Resume
IT Leadership Experience
3/2024 - Present
IT Program Manager
US Department of Agriculture
Technical Support Division
As an IT Operations Manager, I lead a team of Tier 2 IT Specialists, providing critical support to over 1,200 employees across 100+ offices in Oklahoma. I oversee $4M+ worth of IT equipment and ensure consistent, reliable network services by managing relationships with local Internet Service Providers (ISPs) and enterprise contractors. By managing the IT service ticketing queue, I prioritize timely issue resolution, minimize downtime, and maintain high levels of customer satisfaction. Leveraging ITIL-based service delivery and change management processes, I drive operational efficiency and system optimization. To foster continuous learning and team growth, I coordinate bi-monthly training sessions and accountability meetings, enhancing team performance and technical capabilities. Additionally, I lead key projects, such as implementing Microsoft Teams Voice to replace legacy Cisco VoIP systems, modernizing communication infrastructure. I also handle various administrative functions, including payroll, PTO and sick leave management, promotions, and employee recognition, ensuring a well-rounded, supportive work environment.
4/2021 - 3/2024
IT Team Lead /
System Administrator
US Department of Agriculture
Infrastructure Operations Division
As the leader of a team of Tier 3 IT Specialists, I led the efforts to provide IT services to USDA offices spanning from Alaska to Puerto Rico. I administered Network Attached Storage (NAS) systems, managing petabyte-scale datasets critical to USDA Regional offices, functional labs, and seeding nurseries. My role included administration through Active Directory, QNAP's Q'Center, and NetApp, to maintain secure and efficient access controls to protect sensitive data and systems. I directed the full lifecycle management of NAS devices, including system replications, scheduled backups, and data restorations to ensure data integrity and availability. As a Subject Matter Expert (SME) on major IT projects, I played a key role in the successful consolidation of IT operations under USDA’s federal IT structure. Additionally, I worked to enhance network security by identifying and remediating vulnerabilities, ensuring a robust and secure IT environment. This was a fully remote team so leading this team had different challenges than I had previously experienced. Our team thrived and exceeded the mission.
12/1995 - 11/2006
Electronics Systems Maintenance Supervisor
US Marine Corps
Electronics Maintence
Supervised Electronic Maintenance teams supporting both ground and air units, ensuring the effective maintenance and operation of critical communication systems. Responsibilities included managing quality control and overseeing the lifecycle management of electronic systems to maintain optimal performance and reliability. Led the diagnostics and repairs of complex electronic and communication systems, directly contributing to mission readiness and operational success. Led maintenance teams in both garrison and field environments, providing guidance and support to ensure timely and efficient repairs under diverse conditions.
IT Leadership Development
With extensive experience in hiring, training, mentoring, and evaluating IT professionals, I have built high-performing teams that thrive on collaboration and shared goals. Over 18 years of volunteer leadership, managing both paid staff and volunteers, have honed my ability to motivate teams and foster engagement around a common vision. I prioritize creating an inclusive environment where staff feel empowered, supported, and heard. By reviewing feedback reports and surveys, I proactively develop strategies that address areas for improvement and shape future practices. I maintain an open, candid, and ongoing dialogue to promote the bi-directional flow of information, ensuring staff input helps inform decisions. Meaningful development plans are created for all employees, with clear targets for training, mentoring, and communication growth. Additionally, I emphasize work-life balance, promoting a culture where employees can succeed professionally while maintaining personal well-being.
IT Core Competencies
IT Programs Management
Infrastructure & Network Support
Risk Mitigation & Security Oversight
Team Building & Coaching
SLA/OLA Management
Customer Briefings & Training
ITIL Framework & Change Management
IT Program Leadership & Execution
Budgeting & Cost Optimization
Technical Team Leadership & Training
Customer Relation Management