Robert Hughes Email and Phone Number

• ITSM Implementations• Configuration, Customization, and Branding• Security Hardening, Users Roles, ACLs• JavaScript, Client Scripts, UI Policies, UI Actions, Business Rules• Mobile Platform Configuration• ITOM, CMDB, MID Server, Discovery, and Integrations• Incident, Problem, and Change Management• Service Catalog and Service Portal• Employee Center and Knowledge Base• Flow Designer and Workflows• Performance Analytics, Dashboards, and Reports• Dev, Test, Prod - Update Sets, Repositories, Cloning• Azure DevOps• User Acceptance Testing• Agile Methodology

• Certified System Administrator• Certified Application Developer• Certified Implementation Specialist - IT Service Management• Certified Implementation Specialist - Discovery• 7x micro-certifications covering Service Portal, Agile and Test Management, Flow Designer, Performance Analytics, Citizen Developer Core Skills, Citizen Developer Application Creator, and Now Assist Executive.• Configured CMDB, Discovery, and LDAP integrations with a VM Windows Server, Active Directory, Windows 11 clients, MID Server, and ServiceNow PDI, leveraging experience and applying new skills.

• Managed a 7-member IT team, improving IT operations for 150 staff members and classroom environments serving over 4000 students annually.• Directed lifecycle management, system configuration, software integration, and vulnerability management for over 2000 computer systems while ensuring maximum up-time to the organization.• Administered over 300 ServiceNow incidents, service requests, and change management to the Network Enterprise Center enhancing organization productivity through efficient IT service management.• Spearheaded network modernization initiatives, integrating over 80 new fiber modems, routers, and switches for the satellite tech control facility to support operations for all branches of the DoD, enabling over 3000 service members to train on the latest technology.• Led the development of over 30 new courses on the Cyber Virtual Training Environment, aligning with requirements from the US Army Training and Doctrine Command.

• Delivered technical training on information systems and communications equipment to over 600 service members annually, resulting in a 98% pass rate.• Won the 2021 Instructor of the Year competition at the Cyber Center of Excellence over 600 peers and awarded by the Commanding General.• Nominated as the first instructor representative for the cadre resiliency program for the Cyber Center of Excellence, mentoring over 2000 leaders across the installation.• Analyzed, developed, implemented, and evaluated over 50 lesson plans for military occupation specialty producing courses for institutional and organizational environments.

• Managed five subordinate units' IT requirements and coordinated with remote HQ elements ensuring lifecycle management, IT operations, and compliance standards for over 1200 employees.• Implemented over 120 Iridium Nano devices into unit communication plans through GEC2O networked systems in support of operational communication requirements in the region.• Created robust communication contingency plans for the Northern Warfare Training Center leading to successful training of over 2000 service members from all branches of the military, while adhering to strict training regulations in an austere environment.• Installed and validated new Centralized Aviation Flight Records System servers and 50+ end-point systems for all aviation assets, enabling seamless flight records and backup logs for over 400 aviators on the installation.

Executed the installation, operation, and maintenance of all communication systems for MEDEVAC operations, resulting in over 300 successful deployment missions.• Implemented a cohesive unit level maintenance program that was recognized at the installation level and awarded by the Commanding General.• Directed unit signal training and provided technical advice to command.

• Lead mechanical engineer for all prototyping, design, product development, and manufacturing processes for over 30 new products released to market resulting in over $2 million dollars in annual revenue.• Implemented detailed assembly diagrams and instructions reducing manufacturing and assembly costs by 15%.• Managed manufacturing lead times, assembly, inventory, and sales projections to meet production requirements and ensure delivery to distribution networks.

• Managed IT requirements for 40 employees, overseeing Windows Server, onsite/offsite backup solutions, Microsoft Exchange Server, user desktops, engineering workstations, specialized manufacturing systems, Active Directory, and user privileges.• Ensured compliance with HIPAA guidelines while maintaining medical PII patient information for all company patient records.