Danille Washington Email & Phone Number

United States

Mclean, VA

• Provide 24/7 support ensuring timely response time
• Manager on-going PC refresh for entire company ensuring timely coordination and setups processed according to prepared schedule
• Complete site visits for more than 50 locations to conduct failover testing, asset tracking and general onsite maintenance where applicable
• Conduct analyst reviews measuring skillset and customer service while providing real-time feedback and addressing any issues discovered
• Manage IT inventory to include procurement, equipment assignment and ensure database is updated
• Established review and notification for customer surveys incidents and requests to assist with continuous process improvementKey Accomplishments: Developed, managed and track SLA’s for service desk and Tiered support.

Washington D.C. Metro Area

• Manage, monitor and assess service desk operations for 14 direct support staff (Tier I, Tier II and Service Desk Manager)
• Manage, monitor and assess network operations for support engineers (Tier III)
• Provide on site administration to ensure assigned projects operate and finish within required time frame
• Provide necessary coordination and planning for contractor staff for special projects (i.e. Office Moves, PC Refresh, Mobile Refresh)
• Review and analyze call interactions
• Developed training plans, modules, curriculum and manuals for new hires and process improvement

Washington D.C. Metro Area

 Manage team of 38 to include 3 managers providing Tier I technical support to more than 4600 end-users Review escalated cases to identify training needs and knowledgebase updates and creation requirements Manage staffing schedule to ensure 364/24/7 coverage and reduction in overtime cost Coordinate and participate in liaison meetings with Application.

Silver Spring, MD

 Managed and oversaw daily operations of help desk professionals Provided hands-on management onsite and via remote technical support for reported issues received via phone, email, walk-ins Developed, implemented, tracked and analyzed metrics Managed and implemented work station maintenance for all IT assets Created and documented Standard Operation.

Washington D.C. Metro Area

• Track and analyze trends in Client Service requests and generate month statistical reports and metrics
• Manage the processing of incoming requests to the Client Services Center via telephone, email, web-services to ensure courteous, timely and effective resolution of end user issues
• Establish and enforce client service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Ensure Client Services team follows up timely to user request to exceed user expectations
• Follow-up with end users and management to ensure the satisfactory completion of submitted requests, recognizing that only the end user who opens submits a ticket can close it once the issue has been satisfactorily.
• Establish procedures and coordinate monthly billing, procurement and vendor management activities