Leader of Community Outreach Services

Directs and prioritizes the day to day activities of the Service Desk, networking and application support. Participates in all software and hardware evaluations. Ensures appropriate use of technologies to support business requirements. Periodic assessments of existing technology and applications for performance improvements, upgrade requirements and hardware/software replacement.Increased remote ticket resolution close from 38% to 75% within 5 months, allowing Technicians to resolve tickets without leaving the office and work more efficiently. Service Desk ticket time to close was reduced from 5 days to close to 2.5 days to close. Average response time to contact users was reduced from 2 days to 1.5 hours.  The goal is to contact users within 1 hour. Created an 8 question survey to measure user satisfaction with the Service Desk, Customer satisfaction was 89%. I recruited all members of the Service Desk, 75% of all request for support were resolved by the Service Desk team. I created these processes to improve and speed service to our users. Change Advisory board (CAB), User notification message release during Outages and an on call process to handle after hours support. Completed a project to move and train all users on O365 within 45 days.

Control all phases of new user provisioning• Schedule work assignments for the IT team• Supporting over 1000 users on Lotus Notes• Supporting all Enterprise wide projects• 10 IT members supporting over 3500 users worldwide, also International users• Provide SLA and metrics reporting to upper management on a weekly basis.• Performs hardware\software support, inventory management and workstation patching• My group manages, BES, WSUS, VOIP, AD, Exchange, Tape backups and AV support• Responsible for screening all IT calls to determine which Technician should provide support• Identifies, compensate for and manages risk to operations onsite, including emergency checklists• Provides solutions and improvements across all levels of responsibility• Serves as point of Escalation for all problems

Control all phases of new user provisioning• Schedule work assignments for the IT team• Supporting over 1000 users on Lotus Notes• Supporting all Enterprise wide projects• 10 IT members supporting over 3500 users worldwide, also International users• Provide SLA and metrics reporting to upper management on a weekly basis.• Performs hardware\software support, inventory management and workstation patching• My group manages, BES, WSUS, VOIP, AD, Exchange, Tape backups and AV support• Responsible for screening all IT calls to determine which Technician should provide support• Identifies, compensate for and manages risk to operations onsite, including emergency checklists• Provides solutions and improvements across all levels of responsibility• Serves as point of Escalation for all problems

Automated Logic Corporation 05/2012 to PresentIT Coordinator/Service Desk• Control all phases of new user provisioning• Schedule work assignments for the IT team • Supporting over 1000 users on Lotus Notes• Supporting all Enterprise wide projects• 10 IT members supporting over 3500 users worldwide, also International users • Provide SLA and metrics reporting to upper management on a weekly basis.• Performs hardware\software support, inventory management and workstation patching• My group manages, BES, WSUS, VOIP, AD, Exchange, Tape backups and AV support• Responsible for screening all IT calls to determine which Technician should provide support• Identifies, compensate for and manages risk to operations onsite, including emergency checklists • Provides solutions and improvements across all levels of responsibility• Serves as point of Escalation for all problems

Client Service manager/Help Desk Manager • Control all phases of new user provisioning• Provide leadership for Change Control and User education groups • Experienced in problem resolutions and improvising under pressure • Provide SLA reporting to upper management on a weekly basis.• Works closely with Enterprise Network Management to maintain network status• Performs hardware\software support, inventory management and workstation patching• My group manages, BES, VOIP, AD, Exchange,SMS, SCCM Tape backups and AV support• Supporting users in 10 states and internationally.• Multi-tasking multiple responsibilities with varying priorities while maintaining client satisfaction.• Responsible for Coaching, recruiting new members, and staffing the Service Desk team.• Identifies, compensate for and manages risk to operations onsite, including emergency checklists • Provides solutions and improvements across all levels of responsibility

Control all phases of new user provisioning• Schedule work assignments for the IT team• Supporting over 1000 users on Lotus Notes• Supporting all Enterprise wide projects• 10 IT members supporting over 3500 users worldwide, also International users• Provide SLA and metrics reporting to upper management on a weekly basis.• Performs hardware\software support, inventory management and workstation patching• My group manages, BES, WSUS, VOIP, AD, Exchange, Tape backups and AV support• Responsible for screening all IT calls to determine which Technician should provide support• Identifies, compensate for and manages risk to operations onsite, including emergency checklists• Provides solutions and improvements across all levels of responsibility• Serves as point of Escalation for all problems

Provided directions in day to day matters were processes and people come together. I was instrumental in managing and preparing budget requirements and forecast. Managed personnel, evaluated their performance and mentored many into leaders themselves. I offered stability and organizational skills that were transparent across many departments and would be considered well respected amongst my peers.Managed Desktop Support for over 7,000 internal and external organizational computer systems Created training materials and guidelines for new users, also provided presentationsInstrumental in creating Ceridian's backup strategy for disaster recovery.Supervised 2nd and 3rd level Network support using 14 team membersWrote performance reports and evaluations on 12 Support Technicians at CeridianManaged over 150 software packages thru Desktop Support.The Lead on the SMS packaging team for 2 years, we packaged over 70 software titlesAnalyzed equipment requirements, cost effectiveness of repairs and acquisitionsConfigured HP network printers and file servers for the departments.Participates with senior managers to establish tactical and some strategic plansResponsible for Smartphone, Enterprise PC backup and PC hard drive encryptionExtensive skills in remote management of technicians providing service to multiple business units.Outsourced Desktop Services (2002) and helped bring Desktop services back in-house within a 3-year period. We met our Customer satisfaction goal of 95% and 70% remotely resolved monthlyTracked contract labor work hours and authorized overtime, and invoiced clients accordingly.Reviewed and processed SLA reports and addressed areas requiring improvementsVery efficient in MS Word, Excel, Project, Visio, Office and Access.

Integrated the Helpdesk from two different fields of support, creating one strategic unit.Project Leader on several large Information systems initiativesSupervised Programmers, Analyst and Information Systems Coordinators that consisted of 10 Marines and civilians, who in turn supported over 150 geographically, dispersed locations.Budget Officer for Management Information Systems Coordinator Office Converted EnterpriseTrained new hires on process procedures and project best practicesMy team supported 10,000 users around the worldRecruited, interviewed, selected and managed Help Desk personnel

Typical functions of the recruiter include preliminary screening and administrative processing Developed and presented full and half days orientation programs for newly joined Marines. Trained, supervised and evaluated new joined Marines, enabling them to improve skills and meet organizational goals.Met and exceeded all recruiting goals consistently, 3 years in the top 10% of all Marine recruiters

Created and instructed Windows NT/2000/98 and MS Outlook training for 200-300 users per year Introduced new users on network security policies and Windows NT account procedures. Research and Coordinate vendor hardware and software purchases lCreated standardized installation images for the configuration of new systemsSystems analyst provided advice, guidance, and assistance to department heads and maintenance personnel who perform maintenance and monitoring of mainframesProvided system support for 1200 users via telephone, email, and hands-on work callsSetup and configured user workstations and set passwords and user privileges.

Provided on-call technical support to in-house staff via in-person service, telephone Communicate highly technical information to both technical and non-technical personnelMake minor modifications to computer, networks and email systems Created standardized installation images for the configuration of new systemsAs a Systems analyst, I provided advice, guidance, and assistance to department heads and maintenance personnel who perform maintenance and monitoring of mainframesUse innovative methods and techniques for problem solving. Analyze interrelationships of pertinent components of the system. Perform computer operations and systems functions such as backups, reboots, monitoring and repairing problems, rebuilding files, and network maintenanceDesigned reports to that were used by upper management to identify cost saving and man hour savingsI acted as a trainer and mentor for new Marines to the Technology field Setup and configured user workstations and set passwords and user privileges.

Performed 1st and 2nd level Desktop troubleshooting in conjunction with application server support.Detected , diagnosed and resolved any hardware, software or connectivity problemSetup and configured user workstations and set passwords and user privileges.Responsible for tasks related to scheduling service requests, included but not limited to equipment replacement and installation, and software installation.

Recruited Marines officers