Danielle Shingieti, Pmp, Emba Email & Phone Number

Herndon, Virginia, United States

Herndon, Virginia, United States

Herndon, Virginia, United States

Virginia, United States

Serve the organization as a Co-Founder, CEO, and Mentor.

Washington D.C. Metro Area

 Served as the Tier 1 and Tier 2 IT Program Manager for the Department of Commerce’s Office of Information Technology (DOC OCIO) department Managed a co-mingled low-level, senior, and executive support staff of 10+ in a high traffic government facility Served as customer service liaison for all DOC’s OCIO TPOC (technical point of contact) program.

Tysons Corner, VA

 Served as an IT Service Management and Service Desk subject matter expert on multiple contracts Collaborated with highly diverse staff in multiple departments on various SOPs, RFIs, RFPs and, various business development documentation Highlights: Served as single-point of contact for Phacil’s Service Desk Center of Excellence  Organized meetings.

Arlington, VA

Managed highly diverse staff and day to day operations for the Treasury Office of the Comptroller of the Currency while maintaining contract SLAs. Performed Lean Six Sigma activities involving multiple IT Customer support teams to identify future business process improvement projects for OCC. Managed a dynamic staff schedule based on call volume. Reviewed.

Arlington, VA

Managed the Office of the Comptroller of the Currency (OCC) ITCS Service Desk’s knowledge base which houses documentation regarding end-user applications, computer hardware, and customer support processes.Reviewed existing knowledge base articles daily for accuracy, consistency, and to ensure they provided value to the Service Desk. Provided daily reports.

Arlington, VA

Performed ServiceNow ticket quality assurance for Office of the Comptroller of the Currency (OCC) ITCS Service Desk’s agency staff to identify training and documentation improvementsHighlights: Identified knowledge gaps of agents which resulted in the generation knowledge base articles to increase the Tier 1 FCR

Arlington, VA

Supervised highly diverse staff and day to day operations for the OCC ITCS Service Desk while consistently meeting contract SLAs. Trained and coached new team members. These team members showed exceptional customer service and technical knowledge which directly contributed to customer satisfaction. Coordinated and conducted a softskills training course.

Arlington, VA

Herndon, VA

Performed Remedy ticket quality assurance for The Department of Homeland Security/U.S. Customs and Border Protection(DHS/CBP) agency staff to identify training and documentation improvementsHighlights: Contributed to the improvement of DHS/CBP staff ticket documentation by giving weekly reports Identified Knowledge Base documentation improvements.

Herndon, VA

Performed as an incident management coordinator to diagnose incidents, investigate solutions, and help mitigate service interruption by failed IT services utilized by US Customers and Border Protection agencyHighlights: Handled mission-critical incidents by creating a bridge of communication between multiple CBP technology resources aiding in resolution.

Herndon, VA

Provided technical customer support to US Customs and Border Protection agents via telephone and email communication system.Utilized Remedy ticketing system to document, escalate, and/or resolve DHS/CBP related applications/software/network incidents reported by DHS/CBP agents via email and/or telephone system.Highlights: Handled 100+ technical calls and.

Annandale, VA

Supervised highly diverse staff and day to day operations creating a reliable customer-facing environment. Communicated with customers daily addressing both current and future concerns to enhance the customer experience. Trained new hires on day to day operations and customer interaction techniques minimizing impact to the customer experience. Improved.

Annandale, VA

Installed and maintained computer infrastructure for Annandale Play-Care. Played an essential role in the professional development and improvement of technical knowledge of staff by assisting them with all hardware and software related issuesHighlights: Successfully restored corrupted hard drive that minimized company data loss Secured a back-up copy of.

Annandale, VA

Performed regular maintenance and updates of the websites. Entertained and answered customers’ inquiries through e-mail and website forum. Used Adobe Dreamweaver and Photoshop enhancement features to improve websites and to increase customer experience satisfactionHighlights: Creatively designed and developed two websites that brought significant increase.

Executive Mba, 4.0

Bachelor Of Science (B.S.), Information Technology