itsm | devops

ITIL Expert | Agile | Project Management

RSS Feeds on CyberSecurity and Big Data

A driven professional 13 years now in management of information systems and personnel in 24/7 environments.  Implemented all phases of the service lifecycle while project managing physical and virtual system integrations to ITIL standards.  Leading by example and being a technical trainer and mentor teaching over 200 to date in multiple languages. Strategy driven cost savings for large enterprise and operational support of multi-million dollar assets to include SLA agreements for the State of Texas, utility renewables for the city of San Antonio and the United States Navy.

ITIL Project Management

2016- US Air Force (current)

ITIL Expert Consultant to Design and Operations Domains

Air Force Education Training Command

2015- OCI Solar Power

Capacity and Availabity Process Owner
NIST Compliant Network
Network Devices- 12,400
Server 2008 to 2012- 14 Servers

2013- OCI Solar Power

Capacity and Availability Process Owner
53 laptops- 116,600
Network L1- 53,000
Network Devices- 13,100
Peripherals- 31,800
3 servers- 36,300
FOB Physical Security- 22,300
VMWARE Enterprise 5.5- 14,000
120 users: Windows 7, Server 2008, 2012
287,100 | Self & 3rd Party Vendors | 90 Day Project

2012- CMS Crypto Command

Service Asset and Configuration Manager
120 desktops- 81,600
Peripherals- 42,000
4 servers- 13,200
230 users
Windows XP to 7, Server 2003 to 2008
136,800 | Team 3 | 60 Day Project

2010- USS Ronald Reagan
Service Asset and Configuration Manager

3500 desktops- 2.275 million
Peripherals- 1.05 million
28 servers- 86,800
6,500 users
Windows XP to 7, Server 2003 to 2008
3.412 Million | Team of 21 | 180 Day Project

2006- USS Princeton
Service Asset and Configuration Manager

350 desktops- 210,000
Peripherals- 105,000
9 servers- 25,200
420 users
Windows NT to XP, Server 2000 to 2003
340,200 | Team of 5 | 90 Day Project

Professional Experience

ITIL Availability Process Manager

Soft Tech Consulting, ITIL Air Force AETC Project Managers

San Antonio, TX

• The Availability Management Specialist is responsible for process ownership, management, or practitioner roles of the Service Management System (The IT Service Provider (ITSP)) Availability Management (ITIL AvM) process as directed. 
• Assist with document, process reengineering, and procedure creation to support the above processes. Primary roles are to provide Availability Management activities to ensure the warranty aspects “fit for use” of the AETC service offerings to achieve specific mission impacts.
• The purpose of Availability Management is to provide a point of focus and management for all availability-related issues, relating to services, components and resources. The availability management process ensures that all operative services meet the agreed availability goals and that all new or changed services are created appropriately in order to meet the projected goals without affecting the existing services. 
• Availability Management activities should consider the availability, reliability, maintainability and serviceability at both service and component level.

Adjunct Professor

ITT Technical Institute, Leading Online College in Information Technology

San Antonio, TX

• Access Security driven by CISSP lectures and CEH Labs.
• Java Android Development with the new Android Studio Platform.

IT Manager, Windows
Atos, IT Enterprise Support to The State of Texas
Austin, TX
• Implementation of Lean Strategy and ITIL to improve process handling of tickets by 60% in first 90 days.
• Reduced service queue breach report for 2016 by 75% with queue statistics and team placement.
• Process improvement to critical patching of 2 data centers and 5,000 servers to be in compliance.

IT Lead in Helpdesk/Systems/Network/Knowledge Management                           
United States Navy

San Diego, CA , San Antonio, TX

My time in the military was fast paced and long hours with 14-16 hour days and working 7 days a week on deployments lasting 6-7 months at a time.  I advanced fast moving up 5 ranks in 7 years and becoming the expert in our technologies eventually leading teams of 4, 5, 8 and 15 with a total of 8,000 users and 19,000 accounts worldwide.  I advanced my direct reports careers in rank and certifications through training and mentoring as the training officer for the department.


• Lead IT and Helpdesk for 4 administrators in day to day functions, training, mentoring, creating goals and milestones that are company driven.
• Tech-refresh and implementation of server 2003/ windows XP to server 2008/ windows 7 of 65 clients and 2  servers.
• Security manager for Texas encryption keys consisting of 26 sites and 600 keys.


• Domino Lotus Manager for 7 locations 19,000 user’s total managing 15 IT personnel.

• Knowledge Manager and site implementation for entire battle group which included a 24/7 support      environment during deployment operations. 
• Helpdesk Manger creating the framework for escalation and tier support to be fixed to time and impact analysis of the system or user to the organization.
• Reduced trouble calls by 10% each year across 5 ships by implementing ITIL service management standards.
• Training officer certifying 12 staff members to become DoD directive compliant.

• Configuration manager for all Windows and Cisco equipment to include 6 servers, 4 routers and 12 switches.
• Watch Officer for Sensitive Systems Equipment Space and Radio Communications to a staff of 5.
• Tech-refresh and implementation of Server 2000/NT to Server 2003/XP of over 200 clients and 6 servers.

Education and Certifications

Masters in Business Administration (current student)

Texas A&M University, San Antonio, TX, 2018

Master of Science in Management of Information Systems
National University, La Jolla, CA, 2015

Bachelor of Arts, Mass Communications
Texas State University, San Marcos, TX, 2000

(IAVM)  US Navy, Information Assurance Vulnerability Manager, 2008
(JNETCORE) US Navy, Journeyman Network Curriculum, 2007
(CTO) Cryptography and Encryption School, 2004

ITIL Expert Certification #GR761004572EH | Candidate #9980020402497003

ITIL Operations Support and Analysis

ITIL Planning Protection and Optimization

ITIL Continual Service Improvement

ITIL Service Offerings and Agreements

ITIL Managing Across the Lifecycle
Service Integration and Management (SIAM)

Microsoft Certified Professional
Microsoft Certified Information Technology Professional, Enterprise Server 2008
Microsoft Certified Systems Associate, Server 2008
Cisco Certified Network Associate in Security
COMPTIA Security+

COMPTIA Network+