DMI (Digital Management, LLC)

ServiceNow

• Oversee and guide multiple Scrum teams working on complex IT projects
• Ensure development teams adhere to Scrum framework values and agile practices
• Mentor and motivate teams to improve processes
• Facilitate meetings and decision-making activities
• Remove impediments to ensure smooth delivery
• Train, mentor, and support Scrum teams
• Cultivate strong relationships with Product Owners, stakeholders, and cross-functional teams
• Coordinate with technical teams to follow best practices in ServiceNow development
• Track project deliverables, timelines, and financials ensuring alignment with client goals

Scrum Master – ServiceNow

Program Manager

• Oversee the execution of IT operations and maintenance services
• Act as the primary interface for project stakeholders
• Plan and manage all project tasks, ensuring adherence to scope, schedule, and cost objectives
• Serve as the main liaison between project teams, leadership, and contractors for effective communication
• Create and maintain a project management plan detailing scope, schedule, resources, and quality controls
• Establish metrics to track technical, cost, and schedule performance, delivering regular reports and dashboards
• Identify and assess risks, implementing mitigation strategies per organizational guidelines
• Develop and execute transition plans to ensure seamless service continuity
• Support Agile methodologies and systems engineering lifecycle reviews for project compliance
• Lead contractor teams, ensuring clear accountability and resource allocation
• Manage creation and delivery of project artifacts, ensuring organizational compliance
• Facilitate regular status meetings, coordinating with leadership and experts

Systems Engineer

• Provide an introductory process
• Assign work
• Set the schedule
• Provide high-level oversight
• Provide performance feedback
• Establish a deliverable review process
• Approve deliverables submitted for work performed
• Provide necessary resources
• Resolve issues

IT Systems Developer

Bilingual

• Provide end user support for DMI's managed services operations in Canada
• Answer inbound phone calls, respond to voicemails, and handle inbound chats
• Create tickets for MACD requests (moves, adds, changes, and disconnects)
• Assist with activation of mobile phones and configuring the device for first time use
• Assist users with placing orders in their online portal
• Resolve tickets and orders using ticketing systems
• Maintain satisfactory quality assurance scores
• Cross-train and participate in other Contact Center team responsibilities and assist other teams with overflow work

Tier I Technician, Bilingual

System Administrator

• Administer and maintain development and production servers, ensuring reliability and high availability across multi-redundant infrastructures
• Build, configure, and optimize macOS and Unix systems from initial setup
• Administer Apache web server environments focusing on performance tuning, security hardening, and compliance
• Provide on-site and after-hours server administration support, resolving critical issues and sustaining uninterrupted operations
• Perform system maintenance functions including patch management, log analysis, user access administration, backup oversight, and desktop support per NIH security standards
• Implement, configure, and manage digital certificates and participate in annual SA&A audits
• Collaborate with NIH security teams to document and execute corrective action plans
• Evaluate workflow, security, and infrastructure challenges; recommend and implement corrective actions to improve performance and compliance
• Use shell scripting, version repository management, VM deployment for macOS, OpenSSH, and Homebrew to streamline operations and enhance system functionality

Systems Administrator, Mac

Analyst

• Effectively monitor all devices, platforms and services within a network environment.
• Manage and coordinate NOC team shift coverage to ensure NOC operations are running efficiently and effectively.
• Provide direction, training, and leadership to NOC staff, ensuring tasks are completed and processes and procedures are followed according to documented policies and procedures.
• Assist with managing NOC standard process and procedure documentation.
• Ensure efficient resolution of service requests and incidents ensuring compliance on assigned SLAs.
• Provide timely, accurate, and effective communication on service impacting incidents.
• Assist with any service-related projects as required.
• Analyze client LANs/WANs, isolate the source of problems, and recommend reconfiguration and implementation of new network hardware to increase performance.
• Modify command language programs and network start up files, assign/reassign network device logical, and participate in load balancing efforts throughout the network to achieve optimum device utilization and performance.
• Troubleshoot network/user problems and present resolutions for implementation.
• Prepare a variety of network resource reports.

NOC Analyst

Director

• Define and execute the vision, strategy, and operating model for Managed Mobility and TEM.
• Lead, mentor, and scale a high-performing team of Service Delivery Managers.
• Establish KPIs and metrics that measure adoption, retention, expansion, and customer health.
• Drive proactive engagement across the customer journey through onboarding, adoption, renewal, and growth.
• Develop and maintain executive-level relationships with key enterprise accounts.
• Ensure customer feedback is captured, prioritized, and communicated effectively to influence product roadmap and service delivery.
• Partner with customers to define success criteria and deliver measurable ROI through DMI’s services and TEM platform.
• Act as an escalation point for customer issues, ensuring quick resolution and clear communication.
• Support strategic account planning in collaboration with Sales and Delivery leaders to drive growth opportunities.
• Work closely with Product and Engineering teams to align customer needs with platform enhancements.
• Partner with Service Desk, Depot, and Expense Management teams to ensure seamless end-to-end service delivery.
• Collaborate with Marketing and Sales to develop customer advocacy programs, case studies, and references.
• Implement scalable processes, tools, and operating plan to standardize DMI’s best practices for delivery.
• Utilize analytics and reporting to forecast churn risk, track adoption, and identify upsell/cross-sell opportunities.
• Champion a customer-first culture across the organization.

Director of Service Delivery

• Install, configure and manage Informatica Power Center.
• Assess the impact of upgrading Informatica and all its components (Informatica PowerCenter mappings, workflows, jobs, and other ETL processes).
• Identify and troubleshoot system outages, installation issues, and application code errors running Java applications in AWS.
• Generate and install security certificates and PGP keys.
• Work with the Control-M tool or equivalent to create and schedule batches and to create calendars and daily schedules for critical batches.
• Restore Informatica Power Center services and manage users and governance controls.
• Configure, maintain, and troubleshoot Redhat Jboss, Fuse, Apache, and Tomcat HTTP servers.
• Perform system troubleshooting by reading and deciphering app logs, and system logs from Splunk.
• Configure, deploy, verify, and troubleshoot SSL certificates.
• Read/understand/improve scripts related to the application, batches, and/or web services.
• Provide options, recommendations, and additional actions related to resolving issues, mitigating risks, and resolving escalated items.
• Work with configuration management tool Jenkins to automate tasks such as code check-in software build.
• Manage, monitor, and configure the Splunk application monitoring tool.
• Support releases and adherence to change control standards.
• Perform scheduled maintenance activities such as patching, performance tuning, and backups.
• Execute daily batch scripts, days, evenings, weekends, and holidays as required.
• Perform capacity planning and scalability planning.
• Work with JIRA Service Desk to manage Incidents and Change Processes.
• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

Senior Systems Analyst – Operations

Backend Engineer

• Maintain, enhance, and optimize the Benefits Eligibility & Enrollment Worker Portal Application and its interfaces.
• Application development, system integration, accessibility compliance, user experience enhancements, and regulatory alignment.
• Translate detailed program flowcharts into program-coded instructions; design, develop and implement complex Java and Spring-based solutions.
• Translate application requirements into web-based solutions; design and develop reusable components, accelerators and frameworks.
• Assist in system integration; implement Test Driven Development frameworks (Mockito, MyMock etc.); implement Java Design Patterns and data structures.
• Support activities related to network services and system operations for multiple benefit programs (SNAP, TANF, Medicaid).

Java Full-Stack Developer

Administration

• Oversees the project and all consultants supporting the DHS CSA locations that includes team scheduling, performance reporting, personnel issue management.
• Provided IT support on network and AD infrastructure projects.
• Managed OnPrem ADDS infrastructure DNS, DHCP, DFS, GPO.
• Maintained consistent, quality documentation to meet ongoing operations and business continuity requirements.
• Coordinated pickup and delivery of IT resources for the infrastructure.
• Provided recommendations for IT equipment and software.
• Troubleshoot issues related to servers, printers, & AD.
• Used Windows Update to remediate Windows patches.
• Managed user accounts in AD On-Prem and Azure ADDS.
• Created Azure Users, resource groups, and VM.

Lead LAN Administrator

Customer Support

• Provide an excellent end user experience by resolving technical issues
• Troubleshoot software packages, hardware devices, and peripherals
• Configure computer systems according to company policies
• Handle sensitive data in company drives following privacy regulations
• Diagnose problems and follow up to ensure resolution
• Perform regular maintenance and OS updates while minimizing downtime
• Assist with data back-up duties in case of data corruption
• Work with vendors to troubleshoot and resolve issues
• Deliver support for desktop computers, laptops, peripherals, and mobile devices
• Install and configure hardware, software and peripherals
• Assist individuals with hardware, software, or network problems via phone, chat, and walk-throughs
• Train users on hardware, software, printers, email programs, and applications
• Track pending and completed help-desk requests
• Answer inbound phone calls, voicemails, and chats
• Maintain satisfactory quality assurance scores
• Assist other teams with overflow work

Desktop Support Specialist

Network Engineer

• Responsible for the design and implementation of large data communications or telecommunications networks.
• Plans and monitors the installation of communications circuits.
• Manage and monitor local area networks and associated equipment (e.g., bridges, routers, modem pools, and gateways).
• Conducts short and long-term plan to meet communications requirements.
• Responsible for the design and implementation of LANs/WANs using hub switching and router technology.
• Performs hardware/software analyses to provide comparative data of performance characteristics and suitability within the existing systems environment.
• Prepares tradeoff studies and evaluations for vendor equipment.
• Generates network monitoring/performance reports for LAN/WAN utilization studies.
• Recommends network design changes/enhancements for improved system availability and performance.

People Operations

• Manage the implementation of new vendor integrations and oversee changes to existing integrations (eHR, Personify, new Benefits offerings, etc).
• Manage changes to existing processes due to policy changes, CAP or other (ie new leave policy).
• Troubleshoot and resolve issues related to integrations with external vendors such as Businessolver.
• Participate in data cleanup efforts, including updates to the location table, address records, providers and contractor information.
• Resolve data conversion issues during system migrations or updates.
• Assist with data conversion validation.
• Create and test queries as needed.
• Provide backup support in the manager’s absence, ensuring continuity of operations.
• Provide support with report testing in support of conversion effort.
• Conduct analysis and testing for process improvement initiatives.
• Support management of contractors’ records in the system
• Assist in the documentation of business processes, configurations, and system modifications.
• Support user acceptance testing (UAT) and end-user training sessions.

Peoplesoft HCM Ops Analyst

Support Engineer

• Provide daily functional support to end users in Treasury department for pre-processing of data and preparation for input into Peoplesoft Treasury and Deal modules.
• Lead and support the configuration, testing, and implementation of changes in Peoplesoft Treasury and Deal module and accounting reconciliations.
• Assist in PeopleSoft production close processes, including: Running and excel to CI interfaces and accounting entry generation
• Supporting the generation and distribution of cash and investments performance reports.
• Resolve trade data entry errors.
• Involve in Oracle cloud implementation project.
• Develop and execute complex ad-hoc queries using reporting tool to support transactional and treasury data analysis for business users.
• Collaborate with technical teams to resolve system and interface issues and ensure integration points function as expected.
• Perform root cause analysis on data discrepancies and recommend corrective actions.
• Assist in the documentation of business processes, configurations, and system modifications.
• Support user acceptance testing (UAT) and end-user training sessions.

PeopleSoft Production Support Analyst, Mid-Level

• Provide daily functional support to end users in Treasury department for pre-processing of data and preparation for input into Peoplesoft Treasury and Deal modules
• Lead and support the configuration, testing, and implementation of changes in Peoplesoft Treasury and Deal module and accounting reconciliations
• Assist in PeopleSoft production close processes, including: Running and excel to CI interfaces and accounting entry generation
• Supporting the generation and distribution of cash and investments performance reports
• Resolve trade data entry errors
• Involve in Oracle cloud implementation project
• Develop and execute complex ad-hoc queries using reporting tool to support transactional and treasury data analysis for business users
• Collaborate with technical teams to resolve system and interface issues and ensure integration points function as expected
• Perform root cause analysis on data discrepancies and recommend corrective actions
• Assist in the documentation of business processes, configurations, and system modifications
• Support user acceptance testing (UAT) and end-user training sessions

Peoplesoft Production Support Analyst, Senior

• Conduct analysis and testing for process improvement initiatives, including enhancements such as the Telework Form Enhancement.
• Develop functional specs
• Troubleshoot issues related to candidate profiles, recruiting applications, and other system-related concerns.
• Manage the CA Ticket System, provide timely resolution of submitted tickets.
• Regularly maintain and update the non-person profile table.
• Process updates to employee phones.
• Generate and transmit demographic files to the vendors.
• Provide support for system access requests, including processing and tracking request forms.
• Participate in data cleanup initiatives, including address updates, contractor records, and other data quality efforts.
• Assist in the creating reports as needed.
• Test existing reports that have been developed.
• Support data conversion validation efforts.
• Maintain system roles and ensure appropriate access controls are upheld.
• Support management of contractors’ records in the system
• Assist in the documentation of business processes, configurations, and system modifications.
• Support user acceptance testing and end-user training sessions.