Summary

15-year veteran IT professional with a reputation for excellent communication, interpersonal and organizational skills coupled with hands-on, systems development and technical skills that has proved invaluable to my clients.

Key Competencies

• Project Management PMP Certified
• Customer Relationship Management CRM
• ITIL Practitioner ITIL Certified
• CMMi Maturity Level 3 Standards and Guidelines
• Business Process Evaluation Development
• Requirements Analysis Systems Development
• Performance Evaluation Management
• Security Clearance
• Department of Defense Secret Clearance, Inactive, Expires 2014

Professional Experience

Project Lead Business Analysis and Remedy Development

Confidential

Maintained an exceptional relationship with the client through 3 different vendors and lauded for both high level of technical aptitude and interpersonal skills.

• Manage the daily operations of 3 separate enterprise BMC Remedy tasks at the Federal Communications Commission FCC processing approximately 40,000 requests from the public and internal customers per month.
• Developed and maintain Project Management, Change Management, Configuration Management, and Release Management Plans for each system and project these are used as standards for the organization and to achieve a company CMMi Level 3 Maturity Level.
• Increased the company presence for business analysis and Remedy product support by five 5 employees during major agency budget cuts.
• Oversight, leadership and mentoring of three Business Analysts and four Remedy Administrators/Developers responsible for requirements gathering and analysis, design, development, implementation, and sustainment.
• Evaluation, development, and mapping business processes to systemic requirements.
• Documentation of testing procedures, user guides and training materials, and procedures detailing the configuration and maintenance of the systems.
• Gathering and submitting monthly contract performance metrics and reports to Program Manager and client with proactive recommendations for improvement.
• Serve as team point of contact for Program Manager and client.
• Conducting site assessments and developing and executing upgrade implementation plans, including equipment procurement, change scheduling, and logistics.
• Maintaining communications with the customer, end users, sub-contractors and vendors as appropriate to ensure issues and client needs are addressed holistically by the organization.
• Maintain security, integrity and business continuity controls and documents.
• Recommends ne tools or procedures based upon customer requirements.
• Assist in changes to the current implementation to ensure alignment with Sections 504 and 508 of the Americans with Disabilities Act ADA .
• Develop and maintain user documentation, including user manuals, quick references, and training documentation
• Designs systems and programs to meet highly complex business needs. Prepares detailed specifications from which programs are developed and coded. Creates appropriate documentation in work assignments such as program code, and technical documentation.
• Conducts quality assurance activities such as peer reviews to ensure alignment with both company and customer quality standards.
• Represents company in presentations or conferences involving customers, co-contractors, suppliers, competitors, academia or the public.

Help Desk Manager

Confidential

Responsibilities included:

• Management of the daily operations for an IT infrastructure and support contract at the Federal Trade Commission.
• Served as the Deputy Program Manager and oversight of service desk operations, asset and change management, subcontractors, and personnel.
• Liaison with customers to assess quality of service received and to implement ne procedures to correct any shortcomings.
• Training and supervision of 3 leads and 17 technicians in four areas including Service Desk Call Center, Satellite Service Desk, Parts and Hardware and IP Phone support for over 1,200 customers, including serving as the liaison with the Executive Leadership of the organization.
• Developed skills assessment and training for all contract staff.
• Documentation of procedures, tip sheets, and training materials detailing the installation, configuration and operation of hardware and software packages.
• Ensuring adherence to Service Level Agreements and contract requirements.
• Gathering and submitting contract performance metrics and reports to Program Manager and client with proactive recommendations for improvement.

Senior Technical Support Specialist

• Built and managed a Satellite Service Desk supporting over 560 customers, including Executive Leadership.
• Built and documented Satellite Service Desk training documentation, SLAs, policies, and procedures.
• Supervised and trained three mid-level technicians on both technical skills and administrative functions of their jobs.
• Documentation of procedures, tip sheets and training materials detailing the installation, configuration and operation of hardware and software packages.

Support Specialist

Confidential

• Performed Help Desk functions for the field office including desktop, laptop, software, hardware, and network technical support
• Coordinated all maintenance of a hierarchical database containing over 200,000 contacts and associated information.
• Field Office Liaison with corporate IT department on the purchase, installation, and upgrade of various software and hardware.

Asst Director of Residence Life

Confidential

• Supervision, mentoring, and management of 40 staff.
• Design, development, and implementation of student housing database. This involved researching industry best practice
• Facilitated user interface and design requirements for the database including menus, reports, and other specialized functions.