Melvin J. Montilla
New Wilmington,United States
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Support Services Specialist
Department of Veterans Affairs
12.2022 - Current
- Participated in the development of organizational strategies that directly impacted the success of the Support Services department''s goals and objectives.
- Point of Contact in charge of all Veteran Service Officers (VSOs), assigned to Veterans Service Organizations, associated with the Pittsburgh Regional Office, which includes VSOs working abroad, in regard to VA systems access and Personal Identification Verification (PIV) card credentialing.
- Implemented new procedures that reduced average resolution times, increasing customer satisfaction levels significantly.
- Enhanced customer satisfaction by resolving technical issues and providing prompt support services.
- Work in conjunction with Information Technology (IT) and human resource staff to complete each individuals Active Directory accounts, VA.gov email accounts, sensitivity and security levels for systems access and Remote Access.
- Familiar in all business communication aspects to include, but not limited to email, phone, MS Teams, CSEM/CSUM applications, LEAF, USAccess, and Microsoft Office products.
- Developed custom reports for management review, showcasing key performance metrics and areas of improvement to include but not limited to PIV card scheduling, mail management, and VSO access.
- Coordinate travel itineraries for office personnel for local outreach events and training, to include but not limited to flights, terminal mileage, etc. and completing authorizations and vouchers.
- Enhanced customer satisfaction by resolving technical issues and providing prompt support services.
- USAccess Registrar/Activator and lead scheduler responsible for the administration of the Personal Identify Verification (PIV) system, ensures proper issuance of PIV Cards and manages administration roles. Acts as the PIV liaison as required. Maintain inventories, weekly and monthly reporting and tracking of all things related to the PIV process within the Pittsburgh Regional Office.
- Government purchase agent coordinating with acquisitions personnel and agencies to acquire office supplies and equipment.
Rating Veterans Service Representative
Department of Veterans Affairs
07.2009 - 12.2022
- Temporary Decision Review Officer (DRO) GS-13, performed de novo review of claims under the provisions of 38 CFR 3.2600 as temporary DRO from 3/2020 through 5/2020
- RVSR on the Appeals team for three years, worked exclusively on the Foreign team from 2010 through 2017
- Prepared rating decisions granting entitlement to benefits under the provisions of federal law
- Interpreted and applied Federal laws and regulations to claims based upon each claim's unique facts and circumstances
- Provided Appeals Modernization Act (AMA) training and maintained a technical advice chatroom for the Pittsburgh Regional Office appeals and VSC staff (award received)
- Provided Rapid Appeals Modernization Program (RAMP) training for the Pittsburgh Regional Office appeals and VSC staff
- Mentored and trained newly hired RVSRs and VSRs on the appeals process, narrative writing and technical skills
- Consistently maintained exceptional quality and high production in all positions held in VBA
- Demonstrated ability to weigh evidence, build fact-based rating narratives and apply relevant statutes, regulations and CAVC decisions
- Consistently met established VBA and AMO timeliness requirements for processing claims under my authority
- Received no less that Outstanding rating throughout career at VBA
- Conducted hearings pertaining to proposed reductions and severance of service-connected conditions
- Volunteered for VBA outreach located at venues outside the regional office to assist veteran's one-on-one
- Lead Rating Specialist with single signature authority and second signature authority over RVSRs on both the domestic and foreign rating teams.
Manager/Network Security Engineer
Northrop Grumman
06.2005 - 02.2009
- Manager of between nine and 22 information security engineers on a vulnerability assessment program
- Gather and analyze configurations, data flow and the current security infrastructure
- Develop logical mappings of the architecture and determine the current state of the IT architecture in order to recommend remediation strategies
- Develop extensive written reports and presentations
- Hiring manager
- Day to day personnel management activities to include but not limited to: human resource needs, time management, expense reporting and employee evaluations
- Conduct briefings to all levels from engineers up through senior management
- Analyze and document government networks in order to determine the true state of secure computing
- Work with other government and contractor agencies in order to determine a means of remediation
- Facilitate and/or attend meetings
- Produce reports and presentations regarding day to day operations, outcomes etc
- Make recommendations to mitigate vulnerabilities, systems implementation methodologies and equipment needs to all levels of stakeholders
- Provide research and value added assessment for resources, management and mitigation strategies.
Senior Network Engineer
SMS Data Products Inc.
10.2003 - 06.2005
- Government contractor for Army and Air Force Projects Team in and around the Pentagon
- Configuration and design of both secure and unclassified networks
- Installation of new networks
- Troubleshooting of existing networks
- Documentation of new and proposed designs
- Cable maintenance and management for both copper and fiber
- Put in for 3rd quarter Lockheed Martin Customer Service Award 2004.
Technical Engineer III
Sprint
07.2000 - 09.2003
- Lead Engineer over Managed Network Services Cisco AVVID, Designed configured and maintained all Windows NT 4 and 2000 servers in department
- Lead Engineer Concord NetHealth, Configure, monitor and troubleshoot Internet connections from core, backbone and access layers
- Assist customers and technicians with new and existing installations
- Manage and maintain networks on a national level
- Windows NT 4.0 and Windows 2000 Systems admin for Windows based IIS, Management, NetIQ, DNS SQL servers
- Configuration and design of networks utilizing Cisco 776, 800, 2500, 2600, 3600, MC3810, 7200, 7500, PIX, 1900, 2900, 5000 and 5500 systems
- VOFR, VOATM, VOIP, Lucent Pipeline 75, 80, 85, Nortel Switching and SOHO routers
- Work with ANS department to provision frame-relay, ATM, Point-to-Point and ISDN Circuits
- Maintain national IP and CIDR block database
- Setup and maintenance of DNS Bind on Sun Solaris
- Setup and maintenance of WEBMAIL POP and SMTP servers
- Configure high-end MS Internet Information Servers
- Work with vendors on testing and evaluation of new technologies, document and recommend new products
- Tier III level escalation, troubleshooting and configuration for Sprint supported technologies
- Designed and maintain Voice Over IP Managed Network Services System
- Awarded Sprint Value and Excellence award 1st Quarter 2003.
Education
Information Technology
Capella University
Minneapolis, MNBachelor of Science - Cybersecurity
Phoenix University
Phoenix, AZ08.2027
Skills
- Remote Support
- Workload Management
- Proactive Approach
- Knowledge management
- Problem-Solving
- Customer Service
- Time Management
- Problem-solving abilities
- Multitasking
- Organizational Skills
- Microsoft Office
- Self Motivation
Certification
- Veterans Service Representative (VSR)
- Rating Veterans Service Representative (RVSR)
- Journey Rating Veterans Service Representative (JRVSR)
- CCIE Written - Routing and Switching (Cisco Certified Internetworking Expert)
- CCNP: (Cisco Certified Network Professional) Building Scalable Cisco Networks, Cisco LAN Switching Configuration, Building Cisco Remote Access Networks, Cisco Internetworking Troubleshooting
- CCDA: (Cisco Certified Design Associate)
- CCNA: (Cisco Certified Network Associate) Internetworking Cisco Network Devices
Timeline
Support Services Specialist
Department of Veterans Affairs
12.2022 - Current
Rating Veterans Service Representative
Department of Veterans Affairs
07.2009 - 12.2022
Manager/Network Security Engineer
Northrop Grumman
06.2005 - 02.2009
Senior Network Engineer
SMS Data Products Inc.
10.2003 - 06.2005
Technical Engineer III
Sprint
07.2000 - 09.2003
Information Technology
Capella University
Bachelor of Science - Cybersecurity
Phoenix University
- Veterans Service Representative (VSR)
- Rating Veterans Service Representative (RVSR)
- Journey Rating Veterans Service Representative (JRVSR)
- CCIE Written - Routing and Switching (Cisco Certified Internetworking Expert)
- CCNP: (Cisco Certified Network Professional) Building Scalable Cisco Networks, Cisco LAN Switching Configuration, Building Cisco Remote Access Networks, Cisco Internetworking Troubleshooting
- CCDA: (Cisco Certified Design Associate)
- CCNA: (Cisco Certified Network Associate) Internetworking Cisco Network Devices
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