· Managed Army Training Information System (ATIS) Digital Training Facility help desk operations.· Supervised a team of 29, providing support, coaching, and disciplinary counseling.· Completed and presented daily, weekly, and monthly metrics reporting on Acceptable Quality Levels (AQLs) as needed or required to primary contractor and client.· Created and implemented process improvement strategies to enhance help desk efficiencies in time management, quality, and accuracy.· Conducted process/policy review, implementation, and improvement activities.· Scheduled Tier 1, 2, and 3 help desk staff to ensure 24x7x365 coverage.· Provided quality assurance of help desk operations and staff performance.· Evaluated and analyzed policy/procedure compliance, performance, metrics reporting, timekeeping, and quality and accuracy of support.· Led hiring and training process for all help desk positions.· Interviewed and provided hiring recommendations.· Coordinated onboarding process for all new hires between the Government and FEDITC including PSIP reporting, fingerprinting, e-QIP completion, and CAC issuance.· Developed, updated, and implemented training plans for all agents.· Perform IAVM patching for network security compliance. · Product fielding process and documentation. · Performs ALMS site and courseware troubleshooting.· Performs ALMS customer training.· Performs system documentation reviews.· Serves as ALMS liaison for EMS project.

T1 & T2 vacation, holiday, & gap coverage schedulingQuarterly review of T1 schedule to ensure placement of staff is optimal & assist HD MGR with T2 schedule reviewAlternate POC for call outs / late arrivalsCreate & maintain documentation on ALMS training & on processes & proceduresAdvanced T1 trainingComplete annual performance evaluations for T1Ensure all employees have completed customer service training and that mandatory DLS security training is completed yearlyCollect & maintain records of all DLS security training, Intervise customer service training, & any HD specific training plans completedEnsure daily T1 compliance to breaks is followed to maintain maximum phone coveragePrimary POC for on-site support of T1 questions (job related)Assist HD MGR with new hire staff roll-onAssist with process & procedure improvement & innovations with an ALMS focusAssist with process & procedure improvement & innovations with a DTF focusT1 & T2 call*, ticket, & monthly compilation of evaluationsT1 coachings on evaluationsT1 daily performance matrix codingCreate & maintain documentation on DTF trainingTrain all new hire T1 agentsRemedial training for all T1 agents as neededTrain all new hire T2 agentsSupport HD MGR with get well plan data collectionCreate & maintain training plans for T1 & T2Collect monthly internal T1 data & post / report as appropriate (non-metrics)Act as HD representative in HD MGR absence as neededComplete various audits as requested (RightNow, Remedy, procedure compliance, etc.)

T1 & T2 vacation, holiday, & gap coverage schedulingQuarterly review of T1 schedule to ensure placement of staff is optimal & assist HD MGR with T2 schedule reviewAlternate POC for call outs / late arrivalsCreate & maintain documentation on ALMS training & on processes & proceduresAdvanced T1 trainingComplete annual performance evaluations for T1Ensure all employees have completed customer service training and that mandatory DLS security training is completed yearlyCollect & maintain records of all DLS security training, Intervise customer service training, & any HD specific training plans completedEnsure daily T1 compliance to breaks is followed to maintain maximum phone coveragePrimary POC for on-site support of T1 questions (job related)Assist HD MGR with new hire staff roll-onAssist with process & procedure improvement & innovations with an ALMS focusAssist with process & procedure improvement & innovations with a DTF focusT1 & T2 call*, ticket, & monthly compilation of evaluationsT1 coachings on evaluationsT1 daily performance matrix codingCreate & maintain documentation on DTF trainingTrain all new hire T1 agentsRemedial training for all T1 agents as neededTrain all new hire T2 agentsSupport HD MGR with get well plan data collectionCreate & maintain training plans for T1 & T2Collect monthly internal T1 data & post / report as appropriate (non-metrics)Act as HD representative in HD MGR absence as neededComplete various audits as requested (RightNow, Remedy, procedure compliance, etc.)

• Troubleshooting workstations at over 80 Digital Training Facilities• Provided support to Facility Manager’s with Level 2 certified Enterprise administrator privileges• Provided day-to-day supervision of the vendor staff• Conducted problem management by reviewing Incident Tickets through Remedy and Right Now systems.• Provide guidance on which incidents/requests Tier I agents will resolve and which incidents will be escalated to Tier II/III• Trained Tier I/II staff on Help Desk activities as required• Re-imaging of computers using Ghost Client Console and Win PE.• Cisco Contact Center for Automated Call Distribution experience • Dell, HP, LG contact support for warranty.• Proficient with Hyena, Forescout, ACAS and Dameware • Experience troubleshooting Windows 10, Windows 7, Microsoft Office, Windows Server 2012 R2, Windows Server 2008, Internet Explorer, HBSS, and VTT systems. • Utilized the Remedy AR system to generate Ad-hoc reports regarding incident management metrics• Responsible for patching and maintaining over 3,000 workstations from over 80 Training Facilities across the globe.• DISA ACAS certified as of April 2017• Forescout Secure Connector patching experience • Assist Tier 1’s with troubleshooting and other questions on the Army Learning Management System

• Troubleshoot user computers• Experience with Remedy Trouble Ticket System• Familiar with ForeScout operations• Experience with Right Now ticketing system• Experience with Dameware remote system management software• Experience with Provident account creating and management• Experience with Hyena enterprise management• Experience with Microsoft Word• Familiar with troubleshooting Windows 7, Windows 8, Microsoft Office, Windows Server 2008, Internet Explorer, HBSS• Experience working with Cisco Contact Center for Automated Call Distribution within the call center

• Troubleshoot user computers• Experience with Remedy Trouble Ticket System• Familiar with ForeScout operations• Experience with Right Now ticketing system• Experience with Dameware remote system management software• Experience with Provident account creating and management• Experience with Hyena enterprise management• Experience with Microsoft Word• Familiar with troubleshooting Windows 7, Windows 8, Microsoft Office, Windows Server 2008, Internet Explorer, HBSS• Experience working with Cisco Contact Center for Automated Call Distribution within the call center

• Operated programmable logic controllers.• Maintained system operations.• Performed preventative maintenance.• Performed welding operations• On call 24X7.• Provided tours to VIP’s when onsite.• Travel to other contracted facilities to support off-site operations