SUMMARY:

• Confidential has been a help desk manager for over 12 years. Additionally, she has over 25 years of experience working in or leading tiered support environments. On a Confidential project, she managed hardware and software Level 2 Support (2LS), a staff of 55 analysts, 3 team leads, and 1 manager, in a 24x7x365 environment, using Remedy for case and problem management.
• She is adept at implementing automated help desk solutions, tracking metrics on call volume, case management and root cause analysis; developing documentation, support materials, web - enabled curricula, negotiated Service Level Agreements, and knowledge bases for technicians. She is well versed in a wide range of automated call center tools and support methodologies. Her professional attitude and wealth of experience will allow her to adapt quickly to call center, help desk, service desk/center and technical support environments.

TECHNICAL SKILLS:

Applications: Heat, Magic, Clear Quest, Remedy, IPCC Softphone, Automatic Call Directory (ACD) Avaya, Avaya CMS Supervisor, Active Directory Management, Altiris, Dame Ware NT Utilities, Remote Desktop Connection, Ariba, NetIQ, Net cool, CRM, Web Conferencing Tools, Ariba Now, Siebel, Ineto Call System Helpdesk (Web-based), Quick Base, SharePoint, Operating Systems: Novell, Windows 95/98, 2000, 2005, NT/XP, LAN, WAN, UNIX, SQL & DOS, Cisco 4.6 VPN, TCP/IP, IP Protocols, Windows File Permissions, Microsoft Exchange Administration, Windows 2000 Servers, Citrix Server Domain, Domain Administration & Domain Migration, Hummingbird.Sever Support: Windows Server 2008, Exchange 2007, WebSphere

Languages: JAVA, HTML, XML, Visual Basic, C, & C++, database scripting, SQL Script modification, testing and writing queries.Tools: People Tools, SQR Express, STAT, Toad

Methodologies: SDLC, Agile/Scrum Iterative Development, & OSI Model

Management Support: Customer Liaison, Service Desk, Incident, Problem, Change, Infrastructure, Deployment, Help Desk Operations, Call Center, and Technical Support Management

Security Knowledge: NIST-based security plans, and performing and accreditation of federal information systems, security control baseline using NIST criteria and conducting IT system security tests and evaluations for technical verification and validation of system security controls, understanding of the federal IT system development life cycle and how security is to be integrated into the process, understanding and experience regarding relevant federal (e.g., FISMA, Privacy Act, HIPAA, NIST, OMB, and FIPS) information technology security regulations, standards, policies, and procedures.

PROFESSIONAL EXPERIENCE:

Computer Systems Manager

Confidential, NYC

Responsibilities:

• Senior Quality Assurance/Business Analyst Software, Help Desk Manager, Contractor, w3R Consulting Responsible for improvement of customer service via enhancement of customer survey Federal Reserve Board, Custom Application End User Support, Board of Governors, 12 Districts, OCC, FDIC, OTS, DOJ, & States, Staffing Help Desk Analysts, Level 2& 3 Support, Business Analyst’s & Quality Assurance
• Total Combined Staff 12, Development of Performance Management measuring processes, Tiered Support Staffing Process Improvement Plans, Operational Process Improvement Plans, Analysis and root-cause failure of software trouble tickets reported, Review Analysis of existing documentation to develop technical manual, troubleshooting support documentation, support materials, web-enabled curriculum, and knowledge base for technicians. Review Analysis of existing customer support escalation processes, internal support escalation processes, and Review Analysis of End-User Survey’s.

Senior Functional People Soft Consultant

Confidential

Responsibilities:

• Senior Functional Help Desk Consultant for tiered support start-up Service Desk, United States Courts, Administrative Offices, Contractor, Core Oracle/PeopleSoft Human Resources, Benefits, Payroll, Time and Labor, Leave Tracking, Employee Self-Service, eVacancy, ePerformance, Non-Oracle, eOPF, Staffing Skills assessments (10 resources)
• Review Analysis of Staffing Schedule, Contingency Staffing Scheduling, Desk Side Support, Development of Performance Management measuring processes, Tiered Support Staffing Process Improvement Plans, Operational Process Improvement Plans, Analysis and root-cause failure of software trouble tickets reported, Review Analysis of existing documentation to develop technical manual, troubleshooting support documentation, support materials, web-enabled curriculum, and knowledge base for technicians. Review Analysis of existing customer support escalation processes, internal support escalation processes, and Review Analysis of End-User Survey’s.

Help Desk Manager

Confidential

Responsibilities:

• Help Desk Support project, oversees daily operations for customized implementation of PeopleSoft used for Recruiting, Human Resources, Time & Labor, and Payroll, managing support staff of Level 4 analysts. Manages cases with Remedy, Automated Call Directory (ACD), and Hummingbird Server (repository for developer documentation). Provides metrics reporting on call volume, case management, and root cause analysis. Develops documentation including technical manual, support materials, web-enabled curriculum, and knowledge base for technicians. Uses SQL tools for Oracle database management.

Technical Support Manager

Confidential

Responsibilities:

• Key Member of a Project Management Team that won best software solution for construction Industry Managed 16 technicians and 2 team leads (Lithicum, MD & Sarasota, FL) in a tiered support organization (Levels 0-3), providing remote support. Set and monitored team objectives; provided support metrics to Quality Assurance and Development to ensure successful software deployments and data includes; performed thorough support criteria metrics reporting on weekly basis.

Customer Care help Desk Manager

Confidential

Responsibilities:

• Managed hardware and software Level 2 support using Remedy for case management. Managed staff of 55 analysts, 3 team leads, and 1 manager for USPS, (Germantown, MD & West Columbia, SC) developed knowledge base systems, developed cost saving initiatives for operations, developed continuity and contingency plans, maintained incident count at an acceptable range; and consistently achieved 90 second Average Speed Answered (ASA).

Help Desk Manager

Confidential

Responsibilities:

• Created IT Deployment Operational Environment to meet Customer Service Level Agreement. Single Vendor Contract ed to NCR for Startup Help Desk. In charge of hiring and terminating contractors Level 1 Help Desk, and, security clearances, escalation of trouble tickets, disaster recovery.

Network Engineer

Confidential

Responsibilities:

• Performed enterprise monitoring using Net Cool, NetIQ, UNIX, Novell, Internet Protocol IP, DHCP, DNS, FTP, TCP/IP, for Confidential, Managed databases using XML, Java, Sybase, Oracle, Excel, Access, and MS Tools. Network management extended to platforms, migrations, infrastructure and application support.

Team Leader Professional/Help Desk

Confidential

Responsibilities:

• Managed Help Desk & Data Center Operations (ARIBA International) using Dame Ware Remote Control, Tired Support Help Desk, staged new and recovered equipment and hardware support center for desktop and laptop issues, upgraded equipment Vendor Management, Procurement, monitored network infrastructure via Net Cool, and Net IQ.