SUMMARY:

My purpose is to utilize my positive attitude and courageous spirit to empower others to reach their full potential, while achieving remarkable results. I want to work with an organization where I can lead and coach using my creative, energetic and collaborative concepts to cultivate an environment based on unity and respect.

EXPERTISE AREA:

• MIS Operations Management
• Service Desk Management
• Change Management
• Project Management
• Metrics Reporting
• Teambuilding/Training
• Inventory Management
• Licensing Management
• Dispatch
• Cost - Reduction Strategies
• IT Purchasing

TECHNICAL SKILLS:

• SBS 2008/2011
• Citrix
• Windows Server 2008
• Windows XP/Vista/7/8.1
• Symantec Backup Exec
• Symantec SEP
• McAfee
• Whats Up
• Problem Handling & Resolution
• Customer Satisfaction Enhancement
• Microsoft Visual Studio / Visio / Project
• Avaya CMS
• VMWare
• Adobe Products
• ConnectWise
• Quickbooks
• Verint
• Veritas
• Lync
• HEAT
• Remedy
• CRM
• SharePoint

PROFESSIONAL EXPERIENCE:

Service Desk Tech

Confidential, Calverton, MD

Responsibilities:

• IT Support Technician to provide Tier 1 & 2 services and support to multiple Federal contracts.
• Responding to and resolving Help Desk tickets, triage of service requests, escalation of incidents, high level of interaction with customers, and peers.
• Provide telephonic break/fix support for PC/Laptop hardware and software issues.
• Provide specialized support for incident analysis, fault isolation, troubleshooting, restoration actions after escalation to resolve tickets.
• Support Active Directory account issues.
• Assist customers with multiple hardware service requests.
• Create and update tickets for all activities taken.
• Expeditious ticket resolution and excellent customer service.
• Document resolutions for Knowledgebase articles.
• Update tickets including resolution and troubleshooting.
• Support Windows - based platforms including desktops, laptops, Surface Pro, as well as VOIP phones, iPads, and mobile phones.
• Provide remote support of Win7, Win10, SharePoint, Outlook, Office, and Active Directory account management.

CSA2/CSA Lead

Confidential, Windsor Mill, MD

Responsibilities:

• Prepare weekly agenda and meeting minutes for two programs
• Prepare and maintain project schedule for one program.
• Attend meetings weekly with the customer to review action items, next steps, project planning, etc.
• Conducting triage research and documenting findings to complex inquiries that other CSAs cannot address.
• Expediting answers for high-priority inquiries from providers, medical organizations, and other entities of the executive, legislative, and judicial branch of the federal government, as directed by CMS.
• Use Remedy to document tickets, following all standard operating procedures.
• Monitoring the resolution of open issues and ensure that all inquiries are resolved.
• Performing work consistently and quickly and reviewing and analyzing data entered in Remedy to determine trends.
• During high volume periods, answering calls directly and interacting with inquirers, providing accurate and quality responses while adhering to security and PII protection protocols.
• Identifying and recommending improvements to processes, as needed.
• Develop Standard Operating Procedures (SOPs) and detailed work instructions.
• Develop system and CMS reports as required.
• Used Microsoft Office 2013 and Remedy

Technical Support Manager, Service Desk

Confidential, Bowie, MD

Responsibilities:

• As the Technical Support Manager of the Service Desk, I am responsible for providing technical assistance, leadership and coaching to Service Desk staff. Directing and coordinating technical support operations and leading a team of Tier 1 & Tier 2 staff.
• Manage fast-paced service desk according to ITIL best practices and standard operating procedures
• Lead a team of Tier 1 and 2 local and remote staff including recruitment, supervision, scheduling, evaluating, observing, mentoring, and coaching.
• Oversee the handling of incidents, requests and work orders. Lead Service Desk staff to exceed service levels.
• Meet with Service Desk staff on a weekly basis to measure performance and monitor progress.
• Established metrics required to measure and determine readiness of the service desk. Analyzing performance through various statistical and reporting methods.
• Provide data and reporting of KPI’s and trends to IT Management in ad-hoc, weekly, and monthly basis.
• Continually analyzing data to provide further statistics to assist the agents in meeting their goals.
• Establish and document Standard Operating Procedures.
• 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.
• Serve as Tier 3 escalation support, resolve escalations from Tier 1 and 2 support staff.
• Lead team to resolve recurring and/or complex issues.
• An exceptional level of customer service and skilled at providing the highest level of service and value.
• Strong communication and documentation skills.
• A very strong technical and customer service background.
• Ability to collect and analyze metrics related to tickets as well as call center.
• Troubleshot issues with Microsoft Office, Remedy, scanners, printers, multifunction printers, CMS Communications Manager, SharePoint

Production Support Lead

Confidential, Owings Mills, MD

Responsibilities:

• Sub-contractor for Centers for Medicare & Medicaid Services (CMS)
• Provided direction to help desk team according to the requirements of the contract.
• Provided technical assistance to help desk technicians.
• Handled escalations from the help desk.
• Prepared agendas, meetings minutes, etc. according to Section508
• Created documentation for users, help desk technicians, management, etc. regarding procedures, instructions, how-to’s.
• Provided timely and periodic performance feedback input to the Production Support Manager regarding team members’ performance.
• Provided regular communication to management and the business on severe issues and outages with the resolutions.
• Independently interacted regularly with contractors of varying associate/management levels to discuss ongoing system support issues and projects relative to business areas.
• Worked with manager to assign resources to meet project objectives for the one large project with multiple deliverables being managed.
• Ensured standards were being followed and proper controls were in place to maintain the integrity of secure data.
• Troubleshot issues with Microsoft Office, Remedy, Citrix, Sharepoint

MIS Operations Manager

Confidential, Columbia, MD

Responsibilities:

• Initially hired as MIS Help Desk Manager, promoted to MIS Operations Manager within first year.
• Developed initial staff of 4 technicians. Increased staff to 11, into three sub-departments (Help Desk, Desktop Administration and Advanced Tech Support) within first year.
• Effectively communicated job expectations, coaching, counseling, performance appraisals, policies and procedures
• Metrics reporting via Avaya and ticketing system for call volume, quality, aging, etc.
• Coordinated independently the budgeting, purchasing, configuration and deployment of all staff and student equipment for new school openings.
• Independently outlined annual projects to plan for roughly 2,500 staff to receive new computers, monitors, printers, accessories, mobile devices, etc.
• Led budget presentations for all departments, including hardware spec matrix, departmental budget cost, deployment schedules, etc. Established MIS Equipment Guidelines for corporate staff.
• Established internal SharePoint site for MIS knowledgebase. Contributed 150+ documents to provide a document management system for MIS Staff.
• Handled technical escalations and provided direction for the team, hands-on technical assistance, and scheduling /resource management.
• Technical experience with Windows system administration, Active Directory, telecommunications and networking
• Demonstrated excellent leadership, organizational, and administrative skills with attention to detail.
• Stays informed of emerging technologies and make appropriate recommendations
• Establishes the policies, procedures, and practices for all MIS staff including Systems Administration, Networking, Telecom and Service Desk.
• Delivered continuous improvement in identification and resolution of problems
• Focused on the staff, processes, and procedures and training to reduce downtime and improve issue detection and response
• Created and maintained operational tools, monitoring tools, and metrics to provide metric reporting and trends
• Developed escalation procedures to provide reliable operations and response to incidents.
• Maintained close working relationships with internal departments and vendors
• Troubleshot issues with Microsoft Office, Project, Visio, Adobe products, Sharepoint, Proprietary ticketing system, Citrix, Remote connectivity, hardware including laptops, desktops, printers, multifunction printers, Windows 7/8.1, Symantec Backup Exec, Symantec SEP, Lync, Avaya CMS, VMWare

Help Desk Manager

Confidential, Columbia, MD

Responsibilities:

• Lead and coached 9 help desk and field service technicians. Help desk technicians in this environment were systems and network engineers from entry to senior level experience.
• Ensured team was provided with the necessary tools and training to exceed client expectations.
• Responded to escalated help desk issues where customer SAT issues and/or Tier 3 support is required. Dispatch of field service technicians and engineers.
• Interact with internal and external clients on all levels to help resolve IT-related issues and provided resolutions in a timely manner according to service level agreements.
• Project management related to network infrastructure planning and builds for new and established clients.
• Facilitated weekly one on one meetings with staff to ensure team is well informed of changes within the organization.
• Responsible for completing annual reviews for all staff.
• Maintained and efficiently updated configurations for customer’s networks, circuits, firewalls, etc.
• Delivered engaging, informative, well-organized presentations and reports. Reports were primarily used to determine Help Desk and Field Services efficiencies.
• Responsible for providing reports to senior management of customer tickets (including service level agreement reports), assets, configurations and weekly ticket review for managed service clients.
• Extensive experience with diverse network environments including VMware, SBS2008, SBS2011, Exchange 2010, Active Directory, Backups (including MirrorCloud).
• Implemented more efficient processes to proactively manage client networks.
• Configured and troubleshooting servers, firewalls, switches, workstations, thin clients, etc. as needed.
• Created and maintained training schedule to ensure staff are continually growing in the IT industry with cutting edge technology. Holding personnel accountable for training and provide updates to senior management on a weekly basis.
• Inventory management for customers and internal hardware, software and peripherals.
• Troubleshot issues with Microsoft Office, Project, Visio, Adobe products, Sharepoint, Proprietary ticketing system, Citrix, Remote connectivity, hardware including laptops, desktops, printers, multifunction printers, Windows 7/8.1, Symantec Backup Exec, Symantec SEP, Lync, Avaya CMS, VMWare

Senior Help Desk Technician

Confidential, Columbia, MD

Responsibilities:

• Provided leadership to 8 help desk technicians. Handled escalations for Tier II and III issues.
• Advanced technology administrative assignments such as global outage notifications, advisories to all internal personnel regarding Blackberry outages, Patches, Microsoft updates and Virus warnings.
• Provided mentoring and training of less senior staff.
• Troubleshot hardware performance/functionality issues.
• Active Directory administration
• Created HEAT business rules to notify personnel assigned to specific HEAT groups of global issues and ticket assignments. Used HEAT Administrator to create new admin accounts and to merge user profiles.
• Served as the senior point of contact for resolution of desktop related problems in the customer service department. Troubleshot, researched, diagnosed, documented, and resolved technical issues surrounding Windows XP, MS Office, Internet connectivity, remote connectivity, proprietary software and hardware.
• Blackberry configuration and troubleshooting, BES administration.
• Initiate escalation when needed to Systems Administration, Datacom, Telecom and Desktop Support. Worked as a liaison to assist with communication to the company during outages with these Technology groups.
• Ensured management awareness of problems that are severe in nature or exceed estimated timelines.
• Support Citrix connections, Oracle applications, Cisco VPN, Trend and SharePoint
• Created an entire knowledgebase within HEAT that includes hundreds of articles and training materials to assist internal personnel with PC, network, remote connectivity and proprietary software resolutions.
• Lead helpdesk technicians with a large acquisition. In this migration, I created all training documentation. Documentation included instructions on resetting passwords in Remedy, User Manager and Console One. Created escalation procedures and POC documentation for quick reference. Created all HEAT assignment groups, queues and assignees for Helpdesk personnel. Created many reference materials and documentation on the many applications we were responsible for supporting.

Help Desk Technician

Confidential, Columbia, MD

Responsibilities:

• Provide Level I and II support on the Confidential internal Technical Support Helpdesk to over 3,000 users worldwide
• Troubleshoot hardware performance/functionality
• Active Directory administration
• Used HEAT for ticket reporting purposes
• Set up workstations and laptops for new employees, configured systems, ensured network connectivity, installed and tested new hardware and software.
• Blackberry configuration, management and troubleshooting, BES Administration.
• Support Juniper, Oracle Applications, Cisco VPN, Symantec Endpoint Protection, Whats Up, SharePoint, and Citrix.

MSC Analyst

Confidential, Columbia, MD

Responsibilities:

• Provide Helpdesk support to over 400 offices / 3,500 internal employees nationwide
• Terminal Server administration
• Troubleshoot hardware performance/functionality
• Supporting several Maxim Healthcare specific Access database software
• Active Directory administration
• Used Magic for ticket reporting purposes
• Set up workstations and laptops for new employees, configured systems, ensured network connectivity, installed and tested new hardware and software.
• Served as the initial point of contact for resolution of desktop related problems in the customer service department. Troubleshoot, research, diagnose, document, and resolve technical issues surrounding Windows XP, MS Office, internet connections and hardware.
• Modem Share configuration used for HyperTerminal
• Exchange Server 2003 administration
• Teamed with Application Development and Tech Services on improvement and training for Maxim specific applications
• Currently training on SQL Server 2000

Help Desk Technician

Confidential, Herndon, VA

Responsibilities:

• Served as Tier 1 customer support for Avaya IP Office systems. Responsibilities included administration and programming of Avaya VOIP system.
• Active Directory administration and desktop support.
• Also responsible for fielding helpdesk calls, generating performance reports, monitoring reports and working with development team on hardware connectivity issues.
• Imaging with Norton Ghost
• Used CRM for ticket purposes internally and externally
• Remote access internally/externally using PC Anywhere, LogMeIn.com, Windows Dial-up, VPN, etc.
• Worked with a team of techs, supporting 50 users on-site and remote in a Windows XP Active Directory environment.
• Scheduled and dispatched field technicians to client sites.
• Installed Windows Server 2000 to Windows Server 2003
• Performed installations and troubleshooting of IP Office systems.
• Developed support policies and procedures with regards to billing, documentation and resolution for customer support and Avaya Maintenance agreements.
• Set up and configured Windows XP workstations and laptops for new employees, installed and tested hardware and software.
• Served as initial point of contact for internal helpdesk requests.
• Responsible for researching solutions for hardware/software conflicts with the Avaya software.