SUMMARY:

Dynamic, solutions - focused IT Professional offering extensive experience managing projects of varying complexity, including SaaS programs and projects for major clients that include Fortune 500 companies. Skilled in taking ownership, and guiding development and implementation of IT management strategies to support business operations. Possess comprehensive knowledge of business computing technologies, along with business and administrative skills that enable effective budget management, resource allocation and IT operational control. Adept at defining project strategies, steering requirements gathering, scheduling and tracking to ensure on time under budget delivery. Excel at writing all technical documentation including training documents and system specification.

TECHNICAL SKILLS:

Systems: MS Windows (9X, NT, 2000, ME, XP, Vista, Windows 8 and Windows 10), MAC OS 10.xx

Software: Acrobat, Asset Insight, FileMaker Pro, Ghost, Internet Explorer, Safari, Mozilla, Lotus Notes, Meeting Maker, MS Office Professional Suite, Photoshop, Quicken, Quick Books, Retrospect, Timbuktu, Photoshop, Omnipage Pro, Topdown Flowcharter, FTP, Telnet, Secure ID, Acer Server, Easy Creator, Entrust/PKI, Visio, MS Project, HTML, Magic 9.0, HEAT, c.Support, Remedy, SCCM, Remote Software, Mozilla Thunderbird, Oracle Calendar, SMS Administrator Console, Altiris, Jabber Client, Microsoft CRM and ServiceNow.

Hardware: 3COM Hubs, Aspect Phone System (ACD), Avaya Phone System (ACD), NEC Phone System (ACD), Palm IIIxe, V, M505, M515, Blackberry, iPhone, and iPad, Dell, HP, and Lenovo ThinkPad s

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Technical Support Manager/Project Manager

Responsibilities:

• Provided an extensive deep dive into the current operations of the Help Desk, and the metrics maintained over the last year. Conducted resource allocation analysis in comparison with the amount of incoming tickets and the existing workload.
• Implemented ITIL process and procedures, to lower the Average Speed to Answer (ASA) from 15 minutes to 2 minutes, with a decrease in the abandonment rate from 15% to 6%.
• Responsible for overseeing the department of 40 Tier/II/III technicians located in Maryland, Arizona, Canada, and remote. Responsible for the recruiting, hiring, and performance management issues (including training and development).
• Responsible for answering calls, taking escalated calls, and de-escalating calls.
• Monitored metrics, workload, outages, knowledge base accuracy, and recommendations for improvement.
• Managed the Commitment to Service project schedule, to get the Help Desk back to the level of service the customers expect.
• Worked with the developers of CRM, to archive 3,000 open tickets for the Help Desk, which reduced the technicians open workload. Developed new dashboards and reporting to identify trends.

Confidential, Beltsville, MD

Owner / Contract & Proposal Writer & Consultant

Responsibilities:

• Deliver expertise in gathering, synthesizing and presenting information, along with conducting detailed research, revision and improvement of technical content for operations and technical staff.
• Cultivate strong and productive relationships with customers to facilitate accurate articulation of requirements and expectations.
• Foster close relationships with technical expert to facilitate effective research, writing and publication of a broad spectrum of documents for diverse audiences. Effectively coordinate and edit technical input for subject matter experts.
• Effectively coordinate and edit technical input for subject matter experts.
• Create Standard Operating Procedures (SOP), Service Level Agreements (SLA), and metric reporting for Help Desk and Desktop Support environments as a Site Matter Expert (SME). Conduct Help Desk trend analysis reports to address the most critical challenges and implement process changes with the most impact towards customer service.

Confidential

Project Manager

Responsibilities:

• Held overall responsibility for project management, quality and completion.
• Steered all operational functions throughout project, Service commencement and beyond.
• Steered successful delivery of Transition and Transformation project, managing all aspects of project planning, tracking, resource allocation, and reporting.
• Developed preliminary Integrated Transition and Transformation plans to support proposal for response inclusion.
• Delivered astute technical expertise authoring draft proposal response sections.
• Effectively defined and developed final Integrated Transition Plans (ITP) for client approval.
• Expertly reviewed and finalized detailed plans, costs and resource models.
• Fostered effective project communication through implementation and management of various structure.

Help Desk Manager and Tier III Manager

Responsibilities:

• Applied technical skills and strong leadership abilities to oversee a team of 25 engineers working on the design, and implementation of Active Directory.
• Steered creation and management of Microsoft Project file, ensuring compliance with Project and Portfolio Management Center (PPMC) guidelines.
• Efficiently organized and facilitated meetings to gather requirements from internal teams and clients.
• Developed standard operating procedures SOP’s, ITIL process and procedures, and defined and executed all SLA’s

Project Manager / PC Deployment Coordinator

Responsibilities:

• Led software requirements gathering and oversaw offshore teams, steering development, testing and deployment of custom image for new and legacy systems.
• Created documents for deployment, and training of technicians covering project deployment in 20 locations.

Project Manager

Responsibilities:

• Steered development, coordination and implementation of PC refresh and Disaster Recovery projects.
• Applied exemplary customer service and relationship management skills to facilitate accurate interpretation of needs, and expectations, and determine resource requirements necessary for successful project completion.
• Planned and scheduled project timelines, established key milestones, tracked project deliverables.

Service Delivery Manager

Responsibilities:

• Oversaw all aspects of multi-year technology outsourcing agreement encompassing application development, support and process outsourcing services.
• Maintained and strength customer relationship optimizing satisfaction by consistently meeting existing and potential infrastructure and application needs.

Help Desk Team Lead

Responsibilities:

• Delivered high levels of technical and organizational skills to effectively manage Tier III Work Service Team of 10 including 2 offshore, delivering System Engineering, QA Engineering, PC Provision, SCCM/SMS and Printer/Digital Sender Support for 4,000 customers.