Edwin J. Email & Phone Number

• Develop and enforce IT support policies, ensuring alignment with Department of Defense security standards.
• Lead vulnerability assessments and devise action plans to mitigate risks.
• Managed a team of 14 technicians across three sites, supporting over 3,500 users; achieved a 60% reduction in backlog within a year.
• Foster a high-performance culture by setting and communicating performance expectations based on KPIs and SLAs.
• Establish and maintain collaborative relationships with project members and clients to ensure successful project outcomes.
• Provide leadership in performance analysis and develop action plans for team members not meeting expectations.

United States

• Led collaboration between EUS and other teams to troubleshoot and resolve customer-impacting issues.
• Managed EUS projects and improvement initiatives, focusing on enhancing productivity and customer experience.
• Identified and implemented new processes to improve team productivity and customer satisfaction.
• Oversaw ticket assignment for major issues requiring engineering support and monitored adherence to performance metrics.

Alexandria, VA

• Monitored and managed Customer Support operational activities, issues, and client inquiries.
• Acted as the primary point of contact for high-priority incidents, compiling data for Tier III investigations.
• Supported customer technology projects including deployments, upgrades, and installations.
• Identified and implemented process improvements and maintained key support documents.

United States

• Developed and documented system design procedures, test procedures, and quality standards.
• Managed user account creation and ticketing through Remedy.
• Assisted in escalating and assigning tickets for resolution.