Carl Ryan Tucker 5405 Tuckerman Lane #751 North Bethesda, Maryland 20852 Phone. (202) 210-9850 Email. [email protected] Accomplished IT professional with over 10 years of experience. Demonstrated success implementing strategic IT initiatives that improve business functionality with positive impacts on the bottom line. Skilled team player, with proven ability to lead, motivate and maximize productivity. Technology savvy self-starter, adept at moving into new environments to quickly adapt to new technologies fluently. Possess first-rate communications and collaboration skills to lead and work in concert with diverse groups effectively. QUALIFICATION HIGHLIGHTS • • • Active DoD TS Clearance Project Management Knowledge Management • • • ITIL Foundations Certified GOOD for Enterprise ServiceNow ITSM • • • Problem Trending Analysis Process Improvement Team Leader and Manager TECHNICAL EXPERTISE Certifications: Operating Systems: Hardware: Software: e-Learning Tools: Network/Protocols: ITIL Foundations Certification, CompTIA Network+ Certification, CompTIA A+ Certification Windows Server 2003, 2008 & 2012, Windows XP, Windows 7, Windows 8, Apple OS X Switches, PC, Mac, Laptops & Workstations, Servers, Modems, Network Cards, Memory, Printers and other peripheral devices MS Office Suite 2007, 2010 & 2013, Active Directory, Microsoft Exchange Server, Microsoft Lync, Windows Terminal Server, BMC Remedy v. 6 and 7, Adobe Acrobat XI, BlackBerry Enterprise Server, GOOD for Enterprise, QARI ARS, Cisco AnyConnect VPN, ServiceNow ITSM Blackboard v. 9, Moodle v. 1 and 2, Adobe Connect, eCollege LAN/WAN, TCP/IP, DNS, DHCP, POP3, SMTP, FTP, VPN, Ethernet PROFESSIONAL EXPERIENCE Occam Solutions, Inc Desktop Support Manager Bethesda, MD December 2014 – Present Full-Time; 50 hours per week Eunice Kennedy Shriver National Institute of Child Health & Human Development – IT Contractor National Institutes of Health Responsible for the leadership and management for 14 desktop support technicians. Deliver IT solutions and services in collaboration with the senior management team. Mentor technicians to identify career development opportunities through advanced hardware and software training. Coordinate with tier 3 and 4 technical teams to test and implement new systems, applications and changes to the environment. Implement procedures regarding how IT problems are identified, communicated, documented, and assigned. Provide oversight on hardware lifecycle refresh projects. Communicate technical concepts to others in both formal and informal settings. Build and maintain strong working relationships with the user community. Stay abreast of current and emerging technologies and service delivery issues that affect the technology needs of the user community. • • • IT Support Point-of-Contact Knowledge Management Implementation MS Windows and Apple OS X • • • Mobile Device Management (AirWatch, BES) Desktop, Laptop, and Peripheral Support BYOD Support (GOOD for Enterprise) Page 2 Carl Ryan Tucker PROFESSIONAL EXPERIENCE, cont’d Southern New Hampshire University Adjunct Faculty – Online Manchester, NH January 2014 – Present Part-Time; 15 hours per week College of Online & Continuing Education Facilitate online undergraduate courses to ensure students are successful in the classroom. Plan, develop, and execute a variety of information technology courses. Advise learners on different questions including course requirements, due dates, and grading. Communicate effectively with learners through a variety of mediums including face-to-face (via Skype) and via email. Bring real-world experience to the classroom discussions. Adhere to a high standard of professional accountability and ethics. Work with faculty leads to determine best course of action for issues that arise in the classroom. CA Technologies, Inc Sr. Desktop Technical Lead – Windows Bethesda, MD May 2013 – December 2014 Full-Time; 45 hours per week Eunice Kennedy Shriver National Institute of Child Health & Human Development – IT Contractor National Institutes of Health Act as a primary escalation point for a team of 11 desktop technicians to ensure prompt resolution of complex technical IT issues. Take lead on projects and extended projects, as assigned. Test and pilot emerging software and hardware technologies. Investigate and implement process improvement efforts with the team. Lead knowledge management efforts to document standard operating procedures and break/fix documentation. Lead software and hardware migrations and deployments. HSPD-12 Certificate migrations including PIV Login and e-mail encryption. Maintain satisfactory customer relationships through follow-up and due diligence. Engage tier III and IV support teams to manage reoccurring incidents and problems. DeVry University Adjunct Professor Arlington, VA August 2011 – December 2013 Part-Time; 15 hours per week College of Engineering & Information Sciences Facilitate hybrid-format undergraduate courses using meaningful course lecture, applicable assignments and case studies. Provide an innovative and quality learning environment for DeVry University learners using a variety of techniques to encourage learners to think ‘outside the box’ and to look at the bigger picture. Qbase, LLC Systems Administrator Washington, DC August 2012 – April 2013 Full-Time; 40 hours per week Immigrations and Customs Enforcement – IT Contractor U.S. Department of Homeland Security Support a 24x7 LAN and associated applications. Provide direct technical support to end-users for all IT related issues both hardware and software. Troubleshoot/upgrade existing operational environment consisting of workstations running Windows 7, and Windows associated file and print servers running Windows 2003/2008, Active Directory, Exchange and Messaging software. Work with Network Operations Center to troubleshoot complex LAN/WAN issues. Diagnose, troubleshoot and resolve minor LAN related issues. Coordinate with senior technical personnel to ensure problem resolution and user satisfaction. Install or monitor enterprise installations of new software releases and system upgrades. Page 3 Carl Ryan Tucker PROFESSIONAL EXPERIENCE, cont’d ActioNet, Inc. IT Specialist Washington, DC October 2011-August 2012 Full-Time; 48 hours per week U.S. Department of Energy - IT Contractor Provide creative solutions to customer problems to ensure customer satisfaction and productivity. Research, resolve, and respond to complex questions received via telephone calls, escalation, or in-person and provide support on IT services. Acquire and maintain knowledge of relevant IT product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers. Handle incidents, projects, or escalations as assigned using ITIL best practices. Support a range of enterprise devices including Windows and Apple platforms. Siemens IT Solutions & Services - MetLife Account Systems Analyst – Service Desk Operations Clarks Summit, PA July 2006 - October 2009 Full-Time; 40 hours per week Network - Server - Workstation - Application Support Primary escalation point for a group of 77 tier 1 service desk analysts in a high volume, call center environment. Ensured metrics were met through reporting on incident closure and documentation. Provide training and assist technicians with daily operations. Report and trending analysis to identify proactive problem management issues to achieve higher 1st level resolve by working with application development teams. Daily support for a large variety of end user applications including Lotus Notes client 6.5.5 and 8.0.2. Performed troubleshooting to determine problem resolution utilizing breakfix and knowledge management databases, while integrating ITIL best practices standards. Grant/revoke resource permissions. Incident Management – Trending Analyst. EDUCATION Ph.D., Information Technology Capella University Expected December 2016 Post-Masters Certificate, College Teaching Capella University September 2011 M.S., Information Sciences Marywood University May 2010 B.S., Information Technology Keystone College May 2006 REFERENCES Accessible upon request