Sandy Webb Email and Phone Number

Using Information Technology Infrastructure Library (ITIL) best-practices I focus on helping clients improve and maintain the efficiency, reliability, cost-effectiveness, and security of their IT systems, networks, and applications. By using a distributed organizational structure, a comprehensive management plan, effective cost team approach to the management plan ensures I can identify, integrate, and properly staff all program activities so that program objectives are achieved within cost and schedule constraints., Provide operations, mainte¬nance, and support services for the National Institute of Mental Health (NIMH)’s IT Services ensuring high-quality IT services to the federal government clients on schedule and within budget. I manage this program in partner¬ship with NIMH to achieve continuity of support and the rapid realization of innovations.

Provide guidance/coaching to Level I and II Service Desk Agents for ONENET (OCONUS Navy Enterprise Network) for the TNOSC (Theater Network Operations Security Center) in Naples, Italy. Using industry best practices and ITIL framework, I was responsible for continuous monitoring of calls, customer wait time, and resolution time. Utilized Continual Service Improvement methodologies to measure performance gains and to recommend new improvements over the implementation of those enhancements following them through to completion