As the OCIO LivIT Workforce Enablement Program Leader, I am a key member of the OCIO leadership team leading the strategy, development, delivery, and support of critical LLNL systems and services spanning enterprise content, digital experience, search, identity, voice and video, messaging, collaboration, system and device management, and cloud operations. As the Computing IT Solutions (ITS) Division Leader, I provide management oversight and leadership, recruiting, workforce planning, performance and salary management activities for the division using knowledge of the program to help guide strategic planning within the Computing Directorate.

Developed system integration between ServiceNow and the Cisco Unified Communications environments, enabling ease of management for all desk phones, softphones, voicemail, Webex account administration, onboarding and offboarding of employees. Created several self-service portals, enabling customers to request immediate updates to their devices and services.

Service Manager for Voice Services, lead the effort to deploy VoIP services to the Laboratory. With the Voice Services team and the larger VoIP project team, working with the programs to convert from ISDN phone service to VoIP. Identifying lines that need to remain or become analog vs. VoIP, consulting on lines that can be eliminated due to the versatility of VoIP services, and working through security issues VoIP may present in more secure locations. Identifying new challenges that may present themselves due to VoIP services, i.e. E911 issues. Helping to identify and define automation opportunities to better manage voice services, define supporting architecture, and evaluating features that may be better utilized by the Laboratory population.Worked with the ICS EIS Service Desk to provide support for the Enterprise Services Infrastructure within ICS. Helping to define and provide metrics to measure our support services. Helping to provide coordination for support throughout EIS. Working with the ITSM team to help define a service catalog and help with the migration to FrontRange v. 7.Worked on a mobility project to show how the Service Desk can provide more efficient and timely support using iPads.Worked with a small team on the Unified Data Storage (UDS) Project to consolidate file servers to a centralized UDS and migrate Access Database applications to an isolated server instance on the UDS for future ease of management and consideration for roll-up into a more supportable Business Application environment.Lead the Access Database Migration effort.Worked with Access Database owners to migrate databases with minimal downtime (usually less than ½ hour downtime).Worked with the Desktop Support Team to coordinate migrations and define a supportable Access Control management plan.

Responsible for the performance management, the professional growth and development, and technical leadership for a group of 40 IT support technicians and computer security professionals throughout the Global Security Principle Directorate.Deputy IT Manager for desktops and networks for the Global Security Principle Directorate.Liaison to the institution, representing the IT needs for Global Security computing.Successfully unified standard IT support across the directorate, building partnerships with localized support entities.

Lead of 7 IT support professionals.Global Security Liaison to the Insititutional IT Support Help Desk.Lead multiple infrastructure initiatives to move Global Security into a standard, centrally managed environment for better security and scalability of support on both classified and unclassified networks.Responsible for performance appraisals, performance management, and career development for team.

Lead team of seven various part time developers.With extremely tight time constraints and resources, successfully deployed to four support areas.Primary author of categorizations and other measures for metrics.

Tracked metrics on at least a monthly basis, tracking call volume, abandonment rate, average call times, average call wait times, etc.Used gathered call metrics, plus demographic and call type metrics, in "General and Administrative" (G&A) funding requests to the CIO.Used metrics to successfully lobby for staff increase from four team members to nine to meet increasing call volume demand, to help reduce risk of staff burnout, and to provide opportunities for skill advancement through project opportunities.Expanded supported services to include One Time Passwords (OTP) for remote access, Open LabNet services support, Automatic Software Distribution (ASD) support, and more.Successfully decreased call abandonment rate 17.51% while call volume increased 19%.Participated in selection process for UTEL’s new Automatic Call Distribution (ACD) system.Responsible for performance appraisals, ranking, performance management, and career development for team.

Administratively lead team of 17.Primary interface to multiple points of contact in the satellite offices.Coordinated “cooperative coverage” for multiple satellite offices with limited resources.In several areas, setup a job tracking database to track requests for support.Responsible for first draft of performance appraisals, ranking, performance management, and career development for team.As an active team member, provided Mac and PC desktop support, plus residual network support to one of the satellite offices.

Provided PC, Mac, and Network support to customers across the Laboratory.Created documentation and lead migration of Quick Mail to Eudora/POP mail for the areas we directly supported.

Campus-wide PC support team lead (1996 – 1997)Lead dynamic team providing computer and network support to 1300 staff and faculty.Lead Faculty Computing Project: replaced 500 PCs in two weeks (6-12 member team).Communications center system administrator (1995 – 1996)Responsible for database system collecting PBX telecommunications call and billing information.Computer Support – Housing office (1989 – 1995)Provided computer support to an office of 15.Setup and maintained four computer labs in the residence halls.Taught introduction classes required for use of computer labs.

Student Assistant and Computer Support

Initially worked in the Country Store and butcher department, then became a food server in the Country Kitchen.