David (Tim) Gladstone
Bristow,VA
Summary
Intelligent IT Manager with 27-year record of leadership experience in areas such as infrastructure development and management, application support and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as operational leader, articulate communicator and practiced influencer. Collaborates across functions to outline and achieve project targets. Skilled in building solid business solutions based on methodologies and engineering principles. Complex problem-solver skilled in developing proposals, integrating technologies and managing projects.
Overview
30
30
years of professional experience
Work History
ITSM Process Lead
CACI International, Inc.
01.2023 - Current
- Leading the Multi-source Integration Team for Request Fulfillment and Service Catalog Management under the All Spark Program
- The team oversees multiple projects to ensure services are delivered in an effective and efficient manner
- Coordinates and communicates with multiple service providers, programs, and government offices ensuring services are delivered and the mission is accomplished
- Analyzes data and reports if key performance indicators are being achieved
- Proactively identify and implement corrective actions that need to be taken when performance is lagging
- Create briefings providing performance measurements to the customer to ensure they can effectively manage and oversee activities to ensure the agency is meeting their customer's mission needs and requirements
- Facilitated meetings with stakeholders to discuss current issues related to ITSM processes.
- Responsible for integrating other service providers processes into the overall request fulfillment process for the Intel Agency we support
- Assisted in developing policy documents that define roles and responsibilities for each ITSM process.
- Created and distributed two Standard Operating Procedures used by the Enterprise in the delivery and execution of the request fulfillment process
- Analyzed customer feedback data to identify potential opportunities for process optimization.
- Through data analytics have implemented numerous continuous improvement initiatives that reduced the number of Non-Standard Service Requests being submitted by 23%
- Improved the accuracy of key metrics that has allowed the government customer to identify put policies in place to reduce the amount of time it takes to deliver software and service requests
- Analyze, manage, and report on “Single Pane of Glass” (SPoG) dashboard providing a visual representation of the status of the Mission and Business services to present to senior leadership and the client.
- Provided leadership in creating a positive work environment for staff members by promoting teamwork and collaboration.
- Conducted performance evaluations for staff members to identify areas of improvement or training opportunities.
- Researched, evaluated and recommended improvements for existing ITSM processes.
- Monitored process performance metrics and ensured adherence to established service levels.
Director of Operations
General Dynamics Information Technology (GDIT)
01.2021 - 01.2023
- Lead all operations-related processes; oversee and manage day-to-day operations of technical services under the contract with full responsibility of matters pertaining to sustaining assured delivery of services under the contract as well as the primary contact within the program for all enterprise operational services, collaboration with other service providers, and daily communication with Leadership
- Analyze operational data, create reports for service level achievements, outages and create post mortems for process improvement, quality control and award fee justifications ensuring all SLA’s are met and improved processes were implemented
- Direct Service Level Management activities to include creation and documentation of Service Level Agreements (SLAs), working with senior leadership to ensure each division’s processes are being documented and followed, analyze trend data and create plans to take corrective actions when necessary, and work with other organizations to create Service Agreements or Operational Level Agreements IOT ensure SLA achievement
- Monitor Incidents and outages to determine impacts to SLA achievement
- Make recommendations to mitigate impact or develop exception brief if outage should not impact SLA due the outage was caused by programs outside of areas of responsibility
- Analyze and manage day-to-day tactical IT operations for Desktop (thick and thin client) systems and services, COMSEC account management and distribution of devices, Incident Management Oversight and SLA monitoring (SLA currently in process of getting on contract), manage analytics team responsible for system and service monitoring, creation of dashboards, and metics analysis, brief Government Directorate Leadership daily regarding system status and high impact incidents/events, and coordinate and align engineering activities to ensure impacts of changes are known and communicated for minimum impact to operations and mission
- Interview and hire potential candidates to fill Tier 2 and Tier 2.5 admin positions.
Manager of Professional Services
McAfee Public Sector (Formerly Intel Security & McAfee, Inc.)
01.2014 - 01.2021
- Oversee end-to-end regional operations working with the Sales and Delivery team, as well other senior leadership across the company to improve bookings, revenue and margin target achievement through a comprehensive, real-time understanding of the business
- Managed Business Operations and partnered with regional leaders to provide business intelligence and visibility through comprehensive in-quarter forecasting, out-quarter pipeline/opportunities assessment, trend analysis, partner assessments, scheduling of resources and order execution
- Managed programs and portfolios, executing work with adherence to federal IC contracts by identifying and resolving technical issues, identifying customer pain points, ensuring qualified staff are hired, continuing education and training of staff, SOW generation and execution, sales forecasting, and invoicing, resulting in increased quarterly revenue from 1.1 million to 2.8 million
- Lead a team of 35 project managers and consultants, including 17 direct reports, resulting in cohesive operations, growing footprint by over 40%, and increasing revenue from $4.8 million to $9.2 million annually
- Managed a training budget of $5M, an operating budget of $2M, ensuring proper money allocation for projects, and responsible for $2.5M in revenue each quarter
- Collaborated with account managers, providing critical information and resources, resulting in over $100M in product sales annually
- Decreased de-books in the department from $500K annually to $54K over the last 4 years, resulting in over $4 mil worth of additional revenue.
Business Development
CACI (L-3 Stratis)
01.2013 - 01.2014
- Hired by L-3/CACI to be a Key contributor on the Business Development team formed to write and submit the proposal to the ITEMS Transport Contract RFP worth over $700M per year (5-year contract)
- L-3/CACI was awarded the contract
- Wrote numerous sections of the proposal describing the technical solutions outlined to support the geo-spatial mission of the customer
- Was the author of the technical solutions describing how CACI would support the remote sites (both CONUS and OCONUS) which was vital in CACI winning the contract
- Knowledge of the mission and the environment was identified as key for winning the contract and the Business Development team relied heavily on my knowledge and insight of the customer
- Identified as the Key Personnel in the proposal.
Director of Program Support
NJVC, LLC
01.2005 - 01.2013
- Held Multiple leadership positions and excelled in all billets held
- In my first billet, responsible for consolidating multiple and disparate help desks, network operations and cyber security operation centers into one organization
- This organization became known as the enterprise service center (ESC) and was responsible for tier 1-3 IT and Cyber Security support for the NGA
- Respected as a leader and trusted advisor
- Created and implemented training classes for staff, collaborated with SMEs, enabling team members to obtain professional certifications such as ITIL or Six Sigma, resulting in increased productivity
- Managed and implemented corporate and program policies and processes, resulting in effective and efficient execution of IT service operations
- Created COOP/BCP plans, customer communications, on-boarding, and debriefing of contract personnel, oversaw CSI initiatives, created and maintained the Program Service Catalog and Option Year contract submittals, leading to cohesive operations
- Responsible for creating COOP/BCP Plans, customer communications, on-boarding and debriefing of contract personnel, overseeing CSI initiatives, creation and maintenance of the Program’s Service Catalog, and Option Year contract submittals, achieving CMI level 3 standards
- Assisted in management of $700M budget, resulting in increased efficiencies and high-percentage cost-savings
- Led the Service Delivery department of over 700 IT professions, with 5 direct reports
- Developed a very technical and effective team through comprehensive training and education
- Implemented processes using ITSM best practice via championing the adoption of ITIL resulting in exceptional IT operations, engineering, customer service satisfaction
- Increased first call resolution of 95%
- Reduced ticket bounce which resulted in MTTR regarding desktop issues from 5 hours to 30 minutes
- MTTR network issues from 7 hours down to 2 hours
- Overall Customer Satisfaction increased resulting in the highest award fee in contract history in the 8th year of a 10-year contract
- Established and led NGA’s Enterprise Service Center (24x7 NOC, SOC, and Call Center) in Bethesda MD
- Created daily status brief to the Director of NGA as well as other senior Agency Leaders
- Coordinated the moving of NGA’s Enterprise Service Center from Bethesda MD to Springfield VA seamlessly with no impacts to IT Operations and Support
- Deployed an Automated Call Distribution System the first of its kind for NGA
- Recognized by the Director of NGA for outstanding performance.
Enterprise Service Officer (GS-13)
National Geospatial Intelligence Agency (NGA)
01.2003 - 01.2005
- Managed and directed contract personnel in the execution of IT operations in support of NGA’s mission with the authority to make decisions on behalf of the government
- Responsible for all decision-making for work priorities
- Ensured high priority incidents had the right resources applied to ensure speedy resolution
- Performed technical reviews of changes and approved planned outages to proceed minimizing mission impacts.
U.S. Marine Data and Communications Officer/Infantry Officer
United States Marine
05.1994 - 10.2004
- Served as both enlisted and officer
- Enlisted Accomplishments: 0311 (Infantry) who was meritoriously promoted twice, Meritorious Achievement Medal (2 awards)
- Officer Accomplishments: Dual Military Occupational Specialty – 0602 (Data and Communications Officer) and 0302 (Infantry Officer), Meritorious Service Medal (2 awards), Meritorious Unit Citation
- Commanded communication units in the Fleet Marine Force
- Responsible for all aspects of the planning, installation, operation, displacement and maintenance of network, transmission and data systems to support the command and control for numerous Exercises and Deployments
- Directed Department of Defense Information Operations and Defensive Cyberspace Operations planning and implementation in support of operations and exercises.
Problem Management Process Owner
Raytheon Technical Service Corps
01.2001 - 01.2003
- Established the Agencies first Problem Management Process
- Worked with senior government leadership in creating the process to identify trends and creating solutions to address the systems that were causing multiple service interruptions or high impact incidents
- The process effectively reduced the number of incidents by 20% and provided needed improvements (redundant systems, automated failover, etc.) to eliminate single points of failure in the IT Services
- Led the Root Cause Analysis Board
- Analyzed large datasets to identify those high impact and recurring service interruptions
- Directed root cause analysis tickets for the service providers and vendors to address
- Created briefs to the SES in charge of the NIMA’s IT Directorate (NGA’s predecessor), leading to increased efficiencies and team cohesiveness
- Created a searchable knowledge base documenting quick resolution steps and workarounds.
Education
Bachelor of Arts - Political Science
Washburn University of Topeka
Topeka, KS05.1993
Skills
- Policy Enforcement
- Interpersonal and Written Communication
- Team Engagement
- Technical Troubleshooting
- Post Incident Meetings
- Root Cause Analysis
- Requirements Gathering
- Resource Utilization
- Documentation of Events
- Remediation Planning
- Product Development
- Project Planning
- Budget Control
- Project Leadership
- Business Development Support
- User Support
- Requirements Analysis
Education Certifications Training
- Information Technology Infrastructure Library Foundations, ITIL, 10/2011
- Comptia Sec +, 05/2021
Clearance
ACTIVE TOP SECRET SCI + FULL SCOPE POLY
Accomplishments
Deans list final semester. 4 year lettermen in Baseball (Varsity sport)
References
References available upon request.
Timeline
ITSM Process Lead
CACI International, Inc.
01.2023 - Current
Director of Operations
General Dynamics Information Technology (GDIT)
01.2021 - 01.2023
Manager of Professional Services
McAfee Public Sector (Formerly Intel Security & McAfee, Inc.)
01.2014 - 01.2021
Business Development
CACI (L-3 Stratis)
01.2013 - 01.2014
Director of Program Support
NJVC, LLC
01.2005 - 01.2013
Enterprise Service Officer (GS-13)
National Geospatial Intelligence Agency (NGA)
01.2003 - 01.2005
Problem Management Process Owner
Raytheon Technical Service Corps
01.2001 - 01.2003
U.S. Marine Data and Communications Officer/Infantry Officer
United States Marine
05.1994 - 10.2004
Bachelor of Arts - Political Science
Washburn University of Topeka
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