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 personnelHighlights: Identified agent knowledge gaps and developed easy to understand and implement SOPs and KBAs that improved the stakeholder’s perspective of our team’s capabilities  Created a walk-in center and supporting SOPs to mitigate impact to day-to-day operations  Created a loaner laptop policy to minimize issues with misplaced loaner devices and ensure adherence to DOC security policies in regards to sanitization of PII information between users Created a new workload management SOP that allowed for easier oversight of new, pending, and outstanding agent assignments Implemented new metrics reporting methodology to highlight support downfalls and areas for process improvement Collaborated with DOC’s OCIO Branch Chief in developing a Tier 0 solution to improve customer usability and understanding of their recently implemented ServiceNow ticketing system

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 between multiple contract Service Desk Managers to identify process improvement techniques that can be implemented on future and current contracts Served as an ITSM / Service Desk SME for the Department of Justice SharePoint Team Collaborated with the IT PM and created customer centric SharePoint sites that improved overall customer satisfaction by elevating usability based on their departments specific needs Served as an ITSM / Service Desk SME for the United States Marine Corp Recruiting Command Service Desk Team Identified several aspects of process improvement at the Tier 1 and Tier 2 levels Created new a new onboarding manual, KBAs, SOPs that inspired new hire buy-in by defining their roles and providing resources that centered around a team objective rather than individual goals

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 weekly quality assurance reports of escalated tickets to Service Desk management which identify knowledge gaps and improve the customer experience. Conducted daily call monitoring to isolate technician training needs. Assisted in drafting CPAR for government review. Reviewed and analyzed metric reports Highlights: All Exceptional CPAR submitted in 2014 & 2015 on the efforts of the Service Desk Coordinated with internal and external customers on projects to meet OCC needs Developed Tier 1 training material to support the Mobile Refresh imitative at OCC Assisted in the drafting of requirements for ServiceNow Service Catalog items that enabled process streamline for multiple departments

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 of escalated tickets to Service Desk management which allowed management to identify knowledge gaps and improve the customer experience. Redesigned OCC processes by creating knowledge base articles from the analysis of current OCC processes which resulted in improved service delivery:o Created a standard operating procedure (SOP) for ticket creation and handlingo Collaborated with other support teams to create access management SOPso Created a Tier 1 response process for OCC application and network disruptions which improved customer to ITCS facing relationship regarding outages.Collaborated with other support teams knowledge managers to create process maps as part of knowledge maps:o Created knowledge base articles that outlined the Tier 1 responsibility within access management processes Served as liaison to other supports teams to build Service Desk knowledge regarding their respective applications:o Met onsite with Tier 2 support teams to solicit knowledge which resulted in clearer escalation paths and built rapport with other support teamsHighlights: Contributed to Service Desk knowledge migration from Remedy ticketing system to the ServiceNow ticketing environment improving Service Desk agents searching capabilities, increasing FCR ratings, decreasing overall call time. Created customer-facing knowledge base articles for OCC’s self-service employee portal These articles enabled customers to self-resolve commonly occurring issues such as Blackberry and VPN connectivity

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 utilized by the Service Desk agents to improve the customer experience. Created an ITIL self-study course utilized by the Service Desk agents to obtain an ITIL foundations certification. Implemented a ticket quality assurance reporting process resulting in higher KBA creation and lower ticket escalation ratings. This report highlighted areas of improvement in the ticket escalation process by identifying tickets that could have been handled without escalation, resulting in faster call times and higher FCR ratings. Implemented a call monitoring process that isolated technician training needs which allowed management to make decisions on better training methods and lead to improved customer satisfaction ratings.Highlights: Performed Lean Six Sigma activities involving multiple IT Customer support teams to identify future business process improvement projects for OCC Defined the Service Desk‘s role in the ticket creation and escalation process by identifying how and

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 contributing to the overall cohesiveness of the Customs and Border Protection Technology Service Desk staff’s Remedy ticket creation

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 to system slow-downs and/or crashes of CBP applications/software/networks

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 300+ emails weekly while consistently meeting high service standards  Resolved multiple first-notification trouble tickets creating an increase in customer satisfaction

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 customer awareness of Annandale-Play-Care by designing and implementing a self-service websiteHighlights: Formulated a dynamic summer camp program by working with external vendors Designed and coordinated annual holiday functions

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 all hard drives to an external drive in order to preserve confidentiality and maintain availability of company’s important files Analyzed and resolved network connectivity issues on all computers, which shortened company time lost

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 in customer awareness and enrollments

Executive Mba, 4.0

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