Deployed and managed business intelligence (BI) tool in non-secure (NIPR) and secure (SIPR) production environments. These systems were utilized by Joint Staff J-7 (Training) for worldwide training events. • Developed documentation, training, and provided SME-level support. In addition, led discussions and provided guidance in monthly user group meetings. These actions resulted in the creation of standard operating procedures for user manuals as well as troubleshooting FAQs.• Achieved and maintained 100% availability of the BI tool while maintaining security posture compliance. Also, determined scope and prioritization of feature requests which provided increased functionality for the user community.• Analyzed, gathered, and documented business needs from user community, translating into system requirements and providing guidance to development and test teams.• Utilized JIRA, Intelink, SharePoint and other government-provided repositories, ensuring prioritization of work effort and release integrity

Oversaw network support and infrastructure for Richmond facility including endpoint protection, web filtering, intrusion protection and detection systems (IPS and IDS). Ensured adherence to infrastructure compliance and information assurance requirements. Provided operational and technical support for the GCSS-Army Scheduling and Administration Tool (GSAT).• Led requirements gathering and project management of disparate resources. This allowed various levels of leadership to focus on their areas of interest. • Managed functional team leads, development team, and stakeholders - fostering cohesive unified outcomes. This facilitated the timely deployment of training teams worldwide, leading to a successful rollout of the US Army’s premier logistics automation tool.• Delivered technical support as a Subject Matter Expert (SME) for resolving complex customer issues which resulted in continuous improvement of the product

Provided operational and technical support of policy server and directory infrastructure. • Developed and improved performance reporting, KPIs, and analytics, improving to improve user web access management experience.• Created, updated, and reviewed technical documentation for target audience consisting of standard operating procedures (SOPs), support flows and RACIs resulting in troubleshooting efficiencies• Led troubleshooting efforts within identity access management (IAM) and offered improvements based on root cause analysis, improving login experience for end user.• Automated manual processes, enhancing quality and speed of service• Implemented best practices and leading technologies such as Ping Identity, Radiant Logic VDS, and LDAP, maximizing system performance

Provide leadership and coordination for the deployment of IT testing and production transition in support of large and complex IT projects and efforts. • Provide leadership and coordination to technical subject matter experts (SMEs) for the build, testing, production certification and production transition of web application, middleware, database, file transfer, application interface and network connectivity components related to infrastructure build projects, in accordance with high-level / detailed IT engineering designs, network topology diagrams, and requirements traceability matrices. • Work with technical SME resources to ensure that delivered IT infrastructure solutions conform to enterprise standards, and that new standards, features, and functionality are efficiently and effectively transitioned to production engineering and support personnel.• Assist the Program, Project Managers and Technical Leads with developing work breakdown structures for the build, testing, production certification and production transition of IT infrastructure projects. • Develop summary and detailed test plans, based on use cases and business requirements, for testing IT components to include, but not limited to, application / database servers, middleware services, file transfer facilities, failover capabilities, network, authentication / authorization services, disaster recovery, performance and capacity testing for small to moderately sized IT projects.

• Manage the day to day operations of the data center and provide the needed assistance to all users, to include corporate, government, and contractor personnel.• Manage Monitoring systems including: Network Communications/bandwidth usage Server system performance for AIX, HP-UX, Solaris, and Windows servers Directory services (DNS, LDAP, etc) Support project tools to include Mercury, InfoPak, ARIS, and Risk Radar• Provide upper management & other groups with reports in order tomaintain determined SLA/quality standards and for proactive planning.• Maintain data back up systems and keep related disasterrecovery/business continuity plans up-to-date

Perform a variety of functions – testing, configuration, technical support, documentation, and deployment – in support of the Army logistics applications to units worldwide.• Setup networks, servers and desktops for classroom and development environments. Installation and administrative duties include Windows 2000 and XP, Server 2000/2003, Solaris 8/9/10, Oracle 9i, as well as LAN components.• Develop and maintain System Support Reference Guide (SSRG) for installation and configuration of the PBUSE system. This document assists field engineers and end users resolve issues at locations worldwide.• Establish and maintain Framemaker templates for the SSRG. Serve as Subject Matter Expert (SME) for Framemaker issues at Chester location.• Knowledgeable in virtual classroom technologies to include WebEx, KMx, Citrix, and SameTime.• Proficient in the entire suite of Info Pak products to include Glossary, Publisher, Simulator, Config Tool, and GuiPro.

Performed a variety of functions as they pertained to the testing, deployment, and integration of a Java-based, web-enabled product suite for the commercial building automation and energy services industries. • Created and maintained online help via intranet website for system integrators and end users. Implemented knowledge-base tools and functioned as SME administrator.• Coordinated and maintained configuration and change management documents for the various releases and patches – to include dozens of point releases. • Tested and implemented Oracle CRM and iSupport modules for the technical support group for call tracking purposes. Created documentation and training for users

Performed full range of tasks related to the deployment and integration of IP-based unified messaging software. • Deployed VoIP unified messaging software into unique integrator and customer trial environments worldwide which replaced existing, traditional phone systems. • Worked with technical marketing management to coordinate the development of subscriber provisioning and billing tools for customers resulting in targeted revenue streams.• Created and updated Engineering Reference website as a resource for sales engineers and integrators which provided product-related developments to field offices.• Consolidated product deployment documentation and maintained a FAQ database which enhanced sales support and simplified information research.• Served as product SME and editor for instructor-led and web-based training materials facilitating product knowledge transfer on a global scale.