Customer Service Director / DSS Contract Resume

SUMMARY

Effective, talented and tech - savvy information technology specialist with over 20 years of Information Technology experience with demonstrated success in providing comprehensive support for network connectivity, applications, hardware, and operating systems for mission critical technologies.
Managing the internal relationship with information technology (IT) process owners supporting the service, assisting with the definition and agreement of operating level agreements (OLAs).
Organized leader with a track record of developing value-added tools and procedures that improve service quality. Developing, executing, and managing methods to monitor and measure risk, compliance, and assurance efforts. Providing expert technical advice, guidance, and recommendations to management and other technical specialist on critical information technology (IT) issues.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Customer Service Director / DSS Contract

Responsibilities:

Confidential

Help Desk Manager

Responsibilities:

Confidential

Operations Manager

Responsibilities:

Developed and implemented complete asset tracking program for entire organization.
Expanded and executed daily operating and service desk procedures
Took over helpdesk with over 3000 unresolved tickets and a 3% ticket closer rate with an un-satisfaction customer rating to a 99.6% closer rate and an outstanding customer satisfaction rating.
Developed an IT Life Cycle Management program that tracked and transferred support services for IT department and end-user community. Train new employees in daily problem management and service operations.
Trained IT staff on cybersecurity issue like phishing, cell phone security, laptops encryption.

Confidential

Help Desk Manager / Deputy Program Manager

Responsibilities:

Built up, maintained and supervised 25 help desk personnel and system engineers to improve service and maximize staff utilization
Devised and programmed a help desk automation system using BMC Remedy Action Request application to track, monitor and report all support and task activities.
Provided support services for all company systems and networks, including all PC desktop applications and VTC systems supporting over 750 Government and contractor personnel and over 5000 customers worldwide.
Worked with the Engineering staff and IA team to receive an Authorized to Operate (ATO) cert from DISA for customer network. This had not been achieved in over 5 years

Confidential

Deputy Help Desk Manager

Responsibilities:

Supervised team of 10 help desk professionals, assigned daily work order tickets as well as completed Tier III work order tickets while staying on track with current SLA’s.
Completed VTC requests and A/V support to contractors up to Chief Naval Officer of the Navy.