Collaborate with IT Director on project planning, piloting, training, implementation, follow-up, and status reports. Configure and maintain ticketing systems like Zendesk to streamline IT requests made by staff across multiple channels, including phone, email, text, and web forms. Engage in cross-departmental and cross-program collaboration to meet requirements and establish service level agreements. Troubleshoot and resolve IT hardware & software issues and optimize helpdesk processes to boost productivity and customer service. Generate reports and metrics to support senior leadership with decision-making. Manage and mentor multiple team members including IT User Experience Technicians, IT User Experience Assistants, and interns. Maintain optimal inventory of hardware, software, and technological tools. Build strong professional relationships with end users, team members, and leadership.● Developed sophisticated standard operating procedure handbook for IT department and improved current knowledge base for ticketing system. ● Provided end-to-end infrastructure support for new acquisitions, modifications, and deployment of hardware and software. ● Created robust inspection systems to ensure reliability of IT equipment and workstations, maintenance oversight, repairs, and replacement of faulty equipment.● Strategically positioned and developed digital Reporting Signage for IT department.● Outlined project plan for 3-year hardware rollout and Windows 11 upgrade process.● Established and organized production scanning project for pending organization move.

The Supervisor of the Service Desk is responsible for the supervision and administration of the day to day operations and special projects within the Service Desk workgroup. The Supervisor will lead the team as a single point of contact for both internal and external customers for technical support issues. Reasonable initiative and independent judgment must be exercised in problem reporting and solution, and scheduling personnel and equipment within established guidelines to ensure timely output and integrity of data. This role serves as a subject matter expert (SME) and is accountable for ensuring quality customer service is delivered in the agreed upon timeframes within Service Level Agreements (SLAs). The supervisor will hold the responsibility of guiding the team toward the achievement of divisional goals through training and performance evaluation of the team as well as for individuals. This includes the responsibility of coaching, assessing, motivating, counseling, hiring and developing team members within the context of corporate policy. The position requires strong Supervisory skills, a deep commitment to end-user satisfaction and experience in driving process improvement. Delivery of these services and functions will span organizational boundaries throughout TOS and to all business areas, extending to include external customer service delivery. Substantial coordination and collaboration is required with all members of the TOS team responsible for technical delivery, as well as with Business Unit Customer Service areas in order to coordinate timely issue resolution and quality service delivery to our customers.

Support Responsibilities: Responsible for providing, support for all CareFirst systems and software utilized by the organization. Support is provided to internal Associates and Contractors, as well as Members, Providers, Employer Groups, and Brokers accessing their web based Portal. Responsibilities also include; supporting the CareFirst external callers and for access issues to the CareFirst Portals they use. Technical Support is for popular browsers (Internet Explorer, Firefox, Chrome, etc.) in support of the Portal based technology with some e-Commerce functionality, support is also required for PCs, Mainframe, Facets, Citrix, Active Directory, Remote user's, general network connectivity infrastructure issues, Internet Technologies and Internet Service Providers. Also skillful knowledge in oral communication to provide prompt service (high First Call Resolution) and a high degree of customer service/satisfaction.

Wall Street English, Baltimore, MDHelpdesk Manager, 02/2013 to 02/2014Management: Provide support for International Call Centers and Students. Initiated all communications to the field and business. Coordinated all teams to resolved trending issues and anomalies, developed strategies and plan implementations. Consult with business on plan of action. Maintain all call trees and on call schedules. Strategize all hardware rollouts and replenishments. Monitored all WSE countries and their performance activities. Interface with the business on innovative strategies and processes. Manage the support staff performance reviews, and career path.Disaster Recovery: Coordinate and Implement support plan for data, building, and life crisis. Provided escalation plan for core business activities during a crisis. Monitored staff ability to perform productively during a crisis. Lead all communication between the Technical Group and the Core Business.International Community: Develop and organize all Technical Notes to disseminate to the support teams. Provided problem resolution documentation along with best practices information. Disseminated all communication concerning system outages and enhancements. Maintain regularly scheduled meetings with the national and international field managersTroubleshooting Sector: Coordinated test environment for problematic issues. In the test lab, I direct all troubleshooting reproduction that is apparent in the field. Assisted the Development Team and the Support Group in finding root cause and problem resolution.

PHH Corporation, Sparks, MDInformation Technology Team Lead, 2004-2013Manager Technical Services, 2002-2004Information Technology Team Lead, 1999-2002Management: Protected vulnerable networks following detailed assessments. Guided cross-functional teams in the testing and implementation of secure, networked communications. Coordinated all hardware purchases and upgrades. Participated in planning and relocation to new facility. Developed deployment strategies. Maintained technical stats and employee performance reviews. Interfaced with the business on newly integrated processes.Helpdesk Recovery: Assisted with Active Directory rollout and monitored helpdesk calls and volumes. Dispatched technicians to heavily used areas and completed monthly stats. Developed strategies, monitored software and hardware upgrades as well as new system testing.Troubleshooting Sector: Assisted in troubleshooting and repairs. Diagnostic of DOS and Windows workstations. Configure applications and monitoring helpdesk call volumesFinancial Sector: Led business with the goal to phase out the outdated microfilm images and equipment to move business unit to digital scanning. Completed Project to implement and support new Sharp Multifunction devices to save on printing costs and ensure the adoption of the latest image scanning technologies.Upgrades: Modernized outdated information system, and led companywide training on crucial new policies, procedures and technologies. Infrastructure: Led comprehensive infrastructure upgrades and provided training for end user on new sharp copiers