1. 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

2. 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.

3. • 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.

4. • 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