SUMMARY:

• Over 30 years of professional experience in the field of Information Technology.
• Over 15 years of Supervisory/Management experience.
• Industry Expertise: Information Technology Functional Expertise: System Administration (Windows, MAC, some UNIX) LAN Management (Windows Server), Email Administration, Help Desk Management, Call Center Management, Incident Management, Lifecycle PC Replacement, Computer Equipment Expenditures

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

IT Customer Support Manager

Responsibilities:

• Responsible for the oversight of a 24 hour Help Desk comprised of approximately 26 people which includes Tier 1, Tier 2, Tier 1 lead, and Tier II lead. Supervise staff operations, manage computer operations, ensures computer system resources are used effectively, and coordinates the resolution of production related problems. Ensures proper relationships are established between customers, teaming partners, and IT leadership to facilitate the delivery of information technology services. Serves as ITIL process owner for incident management and request fulfillment. Establish, manage, and operate a two level, end user help desk supporting customers across multiple locations. Provide Operation Management of Tier 1 and Tier 2 services including preliminary diagnostics and resolution of common use IT issues. Meet the metrics provided in the performance work summary. Complete a weekly accomplishment report.
• Complete a monthly report which shall include accomplishments, obstacles hindering accomplishments, work assignments, time lines, cost and personnel staffing matters. Provide written recommendations for hardware and software deployment plan and oversee its operation.
• Ensure that all unresolved issues are escalated to the appropriate group for final resolution, and customers are informed of their requests and issues. Ensure all processes and service solutions are documented in the knowledgebase. Embody and promote ITIL and HDI best practices into the Service Desk to drive continual process improvement. Manage Incidents that may occur that directly affect the Authority Customer base. Initiate and oversee bridged communications to determine nature of problem. Reach out to other departments if necessary to resolve complex issues. Perform root cause analysis. Document problems and steps taken to resolve. Present documentation to senior management.
• Coordinate computer and laptop replacement (PC Rollout/PC Refresh) processes and procedures. Mentor and coach the Service Desk staff utilizing regular call monitoring, one on ones, feedback, and performance metrics to motivate and develop team.
• Participate in critical event and disaster recovery response drills to ensure IT Help Desk staff is always prepared to handle an emergency in a safe, professional and efficient manner.

IT Service Delivery Manager

Responsibilities:

• Oversees day - to-day operation of the IT Customer Service Helpdesk.. Oversees technical/administrative matters in order to provide help desk support for the Authority customer base. Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Leads and advocates innovative and new techniques that improve client satisfaction and improves operating efficiencies while performing within established customer business practices and guidelines. Plans, directs, and prepares the procedures required to support the Authority user base. Responsible for the operational effectiveness of the help desk. Implement Helpdesk plans and strategies to maximize available resources.. Develops and maintains up to date operational policies and procedures that are aligned with current support demands. Actively drives and develops help desk best practices. Coaches, motivates, councils, trains, and develop other staff as appropriate. Other duties as assigned.

Confidential, Washington DC

Help Desk Manager

Responsibilities:

• Oversees day-to-day operation of the IT Customer Service Helpdesk.. Oversees technical/administrative matters in order to provide help desk support for the Authority customer base. Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Leads and advocates innovative and new techniques that improve client satisfaction and improves operating efficiencies while performing within established customer business practices and guidelines. Responsible for the operational effectiveness of the help desk. Implement Helpdesk plans and strategies to maximize available resources.. Develops and maintains up to date operational policies and procedures that are aligned with current support demands. Actively drives and develops help desk best practices. Coaches, motivates, councils, trains, and develop other staff as appropriate. Other duties as assigned.

Confidential, Washington DC

Call Center Manager

Responsibilities:

• Oversees day-to-day operation of projects within the Call Center. Oversees technical/administrative matters in order to provide help desk support for the District of Columbia user base. Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Leads and advocates innovative and new techniques that improve client satisfaction and improves operating efficiencies while performing within established customer business practices and guidelines. Responsible for the 24X7 operational effectiveness of the help desk. Implement Call Center plans and strategies to maximize available resources. Develops, manages, and maintains a disaster recovery plan to provide off/onsite support in the event of a District closure or other situations of diminished availability or capacity of normal operational resources. Develops and maintains up to date operational policies and procedures that are aligned with current support demands. Actively drives and develops help desk best practices. Coaches, motivates, councils, trains, and develop other staff as appropriate. Other duties as assigned.

Confidential, Washington DC

Helpdesk Manager

Responsibilities:

• Responsible for the overall day to day functionality of the help desk(s) for the Confidential (BUMED). Develop and maintain formal procedures for consistency and increased productivity. Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships. Perform monthly Customer Satisfaction Surveys to insure customer expectations are met and exceeded. WOW the customer. Analyze help desk performance through various statistical and reporting methods. Track all help desk calls utilizing the “Remedy” call tracking system. Various other duties including staffing, performance monitoring, mentoring, and employee training.

Confidential, Washington, DC

Helpdesk Manager/LAN Administrator

Responsibilities:

• Provide Technical Support for the BTS/RITA departments. This involves setting up and configuring (Windows) workstations. Insure network connectivity (Windows 2000 & 2003 Server). Platforms are Windows98, Windows2000, Windows NT4.0, and Windows XP. Supervise (6-10) other employees located in the IT department in the support of 300 plus users. Troubleshoot problems with “COTS”, and proprietary software. Responsible for (desktop) additions, moves, and changes made to the network. Control pc and peripherals inventory. Configure database software (Remedy, TrackIT) for IT call tracking purposes. Assign incoming calls to team members for resolution. Choose appropriate technology and other resources to maximize help desk effectiveness Migrate users into Current Operating Environment. Migrate from Novell 4.1.2 to Microsoft Windows 2000 & 2003 servers. Migrate from Novell GroupWise to Microsoft Exchange mail, Outlook Client. Install and configure Microsoft SMS. Perform security scans. Verify workstations maintain current “patch” levels for operating system, as well as software packages.

Confidential, Washington DC

Helpdesk Manager/LAN Administrator

Responsibilities:

• Provide Technical Support for the BTS/RITA departments. This involves setting up and configuring (Windows) workstations. Insure network connectivity (Windows 2000 & 2003 Server). Platforms are Windows98, Windows2000, Windows NT4.0, and Windows XP. Supervise (6-10) other employees located in the IT department in the support of 300 plus users. Troubleshoot problems with “COTS”, and proprietary software. Responsible for (desktop) additions, moves, and changes made to the network. Control pc and peripherals inventory. Configure database software (Remedy, TrackIT) for IT call tracking purposes. Assign incoming calls to team members for resolution. Choose appropriate technology and other resources to maximize help desk effectiveness Migrate users into Current Operating Environment. Migrate from Novell 4.1.2 to Microsoft Windows 2000 & 2003 servers. Migrate from Novell GroupWise to Microsoft Exchange mail, Outlook Client. Install and configure Microsoft SMS. Perform security scans. Verify workstations maintain current “patch” levels for operating system, as well as software packages.

Confidential, Washington DC

Helpdesk Manager/LAN Administrator

Responsibilities:

• Provide Technical Support for the BTS department. This involves setting up and configuring workstations, insuring network connectivity (Novell 4.12). Platforms are Win95, Win98, Win2000, WinXP and Winnt 4.0. Supervise up to 4 other employees located in the IT department. Troubleshoot problems with “off the shelf” software. Responsible for additions, moves, and changes made to the network. Control pc and peripherals inventory. Update all systems so that they are Y2K compliant. Configure software for IT tracking purposes. Implement new Web interface for users