Kevin Roman

Training Developer, Milsup LLC (Dec 2023 – Present) | Augusta, GA

As a Training Specialist at the Cyber Center of Excellence (CCOE), Signal School, I develop and evaluate training materials using the ADDIE model and the Army’s TDC system. I analyze training doctrine to ensure the accuracy of learning products for Tactical and Strategic communications systems. Additionally, I support the 19-Week 25B Training Course, conduct job and task analyses, and contribute to the development of instructional strategies, TRAS products, and training support documents.

• Serves as a Training Specialist at the Cyber Center of Excellence (CCOE), Signal School, focusing on developing and evaluating training materials.
• Utilizes the ADDIE model and the Army’s Training Development Capability (TDC) system to create and refine learning products.
• Analyzes training doctrine to ensure accuracy and relevance for Tactical and Strategic communications systems supporting the U.S. Army and DOD networks.
• Supports the Plus One Concept: 19-Week 25B Training Course, validating and overseeing the 25B training curriculum.
• Conducts job and task analyses for 25B MOS courses at various levels (10, 30, and 40).
• Recommends instructional strategies and develops instructional materials, including distance learning products.
• Contributes to the creation and modification of Training Requirements Analysis System (TRAS) products, such as Individual Training Plans (ITP), Course Administrative Data (CAD), and Program of Instruction (POI).
• Updates and revises Training Support Documents, including Soldier’s Training Publications (STP), Course Management Plans (CMP), Master Training Schedules (MTS), and Individual Student Assessment Plans (ISAP).
• Assisted management in identifying skill gaps, developing targeted training initiatives to address areas of improvement.

At Team Red River, I safeguard critical systems, implement solutions, and contribute to IT strategy. Proficient in server administration, troubleshooting, monitoring data-center health, and maintaining internal infrastructure. Passionate about technology-driven solutions for the global marketplace.

Roles:

• Server administration: User/group management, security permissions, group policies, print services.
• Monitor data-center health, respond to hardware issues, and assist in building and maintaining servers.
• Maintain internal infrastructure: laptops, desktops, servers, routers, switches, firewalls, printers, phones, security updates.
• Assist help desk and teams with troubleshooting and technical support.
• Conduct routine audits of all systems, including backups.

Network Specialist with expertise in maintaining smooth network operations, coordinating hardware and software installations, and providing technical support. Proficient in network elements such as routers, Cisco switches, firewalls, hubs, bridges, and gateways. Coordinates third-party maintenance, conducts complex analysis on field trends, and ensures professional customer relations. Skilled in reading schematics, low voltage hardware, and preparing technical documentation. Works closely with maintainers and operators for timely issue resolution.

Roles:

• Maintain smooth operation of local, worldwide, and VPN networks.
• Plan, evaluate, and design hardware and software elements of data and voice communication networks.
• Coordinate third-party maintenance for network equipment.
• Perform complex analysis and reports on field trends and issues.
• Work closely with maintainers and operators, providing technical support.
• Prepare materials for evaluation and recommend modifications.
• Write or interpret engineering change orders and other documentation.
• Responsible for maintaining and reporting weekly status reports.

Manage independently 1 of 13 application platforms across Progressive areas. Ensuring our technology runs smoothly for the services we provide to employees and customers. Monitoring any possible disruptions in our services, investigating and analyzing the nature and impact of the issue. Working closely with technical experts or our vendors to resolve disruptions. Managing activities and processes involved in restoring IT Services after disruptions in IT services occur. Captures data to document and categorize tasks for next steps and appropriate action. Investigates and analyzes the nature of the outage and the impact of incidents.

Roles:

• Analyzes and reviews incident tickets
• Facilitates incidents to resolution
• Research potential incident causes, change requests, dashboards, and remedy tickets related to the incident
• Engages proper technical resources and support groups
• Documents information and tasks performed in the incident record
• Facilitates incident meetings
• Creates documentation and communications of final resolutions.

In my pivotal role overseeing technical operations for the Air Force network (AFNet) boundary team, I manage comprehensive service and support for 130 bases and geographically separated units. Beyond routine network management, I identify and document potential threats and vulnerabilities to ensure AFNet security.

I collaborate with cross-functional teams to implement corrective technical solutions, utilizing a multifaceted approach for prompt risk mitigation. The complex network infrastructure requires constant vigilance, and I remain dedicated to staying informed about emerging threats and evolving security landscapes.

Essentially, my dynamic role goes beyond traditional oversight, actively contributing to the identification, documentation, and resolution of threats. I play a key role in safeguarding AFNet's operational integrity and securing critical information assets.

Roles:

• Manage comprehensive service and support for 130 bases and GSUs.
• Identify and document potential threats and vulnerabilities.
• Collaborate with cross-functional teams to implement corrective technical solutions.
• Stay informed about emerging threats and evolving security landscapes.
• Actively contribute to the identification, documentation, and resolution of threats and vulnerabilities.

As a seasoned professional overseeing service desk operations, I act as the escalation point for urgent issues, coordinating support efforts with streamlined escalation processes for effective communication. In addition to managerial responsibilities, I play a crucial role in training, coaching, and mentoring Service Desk Specialists, actively engaging with internal and external customers. I contribute to performance improvement strategies, striving to establish the Service Desk as the primary source of truth for IT service delivery. Responsibilities also include managing the solutions repository, developing Service and Business Level Agreements, and providing insights to management on client support situations. I uphold confidentiality, review feedback for continuous improvement, and ensure the integrity of sensitive information.

Roles:

• Supervise and coordinate all requests, incidents, and problems, serving as the escalation point for urgent and complex support issues. Develop streamlined phone and ticket escalation processes to ensure efficient communication within the organization and promptly determine the root cause of issues for both internal and external customers.

• Train, coach, and mentor Service Desk Specialists, overseeing staff activities, scheduling, and providing backup support. Interact with internal and external customers, obtaining and building training material for support staff.

• Provide data and KPI reporting to the IT department, driving strategies for improvement and conducting Ticket Deep Dive sessions. Work towards establishing the Service Desk as the primary service delivery channel for IT, monitor the phone queue, and offer support in escalating calls as needed.

• Oversee the solutions repository, ensuring high-quality solutions, and develop Service and Business Level Agreements for performance measurement. Establish an effective framework for managing and enhancing customer IT support, advising management on situations requiring additional client support or escalation.

• Manage the communication process for outage/emergency activities and vendor relationships for daily operational needs. Review survey feedback for service improvement and maintain confidentiality of applicant, client, verification, and company proprietary information.

Managed and executed comprehensive IT cabling solutions while a part of US Army signal group, ensuring optimal connectivity and communication infrastructure. Contributed to the seamless operation of network systems through expertise in various cabling methodologies.

• Patching:Expertise in patch cable installation, maintenance, and troubleshooting to facilitate efficient data transmission.
  Implemented systematic patching solutions, resulting in a 20% reduction in network downtime.
  
• Structured Cabling:Designed and implemented structured cabling systems in accordance with industry standards and organizational requirements.
  Conducted site assessments, coordinated with stakeholders, and executed structured cabling installations for new office spaces.
  
• Point-to-Point Cabling:Orchestrated point-to-point cabling for specialized connections, meeting specific hardware and equipment requirements.
  Collaborated with cross-functional teams to ensure seamless integration of point-to-point cabling solutions in diverse project environments.
  
• Trunking Cabling:Planned and executed trunking cabling projects, optimizing cable routing for improved organization and ease of maintenance.
  Implemented innovative trunking solutions, reducing cable clutter by 30% and enhancing overall system reliability.
  
• Quality Assurance:Conducted thorough testing and quality assurance procedures for all cabling installations, ensuring compliance with industry standards and minimizing potential issues.
  Implemented rigorous documentation processes for cabling configurations, contributing to a 15% improvement in troubleshooting efficiency.
  
• Collaboration:Collaborated closely with IT teams, project managers, and stakeholders to understand specific project requirements and deliver tailored cabling solutions.
  Participated in cross-functional meetings, providing expertise on cabling best practices and contributing to the successful execution of IT projects.
  

As the INFO TECH TEAM CHIEF for the Network Operations of US Army Communications Information Systems Activity-Pacific in the Republic of Korea, I play a pivotal role in monitoring daily network operations, ensuring the integrity of the Combined Enterprise Regional Information Exchange Systems-Korea (CX-K) and Global Command and Control System-Joint (GCCS-J). My responsibilities include tracking service request resolutions, submitting timely and accurate reports on network outages, and managing Daily Tasking Orders. Additionally, I oversee Remedy, Image Process, and ITSM 8.1 Remedy Requests, process account requests, coordinate Video Teleconferences, and perform Inside/Outside plan work orders.

Roles:

• INFO TECH TEAM CHIEF: Lead and oversee the Network Operations team for US Army Communications Information Systems Activity-Pacific in the Republic of Korea.
• Network Monitoring: Ensure the daily monitoring of Combined Enterprise Regional Information Exchange Systems-Korea (CX-K) and Global Command and Control System-Joint (GCCS-J) for network status.
• Service Request Resolution: Track and oversee the resolution of service requests to maintain optimal network functionality.
• Reporting: Ensure the timely and accurate submission, distribution, and status reporting of network outages and Daily Tasking Orders.
• System Management: Manage Remedy, Image Process, and ITSM 8.1 Remedy Requests to support overall system efficiency.
• Account Management: Process account requests to facilitate user access and permissions.
• Video Teleconference Coordination: Coordinate Video Teleconferences to facilitate communication and collaboration.
• Work Order Execution: Perform Inside/Outside plan work orders to address network infrastructure requirements effectively