Service Desk Team Lead
As Help Desk Lead I supported a project at the Department of Homeland Security (DHS) Office of Chief Security Office (OCSO) and manage a team of service desk professionals supporting HSPD-12 Enrollment and Registration Services to HSPD-12 card issuance sites throughout DHS and DHS Components. • Managed team of 7 service desk personnel on shift work (6:00 am – 8:00 pm).• Developed an annual training process to keep personnel update all changes in the HSPD-12 arena.• Understand Homeland Security Presidential Directive- 12 (HSPD-12) policy and Standards for Federal employees and contractor receiving Federal ID badges.• Provide Enrollment/Issuance Card Workstation (EIWS) support as it relates components and products supporting the DHS IDMS infrastructure within the Personal Identity Verification (PIV) card issuance facilities.• Implemented processes to improve customer service to DHS and its components.• Troubleshoot and maintains operations of IDMS and Enrollment Manager stations.• Collected and analyze troubleshooting telephone calls to determine additional training needs.• Revoked PIV cards and assists components with IDMS, ISMS and Enrollment Manager issues.• Provided reports for stakeholders and lead projects as needed.• Analyze clients hardware problems and submitted repairs/replacement of inoperable equipment (RMA) as needed.• Provided guidance and interpretation for DHS Components on policy questions in regards to FIPS 201and NIST SP-800.
