SUMMARY:

Results - driven Help Desk/Customer Service/Training/Project Manager, experienced in designing, building and supervising the daily operations of both local and international customer service centers. Consistently obtains high performance through leadership and a dedication to customer service.

EXPERTISE AREA:

• Help Desk Management
• Project Management
• Customer Service Management Training (software & hardware)
• Service Level Agreements Corporate Governance
• Coaching/mentoring staff
• Software Implementation
• Service Delivery Management

PROFESSIONAL EXPERIENCE:

Confidential, Herndon, VA

IT Service Desk Incident Manager

Responsibilities:

• Monitor upgrades of platforms/software/services, keeping clients informed throughout
• Monitor network outages and being responsible to see situations through to resolution
• Train colleagues in the use of ServiceNow and SharePoint 2013, including the creation of training documents and courses. Training methods include classroom and one-on-one training
• Create weekly metrics from ServiceNow, which are delivered to senior management, followed by monthly meetings with senior manager, directors and CIOs representing the GSA.

Confidential, Reston, VA

Call Center Manager/IT Trainer

Responsibilities:

• Implementation of Redmedyforce (cloud version of BMC’s Remedy software)
• Management of eight help desk agents, including hiring/evaluation/termination of the same
• Worked with coordinated call centers of the HHS to ensure implementation and continuity of high customer service through Remedyforce under the guidelines of ITIL v3 Service Management protocols
• Trained colleagues in the use of Remedyforce, Microsoft Office Suite 2013, and SharePoint 2010 modules in accordance with HHS’ guidelines and protocols, which included the creation of training documents and courses, as well as being responsible for the updating and maintenance of the same. Training methods included computer-based training (CBT) and one-on-one sessions
• Creation, documentation, maintenance and editing of training materials.

Confidential, Bethesda, MD

Help Desk Manager/Project Manager

Responsibilities:

• Managed the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues, using ServiceNow as the CRM,
• Designed and enforced the request handling and escalation policies and procedures of the desk
• Established service level agreements in consultation with end users to make sure problem resolution times and expectations were acceptable to all stakeholders
• Tracked and analyzed trends in help desk requests and generated statistical reports (Crystal Reports)
• Created annual budget for the functions of the help desk
• Evaluated the performance of help desk agents’ activities to identify problem areas and devised/delivered solutions to enhance the quality of service to stakeholders.

Confidential, Baltimore, MD

Help Desk Manager

Responsibilities:

• Worked with both patients and providers to deliver the best customer service possible, ensuring that all Federal guidelines were met and cases were dealt with in a federally-mandated timeline
• Delivered weekly performance reports to management throughout the company, mainly via presentation
• Worked with Senior Management to present, process and analyze customer service metrics in weekly reports
• Trained colleagues in the use of SharePoint 2010 (MS platform), Windows 7, Microsoft Office 2007, MS Visio, and MS Project. This included creating training materials and updating them as necessary. Training methods included classroom courses, computer-based training (CBT), and one-on-one sessions.

Confidential, Washington, DC

IT Help Desk Project Manager

Responsibilities:

• Trained (ServiceNow Help Desk software), coached and mentored a help desk of 15 agents to support not only DCPS, but also other DC Government agencies on a 24/7/365 basis. Training methods including CBT (computer-based training) and one-on-one sessions.
• Scheduled and chaired weekly status meetings between representatives from DCPS and OCTO
• Produced status reports and scorecards (i.e. risk assessment for each project issue) and distributed them on a timely basis to all stakeholders
• Established Service Level Agreements between each school and OCTO
• Created metrics (via Crystal Reports) pulled from ServiceNow to review the adherence by the agents to the SLAs.

Confidential, Crystal City, Virginia

Call Center Project Manager

Responsibilities:

• Acted as lead prime for requirement gathering and documentation of each help desk
• Managed accounts with external vendors (e.g. BMC Software)
• Responsible for chairing weekly project status meetings and broadcasting weekly status reports
• Conducted weekly change management meetings for all desks/teams/SMEs/stakeholders involved
• Created work plans using Microsoft Project and Visio and acted as the caretaker for distributing and updating documents created with the software packages.

Confidential, Bethesda, Maryland

Customer Service Center Manager/Remedy Upgrade Project Manager

Responsibilities:

• Performed as Project Manager for the upgrade of the company’s Remedy version (4.05.02 to 6.3) and trained staff in using the new version via classroom training and computer-based training (CBT), the latter of which I created and updated as necessary.
• Configured the company’s Siemens ACD and its accompanying Observer software to produce weekly metrics (via Crystal Reports) to support the team’s adherence to Service Level Agreements (SLAs)
• Key participant of the “Business Improvement Team”, which was responsible for assembling, reviewing, risk assessing and recommending all IT projects/software/systems proposed for use throughout Confidential, followed by delivering the team’s findings to the company’s IT Steering Committee
• Composed and distributed the CSC’s annual customer satisfaction survey, evaluated the results and adapted the CSC’s services to improve the team’s efficiency in delivering services to our customer base.

Confidential

Complaints and Litigation Manager/IT Project Manager/IT Trainer

Responsibilities:

• Successfully implemented Prism in over 110 sites throughout the PCT and wrote/presented/documented the training of the application for all staff, as well as creating and maintaining its accompanying web-based training
• Designed and initiated “Open House Days”, where members of the public could discuss complaints and concerns in a face-to-face manner, a first for the NHS in Cornwall

Confidential

IT Help Desk Manager/Training and Development Manager/Remedy Implementation Project Manager

Responsibilities:

• Monitored, mentored, and advised on both the technical and communications skills of the 70+ agents within Confidential ’ European Technical Support Call Center. Responsibilities included analyzing, designing, developing, delivering and documenting the daily needs of the entire team of agents, both in technical and soft skills. The ETSCC was open 24/7/365 and covered all 24 time zones of the world, serving an internal customer base of 50,000+ with a “follow the sun” approach and directive.
• Performed as European Training and Testing Project Manager in the ETSCC’s development, testing and implementation of Remedy (4.02 on a Unix-based platform) to replace an existing case management software (i.e. RMS, a UK-based application) for both Mac and PC systems
• Supervised and trained colleagues in several software packages (Remedy, Microsoft Office, SAP) in Denmark, France, Germany, Ireland, The Netherlands and The United Kingdom, thus linking up three separate call centers (France, Ireland, and The UK) with a standard set of operating procedures and SLAs
• Designed escalation procedures for cases coming into the ETSCC and routed the appropriate path for issues in order to resolve them within the SLAs’ targets