I bring more than a decade of professional experience in the IT service industry showing a proven record of customer satisfaction utilizing both my managerial and technical skills to achieve your mission.
PCAOB (Public Company Accounting Oversight Board)
June 2013 – Present
Senior Manager, Service Desk
Managing a diverse team of nine Service Desk Technicians stationed at six main offices throughout the United States, serving an internal user base of 900
Implementing ITIL as our methodology and best practice.
Implementing Knowledge Centered Management (KCS) as our roadmap for success
My entire team will be ITIL Foundations certified by the end of this year.
Instituted a Managed Print Service that will save over $3000 per month in toner alone
Added iPhones to the existing Blackberry offering for a huge win with end users and no extra cost to ITS
Began iPad support for senior levels
Brought in tablets as a service add for frequent travelers with light computer needs
Started a Service Catalog
Reworked Remedy to follow the “Taxonomy” approach adding structure and enabling me to gather accurate data and provide metrics showing our value
As the many issues of the Service Desk have been solved, rather than build upon the successes, I have been made to cut back in order to free up resources for other ITS teams. Keeping morale up as my team shrinks and fears for their jobs has become one of my main focus points as 2014 comes to a close
Dell Systems Federal Government
September 2011– June 2013
Enterprise Service Desk Manager
Hired in advance of the contract start date in order to construct the team and create the Operating Manuals and policies of what has become the NRC Enterprise Service Desk. My teams went live in January of 2012 and were operating well above expectations, consistently exceeding all of the 30+ SLA’s that impact the areas under my charge.
I was responsible for the long term operation of a multi-teamed Enterprise Service Desk that consists of;
Fourteen person Call Center supporting 4000 in-house and remote users telephonically fifteen hours per day, seven days per week
Nineteen person Desktop Support team supporting the NRC headquarters and surrounding satellite locations
Five person Wireless Telecom team supporting all Blackberry’s, broadband cards and cell phones for all local and regional NRC offices
The focus of change on this contract is to be ITIL compliant from the start and all of my processes have been designed with this in mind.
Work closely with other teams to ensure our baseline images are properly updated, tested and documented after every patch cycle.
Work with the Change Control Board as needed for requests that fall outside the Technical Reference Model of approved changes. Collect information, determine suitability of existing products/services and create a Request for Change if needed.
We deployed Remedy 7.1 as the tool for Service Desk and Asset Management. I worked closely with the Remedy team to design the reports, workflows and templates I needed to show compliance with ITIL v3, gauge SLA successes, improve processes and track change.
We averaged 4000 tickets per month using BMC Service Desk Express (Magic) as our ticketing and reporting system.
Some of the projects I was involved in include scheduling and planning to accommodate a three year computer refresh cycle with a set goal of 100 computers replaced per week, the rollout of Windows 7 to replace Windows XP across the entire environment, the grand opening of a new office space and the relocation of hundreds of users from existing satellite spaces, testing and configuration of a new ACD system for my call center, selection of a 3rd party vendor to provide managed print services and printer break/fix, enabling Wi-Fi capabilities on existing mobile devices, root cause analysis to identify a long standing 10% patch failure rate and creating a template of my Q/A processes for use by the other teams within ITS.
Social & Scientific Systems Inc.
June 2009– September 2011
IT Service Desk Manager
Managed the Service Desk staff for the corporate office and several remote offices in Maryland, Africa and Asia
Determining proper staffing levels, positions and pay rates as well as hiring and training the best people for the job earned my team the lowest turnover and best moral in the ITS department.
Project Manager for many enterprise level projects including a Windows 7 migration, Microsoft Office upgrade from 2003 to 2010, a managed printing initiative and an IE6 to IE8 upgrade.
Utilizing the Altiris ticketing system, I managed the IT, Audio/Visual and telephonic needs of 400+ in-house and 100 remote users.
Responsible for inventory management of hardware, software, licenses and contract renewals.
Setup a four year replacement cycle for desktops that staggered 1/4 of the computer upgrades each year. I standardized equipment and created an approved hardware list that allowed users the flexibility they needed and gave ITS a standardized platform. This project reduced training on both ends, cut down on image maintenance and reduced inventory of consumables (toner) and parts stock.
Worked with end users to determine the best fit for replacement equipment that reached end of life while keeping within the approved hardware list kept me in touch with decision makers and gave them a feeling of ownership and buy-in.
Prepared monthly service reports that detailed the activities of the department. Created automated reports for commonly requested items such as ticket counts, workload and SLA violations.
Redesigned existing Altiris installation to more closely follow the ITIL model and also streamlined many process flows and bloated CTI’s that hindered proper incident reporting.
The goal of my efforts were to apply the ITIL methodologies and other industry standard policies and practices at this location in order to take us to the next level of CSM and keep us there.
Planed and conducted basic technology training as needed for end-users via brown bag meetings and presentations.
BAE Systems Inc.
August 2007– January 2009
IT Site Services Manager
Managed the Dulles International Airport (Metropolitan Washington Airport Authority) IT infrastructure for the BAE Systems Inc. contract.
Served over 900 users in multiple locations using more than 1000 PCs and 400 printers across the 11,000 acre Dulles airport.
Performed a secondary role as facilities manager for the 27 person IT department. This office space included the basement of a large office building and two remote offices within the airport. Worked with building facilities and contractors as needed to repair, clean, reconfigure and secure the spaces. I was also provided five vehicles that had to be cleaned, maintained, fueled and ready for daily use.
Actively participated in firm wide technology improvement projects according to agreed budgets and schedules (Virus/Spam Initiatives; Help Desk tools etc.)
Performed technology needs analysis including new product testing, quality assurance, hardware testing and documentation.
99% positive return on service provided. Various methods such as report cards and returned surveys were used to gauge my areas effectiveness.
Prepared weekly, monthly and yearend service reports that detail the activities of the department.
Managed the Remedy queue. Created reports to track trends for senior management. Reports confirm contractual requirement of SLA type agreements (SLA’s were not used, but we still had goals).
Managed projects according to agreed upon budgets and schedules.
Assisted in the management of Active Directory user and computer account maintenance.
Managed the Microsoft Systems Center Configuration Manager for both the IAD and DCA sites. With this tool I maintained our patch level and security baseline, packaged and pushed software titles, verified inventory and configured and published reports.
Manager, Desktop Support
March 2000– August 2007
Managed a team of 8 Desktop Support Technicians.
Supported 600 in-house and 40 remote users in a Microsoft based shop using Dell systems.
Monitored and managed the Remedy queue of the entire IT department.
Assisted in the troubleshooting of difficult / time critical issues.
Maintained adequate hardware to support current and near future needs within departments.
Create a manual of operations for the Desktop Support team.
Designed after-hours/on-call support policy/procedures.
Managed vender selection and cost control for computer equipment.
Assisted in the creation of a BCP plan and managed the testing for Desktop Supports functions.
Senior Staff, Desktop Support
Assisted in managing a staff of technicians supporting 400 in-house and 40 remote users using Win9x/NT/2000 and XP Dell and IBM desktops and laptops in a multiple VLAN environment.
3rd tier technical analyst.
Instructed users in the proper use of .PST files to better manage the volume of mail received and allowed.
Assisted in backup of all site servers using NetBackup.
Saved $15,000 annually by getting Dell Certified (DCSE) on all current Dell systems and taking the repair/replacement of all Dell systems in-house.
Managed integration of Windows XP into our environment.
Packaged software using the Wise installer tool.
Desktop Support Technician
2nd tier technical analyst.
Migrated from Win9x/NT desktops to Windows 2000.
Used the company standard Windows 2000 core image build and adapted it to local needs.
Administered Support Magic and Support Magic Mail servers.
Troubleshot network problems and configured network settings at the desktop level.
Inventoried setup and deployed all new and recycled computer equipment.
University of Maryland
HDI Support Center Manager
ITIL Foundations v. 2 Course
ITIL Foundations v. 3 Course
Knowledge Management Foundations: KCS Principles Certification Training Course
Knowledge Centered Support Fundamentals
Planning, Deploying and Managing Microsoft Systems Center Configuration Manager 2007 course
Global Knowledge Certificate
Implementing and Supporting Microsoft Windows XP Professional course (MS 2272)
New Horizons Certificate
Customer Interaction Seminar
E*Trade Bank. Certificate
Basic and Intermediate Crystal Reports 7 Courses
New Horizons. Certificates
Management Training Course
Preventing Workplace Harassment (Supervisor Edition)
Business Ethics Training
Ethics Awareness and Decision Making Course
Dell DOSD certifications (all product lines)