Overview

I am a United States Navy Veteran. My military portfolio encompasses procurement logistics, budget management, and ground operations within an aviation facility. I managed several programs within an aviation maintenance facility to include corrosion control, hazardous material handling and quality assurance. 

In 1997, I began study in Information Technology earning certifications such as:  A+ certificate, and Microsoft Certified Professional. In 2001, I began work in web hosting as a UNIX/Sun Solaris systems administrator supporting network monitoring, intrusion detection and prevention support. I obtained my Bachelor of Computer Science in Information Technology in 2007. I served as lead IT specialist for companies such as Sprint, AT&T, IBM, Air2Web. I joined the US Department of Treasury/IRS User Network Services in 2011 as Lead IT Specialist. My team directly supported the IRS call center platform of more than 90K enterprise users.

Leadership

As Senior Manager for the Distributed Database Services Branch 1 (DDBS1), January 2025. Under my leadership, Branch 1 provides database administration support for IRS Tier 2 enterprise applications and safeguards the ability to enhance customers' abilities to administer tax law. 

Three Sections within DDSB1 provides day-to-day database administration (DBA) support to a portfolio of over 700 Oracle databases across over 80 project applications.  The support my Oracle teams provide includes database creation and design, patching, performance tuning, security, high availability, disaster recovery, and monitoring. The Infrastructure Section provides technical solutions for database hosting, software for database backups, monitoring, and job control. All four sections engage and work with all divisions within IT in addition to security audits, incident resolution and change request management. 

Program/Project Management 

In my role as program manager representing IRS Criminal Investigations (CI), I was instrumental in leading the internal transition from the aged Footprints ticketing platform to Service Now (IRWorks). I provided leadership, oversight and direction during the organizational/project negotiations with Enterprise Services and Architecture. I led a team consisting of 16 system analysts representing CI Technical Operations, Strategy and planning (HR) and Digital Forensics support organizations through strategic, operational and infrastructure planning. I managed an $1.8 million blanket purchase agreement to fund a CI led user pilot and joint support management agreement of the first release of the Service Now platform. Due to my vigilance, leadership and collaboration, my team received the Deputy Commissioner’s award July 2024. 

IT Expertise

As an Information Technology Specialist, I have had the opportunity to study many fields within technology for operational efficiency. Often described as a jack of all trades, I would more accurately describe my career as diverse and flexible which allows me to quickly adapt to any changes within the environment. I also possess the ability to easily identify patterns and to predict changing trends for future forecasting. This is especially useful in my role as a Technical Advisor for Criminal Investigations. Throughout my career at the IRS, I often partner with various organizations within the IRS on special projects on resource/staffing, account creation, break/fix resolution, new hire setup, and security compliance. 

I am able to evaluate business needs and ensure my organization will meet the support needs for planned IT infrastructure upgrades. I provide processes evaluation to develop documentation for the support initiatives and customer’s satisfaction. One of the larger projects I have led is the Remedy/Footprints ticketing Replacement as phase II of the Service Now project. I was instrumental in leading a team to address cross domain LDAP communications which interfered with communication between the CI and DS (IRS) domain. We addressed implementation concerns, differences between the existing platform, and how the Service Now would change the CI Technology Operations existing business model. My efforts will lead to increased business effectiveness, customer satisfaction, and new service offerings. 

Information Systems Management

My background in webhosting/network monitoring, operations support, and security administration includes several fortune 500 companies. Notable companies I have served as a technical expert in addition to the IRS are AT&T, Verizon, Sprint, IBM, Air2Web and Southern Company. I provide expert analysis of infrastructure, policy, problem resolution and root cause analysis. I created processes in support of change management initiatives. I provide research for emerging theories and concepts in system expansion such as in the Conversion project to move from ACD based systems to Cisco Systems. 

My team delivered a comparison and evaluation of past and present call center staffing trends during heavy call volume. The risk analysis was used to measure the effectiveness of using Voice Call Redirects to manage port capacity.  As part of the joint operations Center consisting of both CCSD and Taxpayer Advocacy Services (TAS) personnel, I built and managed new agent accounts. I also trained junior IT specialist on best incident management practices. I created and maintained COTS products such as EWFM, contact recording and contact analytics accounts.

I often collaborated technical outage support with stakeholders. I led a team of technicians in support of projects such as Unified Command Control Real-Time Reporting (UCC-RTR), Telework, and the CISCO Unified Contact Center Enterprise (UCCE. My work during the projects led to accolades to CCSD for the creation of over 4000 accounts as part of disaster recovery for FEMA support and also for COVID emergency staffing. 

I have served as an administrator for VPN, AT&T dialer and SAP user accounts and created the associated user accounts in Active Directory. As managed services system administrator, I have created and managed DNS zone records for multiple webhosting environments.