SUMMARY:

• I am a highly motivated and goal oriented professional committed to pursuing a long - term career in Information Technology Management as an exciting and innovating career in which opportunity for growth and expansion are key components.

TECHNICAL SKILLS:

Proficient in: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook. Strong skills in Office 2003, 2007, and 10.

Experience writing: Standard Operating Procedures and Policies

Examples of SOPs: Helpdesk Blackberry Administration Procedures Helpdesk Checklists Helpdesk Password Reset Procedures Helpdesk PC Deployment Procedures Helpdesk Personnel Assignment Procedures Helpdesk Remote Access Management Procedures Helpdesk Ticket Management Procedures Helpdesk User Account Administration Procedures

Examples of Policies: Helpdesk Support Coverage Policy Printer Assignment Policy

PROFESSIONAL EXPERIENCE:

Confidential

Manager, Client Support Services

• Manages Client Support Services team. Creates, updates, and runs routine reports to measure individual and team performance.
• Creates, updates, and runs routine reports to identify customer and technological issues for Root Cause Analysis and eventual elimination of large problems.
• Establishes Service Level Requirements for all Client Support Services operations and puts practices in place to ensure that those SLR's are routinely met.
• Researches, reviews, recommends, documents and updates written policies, procedures, tools and best practices related to client operations, help desk, desktop support, troubleshooting, applications support, preventive maintenance, training and desktop security to refine and improve efficiency, effectiveness and customer service.
• Through self-study and company training, upgrades proficiency in relevant technology and business areas. Becomes familiar with industry best practices.
• Meet regularly with business functional leads and IS teams, to proactively identify, accurately document and communicate business requirements, using appropriate tools to coordinate business expectations and IS efforts to help ensure that IS solutions and meet business objectives.
• Utilize teamwork to handle complex issues and discrepancies across multiple groups and negotiate resolutions and priorities while maintaining positive and effective partnerships.
• Prepares and manages activity and progress reports for senior management.
• Communicates with all levels of the organization.
• Develops formal written recommendations and budgets to senior management regarding client systems.
• Maintain inventory of equipment & software and produces lifecycle management reports.
• Assists with contract and license management for desktop hardware, software and printers.
• Assists with RFP preparation.
• Works in close coordination and cooperation with all other departments.
• Performs special projects and administrative tasks as assigned

Confidential

Help Desk Manager

• Supervises a team of four Desktop Support Help Desk Technicians
• Adjunct team member of COOP (continuity of operations plan) to initialize operations, reconstitution
• Updates and maintains scheduling for all help desk staff
• Monitors on-going performance
• Personnel administration
• Deals with customer escalations
• Maintains and Audits Active Directory for all Staff and Service Accounts
• Creates new user accounts and maintains appropriate memberships
• Moves, disables, and deletes AD accounts as appropriate
• Maintains communication with government cohort relevant to the day to day activities of the Help Desk
• Reports updates during weekly LAN/WAN meetings
• Organizes and Plans the Windows 7 deployment/update
• Responsible for the deployment and installation of end user hardware, software, printers and scanners.
• Responsible for continually integrating best practices (ie - ITIL) for help desk tools and technologies to ensure the productivity of help desk agents
• Manage the help desk staff to maintain the government owned and provided call ticketing systems
• Manage tickets and staff to ensure we are meeting our SLAs
• Analyzes data to report service metrics to Government COTR
• Blackberry management and deployment
• Provisions IP phones (Cisco IP 7965) to new users and removes exiting users
• Assigns RSA hard and soft tokens
• Assigns voicemail to new users and deletes exiting users
• Writes policies and SOPs as needed

Confidential

Customer Support Manager

• Supervises the level 1 support team
• Updates and maintains scheduling
• Monitors on-going performance
• Personnel administration
• Deals with customer escalations
• Provides technical solutions in real time to external customers for our proprietary on-demand software application that are received via phone, e-mail and web portal.
• Researches case resolutions, when needed, to ensure thorough and accurate responses are provided.
• Provides customers with application best-practice and software set up advice
• Tracks reported cases in internal database, following company procedures
• Ensures timely follow-up with assigned and open cases on a regular basis
• Ensures proper coverage of the division
• Monitors the performance of the team for both quality and productivity
• Recruits, hires, and trains new hires
• Writes and creates policies and procedures
• Other duties as assigned

Confidential

End User Support Manager

• Ensures trouble tickets responses of user problems are resolved quickly, professionally, and in accordance with process timelines for the Tier 1 and Tier 2 groups.
• Support team providing maintenance and posting of daily event calendar.
• Ensure team can provide reliable and quick resolutions when issues arise by calling upon your experience supporting Software, Hardware Support and Maintenance services to the desktop/laptop and other end user devices.
• Provide maintenance of ITIL based CMDB service desk software, call management systems and asset management.
• Manage team monitoring Help Desk mailbox.
• Ensures responsibility that appropriate personnel are contacting hardware and software vendor representatives to solicit and arrange product repairs.
• Manage team responsible for maintaining collection of technical publications pertaining to state-of-the-art hardware and software products and other materials.
• Assists groups or individuals in locating and obtaining materials if needed.
• Responsible for the planning, directing of special projects involving Help Desk promotion activity as needed and ensuring they are carried out to completion.
• Creates SOPs and policies for Help Desk team
• Ensures the team is performing a variety of clerical and administrative duties pertinent to Help Desk.
• Manages the team responsible for providing personal computer support, problem analysis, and hardware/software installation and configuration.
• Manages the team responsible for providing phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity.
• Manages the team responsible for providing support to include configuration of systems, communications devices, and peripheral equipment.
• Ensures the team is able to correct and restore user PC workstations to operational status.
• Manages the team responsible for providing desk-side training and technical assistance as needed.
• Responsible for ensuring a team that can support the customer in MS Windows XP and Active Directory Structure.
• Manages the team responsible for the adding and removing workstations to the domain.
• Analyzes data and creates monthly metrics to report to government in meetings for SLAs, ACD call tracking, and Ticket tracking.

Confidential

Manager/Supervisor Desktop Support Specialists

• Responsible for a team of 8-10.
• Manage daily team and extended coverage schedule
• Approve/Disapprove time off requests
• Approve timecards
• Create agendas and hold bi-weekly team meetings
• Interview potential candidates and recommend for hire
• Weekly ACD call reporting metrics
• Weekly ACD abandoned call metrics
• Weekly Call Survey reporting, gather information from customers concerning complaints and compliments and take appropriate action.
• Responsible for motivating team, managing tasks and tracking service calls
• Handle escalated customer issues and coordinating support with other groups to resolve customer issues
• Implements and plans staff support for call centers to provide optimal call flow management, customer service, and employee staffing.
• Responsible for coordinating subordinate employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions.
• Using automated call center (ACD) data, forecasts and schedules staff
• Train and coach call center personnel to improve service and maximize staff utilization.
• Utilize Active Directory to create user accounts and directory folders.
• Remote to servers and workstations to provide support to client.
• Act as an escalation resource for issues that Help Desk is unable to address.
• Desktop Support Escalation Resource
• Proprietary Application Escalation Resource
• Wrote Performance Improvement Plans for employees not meeting standards, goals and objectives. Held weekly follow-up meetings to ensure improvement. Submitted recommendation for continuation of employment or termination depending on the outcome of those weekly meetings.

Confidential

Tier II Team Lead - User Support Team/Helpdesk

• Responsible for a team of 20.
• Manage daily team and extended coverage schedule
• Approve/Disapprove time off requests
• Approve timecards
• Create agendas and hold bi-weekly team meetings
• Weekly metrics
• Provide first and second-tier technical support to all users within the Confidential including blood regions, chapters and corporate sectors in a call center environment
• Receive, document, track and resolve questions or problems in a regulated call center environment.
• User Support provides 24 hour by seven day a week first tier support to either Biomedical Services or Chapter/ Corporate applications along with associated business processes and products in a call center environment supporting thousands of users.
• This support is national in scope providing support to either all of national headquarters and the Red Cross chapters, blood regions and national testing laboratories
• Attempt to resolve all issues called in to User Support from clients and assure timely response to user questions and problems
• Assist users to resolve all supported software, hardware, telecommunications, system, LAN, WAN, and process/procedure related problems and questions.
• Enter required information for every call on customer requests into case management system
• Escalate calls to the appropriate Tier 2 organization, both internal and external to User Support, when the first level resolution period has been exceeded or case cannot be resolved on a tier one level
• Maintain familiarity with all open calls and the time period within which they must be resolved
• Adhere to all processes, procedures, and expectations established by User Support management to meet the highest level of customer care
• Meet all goals and objectives as identified by management such as log-in time, active and ready time, idle time and personal call abandonment rate
• Ensure that standards and processes are followed to provide the best and most effective customer service possible and are meeting all regulatory requirements
• Follow Service Level Agreements, Product Support Plans, User Support Manuals, and other appropriate documentation
• Ensure that standards and processes are followed to provide effective customer service possible and meet applicable regulatory requirements
• Follow Standard Operating Procedures; Service Level Agreements; Product Support Plans; and User Support Manuals.
• Develop and maintain subject matter expertise in assigned proprietary systems and off the shelf packages
• Provide appropriate Tier 2 support within User Support on these systems to fellow team members
• Follow the on-going quality control program to ensure accurate and cogent case content, proper Tier 2 dispatch, case prioritization, and accuracy
• Ensure quality control processes.
• Assist in the training of new staff members
• Lead technical support person for all staff

Confidential

Teacher/Technology Coordinator

• Systems Analyst
• Technology Support/Helpdesk
• Trained teachers with email, internet, online grade reporting, trouble-shooting and various technological needs.
• Waterford Software and Computer Coordinator - Trouble-shooting, ordering input/output devices, etc
• Supported Windows 98-2000, Mac OS 8-9.2.2, Microsoft Office Components, IE, Netscape, and various other software
• Kindergarten with an emphasis on language arts, mathematics, and science.
• Open Court trained
• Implemented Accelerated Reader into school

Confidential

Site Technology Administrator/Technology Teacher/Coordinator

• Server Admin - Assigned rights and passwords to teachers and students
• Systems Analyst
• Site Technology Administrator
• Technology Support/Helpdesk
• Trained teachers with email, internet, trouble-shooting and various technological needs.
• Supported Windows 98-2000, Mac OS 8-9.2.2, Microsoft Office Components, IE, Netscape, and various other software
• Trained/Taught Technology Skills to K-8.
• Supplemented K-6 teachers and helped them integrate technology into their curriculum.

Confidential

Teacher/Site Technology Leader/Master Technology Teacher

• Systems Analyst
• Site Technology Administrator
• Technology Support/Helpdesk
• Trained teachers with email, internet, trouble-shooting and various technological needs
• Supported Windows 98-2000, Mac OS 8-9.2.2, Microsoft Office Components, IE, Netscape, and various other software
• Kindergarten and First grade with an emphasis on language arts, mathematics, and science.
• Developed and implemented an after school enrichment program which met the need of a diverse population of students.

Confidential

Teacher

• 3-5 year old students with an emphasis on health, nutrition, behavior, socialization, language arts, and math.
• Home visits to facilitate the home/school connection and to discuss student progress and parent needs assessment.
• Wrote up in-kind requisitions to help with challenges (food, clothing, and resources).
• Interviewed clients to determine their needs and referred them to our caseworker.
• Acted as a liaison between clients and our caseworker and organizations and agencies.