Bill Skaggs Email and Phone Number
reston, virginia, united states
Bill Skaggs's Location
Leesburg, Virginia, United States, United States
Bill Skaggs's Contact Details
Bill Skaggs work email
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Bill Skaggs personal email
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Bill Skaggs phone numbers
About Bill Skaggs
Goal-focused and detail-oriented professional with over 20 years of experience in technology leadership, service, project management, and consulting roles, serving government and the SMB market. Reputation as a team player and excellent communicator, comfortable interacting with all organizational levels. An engaging leader known for creating inclusive environments supporting team growth and proficiency.
Bill Skaggs Work Experience Details
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Online Support Desk ManagerSaic May 2021 - PresentRemoteManages the Federal Energy Regulatory Commission (FERC) Online Support Desk and oversees staff assigned to help desk activities. • Proactively routes all incidents and resolve business requests pertaining to FERC Online business applications, and in accordance with the eLibrary Help Desk standard operating procedures.• Produces a Monthly Performance and Trend Analysis Report, to include Mitigation Recommendations.• Provides management support during standard business hours, respond to support desk calls and initiate tickets as appropriate.• Assigns incident priority and define incident types. Ensure all fields are populated in an incident to allow for in-depth trend analysis.• Attempts first resolution of any business incidents, utilizing provided scripts, Knowledge Based Articles (KBAs), etc. Reference KBAs where appropriate prior to escalation• Escalates all incidents where unable to resolve with appropriate communication• Provides input for stakeholder communications (internal and external) and trainings• Updates FERC Online Knowledge Based Articles -
Helpdesk ManagerVital Edge Solutions, Inc Apr 2018 - Dec 2020Fairfax, VirginiaClient: Department of Veterans Affairs (VA). Supporting: Epic Cadence (scheduling)Direct and oversee daily Help Desk operations. Facilitate data analytics and reporting (KPIs, trends, program management oversight). Ensure essential staff coverage to meet demands. Incorporate Service Level Agreements into production to support quality service and delivery; periodically update SLA's. Collaborate with QA Manager to train and coach Customer Service Representatives. Analyze escalated Service Requests and Reported Incidents, resolve issues, and communicate with internal/external teams and stakeholders. Evaluate processes and recommend updates/optimizations to improve customer experience. Assist Systems Engineer for infrastructure maintenance for corporate office (network, servers, VoIP). Initiated and rolled out corporate endpoints management plan to east employee transition to a virtual environment.● Proactively developed and implemented a teleworking model. -
Account ManagerMindshift, A Wholly Owned Subsidiary Of Ricoh Usa, Inc. Nov 2016 - Mar 2018Sterling, VirginiaMultiple roles for a total of 12 months of service.Account Manager (11/2017 - 3/2018)Oversaw client relationships and ensured alignment with service level agreements. Coordinated problem resolution process with cross-functional business and technology teams. Engaged customers to evaluate current services and resolve issues. Collected and considered input from users to uncover process and service improvements. Facilitated the Account Team to drive customer decision support for infrastructure and budget options. Collaborated with Technology Consultant to leverage solutions to meet customer needs including, network, telephony, server, security, and endpoints. Led service improvement projects. Technical Account Manager (5/2016 - 11/2016)Led post-sale relationship management, including Technology and service management. Evaluated and managed breadth and depth of customer relationships. Identify issues and leverage integrated teams for resolution and collect customer feedback. Maintained consistent customer contact to navigate problem resolution process. Performed contracts review and led annual renewal process. ● Maintained 100% Customer Retention score.● Overcame client issues to retain a significant account. -
Technical Account ManagerMindshift, A Wholly Owned Subsidiary Of Ricoh Usa, Inc. May 2016 - Nov 2016Sterling, Virginia-The lead for post-sale customer relationship management, including proactive technology steering and reactive service management.-Formulates and executes IT strategies and technology roadmaps-Provides proactive technology guidance -Performs the role of a trusted business and technology advisor and not a sales person, lead the account team to deliver technology steering to help customers make good decisions about their infrastructure and budget. -Implements technology steering process for every client -Manages projects related to service changes -Manages the health and status of our customer relationships. If there is a perceived problem, leads a cross functional effort to rectify it and improve customer satisfaction. -Coordinates follow through of reactive complex problem resolution by interfacing with customers and various operational groups within mindSHIFT -Communicating proactively with customers on a regular and frequent basis regarding current services, related issues and trends, as well as potentially valuable options for changes -Supports operational groups when handling major service escalations -Owns recurring billing questions and issue resolution -Leads efforts to renew customer contracts
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Service Manager And VcioEnvision Consulting Llc Jan 2017 - Nov 2017Alexandria, VirginiaAdministered Engineering Staff, Ticket Dispatcher, and outsourced Tier I Helpdesk. Primary escalation point for technical issues. Project Manager for design and roll out for network, telephony, server, security, and endpoint solutions. Monitor server migrations and hardware refreshes. Documented procedures aligned with policy. Collaborated with developers to integrate multiple tools including, Professional Services Automation (PSA) and Remote Monitoring and Management (RMM), then configured templates, workflows, and scripts. Generated client infrastructure process definitions and identified knowledgebase solutions. As V-CIO, automated reporting templates. Assessed client infrastructure using industry-methodologies. Customized IT strategies, using technical assessments, to meet client's business needs.● Increased customer satisfaction and engagement by introducing a new reporting process. -
Customer Support Services Team LeadCsra Inc May 2015 - May 2016Arlington, VirginiaClient: Federal Deposit Insurance Corporation (FDIC). Senior technician for local operations. Oversaw workflows and projects. Liaised with customer stakeholders to ensure technical specifications aligned with requirements. Tracked support ticket process using Remedy. Led field support for installations, service, and repair. Delivered one-to-one training sessions.● Received leadership recognition for service excellence for laptop deployment for Office of Inspector General. -
Technical Support Specialist2U Sep 2014 - May 2015Hyattsville, MarylandDelivered students and faculty technical service and support issues analysis and resolution for the Learning Management System (LMS) and Adobe Connect. Engaged with training team for student onboarding during orientation. Monitored live sessions for efficiency and uptime, submitted feedback for continuous improvement. Triaged student support requests and made referrals to Director/Student Support Advisors. -
Regional Local Support ManagerCatapult Technology Feb 2008 - Dec 2013Atlanta, Ga/Crystal City & Fairfax, VaClient: General Services Administration (GSA). Led multi-state teams of 15-30. Monitored contract performance and resolved issues with IT Manager/Contracting Officer Technical Representative. Administered regional government IT assets inventory and coordinated physical audits.• Ensured resolution compliance with SLAs by establishing Standard Operating Procedures.• Recognized by the company for consistent SLA compliance over 92%.• Managed migration and deployment projects of PBX phone to VoIP, Lotus Notes to Google Cloud, MS Office 2003 to 2007, Windows XP to 7, and network upgrades.
Bill Skaggs Skills
Enterprise Software
It Operations
Operating Systems
Mobile Devices
Computer Hardware
Network Administration
Project Management
Process Improvement
Troubleshooting
Computer Network Operations
Operations Management
Management
Program Management
Cloud Computing
Business Development
Technical Support
Help Desk Support
Itil Process Implementation
Technical Leadership
Active Directory
Servers
Network Security
Disaster Recovery
Networking
Bill Skaggs Education Details
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Loudoun County High SchoolGeneral Studies
Frequently Asked Questions about Bill Skaggs
What company does Bill Skaggs work for?
Bill Skaggs works for Saic
What is Bill Skaggs's role at the current company?
Bill Skaggs's current role is Online Support Desk Manager at SAIC.
What is Bill Skaggs's email address?
Bill Skaggs's email address is bi****@****dge.com
What is Bill Skaggs's direct phone number?
Bill Skaggs's direct phone number is +170362*****
What schools did Bill Skaggs attend?
Bill Skaggs attended Loudoun County High School.
What skills is Bill Skaggs known for?
Bill Skaggs has skills like Enterprise Software, It Operations, Operating Systems, Mobile Devices, Computer Hardware, Network Administration, Project Management, Process Improvement, Troubleshooting, Computer Network Operations, Operations Management, Management.
Who are Bill Skaggs's colleagues?
Bill Skaggs's colleagues are Blair Snowberger, Noah Stern, Barrett Wright, Jim Azeltine, Mahmoud Elewa, Ashley Fessler, Daniel Biancuzzo.
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Bill Skaggs
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Bill Skaggs
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