SUMMARY:

• Manage staff in a matrix PMO environment, leading team members on daily project goals
• Ensure IT compliance meeting security and other government regulatory standards and practices
• Effective presentation skills and ability to convey complex processes clearly and concisely
• Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
• Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
• Install and configure software products across installed hardware platforms
• Troubleshoot product and environment issues
• Manage trouble tickets

TECHNICAL SKILLS:

Software: Microsoft Project 2007/2010, Symantec Antivirus, Remedy, Crystal Reporting, SAP Business CRM, Microsoft Office 2010, Access Database, Lotus Notes, SharePoint 2007/2010/2013 Portal/Services, Adobe Creative Suite Premium CS6, Adobe Pro X/XI, Visio 2007/2010, Mass360, ActiveSync, What s Up Gold, Relativity, Concordance, VMware, Tree Size Pro, SQL, FireEye, VMWare, vSphere, vMotion, Active Directory, Zoho CRM, NetSuite, SAP Business Systems, BMC RemdyForce, Deltek Vision, MHelpDesk, Microsoft Dynamics CRM

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Senior IT Management Specialist

Responsibilities:

• Manage staff in a matrix PMO environment, leading team members on daily project goals
• Ensure IT compliance meeting security and other government regulatory standards and practices
• Effective presentation skills and ability to convey complex processes clearly and concisely
• Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
• Promote a professional environment at all times and provide a point of escalation of staff, customers and internal teams with the area of accountability
• Install and configure software products across installed hardware platforms
• Troubleshoot product and environment issues
• Manage trouble tickets
• Review and monitor VIP Level Support
• Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
• Provide an out - of-hours escalation path for technicians and customers outside of normal office hours and organize backups for colleagues who are unable to fulfil their duties in an out-of-hours environment
• Manage SLAs and KPIs based support processes
• Manage communication with stakeholders regarding service provision and outages
• Manage a team of individuals and will include performance, conflict, change, and budget management

Project Consultant

Responsibilities:

• Transitions IT projects through their lifecycle from development to operation, to include activities occurring through each stage: Proof of Concept, Pilot, and Production, operational use across OPIC and, when applicable, phase out or disposition
• Ability to operate effectively within customer guidance, contractual limitations, and Company business and policy directives
• Coordinates diverse perspectives from various stakeholders and Senior Management into a concise position statement and/or Senior Executive level analysis report
• Schedules participants and facilitate governance board meetings; record attendance; prepare minutes and decision memos; ensure compliance with record keeping requirements
• Provides executive management with an independent perspective on project activities and promote early detection of project/product variances
• Develops and documents standard operating procedures and program decision memos
• Identify opportunities for cost reduction across the OPIC’s IT enterprise by conducting continuous process improvement and monitoring the success of the implementations
• Foster two-way communication with stakeholders and proactively involve stakeholders in needs assessments, planning, and execution Review/edit/revise program record documentation with 0 defects using OCIO documentation standards, acceptable grammar and punctuation
• Problem solving capabilities in areas of financial reporting, dashboards, records repository, workflow/documentation routing
• Provide consultation to projects in tailoring of governance and program/project review
• Provide business case analyses, to include project initiation, planning, execution, and transition to operations within the confines of a standardized and enforced project lifecycle and governance process

Desktop Support Manager/Project Manager

Responsibilities:

• Responsible for overseeing all day-to-day activities and operations in support of the information technology for the financial services division
• Maintaining project/program reporting materials and maintaining project status documentation
• Assisting in reporting the impact of projects and effectively communicating the impact on the organization
• Establishing work timelines and effectively managing them; Developing project plans and tracking progress versus the plan;
• Providing input into the program management process to support program initiatives via as well as providing analytical support
• Performed call and ticket analysis to ensure that all customer contacts are documented and information related to an incident or service request, from the time reported until resolved, is included and tickets meet or exceed quality standards
• Created, update, and submitted weekly and monthly contract deliverable and reports such as project management plans, quality assurance plans (QAP), weekly status reports, monthly project slides, quarterly projects slides, daily project status reports, hardware inventory reports, service level agreement missed, and open ticket reports
• Wrote, updated, and implemented IT support standard operating procedures (SOP) for the Department’s desktop support including support for the Department’s Secretary Suites, and other executive suites to continuously balance industry best practices with Department’s structure
• Conducted regular team meetings with desktop staff to disseminate information regarding priorities and emerging issues, receive feedback from technicians and foster collaboration
• Utilized supporting software at and admin level, including but not limited to, remote assistance, Remedy 7.6, Active Directory, Group policies, Windows 7, MS Office, Office365 and MS Systems Center Configuration Manager (SCCM)

Operations Manager/Project Manager

Responsibilities:

• Responsible and accountable for overseeing business operations monitoring response processes with desktop support including desktops, laptops, printers, tablets, IPhones, printers
• Oversaw the timely and accurate fulfilment of equipment related requests (moves, adds, and changes) to include desktops, laptops, mobile devices, and other equipment as required in the PG County Area offices
• Planned for and overseeing major office moves and/or large scale equipment requests out-of-hours in PG County Area offices
• Took lead role in managing user facing communications according to established Major Incident communication processes
• Ensured established processes designed to facilitate prompt troubleshooting, escalation, communication, and resolution of incidents and service requests are consistently followed
• Led the support post deployment support of Windows 7 OS, Microsoft Office 2010 and 2013/365
• Built credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization
• Used knowledge and experience to identify problems; define accuracy and relevance of information; using sound judgment and experience to produce and evaluate alternatives, and to make recommendations
• Maintained continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent
• Produced and presented scorecard, metrics reports, dashboard reports, current and future programs to key stakeholders and management on a regular basis and as requested
• Utilized Remedy to categorize, prioritize, route, and escalate tickets and outlined in operations procedures
• Conducted training sessions with small end user groups including clarifying issues with customers, troubleshooting problems, collaborate with the other departments on resolving issues

Information Technology Support Manager

Responsibilities:

• Oversaw the delivery of desk side services and support to end users in the DC Metro Area offices at the request of the Service Desks or at the direct request of end users
• Performed System Administrative duties for supporting software including, remote assistance, Remedy 7.6, Active Directory, Group policies, Windows 7, MS Office, Office365 Used Business process modeling to streamline the existing processes, channels through which customers contact GOI
• Utilized excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Coordinated with other groups (mainly leads) to ensure new technical procedures are communicated to the Service Desk
• Developed documentation in support of technical procedures and/or fixes needed by the Service Desk
• Trained, or arranged for training of, Service Desk staff on new technologies and/or processes and procedures
• Communicates with other support leads and technicians on incident and service request handling
• Managed user/group accounts to include creation, deletion, validation, and modification (ULAN & SLAN).
• Managed troubleshooting of desktop; printer; scanner; BlackBerrys; and peripheral, network, hardware, and software issues
• Set and provides guidance for Customer Support across the Program
• Managed incident and user requests to successfully meet service level agreements (SLA’s)
• Ensured all service requests are handled efficiently and effectively
• Performed program-wide role as Service Desk and Incident Manager within the ITIL version 3 framework (taking into account program variations)
• Collaborated with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs
• Served as the liaison between the business units, technology teams and support teams
• Coordinate, facilitate, and monitor planned and unplanned customer projects that involve implementing IT solutions to meet the demands of the customer
• Develop strategies, plans, and processes to effectively manage and track customer requirements, daily systems outages, and/or service interruptions
• Supported and managed Windows based systems such as Active Directory, Exchange, Small Business Servers

Desktop Engineering Lead

Responsibilities:

• Provided PC hardware and software help desk support via telephone & on-site service to federal and contract customers
• Leveraged service management best practices and process frameworks, such as ITIL, to drive continual process improvements
• Responded to inquiries and requests for assistance from customers via telephone, email and Remedy automatic ticket system
• Provided installation, configuration, troubleshooting and support for MS Office, MS Outlook, Symantec/Norton Virus detection software, Internet browsers, and other standard software use by the agency
• Setup Outlook and Network account for new employees
• Performed add/modify/delete of user profiles and accounts
• Analyzed/troubleshot third level desktop, application and network issues and escalated to appropriate team member
• Assisted in maintaining the technology intranet site
• Analyzed centrally developed customer specific database, reports, documentation, and related applications
• Modified computer database and related reports and documentation as required further preparing and readying the Customer’s system for installation
• Consulted with customers to determine and review hardware, software, or system functional specifications and obtain initial customer sign-offs prior to system installation
• Conducted training sessions with small end user groups including clarifying issues with customers, troubleshooting problems, collaborate with the other departments on resolving issues
• Developed Training Materials for Users, Administrators, and Support Personnel
• Managed staging and set/up breakdown of equipment/hardware to minimize post-installation support requirements

Helpdesk Technician

Responsibilities:

• Handled an average of 75 to 100 calls a day for the centralized UMD IT Helpdesk
• Administered remotely daily system checks and account administration
• Proactively monitored system disk space, processor usage and error logs to provide appropriate notification in the event of a problem
• Participated in technical research and development to enable continuing innovation within the infrastructure.
• Participated in performing daily backup operations, ensuring all required file systems and system data were successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary
• Performed normal helpdesk activities (responding to emails, phone calls, verbal request and managing user accounts)
• Gathered required information from customer for troubleshooting purposes to include troubleshooting, diagnosing, documenting issues and escalating as appropriate
• Demonstrated a willingness to accept new or additional responsibility. Participate in the on-call rotation schedule