Thomas Elder Email & Phone Number

United States

Ft Huachuca

I provision, test, and monitor policy changes for hundreds of systems. Provide 24x7 Tier II support to CONUS NEC's and initiate and record actions through the ticketing system provided. Duties include Provision, test, and monitor policy changes for system, provision, test, monitor, policy changes for systems, correct system and application problems identified in event logs.Review and monitor event logs and user access logs, provide routine system updates identify basic network and system fault corrections, provide account management services to create, modify, and delete administrator and user accounts. Respond to automatically generated trouble tickets for changes in status and assign them to the appropriate analyst. Monitor, maintain, and develop scripts for automated processing and provide guidance to team members as required to include patching systems.

Stginc

As a member of the ITSM Remedy team I perform installation of Remedy software/upgrades/patches, configure out-of-the-box Remedy functionality to meet IT/Business needs. I gather/document/analyze enhancement requests, evaluate/assess fit between requirements and Remedy application suite. I access capabilities in support of department's philosophy of using standard out-of-the-box functionality, minimizing customizations where possible. Identify/troubleshoot/resolve BMC Remedy applications issues including root cause analysis and integrate Remedy with Enterprise monitoring tools and proactively monitor Remedy applications. Perform risk identification, assessment, remediation and performance tuning Conduct user training for IT/Business as required and create all necessary documentation/SOPs, training material and user guides. Perform mentoring/cross-training for peers, stay current on emerging tools, techniques and technologies to maintain skills/capabilities through education/training/hands-on experiences.

Fort Huachuca, Az

Supervise the Problem Management (PM) team. Supervise the creation of TTPs, working with VIPs, Bridge calls, and overall support for the Incident Management (IM) team. Ensure the IM team has the most up-to-date TTP’s available. Review the EEPM report for accuracy. Provide direct support for customer and/or NEC to DISA Tier III. Provide training to the IM team in the areas of Blackberry Server and device, and Outlook/OWA troubleshooting. Ensure the PM team has proper guidance and direction. Write team appraisals and track all team member production and attendance. Perform special tasks assigned by management.

Ft. Huachuca

Provision, test, and monitor policy changes for Information Systems. Correct system and application problems identified in event logs. Review and monitor event logs and user access logs provide routine systemupdates. Identify basic network and system fault corrections. Provide account management services to create, modify, and deleteadministrator and user accounts. Respond to automatically generated trouble tickets for changes in statusand assign them to the appropriate analyst. Monitor, maintain, and develop scripts for automated processing. Provide guidance to team members as required Patch systems. Troubleshoot application errors, operating system(s), server hardware,network communications and storage allocation issues within the SYSMANenvironment.. Utilize diagnostic tools to trace and resolve technical problems.. Utilize Remedy ITSM to track and resolve problems impacting continuedsystem operations and make recommendations for any corrective actions.. Plan, coordinate, and document the use of revised/updated procedures,processes, and methods for the operations and maintenance of the SYSMANinfrastructure.. Provide "on-call" support after business hours and during weekends whenrequired.. Demonstrates initiative and be results oriented with flexibility andtenacity. Demonstrates the ability to continuously adjust priorities to reflectchanging circumstances. Ability to work in a dynamic cross-organizational team environment. Strong dedication to provide quality customer service. Effective problem-solving skills and inherent decision-making ability. Strong analytical skills including the ability to quickly identify thecause of issues with the system or determine if other teams need to beincluded in resolving an issue. Ability to manage own projects including communications to customers aswell as work as part of a larger team managed by a project manager.

Arizona

Tucson, Arizona Area

Managed all IT staff. Responsible for all computer systems, printers, phone system, internet security, semi truck computers programming, fuel analysis, and budget reports. Ensured everything was in proper working order, such as E-mail, website, work stations, site planning of office layout, inventory, ordering supplies (software and hardware), computer maintenance and repair, wireless networks (LAN and WAN).