Operates as the initial point of contact for over 350,000 Navy NMCI users via telephone,email, or live chat to provide technical support for hardware, systems, sub-systems and/orapplications.Assists end-users/customers in resolving their IT issues accurately and promptly.Proficient using Hewlett Packard Systems Management (HPSM) Information Technology Systems Management (ITSM) ticketing system.Creates interactions documenting user information, problem the user is experiencing, determines and documents steps to resolve the issue, and manages the flow of incoming support requests.Utilizing system administrator permissions, remotely access user’s computer, make changes to their system and settings by navigating application menus to fix an issue.Search HPSM Knowledge Base for documented articles listing steps user can take to resolve the issue on their own.Troubleshoot network connectivity issues, working with remote employees on a corporate network.Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.Escalate complex problems to higher-level IT support specialists and experts if they are unable to resolve the issue on their own.Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs.Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.Assisted Information System Security Managers/Officers (ISSM/ISSO) via authentication to re-enable/unlock users accounts after inactivity or IA event resolution.Assisted users with their high vulnerability devices that were placed in quarantine due to compliance issues involving lack of security barriers.Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

• Collaborated with senior management to align business objectives with customer experience initiatives, contributing to overall company growth and profitability.• Developed and delivered customer experience training programs for employees at all levels, fostering a customer-centric culture and ensuring consistent service excellence.• Implemented customer experience measurement metrics and conducted regular audits to assess service quality, identify areas for improvement, and ensure consistent delivery of exceptional customer experiences.• Provide quality assurance of all security authorization documentation and other documentation that supports the system.• Implemented talent acquisition strategies, attracting, and hiring top talent, and building high-performing teams with diverse skill sets.

• Implemented effective performance management systems, conducting regular performance reviews, setting clear expectations, and providing constructive feedback to optimize team productivity.• Led cross-functional teams in the successful execution of complex projects, ensuring adherence to timelines, budgets, and quality standards.• Cultivated strong relationships with key stakeholders, including clients, vendors, and internal departments, to ensure smooth collaboration and successful project outcomes.• Monitored and analyzed key performance indicators (KPIs), implementing data-driven strategies to improve operational efficiency and optimize resource allocation.• Oversaw and manage employees, providing leadership, mentorship, and fostering a positive work environment to achieve departmental goals.