Manager Management
Resume:
Laurie Vicente
Email: abpo7u@r.postjobfree.com
Address: **** ******** ****, #***
City: Arlington
State: VA
Zip: 22204
Country: USA
Phone: 571-***-****
Skill Level: Management
Salary Range: $115,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Laurie R. Vicente
4301 Columbia Pike, Apt 335
Arlington, VA 22204
abpo7u@r.postjobfree.com
HIGHLIGHTS OF QUALIFICATIONS
Over 25 years of experience in Information Technology with 20 years of successful technical computer support including defining and managing successful computer support teams for Federal and commercial customers. Proven effective management style with solid technical skills and a dedication to delivering exceptional customer service. Confident, self motivated and results driven. Extensive experience analyzing existing operations and implementing processes and procedures based on best practices to improve productivity and efficiency.
CERTIFICATION
* ITIL v2 Foundation - 5/08, ITIL v3 Foundation - 2/09, ITIL Practitioner Supt & Restore - 3/09.
* CLS - Lotus Notes Administration
EDUCATION AND TRAINING
* ITIL v2 Foundation, ITIL v3 Foundation, ITIL Practitioner Support and Restore
* Computer Associates, Inc. - Unicenter ServicePlus Service Desk: Implementation
* Computer Associates, inc. - Unicenter ServicePlus Service Desk: Administration
* AMA - Improving Your Project Management Skills
* Lotus Notes System Administration I & II
* Lotus Notes Application Development I & II
* Motivational Leadership
* Managing Difficult Conversations
* BAE Program Management Training Series
SUMMARY OF SKILLS
Hardware: IBM Compatible PCs and Laptops, Macintosh, Cisco routers, hubs, patch panels, 110 Telephone panel, Toshiba DK280 telephone system, Shiva gateway/mail router, Picturetel video conferencing equipment, Blackberry
Operating Systems/Network clients: Windows 95, 98, 2000, XP and 7, NT 3.51 & 4.0 (client & server), Novell 3.x, 4.x, Windows 3.11
Software: Remedy, Visio, Active Directory, Sharepoint, LiveLink, Unicenter, Lotus Notes 4.5 and 5.0.x (client & server), cc:Mail, Exchange, Outlook, Word, Excel, PowerPoint, MS Project, Access, WordPerfect, Lotus 1-2-3, Harvard Graphics, DOS, NetWizard, Citrix, RAS, Oracle, c.support
PROFESSIONAL EXPERIENCE
October 2011 - Present, BAE Systems Information Technology, Service Desk Manager - US Dept of Treasury
Manage team of 15-17 service desk technicians supporting the US Dept. of Treasury as well as the Consumer Financial Protection Bureau (CFPB). Enforce Service Desk service levels agreements that establish problem resolution expectations and timeframes. Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Monitor and test fixes to ensure problems have been adequately resolved. Perform post-resolution follow-ups to help requests. Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations. Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users. Oversee the development, implementation, and administration of Service Desk staff training procedures and policies. Train, coach, and mentor Service Desk Technicians and other junior staff. Assist in development of reporting to end-users.
December 2009 - October 2011, BAE Systems Information Technology, Lead Quality Assurance Analyst - US Dept of Treasury
Work closely with the Management Team to continually monitor and manage performance against service level agreements (SLA) as well as a continuous performance improvement program on the U.S. Department of Treasury Information Technology (IT) Infrastructure Management Services (IMS) Contract. The Performance Assurance (PA) Team acts as an independent organization for the escalation of problems, reporting disincentives, and providing feedback from customer surveys. We are responsible for relaying information on performance and quality of products and services to the customer through a management information portal dashboard as well as scheduled operational meetings. I have overall responsibility for ensuring all contract deliverables are delivered on time, including a Weekly Operations Report for which I have the responsibility for development and delivery. In addition, I coordinate the development and delivery of the monthly Program Management Report and the quarterly Self Assessment Report that contain the results of analyzed data gathered for that period from metrics. In addition, I am currently documenting and creating Visio drawings for all of our Purchasing and Asset Management processes.
August 2009 - December 2009, BAE System Information Technology, Project Management/ Technical Writing - Metropolitan Washington Airport Authority (MWAA)
Assisted the Authority with bringing more projects to closure as well as identifying new projects in a timely manner, providing project management and technical writing support to the MWAA contract. Assisted the Deputy Program Manager with determining requirements and writing SOWs for various projects, including FDCC Compliance, Agent Cashier Replacement, Material Safety Data Sheet System Replacement, and Rental Car Kiosk. Provided research and findings for these requirements as well as setting up demonstrations for various products. Provided deliverable schedules for current projects as well as assisting with any other project management tasks as assigned.
April 2009 - July 2009, BAE Systems Information Technology, Project Management/Sr. Engineer - National Gallery of Art
Assisted the Gallery with their initiative to meet FDCC Compliance by providing project management support to completion of an on-time and on-budget project. Developed project management plan and project schedule, analyzed compliance of the Gallery`s policies and images with the FDCC settings. Reviewed the Gallery`s criteria for selection of machines to be brought into FDCC compliance. Assessed the impacts of revising the Gallery settings to meet the FDCC recommendations and documented these findings, recommended revised Gallery settings, including compensating controls in cases where the Gallery would remain non-conformant and giving rationales for any deviations, overseeing the transition from the current security policies to FDCC-consistent policies, and outlining a periodic process for internal review and audit of Gallery configurations to assure consistency with the FDCC recommendations.
April 2006 - March 2009, BAE Systems Information Technology, E-Authentication Service Desk Manager/Node Manager - GSA
Liaison for the E-Authentication (Identity Management) PMO, relying parties (RP) and credential service providers (CSP). Ensured a stable environment, maintained coordination and management control of all Federal requirements. Maintained Configuration Management matrix of all connected CSPs and RPs within the Federation. Facilitated the tracking and coordination of all tasks associated with Federation membership through the System Development Life Cycle. Collect, verify and maintain member metadata, escalation plans, training plans, security documentation, scripts and all other documentation required for each Federation member. Tracked changes to Federation members` sites in Production Management and Support phase. Assisted the PMO by maintaining ongoing operational readiness for the program and preventing disruption of service. Performed root cause analysis for all outages and/or issues related to the portal. Attend CCB meetings and assisted Change Manager. Created Change Proposals. Provided 24 x 7 Service Desk technical support to Federation members as well as public clients using Portal.
December 2001 - April 2006, HelpDesk Manager/Site Lead GSA/FTS IT Support Contract
(Three (3) Companies - Same Contract) BAE Systems, (present), DigitalNet, Inc. and Daston Corporation
To increase customer satisfaction with the help-desk staff, increased staff's performance meeting customer defined SLA's to 98%. Accomplished this through researching previous contractor's ticket trends for biggest problem areas and trained staff on better troubleshooting these areas, notably, Lotus Notes. Developed internal Lotus Notes Training manual and training plan for all helpdesk technicians (multiple sites). Also trained staff on what the SLA's were and what it took to meet them. Composed call scripts for Level I technicians to use when answering specific problem calls. Heightened customer confidence by meeting with upper management and admin staff on a regular basis to keep them abreast of any upcoming changes and/or current problems. Modified escalation procedures to better serve the client in a timely manner. To assist the management team with keeping new hardware roll-out on time and on schedule, assisted in the development of the roll-out plan and continually found ways to make the roll-out more organized and accommodating to the client. Participated in proposal effort for competition of SEAT Contract at GSA FTS with Daston Corporation. Assisted with compilation and editing of technical presentation. Participated in technical presentation to GSA.
November 1999 - November 2001, COMSYS, Consultant
Migration Team Technical Lead and Manager for ExxonMobil corporation in Fairfax, VA
Approximately one (1) year on a migration project from Lotus Notes 4.5 and Outlook (Exchange) to Lotus Notes 5.0 for approximately 4,500 users. To adhere to customer driven schedule for timeliness and $'s, created daily schedules for 9-12 technicians, assisted in troubleshooting and documenting all migration issues, documented migration processes and checklists, provided hotline assistance to users who had migrated. Assisted the Project Manager with training and migration scheduling. Worked with assigned trainers on a weekly basis to modify training where necessary to meet the needs of the customer. Identified different processes for groups that were migrating from Exchange due to the major differences they were experiencing.
To meet requirements for migrating approximately 175 high profile Executives at this location, documented Executive Migration process and one-on-one Executive and Admin training. Briefed Admins at least one month in advance on migration process and problems that had been encountered that training would alleviate. All Executive migrations were accomplished with much positive feedback.
Lotus Notes Administrator for ExxonMobil Corporation in Fairfax, VA.
Increased productivity of Network staff by cross training with NT support providers so that both sets of support staff could assist with the other's tickets. Provided Lotus Notes support and managed daily Notes administrative tasks and maintenance for 4500 users across 6 application servers and 9 mail servers. Performed recurring operational tasks on a daily, weekly, monthly, or annual basis. Provided detailed documentation on all Tier III trouble calls.
May 1998 - November 1999, Realogic Incorporated/Computer Associates, Consultant
Lotus Notes Administrator for email migration from MS Mail to Lotus Notes for MedStar Health at the Washington Hospital Center.
To ensure proper support of the new mail package, trained and supported first and second level Help Desk personnel. Ensured proper migration by assisting control center with migration duties. Duties in Control Center also included creating new users and making adjustments to NAB. Met requirements of Executive office by personally migrating the executive office and training the executive staff and administrative staff in use of Lotus Notes Mail and Calendaring.
Lotus Notes Administrator for Lotus Consulting on a project at Bell Atlantic.
Ensured timely mail delivery for approximately 60,000 users by monitoring of Notes logs for problems with ccMTA's and SMTP MTA's. Duties also included troubleshooting, diagnosing and fixing problems such as delayed mail or hung messages.
November 1993 - May 1998, InfoPro Incorporated, Corporate Help Desk Manager
Decreased technical issues by creating and managing Corporate Help Desk as the company expanded. Supported corporate infrastructure and clients in system analysis, systems design and programming, LAN implementation and administration. Responsible for all aspects of network admin for NT and Novell environments. Ensured smooth transition to new building by managing installation of new network and voice communications. Also responsible for all moves, adds, and changes. Various admin positions prior to expanding technical skills to move into this position.
February 1990 - November 1993, Advance Incorporated, Contract Administrator
To ensure no cost overruns, prepared budgets for all tasks to track the labor distribution hours and other direct costs. Assisted the Contract Director in coordinating various technical support services under contract to the General Services Administration (GSA). Managed the submission of deliverables relevant to the different task orders, including word processing, format layout, printing, and distribution. Managed purchasing of all equipment and software for the contract. Provided client support. Assisted help desk with trouble calls from Government users.
May 1982 - January 1990
Held a variety of administrative positions with progressively increased responsibility
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