Engineer Technician Specialist
Resume:
Raphaela Lorraine Bustamante
Sierra Vista, AZ 85635
********.**********@*****.***
520-***-**** – Cell Number
520-***-**** – Home Number
Key Skills
• Security Clearance • Microsoft Office Suite
• Excellent Communication Skills • Excellent Customer Service Skills
• Bilingual • Type 80 WPM
• Supervisor • Telephone Intercept Systems
• Audio Surveillance Systems • Detection Systems
Summary of Attributes
Raphaela Bustamante brings seven years of information technology management and testing expertise to her current work. As a graduate of the Fundamentals of Systems Acquisition Management Course, awarded by the Defense Acquisition University, she understands the role the training and testing process plays in information technology modernization and migration. Further, as a former member of the CONUS-TNOSC service desk staff, she brings frontline experience to her current work as a key member of the Remedy ITSM Flyaway team. In this regard, Ms. Bustamante was responsible for initiating incidents, making routing decisions, resolve, and close Action Request System (and later, ITSM Version 7.1) incidents, and keeping management fully informed of all actions under her purview. Ms. Bustamante has also performed data-gathering, test administration, and testing on such complex Soldier support systems as the Stryker and Land Warrior. She has also served as a counter drug operations specialist where she supported the Deputy Director of the Technology Transfer Program. Ms. Bustamante is currently pursuing higher education at the University of Phoenix, and spends time in support of her family and her church. She has been a resident of Sierra Vista since high school and is a Buena High School graduate. She has seen dramatic change in the information technology world and is excited to be playing a role in continuing this process by supporting the Information Systems Engineering Command in her current role as a business case analyst, instructor, and implementation test professional. Provide direct support for the migrations of Forts Huachuca, Drum, Hunter Liggett/Camp Parks, Hood, Lewis, Detroit Arsenal and Rock Island Arsenal from their current installation-level help desk system to the Enterprise ITSM Remedy service desk module, which includes incident and problem management. This support included developing appropriate support groups, providing timely guidance and direction on ITSM account creation, and ensuring that training was provided. Training support included assembling needed training material, assisting other staff in making sure training packages were prepared and shipped to affected sites, and conducting classroom training to NEC and other staff as determined during pre-visit coordination.
Education
AXIA of University of Phoenix (08/2007 – Present)
Arizona Western College/Vocational Education (05/15/1993 - 06/01/1994) Yuma, AZ
Cochise College (07/15/1988 – 12/1989) Sierra Vista, AZ
Specialized Training
ITIL Version 3 Foundations Certificate (02/ 2011)
Defense Acquisition University (01/2005)
Fundamentals of Systems Acquisition Management Acq 101 (05/2006)
Certification - Contracting Officer's Representative (COR) Course (02/2003)
Technology Transfer Program Training (10/2005)
Awards
Certificate of Appreciation (03/01/2010) NCI
Certificate of Appreciation (10/01/2002) Department of Army
Professional Experience
SRA-Fort Huachuca, AZ (3/2011 – Present)
Title: Engineer Technician Specialist
Duties and Responsibilities:
Under minimal direction, function in advanced specialty disciplines; such as, assembly/integration, cross-discipline functions, data engineering, industry expertise, system infrastructure. Lead and coordinate the design, development, implementation and support of business and/or technical information, technology solutions encompassing multiple specializations, platforms and technologies. Define project scope, plan, and deliverables including cost projections ad proposed implementation dates. Assist leadership in determining technical direction of the task. Research, analyze recommend and implement new technologies, standard processes, tools and techniques. Create portions of informational technology plans bed on an understanding of the customer’s organizational strategic direction, technology context and business needs. Coach and provide technical leadership to others on the application of new technologies, appropriate project management and system development methodologies. Provide technical support for service desk personnel through participation in on-site remedy Spiral Implementations, as well as business case analysis and programming design to ensure selection of appropriate technology and the efficient use of resources during the assimilation of Remedy Version (7.1 – 7.6). Identify, develop, update and enforce standards and procedures. Monitor and ensure resolution of performance issues. Research, evaluate and maintain current on emerging tools, techniques and technologies. Provide on-site documentation, data gathering, analysis, technical support and direction. Provide hands-on-training of the tool Remedy ITSM 7.0-7.6 on Incident, Problem, Change, Release and Configuration Resolution on NEC installations Army wide.
NCI-Fort Huachuca, AZ (3/2010 – 3/2011)
Title: Networthiness Analyst
Duties and Responsibilities:
In support of the Army Networthiness Program and AR 25-1 mandates, review Networthiness request checklists, conduct gap analysis, contact requesting organization to obtain additional information, develop Enterprise Impact Assessment documentation, produce DRAFT certificate of Networthiness and deliver to government for review and signature by the Department of the Army Approval Authority (DAA). Recommend type, extent and restrictions for certificates, as applicable. Conduct a technical review of systems or applications to include a review of applicable ports and protocols, workflow, National Information Assurance Partnership (NIAP), Federal Information Processing Standard 140-2, Network Operations (NetOps), and Army Golden Master (AGM) suitability and compliance. Contact other 9th SC (A) staff elements to obtain Host Based Security System (HBSS), NETOPS reviews, and Global Network Enterprise Construct (GNEC) compliance and applicability. In this regard, ensure that no system or application currently in use duplicates requestor's application or system in terms of functionality and either Enterprise or local network use. Perform Supply Chain Risk Management (SCRM), Foreign Ownership Control or Influence (FOCI) checks to ensure lifecycle support for system or application under Certificate of Networthiness consideration.
NCI – Fort Huachuca, AZ (11/2008 – 3/2010)
Title: Senior Technician Specialist
Duties and Responsibilities:
Make regular contact with Army Network Enterprise Centers to determine ITSM remedy threshold and objective requirements. Provide guidance and direction to Network Enterprise Center subject matter experts in developing locally customized ITSM Remedy routing
processes. Make regular contact with the CONUS-TNOSC to address migration issues related to accounts and proper routing alignment for Network Enterprise Center service desk and Tier II personnel. Develop ITSM training methodology that led to the successful training of Network Enterprise Center personnel. Resolve routing and ITSM account issues while on site. Write after-action reports and out brief documents that were used by government engineers to devise further enhancements to the Army's ITSM functionality. Produce and prepared training materials to be used by onsite migration technical staff. Researches, analyzes, recommends and implements new technologies, standard processes, tools and techniques. Creates portions of information technology plans based on an understanding of the customer's organizational strategic direction, technology context and business needs. Coaches and provides technical leadership to others on the application of new technologies, appropriate project management and system development methodologies. Provides technical support for service desk personnel through participation in on-site Remedy Spiral Implementations, as well as business case analysis and leadership, throughout all phases of the implementation. Reviews other system and programming designs to ensure selection of appropriate technology and the efficient use of resources during the assimilation of Remedy Version 7. Identifies, develops, updates and enforces standards and procedures. Monitors and ensures resolutions of performance issues. Researches, evaluates and stays current on emerging tools, techniques and technologies. Provides on-site documentation and data gathering, analysis, support and direction.
GDIT/ STG - Fort Huachuca, AZ (10/2006 – 04/2007)
Title: Help Desk Coordinator
Duties and Responsibilities:
Support Continental United States Theater Network Operations and Security Center Provide initial point of contact via help desk environment for customers requiring assistance with computer hardware, software, and network problems. Responsible for recording reported incidents of disruptions or difficulties and assign to the proper tier location (using REMEDY ITSM 7.0 software). Responsible for the analysis and reporting of network system outages and security alerts. Provide technical support worldwide for the Army Installation Support Modules and Terminal Server Access Controller Systems accounts. Open and close trouble tickets, perform quality control, and generate reports and statistics for use within the Army Signal Command. Remain aware of any issues that pose a threat or may cause a disruption within the military networks. Implement a given standard of operations to ensure that problem resolution is quick, effective, precise, and consistent regardless of the presented situation. Operate computer terminals with software packages including: Windows NT and Microsoft Office. Practice operational security at all times.
Newtec, LLC - Fort Huachuca, AZ (08/2006 - 08/2006)
Title: Computer Operator I
Screened incoming calls, conducted networking to include installation and testing of systems. Team member in assisting with configuration of routers, switches and smart hubs troubleshooting and testing the equipment. Performed tests on ISYSCON (V) 4 tactical internet management system and experienced on radio communication systems operation and maintenance. Performed duties of requiring use of standardized technical manuals, technical material on troubleshooting and field data collection. Collected and provided information data collecting in a military testing environment. Knowledgeable of military missions, organizations and equipment. Expert knowledge on tactical signal organizations, equipment, systems, network architectures, doctrine and policies. Knowledge of Joint Network Node and voice, video and data communication tools designed to meet Corps, Division, Brigade and Battalion Commands Posts. Knowledgeable on joint signal interface requirements and interoperability issues in order to address signal/communications support in a joint environment. Thorough knowledge of modular force structure doctrine development and documentation functions related to the implementation of force structure initiatives impacting activations, deactivations, relocations, stationing and conversions of FORSCOM AC and RC units. Knowledge and experience in Crisis Action Team (CAT) and Battle staff operations. Evaluate signal, command and control and battlefield digitization concepts and the proper integration of the expeditionary signal units within various theaters.
Newtec, LLC - Fort Huachuca, AZ (06/2006 - 08/2006)
Title: Engineer Technician I
Duties and Responsibilities:
Participated in Land Warrior and Stryker Field Test Operation. Performed and troubleshooting a FBCB2, Tims and MANPRINT while using Microsoft Access. Performed tests and evaluated data collection including Reliability, Availability, and Maintainability (RAM) test using Microsoft Access. Received from data collectors from data collectors and consolidated information into and excel file in a military testing environment. Basic knowledge of military missions, organizations and equipment installation and testing. Provided Incident Report Ram test TIR's and provided logistical inventories. Technical skills required use of standardized technical manuals, materials and field data collection forms. Collected and provided data collecting in a military testing environment. Interacting with internal and external subject matter experts to document tactics, techniques and procedures necessary to remotely operate and maintain this evolving technology. Acted as the focal point to define, develop and internally submit measurable project deliverables for operational management, control and reporting of services delivered by this initiative.
Electronic Proving Ground - Fort Huachuca, AZ (10/2002 –06/2006)
Title: Counterdrug Operation Specialist
Duties and Responsibilities:
Acted as a liaison for the Director and Deputy Director of the Technology Transfer Program (TTP). Provided support to the Executive Office of the President, Office of National Drug Control Policy (ONDCP), and Counterdrug Technology Assessment Center (CTAC). Provided administrative, operational and logistics support to federal, state, and local law enforcement agencies conducting counter drug operational missions throughout the United States. Provided responsive assistance to law enforcement agencies requesting technology equipment through the TTP. Managed, prioritized, verified data accuracy, and processed applications, equipment identification, training, and equipment deliveries. Transcribed, disseminated, and filed minutes of meetings and conferences. Sorted and distributed mail; photocopied relevant material; created and maintained filing system; formatted outgoing mail in conformance to army regulations. Maintained and prepared duty roster for periodic security inspections. Acted as a liaison to agencies during training sessions. Coordinated training information assist in preparation of travel packets and prepared briefing packets and agendas for visiting officials. Maintained a professional working level of knowledge of all the technologies offered by TTP to include audio and surveillance systems, telephone intercept systems, detection systems and devices as well as command, control, communications, and intelligence systems.
Bank of America - Tampa, FL (03/1998 to 01/2000)
Title: Support Specialist II
Duties and Responsibilities:
Team Member Accuracy Verifier, verifying work productivity; account processor; verified checks; keyed nightly batch totals; mail sorter.
Post Exchange-NAF - Tampa, FL (10//1997 - 03//1998)
Title: Sales Associate
Duties and Responsibilities:
Trained new employees; priced and displayed clothing merchandise; worked closely with Department’s security; tracked the flow of merchandise within the fitting rooms.
Non Appropriated funds - Germany (03//1995 - 04/1995)
Title: Reservation Specialist
Duties and Responsibilities:
Data processing; made reservations; operated telephone switchboard system; prepared regulatory reports; operation of front desk; HOMES computer systems.
Arizona Western College - Yuma, AZ (09/1993 - 01//1994)
Title: Receptionist
Duties and Responsibilities:
Composed business letters, sorted and distributed mail; public relations; data processing.
Contact this candidate