Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Aiden Ford

Wildwood,MO

Summary

Knowledgeable IT Manager oversees large-scale technology deployment, maintenance and service continuity. Directs and leads staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement network changes and upgrades. Manages technical strategy, training and documentation.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Service Manager (Contractor)

GES
11.2023 - Current
  • Leads a DoD IT service portfolio with an overall budget of $730 million on international network operations, which services include cloud migrations, network installations and upgrades, security patching on End User Devices, proprietary forensic testing software within DMZ's, and CRM launches.
  • Guarantees 24x7x365 service coverage by monitoring and guiding the performance of six engineering teams through Microsoft Power Apps, Microsoft Dynamics, ServiceNow and proprietary service management software.
  • Ensures 99.999% server uptime and a proven on-time network installation rate of 93%.
  • Established SOPs for all Service and Project Managers, Service Engineers, and Administrative staff, resulting in annual estimated savings of $480 million to the federal government.
  • Adheres to service level agreements (SLAs) and provides detailed job training to Service Engineers.
  • Assigns technical responsibilities to all IT departments within the DoD including network management, data center management, cybersecurity, and asset management.
  • Provides guidance to command and executive leadership on matters of systems engineering requirements, budgeting, implementation, and training systems operators.

Telecommunications Manager

Maritz
10.2021 - 11.2023
  • Managed user administration, licensing, and toll-free implementation, modification and removal on Maritz's cloud-based telecommunications platform 8x8.
  • Supervised and completed multiple projects, including creating a toll-free database for ServiceNow implementation, application of callback queues to thousands of lines for multiple BU's, and revising naming conventions.
  • Managed ticketing and project workflows for ITSM tool ServiceNow.
  • Implemented and maintained automated software and firmware patches on the 8x8 Work application, 8x8 Quality Management screen recording software, and physical deskphones.
  • Performed regular call log reviews for unusual call activity, and applied updated inbound and outbound call restrictions across the Maritz telephony network.
  • Held focus groups and learning events for BU managers for the purpose of promoting a collaborative work environment and a shared understanding.
  • Cross-trained external IT Service groups on the 8x8 platform in order to form a collective knowledge across departments, as well as providing redundancy in workflow.
  • Quickly became the subject-matter expert and product owner on 8x8 after receiving no training upon starting the position.

Network Engineer

Computer St. Louis
10.2019 - 10.2021
  • Monitored HP and Netgear LAN, Unifi WAN and Watchguard VLAN network uptime and performance through Connectwise for over 150 companies.
  • Maintained and upgraded VoIP networks with 3CX for 87 companies.
  • Troubleshot technical issues on personal computers, Watchguard firewalls and Windows servers.
  • In-depth experience with Active Directory, as well as email in O365 and hosted exchange environments.
  • Maintained and managed cloud environments for the purpose of providing SaaS, cloud storage, and virtualization through Hypervisor.
  • Installed, maintained and monitored multiple anti-virus softwares (Malwarebytes, Microsoft Defender, ESET, and Webroot) on Microsoft Windows computer systems and servers.
  • Implemented drive encryption of files via Bitlocker on mission-critical Microsoft computer systems and servers.
  • Analyzed flagged traffic in the Watchguard Traffic Monitor to determine if it was malicious, then carried out the best course of action to clear the threat and implement proactive solutions within content, geolocation, IP and URL filters.

Battalion S6 Signal Officer

205th Military Police Battalion
04.2018 - 03.2021
  • Directed asset management for Army radio, satellite, and information technologies valued at $1.1 million, as well as updated maintenance and utilization processes for an entire battalion.
  • Conducted quarterly hardware audits on all satellite communication technologies, as well as hardware and software audits on all Microsoft Windows computer systems to ensure security compliance.
  • Prepared the Company telecommunications systems prior to deployment through 3 rounds of regulated and documented security checks.
  • Educated soldiers on how to correctly and securely communicate on telecommunication and cyber systems.
  • Managed six enlisted soldiers in establishing, securing and maintaining Battalion communications systems.

Platoon Leader

United States Army
06.2018 - 08.2018
  • Led 30 soldiers in combat exercises
  • Communicated consistently with the Battalion Command in order to plan follow-on missions
  • Directed platoon rehearsals and drills to ensure readiness for achieving mission objectives
  • Demonstrated competence and fairness to keep the platoon prepared to follow orders in dangerous conditions

Delta Team Leader

United States Army
06.2016 - 08.2016
  • Trained in Estonia with the Infantry branch of the Estonian military and participated in Operation Sabre Strike through combat exercises
  • Managed the maneuverability and schedule of the unit comprised of 10 soldiers
  • Ensured the supplies were obtained for the unit
  • Communicated with the mission commander to positively lead, model and establish unit morale

Education

Officer-Student -

US Army Officer Signal School
Fort Gordon, GA
09.2019

Bachelor of Science - Criminal Justice

Indiana University
Bloomington, IN
05.2018

Skills

  • Technical leadership
  • Business Analysis
  • Capacity planning
  • Risk mitigation planning
  • SLA response management
  • Technical support scheduling
  • Disaster recovery
  • Incident management
  • Network administration
  • Application support
  • Enterprise architecture and cloud infrastructure
  • Active Directory Management
  • Microsoft Windows Servers
  • VMware Virtual Machines
  • 8x8 and 3CX VoIP
  • Information Security
  • Netgear router configuration, maintenance and repair
  • Unifi WAN networks
  • HP and Netgear LAN configuration and troubleshooting
  • Watchguard Firewall configuration and maintenance
  • MS Office Suite software deployment and management
  • Office 365 licensing management
  • Microsoft Word, Excel and PowerPoint

Certification

  • CompTIA Security+ (SY0-601)
  • ITIL v4 Foundation Certification
  • IA Training Phishing Awareness v3.1
  • IA Training Personally Identifiable Information v2.0
  • IA Training Portable Electronic Devices and Removable Storage Media v2.0
  • IA Training SAFE Home Computing
  • IA Training Computer Security Training
  • IA Training Thumb Drive Awareness
  • Cyber Security Fundamentals
  • Army Skillport NETCOM IA CompTIA Security+ (SY0-501)

Timeline

IT Service Manager (Contractor)

GES
11.2023 - Current

Telecommunications Manager

Maritz
10.2021 - 11.2023

Network Engineer

Computer St. Louis
10.2019 - 10.2021

Platoon Leader

United States Army
06.2018 - 08.2018

Battalion S6 Signal Officer

205th Military Police Battalion
04.2018 - 03.2021

Delta Team Leader

United States Army
06.2016 - 08.2016

Officer-Student -

US Army Officer Signal School

Bachelor of Science - Criminal Justice

Indiana University

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Aiden Ford