Manager Air Force

Juan A. Gutierrez

804-***-****; *********@*******.***

Objective

Desired goals is to become a proven IT Incident Manager/IT Program Manager to any organization. Always willing to improve and learn new technologies to becoming an assess leading the way to display that the company core service values are aligned with customer business core needs.

Ability Summary

An accomplished, certified Information Operations/incident Manager with extensive experience providing systems administration, triage, user and operational support in both government and military settings for over 21 years. Completed over 22 years of honorable service with the United States Army and Air Force Combine. Adept with communicating to customers and staff about the performance of a wide range of operating systems, software and processing hardware support tasks associated with the ongoing operation, maintenance and enhancement of tactical data information systems and services in accordance with the ITIL Lifecycle processes. Currently possess a TS/SCI with CI Poly Graph.

Employment History

ManTech, Herndon, VA 01/2017 – Present

Incident/Operations Manager/Network Administrator (Enterprise Systems Administrator Watch)

*Supported same contract at NJVC from 04/2008 – 01/2017, roles and responsibilities were the same in each position.

As a DOD contactor for NGA (National Geospatial Intelligence Agency) performed the following: As an incident/operations manager worked with the technical teams to include Networks, Corporate Applications, Common services, engineers, etc.; in a service center environment. Performed triage with the following teams to provide immediate support to restore services to all critical systems. Performed my duties according to ITIL Lifecycle Standards

Demonstrated effective “Command and Control” of the triage bridge for troubleshooting efforts on a large incident or multiple incidents that are significant in scope and impact.

Initiated and provided leadership, strategic/tactical direction related to the successful resolution of a network incident along with any available workarounds.

Facilitates resource engagements and applicable escalations to management either internally or externally

Have a working knowledge of various Network and Client technologies.

Can quickly become familiar with any existing infrastructure and be able to rapidly respond to service impacting outages.

As an Operations Analyst “Communications” role, I can send clear and concise Network Incident Communications per identified processes

Performed on Incident Management projects, specific to Operations, under the direction of the Operations Analyst Manager

Can follow and enhance existing processes and procedures

Answered incoming problem calls from customers and internal sites and engaged necessary resources to resolve associated tickets.

Develop and/or maintain necessary incident management and communication reports

Followed documented Network Center standards and procedures

Coordinate with technicians and engineers to resolve issues and improve the utility of the Information Technology Infrastructure Library process

Perform a wide range of operating system, software and processing hardware support tasks associated with the ongoing operation, maintenance and enhancement of tactical data information systems and services

Provide advice and assistance in the management, planning and coordination of analysis, design and development of infrastructure/training programs, design of network solutions and procurement of recommended solutions

Ensure all priority level 1 and 2 incidents are resolved in compliance with the specified service level agreement and requirements for the global customer base

Monitor critical systems' health with Network HP open view monitoring systems and tools

Troubleshoot networks with network maps and tools

Research trends in data/communications techniques to be used for evaluating LAN/WAN software/hardware support

Organize service restoration teams and serve as a Computer Information Security Restoration Team member to renovate or repair vital systems and report malicious attacks on the customer base and environment

Employ and report all activities associated with the Vulnerability Management System (VMS) to the Department of Defense and resolve high priority incidents pertaining to malicious attacks

Part of change, release management with outage control board team.

Key Accomplishments:

Promoted to Engineer V on July 26th, 2009. Received National Geospatial Intelligence Agency (NGA) Security Management Team recognition in March, 2009 for the success of an NGA Security Management process in defending against the malicious “Conficker” threat, which resulted in no infections to enterprise assets. Honored with the NJVC Team Award and a cash award for resolving major interruptions to critical systems in December, 2008. Received the NGA Enterprise Operations Mission Accomplishment Award. Received the first EMO of the Quarter Award in 2013. Promoted to Team Lead January 2014.

TekSystems Glen Allen, VA 05/2019 – 07/2020

Command and Control (GWB) (IT Project Manager IV)

As a contractor for Bank of America (Global World Banking) GWB as a IT Project Manager IV: monitor and perform triage of incidents that impacts the monetary funds that are processed thru Trade, Foreign Exchange and Global wire transfers to the US Federal Exchange.

This includes hundreds of applications that provide reports to the internal banking system and external banks and clients. Incidents are worked to resolution and escalated as required to minimize Fines, Monetary and Reputational impacts to the banking system. Coordinated with technicians, engineers and development to come up with a workaround to remediated the impacts to clients and initiated the development team on the permanent solution by expediting the change management process were possible to improve the issue as well.

Coordinated with Business operations on possible breach of SLAs to establish the communication process with impacts to external and internal clients on issues with credit, debits or providing ledger/balance reports require by Federal Exchange Standards, this includes escalation to the next management level if issue reaches the priority 2 or 1 thresholds establish by the banking Standard Operating Procedure.

Provided timely reports of incidents and health checks to senior level management.

Analyze and approve emergency and latent changes that are required to bring applications and systems to operational status.

NJVC Inc. Chantilly, VA 04/2008 – 01/2017

Incident/Operations Manager/Network Administrator

Roles, Responsibilities and Accomplishments listed with ManTech experience. Transferred to ManTech when they won the work in 2017.

Raytheon RTSC, Reston, VA 02/2006 – 03/2008

Incident Manager/Senior Computer Technologist I E03

Performed duties congruent with the aforementioned position as an Incident Manager to include:

A wide range of operating systems, software and processing hardware support tasks associated with the ongoing operation, maintenance and enhancement of tactical data information systems and services; configuring and maintaining software and servers; and researching trends in data/communications techniques to be used for evaluating LAN/WAN software/hardware support.

Monitored UNIX, Windows and Library services and reported critical systems anomalies to the Operations Command Center and assigned them the appropriate priority levels.

Experienced in planning/coordinating the integration of information system components; performance tuning tools/ techniques; utilizing system diagnostic tools/fault identification techniques to install/test/operate/ troubleshoot/maintain hardware/software systems.

Participated on the Raytheon Six Sigma team to increase work environment productivity.

Performed my duties according to ITIL Lifecycle Standards in an incident management capacity.

Key Accomplishments:

Reduced inefficiencies by 100% by accurately prioritizing incidents to the proper levels according to ITIL. Recipient of the 2006 NGA Enterprise Services Team Award for the outstanding monitoring and management of three geographical locations providing support to critical NGA assets during the service center relocation. Received the 2007 NGA Enterprise Operations Mission Accomplishment Award for a successful Annual Life Safety Power Outage.

Allied-Barton Security Services, Richmond, VA 11/2004 – 01/2006

Security Officer

Protected property, facilities and personnel from theft and damage, with a computerized physical intrusion system. Operated in a command center environment to examine accesses to controlled and non-controlled areas with over 100 closed circuit cameras. Secured electronic gates and issued badges to authorize access to designated areas. Conducted security rounds to prevent fire and safety hazards. Maintained security logs and reported violations to authorities.

Education and Training

Completion Date

Issuing Institution

Location

Qualification

Course of Study

03/2003

St Leo University

Tampa, FL

Bachelor's Degree

Computer Information Systems/Technology Management

Occupational Licenses & Certificates

Certification Title

Issuing Organization

Completion Date

Expiration Date

Security + CE

COMPTIA

03/2015

03/2024

Network + CE

COMPTIA

03/2015

03/2024

ITIL Foundation

EXIN

10/2007

ITIL Foundation 2011 PeopleCert 08/2016

ITIL Intermediate OSA PeopleCert 09/2016

(IT Operational Support and Analysis)

Honors & Activities

SELECTED PROFESSIONAL TRAINING

National Geospatial-Intelligence Library Site Engineers’ Course

Information Technology Infrastructure Library, IT Service Management Essentials Course

COGNOS PowerPlay Web Data Exploration Course (Received 7 ICCP units and 8 CPE units.)

Unit Safety Management Course

Access 2.0 Level 3 and 4 Training Course

Personnel Data Management Specialist Course

Personnel Information Management Specialist Course

Personnel Administration Course

USAR Personnel Administration Basic Course

USAR Unit Records Administration/Information Systems Course

National Guard Bureau Professional Development Unit Supply Course

Served in the United States Army/Air Force for total of 22.5 years

AWARDS/ACHIEVEMENTS

Global War on Terrorism Service Medal

Meritorious Service Medal 3rd Award

Army Commendation Medal 2nd Award

Air Force Commendation for Act of Heroism

Army Achievement Medal 3rd Award

Air Force Outstanding Unit Award

Army Good Conduct Medal 5th Award

Air Force Good Conduct Medal

Numerous additional awards and letters of commendation from commanders and general staff officers

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