Leah Davis, Pmp And Itil V.4 Certified Email and Phone Number
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Passionate for excellence in user, customer, and employee experiences, I use my background in technology, business relationships, communication, and creativity to drive continuous improvement by inspiring others through data-driven decisions, business alignment, responsible financial stewardship, appropriate training and development, and overall empowerment to reach our collective potential for success.PMP, ITIL v.4, & HDI certified.My soft-skills & process experience include:- Leadership, Team Building & Development- Business Alignment & Continuity- Strategic Planning & Roadmaps- Continuous Improvement- Complex Project Management (Waterfall, Agile [SCRUM], & hybrid)- Enterprise Service Management (ESM), IT Service Management (ITSM), & Service Delivery- Software Development Lifecycle (SDLC) & DevOps- User Experience (UX), Enterprise UX, & Usability- Knowledge Management & Knowledge Centered Service (KCS)- Curriculum & Instructional Design- Enterprise Talent Development, Mentorship, & Coaching- Customer/User Communications & Public Speaking- Internal networking/relationship-building & breaking down silosMy technical management experience spans: - Tier 3 Engineering (macOS & Windows)- Mobile Device Support (Android, ChromeOS, & iOS)- Unique/specialty device setup & support, including Scientific/Laboratory/Medical, Library/Archive, Photography, Audio-Recording/Studio, & Virtual Reality (VR)- Audio/Visual (A/V) Conferencing Support- Cloud/SaaS/PaaS System Administration & Management- Identity and Access Management- Security Operation Center (SOC) & Vulnerability Management- Tier 2 Desktop Support (Linux, macOS, & Windows)- Tier 1 support for computers, printers & scanners, mobile devices, phones (including VoIP), audio-visual, network & servers, COTS software/applications, cloud/SaaS/PaaS, and information security/cybersecurityCoding Skills: HTML, CSS, JavaScript, & MySQL
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Service Desk Manager At National Institute Of Mental Health (Nimh)GrsiSpringfield, Va, Us -
Program Manager At The National Institute Of Mental Health (Nimh)Grsi Nov 2023 - PresentBethesda, Maryland, UsManage 20 person team for Desktop & Scientific Support, Property & Acquisitions Support, Business Intelligence & Reporting, and Executive Administration in four locations on a three-year $9M+ federal contract.Highlights:- Combined 5 knowledge repositories into a single ServiceNow Knowledge Base and implemented industry-standard management & quality control processes.- Project Manager migrating reports from Tableau to a new setup of Power BI.- Consulted and assisted in the development and presentation of strategic plans and roadmaps for multiple business teams.- Designed and launched “Walk-In” tech support in 3 locations.
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Service Desk Manager At The National Institute Of Mental Health (Nimh)Grsi Mar 2022 - Nov 2023Bethesda, Maryland, UsManaged 12+ Desktop & Scientific Support technicians across 3 locations.Highlights:- Ensured smooth contract transition during 3-month overlap, working with outgoing PM for joint efforts & warm transfer of knowledge, activities, & processes.- Evaluated the existing ITSM state, met with key VIPs, and presented client with recommended improvement plans and corrective actions to repair customer relationships.- Redesigned and relaunched Technology Refresh Program (hardware lifecycle).- Managed new workstation setup for customers after the completion of 2 building renovations.- Setup and delivered A/V conferencing training and user guides for newly renovated meeting rooms.- Addressed and resolved an inherited backlog of over 500 tickets. Reduced ticket load from 80-150 tickets/technician down to 15-40 tickets/technician.
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Senior Manager, Systems EngineeringNational Geographic Aug 2020 - Jan 2021Washington, Dc, UsManaged 6 direct reports (staff), cross departmental/functional teams, project teams, and vendors.Highlights:- Created the Vulnerability Management Framework.- Set up Google MDM for Android management.- Architected Airtable Enterprise to replace and improve unsupported rogue databases scattered across NGS, including federal grants and magazine assets.- Established an approved application portfolio & approval workflow. -
Manager, It ServicesNational Geographic Jan 2016 - Aug 2020Washington, Dc, UsManaged 9 direct reports (staff members, contractors, and interns), cross departmental/functional teams, project teams, and vendors.Acting Financial Administrator: Handled all technology purchases for NGS and provided quarterly spend estimates. Initiated financial tracking to add business continuity and improve responsible spending.Highlights:- Created NGS’s pandemic telework model.- Improved onboarding processes to ensure “Day 1” productivity.- Designed the technical support model for a new conference center.- Seized opportunities to establish business relationships, eliminate shadow IT, assimilate technology purchases & support, and/or digitally transform/improve all formerly rogue departments with specialty needs.- Coordinated bidirectional employee access to external partner resources, including connected Okta authentication, intranets, ServiceNow catalogs, Google/Microsoft calendars, Slack channels, and customer service handoffs.- Performed requirements gathering & analysis for the new campus tenant management office.- Pushed JAMF Enterprise Connect to all Mac computers to eliminate AD-bound password sync problems & reduce Mac tickets by 50%.- Initiated consistently scheduled health checks & upgrades for system admin tools, such as JAMF, Kace, Active Directory, Okta, & ServiceNow.- Upgraded all HQ main printers; configured new printer server and ServiceNow to automate ticket creation for paper jams or low paper/toner; set up secure printing for mobile and guest print jobs.- Redesigned and rebranded the ServiceNow self-service portal to decrease confusion and eliminate customer pain points. Self-service adoption increased, becoming the primary channel for first contact.- Architected Workday change workflow to bring reluctant stakeholders into the change management process.
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Lead Help Desk SpecialistNational Geographic Oct 2013 - Jan 2016Washington, Dc, UsTeam lead of 5 staff members and contractors.Also ticket sysadmin (Kace and ServiceNow), Knowledge Manager, and Reports Manager.Highlighted Achievements:- Initiated, executed, & analyzed customer surveys, interviews, & focus groups.- Created the department’s first blog for customers.
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Senior Help Desk AnalystNational Geographic Nov 2007 - Oct 2013Washington, Dc, UsTeam lead of 4 staff members and contractors.Also a mobile device technician and sysadmin (Lotus Notes, MS Exchange, Google for Business, & JAMF).Highlight: Proposed, developed, and executed technology training classes, including NGS’s first online class.
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Help Desk SpecialistNational Geographic Aug 2005 - Nov 2007Washington, Dc, UsHighlight: Identified a need & constructed the department’s first knowledge base, job aids, standard operating procedures (SOPs), network server maps, & written policies. Reduced Help Desk training time in half, raised service level from tier 0 to tier 1.5, increased first contact resolution, and repaired Help Desk relationships with both customers & escalation teams.
Leah Davis, Pmp And Itil V.4 Certified Skills
Leah Davis, Pmp And Itil V.4 Certified Education Details
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Vanderbilt UniversityPolitical Science -
Academy Of Art UniversityWeb Design & New Media
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University Of Maryland Baltimore CountySocial Statistics
Frequently Asked Questions about Leah Davis, Pmp And Itil V.4 Certified
What company does Leah Davis, Pmp And Itil V.4 Certified work for?
Leah Davis, Pmp And Itil V.4 Certified works for Grsi
What is Leah Davis, Pmp And Itil V.4 Certified's role at the current company?
Leah Davis, Pmp And Itil V.4 Certified's current role is Service Desk Manager at National Institute of Mental Health (NIMH).
What is Leah Davis, Pmp And Itil V.4 Certified's email address?
Leah Davis, Pmp And Itil V.4 Certified's email address is ld****@****hic.com
What is Leah Davis, Pmp And Itil V.4 Certified's direct phone number?
Leah Davis, Pmp And Itil V.4 Certified's direct phone number is (202) 857*****
What schools did Leah Davis, Pmp And Itil V.4 Certified attend?
Leah Davis, Pmp And Itil V.4 Certified attended Vanderbilt University, Academy Of Art University, University Of Maryland Baltimore County.
What are some of Leah Davis, Pmp And Itil V.4 Certified's interests?
Leah Davis, Pmp And Itil V.4 Certified has interest in Writing, Technology, Calligraphy, Reading, Clarinet, Proofreading, Digital Photography, Health, Children, Education.
What skills is Leah Davis, Pmp And Itil V.4 Certified known for?
Leah Davis, Pmp And Itil V.4 Certified has skills like Os X, Photography, Css, Microsoft Office, Troubleshooting, Social Media, Social Networking, Editing, Photoshop, Adobe Creative Suite, Web Development, Mac.
Who are Leah Davis, Pmp And Itil V.4 Certified's colleagues?
Leah Davis, Pmp And Itil V.4 Certified's colleagues are Scott Tate, Farrell Peterson, Jethro Julien, Theresa Gaskin, James Welshon, Lizette Chacón, Fabricio Henriques Pinto.
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