Experience

iPower, LLC Virginia
• United States
• Business Consulting and Services
• 1 - 100 Employee
• Quality Assurance Manager

  • May 2021 - Present


HighPoint Global

• United States
• Oil and Gas
• 1 - 100 Employee

• Quality Assurance Manager

  • May 2019 - May 2021

  Baltimore, Maryland Area



BreakForth Solutions, Inc. 8(a), ED/WOSB, SWaM, WBENC

• Project Manager

  • Sep 2018 - May 2019

  Washington D.C. Metro Area



Quality Technology, Inc. (QuTech)

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

• Business Project Lead

  • Sep 2017 - Mar 2018

  Largo, MD Responsible for measuring progress and providing reports to management, gathering business and technical requirements, and preparing project plans and schedules to meet ServiceNow releases supporting CMS Directed and managed all activities related to the delivery of new products increases utilization by 25%. Facilitated and support cross-functional activities required to achieve the planned objectives ensuring that we optimize the demands of the stakeholders. Maintained and… Show more Responsible for measuring progress and providing reports to management, gathering business and technical requirements, and preparing project plans and schedules to meet ServiceNow releases supporting CMS Directed and managed all activities related to the delivery of new products increases utilization by 25%. Facilitated and support cross-functional activities required to achieve the planned objectives ensuring that we optimize the demands of the stakeholders. Maintained and monitored project timelines and ensure accuracy in reporting of project status to C level Management. Show less



General Dynamics Health Solutions

• Quality Improvement Liaison

  • Aug 2016 - Sep 2017

  Woodlawn, MD Collaborated with Operations and Training to develop and deliver action plan(s) for quality and increased customer satisfaction by 15%. Reviewed operational reports and implemented plans and procedures to improve effectiveness and efficiencies, as well as provided management of 1 trainer and 2 service desk supervisors. Worked with team supervisors and identified call volume trends and maximized ways to improve qualifications. Organized Six Sigma methodology projects… Show more Collaborated with Operations and Training to develop and deliver action plan(s) for quality and increased customer satisfaction by 15%. Reviewed operational reports and implemented plans and procedures to improve effectiveness and efficiencies, as well as provided management of 1 trainer and 2 service desk supervisors. Worked with team supervisors and identified call volume trends and maximized ways to improve qualifications. Organized Six Sigma methodology projects, utilizing statistics and data/process analysis to implement sustainable improvements. Developed strategies, and procedures to oversee and regulate the development of projects to meet business requirements, goals, and identify and resolve system issues. Evaluated and assessed test results while also taking leadership initiative for instituting improvements. Collaborated with Operations and Training to develop and deliver action plan(s) for quality and customer satisfaction improvement. Increased call center quality scores from 92% to 95% within 3 months Improved incident ticket quality percentages from 90% to 96% from 2015 to 2016

• Customer Technical Support Helpdesk Supervisor

  • Sep 2014 - Jul 2016

  Woodlawn, MD Managed, develop, and coach 10 direct and 40 indirect Technical Customer Service Representatives to improve performance and productivity Monitored team and evaluated call center results and ensured achievement of all performance targets. Analyzed data and trends and managed customer service strategies. Developed, implemented and maintained 24 hours, 365-day service desk supporting federal agency of over 10,000 employees and contractors Supported continual training… Show more Managed, develop, and coach 10 direct and 40 indirect Technical Customer Service Representatives to improve performance and productivity Monitored team and evaluated call center results and ensured achievement of all performance targets. Analyzed data and trends and managed customer service strategies. Developed, implemented and maintained 24 hours, 365-day service desk supporting federal agency of over 10,000 employees and contractors Supported continual training effort, including refresher, desk to desk (D2D), and New Hire training as needed and participated in the interviewing, hiring, and onboarding process. Maintained frequent communication with customer to determine areas of opportunity to increase customer satisfaction.



Lockheed Martin

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Technical Support Helpdesk Senior

  • Oct 2012 - Sep 2014

  Woodlawn, MD  Provided technical email support management of 10 analysts that supported over 10000 Centers for Medicare & Medicaid Services employees and their contractors throughout the U.S  Identified vulnerabilities, recommend corrective measures and ensure the adequacy of existing information security controls. Ensured resolution of computer issues by developing administering standard operating policy for the email support team  Delivered a comprehensive program to measure and improve workload… Show more  Provided technical email support management of 10 analysts that supported over 10000 Centers for Medicare & Medicaid Services employees and their contractors throughout the U.S  Identified vulnerabilities, recommend corrective measures and ensure the adequacy of existing information security controls. Ensured resolution of computer issues by developing administering standard operating policy for the email support team  Delivered a comprehensive program to measure and improve workload balance of the email support team  Reviewed and assigned email tickets to a team of six technical support agents, and maintained daily tracking report for all incoming email issues  Provided expert guidance to review and update written documentation to assist technicians with proper resolution of issues  Enforced privacy information policies to protect personally identifiable information  Performed activities to ensure, protect, and restore IT systems, services, and mission critical data  Resolved technical issues and answered inquiries by email to support internal and external customer’s computer hardware, software, network, and telecommunications systems Show less



T-Rex Consulting Corporation

• Helpdesk Analyst

  • Jun 2011 - Oct 2012

  Woodlawn, MD • Monitor the email and service desk ticket queues to ensure tickets are resolved in a timely manner and/or routed to the proper functional group for resolution. • Work and excel in an environment that demands the ability to rapidly acquire and apply new concepts. • Provide in-bound and out-bound phone support, as well as email break/fix support, ticketing management, and assistance to co-workers that may not be able to independently resolve customer issues. • Troubleshoot complex… Show more • Monitor the email and service desk ticket queues to ensure tickets are resolved in a timely manner and/or routed to the proper functional group for resolution. • Work and excel in an environment that demands the ability to rapidly acquire and apply new concepts. • Provide in-bound and out-bound phone support, as well as email break/fix support, ticketing management, and assistance to co-workers that may not be able to independently resolve customer issues. • Troubleshoot complex software and hardware issues. • Document all incidents by opening and tracking trouble tickets using the Remedy ticketing system. •Install and troubleshoot third-party, proprietary software, perform Active Directory administration, VPN troubleshooting, driver installation, troubleshoot network and email functionality. • Handle escalated issues as assigned. Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Consultant

  • Feb 2004 - Jul 2010

  Silver Spring, MD • Being the first point of contact for the throngs of residential customer that contact the facility for new and upgrades to phone, data and video services. • Responsible for meeting or exceeding corporate requirements for sales objectives by identifying customer needs and recommendation of product and services. • Recognized by executive management for consistently exceeding goals. As a result Top 10 ranked. • Troubleshoot Windows 2000/XP, Microsoft Office 2000/XP professionals… Show more • Being the first point of contact for the throngs of residential customer that contact the facility for new and upgrades to phone, data and video services. • Responsible for meeting or exceeding corporate requirements for sales objectives by identifying customer needs and recommendation of product and services. • Recognized by executive management for consistently exceeding goals. As a result Top 10 ranked. • Troubleshoot Windows 2000/XP, Microsoft Office 2000/XP professionals, Lotus Notes and other department-specific applications problems as needed. • Personally generating approximately 50 to 75 new sales per week which contributes nearly $400,000 per year to the bottom line revenues of Verizon. • Discussing, investigating, and resolving disputes, complaints and inquiries as well as interacting with other departments and telecommunications customers to resolve disputes and problems • Multiple recipient of Diamond Club Award for outstanding sales achievement. Show less


AT&T
• United States
• Telecommunications
• 700 & Above Employee
• CSSS

  • 1995 - 2003