CORE COMPETENCIES:

• IT Support Management KPIs, Metrics & SLAs Integrating Technology & Business
• Government Clearance ServiceNow Catalog Management ITIL Certified
• Performance & Quality Management Vendor Management Master's Degree
• IT Service Management CA &Remedy Administration IT Project Management

TECHNICAL SKILLS:

Skills: Windows 2000/XP/7, MS Office 2003/’07/’10, MS Access (performance evaluation designs), MS Visio, MS InfoPath (forms and work flows) Altiris CMS 6.5, Outlook and Lotus Notes email clients, MS Active Directory, Zenworks and NW Admin tools, Crystal Reports v8/10/11, Cisco/Nortel VPN, Microsoft and Novell enterprise environments, Audio Visual and Polycom, and supported HP, DELL and Lenovo laptops.

Help Desk Solutions: ITSM/Ticketing Solutions (BMC SDE v9x, ServiceNow, Remedyforce, Computer Associates R.11, Cherwell Software, Track - IT), Uservoice multichannel support tool, Serviceware Knowledge Base, ErlangC tools, Zoomerang Surveys, and Advanced MS Excel and Access skills. Audiolog Call Recorder, Pedagogue Solutions,Vertalsoft Concerto, Avaya CentreVue, BCMS ACD, Cisco Supervisor and Historical Reports ACD tools.

PROFESSIONAL EXPERIENCE:

Confidential, CA

Service Desk Manager Administrator

Responsibilities:

• Working with development team to assist in upgrade of Confidential ’ CA Service Desk upgrade from v12.7 - v14
• Providing system/application administration and support services for the Confidential ’s toolset including: categories, statuses, status transitions, notifications, surveys, SLAs, roles, managing attachment repositories, managing knowledge, and service contracts, Key Performance Indicators (KPIs)
• Install, configure, and document Confidential toolsets in an enterprise environment, setting up user accounts and securing and backing up the server.
• Tracking and documenting all system changes, problems, issues, and work tasks within Confidential ’s service management suite through change orders, service requests, incident and/or problem tickets.

Confidential

Service Catalog Lead

Responsibilities:

• Collaborated with Service Portfolio and Service Demand Managers to design a well-defined and managed service catalog
• Gathered customer requirements and translate them for system development.
• Developed the transition of legacy IT Services to the ServiceNow platform within the established project schedule.
• Proposed savings of $8 mil annually through automation
• Assisted with the development of process workflows for each catalog item within ServiceNow.
• Created Service Catalog items including category assignment, icons, short descriptions, properties, variables and fulfillment/approval rules in ServiceNow.
• Provided input to the ServiceNow trainer for the development of training materials related to the service catalog and service request process.
• Worked with the Service Delivery Manager and Service Level Manager to develop and implement Service Level Agreements for request fulfillment.
• Provided management information relating to current and future Service Catalog offerings.
• Assisted IT Dashboard designers to depict metrics related to Service Request fulfillment

Confidential

Project Management and Business Analyst Consultant

Responsibilities:

• Worked with leadership and project teams to ensured that projects stayed on time and within budget
• Responsible for entire life-cycle of projects (project charters, cost benefit analysis, maintaining project schedules & budgets, tracking issues & risks, providing status reports to senior management & project sponsors, managing vendor relationships & global resources in a matrixed environment)
• Managed new implementations and system upgrades and worked with third party vendors for system selections and subsequent implementations

Confidential

Application Support Engineer

Responsibilities:

• Provided hands-on support for project to migrate disparate ITSM software tools into CA Service Desk 12.7 nationally for the US Department of Veterans Affairs
• Worked with stakeholders across the country to gather requirements for new systems and reports
• Communicated with the client to obtain an understanding of their environment, challenges, escalation processes and apply that information to support the smooth transition to the new helpdesk application
• Utilized existing structure to translate ticket categories and group names to the new system structure
• Worked with the customer and project team to map legacy CI structure to new CI and Location Based routing for more effective auto-routing of tickets
• Configured CIs in CA CMDB tool for improved ticket workflow
• Identified and escalated issues with the migration to ensure they were addressed and resolved
• Derived and tracked action items to ensure the project is completed on time and with minimal downtime to the client
• Provided SW Configuration Management support to development and Program Management teams

Confidential, Plainsboro, NJ

Service Desk Manager

Responsibilities:

• Gathered requirements, compared and presented analysis on several leading ITSM Incident Management systems including ServiceNow, Remedyforce and BMC FootPrints
• Researched and acquired knowledge of ServiceNow modules like Request, Incident, Reporting, and Knowledgebase. Utilized sandbox to gain understanding of the workflow and determined technical requirements and impact of cost.
• Collaborated with other IT teams in all regions for proper request, incident and Problem handoffs which provided better communications between teams and visibility to open issues
• Increased customer satisfaction ratings by 45% within 6 months. (avg rating of 95%) through improved incident workflows, reporting of trending issues, ACD design, customer satisfaction surveying and regular quality control checks
• Developed automation solutions within the ITSM Solution (BMC Service Desk Express) which reduced time spent on common tasks and human errors
• Decreased time to New Hire Builds from 5 days to 1 day by collaborating and leveraging skills across IT functional areas
• Created a Service Catalogue for common requests and incident reporting by end users which improved customer satisfaction through repeat success
• Managed team of 8 direct reports responsible for providing Level 1 and Level 2 IT support services to the organization globally for 3000+ end users in 40 sites
• Developed tool for performance and quality management tool in MS Access and Excel which aided in determining if technicians were meeting established goals and what areas they needed to develop
• Developed KPIs and establish benchmarking standards and reported to senior management for improved visibility to the issues that impacted the business
• Leveraged relationships and skills across IT teams and HR to create a centralized new hire on-boarding and termination process for all North American office locations. This resulted in reduced delays from 30+ days to less than 5 days
• Documented common operational procedures for operational effectiveness across IT
• Managed the Global BMC Service Desk Express ticketing system as first point-of-contact for all issues and work flow requests
• Established and regularly measured SLAs across IT divisions for performance tracking
• Ensured end-users requests fulfilled with-in established SLAs
• Created various Work Instructions for more efficient operation and continuity in performance between IT Operations and support, including escalation procedures
• Conducted performance reviews, disciplinary actions and on the spot coaching and feedback to support team members
• Improved team morale through regular meetings that logged their suggestions, complaints as well as recognition and rewards.

Confidential, Princeton, NJ

Global IT Call Center Manager

Responsibilities:

• Gathered requirements, compared and presented analysis on several leading ITSM Incident Management systems including ServiceNow, CA Service Desk and BMC FootPrints
• Gathered requirements from stakeholders across the business to develop a 24x6x365 global support operation.
• Researched and acquired knowledge of ServiceNow modules like Request, Incident, Reporting, and Knowledgebase. Utilized sandbox to gain understanding of the workflow and determined technical requirements and impact of cost.
• Based on gathered requirements from senior management and key stakeholders, designed and implemented ITIL framework in a 24x7 global, single-point-of-contact Call Center that addressed both IT and Patient support requests
• Established relationships in IVRS, HR, IT, Finance, Drug Safety and Clinical areas who trusted my business and IT skills which greatly broadened my scope of support and increased responsibility in supporting both internal and external clients
• Maintained customer satisfaction scores of 97% for 3 years
• Developed the SPOC Call Center from the ground up utilizing ITIL guidelines in ACD call flow, Incident management workflow, customer satisfaction surveys, quality scorecards all to minimize service interruption to the client with excellence in customer service approach
• Created over 20 Work Instructions for more efficient operation and continuity in performance between IT Operations and support, including escalation procedures
• Managed a team of 13 global direct reports utilizing a performance and quality management tool I developed in MS Access and Excel
• Conducted performance reviews, disciplinary actions and on the spot coaching and feedback to support team
• Managed team who provided support for laptops, desktops, MS XP and Office 2003/’07, Outlook, network connectivity, proprietary apps, air cards, printers, orders and AV
• Developed KPIs and team metrics for monthly reporting to senior management
• Created and managed workforce schedules that spanned multiple shifts and locations globally (including India)
• Built organizational relationships for supporting new technologies and business requirements
• Exceeded senior management’s expectations for Call Center’s KPIs
• Experienced using CA Service Desk, Remedy, Audiolog Call Recorder and Avaya BCMS ACD systems

Confidential, Princeton, NJ

IT Strategic Planning Manager

Responsibilities:

• Designed Service Delivery metrics and reporting to track, trend, and adjust staffing levels, and identify problem management
• Developed Key Performance Indicators and reviewed with Service Delivery Management and VP of IT to help improve customer service
• Gathered requirements from IT and the business, and designed strategies for implementing Altiris across the enterprise for software delivery and desktop security
• Introduced automation for repetitive client service solutions and process improvement
• Identified cost savings solutions that could save NRG IT 200K annually through redistribution of labor and redefining roles and responsibilities across IT
• Provided career development for direct reports that included SAs and Project Managers
• Managed and balanced budget of $1.5 million
• Researched and reviewed technology including ITSM ticketing systems and knowledge base solutions

Service Center Manager

Confidential

Responsibilities:

• Coordinated multiple Level 1 and Level 2 support desks into a centralized single-point-of-contact for U.S. offices
• Designed and managed implementation of Cisco ACD system for improved call treatment and reporting
• Designed and managed implementation of Altiris CMS for more efficient deployment of software, inventory management, and hardware deployments
• Managed Service Desk which handled 2000 requests monthly, including hardware and software, breakfix, moves, VPN, Blackberrys, reimaging laptops, LCD panels and network connectivity issues
• Developed and maintained Service Delivery operational budget
• Developed and executed Service Delivery SOPs for continuity in day-to-day operations
• Provided timely coaching and feedback to employees
• Worked with customers, IT service groups, and senior management to identify and resolve recurring problems
• Provided regular coaching and feedback for technicians through self-designed MS Access and Excel evaluation tools
• Created metrics and reports for both Tier 1 and Tier 2 desks, and designed the tools to capture better data
• Created Technology “How To” guides for New Hires for Improving knowledge and assimilation into NRG’s environment
• Maintained 96% customer satisfaction ratings for over a year while staffing was reduced and call volume doubled

Confidential, East Windsor, NJ

Product Support Manager

Responsibilities:

• Managed staff of 28 support specialists through weekly/monthly coaching and feedback
• Organized support desk which handled inbound technical support issues and orders from external customers
• Worked with Field Support for escalated issues, improved communications between teams and created a cross-training plan that provided career development of help desk staff
• Created and monitored call stats and adjusted staffing, scheduling, and training to meet demands
• Identified call trends and issues which lead to reduction of abandoned rate by 25%
• Designed and implemented escalation procedures between several departments and divisions
• Designed and implemented processes with manufacturing and vendors
• Created process that communicates product issues, trends and open customer issues to upper management, and engineering for faster time to resolution.
• Led team in establishing website for centralizing tools and communication between support groups
• Led team in developing an online knowledgebase with KCS methodology
• Developed metrics for measuring support Specialist’s on-going performance
• Created SOPs for daily operations and improved process work flow as a result

Confidential, Bridgewater, NJ

Helpdesk Manager

Responsibilities:

• Managed Level 2 Help Desk of 4 analysts and transitioned to a First Point of Contact help desk with 30 analysts
• Planned, organized and transitioned Sales Force help desk from an outsourced to an In-House help desk
• Provided daily reports using Lucent CentreVue ACD tool, Remedy Call Tracking software, and Crystal Reports
• Designed and implemented Audiolog call recorder for improving quality control in customer contacts
• Implemented Event Based web survey that measured the Sales Force “perception” of the Confidential help desk performance vs. previous outsourced service. Confidential help desk had 95% of customer satisfaction as a result of the transition
• Conducted weekly staff meetings with help desk analysts and service partners to discuss open tickets and issues
• Managed interviewing, hiring, training, and provided on-going coaching and feedback
• Oversaw daily operations and communicate trends and issues that affected the Sales Force to upper management

Confidential, Skillman, NJ

Helpdesk Associate Manager (Field Sales)

Responsibilities:

• Assisted in supervising sales force help desk over 50 technical analysts with 13 direct reports
• Project lead for applications and emerging technologies for pilots and rollouts
• Managed call flows through Avaya CentreVU ACD software and for reporting call trend activities
• Provided daily coaching and feedback to analysts to address both time management and technical skill issues
• Used Expert Advisor and Remedy for call tracking
• Presented monthly reports to management teams and directors
• Outlined the roles and responsibilities between BMS and external vendors
• Implemented work flow and SLAs for Tier 2 support and external vendors
• Worked with vendors to initiate and improve second level escalations of HW/SW issues
• Led help desk team to implement new applications and technology support procedures
• Provided monthly evaluations on direct reports based on call performance, trouble ticket handling and contributions to the team