SUMMARY:

• Experienced, customer - focused Support Manager passionate about overseeing and providing quality support of end users through incident management to troubleshoot and resolve technical and process/procedural issues.
• Specializes in identifying process improvements through user feedback, problem management, monitoring metrics, and trend analysis. Enjoys coaching & training direct reports and user base through live or virtual forums; developed self-service training options such as videos, frequently asked questions, and knowledge bases.

CORE QUALIFICATIONS:

• Customer Satisfaction
• Conflict Resolution
• Documentation
• Scheduling
• Training
• Quality Assurance
• Recruiting
• ITIL Certified
• Work Force Management
• Call Center
• Process Improvement
• Vendor Contracts
• Metrics Data Collection & Analysis
• Ticket Tracking Software
• Project Management

SOFTWARE:

• Microsoft Office 365
• SalesForce
• CRM Software
• ServiceNow
• BMC Remedy
• Maximo
• Atlassian JIRA
• Atlassian Confluence
• Techsmith Camtasia
• ACD Systems (Avaya, Callfinity, CMS, If by Phone)
• Adobe Captivate
• Bomgar Remote & Chat

PROFESSIONAL EXPERIENCE:

Manager, Client Support

Confidential, Washington, DC

• Managed and directed the work of the Client Support staff by reviewing outstanding customer issues on a regular basis to ensure high levels of customer satisfaction and quality were delivered in a timely manner
• Oversaw two different teams of Tier 2 Client Support Specialists who provided post-sale support to external clients on customized Learning Management Systems
• Developed and executed strategy for Client Support operations including Customer Relationship Management processes, telephony, and other supported Confidential
• Helped with prioritizing issues and provided an interface to other teams to reduce the turnaround time for resolving client issues
• Served as point of contact on case escalations from clients. Facilitated in the resolution of issues, as needed, by managing critical and highly sensitive cases.
• Proactively managed and communicated with clients to ensure high level of customer satisfaction
• Ensured plans were in place to support new software releases as well as confirming resolved bugs, patches, and maintenance releases were delivered with a high degree of quality from the Product Development team
• Conducted bi-weekly one-on-ones with team members to provide coaching on the progression of daily caseload, individual metrics, career guidance, and discuss client survey results, etc.
• Participated in weekly client sessions to discuss widespread issues with products, provide tips, and product documentation
• Captured, analyzed, & reported monthly support metrics for the Vice President of Global Support
• Provided directives to teams based on trends demonstrated in metrics
• Responsible for analyzing the workload and processes of the Tier 1 team and recommended improvements to Tier 1 management continually enhancing the team’s skills around client satisfaction
• Provided guidance and training on the supported applications, technical environment, and processes to new team members

IT Customer Support Manager

Confidential, Washington, DC

• Provided operation management of 24x7x365, 2-tiered (Tier 1 & 2) IT Help Desk supporting 18,000 employees and contractors across multiple locations through call center, remote, deskside, & on-call support
• Provided monthly metrics report of customer support related activities to Deputy Chief of DCI
• Monitored customer calls and used Quality Assurance results to identify and implement process improvements
• Mentored and coached team members utilizing daily productivity reports, weekly call monitoring results, and other performance metrics to motivate and develop analysts/technicians
• Supported special events by supplying IT resources, equipment, and coordinating with designated Points of Contact
• Managed staff to meet performance requirements; ensured schedule and process adherence
• Conducted on-boarding training to new team members and quarterly training updates with team
• Calculated & distributed staff performance scores for quarterly shift bids and vacation scheduling
• Responsible for overseeing and maintaining vendor contracts for IT staff
• Utilized Work Force Management tool to plan schedules, spot trends, and forecast call volume

Service Desk Lead

Confidential, Hyattsville, MD

• Supported Operations Support activities for the Federal Emergency Management Agency (FEMA)
• Created process improvements based on ITIL principles, including tools to support and enhance the service desk operations
• Developed and assisted in developing Standard Operating Procedures (SOP) for NFIP IT Enterprise Group (Operations Support, Asset Procurement, Asset Management, etc.)
• Established Key Performance Indicators (KPIs) to optimize Service Desk performance and customer service satisfaction
• Monitored and measured Operations Support performance according to the SOP utilizing reports pulled from BMC Remedy
• Identified trends in reported issues and provided results to senior management to ensure careful planning and forecasting
• Recommended solutions to improve Operations Support activities (Customer survey, phone and ticketing solution, etc.)
• Established and facilitated the Asset Procurement process and maintenance of the Asset Management process
• Developed internal and external knowledge bases and Frequently Asked Questions (FAQs)

Service Desk Lead

Confidential, Washington, DC

• Facilitated the support of 3 national systems; Automated Inventory Tracking System (AITS), Shipment-In-Place (SIP), and Automated Data Collection Tool (ADCT) Handheld Scanner to 5,000+ end users at the Federal Aviation Administration (FAA)
• Trained and directed team members on analyzing, escalating, resolving and communicating user reported service requests according to the process defined in the Service Desk Management Plan
• Monitored tickets using JIRA (Ticket tracking solution)
• Coordinated with Tier 2 on escalated tickets to resolve user reported issues
• Coordinated day-to-day support activities of the Tier 1 Service Desk team by scheduling on-duty times and planning coverage capacity; conducted quarterly and annual employee reviews
• Provided coordination between cross-functional teams on project efforts requiring Service Desk/End User input (i.e. Member of the Change Advisory Board; Usability Analyst with the Requirements team)
• Subject Matter Expert on the AITS application for the entire FAA-AITS project
• Participated in requirements briefings as a representative of the user base to identify as-is requirements and suggestions for to-be requirements and application improvements
• Responsible for onsite and web-based client trainings on new and existing functionality within the AITS and ADCT systems
• Advised on scheduling, developing, and delivering application training to project team and client user base (back up trainer)
• Bi-annually assessed and analyzed team/project knowledge of systems to determine training needs
• Assisted and advised on the development of FAQs, Quick Start Guides, and User Guides on supported applications
• Monitored and measured Service Desk performance according to the KPIs established in the Service Desk Management Plan
• Identified trends in production reported issues
• Established and managed annual Service Desk initiatives and SOPs