William Roca, PMP ITIL LSS

Experience

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  Army National Guard

  Mar 2011 - Mar 2017

  Multichannel Transmissions Specialist

  In the National Guard, my responsibilities are to stay fit, do what I am told by my superiors and do it efficiently. Whether it be to make sure a cable is tight or that the trash is emptied, no job is too small. I am responsible for communications between different sites through line of sight. I have recently returned from Afghanistan when me and a team of 7 were in charge of over 1000 users and had to fix, troubleshoot, and resolve computer issues each and every day.

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  Chairman of the Joint Chiefs of Staff - Pentagon

  Jan 2015 - Mar 2016

  IT Professional

  Provide customer service to nearly 5,000 customer of the Joint Chiefs of Staff at the Pentagon. Provide phone support to end users on Classified and Unclassified systems in a Virtual Desktop Infrastructure. Utilize Remedy to document troubleshooting procedures and resolutions. Escalate tickets that need Tier II or a higher level of support. Create end user accounts on Classified and Unclassified Systems. Obtained LRA certification to issue PKI certificates and tokens to end users on Classified Systems.- Trained new employees- Supervised Tier 1/2- Interview potential new employees.- Managed ticket escalation/processing Show less

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  SecureNetMD, LLC

  May 2016 - Jun 2019

  Managed Projects from the procurement stage, implementation, and post install after action reports. Established relationships with senior level management to assess requirements for projects and ensured the resolution achieved the required business results. Communicated with internal and external stakeholders weekly to discuss milestones for ongoing projects. Provided deliverables outlining current project timelines to all stakeholders.Analyzed post project reports to identify key factors of continual service improvement prior to production. Show less

  • Service Manager

    Jan 2017 - Jun 2019

  • Service Desk Analyst

    May 2016 - Jan 2017
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  IMPACT Technology Group

  Jun 2019 - Oct 2024

  Account Manager/Project Manager

  Initiate, plan, monitor, control and close Client projects from a Project Manager role as well as part of the project teamManaged communications across all departments to schedule and plan meetings to ensure all stakeholders were engaged in projects and the overall missionVerify proper quality of deliverablesContinually review work performance to provide lessons learned for improvementEngage Client base on new technology, workflow(s) or potential for increased productivity for their businessSupported project team members through the project lifecycleConduct monthly, quarterly, or annual Business Reviews with Client base Assess all Clients based on IMPACT standards and provide long term technology plans to achieve internal company standards as well as improve Client’s business technologyEnsure 90%+ retention for all clientsDevelop team building exercises/activities to enhance internal collaboration and morale Show less

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  M7 Services

  Sept 2024 - now

  Project Manager

  Developing project plans, goals, and budgets; identifying resources needed.Preparing requests for proposals and conducting all necessary meetings to facilitate selection of project services and products.Developing schedules and methods for measuring results.Assembling and coordinating project team members; assigning individual responsibilities.Organizing and managing all phases of the project to ensure on-time completion.Planning and overseeing the preparation and dissemination of project communications.Document all estimates, project statuses, and project completion paperwork.Work with the technical team to brainstorm new processes for technical projects.Ensure projects are delivered on time and within budget.Identify projects’ risks in a timely manner and communicate to all parties.Ensure projects’ milestones deliverables statuses are communicated to all parties Show less