Onsite Program Manager Resume Washington, DC - Hire IT People

SUMMARY:

It Support | Service Delivery | Operations Management | Project/Program Management
Experienced HDI - trained and ITIL certified IT Support Manager with Project/Program Management background, and a talent for building award-winning teams, raising customer satisfaction and overall process improvement
Experience in delivering excellence in service operations and customer success management
Experienced in delivery of Major Incident & Problem Management leadership
Experienced in 24X7X365 Crisis Management and team leadership
Experienced in project management (product rollouts, Hardware/Software migrations and refreshes)
Experienced in establishment of best practices for Customer Satisfaction improvement

WORK EXPERIENCE:

Confidential, Washington, DC

Onsite Program Manager

Responsibilities:

Managed 2 Team Leads, a Problem Manager, Knowledge Manager, ITSM Admin & Staff of 20
Managed SLA compliance & continuous services improvement
Managed a team of Service Desk professionals, Call Center Agents and Field Engineers, Tiers I & II.
Established Quality Assurance using Remedy and Survey Monkey for Customer Satisfaction Surveys.
Utilized ITIL best practices to enhance and optimize the services provided to end users.
Delivered Service Desk metrics stats reports for the Confidential and CIO.
Researched Confidential & IVR systems for the Support Center for budget consideration by Sr. Management
Maintained Knowledge Articles on SharePoint as a central repository for our Knowledgebase system
Coordinated with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives.

Confidential, Largo, MD

Onsite Program Manager

Responsibilities:

Managed 2 Team leads and a Team of 14 Technicians
Managed weekly scheduling and support of the Emergency Operations Center ( Confidential )
Raised customer satisfaction rate from 40% to 95% average
Maintained an uptime of 100% service availability for 3 years
Maintained Quality Assurance using Remedy for Customer Satisfaction Surveys
Successfully coordinated and supported a 9,000 PC Laptop workstation refresh (Windows XP & 7)
Successfully supported Enterprise SAP rollout - Phase One and Two
Successfully supported several MS Office version upgrade projects - Office 2010 and 2013
Successfully supported migration of on premise exchange email to MS Office365 cloud mail
Requested upgrade of Avaya Confidential /IVR system and softphone client for enhanced features
Knowledgeable of Workforce Management systems such as Confidential & collaboration tools in SharePoint
Maintained and grew our knowledgebase system in SharePoint by adding 100 knowledge articles
Monitored chat, Websites, Social Media, Fax, SMS/Text & use of Mobile devices for customer support

Confidential, Largo, MD

Onsite Program Manager

Responsibilities:

Oversaw the operations of Enterprise-wide Call Center & Service Desk/field support services
Maintained an Avaya Automatic Call Distribution ( Confidential ) system for daily, Weekly & monthly reporting
Researched and proposed IVR menu programming options to Sr. management, a CSI initiative
Worked closely with Telecom Staff to review and update call routing programming as needed
Maintained an uptime of 100% service availability for 6 years
Developed a manual QA for all hardware images created and Remedy ticket reviews at team meetings
Responsible for Service Contract SOP implementation, compliance and overall Program Success
Supported Remedy 6.3 and 7.2 Server Administration and 7.2 and 7.6 clients for 7 years
Developed a Knowledgebase system using SharePoint intranet sites
Supported Confidential Service Desk Ticketing system and managed the migration to Remedy
Introduced use of chat, Websites, Social Media, Fax, SMS/Text & use of Mobile devices for support