Military Service
U.S. Army Reserve Captain
Experience
7 years served
Future
Seeking a career in any profession
Location
Lakeland, FL
About Randy
RANDY L. WILLIAMS willrandy@gmail.com
TECHNICAL PROJECT MANAGER/SYSTEMS ENGINEER
A technical engineer and business systems analyst offers proven success in evaluating, developing, and improving upon technical programs, products, and services with large user appeal. Simultaneously improves operations by adopting best practices and change initiatives that lift efficiency, quality, and productivity. Effectively interfaces with stakeholders and adeptly leads teams, projects, and strategic initiatives in a corporate environment and as an instructor and military leader.
• Successfully implemented several national projects for the Veterans Administration since 2008 for customer base of 23,000,000, Sr. Auditor for project, Re-Engineered national scheduling project so VA could hand over to new contract firms for completion.
• Implemented new SQWM surgery applications working with medical subject matter experts across the VA national domain, increasing the quality and timeliness of the peri-surgical process.
• Technical Project Manager for the VRM CRM/UD benefits application that is cloud based to process all Veterans, Spouse and dependent benefits and VA pensions “according to the national IAVA Veteran group over 200,000 backlogged benefits were processed in 2013, and this correlates with our implementation timeframe.
SELECT CAREER HIGHLIGHTS
Brought to national production two projects for SAIC that supported US Veterans, dependents, and children in their medical and benefits needs; applied focus on COTS products integration with the VA legacy systems and databases.
o Provided national production support, working with the VA and outsourced VERIZON data centers, and VA national helpdesk management and engineering staff.
o Brought products into production within cost and budget using the Microsoft Dynamics CRM platform and server products WINSERVER 2008, SQL Server, IIS Web Server
o Used Microsoft SQL server to capture all customer transactions for over 3,000,000 customer helpdesk sessions with average growth and data capture of additional 20,000 daily.
o Captured all web service transactions data in SQL Server between national call centers and multiple data centers, which allowed us to follow transaction completion for individual customer call transactions as each customer could have 50 or more documents to track on to complete and validate their legal release of VA benefits or pension.
Proved vital in increasing National PCR Agent staff at SAIC national call centers 600%, thus improving CRM/UD customer service 44% while making it easier for veterans/dependents to process claims for disability.
o Our team was able to rapidly grow the pilot helpdesk consultant staff from 62 pilot in 2012 to over 832 international personnel by mid-2013 by continuous implementations of new tools and system resources using the AGILE development method.
Automated software development processes for SAIC’s SPAWAR project without compromising the integrity of the development environment while maintaining/improving the quality of development products.
o Implemented customer driven adaptations to our national application using the AGILE methodology administered and managed with IBM Rational Tools suite for all Release/Deployment management.
o Provided after hours change release management for national code release support, testing web service and product changes, and escalating to development, engineering and legacy web service support as required.
o Applied web service scripts to provide interactive and web integration testing with new deployment and current development using SOAPUI
Windows Server Environments or Sever product lines Managed and Supported:
o DoD: USAR,UAF,USN: 2003, 2008 R2, SharePoint, Exchange
o Veterans Administration: 2003, 2008 R2, MS CRM Dynamics 2012, MS SCOM Systems Center Operations Manager, SQL Server 2012, IIS Internet Information Services Server, MS Reporting Server, SharePoint, Exchange
o VERIZON: NT/2000 supported over 10,000 images with the WINTEL senior MTS Engineering Team
UNIX/LINUX environments supported:
o DoD: USAF/USAR instructed on, implemented and supported VMware ESX, Red Hat Enterprise Linux, implemented up to 80 Windows Servers farms per site with Microsoft Server 2003 R2, SQL Server, IIS, Exchange, SharePoint and Office products suite to National and International locations
o APPLE Inc: Instructed on, implemented and supported MAC OSX laptops, desktops and servers for APPLE consumers, small/medium/enterprise business and government customers
o VERIZON: SUN OS/Solaris with Periphonics/NORTEL, IVRU Interactive Voice Response Units/CTI and NEC PABX/ACD national helpdesk Technical Project Management, Engineering and Support, SUN rational dB and IBM DB2 databases supported.
Also supported the following customers with these tools FEDEX, Blue Cross Blue Shield, Medicare, Verizon National/Premium/Commercial Service and Local and Remote disaster recovery helpdesk sites.
o VERIZON: AT&T UNIX Ver. V, IVRU Interactive Voice Response Units/CTI and NEC PABX/ACD national helpdesk Technical Project Management, Engineering and Support, local UNIX dB supported.
o VERIZON: Technical Project Manager and Engineering for al Middleware with the Separate Data Affiliate Data Center with the following UNIX server types HP/US, IBM AIX and SUN OS/Solaris
Provided instruction on safety, installation, operation, troubleshooting, and equipment maintenance for SAIC courses with 30+ students; supported 80 server instances simultaneously running Windows Server on VMware ESX/Linux.
Taught IT courses at Southwest Florida College, ranging from beginning computing to A+ and MCSE certification.
PROFESSIONAL OVERVIEW
SAIC, Business Systems Analyst IV/Engineering Technician VI – VA/SPAWAR National Project (2012-JAN2014)
• Technical Project Manager for application of new tasks and milestones in support of the core application or working with groups throughout the VA, and external vendors such as Microsoft, Verizon and SMARTBEAR/SoapUI
• Change Management lead to apply new development, vendor product updates and incident management using the AGILE methodology with the IBM Rational Tools management suite.
• Contributed to a framework that provides seamless access to Veteran’s benefits and service information and allows Helpdesk personnel to quickly verify data and complete transactions regardless of access channels using Microsoft CRM Dynamics.
• Shared information using media, e-mail, documents, images, files, and vendor reports to ensure all members of the team had a complete picture of customer expectations and requirements.
• Reviewed Statements of Work in support of contract and project personnel; travelled to multiple US locations to provide hands-on project and contract support for pilot setup efforts.
• Submitted risk management alters via weekly status reports or break-out communications with management.
• Implemented CRM/UD for the San Juan territory in support of claims for the Caribbean basin with Spanish support.
SAIC, Surgery Quality & Workflow Manager – VA/SPAWAR National Project (2011-2012)
• Established and maintained integrity of the base-lined artifacts for the project and implemented version management for all aspects of the hardware, software, and documentation for released configurations.
• Enabled the delivery of any revision level for any test records, module, or product.
• Defined and maintained repeatability of development and quality assurance processes for audits, common repositories, and problem tracking status tools for each product.
• Liaised with the user community regarding CM activities via forums, newsletters, web pages, and SharePoint.
SAIC, Project Management Systems Analyst III – VA HeV 21st Century (2009-2010)
• Supported requirements teams for IBM Rational tools support and use and administered ReqPro requirements database for 1,700 schedules and on-demand requirements.
• Provided support for Rational tools requests with web, PC client, and terminal services interfaces to Windows.
• Assisted team with PC workstations tool support, Windows updates, and security protocols/updates.
• Managed the Function Point Count Simulator, reports, and team interface to determine probable schedules, labor, and resources needed to support HeV implementation.
SAIC, Training Development Specialist III – TACLCAN US National & International Project (2007-2008)
• Developed and provided technical training classes on the US Special Operations Command Tactical LAN equipment system; travelled in the US and abroad to support the customer.
• Created training materials, including class outlines, handouts, and other instructional materials; designed material to conduct training sessions for interactive Power Point or hands-on system related exercises.
• Interfaced with customers and/or functional peer groups while working with senior management on special projects ranging customer product, service, product testing and knowledge sharing activities.
• Contributed to user acceptance testing efforts and helped engineering teams deploy new versions of products while resolving performance issues for NIPR, SIPR, and JWICS environments.
RANDY L. WILLIAMS 863-397-1488 | willrandy@gmail.com | Page 2
US ARMY RESERVE MEDICAL SERVICES EMPLOYMENT, Captain of BIOMEDICAL Health Information Systems and Operations Security Officer 345th Combat Support Hospital CSH (2011-Present)
• SUPPORTS BATTALION SUPPORT OF REGIONAL AND NATIONAL COMBINED FORCES ANNUAL TRAINING FOR UP TO 9,000 SOLDIERS COMPRISED OF MULTI-NATIONAL FORCE FOR IT/IS, COMMUNICATIONS AND TELEPHONY
• Manages and supports 245 personnel in health information systems and electronic communications, including COMM, ground, and wireless, data, and VSAT communications.
• Leads soldiers in achieving peak performance, personal growth, physical fitness, and military readiness.
• Functions as operations and signal security manager for the hospital.
US ARMY MEDICAL SERVICES (ACTIVE DEPLOYMENT), 1LT IRAQ Theater Health Information Systems Officer (2011)
• Provided clinical, technical, and administrative guidance concerning HIS management in the Iraq Joint Operations Area for Operation New Dawn and the subsequent drawdown of forces (RDOF).
• Designed the subject matter expert for providing theater-level advice/recommendations to the USF-I Surgeon.
• Delivered support for Health Information Systems for the theater medical taskforce of 1,500+ Army and Air Force personnel; team supported more than 42,000 solders throughout the region.
• Coordinated with project and support staff throughout CONUS/OCONUS that included teams in Europe and the Middle East; supported IA, planning, and production support for Telemedicine, JTMN-VSAT, Medweb/Tele-Radiology, MC4/ electronic medical records, and tele-behavioral health remote psychological consultation.
• Redistributed millions of dollars in theater HISO equipment to project teams throughout CONUS/OCONUS, including Europe and the Middle East to facilitate repairs, upgrades, and relocation of theater forces.
US ARMY RESERVE, 1st LT. Medical Service/ Health Services Systems Management (2007-2011)
• Advised and assisted the medical commander or staff surgeon in the area of healthcare information management; provided expertise and technical leadership in planning, developing, implementing, operating, maintaining, and disposing of information systems at medical activities.
• Conducted technical analysis to implemented information systems; this included planning, developing, operating, maintaining, and streamlining records/telecommunications/data efforts to enhance health care system operations.
• Commanded or served as the organizational head of health services systems information management activities; performed duties in TOE/TDA organizations wherever the Army provides medical care.
APPLE INC., Genius (2005-2007)
• Delivered frontline customer support at the Genius Bar, including hardware and software troubleshooting activities and basic customer product training for businesses, academic institutions, and government clients.
• Repaired Apple hardware and software products including desktops, portable, servers, network, and other equipment malfunctions; replaced internal equipment, reinstalled, and configured OS and applications.
• Migrated customer data, applications, databases, and e-mails from Windows to OSX/UNIX as needed.
*Earlier career experience includes 15 years 1988-2002 MTS Systems Engineer & Architect and Information Security Specialist at Verizon/GTE Service Corp. Also held role as Systems Analyst NSC Infrastructure while with GTE Data Services and as a 2003-2008 Professor of Office Systems Technology and Information Technology while at Polk State College (FLORIDA) and Southwest Florida College.
EDUCATION & CREDENTIALS
MBA, Technology Management / BSB, E-Business – UNIVERSITY OF PHOENIX
MCSE – UNIVERSITY OF PHOENIX | ISO 9000 Certified IT Auditor – VERIZON/GTE DATA SERVICES
GIAC Certified Incident Handler – SANS INSTITUTE DOD 8570 TRAINING
CISSP (Certified Information Security Professional) – SAIC DoD 8570 Training
Apple Mac Genius Desktop & Portable Computer Certification/Apple Inc. Certified Help Desk Specialist
Project Management Certificate Training – PROJECT MANAGEMENT INSTITUTE (PMI)
Holds an Active Security Clearance
TECHNICAL SKILLS
Web Services Helpdesk Middleware Desktop/Laptop Smart Phones/Devices
Windows Server CTI/IVRU VMware ESX CISCO Vendors Minicomputers
MS Office SUN Servers TACLAN V5.2 Tandem Systems Supercomputers
MS Exchange SAP DELL/HP Servers Red Hat Enterprise Verizon/AT&T Telephony
MS Share Point PC/MAC OS IBM Mainframes Cloud Computing Tech. Integration
Terminal Server Linux/UNIX Legacy Environments Client Server Systems IBM Rational Tools Suite