Jeremy Rich

180 Cook Hill Rd Wallingford, CT 06492

(540)845-2948 jeremy@getrichit.com

TS/SCI (inactive)

PROFILE Twenty years of active duty Marine Corps service, with established credentials that speak to innovative leadership abilities, adherence to best practice, and results driven, commonsense management strategies. ITIL Expert with substantial problem solving skills and excellence in achieving alignment through integrating IT operations with business requirements, including the development and deployment of new systems. Knowledgeable and experienced in establishing governance in support of the long-term goals of multimillion dollar enterprises.

SKILLS • Consulted on the integration of IT Governance, IT Service Management, and IT Project

Management to allow the various level of IT leadership to focus on the correct management levels.

• Designed ITIL based ITSM processes and associated policies, standards, and deliverables, enabling the IT department to operate in a consistent manner while increasing responsiveness to business needs.

• Provided input on the proper design and execution of the client’s ITSM program including resource requirements, milestones, and meaningful acceptance criteria.

• Designed and led the implementation of a Change Management process that allowed the client to see immediate gains in control while reducing the frequency of rework. This process introduction also reduced overall deployment time by identifying change authorities for specific categories and types of change at management levels lower than the Change Advisory Board.

• Planned and directed the execution of IT Service Management governance, processes, and procedures for the Marine Corps’ Intelligence Enterprise. Engaged with senior management, Intelligence Community partners, and worldwide customers resulting in successful implementation of a strategic timeline. This timeline ensured early prioritization and solutions for top tier concerns, while allowing for integration of further process improvement in later stages.

• Designed the Incident Management, Problem Management, and Request Fulfillment processes in line with ITIL best practice to increase the Service Desk’s ability to troubleshoot and resolve service issues without escalation. The combination of policies, processes, and procedures resulted in an increase in first call resolution and, by extension, greater service availability and efficiency, as tier two engineers were relied upon less often for tier one troubleshooting and correction.

• Led a mixed workforce of 125 military, civil service, and contractor personnel as IT Operations Manager. Planned and carried out several major initiatives based on customer and business needs. Successful projects include the first baselining of the worldwide enterprise

and the rapid development of a technical solution to allow forward deployed Marines to access the Marine Corps’ Intelligence Enterprise, using a combination of existing military equipment and commercial off-the-shelf devices.

• Coordinated the various technical, financial, security, and administrative teams that comprised the core enterprise, as well as remote technical specialist and content managers assigned at the regional network operations centers.

• Facilitated the rapid diagnosis and restoration of incidents affecting the complex, worldwide intelligence enterprise because of a clear understanding of each technical teams role, as well as the roles and talents of the team’s member. This insight lent itself to efficient identification of the appropriate talent to comprise the ad-hoc incident response team.

• As the IT Operations Manager, served as a liaison to Intelligence Community partners to share lessons learned, coordinate federally mandated IT security reporting, and spearheaded the planning and execution of a community-wide Cyber Security exercise.

• Led implementation project of Microsoft Service Center to support IT Service management process implementation.

• Founded the Office of Information Assurance to oversee the worldwide Cyber Security Program of the Marine Corps’ Intelligence Enterprise. Leadership of this office resulted in the production and dissemination of over 30 policy and procedural documents to align the Marine Corps’ IT security activities with national requirements, significantly enhancing the security of the enterprise and its data. These efforts resulted in a 100% accountability rate for the use of removable media and a reduction in known security violations by 60% in the first year alone.

EXPERIENCE ITSM Consultant, Knights of Columbus — Sep 2015—Dec 2016 • Manage organizational change project for the implementation of ITIL based processes.

• Design ITSM processes including Change, Access, Release and Deployment, Incident, Problem, Validation and Testing, and Business Relationship.

• Authored draft IT Security Policy for Identity and Access Management to assist the client in establishing an Access Management program and identifying the goals and requirements of the corresponding project.

• Provide process structures that best align to the customer environment and allow for future improvement as the ITSM capability matures.

• Draft policies, procedures, and other supporting documentation in support of deployed ITSM processes.

• Develop and deliver training for process owners, manager, participants, and users.

• Configure automated tools to support ITSM processes.

• Consultation on establishment and growth of IT governance.

• Conduct interviews with IT leadership and staff to identify current improvement opportunities.

• Provide training and mentorship to staff and leadership on new processes and supporting activities.

• Deliver consultation regarding various aspects of management and operations of the IT organization.

IT Change Manager, Marine Corps Intelligence Activity — Aug 2014 —July 2015 • Transitioned the enterprise to a services based organization by adopting ITSM best practices.

• Designed and Implemented the an ITSM based IT Change Management Process for the Marine Corps Intelligence Enterprise, including configuration of available tools to support the process. Produced training material and conducted live training for staff.

• Chair of the Change Advisory Board responsible for identifying changes for review, producing and distributing meeting agendas, and facilitating the meeting themselves.

• Communicate with senior leadership regarding major changes and recommended strategic changes in-person and in writing to ensure they had the information they need to make a decision in a clear, concise, and deliberate format.

• Review and accept test and validation criteria for, and review and approve test and validation results from, release management before deployment to the production environment.

IT Operations Manager, Marine Corps Intelligence Activity — Jan 2013—Aug 2014 • Transitioned the enterprise to a services based organization by adopting ITSM best practices.

• Led day-to-day operation of IT staff, ensuring projects, tasks, and activities remained aligned with strategic vision of senior leadership while also supporting requirements of the customer.

• Established Project Management Office and acted as lead for 18 months.

• Led the Major Incident Response process for all major incidents. Compiled the appropriate team based on information at hand and evolved the members as information presented itself to ensure the quickest possible resolution. Communicated status with senior leadership and customer concerning major incidents.

• Following outages, acted as the Problem Manager to lead the effort to identify the root-cause in order to prevent future outages. Established and ensured maintenance of the known error database to increase first call resolution and reduce the impact caused by problems.

• Communicated with senior leadership regularly bi-weekly to keep them informed on the health of the enterprise, financial expenditures and obligations, manpower issues, and emerging issues from the customers.

• During this period, led the coordinated response to a fire, a flood affecting the service room, the aftermath of the Manning and Snowden cases, three earthquakes, and a major typhoon.

Cyber Security Manager, Marine Corps Intelligence Activity — Aug 2010—Jan 2013 • Founded the Office of Information Assurance for the Marine Corps’ Intelligence Enterprise.

• Led development of policy, procedure, and standards for the governance of Marine Corps IT security concerning intelligence systems and networks. Additionally, founded incident response and testing and validation teams.

• Adapted the best practices of ITSM processes to the cyber security environment to create an organization that is responsive to, grounded in sounds strategy, and capable or continual improvement.

• As the Security Incident Handler oversaw the detection, containment, eradication, and recovery issues of all security incident. This roles included choosing the appropriate response team member from not only security, but throughout the enterprise, facilitating action meetings, and communicating with senior member of the Marine Corps, and when required of the Intelligence Community. This role required meticulous record keeping to pass chain-of-custody requirement if legal authority needed to be brought in or charges filed. I was recognized for my abilities by being appointed to the Intelligence Communicate Risk Management Committee, and as a member of the community wide security incident exercise held in 2012.

Special Security Officer/Foreign Disclosure Officer, Second Marine Expeditionary Force, Camp LeJuene, NC — Jul 2007—Aug 2010 • Responsible for the overall sensitive compartmented security program including physical,

personnel, and information for the Second Marine Expeditionary Force and Major Subordinate Units. Directly lead a team of four security personnel and was responsible for the coordination and direction of security personnel of subordinate units.

• With only four weeks notice was assigned as the Multi-National Forces West Foreign Disclosure Officer. In that time, I learned all the applicable laws, regulations, and policy governing U.S. foreign disclosure to become the sole authority for release and disclosure decisions concerning classified military information and controlled unclassified information dissemination to foreign entities.

• During this period, led the coordinated response to a catastrophic fire, two hurricanes. Acted as the security improvements advise to the Inspector General of the Marine Corps.

CERTIFICATIONS

• ITIL Expert • ITIL Managing Across the Lifecycle • ITIL Service Transition • ITIL Service Design • ITIL Planning, Protection, and Optimization • ITIL Release, Control, and Validation • ITIL Operational Support and Analysis • ITIL Service Offerings and Agreements •

• ITIL Practitioner • RESILIA Foundation • Prosci Change Management • CompTIA Security+ • CompTIA CTT+ • CompTIA Healthcare IT Technician