PROFILE:

ITIL certified professional with 10+ years of experience in IT Service Management (ITSM), Incident, Service Request, Problem, Knowledge, Change Management, and Service Delivery Management. Three years of experience with Managed Services governance and oversight. Strategic, process and implementation oriented. Excellent customer service skills.

COMPUTER AND TECHNICAL SKILLS:

Software: ServiceNow, SharePoint, ARIS, Remedy, ServiceNow, Heat, FOX/CAF (company proprietary system/administration); ACD Symposium Express; Magic; ACT; EzAccess; Teamfit; Brainbench/Administration; Microsoft Office (Word, Excel, Power Point, Publisher, Access); Microsoft Project; Microsoft Visio, Internet Explorer; Google Chrome; Lotus SmartSuite (Ami Pro, Freelance, Lotus 1 - 2-3); Corel Mega Gallery; MacAfee; Microsoft TechNet Knowledgebase; Administrative Suite (Company proprietary task management database software); Norton Internet Security Suite; Zenworks Application Explorer; Crystal Reports; Adobe Acrobat Distiller;; Managed Now, Windows 95, Windows 98, NT Workstation 4.0, NT Server 4.0, Windows 2000, Windows XP, and Windows 7.

Administrative Tools: Active Directory W2K, Exchange Active Directory XP; Novel Admin.

Remote Access: Metaframe/Metaframe Administration, Cisco VPN, Remote

Access Tools: PC Anywhere 8.0, Systems Management Server (SMS), Citrix.

Email: Outlook 2010, 2000, XP, 2003; Cc Mail 8.20, 8.40, 8.50.

Timesheets Software: Clarity, PeopleSoft Timesheet/Administration; Quick ET, WebTime, and Insight.

PROFESSIONAL EXPERIENCE:

Confidential, Owings Mill, MD

Business Analyst

Responsibilities:

• Provide Managed Services governance and program oversight over two strategic vendor partners that oversee 145 Management Services applications. In addition, provide customer service to the Confidential Application System Managers (ASM).
• Develop, socialize, and implement Manage Services Processes, presentations, flow charts, and training documents.
• Developed and manage the monthly Small Enhancement Loan and Borrow process to ensure all monthly sub tower baselines are used by the partners.
• Developed and manage a Managed Service Database that houses all MS Application attributes, baselines, partner, and tower/sub towers.
• Managed Risk and Issue logged and reduced logs by 30 percent.

Confidential, Gaithersburg, MD

Service Delivery Manager

Responsibilities:

• Promoted to ITSM Process Owner to implement IT Infrastructure processes. Manage, update, coordinate, and implement COBIT/ITIL Infrastructure processes (Manage Service Requests, Incidents, Changes, Configurations, Problems, and Operations). Integrate process inputs/outputs within process documentation and business process management (BPM) models.
• Developed, managed, and implemented 182 Governance Structure Framework (GSF) process deliverables which include process models, business plans, charters, forms, procedures, review logs, standards, training material, forms, templates, work instructions, manuals, and support and technical instructions.
• Developed and maintained monthly GSF process roadmaps and communicate monthly updates/changes to senior management.
• Provided continuous growth improvement to IT Infrastructure processes reaching process maturity level 2/3.

Service Delivery Manager

Confidential

Responsibilities:

• Promoted to Service Delivery Manager to manage outsourced IT Partners.
• Responsible for Service Delivery Management of the Service Desk and Account Management team’s services.
• Collaborated with service delivery teams to resolve escalated and expedited customer complaints or service requests.
• Manages the performance of the services to clients as agreed in the contract.
• Reduced end user escalations down 73 percent.
• Reduced aging tickets volume 20 days and older across all support team’s 27 percent.
• Created, standardized and implemented processes which aligned with business goals, to control, monitor and support service delivery (over 40 process documents).
• Managed, coordinated, and updated (47) Service Desk guides to ensure proper education, training, and knowledge sharing for consistent cross function support.

Customer Service Manager

Confidential

Responsibilities:

• Promoted to Customer Service Manager, General and Administrative to engage and communicate the IT outsourced vision to Confidential ’s end users.
• Provided the first - point-of-contact to escalate any information technology related issues.
• Escalated ticket related issues for the vendor to address and track tickets until issues were resolved.
• Communicated and presented Confidential information systems outsourcing visions to Confidential ’s G&A groups.
• Identified problem areas within the Service Desk and developed new processes to address problem areas.

IT Service Desk Supervisor/Vendor Relationship Manager

Confidential

Responsibilities:

• Promoted from a consultant to a full time Confidential employee to manage the IT Service Desk.
• Supervised all aspects for a team of 12 IT Support Analysts who provided technical support and end user Account Management to 4,000 plus global staff. Documented, reviewed, and implemented procedures and new support initiatives.
• Reduced end user open ticket volume 74 percent.
• Provided first point-of-contact on IT ticket escalations and status updates.
• Communicated and educated users on IT policies and procedures and coordinated training sessions for staff.

Confidential, Gaithersburg, MD

Help Desk Analyst

Responsibilities:

• Promoted to Help Desk Supervisor to manage the Help Desk. Supervised a team of six Help Desk Analysts providing technical support and account management to 800 internal staff in 42 Confidential branches across the United States and overseas in addition to providing support to 4,000 consultants and over 100 sub-vendors.
• Oversaw daily operations and assisted staff in resolving technical support requests by mitigating case incident and customer concerns.
• Developed, prepared, and implemented policies and procedures, training and propriety software reference material; monthly Help Desk notebooks; and coordinated change and updates to intranet page.
• Liaised between upper management and teams on IT issues; disseminated 2nd/3rd level tickets and customer service issues to IT groups.
• Ran and evaluated ACD canned reports from the Symposium Express ACD software; managed User Account Management; and coordinated and researched user account information for SOX audit.