Oversee the operations of the Service Desk and Regional Field Support; Document, train and implement Incident Management and Major Incident Management Processes; Implement procedures to support incident management such as aging ticket reviews and stale ticket review. Documented Taxonomy of services and Impact Matrix to support the deployment of a ticket priority matrix; Documented SLA, SLO and KPI’s for all services. Established standardized reporting for all services for adherence of SLA/SLO/KPI’s;

Responsible for the successful delivery of all day to day operations and projects for the entire Serco North America IT infrastructure; Responsible for 5-Million-dollar budget and 26 FTE’s; Managed the day to day operations of the Server, Network, Desktop and Service Desk teams; Re-energized engagement and staff morale through communications and process improvements. Restore staffing levels and proper skill alignment while reducing single point of failures; Installed core ITIL processes; Successfully planned and executed company headquarters move;

End User Services Manager for North America IT Operations reporting to the CIO; Responsible for the delivery of Service Desk and Field support for all of Serco-NA; Provide strategic direction, leadership, governance, demand and change management for all aspects of Information Technology Service Management (ITSM). Road Mapping Technology and service, Policy Development, New Business solutioning and delivery, Transition Management, Daily Operations, Budget, Workforce Management, SLA Management; Implemented ITSM practice based on ITIL best practices; Overall ownership and oversight of the ITSM environment and application escalations;

Responsible for the delivery and execution of IT services of 500+ infrastructure nodes and a 4000+ node VDI across 75+ hosts supported by 80 FTE’s and an annual budget of 50+ million; Met all SLA’s and Budgets; Accountable for the execution of core processes; project prioritization, oversight and delivery; Weekly customer presentation of past events and upcoming activates; Wrote, trained and implemented core ITIL processes; Designed and wrote Incident, Major Incident, Change, Problem, and Knowledge Management process; Designed and implemented KPI’s for entire IT Organization; Initiated metrics collection and report services; Reduced backlog; Created IT communication strategy and process; Created efficiencies through workflow redesign throughout the IT Organization;

Task Transition Manager for transition of the FDIC contract for CSC; Areas of responsibility included Desktop, Service Desk and Wireless support; Maintained project schedule; Managed budget and staffing; Lead POD & EOD meetings; Created discovery documentation that became company’s best practice; Negotiated SLA implantation; Competency center manager of the Desktop Field Services organization with 300+ individual contributors and 11 people managers; Accountable for all competency activates;Project manager for global Remedy 8.1 deployment and Operations Service Management work streams; Maintained project schedule; Managed staffing; Lead POD meetings;

ITIS End User Support Services Lead and SDMService Delivery Manager and End User Support Services Line of Service lead for the USAID contract for CSC; Managed the duties of a leveraged Messaging and Collaboration group, On-site Desktop Support Group, and the Service Desk; Collaborated with the other lines of service to accomplish goals, projects, and objectives; Purposed, negotiated, and executed a laptop refresh of 926 devices; Communicate regularly with clients and technical staff about client satisfaction issues, expectations, and project execution; Maintain client relationships and keep abreast of new technical needs through regular client meetings and contacts; Participated in Collaborative Work Teams and Service Restoration Teams to resolve issues, problems, and service outages; Responsible for the areas of: Desktop Support, Exchange, BES, Active Directory and Account Modification, Phones, Change Control, Patching and Software Distribution, Asset Management, Technical Refresh, Process and Procedure, SOE Development and Distribution, and Reporting for all above responsibilities

Solution Architect for asset and standard operating environment refresh of 23,500 laptops, desktops and tablets; Service Deployment Lead for the VDI POC for US AID; Deputy SDM with responsibility of implementing CSC core process and procedure for the transition of DODDS-E; Supervise multiple employees across several contracts; Supervisor of desktop move/refresh for US AID; Technical lead for evaluation of corporate SOE FDCC validation testing; Operations lead for virtual dynamic desktop proof of concept; implemented desktop support and service desk process and procedures as transition lead for internal support for TSA; Gathered and reported on metrics for all EUSS desktop support contracts; Worked with monitoring and messaging team to decide on messaging and collaboration tools; Gathered documentation for service transition portfolio; Assisted team with project plan design for new monitoring opportunities

Line of Service lead for End User Support Services on the Millennium Challenge Corporation contract for CSC; Managed the duties of a leveraged Messaging and Collaboration group, On-site Desktop Support Group, and the Service Desk; Collaborated with the other lines of service to accomplish goals, projects, and objectives; Participated in Collaborative Work Teams and Service Restoration Teams to resolve issues, problems, and service outages; Responsible for the areas of: Desktop Support, Exchange, BES, Active Directory and Account Modification, Phones, Change Control, Patching and Software Distribution, Asset Management, Technical Refresh, Process and Procedure, SOE Development and Distribution, and Reporting for all above responsibilities

Backup for team lead; Backup to asset manager; Executive desktop support; 24/7 Executive support; Blackberry(BES) support for 200+ users; Assisted in the planning and implementation of asset management system; Wall-to-wall asset inventory; On-call 24/7 support; Assisted in network changes and troubleshooting; Conducted Vista testing; PointSEC deployment; Covered other technicians responsibilities as needed; Image creator and up-keep

Supported tickets throughout their full life cycle; Help desk support Dept. of Education; Trained Dept. of Education technicians on the ticketing system; Assistant System Administrator for CA Unicenter; System Administrator for the National Weather Wire Service under; Lead help desk analyst for the National Weather Wire Service; Trained analyst on National Weather Wire Service procedures; Facilitated the satellite communication for the National Weather Wire Service; System Backup Administrator for PACTS-AOUSC contract; Troubleshooted problems for various software