Brian K. Nixon E-mail: adu039@r.postjobfree.com

***** ****** ** *** *** Cell: 703-***-****

Centreville, VA 20120

Security Clearance:

Secret; DoDCAF, March 2020

Special Qualifications:

Possessing 20 years of leadership and technical experience in the U.S. Air Force culminating as a Senior Non-Commissioned Officer in Cyber Systems Operations, I bring a special set of skills in support of Information Technology. I extended computing and communication mission critical needs to the Warfighter serving deployed for Operations Enduring Freedom (OEF) and the Afghanistan Campaign. My extensive experience encompasses positions as a Systems Administrator, Communications Security (COMSEC) Responsible Officer for my organization and IT Service Desk Manager. I have served in a variety of leadership positions with expanding levels of managerial, organizational, communications, talent and career management, decision-making and problem resolution responsibilities. I am an experienced and proven manager with exceptional team building and collaboration capabilities. I have been evaluated as a self-motivated, flexible and responsible leader.

Work Experience:

Service Desk Support Manager 10/2021 – 05/2022

Peraton (DoS)

Responsible for the daily operations of the team leads and Service Desk team.

Supervised all daily activities with Microsoft Teams Chat and coordinated operational activities for leadership and the client.

Assigned work based on current staffing, recommended candidates for employment, made recommendations for termination, conducted performance evaluations and salary reviews for assigned staff and is responsible for the application of company policies.

Managed service requests and incidents to include handling escalation of high and critical outages to tier 2.

Interacted with other teams such as network services, software engineering, and/or applications development to restore services and/or identify and correct the primary problem.

Assisted in the implementation of policies and procedures regarding how problems are identified, received, documented, distributed, and corrected by the Consular Affairs Service Desk.

Provided leadership assistance, guidance and coaching to staff members and intervened when necessary to aid staff in resolving issues.

Executed weekly meetings with staff to go over current issues as instructed by the Service Center Leader and government counterparts.

Worked with knowledge management and training teams to identify solutions to common issues impacting the Service Desk.

Administered the use of the ServiceNow knowledge base to research, analyze, and resolve support issues received by phone and email.

Established Service Desk processes and procedures and partner with Service Desk Leader to establish core performance management approaches, and incentives to increase retention.

Desktop Support Project Manager 03/2020 – 09/2021

Leidos (DEA)

Provided supervision and direction to desktop support team.

Managed Service Manager queues to ensure tickets are assigned, prioritized, and categorized correctly.

Acted as escalation point for all service requests and incidents.

Reviewed and updated SOPs as required.

Identified trends in user requests and problems.

Identified opportunities for customer service and service desk improvements.

Monitored inventory and equipment shipping to DEA sites for Windows 10 technical refresh.

Maintained and coordinated MIRS travel schedule for technical refresh.

Provided weekly refresh status report to government and updates SharePoint meeting notes.

Updated technical refresh dashboard to display current project completion status.

Deputy Service Desk Manager 09/2016 – 01/2020

CACI (DHS HQ)

Acted as point of contact in absence of Service Desk Manager.

Represented organization as initial escalation point for all Service Requests and Incidents.

Supervised, directed and mentored Service Desk Leads.

Established and monitored team KPIs to ensure quality of calls, email responses and ticket documentation.

Managed automated call distribution system driving customer service to exceed SLAs.

Effectively managed Service Desk daily operations to include Incident Management, Problem Management and Request Fulfillment via ServiceNow.

Built relationships and coordinated support with other functional leads to facilitate quick resolution of issues.

Reassigned or escalated Incidents and Service Requests to appropriate support level, third parties or other teams where appropriate.

Applied technical knowledge to manage staff activities in solving common and complex business/technical issues within established policies.

Provided guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility.

Implemented and maintained SOPs for new systems, processes and procedures.

Analyzed and tracked Problem Management tickets related to DHS IT environment.

Compiled and organized data for monthly status reports.

Performed trend analysis and metrics to management based on data and monthly status reports.

Provided recommendations to the Government on issues/problems identified and reported in trend analysis.

Participated in daily operations meeting reporting the status of tickets and any Service Desk issues/problems.

Assisted as substitute trainer conducting onboarding training for new Service Desk personnel.

Service Desk Lead 07/2015 – 09/2016

CACI (DHS HQ)

Responsible for opening, tracking and resolving trouble tickets. Ensures problem ownership and promotes customer satisfaction.

Monitored the call management system to ensure calls are being answered to meet SLAs.

Serves as in end user systems. Assists users with complex issues regarding client issued proprietary databases, software, software configuration control and system.

Defined and classified priority and nature of Incidents and Service Requests.

Verified whether issues could be resolved remotely or required physical interaction with customer and assigned tickets to the appropriate team.

Operations Support Lead 02/2014 – 05/2015

Quality Technology, Inc.

Managed closely with the Program Management Office, tiered support and customer service representative teams to ensure that quality, productivity and key performance indicators are achieved.

Assisted Project Manager and Operations Managers with overseeing client relationships and expectations.

Managed a team of customer service representatives communicating expectations, ensuring department performance, and driving support of strategies tied to outstanding customer service through adherence to quality standards and performance metrics.

Established and maintained a positive work environment that fostered quality and commitment to customers.

Coached and mentored team members while documenting processes, and analyzing trends in order to achieve exceptional levels of customer service in the call center environment.

United States Air Force 09/2011 - 05/2012

Flight Superintendent (Operations Manager)

HQ Air Combat Command, Director of Communications and Information, Air Combat Command Communications Support Squadron, Plans and Resources

Served as the enlisted leader of 200 member flight enabling combat power by managing the application, acquisition and implementation of command, control, communications, and computer requirements.

Managed budget requirements, plans and project manager support.

Maintained and developed training plans, security strategy and the deployment process for all squadron personnel.

Responsible for Resource Management, Manpower and Organization, Training Management, and Software Maintenance Management.

Non-Commissioned Officer in Charge (Operations Supervisor) 03/2011 - 08/2011

United States Forces Afghanistan (USFOR-A), Joint NETOPS Control Center-Afghanistan

(JNCC-A), Engineering

Led 13 joint service enlisted members providing 24/7 command and control support to six Regional Network Control Centers (RNCC) for 100K+ US and NATO users.

Directed the completion of 60 tactical and strategic Telecommunications Service Requests to increase network bandwidth in support of the Combined Joint Operations Area-Afghanistan.

Managed major tactical and strategic satellite transition to upgrade vital mission circuits.

Structured database tracking 25 plus key projects and tasks in support of Afghanistan-wide network upgrades and improvements.

Administered classified/unclassified Microsoft SharePoint 2010 site maintaining mission critical data repository.

Section Chief (Service Desk Manager) 03/2010 - 01/2011

HQ Air Combat Command (ACC), Director of Communications and Information (A6), 82d Communications Support Squadron, Global Command and Control System Help Desk

Led 24 military, civilians, and contractors providing 24/7 Windows, UNIX, and database support for $5M key Air Force Command and Control logistics planning tools.

Managed equipment operations and maintenance/security programs affecting 800 users, 18 bases, 2 Numbered Air Forces, and 5 Combatant Commands.

Focal point for ACC Director of Communications & Operations Directorate GCCS Program Management Office; directed GCCS software releases for command.

Conducted site survey and analyzed user requests and requirements for GCCS support during exercises and contingency operations.

Spearheaded resolution of 3,558 Remedy tickets including 77 security patches providing unmatched 100% system uptime rate.

Managed critical software version upgrades de-conflicting 242 ACC client updates ensuring uninterrupted operations.

Led team/tasks to accredit $4.2M GCCS revised version release resolving 120 discrepancies <4 days.

Reviewed and coordinated Service Level Agreements (SLA) between ACC GCCS and external agencies.

Reviewed and coordinated Statement of Work for ACC GCCS contractors providing system and network administration.

Reviewed and modified GCCS section Continuity of Operations plans (COOP).

Section Chief (Service Desk Manager) 04/2008 - 05/2009

HQ Air Combat Command (ACC), Communications Group, 82d Communications Support Squadron, Air and Space Operations Center Weapon System (AOC WS) Help Desk

Led 33 military/civilians/contractors providing field support for Air Operations Centers worldwide.

Coordinated current and future AOC support requirements with lead command organizations.

Supervised $5M in assets directing Theater Battle Management Core System Unit Level (TBMCS-UL) Help Desk operations.

Led resolution of 704 TBMCS-UL system outages providing war planning capability to 15 bases.

Led resolution of 727 AOC command and control outages enabling scheduling and generation of 30K+ deployment missions.

Assisted $4M AOC Help Desk relocation guiding complete hardware and operations transference to new facility.

Provided support for AOC capability tests providing manning for seven events to deliver superior command and control system.

Reviewed and coordinated Statement of Work (SOW) for AOC contractors providing system and network administration.

Reviewed and modified AOC section Continuity of Operations plans (COOP).

Communications Watch NCO (Watch Non-Commissioned Officer) 04/2004 - 04/2008

Defense Information Systems Agency Joint Staff Support Center (DISA-JSSC), National Military Command Center (NMCC), Communications Watch Office Non-commissioned Officer

Maintained over 800 contingency data circuits and 88 C2 communications, computer, and information systems.

Led priority circuit repair coordinating with three DOD agencies to restore NMCC Presidential hotline to the White House.

Coordinated Director of Operations residence secure phone outage restoring critical secure communications capability within 30 minutes.

Responsible for ensuring 100% technical support to the Joint Staff, Information Systems Office and other high-level users during various exercises and real world crises.

Provided user-level Global Command and Control System (GCCS) and National Command and Control Systems (NCCS) training to DOD military and civilian personnel.

Developed lesson plans, functional user guides, and training documentation for GCCS and NCCS.

Identified and coordinated mission training requirements for daily operations and long-range planning of CWO teams.

Wrote COMSEC procedures, managed participation of personnel in AF COMSEC program, and managed COMSEC material in support of NMCC Strategic Watch mission.

Coordinated mission training and reported CWO team readiness for division.

Developed and maintained standard operational procedures (SOPs), program maintenance manuals and operation guides as well as training plans and requirements for personnel.

Managed 5,000 information system assets valued at $30M, impacting the operations of the AIA LAN for over 2,800 customers at AIA, Joint Information Operations Center, AFIWC, 67th Information Operations Wing, and AIA-supported units worldwide. Managed customer accounts, applied audit controls, and maintained security levels.

Performed system administration on four 24-hour message processing systems in direct support of AIA, National Security Agency, Air Force Computer Emergency Response Team, and seven remote units worldwide.

Performed system configuration, network troubleshooting, training, security, and system monitoring.

Education:

DeVry University

B.S. Business Administration

Concentration: Project Management

Certifications:

ITIL v3 Foundation

HDI Support Center Manager

Technical Experience:

Windows Server 2016 Active Directory; Windows Desktop Support; Microsoft Office 2010/2013/O365; Windows 7; Windows 8; Windows 10;Microsoft SharePoint 2010/2013; Blackberry Server; BMC Remedy; Five9 Call Center Software; CA Privileged Access Manager; 8x8 Cloud Communications; CA Privileged Access Manager; BOMGAR

Awards and Honors:

Meritorious Service Medal

Joint Service Commendation Medal

Joint Service Achievement Medal

Air Force Achievement Medal

Joint Meritorious Unit Award

National Defense Service Medal

Afghanistan Campaign Medal

Global War on Terrorism Expeditionary Service Medal

Global War on Terrorism Service Medal

NATO Non-Article 5 Medal for ISAF

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