SUMMARY:

ITIL Foundation V3 certified professional with a proven success record in providing comprehensive support for private and government entities for critical business technologies. A process innovator for Confidential processes, including Incident Management, Problem Management, Reporting and Metrics, Service Level Management, and Knowledge Management on a collaborative level to ensure user goals are met.

CORE COMPETENCIES:

• Confidential process innovation
• IT strategy and resource development and management
• Process development and management of IT processes and standards for Confidential oriented service desk.
• System Administration
• Metrics and reporting creation and maintenance
• Staff training and development in a collaborative environment
• Relationship manager between related IT Support Teams
• Customer relationship management
• Collection of data for analysis, prevention, and improvement of Confidential goals

TECHNICAL COMPETENCIES:

• ServiceNow Ticketing System
• BMC Remedy Ticketing System
• Cisco Call Monitoring System
• Nortel Call Monitoring System
• Apropos Call Monitoring System
• McAfee Endpoint Encryption Manager
• Entrust and RSA Token related Admin Interfaces
• Remote Access: Citrix Workplace, VDI, and VPN
• Lotus Notes, Novell eDirectory, and Active Directory

RELEVANT EXPERIENCE:

Help Desk Manager

Confidential

Responsibilities:

• Management of the tier 2 support (desk side) located in Bethesda.
• Responsibilities include supervision of 10 analysts for a user base of 1300 customers.
• Currently initializing a continuous service improvement initiative to improve our processes and overall service.
• Our initiative mentioned above has improved our customer survey scores from 3.77 to a now 4.98 out of 5.

Help Desk Manager

Confidential

Responsibilities:

• Management of offshore helpdesk resources (India).
• Part of transition team to move to new Confidential ticketing tool “ServiceNow”.
• Reduced tickets in queue over 75% by providing follow up and escalations.
• Assisted in transition from Lotus Notes to Office365 mail solution.
• Provided daily KPI status reports to IT Director.

Service Desk Manager

Confidential

Responsibilities:

• Management of a 24/7/365 Service Desk, located in 3 US locations. Responsibilities include the supervision of 21 Service Desk Analysts, 1 Service Desk Quality Analyst, and 1 technical writer, training and development of personnel, and the management of staff coverage for continuous IT support for a user base of 10,000 customers. Handle metrics reporting utilizing Excel, along with keeping status updates current with all service desk related incidents.
• The development and establishment of a Service Now Knowledge Base for Confidential Service Desk personnel, Department of Energy Confidential Team and customer user base. Responsibilities include the ongoing development, creation, and management of knowledge articles.
• The creation of Confidential related processes; such as incident, problem, change, service level, and knowledge management. Additional responsibilities include a peer review process with related federal and contractor support teams within the Department of Energy.

Service Desk Supervisor, East Coast

Confidential

Responsibilities:

• The supervision of 15 Service Desk Technicians, training and development of personnel, and the management of staff coverage for continuous IT support for a user base of 53,000 customers, and the creation and management of Key Performance Indicators (KPIs), along with desk service and performance goals.
• This report included call volume trend analysis and providing recommendations on how to improve help desk performance.
• Queue monitoring of incidents from support queues across the nation.
• Providing lead technical support to users and multi - level technicians for PC software, hardware, and networking issues.
• Initiated reporting and metrics to provide service desk updates to end users
• Serving as a Subject Matter Expert (SME) for managers, clients, and users.

PC/Network Specialist and Administrator

Confidential

Responsibilities:

• Immediate evaluation and resolution of customer incident tickets.
• Providing technical support for Point of Sale Department. This included support for 105 touch screen terminals and Windows 2000 and 2003 servers/
• The configuration of Cisco 3550 switches, installation of Category 5 wires, and providing technical support to personnel and managers.
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources
• Create, change, and delete user accounts per request
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media
• Create and maintain corporate employees' Remedy account set-up and initial training
• Performing Ticket Resolution assigned to me with regard to System/Facility/Help desk
• Provide proactive maintenance of systems .
• Assist service desk employees with issues escalated to the SysAdmin team.
• Assisting remote personnel with advanced troubleshooting and resolve problems
• Active Directory 2003, 2008,
• Exchange 2003, 2007
• Windows Server 2003
• LogMeIn - Remote
• Remote Desktop