SUMMARY:

• To obtain a position in a position with a company that utilizes my skills as a consistent problem solver with great attention to detail.

EXPERIENCE:

Queue Manager

Confidential, Linthicum, MD

• Responsible for monitoring the IT Infrastructure and the Service Desk ticket queues to assign ticket to appropriate personnel and functional areas. Attention to detail and the ability to work effectively under pressure while communicating to managers, team leads, and technicians to ensure that all tickets are completed correctly and within the SLA.
• Assigning tickets to team members while following up with customers to ensure that the correct information in paced in tickets and they are closed within the SLA.
• First point of contact for any informational or technical issues between the Service Desk and IT Infrastructure to enable infrastructure team members to focus solely on timely completion of tickets, network projects and severities.
• Monitor queue for possible widespread issues including but not limited to, exchange issues, network outages, or mobiles device issues.
• Identify ticket trends and/or opportunities for additional training for the Service Desk or the user base in order to improve responsiveness and reduce ticket volume.
• Assess available personnel resources daily to determine how many tickets will be assigned to each technician or engineer. When limited resources are available, establish ticket priority and assist in resolution if able.
• Maintain monthly and weekly reports of the number of tickets opened, pending, and resolved, while calculating the primary and secondary ownership percentage.
• Advise on potential process improvement for general and queue management as well as provide suggestions for training and staffing.

Customer Service Supervisor

Confidential, Woodlawn, MD

• Provide supervision and training to a team of customer service representatives (CSRs) while servicing the customer (CMS) through the various communication channels within operations to meet GDIT and contract goals/objectives as required. Thoroughly perform multiple duties including serving as the SharePoint Administrator, creating and conducting training, problem solving, and customer service coordination assigned by the customer service manager along with a commitment to providing quality customer service.
• Supervise, develop, and coach a team of 40 Technical Customer Service Representatives to assure productivity, quality, attendance, and timeliness of work in the completion of assigned projects and departmental goals
• Thoroughly manage multiple priorities at once including, maintaining proper customer service, managing the workload and Service Desk issues, tracking meetings, coordinating scheduling needs, and other work related activities in order to meet deadlines associated with training, budget, and office operations.
• Schedule and conduct interviews to hire new employees who meet the requirements and can assist in the goals being achieved by the organization.
• Perform tasks to assure service level requirements and adherence goals such as average handle time (AHT) are met
• Create training and support objective and goals to enhance technical, support and customer service skills within CSRs as well as CMS customers.
• Serve as SharePoint administrator. Manage the Service Desk SharePoint site determining what feature best fit the Service Desk in accordance with budget and contractual guidelines.
• Create SharePoint libraries and list that are easily accessible for personnel inside and outside of the Service Desk, creating detailed workflow for the analyst.
• Maintaining records according to policies and regulation, while setting restrictions (inside and outside of SharePoint) to manage document control, versioning, and archiving.
• Analyze scripts and Knowledge Base Articles (KBAs) in SharePoint to determine the accuracy and relevance of the information and in turn distribute the information to the agents in timely manner.
• Communicate with all levels of CMS employees, management, and contractual counterparts in order to plan, develop, and monitor the administrative and technical duties and assignments of the Service Desk
• Use organization skills to maintain over 100 Knowledge Base Articles in order to properly maintain records of each document
• Train new CSRs on Service Desk policies and procedures.
• Perform informal and formal weekly, monthly, and yearly evaluations
• Monitor CSRs calls and emails processed, determining that CSRs are following the Service Desk scorecard.
• Reinforce knowledge base and software changes to service desk technical agents to ensure best practices are followed according to contractual agreements.
• Support and enforce contact center expectations as well as departmental and corporate policies and procedures.
• Access and implement service desk projects pertaining to Information Technology services offered to CMS customers.
• Evaluate new software supplied to CMS employees and contractors to determine the best recommendations and report findings to appropriate office.
• Identifies problems the arise in reporting, training, or everyday operations and work to provide consistent and reasonable resolutions that assist in the providing quality customer service to the customer
• Conduct conference calls and give oral presentations to other functional areas providing clear and convincing information regarding the requirements, duties, and needs of the Service Desk will compiling evidence to support
• During oral presentations, provide clear and convincing evidence and respond to questions and or issues that may arise concerning policies, projects, and metrics provided relating to the assigned responsibilities of the Service Desk.
• Serve as a SME (Subject Matter Expert) in all technical areas and all products and services offered at the Service Desk and management levels.

Service Desk Technical Lead Trainer

Confidential, Woodlawn, MD

• Assist in providing training support to CMS (Center for Medicare and Medicaid Services) government employees, their contractors, and a team of technical customer service representatives (CSRs) on the VIES contract through the various communication channels within the Service Desk assigned by the Customer Service Manager. Thoroughly perform all assigned duties.
• Assisted in the functional start - up of the VIES Enterprise Service Desk according to contractual goals and objectives
• Ability to balance multiple tasks while working under pressure in a fast paced environment.
• Perform tasks to assure service level requirements and adherence goals such as average handle time (AHT) are met.
• Work closely with technical customer service representatives and other supervisors, managers, and program managers within functional areas of the contact center.
• Train agents on email procedure to increase accuracy and productivity of email processing.
• Create Severity 1 reports with detailed notes for critical software and hardware related issues while working with functional areas to issue severities according to appropriate timeframes.
• Write and implement Standard Operating Procedures (SOPs) and Work Instructions for Service Desk analyst and other functional areas.
• Engage in discussions identifying problems and determining the accuracy of information received and information being relayed to the customer.
• Use Remedy to create reports on Service Desk performance in regards to first call resolution, availability, and calls answered.
• Recommend and implement software and knowledge base improvements.
• Meet daily and weekly project deliverables assigned by upper management and CMS.
• Report to upper management problem areas and training topics for the Service Desk to provide possible resolutions and time line.
• Review employee performance by monitoring calls and grading them based on management and customer standards.
• Provide first level technical email support for CMS employees. While assisting other agents difficult technical email issues
• Listen to calls received on the Service Desk to assess the needs of the caller pertaining to the Services provided by the Service Desk in order to assist and provide a resolution.
• Analyze scripts and Knowledge Base Articles in SharePoint to ensure that agents have the correct tools to deliver support for government employees and their contractors
• Develop and deliver training to assist CSRs develop technical skills to confirm proper service desk procedure is followed appropriately.
• Assist in special projects assigned by VIES Service Desk management and supervisors to facilitate the needs of the customer
• Assist management by listening to calls received by agents to determine that QA requirements are met. Record the QA scores and report them to management.
• Serve as a point of contact for escalation calls other technical agents receive.
• With minimal supervision, research incorrect tickets submitted and correct them while reaching out to the callers and managers if needed
• Provide phone surge support as needed. Delivering quality customer service while adhering to call monitoring requirements.

Senior Service Desk Email Analyst 

Confidential, Woodlawn, MD

• Provide first-level technical email support for 5000 + Centers for Medicare & Medicaid Services (CMS) employees and their contractors throughout the U.S. Ensure confidentiality, integrity, and availability of systems, network, and data through the planning and analysis of information systems.
• Communicate with mangers of other functional areas; orally and written; to ensure the process benefited the customer as well as the Service Desk.
• Maintain excellent notes and details in in Remedy tickets and Emails to CMS contractors
• Assist in maintaining daily tracking report for all incoming emails
• Enforce Privacy Information policies to protect Personally Identifiable Information
• Perform activities to ensure, protect, and restore IT systems, services, and mission critical data are communicated to customer and other functional teams as needed.
• Resolve technical problems and answers inquiries by email in support of internal and/or external customer computer hardware, software, network, and telecommunications systems.
• Extensive knowledge of troubleshooting techniques and logical analysis of complicated problems.
• Alert management to recurring problems and pattern of problems with mission critical applications.
• Provide surge phone support as needed.

Senior Service Desk Analyst

Confidential, Woodlawn, MD

• Primary responsibilities included providing inbound phone support for Centers for Medicare and Medicaid Services (CMS) employees to ensure proper resolution of their technical issues. Encompass installation of PC, Move/Add/Change (MACs) per SLAs, unlimited help desk calls, core image software support, mission-required software support, desk side support, and patch management. SO-1085840-DEU-37   SO-1085840-DEU-37  
• Answer inbound technical calls assisting CMS callers with password, hardware, and software issues.
• Triage technical issues and troubleshoot complex software and hardware issues.
• Document all incidents by opening and tracking trouble tickets using the Remedy ticketing system.
• Evaluate program methods and procedures to improve organizational operations and productivity.
• Work and excel in an environment that demands the ability to rapidly acquire and apply new concepts.
• Install and troubleshoot third-party, proprietary software, perform Active Directory administration, VPN troubleshooting, driver installation, troubleshoot network and email functionality.
• Respond and resolve to user issues via verbal and written communication.
• Served as the point of contact for escalations.
• Remote network access configuration and troubleshooting of supported CMS Network, VPN, WIFI connections, Microsoft Exchange email configuration for Outlook and OWA.
• Use Tivoli for remote access of workstations.

Functional Support Analyst 

Confidential, Woodlawn, MD

• Responsibilities included performing administrative duties to assist with the functionality of the Service Desk. Provided assistance and office support to multiple supervisors, used extensive computer and software skills to create detailed reports, and managed calendars for all technical analyst.
• Created agendas for weekly and monthly Service Desk meetings for analyst and other functional areas.
• Scheduled meetings Service Desk meetings as well as conferences between CMS and the IT Service Desk.
• Created weekly and monthly individual and group metrics report in MS Excel.
• Managed Service Desk calendar; recording employee vacation, time off etc.
• Personally greeting all managers attending Service Desk functions.
• Assembled new employee packets and training manuals.
• Created laptop refresh reports; recording category, type, and item of each incident logged