Experience

Source 1 Solutions Inc

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Sr. Manager, Service Desk

  • Sep 2021 - Present

  Created deployment plan to support 230% customer growth and 103% revenue increase in CY 2022. Increased on-boarded staff (hired and trained) by 150% in first year by creating a pipeline of candidates and mobilizing existing staff to provide targeted training plan. Improved average customer survey scores from 95% to 99% by engaging customers and using feedback for targeted training and process improvements. Deliver weekly, monthly, and ad-hoc, in-depth metrics for SLA and… Show more Created deployment plan to support 230% customer growth and 103% revenue increase in CY 2022. Increased on-boarded staff (hired and trained) by 150% in first year by creating a pipeline of candidates and mobilizing existing staff to provide targeted training plan. Improved average customer survey scores from 95% to 99% by engaging customers and using feedback for targeted training and process improvements. Deliver weekly, monthly, and ad-hoc, in-depth metrics for SLA and KPI report discussions: CSAT, Average Response Times, First Call Resolution, Average Speed to Answer, Team Resource Utilization. Show less Created deployment plan to support 230% customer growth and 103% revenue increase in CY 2022. Increased on-boarded staff (hired and trained) by 150% in first year by creating a pipeline of candidates and mobilizing existing staff to provide targeted training plan. Improved average customer survey scores from 95% to 99% by engaging customers and using feedback for targeted training and process improvements. Deliver weekly, monthly, and ad-hoc, in-depth metrics for SLA and… Show more Created deployment plan to support 230% customer growth and 103% revenue increase in CY 2022. Increased on-boarded staff (hired and trained) by 150% in first year by creating a pipeline of candidates and mobilizing existing staff to provide targeted training plan. Improved average customer survey scores from 95% to 99% by engaging customers and using feedback for targeted training and process improvements. Deliver weekly, monthly, and ad-hoc, in-depth metrics for SLA and KPI report discussions: CSAT, Average Response Times, First Call Resolution, Average Speed to Answer, Team Resource Utilization. Show less



Johns Hopkins All Children's Hospital

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Manager, Client Computing

  • Apr 2019 - Sep 2021

  Improved Customer Satisfaction by 80% by increasing direct customer interaction and providing follow-up on all survey feedback not achieving the highest satisfaction levels. Increased on-time service delivery by 100% by implementing tracking reports and follow-up with cross-functional support teams. Successfully managed on-time completion of Win7-to-Win10 migration for 5,500 devices in a production environment, in addition to several iterative Win10 releases. Accomplished… Show more Improved Customer Satisfaction by 80% by increasing direct customer interaction and providing follow-up on all survey feedback not achieving the highest satisfaction levels. Increased on-time service delivery by 100% by implementing tracking reports and follow-up with cross-functional support teams. Successfully managed on-time completion of Win7-to-Win10 migration for 5,500 devices in a production environment, in addition to several iterative Win10 releases. Accomplished reimaging of 1,300 devices in a 6-month period, during COVID-19, in support of EMR system conversion (Cerner to Epic). Implemented self-sustaining hardware refresh program to maintain integrity of client systems. Show less Improved Customer Satisfaction by 80% by increasing direct customer interaction and providing follow-up on all survey feedback not achieving the highest satisfaction levels. Increased on-time service delivery by 100% by implementing tracking reports and follow-up with cross-functional support teams. Successfully managed on-time completion of Win7-to-Win10 migration for 5,500 devices in a production environment, in addition to several iterative Win10 releases. Accomplished… Show more Improved Customer Satisfaction by 80% by increasing direct customer interaction and providing follow-up on all survey feedback not achieving the highest satisfaction levels. Increased on-time service delivery by 100% by implementing tracking reports and follow-up with cross-functional support teams. Successfully managed on-time completion of Win7-to-Win10 migration for 5,500 devices in a production environment, in addition to several iterative Win10 releases. Accomplished reimaging of 1,300 devices in a 6-month period, during COVID-19, in support of EMR system conversion (Cerner to Epic). Implemented self-sustaining hardware refresh program to maintain integrity of client systems. Show less



Verifone

• United States
• Financial Services
• 700 & Above Employee

• Sr. Manager, Customer & Product Support

  • Aug 2011 - Nov 2018

  Reduced service dispatches by over 50% and reduced mean time to repair (MTTR) by over 75%, by enabling remote product diagnostics and software deployment, saving $1 million+ OPEX annually. Improved SLA compliance by over 70% in less than one year. Created data analytics, trending, and reporting using Business Objects, Tableau, and Excel. Reduced time to deploy software fixes by 75% by project managing break-fix actions and assisting clients with software deployment schedules and… Show more Reduced service dispatches by over 50% and reduced mean time to repair (MTTR) by over 75%, by enabling remote product diagnostics and software deployment, saving $1 million+ OPEX annually. Improved SLA compliance by over 70% in less than one year. Created data analytics, trending, and reporting using Business Objects, Tableau, and Excel. Reduced time to deploy software fixes by 75% by project managing break-fix actions and assisting clients with software deployment schedules and rollouts. Created Tier 2 Field Support Team. Worked directly with end-user customers to triage and resolve issues and provided lab and beta support reducing deployment times by 50%. Show less Reduced service dispatches by over 50% and reduced mean time to repair (MTTR) by over 75%, by enabling remote product diagnostics and software deployment, saving $1 million+ OPEX annually. Improved SLA compliance by over 70% in less than one year. Created data analytics, trending, and reporting using Business Objects, Tableau, and Excel. Reduced time to deploy software fixes by 75% by project managing break-fix actions and assisting clients with software deployment schedules and… Show more Reduced service dispatches by over 50% and reduced mean time to repair (MTTR) by over 75%, by enabling remote product diagnostics and software deployment, saving $1 million+ OPEX annually. Improved SLA compliance by over 70% in less than one year. Created data analytics, trending, and reporting using Business Objects, Tableau, and Excel. Reduced time to deploy software fixes by 75% by project managing break-fix actions and assisting clients with software deployment schedules and rollouts. Created Tier 2 Field Support Team. Worked directly with end-user customers to triage and resolve issues and provided lab and beta support reducing deployment times by 50%. Show less



Ericsson

• Sweden
• Telecommunications
• 700 & Above Employee

• Sr. Manager, Identity & Access Management

  • Sep 2009 - Oct 2010

  Improved internal customer response times by 100% in less than one year by improving customer point of entry, customer acknowledgement, and workflow processes. Achieved $1 million+ annual savings by initiating projects for process improvement, automation, and new toolsets for management and auditing of 60,000+ devices and 2 million+ user accounts. Held a CISSP certification as well as several SANS security certifications during this assignment. Improved internal customer response times by 100% in less than one year by improving customer point of entry, customer acknowledgement, and workflow processes. Achieved $1 million+ annual savings by initiating projects for process improvement, automation, and new toolsets for management and auditing of 60,000+ devices and 2 million+ user accounts. Held a CISSP certification as well as several SANS security certifications during this assignment.



Sprint

• United States
• Telecommunications
• 700 & Above Employee

• Sr. Manager, Network Security

  • Jul 2007 - Sep 2009

  Increased customer satisfaction from 90% negative, to 90% positive, in four months by creating and executing daily scorecards to measure and report performance in near real time Optimized training budget and saved 90% of approved funding by negotiating entry into the SANS Institute’s Work Study Program, resulting in multiple team certifications. Earned my CISSP certification as well as several SANS security certifications during this assignment.

• Sr. Manager, National Technical Assistance Center

  • Aug 2005 - Jul 2007

  Increased data center and core services availability from 99.9% to 99.99% by standardizing event-handling processes, enhancing coverage for unplanned events, and score-carding performance. Slashed $50 million for fiscal years 2007 through 2009 by renegotiating vendor maintenance contracts, reducing vendor reliance, and taking internal ownership. Project managed a corporate effort to move 12 existing data centers into 8 new facilities over a five-month period, with no customer… Show more Increased data center and core services availability from 99.9% to 99.99% by standardizing event-handling processes, enhancing coverage for unplanned events, and score-carding performance. Slashed $50 million for fiscal years 2007 through 2009 by renegotiating vendor maintenance contracts, reducing vendor reliance, and taking internal ownership. Project managed a corporate effort to move 12 existing data centers into 8 new facilities over a five-month period, with no customer impact. Completed the project ahead of schedule and under budget.

• Director, National Technical Support

  • May 2000 - Aug 2005

  Evangelized first AMBER Alert notification delivery system for mobile devices. Recognized by National Center for Missing and Exploited Children, who lobbied and succeeded in having all wireless carriers implement. Increased data center and core services availability from 99.95% to 99.995% using key data and creating the “Focus on Customer and User Satisfaction (FoCUS)” scorecard, measuring and reporting hardware, software, and vendor performance using Six Sigma… Show more Evangelized first AMBER Alert notification delivery system for mobile devices. Recognized by National Center for Missing and Exploited Children, who lobbied and succeeded in having all wireless carriers implement. Increased data center and core services availability from 99.95% to 99.995% using key data and creating the “Focus on Customer and User Satisfaction (FoCUS)” scorecard, measuring and reporting hardware, software, and vendor performance using Six Sigma methodologies. Recognized for this work by Cisco Systems and was invited to San Jose, CA to present to a national conference of Cisco Account Managers.



Aerial Communications (now T-Mobile)

• Pittsburgh, PA & Tampa, FL

• Manager, Network Management Center

  • Nov 1996 - May 2000

  Achieved buildout of the first GSM network in the United States. Supervised centralized Network Management functions, completing such tasks as buildouts, hardware, software and configuration for the NSS, BSS, and OMC. Created technical training manuals for new employees. Achieved buildout of the first GSM network in the United States. Supervised centralized Network Management functions, completing such tasks as buildouts, hardware, software and configuration for the NSS, BSS, and OMC. Created technical training manuals for new employees.



Metrocall

• Harrisonburg, VA & Pittsburgh, PA

• Area Technical Manager

  • May 1989 - Nov 1996

  Accountable for all field service operations for Metrocall's Shenandoah Valley region, and subsequently the Western PA region. Constructed the Pittsburgh regional network from the ground up, to include locating all building and tower sites, negotiating leases, and managing all logistics related to ordering, delivery, and installing equipment. Accountable for all field service operations for Metrocall's Shenandoah Valley region, and subsequently the Western PA region. Constructed the Pittsburgh regional network from the ground up, to include locating all building and tower sites, negotiating leases, and managing all logistics related to ordering, delivery, and installing equipment.



White House Communications Agency

• Armed Forces
• 100 - 200 Employee

• Electronics Technician / Radio Lead

  • Jun 1987 - Jun 1989

  Selected to serve with the White House Communications Agency (WHCA), supporting and traveling with the President and Vice President of the United States. Traveled extensively with then Vice President George H. W. Bush during the 1988 Presidential campaign, spending 4 months aboard Air Force II, and logging over 230 days of travel during the year. Selected to serve with the White House Communications Agency (WHCA), supporting and traveling with the President and Vice President of the United States. Traveled extensively with then Vice President George H. W. Bush during the 1988 Presidential campaign, spending 4 months aboard Air Force II, and logging over 230 days of travel during the year.



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Electronics Technician

  • Jan 1983 - Jun 1989

  Served tours of duty aboard the USS Virginia (CGN-38) and with the White House Communications Agency (WHCA) during the Reagan/Bush and Bush/Quayle Administrations. Served tours of duty aboard the USS Virginia (CGN-38) and with the White House Communications Agency (WHCA) during the Reagan/Bush and Bush/Quayle Administrations.