SUMMARY:

• I am an accomplished leader in the application of service desk management, business analyst practices, supporting business operations, customer service satisfaction, process standardization, and project management skills. Offering 16 years of progressive experience facilitating the implementation of major projects and operational processes, business analyst review, and delivery of customer service.
• I bring to any organization experience high - level technical advice and promoted the understanding and acceptance of policies, procedures, and actions.
• I am a relationship-driven professional who nurtures and empowers my team to deliver unprecedented bottom-line results and products.
• Create project charters, statement of work, project management plans, requirements documents, scope management plan, create project schedule, risk management plan, cost management plan, manage capital project budgets ranging from 200K to 4M for telecommunications, managed multiple projects and deliverables, IT Infrastructure, and desktop projects with all being completed on budget and time, managed teams size 18 to 40 (Telecommunications Integration, Hardware, Software/Applications, Operating Systems, Mobile Devices/OS, and Service Desk Projects), provide structure and environments to keep teams focused on achieving agreed project schedule and budgets
• Analyze Employee Labor Relations investigations and determine how to represent their current business processes into a new Employee Labor Relations automated business system, review and report gaps in business processes from the functionality available in current software system, report system bugs and frequent user pain points to application stakeholders and developers for enhancement consideration, prioritize quarterly application enhancements and bug fixes with application stakeholders and developers, compile operational data for reports which include daily management status reports, weekly reports, and monthly quality management reports, interpret enhancement business requirements to ensure staff members thoroughly understand system changes and then apply it to support user inquires
• ITIL Implementation and Service/Helpdesk Management - Perform business process analysis to ensure all business processes were documented and followed per the ISO 9000 Standards and ITIL Framework, implement ITIL Incident, Problem, Release, Configuration Management, and Change Management Processes, managed a single point of contact service desk for 500 users, implemented processes for tracking urgent incidents and specialized request for user, served as Change Manager of the Change Management Board
• Achieved customer service objectives by contributing customer service information and recommendations to the strategic plans/ prepared and completed action plans implemented production, productivity quality and customer service standards; resolved problems, identified customer service trends, determined system improvements, and implemented change. Met customer service financial objectives by forecasting requirements; scheduling expenditures; and initiating corrective actions. Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; and forming focus groups. Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes. Maximized customer operational performance by providing service desk resources and technical advice; resolved problems; disseminating warnings and new techniques; detecting and diagnosing network problems.

TECHNICAL SKILLS:

Project Management Skills: Customer Software Development, System Migrations/Integrations, Enterprise wide Implementations

IT Project Lifecycle: Requirement Gathering, Requirement Analysis, Costing and Budgeting, Project Scheduling, Testing, QA, and Support

Software/Applications: Microsoft: Excel, Access, Outlook, PowerPoint, Word, Project, SharePointTechnical Skills: Windows, Firewalls, Citrix, Cisco VPN, Active Directory, SCCM

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Project Manager

• Built, installed, and maintained information technology tools used to support and implement the CTMS(Clinical Trial Management System) that is used throughout MedStar hospitals and clinical systems. The deployment was successfully completed in all of MedStar hospitals and current and new MedStar Medical Group facilities
• Developed presentations to be presented to Executive Team of MedStar Information Technology Team. The presentations displayed the current and proposed IT plan for the project
• Performed reviews of the major project portfolio, reviewed the cost and spending, project activities, performed metric reviews and activities, and all required documentation. The documentation includes post implementation plans, analysis of alternatives, project plans, Risk Management plans, Project Charter, Project Management Plan, and risk registers.
• Collaborated with other project managers about issues and the resolutions identified in the weekly and monthly reporting and presented to Executive Leadership for review and approval
• Held a seat on the team that reviewed all supporting documentation submitted by various project teams and identified issues, discrepancies, and or missing artifacts needed to successfully manage, document, and report on a monthly basis to management.
• Managed overall program schedule by developing and tracking project objectives, resource loading, and timelines
• Managed contract scope to ensure that schedule, cost and quality of products and services were delivered in a timely fashion and met objectives and goals
• Managed budget prepared monthly status reports for management
• Developed and managed the rollout communications and training plans (Communications and training resource assigned to the project team)
• Created change management request for necessary project changes and attended change management meeting to present changes to change advisory board
• Worked with the information security manager to perform and create procedures for system security audit and vulnerability assessments
• Recommended preventive, mitigating, and compensating controls to ensure the appropriate level of protection and adherence to the goals of the overall information security strategy

Confidential

Human Resources Specialist Project Manager

• Analyzed Employee Labor Relations investigations and determine how to represent their structure into the Employee Labor Relations system
• Review and report gaps in business processes from the functionality available in current software system
• Instrumental in reporting system bugs and frequent user pain points to application stakeholders and developers for enhancement consideration
• Prioritize quarterly application enhancements and bug fixes with application stakeholders and developers
• Compile operational data for reports which include daily management status reports, weekly reports, and monthly quality management reports
• Interpret enhancement business requirements to ensure staff members thoroughly understand system changes and then apply it to support user inquires
• Host meetings and gathering requirements from all stakeholders for assessing different software options
• Review current Employee Relations/Labor Relations databases for gaps and improvements
• Review various COTS packages and meeting with vendors for Employee/Labor Relations automated Enterprise Content Management Software
• Provide instructional and procedural guidance to Employee Labor Relations staff on proprietary software used for employee and labor relations life cycle processing, document repository, document workflow processing, and time recording system
• Develop project plan for implementation of new Employee/Labor Relations Enterprise Content Management software
• Implement new policies, allocates needed resources and oversees the Development of Enterprise Content Management system for Employee/Labor Relations Division
• Track and implement corrective actions and milestone accomplishments and evaluates progress on a continuing basis
• Test enhancements to the Business Reports/Dashboards
• Work with Division Director to create comprehensive reports to improve the overall development and execution of organizational programs
• Monitor post-orientation activity to ensure proper acclimation to NOAA
• Provide informational presentations on Employee Assistant Program, WorkLife4You, Reasonable Accommodations
• Analyze and gathering information to create reports to ensure all levels of management is informed of customer’s needs and request and ensuring they are being delivered
• Analyze and gathering results for in corporation into communications, case reports, and dashboards
• Manage projects from scoping to completion with the knowledge to complete projects on time and within the budgets

Confidential

Project Manager

• Performed as the strategic leader in developing/enforcing process and quality initiatives
• Interpreted enhancement business requirements to ensure staff members thoroughly understood system changes and then apply it to support user inquires
• Used ITIL best practices for implementing Change Management and Service Desk Level of Release Management processes
• Created the documentation numbering standard for Standard Operating Procedures updates, creation, for the Configuration Management Database
• Created and documented IFC’s Release Management Process and developed the same process for another division in the World Bank
• Managed all standard and emergency changes through the Change Management process
• Demonstrated effectiveness in maintaining a well-organized operation by ensuring the efficiency and accuracy of the work and information flow, monitor procedures, and implementing corrective actions as required
• Provided instructional and procedural guidance to IFC Project Deployment Team on proprietary software used for tracking project life cycle processing, document repository, document workflow processing, and time recording system
• Reviewed and reported gaps in business processes from the functionality available in current applications and COTs software system
• Prioritized and managed weekly, monthly, and quarterly application enhancements and bug fixes with application stakeholders and developers
• Created project charters, statement of work, project management plans, communications plan, requirements documents, scope management plan, create project schedule, risk management plan, cost management plan
• Defined requirements and planned project life cycle deployment
• Provided instructional and procedural guidance to IFC service desk on proprietary software used for tracking project life cycle processing, document repository, document workflow processing, and time recording system
• Reviewed and report gaps in business processes from the functionality available in current applications and COTs software system
• Instrumental in reporting application bugs and frequent user problems to application stakeholders and developers for enhancement consideration
• Prioritized and managed quarterly application enhancements and bug fixes with application stakeholders and developers
• Compiled project delivery for reports which include daily management status reports, weekly reports, and monthly quality and status management reports
• Interpreted enhancement business requirements to ensure staff members thoroughly understood system changes and then apply it to support user inquires
• Oversaw the implementation, maintenance, and monitoring of IFC users telephony networks to ensure optimum operating levels and minimal downtime
• Created and managed business participation in understanding pilot process, testing, and implementation plans
• Analyzed processes and provide recommendation to meet the organization’s goals
• Managed capital project budgets ranging from 200K to 4M for telecommunications
• Managed multiple projects and deliverables, IT Infrastructure, and desktop projects with all being completed on budget and time, managed teams size 18 to 40
• Managed technical direction of the project through requirements collection, design, implementation, and testing in accordance with project objectives
• Created integrated project plans for contract deliverables and new products in development projects
• Reviewed, managed, and controlled status of project and budgets
• Managed schedules and prepared status reports for direct manager, directors, and vice president of International Finance Corporation
• Provided policy guidance and program improvements to operational and project teams

Confidential

Business Operations Analyst/Requirements Manager

• Gathered data on and tracked status and progress on operational goals
• Compiled, assessed, and evaluated workload and performance measures for the organization
• Identified patterns/trends in ‘customer’ request; made recommendations for new services to introduce
• Made recommendations for changes/improvements to various work processes as needed to client
• Documented requirements from discovery meetings and created reports
• Reviewed current metrics to determine resource allocation at various sites through the United States
• Reviewed current escalation processes to determine resource allocation for each site
• Created finding reports to present to upper management for CIBER and Thermo Fisher Scientific
• Managed weekly conference calls with onsite Thermo Fisher support to review findings and prepare for final transition
• Worked with Thermo Fisher Scientific current IT staff to determine and document processes to follow the ITIL best practices guidelines
• Worked with Thermo Fisher Scientific and CIBER service desk manager to document incident and problem management processes
• Worked with Thermo Fisher Scientific and CIBER service desk manager to create groups to manage SLA metrics in the current ticketing system
• Worked with CIBER service desk manager to implement SLA reports and to create groups from ticketing system

Confidential

Project Manager

• Led a team of 18 Desktop, Network, and Infrastructure SME’s (Subject Matter Experts) to upgrade network infrastructure and to update 1600 desktops
• Over the course of the year responsibilities included but were not limited to development of the project plan, budget, development and execution, the statement of work, the procurement management phase, facilitated and documented team meetings, authored documentation and user’s guide for applications, and made oral presentations to Executives and Vice-Presidents displaying project status, issues, forecast, and new innovative products.
• Created and managed business participation in understanding pilot process, testing, and implementation plans
• Documented pilot and testing results that was presented to various stakeholders
• Managed overall program schedule by developing and tracking project objectives, resource loading, and timelines
• Deployed Microsoft Vista to 4500 desktops
• Worked with applications lead to ensure the SDLC was followed and ensured that all steps were documented
• Managed user’s data and application installs were successful
• Worked with selected team members on integration testing
• Implemented policies and procedures to ensure organization goals and needs were met
• Collaborated with other functional managers on operational decisions
• Analyzed and reviewed processes, their outputs and attributes to ensure they were meeting requirements
• Identified outputs by process steps and measured the attributes that were being supportive of sub-process
• Identified human performance needs for key individuals in the organization
• Engaged, fostered and managed strong relationships between different internal customers
• Managed overall program schedule by developing and tracking project objectives, resource loading, and timelines
• Managed contract scope to ensure that schedule, cost and quality of products and services were delivered in a timely fashion and met objectives and goals
• Developed, implemented, tracked, and analyzed metrics for project deliverables
• Developed and managed the rollout communications and training plans (Communications and training resource assigned to the project team)
• Worked with the information security manager to perform and create procedures for system security audit and vulnerability assessments
• Recommended preventive, mitigating, and compensating controls to ensure the appropriate level of protection and adherence to the goals of the overall information security strategy
• Assisted in the development of access-controls, separation of duties, and roles
• Assisted with testing of installed systems to ensure protection strategies are properly implemented and working as intended
• Maintained SOP and business process documentation that supported the business objective
• Managed and monitored departments SharePoint site

Confidential

Consultant

• Provided technical support on 3 proposal teams
• Gathered and compiled customer requirements
• Developed company biography and information
• Compiled information for technical portion of proposal
• Interviewed and met with possible candidates to fill positions outlined on proposals
• Provided Project Management support on 2 current contracts
• Provided ITIL best practice support on 2 contracts

Confidential, Vienna, VA

Deputy Program Manager

• Developed and implemented the plan for the new Single Point of Contact Service Desk
• Developed the step-by-step plan with timelines and received approval from management within first 45 days
• Negotiated asset inventory transfer from government asset manager to Confidential within 90 days of being on site
• Improved customer service experience and engaged customers and facilitated organic growth
• Led team to successfully meeting SLA requirements for a financial reward a total of 10 months while on the contract
• Managed six different projects simultaneously and completed all within budget and time
• Implemented policies and procedures for phone response, desk side visits, email responses, and for overnight request from users
• Evaluated and approved training for employees
• Established long and short term goals for employees performance reviews
• Served as the central point of contact for all service desk and operations issues or customer complaints
• Responsible for approving and disapproving leave request, arbitrate, and resolved staff complaints and grievances
• Assisted leads in planning and assigning work, setting and adjusting priorities, preparing work schedules and create opportunities to improve production and quality of work
• Initiated request for filling personnel vacancies
• Identified developmental and training needs of employees
• Assisted ISSO with preparing overall security plans and managed security operations of organization, including assignments and staffing
• Contributed to investigations of property loss, thefts and criminal activities
• Provides timely reports to firm management
• Recommended installations of new/latest security systems or a possible up-gradation in existing systems
• Researched market constantly to gain knowledge of latest trends in security system implementation and possible security threats
• Managed the delivery of the FDCC (Federal Desktop Core Configuration) program for all workstations on the FinCEN HQ network and the offices located outside of the US
• Tested various workstation configurations to ensure they were compliant with the FDCC guidelines and ensured that settings were not hindering the customers applications performance
• Managed various IT projects to ensure deliverables were being met for the CIO’s IT Stabilization program
• Met with Associate Director for monthly reporting status of the projects and also to provide updates on daily, weekly, or monthly as needed
• Worked with Contracting Officer Technical Representative(COTR) overseeing large complex projects
• Managed contract scope to ensure that schedule, cost and quality of products and services were delivered in a timely fashion and met objectives and goals
• Produced Project Management Reports in a format consistent with FinCEN requirements to allow FinCEN to assess the Service Desk performance
• Documented standard operating procedures for service desk and created policies for the service desk to support users, and government staff
• Created monthly reports tracking technician’s weekly performance
• Successfully controlled assets for FinCEN (Financial Crimes Enforcement Network) in database. Started the upgrade of database to track all required information for reports. (Purchase date, location, cost, type, brand, etc.)
• Updated and tracked the monthly Dashboard report for the Service Desk
• Developed, implemented, tracked, and analyzed metrics
• Used ITIL best practices for implementing Incident Management, Problem Management, and Service Desk Level of Release Management processes
• Created the documentation numbering standard for Standard Operating Procedures updates, creation, for the Configuration Management Database

Confidential, Rosslyn, VA

Project Manager/Service Desk Mgr

• Improved customer service experience, created engaged customers and facilitated growth
• Took ownership of customer issues and followed problems through to resolution
• Set a clear mission and deploy strategies focused towards the mission
• Developed service procedures, policies and standards
• Used tracking system to keep accurate records and document customer service actions and discussions
• Analyzed statistics and compiled accurate reports
• Maintained an orderly workflow according to priorities
• Led several teams service top, network, blackberry administrators, through different phases of the project management life cycle.(Initiation, Planning, Execution, Monitoring and Controlling, and Closing)
• Created project plans that included requirements gathering, resource management plan, communications plan, time management plan or schedule, scope management, and any other plans needed for the project
• Initiated request for filling personnel vacancies
• Managed personnel on project interviewed, hired, and removed candidates on project
• Identified developmental and training needs of employees
• Conducted performance evaluations and initiated warnings and reprimands
• Advised and mentored staff on work and administrative matters
• Allocated resources in support of assignments and monitored and evaluated both individual and group progress
• Developed and implemented new office procedures as necessary
• Monitored training budget for staff
• Managed system information security installation, operational planning, and risk mediation activities on more than 20 servers/systems worldwide ensuring all systems were updated
• Tested the Continuity of Operations (COOP) and Disaster and Recovery operations and tested COOP and DR during scheduled test runs
• Ensured information assurance by transmitting secure data between classified systems/ malware reverse engineering, penetration testing, and Certification and Accreditation (C&A) within Security Operations Center (SOC) environment.
• Draft installation manuals, installation progress updates, and incident response plans in order to enhance system security documentation; create required system compliance reports and information request
• Responsible for the employment, training, motivation, discipline and performance evaluation of assigned employees
• Ensured that the full customer service cycle was tracked. (initial customer contact, referral to appropriate resource, delivery of product, and follow-up with customer satisfaction query)
• Compiled and analyzed customer service metrics, summarized successes, and promoted efficiency and usefulness of current processes
• Managed day to day activities, scheduling, and customer center tasks that included; staffing holiday and weekend hours, and any disciplinary actions needed
• Oversaw daily operations of Level One and Level Two technicians
• Provided daily, weekly, and monthly status reports
• Worked closely with COTR to ensure customer needs were being met
• Coordinated resources necessary to complete time-sensitive tasks related to new user setups, conference room setups, migrations and/or other pc rollouts

Confidential, Rosslyn, VA

Service Desk Manager

• Investigated customer’s problems and find resolutions
• Communicated with customers via phone or email
• Provided scripts to read from during phone calls
• Handled major incidents that could not be resolved by tier 1
• Resolved complaints and order issues
• Analyzed data and statistics from daily, weekly, and monthly call reports
• Trained agents on how to adequately address problems over the phone or by visiting the customers desk
• Initiated request for filling personnel vacancies and interviewed candidates for open positions
• Identified developmental and training needs of current employees
• Conducted performance evaluations and initiated warnings and reprimands for employees
• Advised and mentored staff on work and administrative matters
• Allocated resources in support of assignments and monitored and evaluated both individual and group progress
• Configured prototype, testing, and integration of new and upgraded equipment hardware solutions in or to evaluate all system enhancements
• Identified weaknesses in field configurations while performing system requirement equipment installs, analysis and design modifications
• Provided troubleshooting, repairs, testing, and modification of Local Area Network (LAN) / Wide Area Network (WAN) services
• Performed equipment installs, relocations and maintenance of a wide array of equipment from Windows servers to Windows workstations and associated equipment, including printers, scanners, external hard drives, monitors, VoIP phones, and video teleconferencing equipment
• Opened and updated Service Request incident and problems using Remedy ticketing system; created and submitted request for needed parts to resolve service request
• Identified vulnerabilities, recommend corrective measures and ensure the adequacy of existing information security controls
• Educated business unit managers, business unite managers, IT development team, and the user community about risks and security controls
• Prepared detailed practices and procedures on technical processes
• Analyzed security incidents and presented a quarterly on technical processes
• Managed day to day activities, scheduling, and customer center tasks that included staffing holiday and weekend hours, and any disciplinary actions needed
• Oversaw daily operations of Level One and Level Two technicians
• Provided daily status reports to management
• Coordinated and provided classroom and one-on-one training for staff and customers

Confidential, Washington, DC

Service Desk Manager

• Developed and implemented procedures pertinent to the effective and efficient operation of the customer service department
• Monitored programs and procedures to ensure on-time delivery and customer satisfaction
• Set performance standards and met service goals of the organization
• Coached team in order to achieve high performance
• Worked continuously to stay current on customer service procedures and practices
• Oversaw daily operations of Level One and Level Two technicians
• Monitored call tracking database (HEAT) of all reported requests for service
• Provided daily status reports
• Identified and removed spy ware and viruses (extensive experience)
• Implemented policies and procedures
• Collaborated with various division Directors on decision making issues
• Evaluated and approved training for employees
• Established long and short term goals for employees
• Served as the central point of contact for all service desk and operations issues
• Responsible for approving and disapproving leave request
• Utilized LANDesk administration tools to resolve issues
• Performed account administration tasks for Citrix, Active Directory
• Coordinated and provided classroom and one-on-one training for staff and customers
• Coordinated resources necessary to complete time-sensitive tasks related to new user setups, conference room setups, migrations and/or other pc rollouts
• Initiated request for filling personnel vacancies
• Interviewed candidates for open positions
• Identified developmental and training needs of employees
• Conducted performance evaluations and initiated warnings and reprimands
• Advised and mentored staff on work and administrative matter

Confidential, Washington, DC

Network Engineer/System Admin

• Classified systems on the Resource Management/Executive group for the Department of State
• Administered user accounts and setup removable hard drives for users
• Administered MS Exchange accounts in Active Directory
• Provided training to users or other technical staff as required and undertook other related tasks as assigned by the Task Manager.
• Installed, configured and upgraded software applications to including: MS Office, Norton Anti-Virus, and other software that was used by the Department of State for over 500 users.
• Supported user Developer PC platforms (Windows 98, Windows NT 4.0 workstations and Windows 2000),
• Supported network server platform software (Microsoft Exchange, Microsoft Systems Management Server, Microsoft Windows NT 4.0 Server, SNA, and Open Net)

Confidential

Desktop Engineer

• Provided desk-side support for classified and unclassified users (approximately 5000) on a variety of PCs and laptops with Microsoft operating systems such as Windows NT 4.0, with some Win95/98/2000
• Managed workflow by prioritizing tasks to ensure timely and satisfactory resolution of customer trouble tickets using Remedy ticket tracking system
• Managed and assisted the provision of maintenance relating to existing systems including installation, upgrades, fault diagnosis and rectification
• Monitor service desk calls and manage message queues to ensure reported events are managed and prioritized
• Developed and nurtured strong stakeholder networks and relationships internally and externally

Confidential

Senior Lead Deployment Technician

• Led a team of technicians in the performance of their duties such as quality assurance and PC deployment duties
• Deployed over 6,000 Dell Computers and peripheral for the U.S. Navy
• Designed, developed, and tested processes for extracting data from legacy systems or production database
• Designed the process to meet service level agreements for data timelines and frequency
• Performed lead role on-site with upper level management and military personnel

Confidential

Senior Network Engineer

• Troubleshot and resolved complex server problems. In addition, performed server backups and restored files as necessary
• Monitored network email, print and files servers to ensure maximum up time and reliability
• Led projects for network and email server upgrades as directed by Network Operations Manager
• Managed backup of all servers
• Visited remote sites and fixed any server problems at Washington Navy Yard and Pentagon sites
• Managed the phones for the night shift for users in various countries in different time zones
• Did daily turnover to the day shift manager and ensured that all issues were reported and tracked

Confidential

Tier II Lead

• Managed 5 Tier II technicians providing onsite user support for the Department of Navy Headquarters classified and unclassified Network that consisted of approximately 5000 users
• Provided desktop support for a variety of Department of Navy-standard PCs and laptops (HP, Digital, Micron, Gateway, and Toshiba) with standard desktop images (mostly NT 4.0, and some Win95/2000, and standard apps such as Office 9x/2000
• Ensured network services capabilities (network printing, Exchange mail w/Outlook, access to network storage, remote connections, etc.) and supported a variety of non-standard workstation configurations
• Managed user’s accounts (created, modified, and deleted)
• Investigated reported issues and ensured they were resolved to user’s satisfaction
• Managed workflow by prioritizing and delegating tasks to ensure timely and satisfactory resolution of customer trouble tickets using CMS and Remedy

Confidential

System Analyst

• Supported a site of 75 non-technical users in main location and 15 users in 2 satellite locations
• Provided desktop support for 32 laptops used by telephone repair men
• Managed all MAC’s (Move, Add, Changes)
• Replaced all desktops, laptops, and printers
• Managed hardware and software inventory for my location