Manage a team of 10 professional service desk technicians supporting over 500 customers located in the Pentagon, and Ft Belvoir office locations. Service provided included maintaining day to day service operations of computer equipment, install of software, providing upgrades and deployments for multiple classified Windows-based networks. Coordinating and performing technical assessment and evaluation of requirement and acquisition requests submitted by technical and program stakeholders to confirm conformance with approved plans, program objectives, and policies as well as efficient use of assets. Developed, executing, and managing methods to monitor and measure risk, compliance, and assurance efforts. Provided weekly and monthly SLA status and report of open and closer of incidents team wide.  Develop, write and implement daily operating procedures (SOP’s) Develop and deploy ITIL procedures. Develop matrix to track and meet giving SLA requirements Developed a VIP support program to provide outstanding fast customer support.

Provide day to day service operations of computer equipment, install of software, providing upgrades and deployments on Windows-based network.  Manage day to day ticket queue working incoming tickets or assigning ticket to Tier 2 and 3. Took ownership of all employee in processing program from creating accounts to deploying, and setting up equipment. (Did not exist when I started.)  Developed and deployed assets tracking procedure along with new user setup checklist.  Control all user account from creation to disabling as well as fix lock outs and password resets. Develop matric to track and meet giving SLA requirements.

Manage, supervise and approve travel for a team of 35 professional service desk technicians and 2 service desk managers supporting over 1500 customers located in 45 office locations across the United States, and in the Washington, D.C. Metro Area, Service provided included maintaining day to day service operations of computer equipment, install of software, providing upgrades and deployments for multiple classified Windows-based networks. Coordinating and performing technical assessment and evaluation of requirement and acquisition requests submitted by technical and program stakeholders to confirm conformance with approved plans, program objectives, and policies as well as efficient use of assets. Developed, executing, and managing methods to monitor and measure risk, compliance, and assurance efforts. Provided weekly and monthly SLA status and report of open and closer of incidents team wide. Groom employees in problem management and service operations to move to up in their career path. Develop, write and implement daily operating procedures (SOP’s) Develop and deploy ITIL procedures. Develop matrix to track and meet giving SLA requirements Developed a VIP support program to provide outstanding fast customer support.

Manage, supervise and approve travel for a team of 35 professional service desk technicians and 2 service desk managers supporting over 1500 customers located in 45 office locations across the United States, and in the Washington, D.C. Metro Area, Service provided included maintaining day to day service operations of computer equipment, install of software, providing upgrades and deployments for multiple classified Windows-based networks. Coordinating and performing technical assessment and evaluation of requirement and acquisition requests submitted by technical and program stakeholders to confirm conformance with approved plans, program objectives, and policies as well as efficient use of assets. Developed, executing, and managing methods to monitor and measure risk, compliance, and assurance efforts. Provided weekly and monthly SLA status and report of open and closer of incidents team wide. Groom employees in problem management and service operations to move to up in their career path. Develop, write and implement daily operating procedures (SOP’s) Develop and deploy ITIL procedures. Develop matrix to track and meet giving SLA requirements Developed a VIP support program to provide outstanding fast customer support.

Help Desk Manger for govt contract. Supervise daily opeartion of a 15 member team that consistent of desktop support, hardware specialist and vtc specialist in all aspecs from computer repair, software installs, customer support and large office moves

Manage day to day operation at ManTech Corp over seeing a staff of 12 in locations from West Va to MD. Daily operation consist of work order tickets, asset tracking and management, data center management, project support, writing and updating polices and procedures...