Summary

Overview

Work History

Education

Skills

Certifications Skills Technologies Interests

Work Preference

Timeline

Open To Work

Joseph M. Fenwick, Jr.

Baltimore

Summary

Project Operations Lead with expertise in ServiceNow ITSM and ITIL incident management. Streamlined federal IT project implementations and enhanced user support through effective training and cross-functional collaboration. Focused on compliance and process improvement to ensure operational readiness and security.

Overview

years of professional experience

Work History

Project Operations Lead / Sr. Help Desk Specialist

Koniag Government Services

Baltimore

02.2012 - Current

Spearhead end-to-end onboarding and implementation for federal IT projects, coordinating cross-functional teams to ensure seamless system deployment and operational readiness.
Develop and manage implementation plans while ensuring adherence to federal compliance, cybersecurity, and privacy standards.
Collaborate with engineering and cybersecurity teams to troubleshoot complex technical issues and improve enterprise systems operations.
Deliver advanced technical training and operational support to federal stakeholders, improving system adoption and reducing service disruptions.
Create and maintain technical documentation, SOPs, and compliance reports supporting federal contractor security audits.
Facilitate tier II and tier III help desk support for enterprise federal systems through ServiceNow ITSM and adherence to ITIL incident management workflows.
Led daily operations, ensuring workflow efficiency and timely task completion.

Sr. Computer Operator

Reema Consulting Services, Inc / Social Security Administration

01.2011 - 02.2012

Supported 24/7 systems operations during critical federal service transitions.
Trained internal and external users on system use and federal policies to enhance user understanding.
Created compliance documentation for technical audits to ensure regulatory adherence.
Provided user support and operational guidance during system transitions to streamline processes.

Senior Systems Operator

Actionet, Inc. / Social Security Administration

03.2010 - 01.2011

Managed workload using IBM TSO and Control-M tools, reducing downtime.
Conducted systems training for federal stakeholders, enhancing technology utilization.
Analyzed data to guide future infrastructure planning.

Grant Specialist

Dixon Group, Inc

08.2007 - 03.2009

Reviewed and processed federal grant applications to ensure compliance with regulations, supporting funding approvals.
Led classification and tracking of grant review panels to streamline evaluation processes.
Maintained accurate records in GATES to ensure audit readiness and facilitate oversight.

Education

Bachelor of Science - Business Administration, Minor in Finance

University of Maryland Eastern Shore

Princess Anne, MD

05-2002

Skills

Project management
ServiceNow ITSM
Help desk support
ITIL incident management
User support
Cybersecurity compliance
Enterprise Systems Operations
Procedure implementation

Workflow optimization
Process Improvement
Project coordination
Cross-functional collaboration
Federal implementation
Technical training
Public Trust Clearance

Certifications Skills Technologies Interests

Project Management Certification (In Progress), ServiceNow ITSM, ITIL Incident & Change Management, Tier II / Tier III Help Desk Support, Enterprise Systems Operations, Federal Contractor Support, Federal Systems Implementation, Technical Training & Documentation, Cybersecurity & Compliance (NIST / FedRAMP), Process Improvement, Cross-Functional Collaboration, Project Coordination, Public Trust Clearance, Microsoft Office Suite, Visio, GATES, Job Entry System 3 (JES3), IBM mainframe (TSO), Control-M Automation

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Location Preference

RemoteHybrid

Salary Range

$105000/yr - $200000/yr