ANTONIO HOWARD
MADISON,ALABAMA
Summary
Complex problem-solver with analytical and driven mindset. Dedicated to achieving demanding development objectives according to tight schedules while producing impeccable code.
Overview
10
10
years of professional experience
1
1
Certification
Work History
C4IT Configuration Manager
Chugach Technical Solutions, LLC
2019.05 - Current
- Accounts for and manages specialized IT equipment valued over $20 million
- Conducts standard and periodic inventories of 75 AMC conference rooms and its over 70,000 pieces of assigned equipment
- Maintains packaging for shipping, receiving, and inventories of all equipment that GITOC maintains
- Retains various spare and repair parts for Authorized Storage List (ASL) inventory and accountability
- Procures new equipment to avoid customer work stoppage of daily operations
- Tracks warranties and facilitates the repair of broken items through the RMA process
- Inventoried and separated well over 5000 parts and equipment that were no longer operational for turn-in to be removed from the organizations’ primary hand receipt
- Palletized, loaded and disposed of IT equipment that was deemed unserviceable or legacy for turn in with an original value of over $5.5 Million during first three QTRs of FY 24
- Maintains access to the key control box, which contains keys for all laptops within the GITOC area
- Maintains two storage areas of responsibility housing various IT specialty equipment
- Responsible for effectively tracking and maintaining changes made to the AMC Unified Communications Enterprise IT systems to ensure uninterrupted service and support to the HQs user community
- Coordinates and controls technical actions of TIER II and TIER III analyst to ensure only authorized/approved changes are executed in the IT environment, sustaining a high level of system availability for an Army 4 Star Headquarters Command
- Facilitates weekly Change Advisory Board (CAB) meetings, ensuring the integrity of Requests for Change (RFC)
- Responsible for overseeing the configuration and installation of VTC and telecommunication network equipment and changing the components of existing equipment for efficient operation
- Processed and gain approval of 200 RFCs through proper use of the Change Advisory Board (ECAB) for approval
- Processes and maintained accountability of all Requests for Change documents which will allow for proper auditing of elevated levels of responsibility of critical equipment replacement and updating
- Creates and updates documentation as needed
- Responsible for updating the technical points of contacts directory
- Maintains the GITOC Configuration Management Database
- Implemented Tactics Techniques and Procedures (TTPs) that streamlined the RFC request processes
- Serves in a dual role supporting the Global Information Technology Operations Center (GITOC), Army Materiel Command (AMC) Headquarters, as the Logistics Manager and Configuration Manager
- Serves as the primary liaison between multi-levels of responsibility between Service Desk Analysts and Government System Control Officers
- Performs additional duties as required/assigned.
Tier I Technical Lead (IT Service Center Support)
Science Applications International Corporation
2018.04 - 2019.05
- Responsible for assessing and managing all customer service calls, IT issues reporting and issue resolution
- Developed and maintained formalized documentation (SOPs) to assist in IT service call resolution, including Service Desk procedures, and maintain IT service ticket knowledge base
- Provides successful Tier I support and escalate to Tier II service ticket resolution for all incidents needing additional resources or management awareness, maintaining ownership of calls and closing service calls with users within established service level agreements (SLA)
- Trained all TIER I Technicians to investigate complex technical issues when providing C4IT/UC service and support to AMC user community
- Coordinated direct surge support resources to meet requirements for anticipated call volume increases service center, in response to real world IT support for AMC Crisis Action Teams
- Assisted new hires with applying and process to obtain their Token(s) to gain access for secure network
- Monitored employees’ status for compliance with cybersecurity requirements to maintain access to operating networks
- Ensured that all laptops and necessary workstation equipment was maintained and secured as required.
Tier I Technician (Customer Service Support)
Advanced System Development
2017.10 - 2018.04
- Provided exceptional customer service support and response in a service center with a monthly call volume of over three thousand incidents throughout AMC Enterprise
- Successfully closed 99% of accepted incidents and VTC scheduled events
- Experienced utilizing suite of IT remote software tools to troubleshoot and provide technical support to AMC enterprise customers to resolve IT technical issues effectively and efficiently
- Provided successful Tier I support and escalate to Tier II service ticket resolution for all incidents needing additional resources or management awareness, maintaining ownership of the call, and closing the service call with the user within established service level agreement guidelines
- Developed and maintained accurate service support records, by analyzing customer service data to create metrics, and reports that accurately reflect operational readiness of the GITOC to command senior leadership
- Provided direct support surge requirements, and anticipated call volume, risks and manage risk mitigation strategies that successfully increases work volume.
Rural Carrier Assistant (RCA)
United States Postal Service (USPS)
2016.02 - 2017.05
- Performed daily mail sorting and delivering Express, Certified, and accountable mail
- Conducted delivery of 2,000 letters and parcels along a route that covered more than thirty miles and over three hundred homes and businesses with timely and courteous service
- Maintained the necessary maintenance of assigned vehicle while on route that ensured daily assignments were completed.
Battalion Operations Sergeant
US ARMY
2014.08 - 2015.12
- Successfully completed 23 years of service in the United States Army
- Maintained accountability of one million dollars’ worth of assigned military equipment with no loss during multiple change of command inventories
- Was responsible for tracking and updating all primary and sub-hand receipts for sixty-five personnel within the organization
- Oversaw the successful transfer of $17 million dollar worth of Left Behind Equipment (LBE) while in Kuwait to be used for future missions in operation
- Continuously updated and modified the organizations' Standard Operating Procedures (SOP) to allow for better communications when visiting the Supply Area
- Worked collaboratively and effectively with senior leadership in orchestrating the daily operation of the battalion, over sees the planning and development for all training for deployment operational units within the battalion in support of Operation New Dawn (OND) and assess the unit Standard Operating Procedure (SOP).
Education
B.S. Business Management Logistics -
Trident International University
Cypress, CA05.2024
B.S. Supply Chain Management -
University of Alabama Huntsville
Huntsville, AL12.2018
A.A. General Studies -
Central Texas College
Killeen, TX05.1999
Skills
- Infrastructure Automation
- Service Catalog Management
- Problem Management
- Compliance Management
Certification
- CompTIA Security + CE Certification
- Training Manager/Instructor
- Senior Leadership/ Management
- Composite Risk Management
Additional Skills
Active Secret Security Clearance
Timeline
C4IT Configuration Manager
Chugach Technical Solutions, LLC
2019.05 - Current
Tier I Technical Lead (IT Service Center Support)
Science Applications International Corporation
2018.04 - 2019.05
Tier I Technician (Customer Service Support)
Advanced System Development
2017.10 - 2018.04
Rural Carrier Assistant (RCA)
United States Postal Service (USPS)
2016.02 - 2017.05
Battalion Operations Sergeant
US ARMY
2014.08 - 2015.12
B.S. Business Management Logistics -
Trident International University
B.S. Supply Chain Management -
University of Alabama Huntsville
A.A. General Studies -
Central Texas College
- CompTIA Security + CE Certification
- Training Manager/Instructor
- Senior Leadership/ Management
- Composite Risk Management
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