Brian Mann
Stafford,VA
Summary
24+ years of experience developing and implementing IT service management processes while leading large teams in the delivery of communications and information services. Coordinates development of major IT projects and experienced in overseeing large technical support and help desk teams in service delivery.
Overview
31
31
years of professional experience
Work History
Supervisory Information Technology Specialist
Smithsonian Institute
Washington DC, DC
01.2017 - Current
- Acted as Division Chief on numerous occasions.
- Responsible for the performance, Training and evaluation of two Federal employees. Both Federal employees are responsible for cloud applications services, providing VIP support to executive management and providing the newcomers training to new Smithsonian employees.
- Contractor Officer Technical Representative (COTR) to nine Contractors that make up the Smithsonian IT Service Desk.
- Serves as the senior IT Specialist for these systems/applications. This includes renewing the contract, installing new versions, troubleshooting end-user problems, monitoring systems for technical issues, ensuring systems are running on appropriately sized/functioning servers, and addressing any technical issues that arise. Prior to installing new versions, the incumbent develops and executes project plans that cover acquisition, testing, customer notification, and implementation. Responsible for maintaining the budget of the following applications, 4500 Dropbox, 1000 LinkedIn, Endnote, DocuSign and Mathematica.
- Identifies and recommends additional tools and/or procedural changes so as to better meet customer requirements.
- Approving official for local admin access to the individual system. Reduced the amount of uses who has this access from 1500 hundred users to under 800 users by created an approval process where the user must provide a business case and management approval within Service Now.
- Works closely with the Security Operation Center as a key member of the Cyber incident response team. Trained the Service desk on Cyber incident procedures and first response.
- Maintained a 93% positive customer satisfaction rating. Respond to Customer complaints and provide value feedback to the Service desk on how to improve services.
- A key stakeholder in the implementation of Service Now. Assisted in to introducing the organization to ITIL roles. Defining the roles of Service, Requirement, Change and Incident Management. Migrating the organization from HEAT Service desk software to Service Now.
- Serve as a voting member on the Change Configuration board (CCB) and alternate CCB Manager, conduct meetings when needed.
- Serve as a member of the Software review board. The broad meets monthly to review vulnerability status, discuss remediation activities and review request for new software to be added in the environment.
- Manages the handling of incidents and problem tickets. Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed. Ensure that the incident management process is followed and that incident and problem records accurately reflect actions taken to restore service; and that changes to Configuration Items are recorded. Process Improvements – Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes. Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process
- Ensures that the Service Desk policies, procedures, workflows and processes are followed as outlined in the Customer Service Manual; for all Smithsonian museums, which includes 26 sites in the United States and Panama and encompasses 8,500 end users—several hundred of whom are supported by Tier 2 in the Washington, DC, metropolitan area and New York City. Standardized and improved work processes by reviewing tickets on a monthly basic and provide feedback to the staff to better improve customer service.
- Monitored performance against key performance indicators and service level agreements to ensure service and quality objectives were met. Maintained a 95% rating on phone calls answered within 2 minutes and First call resolutions.
Information Technology Specialist
US Army
07.1994 - 02.2017
- Led a team of 29 personnel, including one government employee.
- Interview and recommend prospective hires; train and coach employees.
- Assign work, evaluate performance and provide feedback and career development guidance. Manage all personnel administration duties, including time and leave approval and scheduling. Planned and develop on-the-job training programs and career development programs for employees with a focus on building continuity within the organization making it easier for employees to transitions and new employees to take over the position.
- Manage the Organization IT inventory.
- Diagnose and resolve level 1 and 2 hardware and software problems, working with staff on 24/7 basis.
- Develop and manage Service Level Agreements, including tracking reports and performance standards.
- Develop customer support policies, procedures and standards, defining group-use policies and preparing reports on problem types, system usages and resolution details.
- Research and evaluate trends in support problems to identify patterns and recommend solutions.
- Ensure compliance with data security standards and regulations.
- Train employees on programs and develop end-user guides (internal and external).
- Submit Telephone trouble tickets using the LSR website used by the Network Enterprise Center to request telephone issues such as install, remove and relocate.
- Logged service desk tickets by using BMC Remedy 7.6x following ITIL processes
- Setup and managed the organization mobility program. Migrated over 30 users from the Blackberry to iPhone mobility platforms creating a simplified process for ordering licenses and requesting PINs for Mobile Iron for DISA enterprise email.
- Created a Ticket system similar to Remedy to track tickets from customers in SharePoint for easy access; It allows for users to track where their ticket is at within the process while keeping a journal of fix actions for other technicians to use within the organization creating a knowledge library.
- Managed computer system administration, local area network administration, including several subnets across the installations for computers on local networks, routers, and switches.
- Often sought after as a problem solver; identifies the problem; determines if the information is relevance; then provides recommendations to the command. I never say we cannot do this. Always provides a solution.
- Reorganized the Emergency Operations Cell; supervised the re-wiring of over 450 feet of CAT-5E cable, balancing both physical security and functionality with the room.
- Designed, coded and secured the Brigade SharePoint portal; provided integrated intranet content and knowledge Management across the organization for 2,200 personnel.
- Oversaw the research, ordering, receiving, imaging and issuing of 405 laptops in excess of $350,000 as part of the Brigade’s annual Lifecycle Replacement Program.
- Integrated GEARS, an established routing solution on SharePoint to replace the manual blue folder method using the traditional sneaker method.
- Created a Naming standard within the organization for computers in the OU in AD to help identify where the systems are within the organization. Ensured that assigned systems were kept in compliance.
- Task as the Requirements Manager, I Research CHESS an Army provider for IT services for solutions, requests quotes and completed the Requirement process using the Network Enterprise Center process.
- Worked with the Organization Information Assurance personnel to track Cyber training. Provided technical support for and/or assisted in the development of cyber security requirements and associated regulatory guidance. Utilizing knowledge of integrated system operations and functions to determine potential adverse impacts due to mal-operation or failure of digital systems on safety, security, emergency preparedness, and material control and accounting systems.
Education
Master of Science - Cyber Security
Excelsior College
Albany, NY2015
Bachelor of Science - Information Technology Management
American Public University System
Charles Town, WV2013
ITIL Foundation Certification
Credential ID 1000679
Certified Project Officer
Credential ID 2646689162
Scrum Fundamentals Certified (SFC)
Credential ID 856870
Google IT Support
Credential ID VBZT5TC42R
HDI Support Center Manager
Certification Identification: 3_1741723_1052
CompTIA Security+
COMP001020244906
CompTIA A+
COMP001020244906
Skills
- Multitasking
- Planning & organizing
- Troubleshooting
- Problem resolution
- Decision-making
- Reliable & trustworthy
- Data management
Timeline
Supervisory Information Technology Specialist
Smithsonian Institute
01.2017 - Current
Information Technology Specialist
US Army
07.1994 - 02.2017
Master of Science - Cyber Security
Excelsior College
Bachelor of Science - Information Technology Management
American Public University System
ITIL Foundation Certification
Credential ID 1000679
Certified Project Officer
Credential ID 2646689162
Scrum Fundamentals Certified (SFC)
Credential ID 856870
Google IT Support
Credential ID VBZT5TC42R
HDI Support Center Manager
Certification Identification: 3_1741723_1052
CompTIA Security+
COMP001020244906
CompTIA A+
COMP001020244906