Dr. David Wallace

Experience

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  Manpower Technical

  Jan 1997 - Jan 2008

  Employee

  - Managing Tier 2 Level Support while team leaders/supervisors are in meetings, on vacation or scheduled leave- Making decisions in respect to escalation of issues, customer incident resolution and irate customer resolution. - Information Planning and Management - Training to setup and design for Computer Labs, Offices, Server Rooms- Systems Development/Process Reengineering - Network design, implementation, review and modernization

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  Self Employed

  Nov 2000 - now

  Information Technology Instructor

  Technical Trainer in areas pertaining to the IT / IS Environment.Train various staff members of different organizations ranging from public to private environments. Courses have included Microsoft Office 2010, 2013, 2016. Operating Systems include Windows 7 and Windows 10.

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  OIC of Washington

  Jan 2001 - Jan 2006

  Technical Instructor

  - Instructed over 225 students on MOS (Microsoft Office Specialist) / A-Plus Certification Courses.- Assisted in setting up course syllabus for 2 different classes A Plus and Microsoft Office 2000 Classes- Assisted in setting up two classrooms, which includes positioning the tables for best network performance, setting up the workstations, assigning IP addresses on all workstations to connect to three different domains within the building. Setting up the router to use DSL as well as assign network printers, and setup remote accounts so that the Administrator of each site and Remote Desktop into each server to perform nightly backups and regular maintenance- Mock interviews setup for students to enhance dialogue skills concerning job application processes (Used advanced students as interview panel members). Show less

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  EDS

  Nov 2005 - Mar 2008

  Tier 2 / Trainer

  Hired as a Tier 2 technician, requested to move to team lead, instead accepted the DMDC training position. Worked with Tier 1, Tier 2, Network Engineering, and Deployment Team to identify, create CBT's, and setup classrooms for new and existing staff. Updated classes and CBT's were created to re-certify the staff on updates to the system and the network / firewall configurations.

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  University of Phoenix

  Jan 2006 - Jan 2010

  Bachelor of Science & Business in Information Systems degree (BS/B IS). BS/B Information Systems

  • Student

    Jan 2006 - Jan 2010

  • Student

    Jan 2006 - Jan 2008
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  US Department of Homeland Security

  Jan 2008 - Jan 2009

  System Administrator

  Worked as a Technical Instructor pertaining to writing a cable in Microsoft Outlook

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  Catapult Technology

  Mar 2008 - Jun 2009

  System Administrator

  Worked on the Department of Homeland Security contract

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  Clovis

  Jan 2009 - Jan 2009

  Tier 2 Technician

  Worked on the Joint Chiefs of Staff contract at the Pentagon

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  ISR

  Jan 2009 - Jan 2010

  Technical Instructor

  - Assisting with setting up over 150 embassy sites to deploy SMART solutions to Foreign Service Agents, Locally Engaged Staff and Embassy Liaisons- Ensured all computers in each training lab were setup to include the workstation is functional, including troubleshooting error messages and requesting emergency shipments of parts, supplies and scheduling on-site technicians to each classroom to troubleshoot issues for both software and hardware- Setup Adobe Connect to train small consulate sites of less than 12 person staff. On-line meetings setup to train from the Internet/ VOIP. - Experience in customer support, diagnosing system problems, and tracking and resolving SMART software issues - Trained all personnel at the United States Embassy’s how to archive and retrieve messages that the Department of State deems necessary to retain for long term value Show less

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  Clovis

  Aug 2009 - Feb 2011

  Technical Instructor / Tier 2 Engineer

  Tier 2, Desktop Support, Technical Training for Tier 1,2, Desktop Support.

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  Power-TechUSA, Inc

  Jan 2010 - Jan 2011

  Installation Technician

  Desktop Installation on the following networks: - Unclassified - Secret

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  Fortune High Tech Marketing

  Oct 2010 - Jan 2013

  Independent Representative

  http://www.fhtmus.com/dwva

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  Computer Science Corporation

  Nov 2010 - Apr 2015

  Critical Incident Center Manager

  - Coordinates an account aligned team that will manage Incidents from initial escalation to completion.- Initial point of contact performing a triage function to ensure appropriate response and will own the escalation and notification process.- Interprets demand forecasts and assists functional areas or departments in planning and delivering end-to-end services.- Oversees account specific service problems and the prioritization of work requests.- Maintains records of expenditures to ensure that costs do not exceed approved budgets. Identifies and escalates issues related to budgetary compliance in relation to expenditures.- Coordinates communications between functional areas or departments and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications.- Identifies service improvements to increase customer satisfaction. Communicates improvement needs to appropriate parties to ensure timely implementation and to maintain client satisfaction.- Ensures delivery of projects meet client and company expectations and needs.- Provides leadership and work guidance to less experienced personnel.- Work 12 hr days Thursday, Friday, Saturday and alternate Wednesdays- On-Call off days to provide coverage for other shifts, including night shifts- Experience in customer support, diagnosing system problems, and tracking and resolving network issues as required- Familiarity with TSA Network infrastructure / Applications (Web-based / Server-based)- Coordinate Emergency Network / Application configuration changes that restore services to TSA Community- Coordinate with Tier 2 / Tier 3 engineers to isolate / resolve potential outages to TSA Community End Users. Show less

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  CSRA Inc

  Jan 2015 - Jan 2016

  Duty Officer

  Coordinated ITIL aligned team managing incidents from initial escalation to closure using CSC policies as the guidelines. Ensured through synchronization of Tier 2 & 3 technicians, in conjunction with third party vendors, to ensure appropriate responses to the FDIC infrastructure restoration process utilizing the Remedy ticketing system. Coordinated moderately complex to complex activities of functional areas pertaining to specific departmental requirements to ensure that business solution objectives were met. Coordinated communications between departments & clients to ensure that integration of new, enhanced & existing service offerings met client specifications with the FDIC Network infrastructure / Applications (Web/Server-based) & Coordinate CRQ (Change Requests) implementation. Show less

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  CSRA Inc

  Nov 2017 - Oct 2018

  Critical Incident Management (Rehire)

  • Coordinate ITIL aligned teams to present infrastructure management of incidents from initial escalation to closure using company policies as the guidelines.• Ensuring through synchronization of Tier 2 & 3 technicians, in conjunction with third party vendors, to ensure appropriate responses to the infrastructure restoration process detailed in the ITIL environment. • Coordinate moderately complex to complex activities of functional areas pertaining to specific departmental requirements to ensure that business solution objectives were met.• Coordinate communications between departments & clients to ensure that integration of new, enhanced & existing service offerings met client specifications with the company’s network infrastructure / applications (Web/Server-based) & Coordinate CRQ (Change Requests) implementation. Show less

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  RedMatter Solutions

  Oct 2018 - Aug 2019

  Sr. IT Training Specialist

  Worked with CGI to develop training for the federal government. The contract requirements included training the government customer. Worked with the liason on the government side to coordinate the delivery of the final product

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  CACI International Inc

  Aug 2019 - Jul 2021

  EOC Shift Manager
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  Wipro

  Jun 2021 - Aug 2022

  Incident Manager (FDIC.GOV)
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  CACI International Inc

  Dec 2021 - Feb 2023

  Technical Training Instructor & Team Lead

  · Trained all newly inducted personnel into the TSA / DHS Environment· Perform weekly refresher courses regarding daily duties that include:o Incident Managemento Network Techniciano Microsoft Server Engineeringo Shift Lead Reporting· Assist in the development of updated standard operating procedures based on the direction of the customer (TSA / DHS)· Coordinate with the Team Leads (Microsoft, UNIX, DBAs, Monitoring, and Network) to assist in the assurance of passing from the Engineering Level to the Technical Level instructions to assist in the development of a standardized infrastructure delivery program. Show less

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  Peraton

  Feb 2023 - Feb 2024

  • Coordinated ITIL aligned teams to present infrastructure management of incidents from first escalation to closure using company policies as the guidelines• Direct continuity of operations for emergency relocation of 24x7x365 operations to include uninterrupted telecommunications, computer systems, cybersecurity, and infrastructure.• Ability to learn and apply Identification, Containment, Mitigation, and Remediation concepts based on ITIL Foundations to members of the incident response team• Assess situational awareness of potential incidents within the environment and initiate mitigation efforts to restore service to the customer• Utilizing monitoring tools including Splunk, ForeScout, McAfee and ProofPoint to identify malware, cyber hunting, and other potential infrastructure threats.• Provide the customer with various reports about the TSA infrastructure in regards to any and all cybersecurity threat levels• Lead a team of Enterprise Operations Engineers and Cybersecurity Technicians and Incident Managers who monitor and assist with the assurance of a secure network environment Show less

  • IMPACT II TSA Enterprise Operations Cyber Security Center Assistant Director

    Feb 2023 - Feb 2024

  • Shift Supervisor

    Feb 2023 - Jan 2024
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  CACI International Inc

  Feb 2024 - Oct 2024

  Enterprise Operations Shift Manager

  As an Enterprise Operations Center Watch Officer, I will:1) Monitor and coordinate operational activities2) Ensure timely response across the Air Force infrastructure3) Remediate detected or reported issues4) Log incidents based on detected or reported issues5) As the overnight Watch Officer, I will be responsible for central point network management throughout the Departmenta. This includes the monitoring, coordination, notification, remediation, and tracking of cases leading to the resolution of incidents.b. Enterprise Operations Overnight Watch Officer operates in a 24/7 environment, requiring vigilance and the ability to respond effectively to issues, incidents, and emergencies. Show less

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  St. Mary’s Piscataway

  Sept 2024 - now

  Substitute Teacher

  Technical Instructor for K through 8th grade working daytime hours to help students with building their Technical skills.

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  University of North America

  Sept 2024 - now

  Director of Technology

  Teaching from Associates to Masters Degree students in Technology. Plans to work on Career Services and develop COMPTIA Courses for the University.