EXECUTIVE SUMMARY:

I am an experienced IT Service Management professional. I work with organizations to manage their Enterprise IT Services, to the end that is operational excellence. The processes of Digital Transformation can be of significant benefit, and of significant challenge. My goal is to provide organizational leaders with the support they deserve, to deliver quality services, in these modern times.

FUNCTIONAL ITSM SKILLS:

• Service Desk Management
• Information Security
• Technical Management
• Service Design
• Incident Management
• Request Management

TECHNICAL PROFICIENCIES:

Hardware: Lenovo Desktops/Laptops; Dell Desktops/Laptops; HP Laptops; Cisco Phones; Mac Desktops/Laptops; IPhone; Various Android Mobile Devices; Surface Pro; Konica Minolta Printers; Xerox Printers; HP Printers

Operating Systems: Windows XP; Windows 7; Windows 8.1; Windows 10; Windows Server 2008; Windows Server 2012; Windows Server 2016; Mac OS X; Chrome OS

Technical Management Solutions: SCCM; InTune; LogMeIn; PC Anywhere; TeamViewer; Bomgar; Remote Desktop; Hamachi VPN; Juniper Pulse VPN; MaaS360 MDM; WSUS; WDS/MDT; GPO Console; Powershell

Productivity Solutions: SharePoint Online; SharePoint Server 2010; SharePoint Server 2013; SharePoint Server 2016; Exchange Server 2010; Exchange Online; Exchange Server 2010; Exchange Server 2013; Exchange Server 2016; Microsoft Teams; Skype for Business; Box; BlueJeans; G Suite Enterprise; WebEx; Jive

Virtualization Solutions: Hyper - V; Oracle Virtual Box; Citrix; Parallels

Desktop Applications: Office Suite 2010; Office Suite 2013; Office Suite 2016; Nitro Pro; Adobe Creative Suite; BlueJeans; WebEx; AutoCAD; BlueBeam; IE; Chrome; Microsoft Teams; Microsoft Visio; Skype for Business

Identity & Access Management Solutions: Active Directory User & Computers; Azure Active Directory

Security Solutions: Sophos; Cylance; Hitman Pro; Malwarebytes; CC Cleaner; Secret Server;

ITSM Tools: ServiceNow, BMC Remedy, Dell KACE 1000, Altiris, Cherwell, BMC Track-IT, ZenDesk

EXPERIENCE:

Confidential

ITSM Administrator

Responsibilities:

• Confidential is an Information Technology Services organization, that specializes in Digital Transformation and IT Service Management.
• After joining the organization, as a Convergenz Consultant, I provided Service Design, Administration, and Support services to the Microsoft 365 team, in an ITIL structured environment.
• Our team served as Managed Messaging and Collaboration Service Providers, supporting operations of multiple US Public Sector organizations.

Confidential, Bethesda, MD

ITSM Support

Responsibilities:

• I provided technical support services, for the HQ Service Delivery team. By implementing various ITSM processes, I acted as the Tier 3 point of escalation for Service Desk Incidents, Requests, and Projects. I reported to the Service Delivery Manager.
• Duties included Serverside and Desktop administration of the following IT Services:
• Identity & Access Management Services Mobile Device Management Services Client Systems Management Messaging Services File & Sharing Services In-House LOB Applications COTS Productivity Applications VOIP Services Video Conferencing Services Printing Services Endpoint Intrusion Protection Services

Confidential

ITSM Lead Administrator

Responsibilities:

• After joining the firm as a consultant, I lead IT Service Management efforts for the Service Desk team, delivering ITSM Services to more than 7 departments and 11 nationwide offices.
• By implementing various ITSM processes, I oversaw the day to day management of Service Delivery, as well as Technical Project Support.
• Consultative Services
• Design and conduct IT Orientation for staff member onboarding Design and conduct IT Service training workshops, for Executive and Project Staff Design and deliver end user "How To" documentation Partner with leadership to collect IT Service requirements Collaborate w/ Engineering department to Design, Transition and Improve IT Services Partner w/ external IT Service Vendors to Select, Design, Transition and Operate IT Services Partner w/ Project Team leaders to improve delivery of IT Services, producing business value
• Design, document and deliver SOPs for Service Desk Technicians Conduct structured training sessions for Service Desk Technicians Serve as senior point of escalation for Service Desk Technicians, regarding complex Incidents and Requests Provide expert diagnosis and the immediate plan of action, for IT Service Problems, as they arise Design scope of work and job descriptions for Service Desk talent acquisition Provide Service Desk Technicians with guidance and support for IT Service Change Management Inventory and Asset Management
• Identity & Access Services Support Mobility Services Support Data Storage Services Support Messaging Services Support File & Sharing Services Support COTS Productivity Application Support VOIP Services Support Video Conferencing Services Support Printing Services Support Network Security Appliance Support

Confidential

Help Desk Technician

Responsibilities:

• After joining the organization as a Contractor, I supported the Service Desk's technical operations for HQ and 48 state delegate offices.
• By implementing various ITSM processes, I acted as the Tier 2 point of escalation for technical Incidents, Requests and Projects.
• I reported to the ITS Customer Support Manager. Duties included Serverside and Desktop administration of the following IT Services:
• Identity & Access Management Services Endpoint Devices Remote Monitoring & Management Services Messaging Services File & Sharing Services In-House LOB Applications COTS Productivity Applications VOIP Services Video Conferencing Services Printing Services

Confidential

Help Desk Specialist

Responsibilities:

• After joining the firm, as a contract technical consultant, I supported the Service Desk's end-user support operations.
• By implementing various ITSM processes, I acted as the 2nd Tier of escalation for end-user Requests, Incidents, and Projects.
• I reported to the IT Manager. Duties included Serverside and Desktop Administration of the following IT Services:
• Identity & Access Management Services Endpoint Devices Remote Monitoring & Management Messaging Services File & Sharing Services COTS Productivity Applications VOIP Services Video Conferencing Services Printing Services

Confidential

ITSM Support

Responsibilities:

• I supported the Service Desk's end-user support operations.
• By implementing various ITSM processes, I acted as the first point of contact for end-user Requests and Incidents.
• I reported to the IT Manager. I reported to the ITS Customer Support Manager.
• Duties included Serverside and Desktop Administration of the following IT Services:
• Identity & Access Management Services Endpoint Devices Remote Monitoring & Management Messaging Services File & Sharing Services COTS Productivity Applications VOIP Services Video Conferencing Services Printing Services