OBJECTIVE:

I am well - qualified professional with over twenty-five years of multifaceted experience with a strong background and knowledge of computer hardware and software configurations. Consistently successful in the management, facilitation and resolution of problematic issues surrounding information systems functions. Excellent communicator coupled with an ability to actively manage change within a diverse team. I possess strong accomplishments in delivering customer-perceived value. Areas of expertise include:

• Information Technology Industry
• Helpdesk Support Management Skills
• Team Development and Motivation Leader
• Development of Policies and Procedures
• Liaison with Diverse Government Authorities
• Analyze and Evaluate New Technologies
• Contingency Planning and In-house Training
• Strong organizational and analytical skills
• HIPPA certified
• SCRUM meeting Leader

TECHNICAL SKILLS:

• Windows 7, NT, 95/98/2000,2003, XP; DOS, MS Office Suites 97,03,07
• Helpdesk tools: Heat, Magic, Peregrine, Remedy 8.0, Track-It, and Lotus Notes
• Email systems; WebEx, Group Wise, Lotus Notes, Microsoft Outlook and Gmail
• Active Directory, Creation of User, LAN, Contact and Organizational Unit
• Laptop Encryption Project, Laptop Loaner Process; Disaster Recovery Team
• Creation and Implementation of Standard Operating Procedures
• Folder and File Recovery on Shared Servers; Role-Based Access on Shared Drives
• SMS Administration; Daily Symantec Monitoring; Web Transfers; Quota Manager;
• Desktop Equipment and Hardware Lifecycles; VMWare Workstation 5;
• Exchange Administration; Remote Access Technologies; End-User Training
• System Integration; IBM, DELL, Compaq and HP systems and various printers

PROFESSIONAL EXPERIENCE:

Confidential, Bowie, MD

Technical Support Manager

Responsibilities:

Manage fast-paced service desk according to ITIL best practices and standard operating procedures and assist in the implementation of ITSM strategies.Lead a team of Tier 1 and 2 local and remote Technical Support Techni cians including recruitment, supervision, scheduling, evaluat ion, mentoring, and coaching. Manage support for all enterprise applications and end user technologies including desktop, laptop, mail, phone, printer, scanner, internal applications and enterprise services, client-facing applications, etcf.for 1 3 sites and over 2000 users (local and remote)Oversee the efficient handling of incidents and service requests and lead Service Desk staff to meet and exceed service levels Serve as Tier 3 escalation support, resolve escalations from Tier 1and 2 support staff or route to the appropriate Applications Operations and Engineer Lead team to resol ve recurri ng and/or complex i ssues.Provide executive level support to VIP users. Perform ticket and call audits and meet with Service Desk staff regularly to measure performance and monitor progress. Establish metrics required to measure and determine operational readiness of the service desk and analyze service desk performance through various statistical and reporting methods. Provide data and reporting of KP l's and trends to IT Management and senior staff in weekly meetings.Establish and document Standard Operating Procedures Develop and maintain Service Level Agreements (SLAs) to define requirements and expectation ensure quality service delivery, and measure performance.

Confidential,Largo, MD

Operations Support Manager

As Operations Manager, I’m responsible for driving the overall execution of function specific business unit goals for the Affordable Healthcare Act working with our client at the Center for Medicare and Medicaid. I am also responsible for the customer experience on inbound calls/communication. I work closely with the PMO, tiered support and customer service representative teams to ensure that quality, productivity and key performance indicators are achieved and will assist contract project manager and lead architect in effectively managing client relationships and expectations in a manner that benefits the company, as well as the client. I manage a team of supervisors to communicate expectations, ensure department performance, outcomes, and drive support of strategies tied to outstanding customer service through adherence to quality standards and performance metrics. As an important member of the Sr. Management staff, the lead is expected establish and maintain a positive work environment that fosters quality and commitment to our client’s customers, as well as, possess a team-oriented approach in all actions. I have a proven track record of performance management, coaching and mentoring work teams, documenting processes, analyzing trends, and achieving exceptional levels of customer service in a call center environment. Served on the Change Control Board and I was SCRUM Lead and ensured that 5 reports went out daily and lead 2 daily SCRUM meeting.

Confidential,College Park, MD

Service Desk Queue Coordinator

Route tickets to appropriate member of the site queue team. Check tickets for incomplete items (missing asset #, location, etc.) or insufficient documentation. Escalate problems or tickets to higher level management when required and/or necessary. Analyze ACD Reports, Ticket Volumes, and Customer Survey Results to find gaps and make appropriate changes to improve and maintain quality customer service. Provide management bi-weekly reports, supporting the Service Level Agreement (SLA) measurements, with analysis and justification/reasoning for missed SLA’s.

Confidential,Landover,MD

Helpdesk Manager

Manage the daily operations of the Help Desk team in support of the contractual, and customer obligations outlined in the agreement. Develop and implement procedures, which will increase the effectiveness of the services provided. Ensure staff is properly creating, updating, tracking and maintaining Incident case information in the proper Magic helpdesk tool application. Healthcare Industry. HIPPA certified.

Confidential,Washington,DC

FEP Senior

Responsible for assuring users are provided efficient and timely first and second level support. I perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required. I manage the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities. Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions. Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems. I maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels. I invoke problem escalation procedures to coordinate recovery. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found. Also, I ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

Confidential, Greenbelt, MD

Helpdesk Support Manager

Manage the daily operations of the Help Desk team in support of the contractual, and customer obligations outlined in the agreement. Ensure staff is properly prepared, aware and ready to address and resolve incidents presented to this team. Ensure staff are properly logging into and maintaining established baseline performance objectives. IT procurement and inventory management function. We maintain records regarding licenses, warranties, and service agreements. Tracks, monitors, and records the quality of products and services throughout their useful life. Provide quarterly reviews of each Help Desk analyst on their overall performance which includes statistical analysis, team interaction and customer satisfaction. Resolve problems and makes decisions on a daily basis relative to Help Desk responsibilities. I ensure that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions. I interface with users of technology employing a high degree of tact and diplomacy to promote a positive image of the department and we resolve problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.