JOSEPH W. GILMORE
Honolulu, Hi 96825
A Managing Business Consultant and Service Management SME of 30 years experience with extensive subject matter expertise in IT Services Management (ITSM) and ITIL, methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. ITIL V3 candidate, CISSP trained seeking a position of interest that makes a difference.
• More than 30 years of combined experience in mid to senior level management.
• 30 years as an IT professional specializing in IT best practices, management, networks, user support, training, and project management.
• Strong analytical and problem solving skills. Experienced with service and risk management as outlined in ITIL v2 and ITIL v3.
• Professional Scientific SCUBA Diver AAUS.
• Bachelor’s degree from the University of Oklahoma included an “IT Best Practices” thesis component.
• Outstanding interpersonal abilities; work well with individuals at all organizational levels.
• Strong communication, team building and customer relation skills.
• Responsible for leading and training the regional team in the process of change management, DISA STIG’ing (hardening servers and network assets according to the Defense Information Systems Agency’s Security Technical Implementation Guidelines) ESX, Windows, Linux, and Cisco switches and routers, in a highly classified DOD environment.
Subject Matter Expertise and Consulting:
Service Management Development and Delivery: Developed and delivered management value added strategic technology infrastructure solutions for large and small scale
data center environments throughout career using IT Service Management (ITSM) based on ITIL and industry best practices.
• ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk
• ITIL Service Delivery areas of Service Level Agreements, Availability, Capacity, Financial, and Service Continuity Management
• Business Impact Assessment, Business Continuity, Disaster Recovery Planning
• Enterprise Infrastructure Architecture and Distributed Systems Management, Application
• Design Reviews, Storage and Data Modeling and Migration, Data Center Consolidation and Virtualization. The above services included the business strategies and deployment plans, delivery and developing the appropriate delivery guides, additional errata and training, where needed.
University of Hawaii-PacIOOS
Systems Mgt/Professional Scientific SCUBA Diver
This position is responsible for the back end servers and telemetry from the entire insular Pacific for PacIOOS and requires extensive knowledge of VMWare, Linux, Windows servers, and SQL databases. It also requires extensive communications expertise in cellular, satellite, and wireless technologies to insure communication success and data integrity. This position requires travel and diving throughout the Pacific Ocean in support of the PacIOOS mission and ocean science. This requires achieving and maintaining the University of Hawaii Scientific Diver professional SCUBA certification. Affiliated with the University of Hawaii School of Ocean and Earth Science and Technology.
• Required member of the American Academy of Underwater Science.
• Professional Scientific Diver.
• Identifies and recommends contingency measures.
• Help create the enterprise’s first configuration management database.
• Lead engineer on SAN project, Lead engineer on SAN clustering and HA project.
• Authored several articles on IT procedures.
• Responsible for the Data Acquisition across the Pacific.
• Responsible to stakeholders for maintaining customer satisfaction.
• Responsible for managing a 24/7/365 operation.
• Responsible for the deployment of new instruments.
• Responsible for the maintenance of instruments and data loggers.
August, 2010-May, 2011
Tec Masters, Inc Huntsville, AL
Regional Technology Lead MITSC (Mid-Pacific)
Marine Corps Base Hawaii Kaneohe, HI
This clearance required position lead the secret level service desk, assigned trouble tickets, tracked team’s work, lead troubleshooting, and required a unique ability to adapt to a rapidly changing environment while functioning under the strict regulations and legal mandates for operating Classified government networks. This position was the MITSC ([Marine Air/Ground Task Force] Information Technology Support Center) regional technology lead for the implementation of the new DOD net-centric concept for the Mid-Pacific Region.
Team Operations lead for:
• Contractor team Information Assurance adherence in a classified environment.
• Contractor team ITIL v3 and ITSM training.
• Capacity planning and usage reporting.
• Reported/responded to critical security events and took corrective measures per defined incident management processes.
• Responsible for the monitoring and post installation configuration of regional SIPRNET objects, services, and users, providing access to Classified network while strictly adhering to the ITIL V3 framework.
• Developed SOPs and insuring contractors provided timely and accurate documentation in accordance with the ITIL V3 and ITSM frameworks.
• Insured confidentiality, integrity, and availability of documents and data throughout the network.
• Configured Linux, Windows Server 2003/2008, Microsoft SharePoint, VMWare ESX, Solar Winds Orion, Retina, and Altiris 7.0 in a Classified environment.
• Configured shared printing services.
• Developed and maintained standard operating procedures for system administration operations.
• Identified and recommended contingency measures.
• Assisted network security and IA in vulnerability assessments, patching, and other information security procedures.
• Maintained operations of network performance monitors.
• Designed and deployed network enclaves and services as necessary.
July, 2008-July, 2010
Saint Louis School, Honolulu, HI
Director of Technology
This position required extensive knowledge and experience in planning, implementing, and managing projects at all levels of the enterprise while ensuring strict ITIL and ITSM best practices compliance. Responsible for the overall direction of campus information services – both focused on the support of learning and scholarship and those focused on the support of administrative functions, as well as all network functions, including telephone provisions. Coordinated with other members of senior management to maximize the efficiency and availability of services offered, including access to educational technology in classrooms, to online education, to administrative functions, and to Saint Louis School’s local network and the Internet. Serve as an advocate for continuous development of student, faculty, and staff training, and for the use of high quality information systems.
•Aligned the initial ITIL and ITSM framework to the enterprise technology plan and technology daily activities.
• Presented the initial presentation to the senior management describing the benefits and organizational cost savings for implementing the ITIL and ITSM framework for the enterprise.
• Established, planed, and administered the overall policies and goals of the information technology department.
• Analyzed the needs of departments and established priorities for feasibility studies, systems design and implementation and developed new and/or modified the company’s information processing systems.
• Acted as the interface between information staff and the School’s department heads and directors.
• Prepared a 5-year strategic plan and updated it yearly to take advantage of changes in technology and ensure alignment with the School’s strategic plan.
• Was a member of the President’s Council and enterprise Strategic Planning Committee.
• Responsible for budgetary planning and oversight for IT Department. Provided planning input for the SLS budget.
• Procured major hardware, software and systems. Implemented SLS IT procurement policies and negotiated with vendors.
• Developed and implemented policies on use of SLS’ information network and systems.
• Developed and implemented policies and procedures on provision of all desktop PC equipment.
• Ensured compliance with all standards and regulations affecting information systems.
• Installed the school’s first VMWare cluster providing the first high availability enterprise solution and Microsoft Active Directory structure at the school.
• Introduced the first Linux servers and Open Source software providing a much larger ROI.
• Attended CISSP training.
May, 2005-July, 2008
First Insurance Company of Hawaii, Honolulu, HI
Sr. Systems Analyst/Network Engineer
This position required extensive knowledge and experience in ITIL v2, network operating systems (Windows, Linux, VMWare, and NetWare), infrastructure (layers 1-4 from physical to protocol filtering), and subject matter expert in all areas of Information Technology systems required by the business units as well as provide mentoring to junior staff. This includes SAN’s, NAS’s, NOS’s, hardware, cabling/fiber design, termination, and certification, IDS, firewalls, VPN’s, fiber switch configurations, IOS, monitoring tools, and protocol analysis.
• Orchestrated and installed new LANs/WANs.
• Heavily involved in the adoption of ITIL V2 and change management in the enterprise.
• Helped create the enterprise’s first configuration management database.
• Lead engineer on new SAN project, Lead engineer on SAN clustering and HA project.
• Project Manager for high availability server clustering project (Novell NetWare).
• Organized and performed the maintenance and upgrades for existing SANs.
• Served as project lead, subject matter expert, and team member on many critical initiatives.
• Maintained Windows, Linux, and NetWare servers in a 24/7/365 environment.
• Developed and implemented training at the enterprise level for Novell iFolder.
•Developed team building skills among systems and help desk groups.
• Supervised personnel and vendors on various projects, and IT Intern program.
July, 2002-April, 2005
City of Lubbock, Texas, Lubbock, TX
Systems Analyst/Systems Administrator
This position required a highly unique mix of skill sets. The position was originally created to resolve a dispute between the City’s IT Department and Water Department over IT assets and funding. It required effective problem solving skills to bridge the communication gap between the departments as well as a complete set of IT infrastructure skills to be able to supplement the IT Department’s staff on other IT projects throughout the City, as a team member/leader and subject matter expert. Experience in this position extended from basic RS-422 SCADA networks to a redundant 35 mile SONET ring.
•Prior to the adoption of ITIL, was involved in creating an ITIL-like framework for change management for the city.
• Worked with other city engineers and the local police department on various computer forensics issues as requested.
• Lead Architect for modification and improvements to the existing SCADA system which controlled the valves and pumps along a 90 mile underground pipeline for the City’s water supply. The system utilized sets of redundant DEC Alpha servers, SCADAPak controllers, RS-422/485, multimode fiber, and 900MHz spread spectrum radio links. Also was the lead architect for the water reclamation SCADA systems and infrastructure in a highly corrosive environment.
• Recommended and designed IT function and post 911 security policies for the City of Lubbock Water Department to monitor the secure the movement of 85 million gallons of water per day over 90 miles. This encompassed the water supply for 300,000 residents and the resulting sewage treatment, cleansing, and proper discharge as well as the testing and quality control labs and equipment).
•Project Manager/Architect for wireless portal project utilizing a Wireless Distribution System for passenger use at Lubbock International Airport.
• Designed and implemented Linux desktop migration strategies for moving from Microsoft Windows environments.
• Project Manager/Architect for City’s SONET update project.
• Key in personnel problem resolution management between IT and Public Works Departments.
• Supervised and trained personnel and vendors on various projects.
Gilmore Consulting Services, LLC, Honolulu, HI
This is a catch-all for any consulting work for clients and former customers for monitoring and off hour support of their technology, networks and infrastructure. It requires an understanding of the customer’s needs and market to be able to help recommend technology paths, solutions, and budgets.
• Designed, and installed LANs/WANs for public school systems throughout the Southwest region of the United States.
• Developed individual training periods tailored to customer’s technology needs.
• Consulted with district technology directors and their staff on directions, recommendations, and new technologies.
• Served on several major district technology committees.
• Contributed to Novell’s product development (DeveloperNet) at Novell, Inc. Provo, UT.
• Designed and implemented remote monitoring of file servers and routers throughout the region.
April, 1992-March, 2002
Smart Technologies, Inc.,Oklahoma City, OK
Sr. Network Engineer/Part Owner
This position was critical to the success of this start-up venture in 1992 as the technology anchor to the team/business. In the business plan, it was imperative that the person filling this position establish and maintain a high level of technical proficiency, integrity, and customer confidence. Responsible for training staff, customers, designing and architecting complete technology solutions for school districts, troubleshooting issues at all seven layers of the OSI model, as well as providing input on business functions.
• Designed, and installed new LANs/WANs/TelCom for public school systems (234 LANs/WANs, 649+ servers). For many districts, these were their first campus wide networks (1990’s).
• Designed training periods and taught IT technical and best practices courses based on customer needs and requirements.
• Trained engineers and end users on various network technologies, applications, and the benefits of change management and IT best practices.
• Managed personnel and various projects. Supervised service department, staff, and technicians.
September, 1978-September, 1998
U.S.Army, (Controlled from ARPERCEN),St. Louis, MO
Captain, Target Acquisition Platoon (detached) Commander/Various
Within several years of entering the U.S. Army as a private, I completed Officer Candidate School and was sent to Ft. Sill for the U.S. Army Field Artillery Officer Basic Course. Over the next 17 years, I was assigned to many different posts including nuclear capable units, target acquisition commands, division commands, and training and doctrine command. As an officer, I was consistently rated in the 97th percentile of all officers in my grade.
• Managed and trained up to 35 personnel with 5 direct reports.
• Provided expertise and assistance to the U.S. Army 10th Mountain DIVARTY to help prepare the division for the Panama invasion (Operation Northern Sword).
• Provided expertise to U.S. Army Field Artillery School TRADOC (Training and Doctrine Command) as Program Manager for the Field Artillery Officer Advanced Course.
• Provided expertise and support for several nuclear capable field artillery units.
1977 Eastern Michigan University,
Ypsilanti, MI Non-grad (unrelated major).
2002 University of Oklahoma, Norman,
OK BLS (Capstone project/thesis, “Computers, Networks, and K-12 Education”).
U.S. Army (IASO): Information Assurance Security Officer Certification (Ft. Gordon, GA) (2007).
BindView: Certified Security Administrator (2006).
Novell: Certified Novell Instructor (CNI), Master Certified Novell Engineer (MCNE), Certified Directory Engineer (CDE) (1995-2003).
Linux Professional Institute: Level I (2004).
Cisco: CCNA/CCDA/WIFI (2000).
CompTIA: Certified Technical Trainer+, Project+, A+, Security+, (1992-2010).
IBM: SV NetWare Integrator (Oracle).
Certified Fiber Terminator (Various).
I have also received a variety of other certifications from Microsoft, Hewlett Packard, Leviton, and others.
Commendations and Accolades:
“Thank you very much for generously donating your time, energy, and sweat in support of the Hawaii 3R’s project…” -U.S. Senator Daniel K. Inouye (Letter of recognition-2007). Recognized by the Edmond Public Schools for, “…his generous contributions of expertise, time, and talent…” -Department of Technology and Information, Edmond Public Schools, Edmond, Oklahoma (Certificate of Recognition, speaking to training, design, and implementation-2000).
Officially commended by the U.S. Army 10th Mountain DIVARTY Commander for “outstanding service and contributions” during Operation Northern Sword. (Official Commendation Certificate-1988).
Officially commended by The City of Lubbock Water Treatment and Production Superintendent for, “outstanding contribution toward customer service…” This was especially rewarding for me because the position that I filled at the city was originally created from a large and bitter rift between the IT Department and the Water Department. (Official Commendation Letter-2003).
“The technical expertise of Mr. Joseph W. Gilmore greatly facilitated the preparation of this manuscript.” -Dr. Richard M. Hyde “Microbiology and Immunology”, Third Edition (referring to issues with his network and software) (from the preface of the book-1982).
“The high-availability intranet work that Mr. Gilmore has designed and provided for our company has been the most reliable and seamless high availability intranetwork that we have ever had. In the last 2 years, we have not had a single network disruption”. -Mary Duncan, CPA, Sleighter & Duncan (1995).
Salary history and references available upon request.