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 (FCR, Time to Respond, Time to Escalate, Average Speed to Answer); Successfully planned, implemented and administer ServiceNow

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• Regularly review cases interactions and provide side-by-side coaching as needed• Participate in liaison support meetings to review escalated cases• Prepare weekly status reports of accomplishments, goals and action items• Contribute with building Tier I, Tier II knowledgebase• Prepare investigations and remediation plans for all customer concerns receivedKey Accomplishments: Successfully assisted with coordination and implementation of ServiceNow Requirements. Successful implementation of Automated Call Distribution system. Significant contributor by way of workflow outlines for the success of implementing Change Control Board.

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 Owners in an effort to increase ‘First-Call Resolution’ Oversee staff and case reviews multiple IT projects (Win7 upgrade; Office 365 migration; Mobile Device migration) Provide side-by-side coaching and training for analysts Update and coordinate publication of knowledgebase articles Developed training plans, modules, curriculum and manuals Maintain direct supervision of staff between two sites (DC and Pennsylvania) Conduct weekly meetings with senior staff (Senior Analysts, Team Leads, Assistant HD Manager) Regularly review Call Center Anywhere stats to ensure adequate phone coverage Manage notification process related to Multi-user incidents Serve as rotating on-call support manager Participate and contribute input for bi-monthly Change Advisory Board meetings Review and analyze call data to identify specific trending and training needs  Prepare monthly forecast / headcounts / highlights / goals / accomplishments Participate in quarterly reviews with ClientKey Accomplishments: Successfully reduced response time for our Mission and Loaner Services by creating an automated online reminder notification for end-users. Improved customer satisfaction 6%.

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 Procedures Identified and recommended implementation of user profiles for each department as it relates to standard workstation images Developed end-user self-help documentation of top 10 issues reported to the help desk Administered and monitored call tracking database (TRACK-IT) of all reported requests for service.  Ensured customers were informed of status of their reported issue(s) Periodically surveyed the end-user community to help further improve services and identify training needsKey Accomplishments: Publish standard operating procedures; created and distributed customer survey; customized and conducted training sessions for Office 2010Environment: Windows XP; Windows 7; Office 2003; Office 2010; Exchange 2010; Active Directory

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 addressed• Establish procedures and coordinate monthly billing, procurement and vendor management activities• Coordinate and perform hands-on troubleshooting at the desktop level, including but not limited to installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications as necessary• Monitor problem resolutions and oversee test fixes to ensure problems have been adequately resolved• Analyze performance of Client Service activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and proactively address future problems• Identify, recommend, develop and implement end-user training programs to increase computer literacy and self-sufficiency• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Client Services/Help Desk issues, trends and technologiesKey Accomplishments: Implemented inventory management process for IT equipment, Developed and posted FAQEnvironment: Windows XP; Outlook 2003; Active Directory