Provide Enterprise Shared Services program oversight as needed to include interface with customer and Business Management to include: scheduling, status reporting, and meeting coordination, expenditure tracking and reporting.

Establish Delivery Processes by streamlining processes and procedures to ensure optimal user experience Oversaw employees in different stages of the delivery process. Held all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.Evaluate customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, would conduct additional… Show more Establish Delivery Processes by streamlining processes and procedures to ensure optimal user experience Oversaw employees in different stages of the delivery process. Held all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.Evaluate customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, would conduct additional research.Create Cost-Effective Systems by finding ways to reduce costs without affecting the overall customer experience.Build Partnerships by liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise. Show less

Establish Delivery Processes by streamlining processes and procedures to ensure optimal user experience Oversaw employees in different stages of the delivery process. Held all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.Evaluate customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, would conduct additional… Show more Establish Delivery Processes by streamlining processes and procedures to ensure optimal user experience Oversaw employees in different stages of the delivery process. Held all service departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.Evaluate customer’s experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, would conduct additional research.Create Cost-Effective Systems by finding ways to reduce costs without affecting the overall customer experience.Build Partnerships by liaising with team leaders to determine services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise. Show less

Initiate and lead Business Critical Incident Management calls, gathering required resources to remediate the issue as quickly as possible.Provide business impact updates to stakeholders and leadership as required (in verbal and written form).Prepare customer facing communications for status updates and incident reports.Capture Incident details and update all necessary tools and documents.Provide required notifications and updates on all Business Critical Incidents within… Show more Initiate and lead Business Critical Incident Management calls, gathering required resources to remediate the issue as quickly as possible.Provide business impact updates to stakeholders and leadership as required (in verbal and written form).Prepare customer facing communications for status updates and incident reports.Capture Incident details and update all necessary tools and documents.Provide required notifications and updates on all Business Critical Incidents within established service levels.Participate in Post Mortem meetings and work with Problem and Change Managers to drive technical teams to define root cause.Coordinate with support leaders and technical experts to ensure swift resolution of Business Critical Incidents.Ensure that Incident Management KPIs are recorded and their targets metEnsure that the detection, initial diagnosis and prioritization of all incidents is effectively and consistently applied.In cooperation with Problem and or Change Managers, conduct post incident analysis and ensure accurate root cause of incidents is captured and appropriate preventive actions are identified and tracked.Make recommendations for service process improvement planDesign and continually improve processes and metrics.Work closely with Change Management leaders on major incidents to correlate them to requested changes. Show less

Managed the help desk team and evaluate performance. Ensured customer service is timely and accurate on a daily basis. Recruit, train and support help desk representatives and technicians. Set specific customer service standards.

Managed the help desk team and evaluate performance. Ensured customer service is timely and accurate on a daily basis. Recruit, train and support help desk representatives and technicians. Set specific customer service standards.

Responsible for the maintenance, configuration, and reliable operation of computer systems and servers for external State, Local, Federal, and Commercial clients.