Profile

Highly motivated and enthusiastic IT Professional with experience in operations management, operations support and technical support capacities in the government sector. Commended for producing high quality work with solid attention to detail. A team player with strong leadership qualities, effective decision-making skills and the ability to operate independently.

Experience

GSA Technical Operations Contracts

Confidential

Enterprise Technical Support Manager,

• GTO a 240 million, five year, 17,000 user infrastructure consolidation project for General Services Administration GSA .
• I have promoted my way through the organization from a Service Desk Analyst though Enterprise Support Manager.
• Currently managing 14 teams of more than 150 IT Support Technicians that are located across the country as well as Europe and Asia. This also includes managing 13 major data centers housing GSA's entire infrastructure.
• Successfully created and led Remote Local initiative to reduce Local Support ticket backlog from more than 4,600 open tickets to less than 2,000 over 10 months in 2012.
• Create ad hoc reports to assist in tracking statistics and meeting strict Service Level Agreements.
• Responsible for creating and submitting Contractual Deliverables to the GSA.
• Concurrently manages numerous Enterprise Security Mandates while meeting Service Level Agreements.
• Broad knowledge of all aspects of the GSA and support groups due to range of job duties while promoting through the ranks.
• Attends and conducts many meetings with high level GSA Customers.

Service Desk Operations Supervisor, Confidential

• Directly responsible for the entire GSA IT Service Desk, a team of 80 Analysts supporting more than 17,000 customers World Wide in a 24/7/365 environment while exceeding incentive SLA's.
• 24/7 On-Call Rotation
• As Hiring Manager Evaluates resumes for potential candidates to determine whether or not they will be interviewed as well as interviewing the potential candidate and determining if they should be hired.
• Quality Assurance checks on tickets and Call Observations performed on all agents to ensure proper call protocol and best ticket practiced are being followed.
• Update the Task Manager, and the Operations Manager with notification of outages, and reports on-going issues through trend analysis
• Time sheet signer for entire Service Desk, Remote Desktop and Reporting Teams
• Completes both daily status reports to Catapult Upper Management as well as ad hoc reports for GSA.
• As Enterprise Reporting Team Lead, I am responsible for creating, reviewing and updating both contractual and ad hoc reports.
• Create Knowledge Documents and update them as part of Evergreen Process.

Service Desk Analyst , Confidential

• Provides technical support and troubleshooting via telephone, email and instant messaging for over 17,000 GSA Employees.
• Software: Supports Lotus Notes, Citrix Metaframe, CheckPoint VPN, Microsoft Office, Windows XP and dozens of proprietary software packages.
• Software used: NetIQ Active Directory administration, Bomgar remote access, Lotus Notes email responses, Remedy and CA USD Help Desk Ticketing and administration IP Agent Soft Phones, Same Time instant messaging
• Active Directory Password Changes, unlocks, hardware/software troubleshooting, printer setup, Setup of VPN Citrix as well as troubleshooting, remote assistance, Setup and troubleshooting of Lotus Notes, Sametime,
• Highest First Call Resolution Rate in GSA.
• Trained new Help Desk Agents on all facets of the GSA IT Service Desk.

Confidential

System Technician/Help Desk Specialist

• Provides technical support and troubleshooting via email, telephone and fax for 2.3 million students actively enrolled in FEMA's Independent Study Program.
• Successfully absorbed 500 increase in technical requests for assistance email with strategic integration of automation into the DHS email account.
• Troubleshooting and validation of a fully automated certification process.
• Consulted with DHS TRAINWEBMASTER on creation of on-line Frequently Asked Questions FAQ as well as testing and feedback of new Learning Management System.
• Created Standard Operating Procedures for both technical and program related details of the Independent Study Program.
• Developed standard templates to streamline processing of high volume inquiries.
• Constructed Excel spreadsheet in which email data is recorded on a daily basis to track all facets of both incoming and outgoing emails. This data has been compiled into customer required fields that provide data directly to our Independent Study Program Weekly Transaction Report.
• Troubleshoot, repair and maintain all staff PC's, printers and fax machines.
• Responsible for all hardware associated with our program including setup, maintenance and programming of Opscan machines Insight 4 and Opscan 10.

Confidential

Systems Administrator/Desktop Support Technician

• Worked as the sole Systems Technician for a State Educational Academy with multiple PC labs on a wireless network.
• Maintained and upgraded computer based training programs for students actively enrolled in clerical and nursing programs in a Windows Based Environment.
• Developed and implemented a time/budget based Strategic plan to upgrade aging technology equipment including PC's and printers to accommodate an ever growing student enrollment.
• Upgraded, repaired and maintained aging computers, printers and wireless network.
• Site wide software upgrades include Microsoft Windows XP Operating systems and various software packages such as Microsoft Office, Corel Suite as well as nurse training software.
• Conducted training sessions with faculty and clerical students in using many Microsoft Office programs including Word word processing , Excel spreadsheets , Access database as well as Microsoft Internet Explorer and Netscape Navigator