Donald Lewis Hinton, Jr

***** ********** **** **** #**** 757-***-****

Charlotte, NC 28277 acrp1s@r.postjobfree.com

Top Secret Clearance with SCI Access

SUMMARY

Retired military officer (U.S. Navy), with 25 years of seasoned leadership and proven technical talent for building teams, systems, and policies that propel organizational growth and success.

CORE SKILL AREAS

Computer Information Systems/Security Policy’s

Risk Management

ITIL Service Management, Incident, Event & Problem

Business Continuity & Disaster recovery

Program & Project Management

VoIP Technology

Strategic Planning & Enablement

Efficiency improvement (ITIL/ITSM

Processes)

Team Building & Direction

Budget Management

Customer Service

Network Security Policies

Relationship building

IT Business Strategies

Service Level Agreement (SLA) Execution/Management

Information system strategies

Organizational relationship building

EDUCATION

M.A Organizational Management, concentration in Project Management, Ashford University, Clinton, IA, Feb 2012

B.A. Organizational Management, Ashford University, Clinton, IA, May 2010

MANAGEMENT/PROCESS TRAINING

Information Technology Infrastructure Library (ITIL) v3 Foundations

Lean Six Sigma Green Belt

Comptia Security +

ADDITIONAL TRAINING

Information Systems Security Managers

Communications Security Material System Custodian

Firewalls and Virtual Private Networks

DoD Information Assurance Awareness and Policies

Information Technology Risk Management

Navy Commissioned Officer Management Course

Host Based Security Systems (HBSS)

DoD Equal Opportunity Training Course

Consulting Fundamentals

EXPERIENCE

6/2015 – Present, Lead Infrastructure Manager, TIAA-CREF, Product Services and Support, Charlotte, NC

Critical incident manager for managing lifecycle of all critical incidents. Ensuring incident management processes are followed. Managing critical incident technical core teams to drive incident resolution. Produce monthly Production Services metrics.

Web Application Incident Management. Manage, reporting, escalations of critical infrastructure incidents in support of Web, Networks, Security, Applications and databases. Provide technical isolations in support of 600+ financial web applications required for business transactions.

Leadership. Manage a team of 10 direct reports (Onshore & Offshore management experience), which track, manager and drive all severity 1, 2 and 3 critical incidents to resolution within prescribed agreements.

Business continuity. Manages semi-annual enterprise-wide disaster recovery drills.

Process execution. Drives towards resolutions by utilizing ITIL methodologies (Event management, Incident management and Problem management), with the primary determination of determining incident root cause.

Service Level Agreement execution. Created weekly and monthly incident metrics reducing recovery times by more than 10%; meeting all prescribed SLA’s

Improved critical incident team coverage from 50% to 90% by working with all application support teams on following critical incident escalation guidelines that require notification of the Situation Management Team.

9/2013 – 6/2015 Technology Manager, Wells Fargo, Specialized Communications & Trader Services, Charlotte, NC

Manager overseeing all Services, Support and Implementation for Specialized Communications & Trader Services. Primarily responsible for ensuring the availability, performance, reliability, and stability of Wells Fargo global IT trading floor infrastructure; which includes 23 trading floors across the U.S. and international markets. Consults with line-of-business partners towards the technical planning, and implementation of critical telephony and BackOffice infrastructure.

Directly manages a team of 25 direct reports, which provide vital Tier I, II & III telephony, VoIP and programming trading floor support. Experience with enterprise wide implementation of voice and video upgrades.

Vendor Performance management. Monitored performance and service levels through business reviews and day-to-day activities with companies such as Unify (Siemens), CTI and iVCI (A/V support). Ensured SLA’s matched changed business and compliance needs.

ITIL Governances. Increased responsiveness and adherence to line-of-business agreed upon SLA’s with revitalized help desk operations, by instituting ITIL Incident, Event and Problem methodologies, and escalation processes, which directly resulted in a 60% drop in missed SLA’s and increased customer confidence.

Manages the 7 x 24 x 365 escalation, documentation and completion of business partner service and engineering requests. Plans, assigns, directs, and evaluates critical projects where engineers are engaged on installations of complex voice and networking systems.

Risk Awareness. Oversees the risk of all technical and security implementations, which may affect trading floor operations.

Directed the installation of 3 disaster recovery sites for Wells Fargo largest trading floors sites. Ensure that all telephony, VoIP requirements were met.

Project management. Accurately managed 15 technical implementation projects. All projects implemented on time and aligned with all project management methodologies.

Budged management. Manages a budget which covers employee salaries, overtime, asset management and travel. Implemented accountability and reporting criteria’s which reduced overtime cost 80% during his 1st year onboard.

Below details support military & federal government employment from: 7/1986 - 9/2013

Navy: Active duty 1986 – 2010, Retired Honorably May 2010.

5/2011 – 9/2013 Director of Information Technology, Navy Expeditionary Intelligence Command, Virginia Beach, VA

Head of Information Technology: Accountable for the strategic direction and daily leadership of $3.1 million, 20 person IT operations, including policies, workflow prioritization, project supervision and oversight of all information technology functions/systems/equipment. Focus areas include: ashore/afloat communications, satellite communications, tactical communications, cellular technology, biometrics, VoIP and network security policies.

ITSM & Six-Sigma Process Champion. Implemented Incident, Problem and Request fulfillment ITSM/ITIL processes. The newly implemented process improved root-cause identification, as well as, properly reacting to network outages, which drastically operational readiness of the organization.

Developed long term strategies, along with building relationships with external vendors; inclusive of all architecture, infrastructure, desktop software, video-teleconferences (unclassified, secret and top secret), along with all desktop mounted hardware, software, and telephone systems.

Vendor management. Achieved non-contractual reimbursements for not meeting contractual performance agreements, of up to 60% off monthly fees.

Enterprise Network Management. Recognized the requirement for a top-secret classified network and managed all aspects of the major installation, system software and associated applications.

Innovation and Expertise. Implemented the Navy’s first wireless biometrics data transfer from a targeted vessel, utilizing cloud and VoIP technologies. The results improved communications data transfer with afloat units and improved Maritime Interdiction Operations (MIO) for the Department of Navy and U.S. Marine Corps.

Manages level II and III infrastructure help-desk support for an organization of 500 personnel.

Director of audit and Information Security inspections within the organization. Implemented measures to deploying teams which assisted them on annual security audits.

Utilized clarity, well-defined goals, and positive work ethics to establish a spirited organization throughout the command.

3/2010 – 5/2011 Associate, Booz Allen Hamilton, Norfolk VA

Project and Team Lead for 15 individuals for Network Operations lifecycle management: strategy, design, implementation and execution. Provided consultation support to U.S. Fleet Cyber Command CIO and Naval Network Warfare Command's Next Generation Enterprise Network transition and implementation of Service Operations functional management.

Led IT Cloud Computing planning and implementation initiatives for Top Secret and Secret networks.

Developed ITSM processes supporting Global Network Operations and Control of Navy Enterprise Networks including IT requirements & capability development, IT operational architecture, IT service management using ITIL v3 best practices, systems integration, business & customer relationship management and performance management.

Maintained and developed business relationships with Federal Government stakeholders.

2/2008 – 2/2010 Global Network Operations Watch Officer, Naval Network Warfare Command, Virginia Beach, VA

Directed, reported and analyzed global Network Operations and Navy and Marine Corps enterprise network security policies for Navy afloat and shore stations in support of over 750,000 Navy and Marine Corps Intranet (NMCI) customers, while managing the Navy component of the Global Information Grid.

Watch Officer directing a 35 member watch team. Managed 7 x 24 x 365 global network operations, data centers, infrastructure and facilities, and operations of the Navy Network Global Operations Command floor.

Led the design of IT Service Management (ITSM) strategies, policies, processes, and tools across a multi-discipline team of 100 Department of Defense contractors, government engineers, and military personnel, drastically improving enterprise-wide service continuity.

Conducted training seminars and executive briefs for senior IT leadership (Flag Officers) towards developing a process management and governance strategy for the Navy’s Next Generation Network (NGEN).

Developed a Critical Infrastructure Continuity of Operations Plan and led the development of the IT Service Continuity Plan/disaster recover, which ensured sustained service provisioning during emergency operations and natural disasters.

6/2005 – 2/2008 Information Technology Officer, U.S. Navy, USS BATAAN (LHD-5), Norfolk, VA

Director of network operations including the direct management of 65 network technicians responsible for the maintenance and administration of Classified and Unclassified networks, Video Teleconference, security and information assurance supporting 950 workstations and 3,000 users.

Managed and accounted for 2.5 million dollars’ worth of shipboard information technology equipment and computers.

Delivered projects, and information technology solutions supporting technological and organizational needs. Proactively managed projects with limited resources according to established life cycles using best practices to minimize risk. Partnered with cross-functional teams to successfully implement new technologies in support of a robust classified and unclassified network.

Subject Matter Expert for Information Assurance (IA)/Computer Network Defense (CND) issues, implemented processes to analyze and optimize network performance and operations.

Developed a bandwidth allocation plan that resulted in an 80% increase of Internet Browse speed for 3,000 shipboard and embarked staff users.

Coordinated computer/network support to an 80 member embarked staff, in response to Hurricane Katrina disaster support effort.

9/2001 – 6/2005 Command Senior Enlisted Leader, U.S. Navy Cruise Missile Support Activity (Joint Command), Norfolk, VA

Senior Executive Advisor to the Commanding Officer leading a team of 360 military and civilian workforce personnel in performance and efficient operations of a cruise missile mission development and enforcement command.

Personally led and administered every aspect of professional development and training. Achieved maximum success in operational requirements managing challenges, budgetary restraints, and equipment shortages. Met and exceeded all objectives on time, on target and under budget.

Advisor to 300 military and 60 civilian personnel on policies, programs, ideas, and opportunities pertinent to command mission, career enhancement and quality of life.

Developed an Information Assurance training program which resulted in a 90% reduction of inappropriate material being downloaded to the command’s unclassified network.

Spearheaded the successful planning of 250 Tomahawk missions and the successful distribution of 1500 Mission Data Updates (MDU) to 15 Tomahawk firing units.

Trained personnel in quality control of telecommunications, researched applicable technical reports, prepared efficiency reports, recommended changes in operational procedures, prepared maintenance schedules and reviewed results.

Developed an onboarding process that educated and integrated newly arrived military and civilian personnel into the organization.

Coached senior leaders for success.

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