SUMMARY

• Current Energy IT Services EITS Service Desk Tier 1 Lead and Incident Manager, overseeing 27 service desk analysts who support over 8,800 Department of Energy DOE employees.
• Technical point of contact for the Department of Health and Human Services DHHS video conferencing support system, which included the video conference systems for the Secretary and Deputy Secretary of DHHS.
• Lead East Coast Service Engineer for Vision IT. Implemented the design of video conferencing suites and training class rooms, as well as installing and troubleshooting video teleconferencing systems for over 300 customers, including Fortune 500 companies, along the East Coast.

WORK EXPERIENCE

Confidential

Incident Manager/Tier I Lead

• Promoted as Tier 1 lead in October 2012 and added the title of Incident Manager in October 2013
• Tier 1 Lead for a team of 27 analysts for the EITS Service Desk, supporting approximately 8,800 DOE federal employees and contractors.
• Coordinated the transition of the EITS to a 24x7 Service Desk.
• Assisted with the interviewing and hiring of new service desk staff
• Developed metric calculating reports to assist Service Desk Management in increasing First Contact Resolution rates.
• Reviewed incident content and categorization to assist with the triage of escalated incidents and to facilitate analyst training where needed.
• Developed templates and reports in Service Now to assist service desk analysts in increasing productivity.
• Assisted with the transition of new service desk management staff as they were hired.
• Performed duties of the EITS Service Desk Coordinator, including the assignment, triage and escalation of all reassigned incidents by Tier 1 analysts
• Assisted with the development of the EITS SD Knowledge Base
• Reviewed the Incident Management SOP for efficiency, effectiveness, and potential improvement

Confidential

Tier I Support Desk Analyst

• Tier 1 Phone Support Desk technician, supporting approximately 8,800 DOE employees and contractors.
• Responsible for analyzing customer service needs and issues, and facilitating their needs by immediately solving their computer support issues, or escalating incidents, if needed, to a desk side support technician for further assistance.
• Maintained workflow of incoming support requests via e-mail, monitor rate of which these e-mails are actively being sent, and to assure that e-mails are being processed in a timely manner.
• Assisted with training of new Tier 1 Support Desk technicians.
• Assisted with the development of documentation for remote access support and for Help Desk documentation and procedures.

Confidential

Tier I Support Desk Analyst

• Tier I Phone Support technician, supporting approximately 11,000 WMATA employees and contractors.
• Responsible for analyzing customer service needs and issues, and facilitating their needs by immediately solving their computer support issues, or escalating incidents, if needed, to a desk side support technician for further assistance.

Confidential

Tier I Support Desk Analyst

• Tier 1 Phone Support Desk technician, supporting approximately 8,800 DOE employees and contractors.
• Responsible for analyzing customer service needs and issues, and facilitating their needs by immediately solving their computer support issues, or escalating incidents, if needed, to a desk side support technician for further assistance.
• Maintained workflow of incoming support requests via e-mail, monitor rate of which these e-mails are actively being sent, and to assure that e-mails are being processed in a timely manner.
• Assisted with training of new Tier 1 Support Desk technicians.
• Assisted with the development of documentation for remote access support and for Help Desk documentation and procedures.

Confidential

Project Assistant/Records Clerk

• Employed as a project assistant and records clerk working for the law firm of FT LLP.
• Primary responsibilities included daily indexing of incoming case pleadings and court filings, researching cases using online case management tools PACER , assisting attorneys with acquisition of exhibits for court filings, organization of incoming correspondence regarding each case, keeping up to date the pleadings index of all court filings, and general file room duties, which included distribution of faxes and light maintenance on copiers and fax machines.

Confidential

VTC Support Specialist

• Responsibilities included scheduling and administering to all VTC calls within HHS, performing Level I diagnostic tests of VTC equipment within the HHS complex and working with the Secretary's Operations Center SOC in troubleshooting ongoing issues with the major conference rooms in HHS.
• Acted as a technical point of contact for such organizations as International Government Affairs, the Office of the General Council and the Office of Civil Rights on all VTC related inquiries organizing and implementing an Operations Manual for usage of the VTC equipment within the HHS complex, as well as implementing SOPs for usage of the Secretary's and Deputy Secretary's Conference Room.
• Acted as a technical liaison between the offices within DHHS and several of the video bridging services provided by DHHS and other outside vendors and worked directly with vendors to provide video and audio bridging services to DHHS.

Confidential

Project Analyst

• Employed at CSC as a Project Analyst working on PMS470.
• Developed, implemented, and maintained a specialized cost report based on the clients needs regarding labor hours and contract expenditures
• Worked with the Program Manager and the subcontractors to ensure that monthly technical reports are submitted
• Assisted the Program Manager and the Deputy Program Manager with additional needs regarding the day to day administrative tasks of PMS470, including reserving conference rooms, organizing the use of the main conference rooms, based on the clients needs, including handling catering, videoconferencing needs, as well as any additional support issues.

Confidential

Field Service Technician/Help Desk Support Specialist

• Worked as a Field Service Engineer while in the employ of Vision I.T.
• Performed site surveys for the purpose of videoconferencing integration, equipment demonstrations, standard and custom room installation of videoconferencing equipment Polycom, PictureTel, VTel, Sony, Tandberg, and Gentner as well as video and audio conferencing bridging systems Accord Bridge and PictureTel Montage .
• While in the employ of Net2000 Communications, was transferred over to the video support desk and acted as a Level 3 Support Specialist, supporting over 1400 clients with their video, audio and bridging needs, as well as maintaining and upgrading the existing videoconferencing codecs maintained within the support desk.

TECHNICAL SKILLS

Practical application usage of ServiceNow, Remedy and Apropos. Extensive knowledge of Active Directory, VDI, SCCM, VPN, Entrust Admin Console, RSA Admin Console, Blackberry Admin Server, Good Admin Server, Citrix XenApp Client, Cisco Unity VoIP Admin Client. Application knowledge of Windows OS XP and 7 and MS Office Products. Four years hands-on experience with videoconferencing codecs, Accord Bridging system Certified Administrative Training , PictureTel Montage bridging system, and Gentner Audio products, as well as a broad working knowledge of video projectors and audio systems and mixers