CAREER SUMMARY:

Over 20 years proven ability to successfully analyze critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost - effective solutions for enhancing competitiveness, researching customer behavior and improving customer service offerings. This unique combination of hands-on experience, coupled with state-of-the-art, and a supervisory background have prepared me to hit the ground running as a network administrator for any size network working independently or leading a team.

SOFTWARE AND OS EXPERIENCE:

• Microsoft 2007, 2010
• SolarWinds - Network Monitoring Tool
• Microsoft Office 365
• Microsoft SQL Server
• Mac OS - 10.5, 10.6, 10.9, 10.10,10.11, 10.13
• Visio
• ISS Network Sensor 7.0
• Remedy 6.9, 7.0 & 7.1.0. 9.1
• ISS Network Server 7.0
• Heat
• Surf Control Internet Filtering 4.5
• Mobile Armor
• SharePoint
• LANDesk 8.0 (Ivanti)

WORK HISTORY:

Confidential

Service Center Manager

Responsibilities:

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintain, weekly and monthly SLAs reports for upper Management and Federal Leadership; to ensure address concerns and improve processes.
• Provide supervisory oversight for all Call Center troubleshooting and triage support of all service requests. Investigate any job or system failures and participates in the correcting of the problems as quickly as possible. Ticket escalation, mobile services support, and management of knowledge base articles and SOPs.
• Responsible for overseeing Service Center personnel, and responsible for total ticket ownership (from generation through completion) of service requests within the enterprise ticket management system. Ensuring customers receive efficient and timely first and second level support to ensure that service levels are achieved in line with the SLA’s, and ensure customer expectations are met or exceeded. Responsible for improving, optimizing, standardizing, and streamlining customer support processes that yield improvements in customer satisfaction.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance.
• Oversea Call Center recruiting, orienting,, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares Call Center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job s.
• Weekly meetings with other support Teams to help identify, develop and execute test plans; planning and controlling implementations.
• Maintain network analysts are consistently meeting SLA’s and maintain up to date information on all SOP’s and process documents. Ensure all technical aspects of new IT are met to include hiring,, SLA’s, reporting, special projects and customer relations. Coordinate technical resources to resolve LAN/WAN problems in timely manner and maximize system uptime within SLA requirements. Create and enforce all standard operating procedures, processes and project direction for IMC business.
• Collect and track relevant data and statistics and record network operations support s for inclusion in weekly reports. Check Solar Winds concerning network and systems status on a recurring basis and take or initiate action to address problems or issues. Assign new work orders to operations support technicians/engineers within one hour of critical and non-critical notification for any urgent action. Provide weekly statistical reporting Root Cause Analysis (RCA). Maintain a log and track metrics on network outages.
• Ensure all tickets are acted on promptly, effectively and closed out promptly, meeting established metrics, service level agreements, and contractual obligations .
• Maintain the operations support duty roster. Make sure that 24/7/365 customer support is available. Review shift and work order logs for completeness and accuracy.
• Provide guidance, and mentoring to team to ensure that team goals and operational continuity are met, and informing Management, Federal Leadership and peers about network performance and service availability.

Confidential

Service Desk Operation Manager

Responsibilities:

• Consistently provide management analysis of policies and procedures to identify areas of opportunity within the organization, recognize solutions to improve internal workflow processes that will ultimately enhance the services offered to customers.
• To provide design, development, testing, implementation support, software licensing, and services to support the Federally Facilitated Marketplace. To support CMS approved new and revised requirements and provide an iterative agile approach to programming that provides the best opportunity to incrementally build and test software functionality.
• Adjusting the automated telephone-dialing system to increase productivity by 30%. This would allow support agents to handle live calls without having dropped and less disconnected customers.
• Meet weekly with Senior Leaders to assist them in achieving the necessary change management in their organizational processes; encourage discussion of differences to generate the best options for implementation.
• Act as a focal point and leader to all quality related programs - Direct QA activities to ensure maximum service quality and effectiveness to the customers. Perform ongoing review of project status; identify risks; document project progress, timelines, and successes to maintain program course; assess results and offer recommendations to senior leadership to improve service delivery to customers.
• Responsible for identifying problem areas, trends and similar factors within the day-to-day operations; served as leader in several task forces to recognize solutions.
• Utilize customer relationship management software (CRM) to streamline operations, gather key information on customers, and personalize the customer’s experience based on their known history and prior interactions; CRM application also assist with managing staff at multiple locations to ensure continuity.
• Participate in weekly progress meetings with CMS officials to provide technical assistance and offer solutions to issues plaguing the successful operation of the program.
• Monitor and conduct programs to effectively develop employee skills and performance.
• Staff modeling for Workforce Management, conduct long range scheduling for recurring open enrollment period from October - February yearly to the organization.
• Developed and nurtured the Operations department’s cultural infrastructure/work environment to provide the organizational capacity to meet performance standards/metrics, operational efficiency, and improved service delivery to the customers.
• Interface with team members and management to anticipate and manage changes to projects, such as but not limited to, technical requirements, business requirements and schedule.
• Launched and managed Quality Audit program to measure customer’s satisfaction, ensure servicing of customers and provide on-going coaching & development of associates.
• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Decrease Service Level Agreement (SLA’s) by 50% for inbound phone calls from 6 seconds to 3 seconds per agent.
• Resolve customer issues effectively or escalate them to appropriate support Tiers.
• Work with management in assessing staff performance/reviews/changes.
• Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning

Confidential

Director of IT Operations

Responsibilities:

• Confidential was created to provide strategic/scalable IT Solutions for small - mid size firms, commercial businesses, and state & Federal agencies. Our goals were to provide cost effective, innovative service solutions that are focused on the core business needs for our clients.
• Our core services were Desktop Management & Support
• Helpdesk/Service desk support
• Network design (physical & virtual)
• Secure Cloud Services
• Desktop Refresh
• Security testing & evaluations
• Cabling/wiring installation
• Privacy Impact Assessments
• Business Impact analyses
• Responsible for targeting specific areas in which our company may need to improve operational efficiency. This include in monitoring revenue margins and worker productivity, as well as implementing new directives for business growth. Overseeing new proposals requests (RFPs) for new business opportunity.

Confidential

Technical support Manager

Responsibilities:

• Manage two help desk support specialists
• Support of 70+ remote locations
• Design and enforcement of request handling and escalation policies and procedures
• Enforcement of service levels agreements in consultation with end users to accomplish problem resolution expectations and timeframes
• Analyzing the performance of team activities and documented solutions, identification of problem areas, design and delivery of solutions to enhance the quality of service and prevention of future problems or repeat issues
• Maintenance of Active Directory accounts Support of computer hardware and software

Confidential

Help Desk Manager

Responsibilities:

• Manage all actives related to the staffing and operation of IT Service Desk
• Direct staff in recognizing, identifying, isolating, and resolving problems with information systems product and services
• Establish and implement policies and procedures and ensure system goals and company/ customer objectives
• Study and project support resource requirements including personnel, software, equipment and facilities (make recommendations to contracting management)
• Provide First and Second - level support for desktop computers and notebook LCM roll- outs. I’m currently working with tier 3 administration supports.
• Monitor and support incident and problem management process
• Using application tools like Remedy to streamline interaction with change Management, incident problem solving, and configuration management process.
• LANDesk management to discover devices attached to our network. Software inventory management and remote desktop to our customers.
• Responsible for providing daily, weekly, and monthly reports on the performance
• Responsible for staffing Central Service Desk with qualified candidates, that have the appropriate tools, processes, and experience required to perform their job to the best of their ability.
• Responsible for developing the analyst's work schedule to ensure adequate Help Desk coverage during the required hours of operation.
• Responsible for overall projects' success and communications to either the customer or internal program manager.

Confidential

Network Administrator

Responsibilities:

• Performs application association in the new Windows XP desktop environment, i.e., makes existing applications available to customers upon request and proof of license.
• Provides direct desktop support through remote control of the customer's PC, when appropriate
• Provides direct desktop support for all LAN supported divisions. Monitors, dispatches, and resolves Remedy tickets for assigned customer areas. Performs desktop visits for software and hardware troubleshooting.
• Performs new user account and PC setups, OA and production desktop application installation and troubleshooting, virus eradication, and laptop installation, configuration, and troubleshooting.
• Lotus Notes support - Perform Lotus Notes workstation and local network archiving, Modify and updated mail- in database list. Drop user ID for Lotus Notes Password reset, Configured and restore Lotus Notes inbox database. Reset or change Lotus Notes Browser and Sometime password. Basic fixes for Archive errors

Confidential

Help Desk Manager

Responsibilities:

• Help Desk Manager overseeing a team of four Help Desk technicians. Providing first, second and third level tier operational support.
• Created new Network Infrastructure and Security design.
• Created new assets management database for physical Hardware (Workstation & Servers,) and software.
• Administered and manage Blackberry devices. Administered and installed MS Exchange server 2003.
• Security Evaluation of Network Infrastructure, Password Policies and restrictions. Task with administration strategies, like Backup system evaluation, workstations vulnerability assessment and security patches.

Confidential

IT Security Specialist

Responsibilities:

• Responsible for network security for the LAN and WAN of the Administration for Children and Families (ACF), Office of Administration, Department of Health & Human Services. Duties entailed detecting and reporting vulnerabilities, attacks and misuse of network infrastructure as well as detecting and reporting Internet misusage.
• Integral member of the IT security team tasked with developing overall IT Security Plan.
• Deployed Intrustion Network Server Sensors and maintained the SQL Server Intrusion Detection Database.
• Graduate of the Internet Security Systems, Inc. program in 2001.

Experienced with the following security detection and prevention software:

• Proventia Intrustion Prevention/Detection
• RealSecure Server/Desktop Module & Real Secure Server Sensor
• System Scanner SiteProtector, SiteProtector Reporting, and SiteProtector Fustion

Confidential

Network Administrator

Responsibilities:

• Assisted with development of Primary Domain Control (PDC) and Binary Domain Control (BDC) servers.
• Established NT administrator procedures for applications, account management and system backups. Troubleshot network outages and network performance. Monitoring and reporting of system performance. Provided technical support for NT workstations.
• Maintained network connectivity and installed all services and protocols on NT desktops. Provided technical support for telecommunications system. (Managed PBX, and wiring). Network administration team maintained a 99% network availability factor.

Confidential

Network Administrator/Help Desk Manager

Responsibilities:

• Network Administrator and Help Desk Manager for the Community Oriented Policing Services (COPS), Department of Justice.
• Help desk Manager overseeing a team of four Help Desk Technicians.
• Provided first level operational support to include identifying and solving user software applications and hardware problems across the COPS network.
• System NT Administrator responsible for creating user accounts, setting permissions on files, setting profiles, and overall maintenance of the user accounts.
• Exchange Administrator responsible for creating and deleting user accounts, assigning NT permissions, setting up specific rights, access to public groups, and distribution lists.
• Provided phone and desktop tech support for COPS network.
• Network responsibility duties include using network diagnostic tools to troubleshoot LAN wiring and dial-in communication devices.