COMPUTER AND TECHNICAL SKILLS:

Software: SharePoint, ARIS, Remedy, ServiceNow, Heat, FOX/CAF (company proprietary system/administration); ACD Symposium Express; Magic; ACT; EzAccess; Teamfit; Brainbench/Administration; Microsoft Office (Word, Excel, Power Point, Publisher, Access); Microsoft Project; Microsoft Visio, Internet Explorer; Google Chrome; Lotus SmartSuite (Ami Pro, Freelance, Lotus 1 - 2-3); Corel Mega Gallery; MacAfee; Microsoft TechNet Knowledgebase; Administrative Suite (Company proprietary task management database software); Norton Internet Security Suite; Zenworks Application Explorer; Crystal Reports; Adobe Acrobat Distiller;; Managed Now, Windows 95, Windows 98, NT Workstation 4.0, NT Server 4.0, Windows 2000, Windows XP, and Windows 7.

Administrative Tools: Active Directory W2K, Exchange Active Directory XP; Novel Admin.

Remote Access: Metaframe/Metaframe Administration, Cisco VPN, Remote Access Tools PC Anywhere 8.0, Systems Management Server (SMS), Citrix.

Email: Outlook 2010, 2000, XP, 2003; Cc Mail 8.20, 8.40, 8.50.

Timesheets Software: PeopleSoft Timesheet/Administration; Quick ET, WebTime, and Insight.

PROFESSIONAL EXPERIENCE:

Gaithersburg, MD

Process Owner

Key Accomplishments:

• Promoted to ITSM Process Owner to implement Infrastructure processes.
• Manage, update, coordinate, and implement COBIT/ITIL Information Technology (IT) Infrastructure processes (Manage Service Requests, Incidents, Changes, Configurations, Problems, and Operations).
• Developed, managed, and implemented 182 GSF process deliverables which include process models, business plans, charters, forms, procedures, review logs, standards, training material, forms, templates, work instructions, manuals, support and technical instructions.
• Facilitate meetings with Process Leads to identify, analyze, gather requirements, and document “as is” and “to be” Infrastructure processes and workflows.
• Ensure IT Governance Structure Framework (GSF) process is followed and all process requirements are met.
• Provide continuous growth improvement to IT Infrastructure processes reaching GSF maturity level 2/3.
• Develop and maintain monthly GSF process roadmaps and communicated updates to senior management monthly.
• Actively engages IT groups to ensure effective coordination and alignment with other processes.
• Integrate process inputs/outputs within process documentation and business process models BPMs.
• Develop, maintain, and analyze monthly Key Performance Indicator (KPI) Dashboard.
• Coach and train teams on GSF procedure standards and requirements.
• Experienced and skilled in the development of BPMs.
• Ensure Infrastructure License to Operate requirements is addressed/recorded in process documentation to ensure compliance and audit readiness.
• Developed, trained, and implemented Mi Harmony application/iPad support processes.
• Designed, managed, and implemented the Mi Harmony War Room for three months after project go live.

Service Delivery Manager

Key Accomplishments:

• Promoted to Service Delivery Manager to manage outsourced IT Partners.
• Built and maintained service relationships with IT Partners and MedImmune/AstraZeneca Business users.
• Responsible for Service Delivery Management of the Service Desk and Account Management teams services.
• Manages the performance of the services to clients as agreed in the contract and ensures that the service levels are achieved.
• Ensures service level agreements are achieved and client expectations are met or exceeded.
• Collaborated with service delivery teams to resolve escalated and expedited customer complaints or service requests.
• Reduced end user escalations 73 percent.
• Reduced aging tickets volume 20 days and older across all teams 27 percent.
• Reduced Service Desk aging ticket volume 20 days and older 40 percent.
• Interacted with project teams to understand project application/system support requirements for transition.
• Worked closely with AZ project teams to provide integrated application support transition requirement documents.
• Ensured the required transition requirement documents were completed and submitted by project go-live-date.
• Managed, coordinated, and updated (47) Service Desk guides to ensure proper education, training, and knowledge sharing for consistent cross function support.
• Coordinated and conducted Service Desk phone pilots to empower Service Desk Analysts and identify gaps in support scripts and process documentation.
• Created, standardized and implemented processes which aligned with business goals, to control, monitor and support service delivery (over 40 process documents).
• Responsible for creating and/or updating process modeling documentation.

Customer Service Manager

Key Accomplishments:

• Promoted to Customer Service Manager, G&A to engage and communicate the IT outsourced vision to Medimmune’s end users.
• Provided the General and Administrative (G&A) group a first-point-of-contact to escalate any information technology related issues.
• Escalated ticket related issues for the vendor to address and track tickets until issues were resolved.
• Reviewed G&A user tickets logged to identify tickets reaching their Service Level Agreement (SLA), and escalated immediately for the vendor to address.
• Communicated and presented MedImmune information systems outsourcing visions to Medimmune’s G&A groups.
• Identified problem areas within the Service Desk, and developed new processes to address problem areas.

IT Service Desk Supervisor/Vendor Relationship Manager

Key Accomplishments:

• Promoted from a consultant to a full time MedImmune employee to manage the IT Service Desk.
• Supervised all aspects for a team of 12 IT Support Analysts who provided technical support and end user Account Management to 4,000 plus global staff.
• Provided first point-of-contact on IT ticket escalations and status updates.
• Communicated and educated users on IT policies and procedures and coordinated training sessions for staff.
• Conducted daily incident management meetings to identify and report major and high incidents.
• Ran daily reports in Heat and IPCC to monitor ticket and call volume.
• Prepared IT Support monthly metrics report and weekly status reports.
• Reduced end user open ticket volume 74 percent.
• Participated in site visit and due diligence data gathering with Strategic Partners.
• Provided incident management on major and high incidents.
• Documented, reviewed, and implemented procedures and new support initiatives.

Gaithersburg, MD

Help Desk Supervisor

Key Accomplishments:

• Promoted to Help Desk Supervisor to manage the Help Desk.
• Supervised a team of six Help Desk Analysts providing technical support and account management to 800 internal staff in 42 COMSYS branches across the United States and overseas in addition to providing support to 4,000 consultants and over 100 sub-vendors.
• Oversaw daily operations and assisted staff in resolving technical support requests by mitigating case incident and customer concerns.
• Conducted interviews, performance appraisals, counseling, mentoring, and disciplinary actions; prepared and managed weekly assignment schedules; coordinated and reviewed team timesheets.
• Developed, prepared, and implemented policies and procedures, training and propriety software reference material; monthly Help Desk notebooks; and coordinated change and updates to intranet page.
• Liaised between upper management and teams on IT issues; disseminated 2nd/3rd level tickets and customer service issues to IT groups.
• Ran and evaluated reports from Magic canned reports and Crystal reports.
• Ran and evaluated ACD canned reports from the Symposium Express ACD software; managed User Account Management; and coordinated and researched user account information for SOX audit.
• As technical support analyst, duties included identifying, isolating, and resolving software and network connectivity problems by phone.