Summary of Qualifications

• Outstanding leadership abilities able to coordinate and direct all phases of project-based efforts while managing, motivating, and leading teams
• Ability to organize, prioritize, and follow through to completion on multiple projects, with competing deadlines - Adept at developing effective policies and procedures, process documentation, and technical/business specifications - Over 19 years' experience in technical support, 14 years' experience in Sandia environment current Q clearance, software and hardware troubleshooting environments, over 9 years' experience as a manager and technical service lead in various, highly technical environments

Professional Experience Confidential

Computer Support Operations Manager

• Responsible for interviewing and selecting potential employees
• Assured appropriate staffing of team to meet service delivery expectations
• Responsible for coaching, training and delivering employee performance assessments
• Motivated, trained and developed a diverse workforce and provided an environment conducive to achievement and growth - Responsible for quality assurance, team's performance, and Service Level Agreements SLAs compliance targets
• Monitored, assessed and identified strategies to improve processes, services, and training, while maintaining customer satisfaction
• Instrumental in identifying key functional differences and training deficiencies between CA and NM Corporate site
• Championed ideas and strategies for improving Computer Support Unit to assist in staff satisfaction and retention efforts
• Participated in on going improvement discussions for on boarding procedures
• Organized and coordinated training by partnering organizations to bridge identified gaps, resulting in first department recognition award
• Responsible for generating a variety of reports to produce metrics and effectively monitor team performance
• Analyzed data to ensure SLAs were being met while continuing to maintain customer satisfaction regarding service requests
• Worked effectively with customers and team members to meet organizational or projects mission
• Experience with ITIL based Incident Management Solution BMC Remedy
• Created, managed, and maintained IT Service Management ITSM Strategy, Policy, and Procedures
• Continually analyzed and improved processes to meet service and quality objectives, often collaborating with various teams - Developed and sustained effective long term relationships, with other IT partners and customers - Participated in meetings with Sandia Delegated Representatives SDRs , to analyze operations, processes, resources and adherence to policies - Worked with Service Managers to develop contingency plans for major incidents service disruptions and other significant changes Confidential

Mobility Team Supervisor Lead -

• Generated and determined metrics to optimize performance of the team
• Served as a resource, senior technician and mentor to the team
• Maintained and developed documentation on policies, procedures, and training manual for the team
• Responsible for training technicians in classroom environment, as well as, one on one training
• Continually strived to improve processes and procedures
• Acted as administrator in maintaining documentation on team's SharePoint site - Presented information at NLIT, as well as, attending conferences for the purpose of exchanging information and staying abreast of technological changes and advancements pertinent to the ITSM discipline
• Played a key role in auditing processes and/or any corrective action implementation for risk mitigation
• Interacted with Service Managers to meet business needs - Built strong customer relationships across all organizations, participated on various teams - Coordinated training on issues related to Export Control and Counter Intelligence
• Assisted customers with policies and documentation necessary for foreign travel, interacting with Export Control and Counter Intelligence - Provided desktop and remote computing assistance to a wide range of customers - Provided support including hardware and software diagnostics and troubleshooting - Installed customer specific hardware and software as needed, as well as, maintaining custom and generic system images - Ensured functionality of user applications to meet customer requirements - Prepared hardware configuration for laptops to limit potential vulnerabilities introduced back into Sandia's network and reduce risks while traveling - Focused on Cyber Security issues, minimizing threats with generic image - Experienced in implementing and testing various encryption methods - Scanned systems for vulnerabilities, malware and other system changes via forensics
• Attended formal forensics training, along with experience in using Encase software for recovering deleted files and folders, forensics analysis Confidential

Supervisor of Classified Network Microsoft Office Specialists - Played dual role as Lead for both the Sandia Classified Network SCN the Microsoft Office teams - Responsible for training, coaching and general guidance for support agents and new hires in both Office and SCN areas - Acted as team member on Thin Client Team and the Metrics Team - Created and modified SQL queries to extract data from BMC Remedy ARS database - Created ad hoc queries on demand from the BMC Remedy ARS database for metrics reporting - Maintained employee and call volume metrics to ensure adequate client coverage provided training when needed, tracking metrics on the Helpdesk website - Identified and solved various client issues, network and Microsoft application challenges utilizing SMS Remote Connection - Provided extensive support for all MS Office products, as well as, Outlook and Internet Explorer. - Developed policies and procedures for the Classified Network - Collaborated with software developers to establish central point of contact for Classified Network. - Worked with SCN developers to gain access to and support their applications on the Classified Network