Ian Daley
Sigonella
Summary
Bilingual (English/Italian) Certified IT Specialist with a strong background as a System Administrator, Training Roles Manager (TRM), and Account Coordinator/Issue Resolution Specialist. Currently holding an Active Secret Security Clearance (valid until 2029), I am a seasoned military veteran with over 20 years of technical expertise and leadership experience. I excel in crafting innovative solutions to complex challenges, demonstrating proven success in IT, Systems Administration, and Training Management. My technical credentials include GIAC Certification in Information Security Fundamentals (GISF) and multiple CompTIA certifications: CASP, Security+, Network+, and A+. As a proficient Systems Administrator with a focus on Cybersecurity and TRM, I am well-prepared to act as a subject matter expert (SME). I possess robust skills in Asset Management, Computer Installations, Hardware Configuration, Software Updates, and both Wired and Wireless Networking. My strong interpersonal communication abilities enable me to effectively multitask in high-pressure environments to meet tight deadlines. Committed to continuous professional development, I am currently pursuing a Graduate Certificate in Cybersecurity and Technology and am eager to advance within any industry.
Overview
16
16
years of professional experience
Work History
Account Coordinator and Issue Resolution Specialist / Account Coordinator Hybrid
Deep Mile Networks, LLC
12.2023 - Current
- Assist the Regional Project Manager (RPM) in preparing acquisition support documents, reports, and contract requirements to justify funding.
- Conduct preliminary research to recommend acquisition strategies and justifications for the Informatics Steering Committee (ISC).
- Ensure contract compliance and provide insights on severability, non-personal services, and patient safety considerations.
- Support post-award administration by reviewing preliminary invoices and organizing documentation.
- Track records, prepare monthly reports, and facilitate Performance Assessment Reports during weekly meetings.
- Coordinate modification requests with the contracting agency and assist in developing support agreement procedures.
- Create a user-friendly tracker for support agreements and recommend tailored agreements for specific missions.
- Manage the issue resolution process, ensuring effective tracking and resolution as an Issue Resolution Specialist.
- Assist in setting up the ISC, conducting workflow reviews, and managing deployments to minimize issue resolution tickets.
- Act as a liaison between the MTF and various stakeholders, including DHA Health Informatics (HI), the Implementation team, and the Program Management Office (PMO).
- Support deployment activities, business process adoption, and report/metrics initiatives.
- Participate in site ISC activities and facilitate discussions.
- Manage local Global Service Center (GSC) tickets related to MHS GENESIS applications and medical device connections.
- Collaborate with local MTF personnel, Solution Owners, Super Users, and Functional Champions to troubleshoot technical issues with MHS GENESIS.
- Communicate downtimes to the local MTF and triage ticket issues arising from go-lives, system upgrades, and connectivity challenges.
- Develop solutions for complex problems requiring a deep understanding of project functionality and lifecycle.
- Support MHS GENESIS deployment and sustainment activities.
- Design, develop, and maintain reports and analytical tools to meet operational needs.
- Recommend systems and process improvements based on current business and technology trends.
- Assign classrooms and computer rooms for training sessions and send calendar invites to participants.
- Manage training rosters, user role assignments, and load provider credentials efficiently.
- Forecast manpower requirements for onsite trainers, tracking action items related to implementation and sustainment.
- Support site events, deployment activities, and sustainment planning initiatives.
- Conduct gap analysis on event data to identify areas for improvement.
- Submit tickets for MHS GENESIS account creation and provisioning for end users, assisting in preparing instructional aids and training materials.
- Manage domain access and privileges, verifying user roles and clinic responsibilities for accurate role assignments within MHS GENESIS.
- Troubleshoot end user role issues and recommend necessary adjustments.
- Submit GSC tickets to initiate, modify, suspend, or reactivate end user accounts.
- Present updates and changes to MHS GENESIS during meetings to keep stakeholders informed.
- Collaborate with the Training Site Lead and Issue Resolution Specialists to ensure proper functionality of end user roles and accounts.
- Maintain a conducive learning environment for trainers and end users by ensuring training areas are well-equipped.
- Work with other Account Coordinators and personnel to address MHS GENESIS-related issues across different MTFs.
- Provide support to Military Treatment Facilities (MTFs) outside the primary region as directed by the RPM.
Account Coordinator
Deep Mile Networks, LLC
12.2023 - 08.2024
- Oversee daily management of account provisioning, modifications, and maintenance processes for MHS GENESIS.
- Coordinate the scheduling of instructor-led training (ILT), assign necessary Computer-Based Training (CBT), and manage local MTF Health Informatics (HI) training staff in collaboration with the local government point of contact.
- Assist in organizing, planning, and executing training events aimed at enhancing end user understanding and functionality of MHS GENESIS.
- Allocate classrooms and computer rooms for training sessions and send out calendar invites.
- Manage training rosters, assign user roles, and load provider credentials.
- Forecast manpower needs for onsite trainers.
- Track and facilitate action items related to implementation and ongoing support.
- Support and participate in scheduled site events, deployment activities, and sustainment planning.
- Conduct gap analysis on output data from events to identify areas for improvement.
- Submit tickets for MHS GENESIS account creation and provisioning for end users.
- Assist in the development of instructional aids and training materials.
- Manage domain access and privileges, verifying end user roles and clinic responsibilities to ensure accurate role assignments within MHS GENESIS.
- Troubleshoot issues related to end user roles and identify necessary adjustments.
- Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts.
- Present updates and changes regarding MHS GENESIS during meetings.
- Collaborate with the Training Site Lead and Issue Resolution Specialists to ensure proper functioning of end user roles and accounts.
- Create a conducive learning environment for trainers and end users by ensuring training areas are adequately equipped with necessary hardware.
- Work with other Account Coordinators and personnel addressing MHS GENESIS-related issues across various MTFs within the DHA enterprise.
- Provide support to Military Treatment Facilities (MTFs) outside the primary region as directed by the Regional Project Manager.
Training Roles Manager (TRM)
Deep Mile Networks, LLC
10.2022 - 12.2023
- Manage training rosters, user role assignments, and provider credential loading while ensuring accurate domain access and privileges for MHS GENESIS end users.
- Assign classrooms and computer rooms for training sessions, sending calendar invites to participants and forecasting manpower needs for trainers and onsite staff.
- Track and facilitate action items related to implementation and sustainment, supporting scheduled events, deployment activities, and sustainment planning.
- Conduct gap analysis on event output data and prepare instructional aids and materials for training.
- Submit and track tickets for MHS GENESIS account creation and modifications, including Global Service Center (GSC) requests to initiate, modify, suspend, reactivate, and enable user accounts.
- Troubleshoot end user role issues, identify necessary adjustments, and present updates and concerns regarding MHS GENESIS at meetings.
- Collaborate extensively with the Training Site Lead, Site Integrators, Training Roles Managers, and other personnel across MTFs within the DHA enterprise to ensure effective operation of end user roles and accounts.
- Ensure a conducive learning environment for trainers and end users by equipping training areas with the necessary functional hardware devices.
- Provide support to Military Treatment Facilities (MTFs) outside the primary region as directed by the Regional Project Manager.
Systems Administrator
LOUi Consulting Group, Inc.
08.2018 - 10.2022
- Systems Administrator and Cybersecurity SME responsible for managing 500+ user accounts, 300+ CPUs, 66 medical network devices, three network servers, and two switches, while maintaining a SharePoint site for local and remote users.
- Oversee the installation, configuration, administration, and maintenance of Armed Forces Electronic Health Record/Essentris systems, hardware, and devices.
- Conduct daily site startup checks, including server functionality, inventory, system backups, and overall system performance.
- Manage organizational network applications and infrastructure, including the implementation and configuration of physical and virtual machines.
- Develop and enforce operational security policies to streamline information system security practices.
- Facilitate the configuration of Local Area Network (LAN) and Wide Area Network (WAN) connectivity to resolve network issues while ensuring high availability and security integrity in a fast-paced environment.
- Coordinate IT workforce planning, including recruitment, retention, and training to align with business objectives.
- Create and manage administrative processes for user accounts for Active-Duty Medical Providers, Nurses, Department of Defense Civilians, and Civilian Contractors.
- Ensure maintenance support through a helpdesk ticketing system, tracking incident resolutions in an organizational database.
- Produce long-range program plans for the acquisition and management of IT services and organize network security inspections, tests, patches, and upgrades.
- Coordinate the installation of new application software to meet customer IT needs and conduct preventive maintenance, troubleshooting, and training.
- Provide remote desktop help desk support to resolve local and remote issues, including hardware and software installation and testing.
- Draft network infrastructure diagrams to support network accreditation and perform needs analysis for IT requirements, including third-party vendor support.
- Implement remote management tools for troubleshooting and ensure scheduled system and network updates align with organizational timelines.
- Keep senior leadership informed of current IT security threats, vulnerabilities, and recommend changes to network and system policies.
- Generate weekly and monthly reports using organizational web links and databases to recommend resolutions and track performance.
Fire & Emergency Services Leading Supervisor
United States Navy
10.2015 - 08.2018
- Managed 106 active duty, reservist, and Local National Italian firefighters to effectively tackle critical and non-critical fire emergencies across three military installations, ensuring the safety of over 5,000 residents.
- Coordinated fire safety and security measures for 720 facilities valued at over $1.2 billion, achieving zero loss of life over a 24-month period.
- Facilitated basic and advanced fire safety training for military and civilian firefighters, enhancing readiness and operational effectiveness.
- Supervised and trained a four-man engine crew at two fire stations in residential and airport fire suppression tactics and basic lifesaving techniques.
- Spearheaded the career development of 17 active-duty personnel, resulting in five pay increases and the awarding of three Accommodation Medals, 14 Achievement Medals, and three Lifesaving Awards.
Program Manager and Aviation Logistics Liaison
United States Navy
02.2013 - 10.2015
- Managed personnel and government assets supporting daily airfield flight operations and maintained 12 emergency aircraft arresting gear.
- Led logistics customer support for over 200 embarked aircraft and 1,000 transient personnel during strategic military training operations.
- Spearheaded the Defense Activity for Non-Traditional Education Support (DANTES), coordinating test candidates at the command-designated National Test Center.
- Established and maintained the Testing Control Officer (TCO) program at Key West Naval Air Station and surrounding tenant commands.
- Managed the Volunteer Income Tax Assistance (VITA) program for over 3,400 residents, training and certifying 22 volunteers, and conducting 3,520 hours of service, resulting in the processing of 938 tax returns and $133K in refunds, saving over $150K in filing fees.
- Administered and proctored 50+ college entry exams, SARP Certifications, and local Department of Defense Firefighter Career Development Course exams.
- Coordinated the military Honor Guard program with 30+ volunteers, executing over 20 funeral services and qualifying 15+ honor guard members, providing quality support and honors to fallen military veterans’ families in the Florida Keys community.
Budget Analyst & Training Supervisor
United States Navy
12.2009 - 02.2013
- Served as Budget Analyst, Command Comptroller, and Audit Supervisor, managing financial resources for training and certifications of over 1,200 military personnel.
- Supervised a team of 12 responsible for the training and certification of 12,000 active and reservist military staff.
- Managed a $570,000 budget over 24 months, allocating $530,000 for training and travel expenses.
- Oversaw daily budget execution, financial operations, and training requirements, including Operational Target (OPTAR) and Temporary Additional Duty Travel Target (TADTAR) funding of over $380,000 annually.
- Tracked documentation and generated weekly and monthly reports for top management and higher echelons.
- Trained 12 staff members in government credit card use and travel expenses.
- Managed a training qualifications and certifications database for 12,000 active-duty personnel, updating over 500 critical certifications for operational readiness.
- Processed 900+ travel claims and generated 1,500+ cost and no-cost travel order reports.
- Updated and monitored monthly and quarterly financial training reports and issued Letters of Indebtedness as necessary.
- Revised Standard Operating Procedures, enforced customer service policies, and facilitated military training exercises for over 1,300 personnel.
Education
Information Technology (Network/Cybersecurity) Professional - IT/CompTIA Certifications
New Horizons Computer Learning Center
Plantation, Florida08.2018
Human Resource Management, HRM - Post-Graduate Degree
Walden University
Baltimore, Maryland03.2015
Management Business Administration, MBA - Master’s Degree
American Intercontinental University
Schaumburg, Illinois05.2012
Aeronautics Science & Aviation Safety, BS - Professional Aeronautics Degree
Embry-Riddle University
Daytona Beach, Florida06.2006
Skills
- Customer service
- Account management
- Order management
- Troubleshooting and problem resolution
Accomplishments
- Collaborated with team of 8 personnel in the development of military medical program" Genesis'.
- Achieved 500+accounts by completing account coordinating and Issue Resolution Specialist with accuracy and efficiency.
Core Competencies
Provides direct support at Military Treatment Facilities (MTF) to ensure end users can deliver quality patient care and business support., Manages, tracks, and drives the issue resolution process effectively., Oversee daily management of account provisioning, modifications, and maintenance processes for MHS GENESIS., Coordinates and schedules instructor-led training (ILT) and Computer-Based Training (CBT).
Languages
Italian
Intermediate (B1)
Timeline
Account Coordinator and Issue Resolution Specialist / Account Coordinator Hybrid
Deep Mile Networks, LLC
12.2023 - Current
Account Coordinator
Deep Mile Networks, LLC
12.2023 - 08.2024
Training Roles Manager (TRM)
Deep Mile Networks, LLC
10.2022 - 12.2023
Systems Administrator
LOUi Consulting Group, Inc.
08.2018 - 10.2022
Fire & Emergency Services Leading Supervisor
United States Navy
10.2015 - 08.2018
Program Manager and Aviation Logistics Liaison
United States Navy
02.2013 - 10.2015
Budget Analyst & Training Supervisor
United States Navy
12.2009 - 02.2013
Human Resource Management, HRM - Post-Graduate Degree
Walden University
Management Business Administration, MBA - Master’s Degree
American Intercontinental University
Aeronautics Science & Aviation Safety, BS - Professional Aeronautics Degree
Embry-Riddle University
Information Technology (Network/Cybersecurity) Professional - IT/CompTIA Certifications
New Horizons Computer Learning Center