Nathan Skipper Iv Email & Phone Number

Washington, Dc, Us

Columbia, Maryland, United States

Built and implemented a new call center, telephonic solution, ITSM solution, and knowledge management solution to support 2,500 customers.Evaluated and selected a Voice over Internet Protocol (VoIP) Automatic Call Distribution (ACD) phone solution to support the call center, developed call trees, recorded automated messages, defined call queues, and scheduled metrics reports.Configured a Jira Service Desk Next Gen Information Technology Service Management (ITSM) project with multiple ticket workflows, customer facing portal, Jira automations, service level agreements (SLAs), customer satisfaction surveys, metrics reports, and dashboards.Designed additional metrics reports in eazyBI for bi-weekly and monthly reporting.Wrote Standard Operating Procedures (SOPs), documentation, and communication templates for use by agents.Manages a team of 2 Tier 1 and Tier 2 call center agents handling all tickets received via phone, email, chat, or portal.Coordinates with leadership, development, security, training, and communications teams to ensure timely information sharing, program execution, and customer support.Performs risk and problem management to identify, monitor, document, and close out risks and problems, including root cause analysis and after-action report documentation.Follows up with each customer on any negative customer surveys, identifies improvement opportunities, and implements changes as appropriate.Authors regular reports for government leadership including work performed, metrics, risks, project financials, and additional information as requested.Responsible for hiring, management, yearly reviews, and performance of agents.Coaches agents on job and career development, growth opportunities, and personal success.The service desk maintained a 98.9% initial response and a 97.4% resolved SLA success rate over a 12-month period.The service desk received an average of 4.5 out of 5 through customer feedback surveys over a 12-month period.

Bethesda, Md

Assigned to CIT at NIH.Managed a team of 16 desktop support technicians across four locations, including a technical lead, with a throughput of 800-1000 tickets per month. Team management includes all desktop support and help desk functions, audio/video support, and desktop related project planning and implementation.Responsible for all people management activities including interviewing, hiring, terminating, yearly and periodic reviews, merit increases, mentorship, and career guidance.Coordinated with government and contract leadership, and customers to ensure excellent deskside support. Positive customer feedback is communicated to the entire department to praise great work. Issues are reported in a timely manner to leadership for awareness or escalation. Customer ticket surveys with low scores or comments are individually addressed to correct issues or identify training and documentation needs. Identified training and/or documentation is created and implemented quickly to reduce or eliminate repeat issues.Provided custom reports in ServiceNow for leadership to ensure contract compliance, metrics reporting, and customer satisfaction. Regular reporting includes monthly open/closed tickets; aged tickets for >5 days, 6 to 15 days, and >15 days; average ticket resolution time; customer satisfaction survey results (daily and monthly reports); and other reporting as needed or as tasked. Performs additional reporting in Power BI for more complex customer satisfaction survey result reporting and data analysis.Facilitated team functionality and effectiveness by creating ServiceNow templates for common tasks and repeated work. Takes a whole system approach to ServiceNow by improving ticket queue structure, SLA reporting, and cross queue support.Administered a portfolio of CIT services for seven external institutes and centers by holding weekly tag-up meetings; notifying customers of patch deployment or other IT news; and discussing support needs.

Bethesda, Md

Assigned to NHGRI at NIH.Oversees a team of 11 Desktop Support Technicians serving the NHGRI community. Team management includes all desktop support and help desk functions, audio/video support, and desktop related project planning and implementation.Writes contract deliverables, technical documentation, knowledge base articles, and communications for Desktop team initiatives, leadership, technicians, and customers.Trains Desktop team and individual technicians on various aspects of desktop support.Coordinates with government leadership, contract leadership, and customers to ensure excellent desk-side support. Positive customer feedback is communicated to the entire department to praise great work. Issues are reported in a timely manner to contract and government leadership for awareness or escalation. Identified training and/or documentation is created and implemented quickly to reduce or eliminate repeat issues. Provides custom reports in Service Now for leadership to ensure contract compliance, metrics reporting, and customer satisfaction.Reduced average ticket resolution time from six days to three days over a 12-month period. Reduced the average total number of tickets in the Desktop Support queue from 174 to 74 over a 12-month period (a decrease of 57%). Reduced the average number of aged tickets (tickets older than 5 days) from 110 to 59 (a decrease of 46%) over a 12-month period.Regularly coordinates with other NHGRI and NIH IT support teams including the Endpoint, Windows Server, Accounts, and Security teams. Member of various NIH working groups that meet on a monthly schedule including: Windows 10, Macintosh Admins, MobileIron, and Office 365 groups.Developed and implemented many desktop team improvements in areas such as queue management, metrics reporting and transparency, ticket review meetings, and weekly team meetings. Responsible for interviewing, hiring, reviewing, and terminating employees.

Bethesda, Md

Assigned to NHGRI at NIH.Provides true dual platform, Mac OS X and Windows, support to an institute of 600+ customers. Established a lead position for documentation while updating the internal wiki and ghost-writing for management. Took the lead on queue management to provide team coordination and faster customer response times. Mentors and trains new desktop technicians to ensure strong role specific knowledge and customer satisfaction.

Bethesda, Md

Assigned to NHGRI at NIH.Provides true dual platform, Mac OS X and Windows, support to an institute of 600+ customers. Established a lead position for documentation while updating the internal wiki and ghost-writing for management. Took the lead on queue management to provide team coordination and faster customer response times. Mentors and trains new desktop technicians to ensure strong role specific knowledge and customer satisfaction.

Bethesda, Md

Assigned to NHGRI at NIH.Provides true dual platform, Mac OS X and Windows, support to an institute of 600+ customers. Established a lead position for documentation while updating the internal wiki and ghost-writing for management. Took the lead on queue management to provide team coordination and faster customer response times. Mentors and trains new desktop technicians to ensure strong role specific knowledge and customer satisfaction.

Bethesda, Md

Assigned to NHGRI at NIH.Provides true dual platform, Mac OS X and Windows, support to an institute of 600+ customers. Established a lead position for documentation while updating the internal wiki and ghost-writing for management. Took the lead on queue management to provide team coordination and faster customer response times. Mentors and trains new desktop technicians to ensure strong role specific knowledge and customer satisfaction.

Bethesda, Md

Assigned to NIAID at NIH. Tasked with customer desktop support and LAN administration, personally handling 150-200 tickets a month. Duties require often coordinating with many external and internal teams for server, network, and security issues. Work the extra mile to address rare or difficult issues, often going above and beyond for anyone who needs help.

Gaithersburg, Md

Oversee a team of 4 other technicians performing on site, in house, and phone support. Highly independent field technician tasked with supporting a wide variety of hardware and software configurations. Worked swiftly and efficiently to maximize job tasks while providing top level customer service. Created support images for service diagnostic drives and managed server based diagnostic tools. Performed hardware repair and software troubleshooting for government, businesses, home users, and retail service.

Highly independent field technician tasked with supporting a wide variety of hardware and software configurations in a multiplicity of environs. Performed hardware repair and software troubleshooting for government contracts, business clients, home users, and retail service on Macs and PCs. Worked swiftly and efficiently to maximize job tasks while providing top level customer service.

Assigned to NIAID at NIH.Assistant Building Lead on a team of five serving over 600 customers in a heterogeneous Mac and PC environment. Tasked with LAN administration and customer desktop support with a throughput of 300 tickets a month. Held the additional role of Mac Specialist for the building.

Provided on site computer support and customer service to 800 students in two residence halls. Conducted educational presentations on a wide variety of computer topics. Promoted to Head Resident Computer Consultant and supervised two other Resident Computer Consultants.