SUMMARY

• I am a talented and tech - savvy manager, leader, and contributor with demonstrated success in providing comprehensive support for small, medium and large-scale business-critical environments.
• I am committed to developing value-added tools and procedures that improve service quality for your organization.
• Proven and experienced leader, director, manager, director of people; and able to organize people in groups to operate as effective teams.
• Customer-focused, highly organized self-starter with effective customer-service skills and demonstrated ability to manage and articulate technical aspects and pre-sales projects, architect tailor-made customer solutions, build relationships, communicate solution strategy and product offerings, and provide technical expertise, support and training to internal and external clients and customers.
• Solutions-driven professional with extensive experience in project management, and implementing technical solutions for fast-paced organizations.
• Used trends and metrics to ensure efficiencies, growth and performance.
• Articulate reports to other areas of the business to aid in company success.
• Resourceful, creative problem-solver with proven aptitude to analyze and translate complex customer requirements and business problems and design/implement innovative custom solutions.
• Motivated achiever who exceeds goals, has been promoted regularly, earned highest customer satisfaction ratings for the last 10 years, and has garnered numerous awards.
• Articulate communicator who can fluently speak the languages of both people and technology, blending technical expertise with exceptional interpersonal skills while interacting effectively with customers, sales staff, and technical/engineering teams; adept at delivering presentations and demos.
• Willing to travel extensively.

AREAS OF EXPERTISE

• Project Management Problem Solving (Business/Technical) Business Need Assessment Design Metrics/Trend Analysis Strategic/Tactical planning
• Management with Direct Reports Requirements Management & Business Process Software Development Lifecycle (SDLC) SOP/SLA Development Inventory/Asset Management
• Client Server Technologies
• Network Concepts
• Wordpress Website Design/Management
• Microsoft Office Suites
• Customer Relations Management Tools
• Web-Based Technologies
• Windows based Operating Systems
• Apple/Mac Based Operating Systems
• Adobe Suites
• Issue/Bug Tracking Tools

PROFESSIONAL EXPERIENCE

Senior Global Manager

Confidential, Lanham, MD

Responsibilities:

• Managed day-to-day staff of two supervisors and as many as 40-45 support engineers to provide software and customer support for Global Confidential Software. In my first six months, I reorganized and restructure the team to decrease backlog case volume by 95%.
• I used trends and metrics to identify gaps in proficiency and accuracy.
• Utilizing the Three-legged stool concept, I organized collaboration with sales and product management to develop relationships that allowed service level agreements to be realistic and goals be realized.
• Created training concepts that allowed for knowledge growth among all team members.
• Managed a remote teams in Appleton, Wisconsin; Minneapolis, MN; Troy, NY; England, UK, and Sidney, Australia.
• Implemented 1-on-1 regular meetings, and daily team meetings (at the start) to understand wins and challenges, and to ultimately build and enhanced user experience that sought to serve, grow, and retain customers.
• Used necessary metrics to improve the internal and external customer experience, and to help to grow staff members.
• Traveled, at times 100% to remote offices and locations.
• Hired as Manager in 2010
• Promoted to Global Manager in 2011
• Promoted to Senior Global Manager/Director in 2013

Senior Support Manager

Confidential, Greenbelt, MD

Responsibilities:

• Managed day-to-day staff of three supervisors and 9 support engineers to provide customer support for infectious disease computer system in 50+ hospitals in the US and UK.
• Team reorganization and structure decreased backlog case volume by 75%
• Using ITIL Foundation areas of Service Delivery, improved Incident, Problem and Change Management processes.
• Decreased overall case volume by 38%
• Decreased average time to respond by 25% in the first three months of management, and by 68% within the first six months of management.
• Collaborated with other Managers and Department Directors to determine best practices for improving the overall product effectiveness using the Software Development Life Cycle Methodology best practices.
• Evaluated and Proposed Process reengineering to improve Team efficiency and productivity
• Improved team morale with cross-training and helping to diversify support backgrounds for support engineers.
• Established award program for accomplishments, which increased productivity.
• Created reports for metrics and trends to help guide department and company direction and focus.
• Established customer feedback system to measure support engineer success and challenges.
• Met with external support managers to ensure effective customer support in areas where there was specific concerns.
• Collaboration helped to improve communication between internal and external partner, and improve team morale.
• Managed, scheduled and deployed new hardware (desktop and peripherals) to internal staff, and 20+ software releases and rollouts for Vecna proprietary software to external hospital customers, using LanDesk Software and ITIL Change Management Best Practices.
• Received Manager of the quarter for Q3.

Senior Support Manager

Confidential, Herndon, VA

Responsibilities:

• Managed day-to-day staff of two team leads and 17 Tier 3 Support Analysts located in seven states in the US, the UK, and Adelaide, Australia to provide technical support for three Confidential .
• Team re-organization led team to decrease case backlog by 30% in the first three months.
• Improved overall Customer Satisfaction scores by 13% in the first three months.
• Re-organized team to provide skills-based-call routing and cross-training
• Conducted Senior Summit in Houston, TX to cross-train senior engineers and provide specific expectation and leadership for junior engineers
• Managed Software successful Integration of Web Applications for Time and Expense and Costpoint Suites in 4 web server environments.
• Following company’s sunset of product line, assumed leadership of two additional teams to increase productivity by 20% in first two months and improve overall customer satisfaction scores in the first three months.
• Published Team Newsletter highlighting engineers and their accomplishments, and to provide technical tips and tricks resources.
• Promoted to Senior Manager after first six months of hire.
• Successfully completed AMA Core Management Skills
• Received Outstanding Case Volume Decrease for Team. (includes decreasing average wait time, and decreasing net case volume).

Project Manager

Confidential, Washington, DC

Responsibilities:

• Managed Server Operations Integration Projects for the Office of Chief Technology Services (OCTO)
• Through the Use of SWOT Analysis, gathered required information to successfully address challenges and limitations of Server Operation Projects.
• Successfully Migrated 13 agencies from external rack space environment to consolidated virtual machines environment in the OCTO environment Data Centers.
• Developed and coordinated successful project plans for rack space consolidation effort in the Data Center Integration for OCTO Server Operations.
• Researched and developed the VMware architecture and presented proposal to agencies for approval.
• Oversaw 15 migration projects from agency to data centers Integration and Migration
• Created and Managed Business Rules and process flow for Integration and Migration Projects throughout 11+ DC Government Agencies.
• Maintained and reported weekly metrics and trends and resource usage to the Director of Server Operations.

Project Manager/Coordinator

Confidential, Fairfax, VA

Responsibilities:

• Successfully completed analysis of agency-specific needs and provided best practices for help desk operation.
• Completed Study and Recommendations Proposal for HHS Help Desk Operations
• Identified challenges in staffing and skills gaps; which proactively let to company cross­training and re-arranging according to staffing needs for FDIC
• Successfully Managed, Tracked, and Reported Service Level Agreements for FDIC

Helpdesk Manager

Confidential, Falls Church, VA

Responsibilities:

• Managed 11 Support Engineers to provide Tier 1, 2 and 3 Help Desk phone, deskside, and remote support, including service desk coverage and issue tracking.
• Addressed Service Level Agreement requirements and compliance.
• Provided direction and over site for Tier 3 Hardware and Software deployments and patch management for internal customers using SMS Software Distribution
• Coached, monitored and trained support engineers and ensured government knowledge, training and skills compliance
• Used daily, weekly and monthly reports to track success, including but not limited to call management analysis, hardware repair, ACD phone activity, and customer satisfaction
• Drafted and deliver broadcast messages to internal government clients to ensure consistent communications with the Help Desk
• Received Certificates for completion of 7 MCSE Training Courses
• Awarded Cash bonus and recognition in 2001 for Outstanding Performance Award