-ITIL Foundations, V3-Analyze root cause, identify known errors, coordinating actions to fix the error-Point of contact for problems-Review problem trends , driving improvement plans

Data analysis of center performance and identifying areas of improvement and training.

• Top ranked leader, directly responsible for a team of 20-25 people at the NMCI Service Desk• Implemented high visibility projects and briefed executive leadership- Collaborate with cross-functional teams of Engineers, System Administrators, Project/Product Managers and the highest level Navy Staff Members- Projects affected over 30,000 U.S. Navy and USMC Blackberry and iPhone users on the NMCI network, the world’s largest private mobility device network- Results: Smooth/timely business implementation, providing training and documentation and keeping Navy leaders informed with status reports • Identified areas of improvement to ensure business exceeded time and resolution rate goals- Results: Increased customer accessibility to their phone system from 7 to 20 days, increasing Customer Satisfaction and ease of access• Service Desk point of contact for mission critical and Navy/Marine V.I.P. Blackberry/iPhone issues •Implemented multiple projects into the Navy environment for BlackBerry/ iPhone features/upgrades, while providing self help solutions to identified problems• Managed iOS implementation for team, as well as Service Desk- Work closely with multiple people across diverse/cross functional groups- Helped train/coach other groups within the Service Desk- Developed/perfected a number of processes • Results: Team is one of the top 3 performers in organization, and in turn one of the top teams across the entire enterprise – Focus on Continuous Improvement - Always- Decreased Average Handle Time to 12.90 exceeding 15.02 goal, while addressing increased work load- Resolution Rate exceeded 1.32% points goal to 84,8%- Lost time was 2.74%, far below the goal of 6%- Adherence was 87.72%, more than meeting the goal- Increased CATW (Payroll) compliance; developed a new system to increase data accuracy- Collaborate with ROC team to ensure quality and productive teams

Led 50+ Sub-contractors in their support of the U.S. Navy and USMCManaged hours and reporting