Roberta Townsend Email & Phone Number

Jbsa Randolph Afb

Randolph Afb Texas

Manage 18 contractors on staffComplete technical interviews for all potential A1SD employeesCreate and maintain A1SD 24/7 weekly work schedules Approval authority for A1SD time cardsEnsure employees have completed all required compliance trainingMonitor CCPulse Supervisor Desktop to ensure adequate phone coverageGenerate weekly, monthly, quarterly and yearly metric reports on the performance of the A1 Service Desk Maintain and backup Access databases for AFPOA (9 databases)Maintain AFPOA A1SD SharePoint siteAdmin rights to update PCs and network drivesBackup LEIDOS PM when on vacation – compile WAR reports and approve other task leaders timecardsTrusted Agent Security Manager (TASM) for CAC Pin Reset (CPR) 01/12 to presentResponsible for installing software to the CPR machines and ensuring updates are installed.Responsible for granting Certified Trusted Agent (CTA) to A1 Personnel to reset CAC cardsAsset users in resetting CAC cards when lockedQuality Control 01/14 to presentHead of Quality Control team to ensure tickets are being work per our SLAMonitor Enterprise Service Desk (ESD Remedy) and Serena tickets to ensure tickets are getting worked, closed and have proper information in themCreate and maintain A1SD Knowledge Base (Access Database) to assist A1SD personnel in finding quick answer to assist in phone callsAccount Management to include Cyber Liaison (CL) responsibilities for AFPOA/AFPC 01/13 to presentResponsible for ensuring all documentations on DDForm 2875, AF4394 have the correct signatures and then sign off as CL Submit ticket via IAO Express for Network account creation to include email Create Security Groups within Directory Resources Administrator (DRA)and apply to network folders with correct rightsAdd user to Security Groups within DRACreate Org boxes and assign correct permissions within DRACreate Distro list and add user to lists within DRAMaintain all documents in an access database for future inspections

Randolph Afb Texas

Manage 18 contractors on staffComplete technical interviews for all potential A1SD employeesCreate and maintain A1SD 24/7 weekly work schedules Approval authority for A1SD time cardsEnsure employees have completed all required compliance trainingMonitor CCPulse Supervisor Desktop to ensure adequate phone coverageGenerate weekly, monthly, quarterly and yearly metric reports on the performance of the A1 Service Desk Maintain and backup Access databases for AFPOA (9 databases)Maintain AFPOA A1SD SharePoint siteAdmin rights to update PCs and network drivesBackup LEIDOS PM when on vacation – compile WAR reports and approve other task leaders timecardsTrusted Agent Security Manager (TASM) for CAC Pin Reset (CPR) 01/12 to presentResponsible for installing software to the CPR machines and ensuring updates are installed.Responsible for granting Certified Trusted Agent (CTA) to A1 Personnel to reset CAC cardsAsset users in resetting CAC cards when lockedQuality Control 01/14 to presentHead of Quality Control team to ensure tickets are being work per our SLAMonitor Enterprise Service Desk (ESD Remedy) and Serena tickets to ensure tickets are getting worked, closed and have proper information in themCreate and maintain A1SD Knowledge Base (Access Database) to assist A1SD personnel in finding quick answer to assist in phone callsAccount Management to include Cyber Liaison (CL) responsibilities for AFPOA/AFPC 01/13 to presentResponsible for ensuring all documentations on DDForm 2875, AF4394 have the correct signatures and then sign off as CL Submit ticket via IAO Express for Network account creation to include email Create Security Groups within Directory Resources Administrator (DRA)and apply to network folders with correct rightsAdd user to Security Groups within DRACreate Org boxes and assign correct permissions within DRACreate Distro list and add user to lists within DRAMaintain all documents in an access database for future inspections

Randolph Afb Texas

Update Internet presence with new or changed information using Right Now Tech Web Author applicationCreate and maintain Intraweb presence with information for A1SD personnel and other AFPC offices to view using Microsoft FrontPageCreate Monthly briefs for AFPOA leadership to provide metrics and in-depth analysis of all primary/secondary production “Enterprise” (Military and Civilian Personnel Data Systems, and Network) assets. Generate weekly, monthly, quarterly and yearly metric reports on the performance of the A1SD call center using Crystal Reports on Remedy and CISCO databases Maintain A1SD personnel weekend work scheduleDeveloped and maintain documentation on Tactics, Technical & Procedures (TTPs) related to Web supportMonitor AFPC/A1SD and AFPC System Operations (DPDO) inboxesProduce PowerPoint slideshows showcasing A1SD metrics Manage improvements to Remedy Ticket application as new reporting requirements are implemented Provide call center relief telephone support using CISCO Agent

Randolph Afb

Arrange for and coordinate any downtime/outages for maintenance actions with prime customers, internal/external agencies, and with both the technical and functional personnel required to complete any future scheduled actions for all software loads, hardware configuration changes, and both internal/external network configuration changes on all civilian and military production, test and development servers/applications. Conduct pre-release hot-washes, post-release murder boards, CAB and DPD Ops BriefsManage and control the Authorized Scheduled Interruption (ASI) process and monitor PDS resources to provide operational and availability status for the entire PDS enterprise 24/7 Act on all reports for production outagesAssist senior management (Chief of Systems Operations, DPD) in determining ASI prioritiesMaintain documentation in a centralized database for all completed actions.Collect, assemble, and provide metrics and in-depth analysis of all primary/secondary production “Enterprise” (Military and Civilian Personnel Data Systems, and Network) assets for DPD leadership. These are produced weekly in the form of the weekly operations brief and monthly metricsAssist in the creation and dissemination of any internal/external maintenance notificationsEnsure After Action Report (AAR) is completed on all scheduled and unscheduled maintenance/outages. Backup and support DBO/Email/Web and Customer Support Representatives

Randolph Afb Texas

Monitor all AF Personnel Data systems to include notification to appropriate POC in the event of an unscheduled outage within identified thresholds.Update and maintain On-call listing and notes in Big Brother monitoring system.Update and maintain Shift Continuity Book for all personnel and shifts.Prepare and disseminate the Daily System Status Reports (SSRs) on a daily basis.Prepare and disseminate Notice to Airmen (NOTAM), Crisis Action Teams (CATS), and After Action Reports (AAR).Act as DPD/customer liaison to AF Portal (FAB) and all AF Communications hubs world-wide.Monitor A1 SERVICE DESK inbox and update Event Log continuously throughout the day.Develop and maintain documentation on TTPs related to DBO duties.Trained weekend DBO’sBackup, train and assist SDR’sBackup and support Email/Web Customer Support Representative.

Randolph Afb

Develop and maintain WebPages for the Air Force Personnel Office keeping in compliance with AF requirements.Developed and maintain documentation on TTPs related to Web support.Monitor AFPC/A1SD and AMS inboxes.Provided phone and email support during heavy call/email volume periods

Brooks Afb Texas

Develop and maintain WebPages for the Air Force Surgeon General Office keeping in compliance with AF requirements.Maintained the Air Force Medical Systems Knowledge Center and Virtual Library, Approve memberships, Assist customer to ensure sites are up-to-date.First line of contact for users of Air Force Surgeon General web-based applications, Respond to queries received from customers via email, phone, or fax on applications. Document known deficiencies to work with development staff on fixing problems.Create and maintain Web Registration and Web Surveys for the Air Force Medical community.Developed Access Database to track helpdesk calls and to provide metric reports.

Lackland Afb Texas

Maintained database used to coordinate training for Wilford Hall Medical Center (WHMC) core population of over 4500 usersDesigned, created, and maintained Access database to track Air Force Forms 3215 Communications-Computer Systems Requirements Document (CSRD), Scanned, processed and routed 3215s via LinkWorksSolved first level customer computer problems, created trouble calls using Heat 5.01 software, routed second level problems to Tech supportMaintained training calendar via the WHMC intranet web page. Member of the web development team assigned to design and update content for the WHMC System Flight web pages.User Manager for Windows NT had access to change passwords, reset and extend customer accounts