SUMMARY:

• A skilled, results - driven IT professional that continuously excels in the complex, fast- tempo enterprise solution environment.
• Leverages strong leadership and critical thinking skills coupled with technical expertise which enables consistent top notch performance and management ratings.
• Routinely auditions a tacit understanding of ITSM protocols and IT Project Management that enables me to excel in various positions.
• My IT vision and acumen coupled with a personable character greatly enhances my ability to develop position relationships while improving all aspects of internal and customer facing business processes.

PROFESSIONAL EXPERIENCE:

Confidential

Subject Matter Expert (SME)

Responsibilities:

• Provides strategic planning, critical thinking, thought leadership and visionary insight, and Confidential expertise coupled with practical technical knowledge and understanding. Ability to anticipate, identify solutions, and reprioritize quickly to meet customer's high expectations.
• Outgoing team player with adaptable communication styles to effectively advocate Confidential Service transition to broad audiences across the IC.
• Capacity to understand big picture and deep dive into technical and process details, as required.
• Knowledge and understanding of Confidential processes to include Event, Knowledge, Service Request and Change Management, with an emphasis on Problem and Incident Management.
• Support Confidential Communications and Customer Liaison team by providing Confidential expertise and technical knowledge at Confidential Road Shows and other events throughout the National Capital Region (NCR) to advocate Confidential Services.
• Establish, coordinate and recommend Confidential lifecycle processes and procedures and modification as appropriate to match the IC community needs.
• Coordinate and collaborate with Confidential Service Providers in support of Confidential Services.
• Develop, maintain or enhance existing Confidential processes to improve efficiency by reducing the need to rediscover knowledge across the Confidential .
• Support the identification and documentation of Key Performance Indicators (KPIs) and compliance standards for Confidential Information Technology Service Management Tool (ITSM).
• Support development of Operational Level Agreements (OLAs) and Service Level Agreement (SLA) for Confidential Services.
• Support Confidential process policy development for promulgation across the IC.
• Perform research and recommend solutions related to the design, development, deployment and integration of Confidential processes.
• Actively participate in scheduled and unscheduled in-progress reviews, meetings, and briefings.
• Support the identification of risks/resolutions related to Confidential Services.

Service Desk Program Manager - Technical Operations

Confidential

Responsibilities:

• Incorporated Confidential process daily to ensure that industry best practices were followed and incorporated in our day to day operations.
• Confidential Service Desk Project Lead providing Operational and Technical solutions directly supporting All Phases of the IC Enterprise Management (IC- Confidential ) contract totaling $400M.
• Primary Service Desk representative providing key data points to development Service Level Agreements (SLAs) and ongoing management of service level compliance.
• Developed and maintained relationships with government customers, contractor teammates and employees using participative leadership model that delivers transparency, accountability, and credible action.
• Authored comprehensive, 1st ever, Confidential service desk doctrine to include, (Standard Operating Procedure, Training and Quality Assurance Plans).
• Established performance measurement criteria necessary to facilitate Continual Service Improvement initiatives related to customer service, communication, and technical skill.
• Articulates customer business needs for functional and support operations as a Change Advisory Board member.
• Creates incremental project deliverables/timelines using Agile Project methods; reduced Confidential Training Development time by 25%.
• As Project Lead, reports ITSM Service Tool issues and fix actions to Confidential ; results yielded 20+ critical tool fixes essential User Acceptance Test (UAT) success.
• Plays pivotal PM roles effectively facilitating, arranging meetings to address Confidential SD operational capabilities.
• Ability to oversee and manage operations on multiple sites in parallel Interface with customers as well as top management for the purpose of communicating service desk status and improvements.

Manager - Technical Operations

Confidential

Responsibilities:

• Incorporated Confidential process daily to ensure that industry best practices were followed and incorporated in our day to day operations.
• Responsible for the overall strategy, workforce management, quality assurance, knowledge & process management, training, and operations of the Service Desk containing 34+ Service Desk technicians in a geographically distributed structure, utilizing multiple communication methods with the team (internal coms via the Automated Call Distribution (ACD) system, Jabber Moment IM, site visits, email, and phone).
• Created robust training and development model enabling all personal assigned to excel in service desk operations; targeting continual service improvement, customer satisfaction, technical and non-technical service acumen, and overall call center efficiencies.
• Establishes and maintains 12+ qualitative metrics capturing critical statistical and analytical data required for effectiveness testing; Efforts yielded 50% increase in efficiency rating for SD operations
• Developed service level rating criteria to improve first call resolution, manage customer perceptions, and build strong relationships all stakeholders.
• Responsible for assembling a cohesive operational team; educating the team and instilling definable, repeatable processes based upon proven best practices.
• Identifies and implements recognition program(s) targeted at maintaining a healthy morale within the Service Desk to minimize attrition.
• Performs the duties as the Confidential ARM and supervisor; working closely with Confidential corporate leadership to ensure all resource requirements are met (interviews, internal promotions, performance improvement plans, training plan development), ensuring policies and procedure are adhered to while maintaining proper staffing levels.
• Established senior management level guidelines, processes and procedures, enable Service Desk personnel meet SLA driven requirement; Continuously achieved 95% satisfactory rating
• Integrated new Enterprise Service Center ( Confidential ) services expectations for Tier 0/1 support and facilitating the trouble ticketing system updates (templates and workflow) 100% on schedule.
• Develops reporting criteria used to identify process failures and provides recommended preventative steps packaged in quarterly lessons learned action reports

Enterprise Management Operations Watch Officer

Confidential

Responsibilities:

• Incorporated Confidential process daily to ensure that industry best practices were followed and incorporated in our day to day operations.
• Ensured health and availability of the NSG IT Infrastructure supporting 20,000+ users, proactively managing high level event with zero degradation to mission critical services.
• Created 300+ page knowledge-based continuity document essential to preventing corporate data loss stemming from employee turnover and attrition.
• Prepared critical information requirement deliverables for Senior Government leaders including morning briefs, system statuses, Priority 1 reports, and significant issue write ups.
• Monitored BMC Remedy 7.6 for high priority issues; ensured prompt response and compliance of Agency standards with 97% satisfaction rate.
• Manages the multi-platform Intelligence Community network infrastructure responsible for 100+ service center disciplines spanning all levels of security classification.
• A strong IT understanding of network protocols, the OSI model and the interdependencies of server applications and network operations. Able to facilitate technical exchange meetings over a broad spectrum of IT systems, applications, network topologies and protocols.
• Sets priority of work requirements in accordance with the customer's mission critical services. Effectively communicated system issues to senior management by presentation and written correspondence.

Help desk IV (Enterprise Service Desk Training Lead)

Confidential

Responsibilities:

• Incorporated Confidential process daily to ensure that industry best practices were followed and incorporated in our day to day operations.
• Astute Project Management acumen allowed delivery of work breakdown structures to identify Service Desk Key performance indicators (Call Volume, Speed of Answer, Available personnel, Ticket Quality, etc.) and making the necessary adjustments to ensure objectives satisfy operational requirements.
• Lead Service Desk trainer for the Enterprise Service Center at Confidential (NGA). Providing Tier 1 & Tier 2 solutions to customers resolving issues affecting the IT Enterprise Environment.
• Created comprehensive three-week training program designed to transition a new employee to a fully capable asset; 40+ successfully trained despite attrition.
• Directly increased the confidence and performance of 30 Service Desk Agents while providing mentorship and counseling; ensured quality assurance and customer satisfaction goals are met/exceeded in a fast paced environment.
• Provided Tier 1 & Tier 2 support for a common desktop environment shared by both DIA and NGA successfully serving 76,000 users within the IC Community.
• Lead Enterprise Service Desk (ESD) administrator; established accountability reporting metrics providing hourly sustainability criteria in accordance with performance work statements (PWS).
• Delegate authority for Ticket Audit Reporting ( Confidential ) providing agent specific attention to detail emphasizing the skills and techniques taught within the initial training period.
• Managed ESD Blog to effectively establish a detailed continuity repository centrally maintained with 24/7 availability.
• ESD Incident Commander providing situational awareness and identifying trends impact mission effectiveness.
• Maintain, and delegate specific Confidential (Ticket Audit report) assignments in order to provide personal attention to each agent in a way that emphasizes the skills and techniques taught within the initial training period.

Confidential

Responsibilities:

• Trained entry level Military Policeman on basic law enforcement policies and procedures.
• Trained Korean soldier on Confidential arrest procedures, handcuffing procedures, and evidence handling guidelines.
• Patrolled restricted access facilities ensuring 100% accountability of equipment while preparing a detailed log recording all duties performed while on shift.
• Issued and accounted for small arms and ammunition including other sensitive items in accordance with base weapons accountability standards.
• Inspected all vehicles entering the restricted area for Foreign Debris as well as other items unauthorized.
• Constructed a daily log reporting on all visitors and non-employees entering the facility.
• Supervised a team of Soldiers, resulting in zero incidents with no disciplinary action.
• Inspected all delivery vehicles requesting access to post for contraband and anything not authorized by post or local law enforcement.
• Provided law enforcement and physical security for the Confidential .
• Duties included: Console Command Center Operations, Vehicle and Pedestrian Traffic Control Coordinator, Coordinator of emergency response for Medical Care, Accident Investigations, Security Vault monitoring, perimeter and general area security patrols.
• Package and vehicle inspections, monitoring CCTV equipment, employee and clearance verifications, conducts Random Anti-terrorist Measures (RAM).
• Prepared detailed reports using spreadsheets, and database software.
• Operated the NGA access control system which is used to monitor ingress and egress of building employees and visitors.