SUMMARY:

• Change management leader with success in analyzing and improving business processes
• Strategic thinker and motivator
• Customer service orientated leader
• Dynamic project manager

PROFESSIONAL EXPERIENCE:

Confidential

Manager, Help Desk

• Manage a team of Help Desk professionals, lead professionals, and supervisor/team leads for optimal performance.
• Manage Satellite Branch Analysis Personnel (NOAA)
• Manage National Ice Center Personnel (NOAA)
• Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary
• Prepare the support team for new products, procedures and service releases
• Monitor systems and instruments in accordance with documented procedures
• Prepare and distribute reports, including but not limited to weekly and monthly status reports
• Apply and/or enforce ITIL, change management processes and risk management processes
• Provide diagnosis and troubleshooting over the telephone, via web portals email systems or other mediums
• Resolve escalated problems in accordance with Service Level Agreements
• Facilitate daily CRM ticket meeting, Network and System status meetings.
• Facilitate bi - weekly Help Desk improvement process meeting.

Confidential

Help Desk Support Specialist III

• Handled incoming phone calls, email communications, and anomalies.
• Monitored satellites, systems and instruments in accordance with documented procedures
• Provided diagnosis and troubleshooting over the telephone, via web portals email systems or other mediums.
• Assist in troubleshooting advanced technical issues within the network/systems.
• Documented help desk ticket/resolution and assigned to appropriate area or status.
• Diagnose, resolve, and follow up on customer technical problems.
• Escalated problems in accordance with Service Level Agreements.

Confidential

Senior Client Services Representative

• Assessed, process and connect clients to appropriate social service agencies.
• Communicating and meeting with clients family, Parole/Probation Officers, Social Workers and healthcare professionals.
• Complete intake process and collaborate with clinical personnel for client Treatment programs.
• Document client contacts and complete case activity logs and statistical data with all related documentation.
• Facilitate client action plan for career path and educational development.

Confidential

Contractor Asset Management Technician

• Audit Government Information Technology Assets
• Install end user desktop, local/network printers & peripheral equipment
• Deliver assets to satellite installations
• Inventory new assets and ensure electronic files are transmitted to appropriate personnel
• Trouble shoot end user system failures and accurately diagnose computer Hardware/software problems
• Ensure inventory control documentation is completed for asset delivery/transfers.
• Respond to customer incidents and install customer hardware
• Ensure update to BMC Remedy System

Confidential

Supervisor, Meter Installation & Test

• Distributed field assignments for meter tests, special meter readings, and disconnection of electrical services
• Ensure proper rated meter installations were performed by field technicians
• Deployed resources to respond to power outages
• Performed field inspections
• Coordinated joint field operations with the Washington Metropolitan Area Transit Authority Supervisor Billing Services & Investigations
• Successfully revised workflow process for non-billed accounts
• Coordinated and administered training for Billing Maintenance Representatives
• Developed & documented departmental role for Revenue Protection Task Force subsequently introducing $250K previously non-billed accounts into the billing stream.
• Coordinated departmental diversity activities with Human Resource Business Partner which resulted in department recognition for commitment to diversity.
• Collaborated with special Employee Action Team to develop diversity initiatives

Supervisor Customer Operations

• Monitored call volume for Customer Service Reps (CSR) performance and provide coaching as necessary
• Retrieved statistical data from ACD system for review and CSR evaluation
• Updated call center database statistics
• Updated recorded outage messages as needed
• Maintained shift schedules and call volume coverage

Supervisor Meter Reading

• Supervised disconnection of service activities for qualified accounts
• Ensured regulatory guidelines are met for service interruption
• Developed productivity criteria consistent with industry standards
• Designed statistical reports for tracking and measuring departmental metrics
• Monitored annual budget and implemented cost control measures
• Implement safety measures which achieved zero OSHA reportable accidents
• Exercised staff safety training, including daily safety reminders, weekly safety bulletins and monthly safety meetings
• Restructured geographical routing activities for regional service area.
• Planned and managed account migration for 150K residential and commercial accounts
• Successfully led office staff in providing support services for field personnel and Customer Care