SUMMARY:

• I am an innovative IT professional, with over 25 years’ experience in IT infrastructure, operations, process improvement, service desk and project management.
• I have a proven track record of working with clients to ensure exceptional customer service is provided while transforming low - value, disparate groups into high-value strategically-focused organizations through vision-inspired leadership.
• I leverage my ability and success to identify issues, determine the relevancy and evaluate alternative solutions to resolve complex challenges to deliver sound recommendations and bring stellar support while providing superior customer service to create lasting business results for long term growth.

AREAS OF EXPERTISE:

• IT Management Infrastructure Management Government Operations Support
• Service Desk Management Contract Management Support Change Management
• Project Management Program Management Computer Security
• ITIL v3 Intermediate Organizational Development Software Quality Assurance
• Strategic Planning Process Re-Engineering Tactical Planning
• Technical Migrations Customer Service Teambuilding
• Business Continuity Planning IT Asset Management Leadership

TECHNICAL SKILLS:

Operating Systems: Windows 7, Windows 10, Linux, VMware, Windows Server 2008/2012, Mac, iOS

Telecommunications: Cisco VOIP, Jabber, Polycom Conference Equipment

Applications: Adobe Professional, Citrix, Real VNC, Microsoft Office365, Word, Excel, Access, PowerPoint, Project, OneNote, SharePoint, Outlook, Exchange Server, Magic Help Desk, Service Now, BMC Remedy / TrackIT, Net IQ, Numara Footprints, Spiceworks, iTREZZO, Microsoft SCCM, Front Range HEAT, WhatsUp Gold Network Monitor, NetCool Monitoring, Pidgin, Putty / SSH, Remote Desktop, DSM Remote Control Viewer, VMware Horizon, Microsoft Lync, Intelink Jabber, SysAid Solar Winds Monitoring

WORK EXPERIENCE:

Helpdesk Supervisor

Confidential, Washington, DC

Responsibilities:

• I coordinate, implement, and monitor the overall operations of the IT Help Desk while ensuring compliance with established information technology (IT) related activities in support of 10 Confidential offices.
• Work with team members to develop and implement new and/or updated IT support policies, procedures, and guidelines to provide better system support and operations.
• Lead in conducting special studies, work groups, or projects that result in the identification of new emerging IT trends, issues, and/or areas that need update and/or clarification.
• Work with internal customers to aid and advise end users while troubleshooting problems to provide support that minimizes critical business interruptions.
• Provide desktop, mobile device and primary network support for all employees throughout the Confidential .
• Provide onsite and remote installation, configuration and troubleshooting of computer hardware, software and related peripherals including re-imaging customer workstations, data back-up and migrations when appropriate.
• Work with customers having issues establishing network access protocols to trying to gain local or remote access to Confidential systems.
• Provide account management assistance in Active Directory including account creation, password resets and maintenance.
• Maintained white glove service to key executives to ensure productivity levels were maintained throughout the organization.
• Oversee inception, deployment, management, tracking and retirement of all ITAM equipment.
• Worked with staff to create a knowledge repository in Spiceworks to share information for IT service and support and perform trend analyses to assist with identifying and developing action plans to improve support services.
• Engage and coach staff weekly to become proficient in day-to-day operations to support a diverse Confidential community.
• Served as central point of contact to establish and schedule hardware and software system upgrades and deployments.
• Provided weekly reporting for Helpdesk Staff on services provided for managed Desktop Support, Macintosh Support, Mobile Device Management, Asset Management and IMAC Groups.
• Work with team members to provide oversight to review, validate, and standardize problem resolutions for inclusion in the Spiceworks problem resolution database.
• Serve as Lead Administrator for Spiceworks to enter data into inventory tracking system; verify account status; verify and close service requests, and escalate service requests, if necessary, to management team.

Regional Deskside Support Manager

Confidential, Washington, DC

Responsibilities:

• Responsible for direct supervisory authority for a team of 50 local and regional support techs in the daily support of IT Deskside and Asset Management initiatives to support over 10,000 employees located in the Department of Health & Human Services (HHS), ITIO office located in the Washington, DC metro area as well as 15 regional sites located throughout the US.
• I provided direct daily guidance and oversight for various information technology (IT) related activities in support of the Office of the Secretary ITIO, ASPR, ASFR, OGA, OGC offices while working with government staff to develop and implement new and/or updated IT support policies, procedures, and guidelines to provide better system support and operations.
• Assist partners to provide daily team input for planning and implementing Storage Area Network requirements to support the needs of the HHS environment.
• Performed daily review and analysis of work performed in the organization to assure acceptable quality and quantity of work is being performed to meet provided SLA’s.
• Maintained white glove service to key executives to ensure productivity levels were maintained.
• Provided oversight and guidance on inception, deployment, management, tracking and retirement of all ITAM equipment.
• Worked with user response groups to build and maintain reporting that supported managing, measuring and reporting government sponsored key service-level metric and KPIs such as speed to answer, average response time and mean time to repair.
• Worked with internal and external staff to ensure they understood the use of a knowledge repository to share information amongst all levels for IT service and support and perform trend analyses to assist with identifying and developing action plans to improve service offerings.
• Ensured that all sites in region had emergency IT and facility contacts defined and kept current for central teams to work with in the event of a major incident.
• Engage and coached staff to become proficient in day-to-day operations to support a diverse IT Support community. Served as project manager to formulate plan to work with government OPDIV’s to schedule system upgrades and deployments.
• Provided daily metrics monitoring as well as reporting for HHS Senior Staff and attended breakout sessions, as required. Analyze and evaluated IT network concepts, principles, methods and practices for HHS distributed computing operations for hardware, software, and other off the shelf technologies introduced into the environment.
• Ensured that all Deskside Technical Support Specialist were coached to provide white glove professional support and that response standards were met and maintained while providing troubleshooting / repair services within for desktop and networking support.
• Proficiently reported contracting deliverables to senior staff on services provided for managed Desktop Support, Macintosh Support, Mobile Device Management, Asset Management and IMAC Groups.
• Evaluate and report on new trends and tools in customer support while working with peers to analyze and develop system proposals and coordinate efforts to translate ideas and concepts into new IT systems or support service offerings, which may lead to procurement to enhance customer support delivery.
• Collaborate with a team to develop new systems to automate procedures for collecting, organizing, processing or retrieving data in support of the organization.
• Analyzed proposed policy changes and assess the impact to advise program leadership.
• Managed Microsoft SCCM deployments in a global environment to apply system patching
• Identify, notify, and address potential system problems or customer issues and operational support deficiencies with assigned Program Leads.
• Provided management oversight to a newly developed technical walk-in center to support ITIO customers with mobile device management, remote access issues, perform in-person device, troubleshooting and provisioning with users.
• Entered data into inventory tracking system and add account information into NetIQ Active Directory; verify account status; verify status of and close service requests in Service Now, and escalate service requests, if necessary, to government counterparts.

Site Support Technician

Confidential, Washington, DC

Responsibilities:

• Provided IT support for users with mobile and remote access services to include Apple iOS and Citrix Remote Desktop technologies.
• Met or exceeded all operational and performance-based metrics associated with the incident and service request processes to ensure all critical/high and/ or VIP incidents or service requests are attended to or resolved promptly and efficiently within service level agreements.
• Monitored call and ticket queues to ensure customer calls and tickets were promptly addressed.
• Regularly monitored, reviewed and analyzed operational and performance-based metrics to determine and/or recommend opportunities for continuous process improvement initiatives.
• Ensured all incident and service request tickets are thoroughly documented per SOPs to include analysis of the incident/service request, troubleshooting and resolution steps taken, and follow up with customers to ensure satisfaction.
• Maintained enterprise awareness of system maintenance and outages in Service Now that could impact IT operations and communicate planned/unplanned service outages as necessary.
• Identified, notified and addressed potential system problems or customer issues and operational support deficiencies with assigned Program Leads.
• Built and established white glove services for GSA Key Executives to ensure service level and productivity goals were met and/or exceeded for walk-in customers for mobile and remote access services.
• Leveraged my ITIL experience to help other staff to provide service desk best practices on incident and problem management to drive a continual process improvement environment.
• Entered all data into inventory tracking system and added account information into NetIQ Active Directory; verify account status; verify status of and close service requests in Service Now, and escalate service requests, if necessary, to government counterparts.
• Performed system updates, evaluate and deploy hardware, software and patches, as needed.
• Worked with users in person or remotely to troubleshoot reported problems with VPN connectivity, computer systems and network printers and provide instructions and training.
• Maintained audio-visual display and conferencing equipment and performed system upgrades.
• Troubleshoot network connectivity and PC hardware and software in a mixed Windows and Macintosh network environment.
• Communicated with users having a wide variety of computer skills and assess the criticality of problems and prioritize accordingly to ensure that the most important problems are resolved promptly and documented.

Operational Computer Systems Analyst

Confidential, Fort Meade, MD

Responsibilities:

• As Senior Systems Administrator, I provided overall front-line IT support and technical expertise to analyze system anomalies impacting operations.
• Conducted and performed system updates, evaluate and deploy hardware, software and patches, as needed.
• Performed system monitoring to ensure system/application health and integrity.
• Participated in the development of technical documentation associated with various systems and applications.
• Served as primary point of contact for clients regarding delivery of products and services and coordination of operations floor activities.
• Worked with individual users to troubleshoot any reported problems with computer systems, provide instructions and training, where necessary.
• Managed pertinent information between teams via shift status reports, emails and telephone communications to include Personally Identifiable Information (PII); protecting the confidentiality, integrity, and availability of Confidential 's computer systems and information; identifying and implementing risk-based security controls; conducting compliance reviews of systems, and tracking metrics to gauge compliance and effectiveness; analyzing risks, vulnerabilities and trends to identify and help mitigate threats to support technology and business processes.
• Worked with internal/external departmental groups to explain, advocate and/or express ideas and facts to ensure clear and open communication to ensure program security.
• Installed and configured new hardware and software and performed system performance tuning.
• Used Active Directory to add, remove, update user account information and grant access/permissions across various system platforms.
• Applied system updates, patches and configuration changes, as necessary to the environment.
• Maintained audio/video display and teleconferencing equipment.
• Troubleshoot network and PC hardware and software in a mixed Windows network environment.
• Managed the health and status of system applications and performs routine audits and backups of systems and software.
• Conduct system analysis, develop proposals, and coordinate efforts with OIC to translate objectives into IT system support.
• Collaborate with internal team to coordinate and develop new automation procured for collecting, organizing or processing required data to support daily operations.
• Communicated with users having a wide variety of computer skills, assess the criticality, prioritize accordingly to ensure that the most important problems are resolved promptly.
• Responsible for the overall security of documenting the configuration of the system.
• Answered technical queries, analyze and identify potential computer system issues, and assist users to maintain operational readiness.
• Identified, tested and integrated new technologies into the computer systems environment.

Operations\Service Desk Manager

Confidential, Washington, DC

Responsibilities:

• Provided sound leadership, technical direction and supervisory authority to personnel supporting operations and maintenance activities across the enterprise while evaluating service performance metrics, communicating system performance, leading teams in response to incidents/problems, performing risk assessments, and managing and directing operational staff as needed to ensure managed programs are performing optimally.
• Directed and provided oversight for ongoing LOC operations in the Washington, DC metro are as well as off-site premise computing environments in Maryland, DC and Virginia.
• Managed all activities related to staffing and operating the Service Desk to include vendor sourcing, interviewing, hiring, coaching, mentoring and performance management. Prepared in progress reviews as well as annual evaluations for direct reports.
• Coordinated planning, implementation, and operations of (SAN) Storage Area Network to support the needs of various departments within the user community for shared resources.
• Maintained continuous review and analysis of the groups performance in the organization to assure acceptable quality and quantity of work was being performed to meet and/or exceed required service level agreements.
• Coordinated overall agency activity and security requirements and fostered collaborative framework for stakeholders supporting agency information technology and security initiatives.
• Analyze and evaluate IT network concepts, principles, methods and practices for LOC computing operations for hardware, software, and other off the shelf technologies introduced.
• Developed and implemented organizational vision as set forth with client expectations to integrate key program goals and priorities while continually striving to improve customer service and program performance to create a work environment that encourages creative thinking, mental focus, and consistency in service delivery.
• Served as resident technical subject matter expert for the design, development, testing, implementation and maintenance of new and emerging technologies in Helpdesk software introduced into the LOC distributed computing environment.
• Worked collaboratively with Confidential and government team members to research and develop new systems to provide automation to collect, organize, process or retrieve user data for the LOC.
• Designed and implemented strategies to enhance and maximize employee potential and foster high ethical standards while meeting organizational vision, mission and goals. This includes leveraging diverse skillsets and promoting staff developmental opportunities.
• To achieve results, I stress accountability and continuous process improvement to include the ability to make timely and effective decisions and produce results through strategic planning and implementation of program specific goals and policies.
• Worked with internal/external groups to explain, advocate and/or express ideas and facts to ensure clear and open communication to push programs and projects towards completion as new and emerging technologies were introduced into the system.
• Worked with staff to adapt to new changes and employ improved SOPs and work methods to increase productivity in the computing and support environment.
• Very conscientious and detail oriented when performing work, providing information or assistance to resolve problems or satisfy expectations to providing quality products and services.
• Worked with team leads to use call tracking software tools to determine\ensure requests were addressed efficiently and within stated SLAs to resolve and/or assign incidents to appropriate service queues.
• Prioritized and balanced support team efforts, ensuring both day-to-day work and project work were being addressed in a timely manner by developing and managing key service-level metrics, including average response time, first-contact-resolution rate, call volumes, cost per call, calls handled, calls abandoned, etc.
• Worked with client managers to develop and implement policies and procedures to handle incoming \ outgoing support.
• Managed daily staff schedules and leave requests across all support teams to ensure resource availability to meet commitments, defined service levels, and ensure support coverage for 24x7x363 hours of operations.
• Directed and trained staff in the installation, testing, upgrade and implementation of new hardware and/or software during upgrades and made recommendations, as needed to foster better cooperation and teamwork within organizational customer groups.
• Provided 24 hour on-call support to respond to urgent \ high priority service issues.
• Trained all team members on policies and operational procedures and coached team members to develop solid troubleshooting processes, grow technical knowledge, improve performance and foster a strong client-focused, customer service attitude.
• Worked with team leads and government client managers to manage collective support team performance, providing coaching and feedback to effectively address performance concerns and escalate recurring challenges.
• Produced, analyzed, and reviewed progress reports and Service Desk metrics with support teams to proactively identify improvement opportunities and processes to drive continual service improvement.
• Ensured troubleshooting efforts were completed for recurring problems until workarounds and/or permanent solutions were found and/or implemented.
• Served as the central communicator to other teams on troubleshooting efforts, workarounds, and client reports during service outages and followed up with identified personnel to ensure timely resolution of issues.
• Developed and promoted the use of self-service tools and the use of knowledge repositories to improve end-user satisfaction and reduce staff support costs.
• Maintained current awareness of technology trends, methods, and advances in service desk operations by subscribing to online resources as well as accessing online learning portals.
• Worked with client management to ensure all hardware/software procurements were properly identified, tagged, inventoried and tracked per established guidelines and provided daily/weekly reporting to support the initiative as well as manage hardware and software license and maintenance support.
• Ensured client satisfaction with warranty and repair program by working with internal\external vendors to ensure support was being rendered as per sales contracts and provided management with accurate forecasts for consumption and renewal efforts.

Technical Project Manager

Confidential, Baltimore, MD

Responsibilities:

• Determined long-term system needs and hardware acquisitions to accomplish the organizations’ business objectives and managed an operational budget of $5 million with primary focus in employee salary, contract labor, vendor agreements, travel, equipment purchases, and maintenance and software distribution.
• Provided ongoing support as new and emerging technologies were introduced into the system and adapted employee behavior and work methods in response to ever-changing conditions to the computing and support environment.
• Serve as a technical subject matter expert in the design, development, testing and implementation of newly introduced Information Technology Systems.
• Conduct analysis and research operational deficiencies to translate management objectives.
• Collaborate with internal teams to QA and develop new systems to automate procedures for collecting, organizing and processing data in support of program initiatives.
• Build, test and validate servers prior to deployment to testing centers.
• Setup fully functional LAN for corporate and franchise owners from 5 to 40 nodes by installing and configuring MS Windows servers and workstations, switches and routers, cable\Ethernet plants, printers and surveillance equipment.
• Provided telephony and onsite support for hardware / software upgrades, provisioning and application support including handling site break/fix repairs and maintenance requests.
• Conducting remote technical support using tools such as RDP, Terminal Services, and WebEX
• Collaborate with QA Department to test and document new hardware, software and processes.
• Worked with 3rd party vendors and partnerships to ensure expectations were being met.
• Helped to resolve long-standing inter-company departmental conflicts; elevated employee morale and decreased high technician turnover rates, achieving the best retention rate (96%) in the company and as a result was awarded the 1999 Employee of the Year Award for the Prometric Logistics Unit.

IT Service Desk|Help Desk Manager

Confidential, Baltimore, MD

Responsibilities:

• Responsible for providing customer support to corporate clients and franchisees on technical issues from inception to resolution. This included phone, desk-side, and remote support.
• Ensured all reported incidents were identified, prioritized and resolved; including monitoring, tracking and coordination of Help Desk functions.
• Managed the development and maintenance of knowledge-based catalog entries for Help Desk operations and field support to ensure compliance with established service level agreements.
• Serve as a technical subject matter expert in the design, development, testing and implementation of newly introduced Helpdesk Application Systems.
• Collaborate with internal teams to QA and develop new technologies to automate procedures for collecting, organizing and processing data in support of program initiatives.
• Provided daily internal and external support for voice, data, and video communications systems and responded to customer inquiries regarding technical problem notifications and documented customer trouble reports in McAfee Help Desk
• Provided new and emerging technology support while training staff to adapt behavior and work methods in response to changing company and technology initiatives.
• Serve as the Incident Lead with responsibilities over the management of the ITSM queue including incidents/requests/changes/tasks
• Participate and managed after-hours and weekend support rotation for the basis of after hour support model
• Respond to and resolve second/third level computer support and troubleshooting

Helpdesk Specialist | Data Center Operator

Confidential, Columbia, MD

Responsibilities:

• I was responsible for the overall operation of LAN/WAN communication efforts to ensure related test materials were edited and available for download, at the appropriate times.
• Responsible for day-to-day operations to provide hardware and software technical support remotely, via telephone, and face to face while fostering cooperation and teamwork.
• Assisted end users to perform hardware / software installations and perform diagnostics to include laptop setup and configuration, create, assign and resolve user service requests and document details on work performed in custom ticketing system.
• Implemented desktop hardware, installed printers, faxes and provided users assistance with MS Office and other COTS application software.
• Answer calls, tickets and other requests in a timely manner and take ownership of customer questions and problems and track them through to resolution.
• Responsible for routing issues to the appropriate group, if a resolution is not readily available and for maintaining all desktop images and for setting standards for desktop hardware.
• As requirements changed, I was responsible for providing ongoing support as new and emerging technologies were introduced into the environment. This included changing response and work methods to provide top notch support.
• Planned, setup, staffed, and led the Copyright Help Desk organization from ground zero to improve the back log of Copyright applicants’ needing technical assistance to file proper online documentation for their works.
• The organization continued to grow dramatically and now provides support efforts consistent with customer requirements.
• Led a variety of projects successfully, including: Workstation Configuration Management (WCM) deployment of Windows XP workstations, Library of Congress (LCE Early Americas Exhibit), and configuration, validation and deployment of Telework computers.
• Performed numerous process reengineering activities, utilizing my management and information technology experience. These included: Continuity of Operations (COOP), workstation deployment, application distribution, workstation support, and document configuration management process. The reengineering improved the operation of the processes and documentation where none existed before.
• I worked with government client to devise a just-in-time inventory system that allowed ITS\EUC to scale back on inventory stored in warehouses that was going into surplus and causing loss of fiscal resources. I evaluated what equipment was being requested from the field and by whom and proper forecasting plans allowing us to reduce cost by estimated tens of thousands of dollars per fiscal year.