James Craft is an experienced Information Assurance and Quality Control professional with over 20 years of experience working on DOD contracts. He has expertise in quality assurance, metric analysis, technical editing and ITIL concepts. Currently he works as a Quality Assurance Manager for a contract supporting DISA, where he established reporting processes and monitors SLAs. Previously he held roles as a senior analyst, information specialist and test engineer supporting various DOD programs and analyzing network infrastructure. He has a B.S. in Electrical Engineering Technology and numerous technical certifications.

1. James A Craft
8933 Benchmark LN Bristow VA 20136
Home Phone: 703-754-4821 Cell Phone: 703-868-3484 Home Email: falconjc@comcast.net
DOD Top Secret Clearance (Updated June 30 2011)
Professional Profile:
Insightful, results driven Information Assurance and Quality control professional with twenty years of
experience serving on multiple contracts with a recent two year promotion to management. Proactive and
integrity driven metrics and trending analysis Subject Matter Expert with a notable contractual success in
developing and streamlining Defense Information System Agency (DISA)’s trend analysis review and
reporting process and monitoring of the Service Level Agreements (SLA) for DISA’s Service Desk and its
IT Enterprise system. Hands-on experience with the planning, analysis and implementation of ITIL V3
based concepts for DISA Enterprise Information Services (EIS). Highly qualified in developing and editing
technical documents, instructions and standard operating procedures. Familiarity with Information
Technology Service Management and DOD documentation requirements to include; ISO 20000, ISO
27001, ISO 9001, CMMI.
Areas of Expertise/Strengths:
 Quality Assurance  Quality Control
 Senior Analysts  Information Specialist
 Metric Analysis SME  Trend Analysis SME
 Technical Editor
 ITIL v3 concepts
 Process Engineer
 Configuration Management
Technical Proficiencies:
 Hardware: Cisco to include MSSP & M13s, ATM, Ciena, Promina, Sycamore, Juniper,
Encryption Devices & ADTECH AX/4000s
 Systems: NCCM, WWOLS, TCOSS, ICATS, OSS Document Management, ACE-IT, SLAM, BMC
Remedy (ITSM)
 Software: MS Office Suite (Project, Excel, PowerPoint, Access, Visio, Word), REMEDY ITSM
7.6/8.0, Solarwinds, Microsoft Active Directory, BitLocker, SCCM, Dameware, ACAS, HBSS, HP
Sitescope, Share Point
 Line Types & Protocol: TCP/IP, Ethernet, ATM, Optical, OC48, OC12, OC3, DS3, T1
Work History/Professional Experience:
ITility, LCC – Herndon VA/Ft. Meade October 2013– October 2015
Quality Assurance Manager/SME metrics/Technical Editor/Onsite Contractual Manager:
Promoted to onsite contractual manager supervising up to ten employees which included the interviewing
and hiring of personnel for the Desktop, Server and Monitoring Teams. Integral part of the troubleshooting
and monitoring teams for DISA’s EIS division that, supported 50 plus global DOD sites, Operations and
Maintenance of 500 plus servers and 15,000 users, using ITIL concepts including Incident, Network,
Release and Control, Change and Problem management methods. Established and managed the daily,
weekly and monthly hard metrics and SLA reporting process for entire DISA EIS Information Technology
Operations Center (ITOC) Service Desk network monitoring functions.
Key Achievements:
 Developed and streamlined DISA’s trend analysis review and reporting process and monitoring
for the Service Desk and its IT Enterprise system.
 Had the primary role of ensuring that all deliverables were reviewed, technically edited and met
the Quality Assurance requirements of the contract before any deliverables were provided to the
government.
 Integral part of a team that spearheaded of re-writing the contacts Task Order to ensure the
contract was meeting the government’s expectations.

2. Engility/L3 Communications - Alexandria, VA December 2000 – April 2013
Information Specialist/Senior Analyst: Fall of 2008 – April 2013:
SME Metric Analysis/Quality Assurance Specialist: 2000 – April 2013:
Test Engineer: 2000 – 2008:
Served as one of the team leads for DOD as a Quality Assurance Specialist responsible for
troubleshooting the Defense Information System Network (DISN) supporting the Network Service (NS)
division. Used the Best Case Analysis methods to evaluate DOD customer communication equipment at
various locations on the DISN to determine the best engineering solution to phase out the ATM
infrastructure and consolidate customer’s commercial traffic on the DISN in favor of a more IP
sophisticated system. Served as part of a Configuration Management team that help track the status of
the DISA customer circuits as they changed from their current configuration to the new and projected
form.
Was the lead DISA tester supporting The Air Force Satellite Control Network (AFSCN) in their QoS and
testing requirements. Solely responsible with the testing and QoS verification of all ASFCN 40 plus
circuits on a continues quarterly and sometimes monthly bases, also performed multiple burn-in tests
each time the circuit path required re-routing within the DISN.
As a team helped support the Navy Research Lab (NRL) by using diagnostic and troubleshooting
procedures with the testing of the Navy’s “PUMP” systems, evaluated and tested over 200 of the Navy’s
“PUMP” systems.
Key Achievements:
 Authored over a dozen Engineer Assessments and over fifty Critical Design reviews aimed at
phasing out the ATM infrastructure in favor of a more IP based network.
 As the Implementation Requests (IRs) manager, processed an average of 50 IRs per week for
over five years from all major DISN theaters.
 Tracked, monitored and reported the DISA NS division quarterly hardware ordering requirements
that were funneled from all DISN theaters and customer to gauge the finical needs and
scheduling for the new IP based network.
 As the lead SME of the Metrics, QoS and Quality Assurance tasks, created, tracked and analyzed
bi-weekly and monthly Metrics reports and provided them to DISA, allowing DISA to gauge the
health of the network and ensuring that they were meeting their Quality Assurance goals while
the network was transitioning to IP.
 Was the lead contractor responsible for incorporating the use of the Spirent Layer 2 ATM testing
system (SLAM) into the DISN QoS testing process. The SLAM system automated the manual
QoS process using the Spirent ADTECHs devices.
Titan Corporation/System Resource Corporation (SRC) February 1995 - December 2000
Systems Engineer:
Served as a part of several teams that provided support to the Transportation Coordinator's Automated
Information for Movements System II, Joint Recruiting Information Support System and Combat
Automated Information System Interface programs in writing DOD program regulated MAISRC
documentation requirements; to include the Operation Requirements Document, Acquisition Strategy
Plan, Test and Evaluation Master Plan, Mission Needs Statement, Configuration Management Plan,
Project Manager charter. Directly responsible for the Cost Analysis Requirements Description and all
other cost based MAISRC requirement to include Bi-Weekly and Monthly PM metrics.
Key Achievements:
 Authored multiple DOD program regulated MAISRC documentations

3. Education:
 B.S. Electrical Engineering Technology (EET), Old Dominion University
Certificates & Training:
 CompTIA Security + Certificate Exam (SY0-301) (9/11/2013)
 ITIL V3 Foundation (10/17/2014)
 ITIL Intermediated RCV: (Release Control & Validation, 2/27/15)
 General Training in Cisco Network Devices since 2009
 SN16000/SN9000 Specialist Training Certificate 2009
 DATMS I3Tell database training, 2008
 IBM Basic AIX training, 2006
 SLAM/Perform ATM QoS Monitoring System training, 2004
 AX/4000 (ADTECH) Broadband ATM training, 2002
 CX-1500 ATM-Serial Cell Translator training, 2001
 Asynchronous Transfer Mode (ATM) Marconi Switch training, 2001
 Automated Cost Estimating Integrated Tools (ACE-IT) Certificate in 1999