SUMMARY:

• Experienced ITIL and Six Sigma certified leader with 10+ years in Help Desk Management, Team Building, Data Assurance, and two years of Project Management.
• Strong qualifications and experience managing projects with multiple tiers.
• Proven ability to analyze requirements and successfully develop innovative solutions to obtain project success while maintaining quality policies and procedures.
• Excellent interpersonal and communication skills with demonstrated ability to present material effectively to all levels of staff.

TECHNICAL SKILLS:

Software & OS: MS Office Suite & MS Outlook, & MS Project, Active Directory, Avaya CMS,Corel Word Perfect, Remedy, Confidential & Service Now Call Tracking SystemsPC Anywhere, PC Travel, Teloquent ACD Phone Systems, Windows 10, 7, Vista & XP.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Customer Service Support Territory Manager

Responsibilities:

• Accountable for leading a group of skilled customer service technicians that ensures reported problems are resolved or escalated in a timely manner.
• Delivered success on multiple projects simultaneously in a high - pressured environment.
• Provides technical guidance and inspiration to customer service staff and ensuring that reported incidents/problems are captured, tracked, monitored, resolved, and closed to customer satisfaction.
• Experience rating performance reviews of Tier 1 and Tier 2 and providing instructions or guides to the end-user to include training sessions related to information & technology.

Confidential, Rockville, MD

Customer Service Helpdesk Manager

Responsibilities:

• Responsible for day-to-day customer service and ensuring that reported incidents/problems are captured, tracked, monitored, resolved, and closed to the satisfaction of the customer.
• Ensuring that required Helpdesk metrics are reported to the COR.
• Delivered project success on multiple tasks simultaneously in a high-pressured environment.
• Provided training and guidance to customer service personnel and completed annual reviews.

Confidential, Rockville, MD

Customer Service Delivery Manager- PCC Helpdesk

Responsibilities:

• SDM and Liaison between the business owners and resolvers for newly forecasted projects.
• Provide quality customer support while building and maintaining good working relationships.
• Act as the point of escalation for unresolved issues from the Helpdesk in Service Now.
• Assist with the new project onboarding for Service Now. Moreover, the creation of Knowledge Articles, Queue Set Up, CI’s, and Standard Operating Procedures.
• Provide users guidance in incident management by outlining guidelines for opening incidents as well as triaging incidents to the appropriate resolver queues.
• Foster a working relationship with BSDD, Deskside Support and the Concierge Team for faster resolution times.

Confidential, Beltsville, MD

Project Manager

Responsibilities:

• Call Center Management - monitoring, tracking, ensure compliance with service level agreements, scheduling across multiple shifts
• Knowledge of FootPrints ticketing systems, phone hardware and software and other equipment required in a call center setting.
• Provided Training and Quality Assurance using CMS (Collection Management System). Retrieved customer calls real-time and recorded to provide coaching/feedback and scorecard management.
• Tracked the project schedule in SharePoint via MS Project.
• Reporting - Daily & Monthly Reporting via FootPrints Tracking System and CMS Supervisor.
• Cost Management - Analyze and implement process improvements for the Confidential Contract.

Confidential, Washington, DC

Customer Service Team Lead

Responsibilities:

• Analyzed and implement process improvements for the US Coast Guard Information Systems Department 6,000 customers.
• Developed a team which maintained customer service operating procedures & training materials.
• Coordinated refresh project with the government for Navy and Longworth Buildings.
• Acted as Contract Liaison for the Vista deployment and migration.
• Maintained the integrity of the Remedy Database through timely and accurate updates.
• Ensured that USCG customers were served in a courteous and efficient manner. (Managed a team of 20) Ensured successful completion of monthly reports for all departments on the USCG contract.
• Ensured successful escalation and resolution of all software, communications, and LAN/WAN operations problems reported by customers.
• Monitored call performance to ensure that all terms, conditions, and performance objectives are exceeded.

Confidential, Fairfax, VA

Information Technology Helpdesk Manager

Responsibilities:

• Developed and facilitated new hire orientation and maintained SOP’s for new software for 2,000 end users.
• Delivered process improvements for Perot's Systems Information Technology Services Infrastructure.
• Maintained the integrity of Confidential Database, Answer Wizard, and Tracking Manager through timely and accurate updates.
• Dispatched and coordinated with Dell maintenance vendors to resolve all hardware problems reported.
• Monitored call performance and completed all reviews for analyst.

Confidential, Washington, DC

Information Technology Helpdesk & Quality Assurance Manager

Responsibilities:

• Evaluated, analyzed and implemented process improvements for a multi-year Information Technology Services contract for the United States Department of Agriculture.
• Delivered project success on multiple tasks simultaneously in a high-pressured customer service environment. Supported government staff within a federal agency on multiple contracts.
• Responded promptly to USDA end-user service requests & ensured that they were served in a courteous and efficient manner.
• Ensured successful resolution of all software, communications, and LAN operations problems reported by end-users.
• Reviewed and recommended updated software for timely reporting and scanning.
• Maintained the integrity of Help Desk Automation Tool ( Confidential ) database through timely and accurate updates and monitored call performance to ensure that all terms, conditions, and performance objectives of the contract were met.