Roy D. Gunn

**** ********** ** **, *****, WA ****6

206-***-**** adawng@r.postjobfree.com

PROFESSIONAL SUMMARY

Energetic Information Technology professional with 10+ years’ experience leading IT teams that provide direct customer technical support for medium and large organizations. Proficient with account creation, computer imaging, data base management as well as mobile device management, printers and Audio Visual support. Team player with written and verbal communication skills, able to provide tier 1, 2 and 3 solutions using a metrics driven mission first approach.

KEY QUALIFICATIONS

Information Systems

Knowledge of Access Controls

MS Active Directory

ITIL training

Microsoft Exchange

Video Teleconference

Microsoft Office

Trouble Tickets

Problem Resolution

CERTIFICATIONS

CompTIA Security + ITIL V3 (40 hr. course) Lean Six Sigma (Yellow Belt)

EXPERIENCE

Information Systems Manager, US Army Aug 2015- April 2019

Supervised daily operations of the organizational help desk consisting of 12 personnel in order to provide tier 1 level hardware, software and network support for 400 headquarters personnel. Also acted as tier 2 support for five remote locations consisting of 1000+ personnel each.

Supervised implementation of touch labor for Life Cycle replacement of over 3000 computers, supporting core staff of 2500 personnel; increasing IT footprint with zero downtime or data loss.

Strategically planned, managed and implemented IT infrastructure and network services for a

large multi-national organization connecting to existing outside agencies including several country infrastructures.

• Managed help desk service deployment and project management in support of military exercises,

including expectation management, technical support, work breakdown structures, and appropriate

issue escalation to executive management as warranted.

Trained, managed and led the 12 member help desk team in policies, procedures and customer service standards. Provided monthly mentorship sessions and annual performance evaluations.

Advised senior and executive level staff on the development of programs and business objectives within the organization in relation to all Windows 10 and IT service desk migration operations to ensure sufficient coverage during exercises, deployments, and periods of high operation tempo.

Utilized BMC Remedy ticketing system to process over 2200-service requests per quarter, bolstered customer satisfaction by 99% during first quarter, reviewed and analyzed ticket requests to address problem resolution and ensure minimization of repeat issues.

Wrote, published and implemented standard operating procedures for internal and external customer support to include active listening and positive customer interaction.

Provided formal and informal training to over 100 personnel in support of DoD 8570 certification guidance. Additionally, managed the Army Training and Certification Tracking Learning Management System (LMS) for multiple organizational assets (7,000 + personnel) on Joint Base Lewis-McChord.

Provided technical guidance and training to subordinate technicians on programing, installation and maintenance of all third party software and hardware platforms as well as using administrative tools.

Computer Network Defense Manager July 2012 – Aug 2015

Led, managed, supervised staff in all aspects of Cyber Security support of 3 major government organizations. Enforced security capabilities and regulations to ensure standardization of applications and services supporting 7000 plus personnel, to include intrusion protection, intrusion detection, incident response, certification, and vulnerability management.

Managed projects: decommissioned a data center from six national agencies; consolidated admin support and user accounts; recouped $750,000 in hardware and $90,000 in annual maintenance costs.

Monitored, assessed, and ensured compliance IT security policies and standards, to include user agreements, password complexities, and multi-level security systems.

Managed Command Cyber Readiness Inspection consisting of 7,000 Network Infrastructure items, pre-inspection was key to region’s overall Excellent Rating.

Enforced cyber security capabilities and regulations to ensure standardizations of applications and services supporting over 7,000 personnel in three separate enclaves.

Organization hand receipt holder for over three million dollars’ worth of military tech vehicles and equipment with zero loss, increased overall mission readiness.

Information Assurance Security Officer Dec 2009 – Jul 2012

Scanned, Tracked researched and implemented procedures and techniques for C2 structure and CIS capabilities. Maintained multifunctional/multiuser information processing systems, peripheral equipment and associated mobile device platforms.

Provided guidance, assistance, and training to entire staff on Remedy ticket system, WIDS wireless intrusion detection systems and all Mobile device management assets.

Scanned over 400 computer systems utilizing retina tools in preparation for major inspection.

Researched, purchased and fielded the Yellow Jacket which was the latest handheld technology in wireless detection industry.

Supervised, installed, operated, and performed tier 1 level maintenance on multifunctional/multi user information processing systems, peripheral equipment associated devices, with mobile and fixed facilities.

Performed analyst and information insurance functions, conducted data systems studies, prepared documentation and specification for proposals.

Supervised the operations of information support office, to include: printing, publications, record management, and media control. Wrote facility standard operating procedures.

OTHER WORK EXPERIENCE

US ARMY Mar 1999 – Present

Developed media handling with controlled issuance protocols and procedures for multiple agencies thwarting cross-domain violations synchronizing operations.

Performed installation, configuration and servicing of all hardware, software and peripheral devices

Issue resolution, technical support and customer communication utilizing ITIL and lean practices.

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