Thomas Carter Email & Phone Number

San Antonio, Tx, Us

San Antonio, Texas Metropolitan Area

San Antonio, Texas Metropolitan Area

Responsible for all aspects of daily IT operations, troubleshooting, and technical support. I managed multiple IT projects including hardware installations and software development as well as drafted and instantiated IT policies for acceptable use, security standards, and cyber response.DELIVERED RESULTS:► Directed a migration from Google Workspace to Microsoft Azure Active Directory to tighten cyber security posture.► Completed a network infrastructure installation including new cabling, Wi-Fi, integrated firewall, and QOS for VOIP. ► Established companywide IT security policies.► Using Agile Methodologies, drove a stalled software development project, collaborating with cross functional teams to bring key modules into production.

San Antonio, Texas, United States

Supported the IRS Paid Preparer Tax Identification Number (PTIN) Program by providing guidance to IRS personnel on the effective operation of the PTIN Help Desk which helped instill Help Desk best practices to improve the quality of customer support.DELIVERED RESULTS:► Completed PTIN Customer Service Agent training to understand the daily operations of the program.

San Antonio, Texas Metropolitan Area

Supported the Air Force Life Cycle Management Command (AFLCMC) to interpret, analyze and implement Department of Defense (DoD) programmatic technology mandates and initiatives by providing guidance and expert knowledge to DoD personnel performing IT acquisitions. Collaborated with representatives both internal and external to the AFLCMC to manage ongoing DevSecOps projects and produced reports for government leadership regarding projects and programs that we were responsible for.DELIVERED RESULTS:► Researched and recommended solutions to replace the Air Education Training Command’s legacy enterprise Learning Management systems.► Managed the transition of the Air Force Recruiting application, Aim High, into sustainment operations.

San Antonio, Texas Area

Championed high-value projects and process improvement initiatives, improving the organization’s ability to implement global information technology operations. Oversaw in-depth planning and research for project implementation, ensuring stakeholder implementation of effective controls driving compliance with strict cyber security requirements. Built support for new programs and initiatives with a wide range of leaders and stakeholders from within the agency and its external affiliates/partners.DELIVERED RESULTS:► Led the strategic reorganization of the agency’s Global IT Service Center, implementing crucial cost-savings methods during decreases on appropriated budgets while structuring organization to meet current and future technology needs of the Military Health System and its client organizations within the U.S. government.► Initiated strategic renegotiation of service agreement with contractors, securing $12M+ reduction in operating costs by moving critical technology support, infrastructure deployment and maintenance, and network engineering programs into in-house, Defense Health Agency teams.► Guided teams of systems administrators, network administrators, and major incident managers, mentoring my teams while leading the effective response to critical technology and service outages across all of the organization’s systems.

San Antonio, Texas

Led the DHA’s IT Help Desk and Call Center, for the Military Health System. I coordinated with IT executives across multiple agencies and organizations. Improved the capabilities of less senior IT leaders through mentorship, guidance, and communication practices.Led a cross-functional team of 300+ employees and supporting contractors implementing improvement initiatives and strategic programs. Partnered with supervisors, managers, and subject matter experts to realign organizations, consolidate capabilities, and build sustainable operations for current and future endeavors.DELIVERED RESULTS:► Managed $124M Global IT Service Center directing short- and long-term operations that delivered crucial technical support to 140+ medical facilities supporting 9M+ patients/beneficiaries.► Built and led high-performing support teams, resulting in 99% uptime rate for 101 hosted sites and 500+ Virtual Machines.► Led the consolidation of three disparate help desks into a single entity, reducing redundancies while improving call answer speeds 50%, improving incident resolution rates 50%+, and achieving $4.8M annual savings in expenses.► Directed emergency migration of 55 different medical facilities to organization’s Enterprise ITSM System after catastrophic failure of the client’s system, leading all migration operations while mentoring CIOs and ITSM leaders from supported facilities on migration management and disaster recovery.► Relaunched Global Service Center’s support contract after budget cuts, building cohesion and buy-in from contracting, legal, and leadership teams while leading the contract’s transition between contracting organizations while realizing $6M+ reduction in total contract costs.

Phoenix, Arizona

DELIVERED RESULTS:►Managing a complex IT network and strategic programs for the IHS’s premiere facility in Arizona, delivering technology solutions that aided the organization’s 1,200+ employees in delivering improved care to 140K+ patients across three states.► Drove the design, installation, and maintenance of the IT infrastructure installed in newly opened facility, ensuring that all work completed by employees, vendors, and subcontractors met industry and regulatory requirements for quality, network security, and safety.► Collaborating with stakeholders throughout my organization during construction and remodeling projects, ensuring that design and construction efforts coincided with technology requirements while maintaining strict budgets.

Master Of Science, Information Systems Management

Bachelor Of Science, Computer Information Systems