Craig Binder Email & Phone Number

Silver Spring, Md, Us

Responsible for ongoing improvements to services, processes and functions within the IT Service Desk and IT Service Center. Provide independent review and assessment of the department’s operational and procedural effectiveness and document potential areas of improvement. Conducts internal lessons learned sessions and provide independent evaluations of department and employee work products. Using these inputs to create standard operating procedures, templates and customer feedback mechanisms with the goal of increasing overall end user satisfaction. A keen awareness of providing exemplary customer service at all levels. Using root cause analysis techniques, also provide recommendations to drive process improvements in support of and in coordination with both internal and external customers. Seek to reinforce and increase quality standards across the IT teams and throughout the organization, while introducing ITIL-based standards, industry best practices and providing project management skills where needed. Developed IT Liaison Program to facilitate communication, training, and awareness throughout the organization

Adjunct Professor of Finance at University of Maryland Global Campus

Coordinate regularly with Desktop Support, IT Service Desk Managers and unit leadership to identify opportunities for improvement. Review and assess team reporting metrics and trends to define and develop improvement targets, which increase customer service and end user satisfaction. Define, collaborate and document standard operating procedures to ensure a consistent, repeatable, quality-driven approach to team work products. Conduct independent audits of team processes to ensure incremental process improvements are incorporated into standard operational practice. Serve as a department point of contact for IT Service Management best practices and for the implementation of ITIL-based efficiencies. Collaborate with unit managers to provide project management structure to key operational activities (such as ongoing PC refresh initiatives, IT Liaison program, etc.)

An IT Senior Support Analyst is responsible forproviding and facilitating high quality, 1st and 2nd tier technical support to UMUCstudents, faculty, and staff. The Analyst will provide professional technical services byphone, e-mail, chat, and face-to-face.SPECIFIC RESPONSIBILITIES INCLUDE:  Act as Operational Lead during opening/closing shift.  Queue Management and dispatch.  Outage and Event management.  Quality monitoring and reviews.  Knowledge and documentation development.  Reporting and contact analysis.  Identification of process deficits, as well as the development of solutions for those deficits. Represent the team at organizational meetings.

Managed inventory of IT resources to support over a thousand users- Arranged deployment of new systems to new users and refreshing systems of current users- Coordinated projects and events involving multiple departments- Continued support of both hardware and software issues for users on a timely and continuousbasis- Filed weekly reports on computer lab usage and inventory tracking- Trained student workers trying to start careers in the IT field

Collected and analyzed raw tax data provided by customers- Did independent research on specific tax issues applied to customers returns- Compiled reports for management on customer base and time management in the office- Tracked customers returns from year to year to help provide financial guidance

Tracked inventory of mobile computer systems for academic use- Provided IT assistance and guidance for users while earning an undergraduate degree

Master Of Business Administration (M.B.A.)

Bachelor'S Degree, Business Administration

Activities and Societies: Dean's List

Bachelor'S Degree, Economics

Scholars Program: Science, Technology and Society