SUMMARY:

Versatile and energetic professional with extensive experience in a VIP/Executive customer - focused technical environment. I communicate effectively both orally and in writing to articulate information to individuals or groups. I work well under pressure with attention to detail. Over the years I’ve developed strong research and problem solving skills. I’m highly organized, dedicated, and committed to professionalism.

SKILLS:

Relevant Computer Skills: Developed strong computerized research and problem solving skills used to analyze, extract and interpret financial data. Proficient in the following software packages: Microsoft Office Suite, Adobe Design Suite, Dameware Remote Desktop, Avaya ACD, Data Encryption Packages, Crystal Reports 10, Remedy

Proficient in the following networking packages: Exchange, Blackberry Enterprise Server, SharePoint, RSA Security Tokens, Active Directory

Administrative: Track and maintain files, manually and electronically. Manage correspondence and information; disseminate to the appropriate parties as necessary. Procure office equipment and supplies. Interpret and apply rules, regulations, and procedures. Oversee projects that involve developing and implementing policies and standards of procedure.

Customer Service/Technical Support: Serve as technical liaison to IT managers, and civilian employees internal and external to the agency. Work closely with customers to ensure their mission requirements and needs are met to their satisfaction. Determine the needs of the customer and find a suitable solution with minimal direction. Interact optimistically and attentively with immediate colleagues and senior management.

Specialized Training: AAS degree in Visual Communications (March 2002); COMTIA SEC+ (Security plus Certificate) (May 2010); ITIL v3 (Jan 2012); SEC+ CE Training and Cert completion date Nov 19, 2017; Project Management Training Certificate (July 2017)

PROFESSIONAL EXPERIENCE:

Confidential, Crystal City, VA

Service Desk and Systems Operations Manager

Responsibilities:

• Assigned to JSF (Joint Strike Fighter) contract as the Service Desk Manager
• Manage 26 IT professionals across the nations who are responsible for first level support via walking, phone and deskside support.
• Optimize the effectiveness and efficiency of a distributed Service Desk function federated across multiple OCONUS locations
• Train, coach, and mentor Service Desk staff to ensure customer and business objectives are met
• Liaise with NOC Manager, Operations Manager and SOC Manager regarding priority Incidents and Events and ensure escalation and resolution plans are in place
• Work closely with the Incident and Queue Manager to identify and isolate problem trends and ensure that the correct repeatable protocols are established and operationalized
• Establish Key Success Factors and Key Performance Indicators to baseline and measure Service Desk performance and improvement
• Development of Balanced Scorecard framework for Service Desk and Service Delivery effectiveness
• Work with the Operations Manager to establish and operationalize Service Level Agreements for key services
• Develop Notification and Escalation plans and instantiate in the Remedy ticketing system
• Responsible for scheduling and performance appraisals of the service desk staff.

Confidential, Reston,VA

Service Desk and Systems Operations Manager

Responsibilities:

• Assigned to the US State Department (S/ES-IRM) contract as the Service Center and Service Delivery Manager, with the POEMS Division
• Manage 12 IT professionals who are responsible for a variety of work on a High Profile Service Center/ Deskside Support Center. Our priority is providing first level support and assuring quality with our executive customers
• Work with all high level executives under the Secretary for escalation emails or calls and act as the incident manager for high profile incidents or outages (Day shift and after hours).
• Developed new process for the service center in the following areas:
• Onboarding and Training Documentation
• Account Management (Admin and Network)
• Incident Management Lifecycle
• Incident Process for Escalations and VIP Support
• COOP (Continuity of Operations)
• Data Spill
• Currently working on a Service Now ITSM project to upgrade and align day-to-day operations to ITIL v3 best practices in areas such as Incident, Problem, Asset, Knowledge, and Change management. The tool has gone into production and I now support the customer base with reporting and training.
• Responsible for scheduling and performance appraisals of the service center.
• Work with management and the government customer to develop Service Level Agreements (SLA’s) and Key Performance Measurements (KPM’s) in the environment to insure customer satisfaction.
• Trend analysis is performed weekly to review metrics in order to proactively improve quality and performance where needed.

Confidential, Alexandria, VA

Network Operations Manager

Responsibilities:

• Managed 20 system engineers. I was responsible for training and development of the technical staff on the first shift NOSC (0600-1400)
• Gather timely information for outages, system degradation, reports, statistics, and trend analyses related to the response teams performance
• Communicate with customers, engineers and the ITA technical teams to ensure that the networking system runs efficiently without interruption
• Manage NOSC initiatives by defining objectives and allocating resources for Authorized Service Interruption (ASI) events.
• Ensure that the systems and processes used are constantly updated to remain relevant
• Document, track, and monitor problems to ensure a timely resolution and serve as a customer point of contact for customer notifications and awareness
• Work with all the ITA Operations teams ensuring NOSC Response team practices are in line with customer policies
• Perform network monitoring and reporting services to ensure system events and outages are accurately documented and that all major events and outages are properly escalated, communicated and resolved as quickly as possible.
• Prioritize deliverables based on mission and customer requirements
• Work with the engineers and Government liaisons in the Network Operations Center to incorporate industry best practices
• Meet with Sr. Managers and analysis team PM to find areas of improvement and discuss department strengths and weaknesses

Confidential

Service Desk and Systems Operations Manager

Responsibilities:

• Manage 16 IT professionals who are responsible for a variety of work to include a 24/7 Enterprise Helpdesk, Call Center, Deskside Support, Quality Assurance, Executive Support, Access Control
• Assigned to Confidential Indirect as Support Manager, with the Technical Assistance Center (TAC) Division as the Service Desk Delivery Manager
• Worked priority VIP or escalation calls when needed to support the team and raise morale.
• Developed and Managed the Systems Operations team who acted as liaisons to System Engineers, with a focus on customer service they also worked on:
• Data Spill Remediation
• Exchange Server and Core Business System Monitoring using SCOM
• File Share Restore and Backups
• SharePoint Administration
• Account Management (Admin and Network)
• Created documentation where necessary for areas like:
• Account Management
• Incident Management
• COOP (Continuity of Operations)
• Develop and align day-to-day operations to ITIL v2 to v3 best practices in areas such as Incident, Problem, Asset, Knowledge Management
• Responsible for cost, schedule and performance of the Service Desk.
• Attend upper management meetings to capture customer requirements, align resources and offer solutions within budget and scope.
• Work with management to develop Service Level Agreements (SLA’s) and Key Performance Measurements (KPM’s) in a growing IT environment to make sure customer satisfaction is achieved.
• Customer Satisfaction Rating metric continues to be well above the expected level.
• Trend analysis performed to review metrics in order to proactively improve quality and performance where needed.
• Manage and assist with key projects associated with company deliverables:
• CIS projects
• Dell Laptop Rollout
• BlackBerry Server Decommissioning
• Acquisitions of new companies
• ITSM upgrades
• Knowledge Management
• Problem Management
• Email Monitor
• Creation of Templates
• Cherwell 4.6x Upgrade

Confidential, Arlington, VA

Service Desk Manager

Responsibilities:

• Assigned to the Office of the Secretary of Defense Chief Information Office (OSD CIO), under the Department of Defense (DoD) as the Service Desk Operations Manager focused on improving customer service, communications, relationships and the integration of IT programs and services.
• Manage 40 Information Technology (IT) professionals that are responsible for a variety of tasks such as: a 24/7 Enterprise Service Desk, Daytime Service Desk of 7500 clients, Deskside Support, Quality Assurance, Executive Support, Access Control, Project Managers, and Asset Management.
• Conduct training and performance evaluations of Supervisors and the Support team.
• Develop and align day-to-day operations to Information Technology Infrastructure Library (ITIL version 3) best practices in areas such as Incident, Problem, Asset, Knowledge, Change and Configuration Management.
• Serve as on-site manager/lead of the contract responsible for cost, schedule and performance of the service desk personnel. Accomplished cost savings by the reorganization of personnel responsibilities, removal of vacancy slots, and a reduction in the need for overtime.
• Conduct management meetings with the client to capture their requirements, and align resources and offer solutions within budget and scope.
• Assist in documenting and refining requirements for new and enhanced IT services. (SOP Writing and Continual Service Improvement)
• Manage and assist with key projects associated with contract deliverables to include, but not limited to: Enterprise Projects; Dell Laptop Refresh; Blackberry Bold Refresh; Remedy 7 requirements/testing 5.2 Phases I and II; Service Desk Quality Assurance; Knowledge Management; and Task Force Group (ISR, Fort Hood and Presidential).
• Monitor and report 20 Service Level Agreements (SLA’s) and Key Performance Measurements (KPM’s) to ensure customer satisfaction is achieved.
• Achievements:
• Backlog metric met in recent months; acknowledgment from OSD CIO directors and deputies that this metric has never been met.
• Customer Satisfaction Rating metric continues to be well above the expected level.
• Trend analysis performed to review metrics in order to proactively improve quality and performance where needed.
• Over the past 12 months I have achieved or exceeded the metrics for the organization.

Confidential, Arlington, VA

Service Desk Team Lead

Responsibilities:

• Managed a staff of 11 Helpdesk technicians, which included training and escalated calls.
• Managed the ACD VOIP telephone system and managed staffing phone coverage.
• Key Point of Contact in writing ITIL based standard operating procedures for the Enterprise Helpdesk.
• Answered a high volume of help desk calls at centralized location and responded to user requests for assistance.
• Analyzed symptoms of deficiency, evaluating possible causes of problem, engineer a timely and cost-effective solution based on training and experience, and implementing resolution.
• Utilized remote troubleshooting tools such as Dameware to achieve a high First Call Resolution rate.
• Resolved common user issues such as: login problems with Department of Defense (DoD) PKI Common Access Card (CAC), operation of Microsoft Office Professional, email connectivity, printer connectivity, remote access, scanner operation, Blackberry operations, and burning Compact Discs (CD’s).
• Maintained current status of calls in Remedy Help Desk trouble ticket system Small Computer Technician-hands on troubleshooting and repair work (Windows 2000, XP, Enterprise, and 2000 Server).
• Utilized Active Directory to maintain user accounts resetting passwords and managing email distribution lists.
• Evaluated and reported new communication technologies to enhance capabilities of the network.
• Coordinated with IT Manager, Project Manager, and Government user reps to ensure accurate solutions and user satisfaction on technical matters.
• Obtained Secret clearance.