SUMMARY:

Detail - oriented IT professional with more than twenty (20) years of IT experience, including more than nine (9) years in IT management. Skilled at operating in a wide range of platforms and providing excellent customer service. Excellent written and oral communication skills; capable of explaining complex IT issues in easy-to-understand terms.

EXPERIENCE:

Confidential, Washington, DC

Desktop Support Manager

Responsibilities:

• Ensures Successful Service Delivery - SLA achievement and high level of customer satisfaction.
• Analyze existing metrics/SLAs, edit or create new Service Levels that meet the expected performance level of the organization.
• Performs quality audits in an ITSM Service Delivery Model
• Lead teams to operational excellence via performance and quality management best practices and methodologies.
• Communicates to senior stakeholders by providing a current baseline, presenting a phased approach and resulting benefits.
• Analysis, verification and reporting of performance data supplied by service area leads, including trending and identification of opportunities for improvement.
• Creates and Distributes comprehensive reports.
• Identifies resources required and develop milestones for implementing process improvements based on quality assessments and data.
• Verification of the achievement of deliverables and milestones.
• Monitoring overall performance of services.
• Interacts effectively with all levels of management, customers, peers, and staff.

Confidential

Subject Matter Expert

Responsibilities:

• Collaborated with and provided advisory services to project and client team members to meet timelines and goals
• Reviewed and assessed current approach to helpdesk consolidation and Service Now implementation; provide overall evaluation and recommendations for moving forward.
• Provided analysis of the process designs for ITIL functions utilized within ServiceNow and assessed opportunities for improvement.
• Reviewed and evaluated project artifacts such as functional specifications, requirements, design, test cases, project management plans, etc. to identify gaps and proactively recommend solutions that meet stakeholder needs and are aligned with best practices.
• Worked with senior CMS customers and end users to increase adoption of integrated service center solution, including providing organizational change management consulting and supporting artifacts.
• Contributed to project documentation including technical/operational diagrams and concept documents; design and advocate solutions that will increase adoption, allow for effective implementation and operations, and promote integration across the HCQIS enterprise.
• Participated in mentoring and knowledge transfer to clients and IPT.
• Coordinated with Program Manager and stakeholders in implementing standard service center operations processes.
• Identified risks and issues, and help define mitigation strategies and contingency plans.
• Provided SME support for defined IT governance reviews; also assist in developing governance model for integrated Service Center operations.

Confidential

Help Desk Support Lead

Responsibilities:

• Used the Maximo ticketing system to track current issues.
• Provided desk side assistance to MTA staff.
• Assisted in the upgrading and replacement of old computer equipment.
• Performed maintenance on office equipment such as printers, scanner, etc.
• Assisted users with PCs, laptops and printers to identify issues.
• Accessed users remotely from PC to install or solve PC problems using LANDesk.
• Assisted in Inventory Management.
• Detected and removes viruses on PCs and laptops using McAfee and Spybot Software.
• Provided training and support to end users on PCs, laptops and printers.
• Installed, configured, and tested desktops and printers for end-users based on the standards of MTA including operating systems and hardware.
• Troubleshot, diagnosed, fixed, and recommended resolutions to end user computer issues as needed.
• Accepted calls and emailed Maximo tickets, documents, and services those tickets.
• Performed PC upgrades and repairs based on service tickets.
• Installed software upgrades including Microsoft Office 2007 and Windows 7.
• Assisted junior members of the team with questions on services.
• Attended meetings as requested by the MTA Service Desk Manager.
• Performed duties as assigned by the MTA Service Desk Manager.
• Solved minor networking issues involving Ethernet cables, USB ports, routers, and switches.

Confidential

Service Delivery Manager

Responsibilities:

• Managed operational management team and service delivery staff to ensure service levels and objectives are met.
• Implemented operations improvements to meet established objectives across multiple facilities.
• Assisted in managing activities related to customer requirements, budget challenges, human resource needs, and plans for new business development within assigned area.
• Facilitated customer relationship and satisfaction while ensuring adherence to company policies and processes.
• Investigated matters of significance, recommended, and implemented appropriate course of action.
• Coordinated and communicated with other managers to defuse difficult situations, leveraged resources, and discussed solutions to matters of significance.
• Developed and implemented processes for leveraging and using resources to meet customer needs.
• Implemented moderately complex core business processes and assists in process improvement initiatives in order to enhance customer service.
• Identified process matters of significance or enhancements and implemented them.
• Developed and maintained communications with the customer, management, and staff to ensure that service is delivered on time and within budget or contractual obligations.
• Investigated and resolved matters of significance as appropriate.
• Ensured maintenance of customer relationships and may build upon it.

Confidential

Help Desk Manager

Responsibilities:

• Manage a five (5) person team of desktop technicians. This encompasses the support of over 400 desktop PCs and over 100 laptops.
• Supervise the quality assurance process and related training of staff members to ensure quality customer service.
• Assign work and address performance issues within the prescribed guidelines.
• Provide guidance to staff in resolution of difficult questions to ensure accurate technical support information.
• Set up conference rooms with polycom phones for voice conferencing.
• Setup video conferencing using the Tandberg System to connect via IP address, our DC offices with other offices in the US and Overseas.
• Provided Inventory Control in accordance with Confidential standards. All assets are captured in a database system, which includes desktops, laptops, monitors, iPhones, Mac Books, iPads, phones, licensing agreements, and other necessary equipment.
• Lead the deployment, administration, maintenance, repairs, modification, final disposition, day to day operation, and upgrade to operating systems, software applications, and hardware utilized on user workstations.
• Analyze help desk Service Level Agreement (SLA) reports and ensure that technicians complete trouble tickets in accordance with the Service Level Agreement (SLA).
• Maintain a seat on the Change Control Board (CCB) to help minimize the impact of infrastructure changes to the user community.

Confidential

Client Services Supervisor

Responsibilities:

• Led the deployment, administration, maintenance, repairs, modification, final disposition, day to day operation, and upgrade to operating systems, software applications, and hardware utilized on user workstations.
• Managed an eight (8) person team that that consists of four (4) desktop technicians, two (2) MS Exchange engineers, one (1) SharePoint Administrator, one (1) Asset Administrator and a 24/7 offsite help desk. This encompassed support of over 400 desktop PCs and over 200 laptops.
• Supervised the quality assurance process and related training of staff members to ensure quality customer service.
• Assigned work and address performance issues within the prescribed guidelines.
• Provided guidance to staff in resolution of difficult questions to ensure accurate technical support information.
• Provided Inventory Control in accordance with Confidential standards. All assets are captured in a FAST database system, which includes desktops, laptops, monitors, blackberry’s, phones, licensing agreements, and other necessary equipment.
• Set up conference rooms with polycom phones for voice conferencing.
• Setup video conferencing using the Tandberg System to connect via IP address, our DC offices with other offices in the US and Overseas.
• Analyzed help desk SLA reports and ensure that technicians complete trouble tickets in accordance with the North American Public Sector (NPS) Service Level Agreement.
• Maintained a seat on the Change Control Board (CCB) to help minimize the impact of infrastructure changes to the user community.

Confidential

Desktop Support Level 2/3 Lead/Network Engineer

Responsibilities:

• Supported desktop systems and applications in a networked/PC Microsoft Windows XP environment.
• Diagnosed and troubleshot hardware, software, network, and printer problems.
• Configured and connected new workstations and peripherals to the network for existing and new employees.
• Installed, configured, repaired, and maintained networked PC's, network cards, SCSI devices, printers and laptops.
• Set up conference rooms with polycom phones for phone conferencing and for video conferencing with the Confidential and for presentations.
• Assisted end users with network and software issues, and tracked issues and documented solutions in the Confidential Service Desk call tracking system.
• Administered the BES server for blackberry setups.
• Educated end users and IS staff on new and existing systems and procedures.

Sr. Network Engineer

Confidential

Responsibilities:

• Administered backups using the software program CommVault.
• Monitored the backups on the classified and unclassified servers and resolved any issues with failed backups.
• Completed restores on mailboxes in Exchange 5.5 and Exchange 2003.
• Installed IAVA patches required for servers running Windows based operating systems and applications that have a vulnerability to security risk.
• Ran Stat scan to ensure all servers are fixed upon completion of patches.

Sr. Help desk/Desktop Support Specialist

Confidential

Responsibilities:

• Responded to telephone, electronic mail, and/or walk-in requests for support for all systems and equipment within the Confidential Audit Agency IT environment in accordance with current or revised help desk SOP’s and/or SLAs.
• Troubleshot problems encountered using microcomputer software.
• Performed hardware/software testing and installation as well as network and desktop detection of viruses to counter/eliminate/control.
• Detected, contained, and eliminated virus infestations.
• Provided limited one-on-one desk side training for customers requiring assistance on standard software applications and/or IT equipment.
• Evaluated hardware, firmware, peripherals, software packages, etc. for use by staff, and provided recommendations to accomplish the desired objectives.
• Installed, configured, and maintained network communications hardware (bridges, routers, gateways, modems, Confidential ’s, etc.) to meet connectivity requirements (except when specifically tasked to other contractors).
• Ensured technical safeguards were maintained to provide controlled user access, integrity of electronic mail, applications, and user data.

Confidential, SC

Supply Specialist

Responsibilities:

• Maintained property accountability under automated Property Book System.
• Assisted in the development of equipment requirements and reports.
• Coordinated supply activities; reviews and annotates changes to unit material condition status report.
• Posted transactions to organizational property books and supporting transaction files.
• Managed and accounted for Organizational Clothing and Individual Equipment.