Information Technology Manager

FRANK OLIVER, JR.

*********@*****.*** Linkedin.com/in/frankoliverjr +011-49-176-6686-5468

IT TECHNICAL SUPPORT SPECIALIST SYSTEM ADMINISTRATOR

Accomplished and versatile Information Technology Specialist and Military Veteran with a wide range of telecommunications, logistics, and security disciplines. Totally versed, knowledgeable, and trained in the processes to review, analyze, maintain, and resolve highly complex technical support and security problems in relation to Tier 2 Helpdesk Operations, Communications Security (COMSEC), Local Area Network (LAN), Wide Area Network (WAN), Campus Area Network (CAN), Voice over Internet Protocol (VoIP), and Information Security (INFOSEC) program / system requirements. Well versed in Microsoft Operating System (OS), Microsoft Active Directory, Remedy, ITSM and Microsoft Office Suites. Effective and respected leader builds highly motivated and diverse teams focused on achieving and exceeding organizational goals. Solid team leader and project manager skilled at reporting, facilitating, hiring, mentoring, appraising staff and implementing policies and procedures.

• COMP TIA Security +

• Cisco Certified Network Associate

• Policy Implementation

• ITIL Foundation Certification

• Information Management Officer

• Training and Planning

• Advanced Management Course

• Microsoft Active Directory

• Mentorship

QUALIFICATIONS

Manages Network Enterprise Center Tier 2 helpdesk supporting over 800 customers; awarded US Army Network Enterprise Center of the Year for Fiscal Year 2017

Expertly managed communication security account; nominated by Communications Security Logistic Agency (CSLA) as Communication Security Account Manager (CAM) for FY 2012 and 2015

Led, trained and mentored 15 employees in all facets of Information Technology and COMSEC policies and procedures; resulting in zero deficiencies during 2 CSLA audits

Controlling authority (CONAUTH) for 11 secure networks over 5 continents, serving 40,000+ customers with 100% connectivity rate

Over 8 years of Information Technology experience; 2 years Tier 2 Helpdesk support management experience

Directly supported United Stated Army Europe Commanding General; resulting in 100% completion of over 250 secure communications assignments

Managed configuration, installation and accountability of $33M of Information Technology equipment for European network modernization project

Supervised Microsoft Window 7 to Microsoft Windows 10 implementation

Conducted over 100 COMSEC and Information and Physical Security inspections insuring adherence to Department of Defense and United States Army Communication Security policies, procedures, safety and security measures

Provided security policy training to over 150 customers consistently updating customers in a rapidly evolving environment

PROFESSIONAL EXPERIENCE

Network Enterprise Center Noncommissioned Officer in Charge (NCOIC) (Senior Help Desk / Network Support Manager)

102d Strategic Signal Battalion, Wiesbaden, Germany

Mar 2016 – present

Hours worked per week: 40+

Tier 2 Technical Support

Serves as the Senior Information Technology Technician Network / VoIP Manager and NCOIC of Network Enterprise Center; provides operation and maintenance of all Local Area Network (LAN), Campus Area Network (CAN), Wide Area Network (WAN), Voice over Internet Protocol (VoIP) networks. Preforms troubleshooting, analysis and repair actions to ensure maximum availability of network systems and services. Diagnoses and resolves Tier 2 issues involving end-user workstation, remote access, password management, and IT inquiries. Assist in new software/hardware migration ensuring consistency and compliance within established policies and procedures. Monitors network; identifying and resolving possible network connectivity issues before problems arise.

Information and Technology Planning

Managed configuration and installation of network modernization project. Installed over 720 CISCO devices at 9 geographically dispersed locations. Technical expertise and leadership allowed section to support 4000+ customers serviced during critical IT infrastructure upgrades. Documented and analyzed customer request / incident tickets trends; forecasted required customer based training needs to prevent reoccurring issues. Prioritized and schedule incident responds and escalated incidents (when required) to the appropriately experienced technician. Performed preventative maintenance of workstations, printers, and peripherals. Ensured quality assurance post-resolution to verify problem has been adequately resolved.

Principles and Practices

Planned, resourced and executed cross training program for support personnel to preform duties not traditionally assigned, saving the United States Army over $15M. Maintained 95% IT training compliance rate by conducting monthly training sessions. Clearly articulating information into an easily understandable format. Establish training regimen for 15 employees enabling all to earn ITIL Foundation Certification within 4 months.

KEY RESULTS

Awarded US Army Network Enterprise Center of the Year Fiscal Year 2017

Led 6 employees to achieve Comp TIA Security + certifications within 6 months of arrival to organization

Implemented ITIL training enabling 15 employees to achieve ITIL Foundation Certification

Managed network modernization project. Configuring and installing $33M worth of CISCO devices

Maintained 95% IT training compliance rate

Cross trained support personnel to complete IT projects; greatly improving organization efficiency

Serviced 4000+ customer related services during critical IT infrastructure upgrade

Electronic Maintenance Staff NCO / S-4 NCOIC (Logistics Manager)

102d Strategic Signal Battalion, Wiesbaden, Germany

Mar 2015 – Feb 2016

Hours worked per week: 40+

Operations Support

Primary duties are as the organizations Electronics Maintenance NCO and S-4 NCOIC of a Strategic Signal Battalion; provides maintenance, logistical support, and technical advice to 3 companies, the Landstuhl Regional Hub Node and five Network Enterprise Centers geographically dispersed throughout Germany. Analyzes operational data and reports to ascertain functional trends. Oversees and manages 7 property books worth excess of $50 million.

Information and Technology Planning

Planned, resourced and implemented $33M of property added to the property book as a key contributor of the Wiesbaden Network Modernization (NETMOD) initiative, ensuring 100% accountability and distribution of equipment. Organize and monitor life cycle replacement of all information technology systems.

Principles and Practices

Implemented section cross training, which improving Command Supply Discipline Program (CSDP) inspection to from 72% to 88%. Conduct career field specific training to all logistic specialist, ensuring knowledge was shared throughout command. Developed battalion recoverable parts process resulting in $150k of funds returned to battalion. Determination and attention to detail improved recoverable parts turn-in from 40% to 100%.

Program Requirements

Conduct inspections and staff assistance visits to ensure standards, directives, and efficiency of operations are met. Provides oversight of the battalion drivers training and Non-Tactical Vehicle (NTV) program consisting of 66 vehicles. Developed and implemented battalion Warranty, Modification Work Order (MWO) and Non-tactical vehicle program standard operating procedures; procedures were adopted across 2nd Signal Brigade. Established Battalion Command Maintenance Discipline Program (CMDP) formalizing maintenance inspection process.

KEY RESULTS

100% clearance of Modification Management Information System within 4 months

Directly responsible for $33 million worth of property being added to property book with 100% accountability

100% of logistics support personnel certified in Global Combat Support System-Army (GCSS-A); within 6 months

Returned over 150k to command using recoverable parts program

Coordinated award of 250K of telecommunications room upgrades

Maintained weekly audit reports for government purchase expenditures and overdue Government Purchase Card holders, with no overdue accounts

COMSEC Account Manager (Communications Security Manager)

102d Strategic Signal Battalion, Wiesbaden, Germany

Jan 2010 – Mar 2015

Hours worked per week: 40+

Communications Security (COMSEC) Operations Support

Primary duties were as the organizations Command Communications Security (COMSEC) Account Manager, Inspector, and Information Security (INFOSEC) Subject Matter Expert (SME), supporting 37 local elements. Responsible for providing compliance with Army Regulations, higher headquarters policies / procedures and providing guidance for the 102d Signal Battalion COMSEC program. Developed and execute procedures to periodically monitor the logical / physical integrity of data and reliability of the COMSEC program through Local Elements assistance visits, and compliance / command inspections. Operated a Tier 2 COMSEC Account using Local COMSEC Management Software (LCMS) key processor and ACES Workstation. Perform and Electronic Key Management System (EKMS) in compliance with fixed facility policies. Established preventive maintenance and troubleshooting procedures, ensured all systems were fully operational.

Communications Security (COMSEC) and Information Technology Planning

Provided information technology planning as the Controlling authority for 11 CRYPTO Nets crossing five combat commands serving over 40,000 customers. Supported various training and real-world operations, continuously looking for ways to improve results to increase customer satisfaction. Assist network planners in identifying cyber capability gaps, diagrams of system and interconnecting circuitry and provide COMSEC input to the senior commanders. Prepared and disseminated official inspection reports and briefings to senior level operations managers. Informed higher-level supervisory personnel of anticipated vacancies, increases of workload, and other circumstances that could require additional resources. Clearly articulated operational issues relating to COMSEC and demonstrated effective listening by providing feedback to the speaker in such a manner that is clear, ensuring the message is understood.

Communications Security (COMSEC) Principles and Practices

Conducted COMSEC training on; application, accounting records, instruction for new regulations, policies, and procedures for implementation and integration of COMSEC. Conducted recurring physical security vulnerability assessments and physical security inspections; ensuring compliance with physical security standards outlined in applicable regulations and guidance. Performed and reviewed forms, logs and reports from encryption devices for content accuracy on a quarterly basis.

Communications Security (COMSEC) Program Requirements

Reviewed security violation reports, ensured investigation follow-up and casual determinations were completed. Prepared and maintained the system accreditation of LCMS and COMSEC Accounting Registration Packet (CARP) using COMSEC Automated Registration System (CARS). Ensured all cryptographic equipment had all required Modifications Work Orders (MWOs) applied. EKMS equipment was kept in compliance with CSLA policies. Preformed data base backups, computer system diagnostics, database optimization, and system files management daily.

KEY RESULTS

Nominated for CSLA COMSEC Account Manager of the FY 12 and FY 15

Completed 2 CSLA Audits with 0 deficiencies, FY 12 and FY 15

Transitioned the 5th Signal Command and 43rd Signal Battalion COMSEC accounts in the 102nd Strategic Signal Battalion COMSEC account; merged three COMSEC accounts into one COMSEC account

Analyzed and managed total COMSEC requirements and operational uses of COMSEC equipment material throughout to command; reducing unutilized COMSEC keymat and equipment by 30%

Honor graduate of Command COMSEC Inspector Course

Provided COMSEC support to United States Army Europe in support of ongoing theater level coalition exercises with 100% connectivity rate

Monitored implementation of COMSEC programs for 37 Local Elements; advising, briefing and assisting senior commanders on COMSEC programs and regulations

EDUCATION AND CERTIFICATIONS

Advanced leadership and management course (with Honors)

COMP TIA Security + CE Course (IAT level III)

Cisco Certified Network Associate

Department of the Army, ITIL Foundation Certification

Department of the Army, Information Management Officer Certification

Command COMSEC Inspector Certification (with Honors)

Defense Security Service (DSS) Physical Security Certification

DSS Personnel Security Certification

DSS Information Security Certification

Standardized COMSEC Custodian Certification (Intel 34)

Local COMSEC Management Software Certification (Intel 35)

Knowledgeable of Black Key operations, processes and procedures

Global Combat Support System-Army (GCSS-A) Certification

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