PATRICK J. COOK

2034 Rainbow Farms Dr., Safety Harbor, FL  34695  Home (727) 712-9493 Cell (727) 744-2945  pj@pjcook.com
Active Security Clearance:  FINAL TOP SECRET (10/6/2010)

Professional Summary

Over 25 years managing, mentoring teams and achieving the maximum performance and productivity

Excellence in pre-sales engineering, meeting sales goals and closing deals

Authored winning proposals to include statement of work and answering RFIs/RFPs.  Created clear and incisive presentations, product demos which led to numerous sales closings

Over 11 Years in a Support Services Manager/Director role,  extensive ITIL Experience,  Six Sigma Green Belt

Expert in development of web-based training courseware and computer-based courseware

BMC Certified Consultant,  Remedy ITSM 7.6.04 Suite, Service Desk Express

Over 15 years Courseware Developer/Platform Instructor; all aspects of Instructional Systems Development (ISD).  Expert in Front End Analysis determining who must be trained, what must be trained, when training will occur, and where the training will take place

Former USAF Senior Master Sergeant (E-8).  Special Operations Aviator with over 4000 hrs flight time as a crew member.  AC-130H Lead Gunner, MH-53J Helicopter Flight Examiner Gunner and MH-60G Helicopter Flight Examiner Gunner specializing in training aircrews and quality assurance flight examinations

Program Manager and Flight Examiner (3 years) as the Chief of the USAF Aerial Gunner School for the MH-53J and MH-60G Helicopters at Kirtland AFB, NM

Skill Sets

Remedy ITSM Architect and Design Specialist, Business Continuity , BMC Remedy ITSM 7.6.04 Suite, STI Certified Help Desk Director & Manager, BMC Certified Consultant, Incident Management, Change Management, Service Request Management, Asset Management, Service Delivery Management, Service Level Management (SLAs), Release Management, Business Rule Development, Team Lead, ITIL Processes, Instructional System Designer, Pre-Sales Engineer, Solutions Architect, Management, Human Resources, Budgeting, Client Server Platforms, Help Desk Management, Program Manager, Crisis Management, Trainer, Search Engine Optimization (SEO), Web Site Development, Custom GUI Creation , Computer Based Training Developer , Web Based Training Developer,  Courseware Developer, Master Platform Instructor , HTML , Flash , DHTML, Microsoft Office Suite, Microsoft Project, Abobe Creative Suite CS5, Photoshop, Adobe Captivate

Professional Experience

USCENTCOM Remedy ITSM Architecture and Design Specialist Cambridge International Systems 2011-Pres MacDill AFB, FL

Create customizations, develop innovative workflow and perform administration duties on the BMC Remedy ITSM system.  Expert in Foundation Data, Knowledge Management, SRM and overall v7.6.04 work

Create customizations, develop innovative workflow and perform administration duties on the BMC Remedy ITSM system.  Expert in Foundation Data, Knowledge Management, SRM and overall v7.6.04 work

Conducts workshops with customers to focus on work flow, pain points, and solving corporate needs.  Performs product demonstrations via live seminar, class/meeting rooms, and via video conferencing to remote locations to develop system understanding and to instruct on how to most efficiently utilize the Remedy ITSM system.

Create detailed custom reporting, ad-hoc reports and saved searches for customers to significantly reduce time to produce meaningful, accurate metrics for senior management.

IT and Security Specialist AirScan, Inc., Titusville, FL
2010-2011

Iraq Theater (6 week rotational basis from home) single point of contact to perform information technology day to day tasks, Satellite Installations and setup to supply communications to various sites across the region. 

Responsible for monitoring bandwidth usage, performing maintenance and installation on all deployed corporate IT equipment.  Ensures best possible uptime and quick response by traveling across theater on moment’s notice

Produced detailed reports highlighting weekly accomplishments, system status and plans for future upgrades and installations.

Instructional System Designer  Contractor CAE, Orlando, FL
2009-2010                                                                                        

Conducted several site visits to Camp Pendleton, CA to conduct Front End Analysis, Training Situation Analysis, Task Analysis, Learning Objectives Analysis and Media Analysis for the USMC Aviators (Pilots and Crew Chiefs) and Maintenance personnel of these newest models of helicopters (AH-1Z and UH-1Y)

Determined and validated the current training situation, including who must be trained, what tasks
warrant training, when and where training will occur, and how the training may be most effectively delivered to accommodate the variable learning outcomes to be identified and/or validated for the H-1 upgrades program

Produced accurate reports highlighting recommendations to ensure adequate fleet-wide training for these newest helicopters

Director, Support & Customer Education SnapDragon Medical, Inc.,   Clearwater, FL
2007-2009

Directed service innovation efforts in the development of all remote and on-site installation, product road map planning and service training content, serving as the highest level of customer service support  for issues escalated to leadership

Provided professionally organized feedback of customer experience input regarding product service effectiveness to align functional area activities with customers' needs.  Developed numerous web-based training guides on product usage and general instruction using ISD skills for this innovative startup company

Solutions Architect Enterprise Management Solutions, Inc., Clearwater, FL
2006-2007

Expert in the development of business requirements for the development of the solution blueprint for business IT architecture and software/system design

Pre-Sales Engineer responsible for live demonstrations of products to C-level executives.  Managed booths at major trade shows demonstrating products to prospective clients.  Leveraged previous experience and real-world knowledge gained as Director/Manager to assist clients and connect with them on a personal level rather than as a technical theorist

Identified customer needs through onsite surveys, created clear and incisive presentations, product demos and winning proposals to include statement of work and answering RFIs.  Exceeded all quarterly sales goals and was awarded bonuses every period for outstanding closing rates.

Manager, IS Service Center and Training/System Administrator BayCare Health System, Tampa, FL
2002-2006 

Directed a 15-member staff of the Information Services (IS) professional Service Center and four-member IS & Clinical Systems Training team, supporting nine major Tampa Bay area hospitals with a workforce of 16,000 employees

Responsible for systems administration of Remedy/BMC Magic Total Service Desk 7.53 Enterprise, budget management, corporate internal IT support, telecommunications services, and help desk for the four-county large-scale organization

Manager/System Administrator, MIS Service Desk City of Tampa, Tampa, FL
2000-2002

Directed a five-member IT professional team. Successfully implemented a large-scale enterprise helpdesk system

Responsible for systems administration of Network Associates Support Magic Total Service Desk 7, budget management, corporate internal IT support, telecommunications services, and help desk for a 4000-employee organization

Director, Information Technology City of Clearwater, Clearwater, FL
1999-2000

Director for municipal government entity, managing a 35-person staff and a $6M budget

Flawlessly led the migration to Y2K with expert planning and guidance to team members

Responsible for $2M budget, corporate internal IT support, 30-city nationwide sales office systems support, telecommunications services, purchasing services, and help desk to a 500-employee organization

Operations Superintendent/ AC-130H Lead Aerial Gunner, United States Air Force, Hurlburt Field FL
1976 -1999

Top Senior Noncommissioned Officer (Senior Master Sergeant, E-8) for 375-person unit.  Ensured combat readiness of this Air Force elite Special Operations unit.  Quality Assurance inspector during ground and in-flight operations for $120M fixed-wing aircraft and $55M rotary-wing aircraft.  Directed recruiting activities, human relations/resource functions, health, morale and welfare functions.  Senior enlisted crewmember on $120M fixed wing and $55M rotary wing aircraft (4000+ hrs flight time).  IT-related tasks:  Responsible for hardware/software selection, systems integration, and training.  22 concurrent years military service.

Technical Writer/Course Developer
- Program Manager and Course Developer for USAF Special Operations helicopter training center
- Wrote technical manuals, student and instructor guides.  Researched, authored, edited and published several Task Objective Documents (TOD) and Master Task Listings (MTL) utilizing the Instructional Systems Design (ISD) process  

Human Resource Management
- Delivered excellence in human relations functions, recruiting efforts and personal counseling
- Proven public speaking ability!  Selected to give briefings to high-level diplomats (three U.S. Secretaries of Defense, two U.S. Secretaries of State)  

Bachelor of Applied Science in Human Resource Management

Troy State University Magna cum Laude, 3.71 GPA

Associates of Applied Science, Instructor of Technology and Military Science

Community College of the AF 3.8 GPA

Associates of Applied Science, Armament Systems Technology

Community College of the AF 3.8 GPA

Certified STI Help Desk Director (industry highest certification)
STI Certified Help Desk Manager
Certified Course Developer
Certified BMC Software Consultant
 

SCUBA
DSAT Mixed Gas Blender
SSI Dive Control Specialist
PADI DiveMaster
PADI Rescue Diver
PADI Advanced Diver
NAUI NITROX Diver
SSI Open Water Diver

Military Related Training

SNCO Academy (residence and correspondence) , NCO Academy NCO Leadership School, First Sergeant Course

Total Quality Management (TQM) Team Leader, Instructional Systems Development Course (ISD)

Platform Aviation Instructor Course (Mather AFB, CA)

Basic Survival Training with Resistance Training (SV80), Advanced High Risk Survival Training (SV83)

Water Survival Training (SV81), USN 9D5 Helicopter Dunker Training

Psychological Operations School (Special Operation School, SOS), Dynamics of International Terrorism (SOS)

Latin America Orientation Course (SOS), Middle East Orientation Course (SOS) , Foreign Internal Defense (SOS)

Additional Information:

FLIGHT CREW EXPERIENCE (flight records aircraft time as crewmember)

TYPE AIRCRAFT:

AC-130H, AC-130A, NCH-53A, CH-53A, CH-53C, HH-53B, HH-53C, HH-53H, MH-53H, MH-53J, CH-47D, MH-47D, TDH-47D, UH-1N, MH-60G, UH-60L. 

HOURS:
TOTAL:  4006.5,  INSTRUCTOR: 423.4,  FLIGHT EXAMINER: 130.8