ITIL/ITSM

Roger D. Larew

240-***-**** *******@*******.*** *******@*****.*** Hedgesville, WV

USAF Veteran

SECURITY CLEARANCE

TS/SCI with Counterintelligence Polygraph

EDUCATION AND CERTIFICATIONS

Stayer University pursuing bachelor’s in information systems with a Major in Homeland Security

ITIL Foundations V3

ITIL Practitioner

SUMMARY OF QUALIFICATIONS

19+ years working in the communications field, with experience working with networking, and computer equipment. System Administration and Help Desk support.

Vast knowledge of ITIL/ITSM framework and Implementation.

11+ years as a Workflow manager for multiple sites stateside and abroad to include SLA compliance.

Extensive knowledge of Service Now, Remedy, and Jira ticketing applications

Strong customer service, customer support, and time management skills.

Ability to manage and be a team lead.

Maintenance and preparation of daily/weekly schedules in Microsoft Project.

Extensive knowledge of computer systems to include hardware and software installation, maintenance, and troubleshooting.

EXPERIENCE

July 2024 – Current CACI

Configuration Management Analyst All Spark Contract serving National Reconnaissance Office (NRO).

Create and implement processes and procedures for NRO’s accountability of configuration items across enterprise.

Define and Implement Service Taxonomy to include service and service offering to the NRO.

Experience with ServiceNow ITOM Discovery, CMDB, and Service Mapping capabilities and provide onboarding procedures to new customers within the agency.

IT Project Lead, CACI, March 2024 – July 2024

Assess and document the IT Service Management capabilities.

Apply knowledge of ITIL based Service Management processes and best practices to design situational awareness dashboards, workflows and processes tailored for the Program.

Identify and document ITSM related requirements using government provided tools, ensuring there is a mechanism to track and report project progress.

Identify and document opportunities to instrument applications enabling monitoring/situational awareness at an application layer.

Work with the PMO office to integrate Program ITSM requirements to capabilities offered to the customer community.

Provide documentation, mentoring and training to stakeholders and staff enabling appropriate use of relevant tools and capabilities.

Provide measurable lists of activities, project timelines and updates to communicate project status.

Business/Systems Analyst, CACI, December 2022 – February 2024

Responsible for support of program business and functional operations

Duties may include identifying and facilitating resolution of operational issues and acting as a liaison between technical and functional areas.

Support the Program Manager in planning, monitoring the program activities.

Perform business analytics for Service Catalog within ServiceNow Fulfillment Portal on customer Service Requests

Conduct audits on ServiceNow tickets submitted from portal.

Conduct User Acceptance Testing to enhance the system.

Follow-up with customers to receive feedback and suggestions for Enhancements to ServiceNow to make it more user-friendly.

Understand business processes and workflows associated with ServiceNow.

Collaborate with other analysts to design reports and provide metrics to higher leadership using Dashboard & Reports in ServiceNow

Actively managed 1000’s of RITM, Change Request and INC to ensure Service Level Agreement (SLA) compliance within ITIL framework.

Configuration Management Analyst, CACI, June 2022 - December 2022

Create and implement processes and procedures for NRO’s accountability of configuration items across enterprise.

Change Manager, Leidos, May 2018 – June 2022

Actively managed 1000’s of RITM, Change Request and INC to ensure Service Level Agreement (SLA) compliance within ITIL framework.

Change Manager, -ManTech International, January 2017 to May 2018

Monitor and resolve all tickets CRQ and INC’s associated with EMCSS contract. Provide backup support for ESD to ensure all SLAs are met per determined criteria.

Three plus years as Change Manager for UFS contract overseeing transition of NGA ticketing system from Remedy to Service Now.

Regional Change Monitor, NJVC LLC, June 2008 to January 20217

Quickly and efficiently respond to assigned Change Requests (CRQ)

Ensure requirements are clarified and have been submitted using the correct Service Requirement Definition

Ensure all appropriate approvals are granted.

Develop requests for Letters of Technical Direction as required by the government customer.

Ensure the implementation of requirements adheres to documented and approved processes.

Efficiently coordinate scheduling to include Task creation and assignments associated with implementation of requirements.

Coordinate dependencies with other IT Service Providers (ISPs) and create appropriate documents.

Provide timely and complete updates within the CRQ to properly document significant impacts, dependencies, and progress.

Maintain and document communication with the customer and technicians during the implementation phase.

Ensure that all customer requirements are met, and that Tasks and related CRQs are properly Closed or Completed within the prescribed criteria of the Change Management (CHM) Service Level Agreements

Ensure that all configuration information related to affected HW hardware and software is accurately reflected in the CRQ.

Provide notification to the Configuration Management Team that the CRQ is ready for updates related to the Configuration Management Data Base.

Provide and document notification of completion of the requirement to the customer and adjudicate any discrepancies.

IMAC Team Lead /Change Manager, NJVC LLC, June 2006 to June 2008

Served as the Lead for the Bethesda Infrastructure Move Add Change (IMAC) Team

Provided end-to-end coordination of projects for multiple organizations, in support of NGA at the Bethesda Campus

Conducted surveys, determined work tasks, and oversaw customer requests for computer equipment moves and installations.

Met with customer representatives to confirm the accuracy of each service request and assessed its business need and technical feasibility.

Managed and lead the IMAC and Cable Teams.

Coordinated and tasked work to the various other service teams for support that fell outside of the scope of the IMAC Team.

Confirmed completion of requests and ensures configuration management information has been updated.

IMAC Desktop Administrator / Integration Specialist, June 2005 to 2006

Coordinate Equipment moves, and changes in the IT infrastructure.

Conduct surveys to determine the requirements for successful integration of equipment.

Use Peregrine Service Center and Remedy to monitor and troubleshoot Issues.

Wrote documentation for quick reference guide for basic Desktop and Networks functions.

Install, Configure, and Maintain Windows XP and 2000 machines.

Diagnose Hardware / Software issues and troubleshoot for resolution.

Network Control Center System Administrator and Supervisor, USAF, May 1999 to June 2005

While managing all facets of help desk functions, worked as a system administrator over 5 NT/2000 domains to include NIPRnet, SIPRnet and NSAnet. Performed customer education functions for all network users relating to the use of MS Office 97/2000/XP applications and Windows 98/NT/2000/XP for navigation and configuration.

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