SUMMARY:

• Proven experience in managing customer expectations
• Over 15 years experience in federal contracting environments to include Service/Help Desk Management
• ITIL v 3.0 Foundations Certificate
• HDI Help Desk Manager Certificate
• Public trust clearance (currently active)

PROFESSIONAL EXPERIENCE:

Support Desk Manager

Confidential 

• Provide a lead effort and oversight of 6 technical staff supporting Office365 to include supporting Exchange Online, Exchange Online Archiving, Exchange Admin Center (EAC), Proofpoint, Sharepoint Online, and Ms Lync (Skype for Business).
• Assign, monitor and report on Remedy tickets for tracking project efforts escalated from each of the USDA Agency IT support specialists.
• Communicate directly to Microsoft Engineering to support, assign and address incident tickets with Enterprise Exchange and Active directory issues.

Service Desk Manager

Confidential

• Oversee three (3) Level 1 service desk shifts (15 agents) supporting a 15x5 daily operation, supporting 3,800 local users and 1,200 US regional users to ensure staffing needs are met to handle daily call volume levels.
• Review monthly helpdesk surveys to gauge customer satisfaction levels.
• Monitor Service Level Agreements (SLAs) metrics against tickets and call metrics continually
• Regularly review random agent tickets to ensure quality of staff skills are acceptable, and also to determine training needs. Use the ACD silent monitoring feature to gauge employee interactions with customer.
• Use Remedy ITSM for tracking ticket metrics
• Provide escalation of incident and problem issues when ticket trends are noticed.
• Communicate consistently with cross - functional teams to ensure escalations are handled appropriately.
• Coordinate minor & major Incident escalations with Incident Manager to ensure all activities are captured appropriately.
• Attend Operational Readiness Reviews (ORRs) to address support of new, upgraded enterprise software applications in preparation for support by Service Desk Help Desk staff.
• Meet quarterly with other Program Management staff to review and when needed, negotiate terms of agreement for Memoranda of Understanding (MOU) and Service Level Agreements (SLAs) are in-line with current Contract.
• Interface weekly with federal Customer Service Manager to ensure customer satisfaction expectations are met.
• Quarterly meetings with customer are required to review all Customer Satisfaction surveys and provide follow up when required.
• Provide weekly deliverable operational updates to NRC’s COTR/COR during customer review meetings.

Project Manager

Confidential

• Supervised onsite USAID Project Assistant, in monitoring tasks within the contract’s Statement of Work, providing cost estimates, and providing customer interface on all staffing and funding issues.
• Provided supervision and administrative oversight for Task Orders supporting IDIQ contract for DoS to include technical and administrative work requirements and to fulfill deliverable responsibilities.
• Provide all deliverables according to contract requirements such as status reports and monthly progress reports as required.
• Conduct weekly meetings with on-site personnel.
• Constructed employee and client surveys to ensure quality was consistent and to identify training needs.
• Recognize areas for improvement and develop plan for implementation.
• Provide manpower, budget, and schedule of activities as requested by the CEO/President.
• Provide labor quotes for new and extended contract employees/task orders
• Met with the Federal Contracting Officer Representative (CoR), to monitor contract/task Period of Performance and notify the customer and Corporate contracts when the POP has reached 75% of the end date.

Customer Support Services Manager

Confidential

• Responsible for Management and oversight for daily operations the USAID CIO Helpdesk Level 1 and Level 2 support agents, Agency specific application support team leads, and shift supervisors providing 24x7x365 support.
• Manage Helpdesk Level 1 agents to ensure shift coverage, typical daily call volume levels are covered. Review monthly Helpdesk surveys, review weekly and monthly Helpdesk Remedy tickets and report Monthly metrics.
• Oversee daily operations and management of the Helpdesk level 2 desktop staff to include determining daily job assignments, and responding to customer support issues and concerns. Meet with Desktop Team leads to review customer needs and changes. Report metrics on desktop weekly IMAC and Remedy Helpdesk ticket levels.
• Meet with Team Leads to coordinate and manage resources for special projects, holiday coverage, and other tasks assigned outside of daily operations.
• Oversee Asset Inventory staff to monitor and report inventory hardware levels to Management for replenishment and distribution issues and concerns.
• Oversee daily operations of the USAID COMSEC and Cable Room Telecommunications areas to include monitoring support levels of cable transmission traffic between USAID and U.S. Department of State. Provide guidance and ensure policy guidelines are followed between USAID and U.S. Department of State teams.
• Provided guidelines and met with Team leads annually for succession and Training planning.
• Used Remedy 6.3, to monitor and provide monthly reporting on helpdesk metrics and SLAs for helpdesk Levels 1 & 2 and all teams supporting the Operations and Maintenance division of the USAID CIO. Helpdesk SLAs included a 30 day metric measurement for First Call resolution by call type, Response time based upon priority of ticket type, and Customer Satisfaction survey response.
• Used Remedy for reporting on Network LAN, Network WAN, Helpdesk, Desktop and Acct Mgmt group’s ticket counts and constructed customer satisfaction surveys within the Operations and Maintenance division staff, provide Monthly SLAs metrics to Management.
• Established customer outreach “brown bag” lunch sessions for tips and tricks with MS OFFICE suite applications, and various other custom applications. I attended each of the sessions to meet and greet customers and pass along my direct contact information for extended Customer Service issues/requests.

Help Desk Manager

Confidential

• Manage a staff of 4 Help Desk Level 2 technicians providing desk side support for such items as hardware and special software installations and troubleshooting.
• Provide technical guidance to all supervised staff members on Help Desk, Remedy trouble tickets and ticket escalations.
• Handle Customer survey follow up issues when survey reporting is below an unacceptable level.
• Monitor Remedy Tickets to ensure SLA guidelines are properly followed and provide monthly reporting to customer.
• Conduct random silent monitoring on all agents to ensure Customer satisfaction guidelines and call scripts are followed.
• Prepare & draft items to include as Standard Operating Procedures.
• Conduct weekly meetings with Team Leads to manage the team of Account Management support staff responsible for new Account creation, modification and deletion.
• Provide direct support on Helpdesk acting as Agent in order to compensate for staff level shortages or crisis situations when needed. Also, provide direct contact to customers when agent is unable to resolve incoming request r issue.
• Established criteria and reporting and data entry requirements to Remedy Application support team to develop a Remedy Knowledgebase, to use in order to educate and train Help Desk Analysts response to customer inquiries. Established and monitored on a weekly and monthly basis, a report of the Knowledgebase entries to determined usage by Agents and ensure articles were updated as required.
• Meet annually with Customer to review current SLA measures and compliance and to establish any new SLAs to enhance and attain customer satisfaction.

Deputy Help Desk Manager

Confidential

• Monitor Remedy Tickets to ensure SLA metrics and quality of ticket guidelines are properly followed
• Provide monthly reporting to JCON customer on all Help Desk SLA Metrics and Customer surveys
• Provide technical guidance to the Help Desk Level 1 analysts and coordinate/supervise escalation of Remedy tickets to all cross- functional teams.
• Handle follow up phone calls to customers to ensure all items reported to the Help Desk were handled appropriately and within a reasonable time frame, for monthly survey reporting.
• Identify and document new or updated issues for use as standard operating procedures and knowledgebase articles for Help Desk Level 1 and Help Desk Level 2 analysts.

System Analyst

Confidential

• Assist Project Manager to manage day-to-day operations of all incoming correspondence directed to the USAID ISSO (Information System Security Officer). Supported desktop / application security scans using the tool nCircle IP360. Provided vulnerability reporting to requestor or desktop services for vulnerability remediation.

Helpdesk- Sr. Staff Supervisor

Confidential

• Technical Lead for 15 Help Desk Customer Support Team staff members, Level 1 & 2 Helpdesk at the USAID Central help desk, and assumed support for the Client End-User support teams for the Microsoft Exchange Administration functions, and to support the migration from Exchange 5.5 to Exchange 2000, and Office 97 to Office XP Functions