SERVICE DESK MANAGER & DEPUTY PROJECT MANAGER Resume Washington, DCÂ - Hire IT People

SUMMARY:

Senior IT Executive with more than 15 years of experience with the same company.
Certified technician in ITIL Foundations v.3, MCP, MCDST, HDI Knowledge Management, A+, HDI Support Center Manager, and PMP (in 2014).
Energetic leader with the ability train, motivate and supervise customer - facing services personnel.
Proactive process-driven professional in assessing customer needs while addressing long-term future challenges.
Team player, acknowledged as “Total Quality Customer Service Professional.”
Expert in Windows-based operating systems, help desk solutions (BMC Remedy 7/8 and Footprints), Email Clients (GroupWise, Outlook), Databases Tools (Active Directory and SCCM) and Remote Desktop.

PROFESSIONAL EXPERIENCE:

SERVICE DESK MANAGER & DEPUTY PROJECT MANAGER

Confidential, Washington, DC

Responsibilities:

Manager of 20 Tier I & II Service Desk and Account Management Professionals.
Primary point-person responsible for more than 3,600 end users throughout CONUS.
Mentor, coach and educator charged with motivating team members in to increase efficiencies.
Evaluator of deficiencies in service delivery with a focus on customer satisfaction.
Spearhead staffing schedule to ensure adequate coverage during peaks and valleys.

Confidential

Responsibilities:

Author and approver of SOP content for processes and procedures relating to incident ticket creation and resolution.
Innovator constantly seeking new ways to improve the customers’ overall experience with the Service Desk.
Leader in the Remedy 7.5 to Remedy 8.1 upgrade including testing and requirements gathering, template design for incidents and Self Help Portal for customer self-service.

Confidential

Architect of operations

Responsibilities:

Designer of reports for Remedy Administration including daily, weekly and monthly reports based on customer requirements.
Organizer of daily and weekly meetings in order to facilitate upcoming activities, changes and new task orders.
Reviewer of design template and requirements for the application migration.

PROJECT MANAGER

Confidential, Washington, DC

Responsibilities:

Manager for staffing, scheduling, training and morale for a team of 10 technicians (Help Desk and Desktop Support).
Driver of financial-based metrics around quality of service delivery resulting in additional project incentives.
Director of desktop and laptop migration for 800+ users in two months (2009).
Architect of operating system migration from Windows XP to Windows 7 for over 800+ users (2011).
Manager responsible for 100% retention rate of staff.
Champion of all VIP resolution issues.
Reviewer of previous day’s incidents to identify trends, issues and problems.
Organizer of daily and weekly meetings with the key personnel to discuss and review previous week and the upcoming week activities.
Author and approver of all SOP content for processes and procedures relating to the Service Desk.

SERVICE DESK & DESKTOP SUPPORT MANAGER TIER I & II

Confidential, Washington, DC

Responsibilities:

Manager for staffing, scheduling, training and morale for a team of 14 technicians (Help Desk and Desktop Support).
Primary point-person responsible for more than 3,200 end users (1500 on-site, 300 CONUS, and 1400 OCONUS).
Organizer of weekly meetings with CIO, COTR and Infrastructure Lead to discuss processes improvements within operating environment.