unified capabilities service manager resume example with 6+ years of experience
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Strategic Information Technology Manager skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to business solutions. Successful 20 year record of building positive relationships with internal and external stakeholders.
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- And a 3 member Electronic Telephony Firewall Management Team in support of the CONUS Theater spread across 62 sites.
- Led teams spread across 4 sites responsible for 180 enterprise assets valued at >$15M.
- Developed and managed relationships across multiple cross-functional organizations, including Defense Information Systems Agency and Army Network Enterprise Technology Command.
- Oversaw 19 personnel as Service Manager of Unified Capabilities (UC) Systems for 24 months led team to provide CONUS theater's TIER II & III support of 400K VoIP users and 300K VTC sessions with a 98.5% Communications Reliability Rating.
- Identified the need to lifecycle and request funding for half of CONUS' Session Border Controls (SBCs); an effort left neglected for 3 years, ensured >10K items were recorded in Army's Joint Enterprise Level Agreement (JELA).
- Delivered vital input to the CIO/G6 (Army Network/Cyber) for the development of Army's Cloud Messaging System.
- Provided monthly Electronic Telephony Firewall Management (ETFM) reports to CIO/G6 for 62 CONUS installations ensuring accurate and timely executive level awareness.
- Organized and executed the successful transition of equipment, operations, and locations of the CONUS UC Team to NETCOM with no interruption in services.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Government Watch Officer supporting IT application development and support, system integration and system administration projects.
- Participated in development of technical project plans, proposals, task orders, and administrative reporting.
- Worked with customers to relate any system changes and integrate customer feedback into improving processes.
- Executed ITSM processes (Change, Request, Incident, Problem Management) on technical IT systems at the Enterprise level.
- Coordinate proactive work with Cyber Security Teams, Operations, and Engineering to identify, report, and remediate security deficiencies across the Army's Enterprise Network Infrastructure.
- Develop and implement network change management in accordance with network security and operational guidance to meet customer requirements.
- Works within operational and performance metrics to drive continuous improvement while adhering to standards.
- Learn: physical topology and logical design for the customer's network and security posture and processes.
- Monitor: Provided daily situational awareness reports to key decision makers; 24x7 network infrastructure monitoring Troubleshooting: examine potential security threats via log analytics; learn physical layer and logical problem's fault isolation methodologies on customer/carrier networks utilizing remote access tools.
- Interact: directly with other mission partner networks and security engineers/groups, Local Exchange Carrier groups, vendor/partners, and customer teams.
- Managed the 8-person Joint Cyber Watch Team at JCC supporting the Combatant Command HQs, 4 service components, and more units.
- Provided operational impact assessments and situational awareness reports for all theater communications and cyberspace systems for USPACOM Commander.
- Accountable for $2M in equipment.
- Developed Phase Zero Friendly Force Information Requirements, facilitating efficient and consistent theater reporting.
- Developed the JCC Risk Assessment Methodology enabling quick Vulnerability Assessments to DoD Intel networks.
- Developed the JCC Integration Process plan with 3 other Ops Centers ensuring HQPACOM synchronization.
- Provided essential indicators and threat warnings to elements of 4 service components operating across 6 locations.
- Managed Cyber Incident Database, creating situational awareness for decision makers on trends, patterns, & actionable info.
- Reorganized Information Assurance Governance Section Request System, reducing the turnaround time from 1 week to 24 hours for new classified token requests.
American Military University - Charles Town, WV,
Sexual Assault Advocate Certified|Advanced, Senior, And Basic Leader Courses | Army Recruiter Course | Cyber Security Operations Planners Course | CISCO Networking | Information Assurance Security Officer Course | Computer User Security Training | Interpersonal Relationship Training | Army Retention Course | Air Load Planners Course | Equal Opportunity Leader Course
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Resume Overview
School Attended
- American Military University
- Specialized Military Training
Job Titles Held:
- Unified Capabilities Service Manager
- Cyber Security Watch Officer
- Senior Cyberspace Operations Specialist
Degrees
- Associate of Science
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