ServiceNow
Ryan D. Reed
Information Technology / Logistics Specialist
Pasadena,MD
Summary
Relevant Qualifications and Specialties Mr. Reed is a military veteran with knowledge and experience of Logistics, Asset Management, and Information Technology Systems. Mission-driven with thorough working knowledge of Federal acquisition procedures, Information Technology systems and components in support of military and DOD operations. Hands-on working experience in Life-cycle Logistics, IT Hardware/ Software, and SCRM. Very adaptive and persistent, self-starter capable of learning new skills in a constantly evolving field.
Overview
21
21
years of professional experience
3
3
Certifications
Work History
Staff Stakeholder Engagement Manager
Assured Consulting Solutions
01.2017 - Current
- Provide seamless ticket management principles in support of Agency Requests, Incidents and Problem Management
- Ensure Cybersecurity practices are being upheld in accordance with Agency mandates
- Identified and analyzed business processes to improve efficiencies, recommended and implemented technology solutions from concept to implementation
- Modeled new business processes and customized solutions
- Provide network specific troubleshooting for the new Common Operating Environment (COE)
- Assisted in formulating a bid for new contracts and further provided materials and support for proposal cultivation and submittal
- Utilize multiple ticket management platforms for tracking and Quality Assurance, as well as Analytical Report Generation
- Serve as Deputy Workflow Manager by providing managerial support to the Workflow Team Lead
- Serve as Tier 1 &2 support on the Enterprise Service Desk (Hardware, Software, Networking)
- Serve as a Liaison between technical support teams and customers by providing ticket status updates, querying technical support teams and ensuring that tickets are routed appropriately and expeditiously.
Workflow
NJVC, LLC
02.2016 - 01.2017
- Monitored Remedy Queues to ensure tickets were being completed in a timely fashion according to mission requirements
- Assisted on the Enterprise Service Desk as Tier 1 support for the agency
- Managed Regional Queues to make sure that timetables were met at our global locations
- Provided excellent customer service to Techs and Government personnel
- Apply unique mitigation of technical developments as it pertains to the launch of a new ticketing system (Service+)
- Completed Excel spreadsheets designed to identify delinquent tickets while finding best case resolutions for each delinquent ticket.
Asset Manager
Advanced C4 Solutions
03.2015 - 02.2016
- Managed Accountable and Non-Accountable assets in various locations CONUS/ OCONUS
- Provided analysis of data stored in management databases to ensure optimum efficiency
- Ensured accurate records were maintained in accordance with local and Federal mandates
- Created reports detailing the efficiencies and deficiencies of the Asset Management program, while providing effective solutions to each discrepancy
- Identify, maintain and Inventory government purchased IT hardware and software for government use and disposition
- Tracked equipment throughout its lifecycle (Acquire to Retire)
- Provided excellent customer service
- Maintained an up-to-date knowledge of equipment types and uses in an IC/ IT setting
- Operated as a lead in tasks as necessary
- Provided guidance to senior leadership and customers regarding updates to policies and procedures.
Logistician
Advanced C4 Solutions
07.2014 - 03.2015
- Provided logistical support for the IC communities in a deployed setting
- Transported passengers and cargo to and from aircraft travelling to multiple locations within theater
- Managed a secure warehouse for multiple agencies ensuring 100 percent accountability of all assets stored within theater
- Analyzed mission vulnerabilities and developed strategies for mitigation
- Supported C4ISR Programs
- Performed document control in an organized fashion so all documentation was retained according to directives established by each agency
- Communicated with each agency to ensure all personnel and cargo were appropriately tracked and accounted for
- Operated a forklift as necessary to complete specific mission.
Property Accountability Officer
SKC, LLC
04.2011 - 07.2014
- Served as Book Specialist responsible for maintaining Property Accountability Support System (PASS) for DAL-2C
- Established property accountability for new equipment and/or equipment Found-on-Base and post documents as required
- Supported C4ISR Programs
- Coordinated with cataloging service for issuance of stock numbers for new equipment not listed in Integrated Logistics System (ILS) database
- Assisted Activity Supply Coordinators (ASC) or Hand Receipt Holder (HRH) in conducting annual inventories and reconciliation of Activity Supply Accounts (ASA) as needed
- Conducted research and analysis using PASS, ILS, and other external government resources to establish processes for the tracking of Accountable property through the Turn-in process from receipt to delivery at DRMO including certification of the documents by document control personnel
- Assisted Property Management Office with research and evaluation of items listed on Report of Surveys (ROS) to maintain accuracy in reporting requirements
- Analysis of Management Data and Logistical procedures and policies; Added Input to working groups
- Monitored Service Requests (SR) for Build Orders using Seibel (Support Web) to ensure that requested property is delivered, issued, and signed for by the appropriate HRH/ASC for all NCR DODAAC's and to ensure that all files and records of correspondence are maintained by the appropriate Property Book office as directed by the Property and Financial Accountability requirements
- Coordinated with all departments and at all levels to include warehouse, material management, property book, transportation, and facilities management, as well as other divisions and branches when required
- Provided professional level expertise and counsel to the Property Management Office on property accountability and other logistical actions as required.
Aircraft Armament System Technician
Maryland Air National Guard
05.2008 - 10.2012
- Managed $100,000 in bench stock and precious metals
- Conducted and processed relief documentations for all lost and damaged property
- Troubleshot and rewired various electrical components on and off aircraft
- Performed Guidance Unit Calibration tests and Binary Integration Tests when deployed to Afghanistan in support of Operation Enduring Freedom and various CONUS locations for training.
Storage Section Team Lead
Logistics Applications, Inc
07.2009 - 04.2011
- Supervised up to eight subordinates in everyday warehouse production while creating and managing schedules, inspections, training, and daily housekeeping agendas with zero issues
- Responsible for over $60 Million worth of IT Hardware, Software and Networking materials within a high-tempo warehouse environment and a point of contact for the Receiving, Storage, Inventory, and Shipping processes maintained in a large-scale warehouse
- Conducted and processed relief documentations for all lost and damaged property
- Supervised the picking of orders to be sent out daily
- Improved the maintenance program for several forklifts, conveyor belts, and scanners to increase production while reducing equipment downtown
- Handled employee issues within the facility that could have hindered production
- Proficient with Microsoft Office programs such as Microsoft Word, Excel, and PowerPoint to maintain reports for shipping, receiving, production, and schedules, and set up all new hires with usernames, passwords, and workspaces.
Aircraft Armament System Technician
U.S. Air Force
01.2004 - 01.2008
- Coordinated and performed logistical operations, maintained supply records, scheduled and performed annual, cyclic, and sensitive items inventories
- Prepared procurement requests for office equipment, supplies, and services; managed and maintained 100% accountability of over $17.5 Million worth of standard and non-standard property
- Managed, maintained, and monitored the Organizational Clothing and Individual Equipment (OCIE) assets valued at over $200,000
- Performed quarterly Command Supply Discipline inspections on lower level companies and provided monthly training on unit supply procedures
- 8 years of experience in loading, unloading, maintenance, troubleshooting, and overhaul on F-16/ A-10C Fighter and attack aircraft
- Maintained 100 percent accountability on all property, ensuring accurate records were maintained in accordance with DOD rules and regulations
- Responsible and accountable for organizational and installation supplies and equipment valued more than $20 Million
- Initiated and processed any administrative adjustment reports found on installation and inventory adjustment reports to maintain property records
- Managed the arms room, key control, and flawlessly managed the weapons maintenance program
- Maintained Explosive Safety Standards with zero incidents.
Education
Bachelor of Science, Emergency Management - Emergency Management
American Public University System
Charles Town, WV 10.2021 - Current
Skills
Desktop support
Ticket support system management
Inventory management procedures
Certification
Security + (2020)
Additional Information
- Active Top Secret/SCI Clearance with Counterintelligence Polygraph granted CE status 2020
Software
Interests
Ice Hockey
ServiceNow
I worked with developers to create what is currently used as the primary ticketing systems for large organizations. I was tasked with helping establish the workflow and back end matrices. More detailed information available upon request.
Timeline
Bachelor of Science, Emergency Management - Emergency Management
American Public University System
10.2021 - Current
Staff Stakeholder Engagement Manager
Assured Consulting Solutions
01.2017 - Current
Workflow
NJVC, LLC
02.2016 - 01.2017
Asset Manager
Advanced C4 Solutions
03.2015 - 02.2016
Logistician
Advanced C4 Solutions
07.2014 - 03.2015
Property Accountability Officer
SKC, LLC
04.2011 - 07.2014
Storage Section Team Lead
Logistics Applications, Inc
07.2009 - 04.2011
Aircraft Armament System Technician
Maryland Air National Guard
05.2008 - 10.2012
Aircraft Armament System Technician
U.S. Air Force
01.2004 - 01.2008