demonstrate products, explain productfeatures, and solicit orders.• Answered customers' questions about products, prices, availability, product uses, andcredit terms.• Provided customers with product samples and catalogs.• Consulted with clients after sales and contracted signings in order to resolve problemsand to provide ongoing support.• Obtained credit information about prospective customers.

• Monitored market conditions, product innovations, and competitors' products, prices,and sales.• Identified prospective customers by using business directories, following leads fromexisting clients, participating in organizations and clubs, and attending trade shows andconferences.• Contacted regular and prospective customers to demonstrate products, explain productfeatures, and solicit orders.• Answered customers' questions about products, prices, availability, product uses, andcredit terms.• Provided customers with product samples and catalogs.• Consulted with clients after sales and contracted signings in order to resolve problemsand to provide ongoing support.• Obtained credit information about prospective customers.

Comptia Security + Certification, Information Technology

Comptia Network + Certification, Information Technology

Comptia A+ Certification, Information Technology

General Studies, Marketing, Cummunications

Education record

Education record

Education record