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Since becoming involved in IT Service Management almost 19 years ago, I’ve been a champion for designing and delivering the most effective services in the most efficient way, where each and every process is continually improved upon until ultimate performance is achieved.

Providing a service is one thing, but providing the right service is key. I have worked across all levels of organizations to elicit, define, and implement technology services that directly delivered outcomes that were aligned with current and future business needs.

With a very broad range of practical experience in help desk support, network design, software development, consulting, service management, service design, and service delivery, I am up to the challenge to put my skills to work.

At the end of the day, helping an organization be better today than they were yesterday is not just a job function for me, it is an attitude and way of life. I personally enjoy shining light into the unknown seeking out risk and failure and when they are encountered, kicking in their teeth and moving forward to complete the objective.

Work experience

Sep 2012Apr 2015

Chief Operating Officer

Ground Forces testing

Managed the delivery of proctored exams for national and international organizations such as Pearson VUE, Kryterion, Castle Worldwide, Certiport, and many others.

  • Implemented multiple Knowledge Management initiatives, resulting in immediate access to relevant information, within three clicks of a mouse
  • Drafted documents outlining step-by-step business processes in order to facilitate consistent Service Delivery of exams
  • Operated this business in the most efficient way possible through disciplined documentation and monitoring of all activities Sold the business to AcuSkill in
Jan 2014Oct 2014

Senior Systems Administrator

ManTech International

Managed Information Systems support capabilities for the Fort Carson Directorate of Logistics (DOL).

  • Performed Tier I and Tier II Field Support Representative (FSR) for over 25 Windows 7 machines on the Fort Carson installation
  • Took the initiative and created pre-configured system images, drafted step-by-step deployment/installation procedures with a recovery plan to complete estimated 30 hour upgrades in only 4 hours, resulting in an 87% increase in Service Delivery efficiency
Apr 2009May 2014

Chief Technology Officer

MyPC Solutions

Provided Managed Services, IT Consulting, Computer Repair, A+ Boot Camps, and Business Website Implementations.

  • Microsoft Partner delivering Microsoft Intune services to clients
  • Drafted detailed IT Service Level Agreements (SLA) for multiple clients
  • Drafted detailed workflow process diagrams
  • Service Disable Veteran Owned Small Business (SDVOSB)
Mar 2011Dec 2011

Senior Systems Administrator

Thoth Solutions Inc
Senior Systems Administrator Provided on-call IT Support for 12 computer workstations and 12 printers on Fort Carson
Jun 2010Mar 2011

IT Instructor


IT Instructor Provided IT certification training for 4th ID on Fort Carson, CO 

Jun 2009Mar 2010

Knowledge Management Practicioner

Delta solutions and strategies inc
  • Provided Technical Business Process support for NORAD USNORTHCOM J5.
  • Assisted personnel in the understanding and use of SharePoint Lists and Libraries, how to plan their creation, customize, and share them without sending documents through email, increasing work productivity and decreasing bandwidth usage.
  • Focused upon the solution rather than the technology. Once the solution agreed upon, personnel were willing to utilize the technology to make it happen.
  • Once I had done this a few times, personnel were showing their coworkers. However, when I showed a few of them how to create customized Views for their Libraries, you would have thought that I was walking through the halls handing out bacon.
Jun 2005Sep 2007

Network Administrator

CC Intelligent Solutions

As a Network Administrator, I installed operating systems and built multiple server stacks containing Windows Server 2003, SharePoint, SQL, and RAID configurations for the Knowledge Management Office at Headquarters, XVIII Airborne Corps.

In addition to those responsibilities, I also worked as a Junior Business Analyst under the direction of a Senior Business Analyst, working on delivering additional software applications for the military clients:

  • Led and participated in briefings, meetings, and working groups, gathering feedback and articulating those results into tangible objectives and tasks
  • Provided hands-on training for small and large groups consisting of up to 50 personnel
  • Demonstrated flexibility and the ability to learn quickly in rapidly changing environments, and assisted with producing professional, client-ready deliverables
  • Researched and captured process-related best practices and lessons learned to apply across the organization
Jun 1996Apr 2005

IT Operations Manager

U.S. Army

Responsible for planning, integration, and deployment of tactical and strategic Enterprise Information and Telecommunications Systems.

  • Project Manager for multiple projects to deliver IT Service Capability to units and organizations. Activities included site surveys, setting scope of work, developing tasks and work schedules, as well as determining manpower and asset allocation.
  • Drafted and implemented business processes and Service Level Agreements (SLA) for IT Service Desk (SD) operations, Incident Management (IM), and Continual Service Improvement (CSI) activities.

All of my assignments landed me in the IT Service Management arena in some way, primarily providing network and data services. Regardless of where I was or what I was doing, I had one goal in mind:

Provide the BEST IT SERVICES in the most efficient and effective means as possible!

The most results-oriented initiative I oversaw was transforming the Network Enterprise Technology Command's (NETCOM) Technical Support section from an inefficient and disorganized IT Help Desk with a 90 day ticket backlog into an efficient, organized, and confident Service Desk fully aligned with NETCOMs IT Service Strategy within 180 days and zero backlog within 60 days.

I led this endeavor by:

  • Ensuring all support personnel understood the purpose of the Service Desk and it's relation to the Enterprise Service Strategy
  • Understanding the knowledge, skills, and abilities of the personnel delivering services and allocating them into positions that they were best suited for
  • Improving the methods used to deliver services, mainly by requiring documented workflow for each service process and improving them over time
  • Implementing a Knowledge Base containing relevant information about infrastructure, equipment manuals, and tacit knowledge
  • Sending personnel to training in order to correct skill deficiencies and to enhance knowledge and understanding of Service Delivery processes



B.S. Information Technology

Western Governors University