PROFESSIONAL EXPERIENCE:

Manager, IT Service Desk

Confidential

Responsibilities:

• Managed 9 agent IT Service Desk for healthcare services provider
• Through streamlining processes and automation reduced daily email volume by 98%
• Improved processes and Knowledge Base (KB) raised first contact resolution (FCR) by 20%
• Implemented efficiencies and improved training raised customer survey rates to 98%
• Created self - service portals reduced Service Desk touch labor by 27%, reduced follow-up calls
• Help develop improved virus/malware reporting, resolution and root-cause-analysis (RCA)
• Established COOP plan to continue operations during inclement weather/emergencies
• Generated daily/weekly/monthly data analysis and reporting aids for management
• Helped to integrate ServiceNow modules into the organization, improving tracking and reporting
• Developed first ever training plan and job aids for agents, implemented certification/recertification
• Incorporated eLearning courses to improve customer service, empathy and listening skills

Operations Manager

Confidential

• Tasked to review organization’s incident, problem and change processes, improve interoperability
• Charged with integrating ITIL best practices and redrafting process documentation
• Consolidated multiple process documents into a single IT process document improving work flows

Manager

Confidential

• Managed incidents and coordinated resolution across 23 locations for Client’s 70,000+ users
• Worked directly with Client’s Incident Response Team (IRT) to manage outages/service disruptions
• Improved monitoring/cooperative actions resulted in a FCR rate exceeding 70%
• Developed Hp OpenView fed SharePoint operational dashboard providing near-real time reporting
• Managed four-person incident/problem team monitoring incident resolution, outages and trends

Manager, Service Desk

Confidential, Chantilly, Va.

• Managed 60+ agent team at two locations (Virginia and Colorado) supporting client enterprise
• Recorded and processed more than 1,000 incidents daily for Client’s 70,000+ IT users
• Improved/streamlined processes resulted in exceeding monthly SLAs/KPIs during tenure
• Transferred high-volume/low-effort work from Tier II/III to Service Desk, improved SLA results
• Led project to cut costs/improve resource utilization, developed centralized management solution for organization’s System Administrators; improved SLA performance, reduced staff by 32%
• Performed site performance audits, developed Performance Improvement Plans (PIPs) for sites
• Set benchmark; participated in information sharing with 3 other Gov’t Intelligence Agencies
• Merge 3 other Client Help Desks into the contract Service Desk, centralizing services for Client
• Participated in Program Management Reviews (PMRs) and Client presentations
• Developed formal training plan, consisted of multiple phases, certification & recertification

Incident Manager

Confidential, Chantilly, Va.

• Responsible for managing implementation of HP OpenView and existing tool phase-out
• Utilizing SharePoint and HP OpenView created near-real time incident and SLA reporting
• Participated in Program Management Reviews (PMRs) and Client presentations
• Participated in Request-for-Change (RFC) and Statement of Work (SOW) development
• Worked with Client’s IRT to develop complimentary processes and improve SLA compliance
• Improved monitoring/cooperative actions resulted in a FCR rate exceeding 62%

Manager

Confidential, Chantilly, Va.

• Managed 7-person incident team monitoring, directing and reporting on incident resolution
• Developed Remote Admin Team (RAT) to improve incident resolution; reduced backlog by 42%
• Utilizing SharePoint and a proprietary service management tool, created near-real time dashboard
• Participated in Program Management Reviews (PMRs) and Client presentations
• Participated in Request-for-Change (RFC) and Statement of Work (SOW) development
• Performed site performance audit, developed Performance Improvement Plan (PIP) for site
• Drafted Engineering Change Proposals (ECPs) and proposed contract modifications that improved processes between the contract and Customer, reduced costs and increase work for the contract

Manager, Change Management

Confidential, Chantilly, Va.

• Developed plan and implemented centralization of project/change managers across 23 sites, resulting in a 63% staff reduction and an improvement in on-time delivery by 35% within 3 months
• Worked with Subcontract and Client leadership to transition reduced staff to other billets
• Managed 58 project/change mangers, processing more than 1,100 projects across 800 sites
• Streamlined and standardized processes, resulting in a staff reduction of 13
• Created Squadron dashboards allowing Commanders to monitor all projects under their AOR
• Performed site performance audits, developed Performance Improvement Plans (PIPs) for sites
• Worked with Client and Logistics teams to reduce desktop delivery from 120 days to less than 20
• Participated in Program Management Reviews (PMRs) and Client presentations
• Participated in Request-for-Change (RFC) and Statement of Work (SOW) development

Contract Site Lead

Confidential, Chantilly, Va.

• Managed 48 multi-functional technicians for Client’s Program Management Division (PMD)
• Provided direct liaison between Client and contract for staffing, SLA and SOW compliance
• Responsible for hiring/firing, performance counseling, evaluations and promotions
• Assisted Client review of labor costs; resulted reduction of 10 positions; $800K savings annually
• Participated in Program Management Reviews (PMRs) and Client presentations
• Participated in Request-for-Change (RFC) and Statement of Work (SOW) development

Change Management Lead

Confidential, Chantilly, Va.

• Managed 7 project managers, 5 Logistics agents and 5 Desktop Support technicians
• Responsible for managing the personnel assigned to me and ensuring SLA & SOW compliance