• Monitored Tier II IT Remedy ticket queue and assigned/routed tickets to appropriate support groups and individuals in support of 5,500 clients at Fort Belvoir Community Hospital• Played critical role in reduction of Remedy ticket backlog from over 1,300 to less than 300 in two months by review and assignment of old tickets• Tracked status of open ticket assignments by age and priority and contacted tickets' assignees for action, updates, and status• Provided daily, weekly and monthly resolved and open ticket management reports for monitoring progress in resolving ticket backlog

• Managed a team of 15 technicians • Supervised Phone, Desk Side, Hardware, Training, and Executive support groups• Performed data and trend analysis on metrics from ServiceNow and Cisco (ACD) • Management KPI and SLA metrics reports provided daily, weekly, and monthly • Investigated and resolved customer and employee complaints

• When the ITSS Service Center Manager was unavailable acted in his place• Conducted all KPI and SLA metric reporting for FCC IT Service Center• Assisted with BMC Remedy migration to Symantec Service Desk - Migrated processes, classifications, group queues, and all KPI and SLA reports to new system

• Created KPI/SLA management reports from BMC Remedy that were used across multiple contracts• Problem Management - evaluated data for trends, led meetings, and provided monthly reports• Attended Change Management meetings - took minutes - published monthly report of changes • Attended monthly contract status meetings

• Supervised the FCC Service Center’s Tier II desk side support team of 5 technicians• Supported 2,000 users at FCC HQ and 300 users at 27 remote offices in 7 different time zones• Developed technical documentation, procedures, and workflows for PC roll-outs and upgrades• Scripted migration of legacy email archives to MS Outlook archives for entire FCC.