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Service Management

Virginia Beach, Virginia, United States
April 18, 2018

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James S. Gonzales

Active Secret Clearance. TS as of Nov 2014

Location: Virginia Beach, VA

Phone: 757-***-****



Seeking a dynamic role to utilize 15-year experience in Enterprise Architecture, Information Technology Infrastructure Library (ITIL), Cyber Security Engineering and Analysis, Process Re-Engineering, SharePoint Development and Administration, Project Management and Knowledge Management (KM).


Improve effectiveness and efficiency by maturing and re-engineering large complex DOD and NATO systems and implementing cybersecurity solutions.

Initiate, plan, and execute strategy plans, maturity assessments, and project plans.

Conduct data analysis to articulate control plans, control charts, trends and tracking analysis to formulate vulnerability analysis, speed, time, cost analysis, forecasting and QA/QC.

Leverage best-practice frameworks: DODAF, RMF, ITIL / ITSM, CMMI, KM, PRINCE2.


Enterprise Architecture (DODAF): Process Re-Engineering and Process Improvement

Information Technology Infrastructure Library (ITIL)

Project Management (PRINCE2, equal to PMP)

Cyber Security Engineering and Analysis (Security+)

SharePoint Development and Administration (SCRUM, DevOps, HTML, CSS, Java)

Risk Management Framework (RMF) and Problem Management (ITIL)

Knowledge Management (KM)

Capability Maturity Model Integration (CMMI)

System Analysis (Requirements, Organize, Analyze, Synthesize, Lessons Learned, Best Practice)

Training (Classroom, online, live-virtual, instruction manuals, and course syllabus).


Received a certification of appreciation from the Supreme Allied Commander Transformation, General James Mattis for my work at North Atlantic Treaty Organization (NATO).

Received two certifications of appreciation from Major General John Admire and Chief Warrant Officer Shawn Nadeau (Canadian Forces – Army) for my work at U.S. Joint Forces Command (USJFCOM).

Received a token of appreciation presented by the Commanding Officer, Captain William E. Chase, III for my work at Naval Network Warfare Command (NETWARCOM).

Work Experience:

Cybersecurity Analyst/Engineer, Lead (CONTRACT)

Alion Science – Portsmouth, VA – Nov 2017 to Present

Plan, develop, coordinate, and execute strategies to service a large complex Navy client in categorizing and identifying their technical, operational and management security control classes, family controls and enhancements: Platform IT (PIT) systems, shipboard systems, industrial systems, navigation systems, mechanical systems, network architecture, operating systems, applications, and processes.

Implement security solutions and creation and/or maintenance of policies, standards, baseline security controls and enhancements, leveraging NIST 800-53 guidelines, NIST 800-60 Information-data types and CNSSI 1253 Confidentiality, Integrity and Availability (CIA) table.

Formulate a strategy plan, project plan, and mature assessments, and actionable goals to conduct the Assessment & Authorization (A&A) process adhering to the Risk Management Framework (RMF).

Evaluate and design systems and network architectures using DODAF (OV-2, AV-1-2, SV-1, PV-2, StdV-1).

Comply standards and best-practice frameworks: RMF, ITIL, NIST 800-53 & 800-60, CNSSI 1253 and DODAF.

Organize and coordinate technical Vulnerability Assessments: Systems and network vulnerability assessments, web application assessments, social engineering assessments, physical security assessments, wireless security assessments and implementing secure infrastructure controls.

Document and maintain processes and controls, for incident management in eMASS and SharePoint.

Analyze logs and reports to interpret implications and make business decisions.

Service Management, Lead (CONTRACT)

ASM – Chesapeake, VA – July 2017 to Oct 2017

Lead a team to mature and re-engineer the effectiveness and efficiency in people (200+ call center), processes and technology across each department within the Department of Commerce (DOC).

ServiceNow: Develop, maintain, and administer automated data to build reports, data analysis, control charts/trends and security access controls.

SharePoint: Manage development as site collection administrator (SCA), for collaboration, asset and configuration management, workflows, sub-sites, lists, libraries, pages, BCS, web parts, and security controls.

Develop a strategy plan, project plan, maturity assessment, security controls, QA/QC, and tracking analysis.

Build enterprise architectural DODAF artifacts: Ov-2, AV-1, AV-2, SV-1, System Views and Project Views.

Interview each department gathering incidents, service requests and problems to build solutions.

Mature processes: Problem/Risk, incident, service request, permission/access, and physical security.

Enterprise Solutions Architect

Prosoft – Portsmouth, VA – Dec 2016 to June 2017

Service the Norfolk Naval Shipyard (NNSY) and Navy Ships by re-engineer the IT Service Management (ITSM) process leveraging SharePoint, ITIL, DODAF, and SCRUM to improve incidents, service requests and projects efficiency.

Deliver a custom ITSM solution using SharePoint to support the shipyard and Navy ships network, hardware, software incidents, service request, risk/problems, projects, assets, and financial management.

Deliver a business case analysis assessing various COTS/GOTS ITSM solutions: Cost, Estimated Completion Dates (ECD), Level of Effort (LOE), Risks, Benefits, client’s Deliverables, and ROI.

Mature processes using ITIL and RMF: Incidents, service request, risk/problems, assets, networks, financial management, change, configuration and release using DODAF artifacts: OV-2, AV-1, AV-2, SV-1 (Networks).

Conduct training in ITIL, DODAF, RMF, and KM to users, technical specialist and leadership.

Principle Information Architect

MacAulay-Brown (MacB) – Suffolk, VA – Oct 2014 to Nov 2016

Coordinate a cross-functional team to support NETWARCOM servicing operational incidents and service requests across departments leveraging ITIL, RMF and KM framework.

Implement an internal Microsoft Power BI analytics solution for cyber data reporting.

Using SharePoint and InfoPath, build and release a custom automated ITSM solution for both Class/Unclass to support the command’s network, hardware, and software incidents, service request, and risk/problems.

Upgrade SharePoint from 2010 to 2013 for both Class and Unclass.

Mature processes: Information assurance, in/out boarding, assets, security controls, network systems, change, configuration, and release using ITIL, RMF and DODAF artifacts: OV-2, AV-1, AV-2 and SV-1 (Networks).

Senior Enterprise Architect

CACI – Norfolk, VA – Nov 2013 to Oct 2014

Support a cross-functional team to support the Navy’s Norfolk Ship Support Activity on all IT related technical incidents, service request, and projects/problem management, SharePoint 2010 site collections, and DODAF artifacts to deliver continuous quality and exceeding service level agreements (SLA).

Improve the security, incident and service request CCRM process and automating in SharePoint 2010.

Manage incident, service request, and project/problem management, in addition to training of DODAF and KM.

DODAF artifacts OV-2, AV-1, AV-2 for IA and ITSM process maturity

Increase contract revenue/generation to support Knowledge Management (KM)

Project Manager, Enterprise Architect (CONTRACT)

RX-JV – Norfolk, VA – Aug 2013 to Nov 2013

Support USTRANSCOM JECC through DODAF artifacts of their financial and asset system and mature the SharePoint portal following a KM approach for document management and collaboration.

Delivered DODAF artifacts, “as-is and “future-state for asset and financial management: OV-2, AV-1, AV-2, CV (Capability Views), DIV (Data Information Views), PV (Project Views).

Matured the SharePoint site collection as the site collection administrator (SCA), site development, document and asset management, workflows, sub-sites, lists, libraries, pages, BCS, web parts, and security permissions.

Mature and document IA, financial and administrative processes.

IM / KM Manager (CONTRACT)

CGI – Hampton, VA – Dec 2012 to May 2013

Lead the direction and support of the Army’s Human Terrain System (HTS) ITSM program by maturing the Change, Configuration and Release Management (CCRM) process and standing-up the CCRM departments to conduct CCRM of various incidents and service request for 4 Army commands as per SLA.

Deliver BMC Remedy Enterprise Suite: Extract core requirements from 4 Army commands: CMDBs, Incident Management, Service Request, and Asset Management.

Build 4 SharePoint site collections for collaboration, development, site collection administration (SCA), document management, asset management, workflows, sub-sites, lists, libraries, pages, BCS, web parts, and security permissions.

Provide service support for both internal/external users on SharePoint and BMC Remedy.

Lead a cross-functional team establish a governance plan: project plan and communications plan.

Delivered DODAF artifacts: OV-1, OV-2, AV-1 and AV-2.

Senior Enterprise Architect. (CONTRACT)

SimIS – Portsmouth, VA – Oct 2012 to Dec 2012

Lead Enterprise Architects and Modeling & Simulation (M&S) designers to deliver DODAF executable architectures and M&S design projects to deliver continuous QA/QC for government and private organizations.

For USMC and as per SLA, delivered DODAF artifacts OV-5b (Activity Diagram) and AV-2.

For USMC, develop and present executable architectures, transforming static DODAF viewpoints and data into dynamic executable models to perform comparative analysis.

For NATO, build an architectural concept OV-1 for Modeling and Simulation as a Service (MSaaS) and Modeling and Simulation as an App (MSaaApp).

For Sentara Health Systems, developed and delivered a "practice perfect" M&S training model for classroom and online scenarios using Unity Simulation.

Senior Modeling & Simulation (M&S) Engineer

Loyola – Newport News, VA – Mar 2012 to Oct 2012

Coordinate a cross-functional team to standup four federated modeling and simulation IT infrastructure for the Army’s Future Warfare Division (FWD).

Build Network systems (Class/Unclass), SharePoint for collaboration, and DCO for telecommunications in a net-centric wargame test and evaluation environment.

Build the SharePoint site collection as the site collection administrator (SCA) based on requirements: List, libraries, sub-pages, and workflows.

Establish the project plan and DODAF OV-1 to coordinate the IT infrastructure and test and evaluations of various software in theater from NATO countries.

Gather requirements and data from various COI and deliver to JTLS staff, Oracle staff, network staff, IT portfolio testing and evaluation staff, IA staff, BI staff, and SharePoint staff to prep for theater.

Comply with IA C&A procedures for the storage, handling, transfer, release and destruction of content and devises.

Conduct After Action Reviews (AAR) and lessons learned.

Senior Software Engineer

Unisys – Norfolk, VA – Aug 2008 to Nov 2011

Lead and collaborate with COIs to support the Joint Staff J87 with DODAF artifacts, SDLC of C2 Core IEDM, and SharePoint 2010.

Collaborate with communities of interest (COI) from MIT, Georgia Tech, Carnegie Mellon, NATO, Network staff, IA staff, and SharePoint staff to deliver continuous quality and exceeding service level agreements (SLA).

Conduct CCRM processes on C2 Core, a Joint use online SaaS IEDM application software builder.

Assure network/SOA architectures are approved for implementation via IA.

Assure data modeling, data mining, data mapping, metrics, coding, and pilots are completed/Lesson learned.

Comply with IA C&A network procedures.

Collaborate and assure tacit to explicit knowledge is in SharePoint.

Chair working groups through the project plan, requirements document, and reports.

Serve as an advisor for NATO C2 IEDM providing collaboration and support.

Resources: Data Modeling (SemanticWorks/XMLSpy/MapForce), SOA, SDLC, Pipedrive CRM.


Bachelor’s in Business Administration, Saint Leo University, 1997

Professional Training:

Information Technology Infrastructure Library (ITIL) Practitioner, 2017, Koenig Solutions, Online

Knowledge Management and Big Data, Knowledge Management Certified Professional (KMCP), 2016, Hong Kong Polytechnic University, EdX, and the Office of KMCP, Online

Microsoft Dynamics CRM 2013 Installation and Deployment, 2015, Koenig Solutions, Online

Microsoft SharePoint 2010 Designer, 2015, Koenig Solutions, Online

VMware vSphere v5, 2013, Tidewater Community College (TCC), Chesapeake, VA

CompTIA Security+ Certification, 2013, Virginia Beach, VA

Joint Tactical Level Simulation (JTLS), 2012, Joint Forces, Suffolk, VA

Cisco Certified Network Associate (CCNA), 2011, PearsonVUE

Leadership Excellence Acceleration Program (LEAP) Federal Systems, 2011, Unisys, Reston, VA

Project Management Professional (PMP) Training, 2011, PMI Baltimore Maryland Chapter

Information Technology Infrastructure Library (ITIL) v3.0, 2009, Loyalist, Virginia Beach, VA

Capability Maturity Model Integration (CMMI) v1.2, 2009, Carnegie Mellon University

Design for Six Sigma (DFSS), 2009, Core Solutions, Virginia Beach, VA

Projects in a Controlled Environment v2.0 (PRINCE2), 2008, NATO HQ, Brussels, Belgium

Service Oriented Architecture (SOA), 2008, IBM Mash-up and BPM Workshop, Washington DC

Microsoft Office SharePoint Server (MOSS), 2007, SharePoint Solutions, Norfolk, VA

Department of Defense Architectural Framework (DODAF), 2005, EMA Inc, Virginia Beach, VA

Microsoft Certified Systems Engineer (MCSE), 2000, Rader Technology Education Center, Virginia Beach, VA

Certification Accreditation and Information Security (CAIS) IAM Level III, 2001, DISA, Norfolk, VA

Domain Knowledge:

Department of Defense Architectural Framework (DODAF);

Cyber Security;

Information Technology Infrastructure Library (ITIL);

IT Service Management (ITSM);

Risk Management Framework (RMF);

Knowledge Management (KM);

Change, Configuration and Release Management (CCRM);

SharePoint development;

User Interface/User Experience (UI/UX);

Projects in a Controlled Environment v2 (PRINCE2);

DevOps; SCRUM;

Dynamics CRM 2013; Installation and Deployment, VMware vSphere;

Modeling & Simulation (M&S);

CompTIA Security+;

Project Management Professional (PMP) training;

Joint Theater Level Simulation (JTLS);

Service Oriented Architecture (SOA);

Business Intelligence (BI);

Dynamics CRM;

Pipedrive CRM;

Design for Six Sigma (DFSS);

Software as a Service (SaaS);

Executable Architecture;

BMC Remedy;

Research and Analysis;

GIAC Security Leadership Certification (GSLC) IAM III training;

Capability Maturity Model Integration (CMMI);

Marketing and Promotions;

Process Management;

Adaptive Insight (Forecasting);

Performance Management/Human Capability Barrier;


Sensor Web Enablement (SWE);

Information Exchange Data Modeling (IEDM);

Data Modeling / Data Mapping;

Net-Centric SOC environment;

Systems Analysis and Design;

Software Engineering;

Live, Virtual, Constructive (LVC);


Mash-up Technology;

Test and Evaluation (T&E);

Network Engineering;

Cloud; VMware v5; I-Bot (Internet Robot);


Capability and Strategic Planning;

Doctrine-Organization-Training-Material-Leadership-Personnel-Facilities-Interoperability (DOTMLPFI);

Blue Ocean Strategy.


NNWC SharePoint;


BMC Remedy;

Unified Quest (UQ) 2012: Model & Simulation (M&S),

C2 CORE Information Exchange Data Model (IEDM);

NATO Mid-Term Plans; Implemented Navy Marine Corps Intranet (NMCI); Certification & Accreditation (C&A) of CARS Project; BRAC SharePoint;

USJFCOM SharePoint;

Multinational Experiment 4 (MNE4);

Urban Resolve 2015 (UR 2015);

NMCI Network Implementation.

Architecture Tools:

Visio / Rational Rose, Altova SemanticWorks, DODAF. See “Professional Training”

Programming Tools:


Office Productivity Tools:

SharePoint; Microsoft Office Suite; Microsoft Project; Defense Connect Online (DCO); Information Workspace (IWS).

Technical Documentation:

Mid-Term Plans (NATO HQ); CONOPS (NCTE); Business Rules; IA Report (OCIO, J6).

Contact this candidate