Operations Manager, JSP Field Service Delivery , Tier II

• Oct 2020 - Present

-Delivered an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the Joint Service Provider (JSP) user community. -Deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. -Develop or modifies plans, policies, and procedures tailored to the complexity and scope of the developmental or operation needs for systems, groups, departments, Techs and users. -Ensuring timely, accurate, and complete assistance to JSP users in the areas of IT Technical Support, PC support, desktop applications, printers, tablets, mobile, and accounts; according to set SLAs and IT procedures -Monitoring IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate -Providing strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals -Implementing applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve JSP's IT operations maturity level and move to a more customer-centric support focus for all IT services -Oversee desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed in consultation with IT senior management, establishing, communicating, and monitoring IT support service level agreements (SLAs) -Establishing and managing procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources -Responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management. Show less

Global Service Desk Manager, Project Manager IV

• Feb 2020 - Oct 2020

-Delivered an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the Joint Service Provider (JSP) user community. -Deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments. -Develop or modifies plans, policies, and procedures tailored to the complexity and scope of the developmental or operation needs for systems, groups, departments, Techs and users. -Ensuring timely, accurate, and complete assistance to JSP users in the areas of IT Technical Support, PC support, desktop applications, printers, tablets, mobile, and accounts; according to set SLAs and IT procedures -Monitoring IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate -Providing strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals -Implementing applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve JSP's IT operations maturity level and move to a more customer-centric support focus for all IT services -Oversee desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed in consultation with IT senior management, establishing, communicating, and monitoring IT support service level agreements (SLAs) -Establishing and managing procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources -Responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management. Show less

Field Service and End User Support Manager

• Apr 2018 - Feb 2020

 Managed the field team whom support the client in the field with hands on support.  Develop, motivate, evaluate and coach staff on work procedures, proper call handling, proper field handling, and team work with all End-User Support Technicians and back shops to deliver excellent customer service.  Scheduled on site visit with our clients per client’s contract or one-off visits. o Responsible for the effective implementation of process "End-User Support” o Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions. o Reporting on ticket trends and status of open vs resolved tickets. o Responsible for monitoring/development of team to achieve and exceed clients objectives. o Formulate reports and provide daily updates surrounding team production to upper management and respective team. o Communicate customer risk and concerns to team leaders and upper management consistently. o Set priorities for the team to ensure task completion and performance goals are met, such as quality, adherence and quotas. o Create SOP, Policy, Procedures, and How too documentations for the customers for self-service and create a knowledge base for the technicians. o Interview, Screen, and Hire candidates for the End-User Support Team/Department. Show less

ITSM/Configuration Manager -HQDA, DCS G-3/5/7 Systems Support Division for Army at the Pentagon

• Jun 2017 - Feb 2020

 Manage all activities (executed statement of work) related to the Division Heads operational CRQs within the ITSM and CM process. o Asset Management for Hardware & Software (full life cycle): Remedy Reporting:  Process to control of configuration items (CI) software system, document, infrastructure requirement, and tool type Command and Control Support Agency (CCSA) baselines.  Consistent application of 5 configuration management (CM) disciplines: o Configuration Identification (CI): consists of setting and maintaining baselines, which define the system or subsystem architecture and components. changes to any system CI are identified, documented, and tracked through design, development, testing, and final delivery o Change Control: Management of CCSA Change Advisory Board (CAB) includes the evaluation of all change-requests and change-proposals, and their subsequent recommendation for CCB adjudication. It covers the process of controlling modifications to the system's design, hardware, firmware, software, and documentation CIs. o Configuration Control: CCSA Configuration Control Board (CCB), responsible for approval of baseline changes to software system, document, infrastructure requirement, and tool type CI changes o Configuration Status Accounting: process to record and report configuration item descriptions (e.g., hardware, software, firmware, etc.) and all departures from the baseline during design and production. o Configuration Verification and Audit: is an independent review of hardware and software for the purpose of assessing compliance with established performance requirements, commercial and appropriate military standards, and functional, allocated, and product baselines.  Supported the releases processes and procedures via facilitation of CCB procedures and the distribution of deployment packages for implementation.  Direct staff in recognizing, identifying, isolating, and resolving problems with information systems products and services. Show less

Manager, Help Desk Team Lead/Supervisor/Customer Support Analyst/ADP Operator; Office Navy Intellige

• Jan 2017 - Feb 2020

Manage 5 areas of support within one Task Order  Manage all activities related to the staffing and operation of an information systems help desk, customer support desk, ADPO, ADMP and Remedy Team.  Supervise assigned staff, which may include subordinate supervisors, in support of networked and stand-alone computer users and systems.  Direct staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.  Plan and implement software and/or systems upgrades and modifications.  Established and implement policies and procedures and ensured their conformance with information systems goals and company/customer objectives.  Studied and project support resource requirements, including personnel, software, equipment, and facilities and makes recommendations to management.  Direct the installation, testing, and setup of new hardware and software and recommends new hardware and software as needed.  Maintained current knowledge of relevant technologies as assigned and participates in special projects as required. Show less

I.T. Recruiter

• Sep 2015 - Sep 2016

Information Tech/ Help Desk/ Watch Domain Officer

• Jan 2008 - Feb 2010

BAE-IT: Technical Support Analyst/Watch Domain/System Administrator/Help Desk Support Lead. US NORAD NORTHCOM N2C2, Peterson AFB Colorado Springs, CO September 2008 to February 2010 (Held a TS SCI CI clearance) First responder to high level military personnel network, server and computer issues, with an outstanding closure rate. Resolution Rate over 97.7%, with customer satisfaction of 99.9% BAE-IT: Technical Support Analyst/Help Desk Support/System Administrator Lead. 21st. Communication Squadron, Peterson AFB, Colorado Springs, CO January 2008 to September 2008 (Held a TS SCI CI clearance) Second-to-none computer analyst, with a FCR/rover response to base personnel. Configuration of software/hardware and network upgrades and troubleshooting. First Call and First Response Resolution Rate over 95.1%, with customer satisfaction of 99.9% Show less

3A0

• Sep 2003 - Oct 2006