SUMMARY:

• Analytical, highly adaptable professional with extensive experience providing exceptional technical support and customer service.
• Strong learning mindset able to think independently as well as liaise effectively with channel and project teams.
• Skilled troubleshooter of issues with hardware, software, applications, networks, or devices.
• Experience with ACD, call - routing, migrations, voice-mail setup, T1-T3, VoIP, Instant Messaging and Skype, Network connectivity, troubleshooting, and training.
• Accomplished team leader talented in building and strengthening relationships across functions to drive cohesive, strategic operations. Captured six-figure cost savings for multiple organizations improving and streamlining processes.
• Developed high-performing teams consistently exceeding service level agreements (SLAs).
• Conducted software needs assessment and championed change management initiatives resulting in 11% savings.
• Demonstrated success in project management through complex help desk migrations and mergers.
• Optimized employee engagement through quantitative, metric driven decision making.
• Fostered teamwork in high-volume centers receiving over 20,000 monthly calls and e-mails.

EXPERTISE IN:

• Data Analysis - Help & Service Desk
• Deskside Support
• Project Management Customer Support Services
• Tier I - III Service Desk
• Technical Troubleshooting
• UC Operations
• Telecommunications
• Call Center Operations
• Software Management
• Process Improvement
• Cross-Team Collaboration

TECHNICAL PROFICIENCIES:

Platforms: UNIX, Solaris, Windows 10, Mac OS, Windows 7, Linux.

Software: Microsoft Word, Excel, Outlook, PowerPoint, Cisco Works, DNS, NETSYS, Lotus CC-Mail, VMware, NetBackup, SCCM, Service Now, Remedy, Active Directory

Hardware: IBM, Sun and HP servers, SCSI devices, Fiber Channel, Avaya PBX, Cisco PBX, Routers and Cisco Switches

PROFESSIONAL EXPERIENCE:

Confidential, Lanham, MD

Client Services Manager

Responsibilities:

• Subject matter expert for desktop and system center configuration management (provides remote control, patch management, software distribution, operating system deployment, network access protection and hardware and software inventory), VoIP system, and ITSM tool suite management. Interface with senior leadership and stakeholders ensuring all operational performance goals are aligned with business strategy. Supervise IT support technicians, Tier 2 Help Desk support analysts, and system administrators creating culture that consistently exceeds service level agreements (SLAs). Recommend cost containment possibilities, resource needs, and daily client service activities.
• Introduce significant process improvements, automating an additional 12% of operations resulting in $468,608 in savings.
• Conduct needs assessments on software need, usage, and availability realizing another 11% savings or $31,156.
• Exceed performance metrics achieving 4.6 CPAR score with a 5.0 goal; 88% customer satisfaction score with an 85% goal; and 100% database management score with a 75% goal.

Confidential, Baltimore, MD

Computer Tech Support Analysis Manager

Responsibilities:

• Controlled 24/7/365 high-volume Service Desk Tier I and II functions which handled 20,000 calls and 7,500 e-mails monthly.
• Reprioritized workflow, established priorities and conducted training and evaluations. Prepared plans, assignments, and work schedules, interviewed and hired new staff while providing technical leadership for long-term success.
• Generated and presented daily, weekly, and monthly reports to senior leadership team.
• Spearheaded efforts to sustain client service levels even with a 23% cut in staff saving client $500,000, also deployed 98% of iPhone Mobile Devices one month ahead of schedule.
• Surpassed service level agreements with a Queue management score of 93.41%, Abandon rate of .92%, and first call resolution of 81.1%.
• Introduced dynamic scheduling with Cisco Workforce Management dramatically enhancing productivity.
• Migrated CITIC Service Desk to VIES Service Desk with minimal disruption to business. Trained users on Email as a Service (EaaS) enhancing communications and customer service.

Confidential, Ashburn, VA

Director - Global Workstation Support

Responsibilities:

• Oversaw work of 50 globally-dispersed employees throughout North American and Asia who assisted with over 18,000 calls and 3,500 e-mails monthly.
• Steered a $2.6M budget overseeing all information security, network, server, software applications, and telecommunications infrastructure.
• Conceptualized, initiated, and saw to completion the Singapore Help Desk project as well as led the U.S.
• Evaluated global infrastructure comparing against international compliance standards, recommended changes, and realized zero auditing errors.
• Reached 82% first-call resolution, 92% customer satisfaction rate, and 98% employee satisfaction rate while simultaneously achieving zero audit fails.

Confidential, Owings Mills, MD

Director - Global In-House Operations

Responsibilities:

• Balanced leadership and technical customer support duties for helpdesk and client support that answered 8,000 calls and 2,500 e-mails monthly.
• Facilitated group as well as one-on-one trainings for clients, helping write curriculum.
• Operated a $7M budget and supervised three managers and 45 staff members.
• Consolidated three North America Help Desks into one and three Client Support Desks into one minimizing redundancies witnessing over $5M in costs savings.
• Built back-up and recovery systems in Denver, Singapore, and Virginia leveraging network redundancy.