Manage first level contact support team for end user base of 2500 and growing. Implement ITIL and Scrum/Agile process to improve the Customer Experience with our department. Evaluate annually end user end points to help improve day to day business operations and employee productivity. Coach and mentor my team to excel in their career goals and happy to have helped three different individuals to be promoted and advance in their career.

Oversaw and managed the implementation of the Purdue Service Desk program on the behalf of HCL America. Duties included implementing ITIL processes, documenting 10 years of tribal knowledge in to a ITIL Knowledge Base, managed employees sechedules, oversaw day to day operations, conducted trend analysis of call volume and call trends, first point of contact in Purdue's Incident Management process, developed client relationship.

Operated as one of four Service Desk team leads on the Deutsche Bank Service Desk on behalf of HCL. Duties included manage break and shift schedules for all employees, monitoring call volume and ensuring SLA's were met, worked with client on process improvement initiatives, worked as part of the shift left team, and help oversee day to day operations.

Responsible for monitoring various Wideband Area Networks, adjudicating outages, scheduling planned or Demand outages as necessary to perform maintenance and/or resolve circuit anomalies. Ensured connectivity is maintained between multiple networks. Monitored Site Communications Processor (SCP), which includes the correction of message, sending communications continuity checks, and monitoring the systems processes. Responsible for troubleshooting any network connection loses between site and end users.

Worked as part of an Agile Project Management Scrum team within the System Engineering Department. Scrum Master for Mass Notification Systems (MNS) and Service Desk. Managed multiple projects including, but not limited to. Upgrade of deployed MNS assets to Army installations that IPP had deployed to. Overhauled the outdated purchase list of MNS. Redesigned the Service Desk to an ITIL Certified Service Desk. Functioned as the Scrum Master of an ITIL Service Desk for IPP from August 2008 to August 2011. Analyzed deployment and operation issues reported to the Service Desk. Assessed operational issues with system by reviewing data provided to the Service Desk. Functioned as the MNS technical Scrum Master for IPP from August 2008 to August 2011. Developed integration requirements for the MNS as part of a Decision Support System (DSS) for IPP. Developed Gap Analyses for new MNS technologies and developed standards for gaps. Conducted Gap Analyses for MNS technology versus DoD, DHS, and National Fire Protection Agency requirements. Developed annual SWO and Task Orders on behalf of the government in the areas of MNS and Service Desk. Participated in weekly Technical Interchange Meetings (TIM), CCB, and Engineering Review Boards. Provided technical review of Prime Contractor generated documentation.

Provided support to the National Geospatial-Intelligence Agency (NGA) in the operations of Office of Special Projects (OSP). Utilized the TRIAD of Integrated Exploitation Capability (IEC), National Exploitation System (NES), and National Geospatial Library (NGL) to ensure operational availability, querying the systems to provide products to the war fighter. Resolved technical problems and answered queries in support of 400 user’s worldwide user’s computer hardware, software, network, and telecommunications systems by telephone, e-mail, and onsite troubleshooting. Diagnosed, identified, isolated and analyzed problems utilizing historical database records and monitored local and worldwide network. Maintained and updated records and tracking databases. Alerted management to recurring problems and patterns of problems. Coordinated and facilitated daily and weekly meetings and managed personnel shift schedules on behalf of leadership. Supported engineering review boards on a weekly basis on behalf of customer.