CAREER SUMMARY:

• Service Desk and Project Management experience successfully supporting expanding technologies and user communities.
• Over 26 years in Information Technology including 13 years contracting

TECHNICAL SKILLS:

• Manage large and medium Help Desk staff supporting large user communities both local and remote
• Hire and maintain effective personnel to provide the highest quality of support (Tier 0 - Tier 3)
• Work closely with Senior Management and Client Management to achieve best possible platform and support
• SLA and program reporting - Generate all reporting and provide strategies and future planning
• Develop and maintain Standard Operating Procedures (SOP’s) and Operational Processes
• Plan and implement Help Desk Tracking system version upgrades and major revisions
• Develop and implement rollout and support strategies that encompass the entire organization. Including hardware refreshes, application and software upgrades (Laptop rollouts, PIV enforcement, cloud based MS Office 365, remote access technologies, handheld devices - Blackberry, apple, and android)
• Problem Management - Identify, track, and provide solutions for large systemic issues. Work with other teams as needed to eliminate incidents and provide a path forward for stable computing
• Standard Imaging - Ensure desktop/laptop images are updated regularly and contain the most widely used applications and software. Familiar with several different imaging tools
• Hardware and Software supported items list(s) - Create and maintain current objects lists
• Asset control - Worked with many different tracking systems and methods for tracking devices
• Moves and relocations - Facilitate large moves both locally and remote. Ensure downtime is minimized during the course of the move. Large moves usually coordinating with 3rd party vendors
• Establish working relationships with vendors to complete tasks outside of normal scope
• Work individually with Service Desk staff members guiding them on being successful and planning a path forward on achieving their career goals

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Service Desk Manager

• Managed onsite desktop support staff coordinating with 24x7 Help Desk offsite in Virginia
• Worked closely with the Program Manger, and client Senior Management, to ensure highest levels of efficiency and effectiveness supporting the customer
• Communicated effectively with customer (OCIO) and other stakeholders
• Successfully implemented and supported PIV enforcement and cloud based MS Office 365 agency wide
• Developed and implemented new/changes for procedures, policies, and processes
• Provided daily/weekly/monthly rollup reporting to deliver metrics for a measurable SLA
• Provided monthly strategies and plans for future endeavors requested by customer management
• ServiceNow help desk tracking system utilizing Knowledge Base and Survey modules

Service Desk Manager

• Successfully hired additional staff (Tier 1 & 2) to meet the needs of the workload to achieve required Service Level Agreements serving over 2,500 users
• Worked with client planning future upgrades for their support infrastructure (Phone and ticket tracking systems)

Service Desk Manager

• Provided leadership, supervision, planning, and oversight of respective areas for 20 plus staff
• Developed and implemented new/changes for procedures, policies, and processes
• Successfully completed agency wide hardware refresh from desktop to laptop (over 3000 systems)
• Standardized deployment methods for laptops and hand held devices including smart phones
• Successfully implemented and supported PIV enforcement and cloud based MS Office 365 agency wide
• Established working relationship with vendor to implement PIV enforced printing and new print server infrastructure
• Successfully implemented BMC Remedy ticketing system upgrade to bring them to current version
• Successfully completed over hall of Service Level Agreement and Key Point Indicator reporting
• Worked with client on implementing Customer Satisfaction survey system Survey Monkey
• Successfully completed several large move/relocations during building renovations

State Installation Supervisor

• Oversee daily state installations and supervise local engineering staff (U.S. wide over 375+ office locations)
• Attend Pre-Installation Meetings within the Senate offices for new office openings, server installations and upgrades, large office computer refreshes, and re-location / office moves
• Coordinate with local (DC location) and remote state office location before, during, and after installation activities
• Work with HP staff on securing Field Engineers (FE) to complete the tasks at the locality of the request
• Assign and schedule local Engineering staff to support FE’s onsite where the work was being completed
• Review configuration requirements for future tasks and create documentation to send to state FE’s before hand
• Ensure all installations adhere to customer standards including supported hardware, software, and licensing
• Ensure hardware / software has been shipped to arrive at its destination ahead of the scheduled installation
• Resolve issues as they arise during installations escalating accordingly to outside groups as needed
• Ensure work is completed within the Service Level Agreement (SLA) guidelines
• Review documentation in the helpdesk tickets before, during, and after the installation for quality and completeness

Senior Systems Engineer

• HP Service Manger - Worked with the customer, on their instance, providing Administration support including major version upgrades, tailoring, and support for Request, Call, and Change Management modules. Included identifying and implementing hardware requirements, software updates for database and application requirements
• Helpdesk Related Support - Worked with the customer installing and supporting the Call Center Management Information System (CCMIS) client for tracking and reporting call durations, offered, handled, and abandoned
• Maintained helpdesk FTP secure and non-secure sites to store frequently used applications and software
• Created and maintained the Helpdesk Intranet web pages
• Developed and setup up Knowledge Base(s) for technical reference
• Developed and maintained a Trend Analysis Tracking system for hardware and software issues
• Provided ad hoc reporting when requested via Crystal Reports
• MS SharePoint - Developed and maintained many internal and external content management repositories. External customer access was secured via soft token access
• Lotus Notes Domino –Administered security and supported all proprietary program management information and work processes. Supported customized applications designed and tailored for the customer

State Installation Coordinator

• Developed and implemented standardized processes coordinating hardware deployments for Senator’s remote state office locations (U.S. wide over 350+ office locations)
• Established guidelines and procedures for working with Field Engineers and our business partner Confidential
• Managed day to day operations consisting of 7 to 15 concurrent installations
• Developed reporting metrics adhering to SLA requirements to track work being completed

Senior Lead Help Desk Analyst

• Supervised 2nd shift Help Desk activities and Analysts
• Provided server and application support in the absence of day shift
• Worked with project managers implementing new infrastructure technologies

Software Engineer

• Installed and supported propriety software on several platforms (SCO UNIX system V, Novell NetWare, Data General Mainframe, and DG/UX operating systems)
• Worked with clients hosting Hot-Site and data recovery services for Data General mainframes
• Software Development and redesign for proprietary software (COBOL to C++)
• Provided onsite client support as needed

Dispatcher - Scheduler / Hardware-Software Support

• Coordinated and dispatched field engineers for onsite hardware repair
• Worked with company founders starting up a separate network support group to provide onsite LAN support
• Provided end user support for internal staff

Consultant / Software Engineer / Technical Support

• Installed and integrated proprietary software at client sites. (100% U.S. travel)
• Novell NetWare for multi-user platforms and personal desktop configurations for single user
• Provided installation, training, and onsite consulting
• Developed and updated training materials as needed

Operations Supervisor

• Operations Supervisor w/Tandem Mainframe in a 24x7 environment performing nightly batch processing and tape backups
• Novell Administration, networking, and desktop support phone switch configuration for 500+ user community