Summary of Qualifications

• Outstanding leadership abilities able to coordinate and direct all phases of agile project-based efforts while managing, motivating, and leading teams
• Ability to organize, prioritize, and follow through to completion on multiple projects, with competing deadlines
• Adept at developing effective policies and procedures, process documentation, and technical/business specifications
• 14 years' experience in Sandia environment current Q clearance, over 19 years' experience in technical support, software and hardware troubleshooting environments, over 9 years' experience as a manager and technical service lead in various, highly technical environments

Professional Experience Confidential

Computer Support Operations Lead

• Worked effectively with customers and team members to meet organizational or projects mission
• Coordinated various projects in regards to Windows XP Migrations, Facilities Moves and Networking Projects
• Assisted with process and procedures on migrating users personal files in Microsoft Outlook
• Identified, reviewed and maintained knowledge base articles for current technical issues
• Proficient in Microsoft Office products such as Word, Outlook and Excel
• Experience with ITIL based Incident Management Solution BMC Remedy
• Continually analyzed and improved processes to meet service and quality objectives, often collaborating with various teams
• Created, managed, and maintained IT Service Management ITSM Strategy, Policy, and Procedures
• Developed and sustained effective long term relationships, with other IT partners and customers
• Participated in meetings with Sandia Delegated Representatives SDRs , to analyze operations, processes, resources and adherence to policies
• Worked with Service Managers to develop contingency plans for major incidents service disruptions and other significant changes
• Responsible for interviewing and selecting potential employees
• Assured appropriate staffing of team to meet service delivery expectations
• Responsible for coaching, training and delivering employee performance assessments
• Motivated, trained and developed a diverse workforce and provided an environment conducive to achievement and growth
• Responsible for quality assurance, team's performance, and Service Level Agreements SLAs compliance targets
• Monitored, assessed and identified strategies to improve processes, services, and training, while maintaining customer satisfaction
• Instrumental in identifying key functional differences and training deficiencies between CA and NM Corporate site
• Championed ideas and strategies for improving Computer Support Unit to assist in staff satisfaction and retention efforts
• Participated in on going improvement discussions for on boarding procedures
• Organized and coordinated training by partnering organizations to bridge identified gaps, resulting in first department recognition award
• Responsible for generating a variety of reports to produce metrics and effectively monitor team performance
• Analyzed data to ensure SLAs were being met while continuing to maintain customer satisfaction regarding service requests

Confidential

Mobility Team Supervisor Lead

• Acted as administrator in maintaining documentation on team's SharePoint site
• Provided desktop and remote computing assistance to a wide range of customers
• Provided general maintenance including hardware and software diagnostics, troubleshooting, repair and upgrading of hardware and computer equipment
• Installed customer specific hardware and software as needed, as well as, maintaining custom and generic system images
• Ensured functionality of user applications to meet customer requirements
• Prepared hardware configuration for laptops to limit potential vulnerabilities introduced back into Sandia's network and reduce risks while traveling
• Focused on Cyber Security issues, minimizing threats with generic image
• Experienced in implementing and testing various encryption methods
• Scanned systems for vulnerabilities, malware and other system changes via forensics
• Attended formal forensics training, along with experience in using Encase software for recovering deleted files and folders, forensics analysis
• Presented information at NLIT, as well as, attending conferences for the purpose of exchanging information and staying abreast of technological changes and advancements pertinent to the ITSM discipline
• Played a key role in auditing processes and/or any corrective action implementation for risk mitigation
• Interacted with Service Managers to meet business needs
• Built strong customer relationships across all organizations, participated on various teams
• Coordinated training on issues related to Export Control and Counter Intelligence
• Assisted customers with policies and documentation necessary for foreign travel, interacting with Export Control and Counter Intelligence
• Generated and determined metrics to optimize performance of the team
• Served as a resource, senior technician and mentor to the team
• Maintained and developed documentation on policies, procedures, and training manual for the team
• Responsible for training technicians in classroom environment, as well as, one on one training
• Continually strived to improve processes and procedures

Confidential

Supervisor of Classified Network Microsoft Office Specialists

• Identified and solved various client issues, network and Microsoft application challenges utilizing SMS Remote Connection
• Provided extensive support for all MS Office products, as well as, Outlook and Internet Explorer
• Developed policies and procedures for the Classified Network
• Collaborated with software developers to establish central point of contact for Classified Network.
• Worked with SCN developers to gain access to and support their applications on the Classified Network
• Played dual role as Lead for both the Sandia Classified Network SCN the Microsoft Office teams
• Responsible for training, coaching and general guidance for support agents and new hires in both Office and SCN areas
• Acted as team member on Thin Client Team and the Metrics Team
• Created and modified SQL queries to extract data from BMC Remedy ARS database
• Created ad hoc queries on demand from the BMC Remedy ARS database for metrics reporting
• Maintained employee and call volume metrics to ensure adequate client coverage provided training when needed, tracking metrics on the Helpdesk website