Cecil Spence, Itil, Hdi-Scd, Hdi-Ci Email & Phone Number

Cleared, Active, SAPsWashington DC Metropolitan Area (the DMV) The positions I am looking for have titles similar to: Information Technology Support Center (ITSC) Director, Help Desk Director, Call Center Director, Contact Center Director, IT Service Management (ITSM) Director, Customer Experience Director, IT Support Center Manager, Help Desk Manager, Call Center Manager, Contact Center Manager, IT Service Management (ITSM) Manager, Customer Experience Manager, IT Service Delivery Manager, Technical Support Manager, Manager Knowledge Management.

Lorton, Virginia, Us

Cleared, Active, SAPsNJVC, LLC a wholly-owned subsidiary of Chenega Corporation, an Alaska Native Corporation – most successful Alaska Native Village Corp° Primary focus on the enhancement of the Customer Experience! end-to-end journey:How did the Customer feel about how they were treated throughout the entire end-to-end journey? Previous journeys? This journey? Prospects of their next journey – do they look forward to it or dread it?° Design and implement the Customer Experience! Opportunity Management Program & Board (XOMP & XOMB) including the Customer Experience! Registry to manage informal customer positive, neutral, and negative feedback resulting in innovative thinking to elevate the Customer Experience! end-to-end journey° Analyze, trend, monitor, and manage the consistent and improving delivery of all services enhancing customer satisfaction & experience:° Critical Success Factors (CSF) ° Key Performance Indicators (KPIs) ° Metrics° Experience Level Agreements (XLAs) ° Service Level Agreements (SLAs) ° Operational Level Agreements (OLAs)° Identify, manage, and mitigate risks, issues, and opportunities via the Risk Opportunity Management Program (ROMP) and Risk Opportunity Management Board (ROMB)° Enterprise Change Management° Assure the capture of all discovered knowledge is routed to Knowledge Management for inclusion in the Knowledge Management Database (Knowledge Articles & documentation)° Enhance the implementation of and champion Shift-Left (a.k.a. 3-2-1-0-Negative1-Negative2) capture of undocumented knowledge and ensure documented knowledge is readily accessible to the lowest tier level possible (including End-user Self-Service to End-user Self-Sufficiency), shorten elapsed clock-time resolution of incidents and service requests fulfillment for the End-user and elevate the Customer Experience! end-to-end journeySelf-Sufficiency ← ← Self-Service ← ← Assisted-Service° HDI Certified Instructor (Corporate Program) for NJVC & Chenega employees

Falls Church, Va, Us

24 hours a day, 365/366 days a year Information Technology Help Desks with nation-wide customersJuly 2015: Optimizing the ITIL® Framework and Information Technology Service Management (ITSM) across 2 Help Desks with 28 team members (3 team leads, 6 tier-2 analysts, 19 tier-1 analysts) at the FDIC located in Arlington, Virginia. Optimizing the interface of the Help Desk Team and co-located Knowledge Management Team and co-located Workflow Management Team.October 2016: 3 Help Desks with 41 team members (4 team leads, 6 tier-2 analysts, 19 tier-1 analysts, 2 systems administrators, 10 project-based surge staff) at the FDIC located in Arlington, Virginia and Dallas, Texas. Optimizing the interface of the Help Desk Team and co-located Knowledge Management Team and co-located Workflow Management Team.° “Cecil inherited Help Desks that were struggling and turned them into Help Desks that are thriving. Employee morale is high, and that has resulted in an increased number of Kudos from Help Desk Customers and our Federal counterparts.”° Thor Hammer Award (highest award given) Columbus Day Holiday Weekend 2015 Data Center Power Outage Disaster Recovery° FY2016-2017 Quarter 1 (Apr - Jun) Inaugural Quarterly Performance Award (QPA) Winner° Quarter 2 (Jul - Sep) QPA Nominee° Quarter 3 (Oct - Dec) QPA Nominations - 4 submitted 4 approved° Quarter 4 (Jan - Mar) QPA Nominations - 7 submitted 6 approved° Analyzed Call Volume Analytics, Designed, and Executed “Help Desk Shift Scheduling”° Optimized Help Desk Team Member Holiday Scheduling promoting fairness and support genuine work, home, community life balance° Designed, Planned, Executed a Continuity of Operations (COOP) Plan: “Help Desk Core Hours Redundancy”° Disaster Recovery / Continuity of Operations Planning and Execution: ° “Primitive Help Desk” Execution ° “Distributed Team Member Help Desk Support” Executions ° “Cocoon” Executions° Restructured Concept of Operations (CONOPS) documentation for all Help Desks

Falls Church, Virginia, Us

Managed 18 team members (1 supervisor / team lead, 13 analysts, 2 trainers, 1 engineer, 1 receptionist) (Tier 1 & 2) in Washington, DC.

Falls Church, Virginia, Us

Managed 8 website engineers / multimedia specialists and 3 interns (Tier 1 & 2) at the Executive Office of the President, Washington, DC.° GDIT Health and Civilian Solutions Division Employee of the Month November 2011° GDIT Front Line Supervision Course (20 Credit Hours) completed authorizing Managerial, Supervisory, Group / Team Leading roles° 24x7 active support of whitehouse.gov, eop.gov, and all associated microsites Drupal 6 and Drupal 7 engineering and content management° Responsible for software engineering Change Control Management. Engineering ticketing management thru staging to deployment° Responsible for websites Business Continuity by managing procedures, automated alerts, and escalations (infrastructure, DDoS, etc.)° Responsible for Knowledge Management of multiple PRA (Presidential Records Act) and FRA (Freedom of Information Act) document repositories in Collaboration, Wiki environments, and 3 Microsoft SharePoint locations° Responsible for the management of all systems User IDs, passwords, and individual / group access permissions assignmentsHeld two (2) simultaneously Active TOP SECRET SSBI Clearances.

Managed 11-13 technical support representatives / specialists in an Original Equipment Manufacturer's (OEM's) help desk / call center environment (Tiers 1, 2 & 3) involving 11 schedules at 3 locations in 2 countries supporting the Americas. Significant travel.° Responsible for handling customer issue escalations – providing the customer optimal solutions reinforcing customer loyalty. Service Level Agreement (SLA) of 80% of inbound calls answered within 20 seconds (by third ring).° Responsible for all personnel management duties including job postings, interviewing, hiring, timesheets, performance reviews, performance coaching, performance improvement plans, counseling / disciplinary / termination actions, and promotions.° Oversee the team training and acquired knowledge assessments of all Technical Support staff. Monitor and mentor team members assuring a superior positive customer experience.° Analyze, prepare, and distribute daily, weekly, and monthly help desk / call center reporting statistics to team members, senior management, and inclusion in the Board of Directors Report.° Trained by Lloyd’s Register Quality Assurance, Inc. for ISO9001:2000 Internal Auditing. Conducted annual internal audit.° Actively participated in multiple trade show exhibition booth and equipment setups / teardowns and working in the booth during the trade shows. The trade shows were the most successful for the company.

Information Technology Director responsible for information technology and networking product research and analysis, configuring, testing, and implementing recommended solutions in corporate and customers’ offices in four states.° Merak Mail Server implementation and administration. Management of Mail Server customer Help Desk (Tier 1) issues resolution. Service Level Agreement (SLA) of e-mail service always up and all inbound calls immediately answered and resolved. E-mail service for the southeast region of the US experienced no service interruption during Florida direct hits in 2004 of Hurricanes Charley, Frances, Ivan, and Jeanne.° Domain names and DNS Server DNS entries management.

WIA/WITA Manatee Community College (now State College of Florida-Manatee-Sarasota) coursework: Cisco CCNA, Microsoft MCSA/MCSE, CompTIA A+, Network+, Server+.

Technology Center (Data Center) Supervisor managing 10 computer operators (Tier 3 & 4), day-to-day activities, and all short-term goals. Change Management and Business Continuity Management of 400 multi-site/city client-servers.° Designed and implemented growth of the Technology Center from a 4 person, 3 shift, 24 hours by 5 days to a 10 person, 6 shift, 24 hours by 7 days global facility. This included the 24x7 shift scheduling of personnel, training, vacations, workload, and priorities, without over-committing to assure all company goals and timelines were always met ahead of schedule. The Technology Center is a Compaq Self-maintainer facility performing its own warranty service.° Design, implementation, and management of the Technology Center Virtual Team matrix structure forming teams to concentrate on asset management, business continuity, data retention & storage, equipment inventory, procurement, security, server installation, server monitoring, problem troubleshooting, training & certification, and vendor relations.° Facilitator of the Production Control (Change Management) Meeting assuring the big-picture-view by reviewing all move add change requests; trouble escalations; staging of new revisions of software, procedures, and processes; maintenance scheduled for hardware and operating system repairs and updates. Service Level Agreement (SLA) goal of 99.9%.° Orchestrate the creation, implementation, tracking, and continuous updating of all best practices documentation for all tasks, processes and procedures used in the Technology Center.° Responsible for all Technology Center personnel management duties.° Management of leased assets laptops and desktop personal computers assuring new equipment is ordered, configured, and installed prior to the expiring equipment return to leasing agent. Management of surplus leased assets maximizing usage.° Management of donation of obsolete owned assets assuring greatest positive impact to community not-for-profits.

Director of Information Technology directing 4 technical support personnel supporting 2 Computer Rooms, and 7 facilities Indiana-wide.

Help Desk Manager at Indiana State Department of Health, PC/LAN Customer Support Help Desk directing 13 technical support personnel (Tier 1 & 2) supporting 1,000 PC Systems at multiple locations, laboratories, and remote sites throughout the State of Indiana. Designed and implemented the ISDH PC/LAN Customer Support Help Desk from conception to full production. Achieved optimization of Help Desk operations so staff and budget for 225 calls/month supports 1,000 calls/month with peaks of 1,300 – 1,400 calls/month during PC migrations to new networking topologies, operating systems, and software.° Bendata H.E.A.T. (HelpDesk Expert Automation Tools) Help Desk Management Software Systems Administrator.° Daily duties included overall responsibility for the supervision (including timesheets) of 13 technical support personnel within the PC/LAN Customer Support Help Desk structure at multiple locations and remote sites. Oversaw the workload scheduling and fulfillment of all Customer Service Work Orders by the technical support personnel at all locations. Oversaw the completion of Customer Service Work Order paperwork and Customer Service Quality Survey statistical information. Evaluated customer service quality, investigated and implemented corrective actions to ensure the highest level of customer support possible with the resources available. Service Level Agreement was all calls answered by third ring. Coordinated outside vendor repair and warranty service of Personal Computer hardware and software at all locations. Coordinated Personal Computer equipment moves to ensure minimal loss of productivity of the customer at and between multiple locations.

6 years as Computer Systems Manager hands-on management of Computer Facilities, Help Desk Support (Tier 1 & 2) directing 8 technical support specialists and computer operators in an optical imaging service bureau environment with tight project management goals, timelines.

Manage the cleaning of 15 buildings located throughout the southside of Indianapolis with 15 cleaning personnel. Responsibilities: cleaning supplies stock levels; quality control of cleanliness of buildings; and personnel management in such areas as initial and ongoing training, performance evaluations, pay raises, payroll, and disciplinary action when necessary.

Management of all items in an equipment inventory of approximately 150 PC systems (Tier 1 & 2). Prepare summary of microcomputer acquisitions per fiscal quarter for budgetary review. Analysis of microcomputer acquisition requests from departments to determine systems configurations and associated costs. Acquisition, installation of all associated hardware and software, and coordination of training sessions with the user departments. Research capabilities of new equipment, software, and accessories in the industry. Novell Local Area Network 2.15 Administrator.

Randolph Afb, Tx, Us

Computer Operator, Disk Tape Librarian, Lead Operator, Shift Supervisor, Job Quality Controller, Workload Scheduler, Systems Monitor, Input Output Section Supervisor, and Equipment and Supplies Manager.Inactive Reserve 12/23/1975 – 6/15/1976, Active Duty 6/16/1976 – 5/15/1986Other Eligible Veteran – Iran Hostage Era Veteran, Cold War VeteranHighest DoD security clearance held – TOP SECRET/SCI SSBI

Associate In Science – Network Services Technology

Associate In Applied Science - Computer Technology, Commercial Option

High School Diploma - Computer Sciences

Education record