Customer Service Manager

Kenyetta B. McCloud

*** ******** ** *** **** ~ Landover MD ~ 901-***-**** ~ ***************@***.***

Professional Summary: Program Manager

Ms. McCloud has over 23 years of Customer Service experience, with the last 12 years spent in the Help Desk / Technical Support environment. She is well versed in the areas of Windows, Microsoft, Internet Navigation, Remedy, Cherwell, eVPN, DameWare, SQL, Remote Access, Avaya, PC hardware & Software, Server and troubleshooting networking issues. She has nearly 23 years of call center experience, and highly capable working in fast paced environment.

Education:

Degree (B.A.), Computer Science, Information Technology with focus in Computer Forensics, DeVry University Online, Graduation Year (2016)

Training:

PMP - Training

Certifications:

MOS

PMP – Schedule TBD

Clearance:

Department Of State - Secret

Inspector General’s Office – Public Trust

EPA – Public Trust

USDA\NIFA – Public Trust

Knowledge, skills & abilities:

Knowledge of Information Technology principles, concepts, practices, systems software, database software, and immediate access storage technology to carry out activities

Ability to assess and advice on a variety of sources and procedures and methods for systems and applications.

Knowledge of administrative and management administration to include work flow analysis methods, tools and techniques, data types, methodologies, techniques, procedures, processes and systems as they related to the function, mission, capabilities and role of the Program Manager

Skill in analyzing, planning, organizing and coordinating work.

Skill in oral written communication.

Skill in using computer systems, networks and applications.

Competencies:

Attention to Detail - Is thorough when performing work and conscientious about attending to detail.

Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. AND

Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Professional Experience:

Contractor of U.S. Department of Agriculture NIFA 08/2015 – Present

Program Manager & Cherwell Developer

As the program manager I was responsible for the technical, financial, and overall program performance. Using extensive interface and leadership with USDA NIFA contracting officer technical representative and all stakeholders. I communicated projects status; suggested new project for the customer’s consideration; identified technology advancement opportunities in both hardware and software; apprise the customer of system outages and potential security issues.

I also managed the overall contractor resources and provided tactical and strategic vision towards achieving the goals and objectives of the IT Infrastructure services effort. Responsible to staff the program with qualified and skilled

Resources; provide overall management direction; oversee the implementation of procedures and management controls; and implements other management systems to comply with the terms of IT infrastructure services contract. Ensure the operation and maintenance support is in total compliance with applicable Federal, USDA, NIFA management, administrative, IRM and IT policies, guidelines, and procedures.

In order to provide the 24 hours a day, 7 days a week required coverage, I prepare the duty roster of who the government would contact if there is a requirement for emergency or urgent support. Provide the roster to the contracting officer; update as required.

Develops and deploys cost effective, proactive processes and methods to achieve improvements in program performance. Responsible for the delivery of all contract deliverables being submitted on-time and are quality products. Evaluates and analyzes performance metrics to resolve potential performance issues before they actual occur.

Develops and executes detailed action plans and management operating system, including risk/opportunity analysis and baseline change management.

Ensures customer is satisfied with team's performance. Evaluates customer satisfaction survey responses; identifies process improvement opportunities and implements required changes; takes action to improve individual's performance.

Report any suspected security incidents observed to the ISSPM and to the Security Specialist.

Prepare performance reviews and counsels each employee on their individual goals of performance.

Provide back-up to the Linux and Unix administrator and as the help desk manager.

Conducting testing of IT data systems;

Providing quality assurance management and planning for IT systems;

Directing and evaluating the work of IT contractors and staff; and

Developing, modifying and executing IT policies.

Review IT projects, documentation and designs

Evaluate, monitor and test plans and results

Guide and managing teams including contractors

Planning, installation, configuration, testing, implementation, and management of the systems environment in support of the organization’s IT architecture and business needs. Planning, analysis, design, development, testing, quality assurance, configuration, installation, implementation, integration, maintenance, and/or management of networked systems used for the transmission of information in voice, data, and/or video formats.

Provide identification and define administrative requirements of specific technical, training, exercise and support areas for different acquisition programs and projects.

Leads the development, coordination, and maintenance of an integrated IT program. Guides IT modernization in support of agency mission, goals, and objectives. Applies innovative IT concepts in the development and design of an optimal IT organizational structure.

Establishes an IT vision and designs and implements new programs or processes that align with agency business strategy. Collaborates with senior officials to ensure the business needs of teams and offices are understood and integrated.

Provides authoritative recommendations and solutions to challenges in the utilization of IT systems and processes. Promotes continuous improvement in processes and methods for IT operations.

Plans and manages the financial and technological resources and human capital needs. Develops long-range plans and program goals to assure maximum capability and effectiveness of resources.

Recommends the acquisition and/or development of state-of-the-art advances in all facets of IT. Directs the implementation and rollout of multi-year, complex commercial off-the-shelf (COTS) and custom enterprise-wide IT systems.

Directs staff composed of federal IT Specialists and contractors. Ensures effective management of human resources and office operations including workload, staffing, performance, training and development, and/or adverse actions. Promotes equal employment opportunity (EEO) principles in leading the organization.

I also function as one of the only 2 Cherwell developers and Cherwell Administrator for USDA/NIFA. After going through the entire implementation process, I now manage all changes in the Prod, test and DEV environment. From creating new business objects, to specific forms, updating table management, creating reports, to designing dashboards.

oI Configure and develop customer solutions on selected Microsoft and Cherwell Service Management Platforms

oI’ve learned new technologies quickly and thrive in a fast-paced environment

oConduct training classes for customers on the use of software platforms

oI’ve also developed custom applications and Cherwell Service Management platforms

oAttends professional organization meetings and conferences

oParticipating in online groups and discussion forums on relevant topics

oTaking on leadership responsibilities for the benefit of peers and management, such as program development, meeting coordination, training and mentoring

oImplementation of custom dashboards, reporting, and metrics

oStaff training on ITSM tools and ITIL Processes

oAssisting with development of new training products and materials

oHighly skilled at report creation, one-steps, searches, widgets and dashboards

Identify and assist with development of new business opportunities (training engagements and professional services)

Provide Tier III support to the Service Desk.

Reporting &Metrics

Customer satisfaction surveys

SLA compliance

Manage incident statistics and call statistics

Problem management. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Manage open tickets

Log all calls in the Service Desk Call Logging system (Cherwell)

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Report on the operations of the team performance on a weekly, monthly and quarterly basis

Ensure that reports highlight any service level breaches or failure to fulfill projects/initiatives

Provide exceptional customer service

Be professional and courteous at all times

Ensure staff is properly trained on Service Desk processes and procedures

Ensure staff is cross trained on job functions

Schedule Adherence

100% adherence to the AQA Time and Attendance policy

Communications

Keep NIFA Operations Manager and NIFA Director updated on project status

Respond to emails or request in a timely manner

Identify and implement industry best practices

Contractor of Office of Environmental Protection Agency 09/2014 – 08/2015

Tier II Team Lead Site Supervisor

As the supervisor of 13+ technicians I over saw the support of 2500+ end users in the EPA East & West building.

• Responsibilities included but where not limited to queue management for site incident and work order tickets while working within a tiered structure.

• Used daily reports to track tickets requiring updates, maintain SLA requirements along with meeting the scheduled end dates for provisions, de-provisions and moves.

• Quality check Tier tech tickets for proper documentation and coach if needed.

• Ran a weekly and bi weekly meeting to provide techs any information regarding changes in policies or new knowledge documents to aid in speedy resolutions for the customers.

• Was responsible for tracking all loaner laptops.

• Worked closely with management on various issues pertaining to new procedures and policies and provided feedback on how these things may impact the Service Desk.

Contractor of Office of Inspector General 01/2013 – 09/2014

Help Desk Specialist Lv2

I was tasked with supporting 1200+ users in person, over the phone and using remote desktop tools as part of a team. Other duties include:

• Respond to support requests made in person, by phone and email, then document the problem, the action taken and the resolution in a ticket management system.

• Work within a tiered structure, assisting junior level staff, while escalating complex issues to more senior team members of the team.

• Install, configure and troubleshoot Windows XP & Windows 7 clients in an Active Directory environment.

• Support clients using network printers and scanners, Microsoft Office and proprietary and COTS client-server and web based applications; clients working remotely via a Cisco VPN software client over cable or DSL connections and clients using iPhone devices.

• Helped users with emails on company issued iPhones, from setting up accounts, resetting passwords, or access other proprietary applications and software via wireless device.

• Perform Active Directory Domain administrative tasks under the supervision of the network-engineering group.

• Contribute to SharePoint based knowledge base by adding known issues and updating documentation as needed Communicate with the rest of the IT department to identify and resolve system wide issues.

• Responsible for routing tickets from Tier II to Tier III if needed.

• Queue Ticket Manager for Tier I.

• Quality check Tier I tickets for proper documentation and coach if needed.

• Provides desktop support for all hardware, software, application and networking issues.

• Process all hard ware request from the procurement of items to packaging and shipping requested items.

• Process all software request from obtaining all required information such as manager’s approval and business justification to the deployment or installation of requested software.

• Ran morning report to show Service Desk stats from previous day.

• Process HP laptops repairs and call vendor for servicing and repair if required.

• Process Otterbox cases and contacted vendor for replacements.

• Create knowledge base documents to assist Tier I with troubleshooting for first call resolution.

• Was responsible for the maintenance, and tracking for all loaner laptops located at headquarters.

• Worked closely with Tier III and management on various issues pertaining to new procedures and policies and provided feedback on how these things may impact the Service Desk.

Sub Contractor of DOS (Department of State) 03/2012 – 01/2013

Help Desk Specialist Lv1

My daily role at the CA Service Desk is to research, resolve and respond to questions and problems received via telephone calls and email. Provide support in accordance with current standards. Document customer information and detailed problem descriptions in Remedy Ticketing System. Escalate problems in accordance with Service Level Agreements (SLA) and program policy. Evaluate team workflow and processes and recommend/implement improvements to those processes. Review customer support requests for accuracy and monitor quality of work performed by the team, as directed by the manager. Work on special projects as directed by the manager.

Hilton Worldwide Corporate Office Memphis 03/2006 to 03/2011

Lv1 Analyst

I was responsible for assisting over 3000+ foreign and domestic properties with OnQ Property Management software and training issues. Troubleshoot hardware and software matters via landline, email, IM chat, and remote desktop.

Added new users to property system so they are able to train, and work with security ID’s.

Used applications to correct, modify and or remove inventory from PMS system.

Set up user email accounts, reset user passwords, and configured outlook for Hilton email accounts

Dispatched on issues that could not be resolved through previously mentioned contact methods, and escalated issues to 3rd and 4th tier for further troubleshooting when required.

Documented all issues in Remedy ticket system regarding problem, troubleshooting, and resolution. I performed all duties that were assigned to me per management, and offered time and support for situations warranting overtime

Tennessee Relay 02/2003 to 03/2003

Relay Operator & Floor Support Supervisor

Relay and process calls for deaf, hard of hearing, and speech disabled people. Received calls from either TTY/TDD machines (Text Telephone Device), and or through the Internet based application (IP-Relay) maintaining a professional attitude and giving the customer a safe and confidential security that allows the customer to make calls of any nature and know that their trust and confidentiality is protected.

Participated in group activities, special projects and performed duties as they were assigned.

Assisted other coworkers with questions and issues as a Floor Support Supervisor.

Provided office automations work for the front desk by answering phones, scheduling appointment, and filing.

Administered testing materials to new applicants, and set up typing assessments for applicants.

Trained new hires on procedural call taking.

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