Interviews

Problem Solved.

1. TekSynap -- One complex problem I solved for a client was during my time as Chief Enterprise Architect Integrator at TekSynap, supporting the Defense Logistics Agency (DLA). The challenge was the inefficient and underperforming DISA Help Desk (Tier 1), which was impacting user satisfaction and overall operational efficiency. My approach involved first standing up both an Enterprise Architecture program and a Security Compliance program, which hadn't been formally established. I then focused on integrating these with the existing help desk operations. I implemented data analytics, KPIs, and visualizations (likely using Power BI) to pinpoint the specific gaps and bottlenecks in their processes. By analyzing this data, I was able to deliver targeted solutions and training to the "challenging" workforce, ultimately improving their ability to meet SLAs and enhance the overall quality of service. This integration of architectural oversight, security awareness, and data-driven process improvement led to a measurable improvement in the DISA Help Desk's performance.

2. ASM -- One client escalation I was able to help solve occurred during my time as Director of Service Management/Solutions Architect at ASM, supporting the Department of Commerce (DoC). There was a significant issue with the help desk's training time for new personnel, which was taking approximately three weeks and impacting the team's capacity to handle the workload effectively. This was escalating into frustration among both new hires and existing team members. To address this, I implemented process improvements and technology integration. By re-engineering the service processes and better interconnecting technologies like ServiceNow and SharePoint, I was able to reduce the new personnel training time from three weeks down to just three days while maintaining the total quality of service. This dramatic reduction in training time directly addressed the capacity issues and the resulting frustrations, effectively resolving the client's escalation regarding onboarding efficiency.

Requirements/Needs.

• DoD & Federal Agencies -- I possess over 20 years of extensive experience working with enterprise clients, particularly within the DoD and federal agencies, where I've consistently demonstrated the ability to understand their complex technical requirements. My roles involved developing enterprise architecture programs, providing cloud security expertise, addressing specific technical challenges like modernizing financial systems, leading digital transformation initiatives focused on Zero Trust and Post-Quantum Cryptography, and improving existing systems using data-driven insights, all while leveraging frameworks like DoDAF, ITIL, and security standards like NIST and CISA to translate business goals into actionable technical solutions. My track record showcases my capability to effectively engage with enterprise clients and thoroughly grasp their diverse technical needs.