Leah Davis, Pmp And Itil V.4 Certified Email & Phone Number

Springfield, Va, Us

Bethesda, Maryland, Us

Manage 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.

Bethesda, Maryland, Us

Managed 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.

Washington, Dc, Us

Managed 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.

Washington, Dc, Us

Managed 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.

Washington, Dc, Us

Team 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.

Washington, Dc, Us

Team 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.

Washington, Dc, Us

Highlight: 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.

B.A., Political Science

Mfa, Web Design & New Media

Economics, Social Statistics