Service Desk Consultant Resume Bethesda, MD - Hire IT People

SUMMARY:

Experienced IT professional with over 20 years’ experience in Service Delivery, Call Center and IT contract management. My roles included the responsibility of leading the activities of 250+ FTEs in the support of a high volume, multi - tier, 7x24x365 service desk operations including regional local support technicians responding to over 500,000 contacts annually and the operational activities of a global, multi-location, multi-tier support desk for approximately 2,200 corporate customers supporting thousands of end customers. I have extensive background in process improvement, staff development, technology support, efficiency implementation and federal contract management.

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Service Desk Consultant

Ensured the Service Level Agreements were met for the GSA Service Desk which encompassed the Call Center and the local customer facing support. The Service Desk was a high volume, Tier I & Tier II support desk responding to over 500,000 contacts annually. Responsible for the activities of 250+ technical professional employees . The Service Desk supported over 17,000 General Services Administration (GSA) customers on a 24 hour per day, 7 days per week, 365 days per year basis. The local support teams in 14 regions in the US worked 150,000+ tickets annually.
Envisioned and implemented efficiencies while meeting SLA’s as contact volumes increased, while reducing staffing by 10% resulting in significant cost savings annually.
Consistently met Service Level Agreements with 95% or better satisfaction rates.
Implemented required ticket resolution quotas along with process improvements and staffing strategies resulting in ticket backlog reduction by over 50% with a 98% customer satisfaction rating.
Developed and reviewed policies and procedures for continuous process improvement, employee mentoring and customer service in support of departmental objectives.
Implemented and followed the ITIL framework in day to day operations in support of incident management and other ITIL based processes.
Project Manager for integration of additional GSA help desks into the GSA GITGO National service desk. Helpdesks were successfully integrated while meeting Service Level Agreements.
Implemented successful incentive programs which resulted in lowering Average Call times over 1 minute per call for the entire service desk.
Recipient of the Catapult Chairman’s Circle Award 2011.

Confidential

Senior Global Operations Manager

Managed the web hosting business activities in a 7x24x365 Call Center for approximately 2,200 corporate customers (500 large organizations including the NBA, Bed Bath & Beyond, Chicago Mercantile Exchange, Coach, GoDaddy, etc).
Web Hosting supported business web sites with over 20,000 end users.
I was the escalation point for infrastructure outages including web servers, network, (link to the Cloud), firewalls, load balancers, support center, and database related issues; hosting outage bridges until service restoration.
Ensured appropriate customer communication during issue resolution.
Managed the activities of Tier 1, Tier 2 and Tier 3 staff members in 3 call centers; one center in US, one center located in Manila and one center located in Singapore.
Assured Service Level Agreements (SLA's) were maintained per customer contract.
Reduced the Longest Delay in Queue (LDQ) from 2 minutes 30 seconds.
Reduced Average Speed of Answer (ASA's) to 19 seconds.
Assigned action items and deliverables to internal support areas for continued improvement of customer support to improve customer retention and improve product offerings by better understanding customer needs.
Documented and reviewed departmental procedures

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Service Desk Consultant Resume

Bethesda, MD

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