Samuel Porter Email & Phone Number

Washington, Dc, Us

Champion strategic initiatives related to research technology systems and services. Lead a team responsible for delivering a wide variety of customer-facing research technology solutions. Design secure and compliant technology systems and services that help fulfill the research mission of the university.

-Oversight and responsibility for operations of enterprise Service Desk providing multi-channel support for all organizational IT systems.-Customer focused approach to service delivery and support.-Responsible for knowledge management, support resources, training, and community engagement activities.-Leads Service Desk staff by setting strategic direction, and recruiting, training and coaching employees.-Performs business process analysis to improve operations and customer… Show more -Oversight and responsibility for operations of enterprise Service Desk providing multi-channel support for all organizational IT systems.-Customer focused approach to service delivery and support.-Responsible for knowledge management, support resources, training, and community engagement activities.-Leads Service Desk staff by setting strategic direction, and recruiting, training and coaching employees.-Performs business process analysis to improve operations and customer experiences.-Applies best practices (ITIL, etc.) to drive service management maturity.-Meets annual budget goals and ensures cost effectiveness.-Manages outage notifications and major incidents (problems). Show less

Manage operations of campus IT Service Desk Call Center serving 50,000+ user base -Accountable for quality assurance and effective solution delivery during 90,000+ annual customer interactions resolving 85% of incidents in one day or less. -Align work culture, foster staff development, and supervise the creation of internal resources and training materials to facilitate large (50+) part-time workforce. -Analyze key performance indicators, adjusting priorities and… Show more Manage operations of campus IT Service Desk Call Center serving 50,000+ user base -Accountable for quality assurance and effective solution delivery during 90,000+ annual customer interactions resolving 85% of incidents in one day or less. -Align work culture, foster staff development, and supervise the creation of internal resources and training materials to facilitate large (50+) part-time workforce. -Analyze key performance indicators, adjusting priorities and processes to support continuous improvement of incident and problem response. Show less

Diagnose, troubleshoot, and resolve diverse system, software and connectivity issues for a 50,000+ customer base.Design and drive quality assurance activities, creating a consistent customer experience.Hire, train, and supervise student employees at a Help Desk that receives 24,000 calls annually.Seek and follow through on process improvement opportunities.Test and prepare documentation for systems and services.

Master Of Public Policy, Public Sector Financial Management

Bachelor Of Arts (Ba), Economics