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Field Services Area Manager

Location:
Chantilly, Virginia, United States
Posted:
January 03, 2018

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Resume:

Stalin Pena

***** ********* ******* **********, ** 20148. 703-***-**** ac3wd5@r.postjobfree.com

FIELD SERVICES AND ENTERPRISE DESKTOP DELIVERY SUPPORT LEADER

Outstanding Information Technology leader with seven years’ progressively responsible management experience leading, planning, implementing and coordinating teams on a wide range of technical projects. Strong leader with well-rounded skill set including first rate problem solving, priority setting and critical thinking skills, and ability to work effectively with management at all levels, including C-level leaders. Focused individual with “can do” attitude who has led IT functions through major change such as two large mergers/acquisitions by working effectively with both technical and non-technical staff. Multitasker who has managed 40 direct reports and ten nationwide contracts in the hundreds of Millions simultaneously. Supervisor with excellent ability to motivate staff in creative and cost efficient ways.

CORE COMPETENCIES

Technology Asset Management

Project Management

Performance and Productivity Improvement

Multi Account Management

Deployment and Implementation

Multi Business Unit Interaction

PROFESSIONAL EXPERIENCE

DXC Tysons Corner, Virginia

Field Services Area Manager- 2012- Present

Manage 40 technicians on ten separate DXC contracts which include Fortune 500 companies throughout the states of Virginia and Maryland. Lead DXC Executive Support team in the support of all VIP’s Layers 1-3. Monitor technician performance including technical skills, productivity, customer satisfaction and process adherence. Leverage and optimize staffing utilization within my region and manage all hiring requisitions and extensions of subcontracting staff in within all my regional sites. Monitor daily account and field service reports to address immediate issues with Service Level Agreement (SLA) risks, workload balance issues, aged tickets and backlog. Ensure Service Level Agreements are met with the highest customer satisfaction by providing early warning to technicians prior to SLA breaching. Hold weekly team meetings with Technicians to discuss, performance status, communication flow down’s, upcoming events such as projects, vacations, holiday’s and new business, employee development.

After organizational transformation was selected by senior management to become Field Services Area Manager from group of Client Services Managers due to successfully running of Raytheon locations in prior position.

Designed from scratch and implemented new, specialized 24/7 white glove VIP IT service for DXC headquarters to replace falling service which was not meeting the service level agreements agreed upon on the previous service model. Recruited strong team, communicated expectations and managed program that over 3 years has far exceeded expectations by delivering exceptional service which has meet all service level agreements and has received substantial praise from DXC’s CEO, CIO, and executive base.

After recent CSC and Hewlett Packard Enterprise (HPE) merger, collaborated with HPE management to design a standard VIP Support Model to be used at all DXC locations worldwide for the support of all executives .

Successfully implemented Service Stop at DXC headquarters to enhance customer experience, and increase overall productivity by solving customer support issues on the spot. Due to its success in improving timeliness and efficiency by eliminating the customers need to contact the remote Service Desk; this model is being showcased as an offering to other customers. Working along with the Offerings team, successfully sold service to 3 additional clients, with more in the pipeline.

Lead teams to completion of projects on time or ahead of schedule by prioritizing, coordinating and tracking progress. Examples of these projects include PC Refresh, software deployments, and new Operating System builds.

Successfully took part in the standing up of new accounts signed within my region, by performing site surveys, hiring employees or transitioning them to DXC employees, gathering knowledge transfers from current employees or facilitating all material needed to new employees.

Track record of meeting monthly SLA’s for six years, keeping the company penalty free by providing early warning to technicians prior to SLA breaching or making sure the ticket was documented correctly to submit for SLA relief.

Through two mergers and many company layoffs, motivated and retained technicians by treating employees with dignity, respect and being flexible to their needs. Created team atmosphere where it does not matter what role someone is in all roles are considered crucial to the region’s success.

Proactively manage escalations to ensure that all ten contracts have high customer satisfaction, by having open lines of communication with customers and direct reports, tracking progress through SLA and customer satisfaction reporting.

Successfully cross trained technicians to leverage staff between accounts when needed for vacation, illness or unmanned site needs. DXC company model is to leverage technicians and each manager must get their employees to understand and learn how other accounts work as there’s really no design training. Trained a quarter of staff to support other accounts: this model enables the organization to support more customer locations with fewer technicians.

Managed team that successfully took part in relocation of our headquarters over a 6-month period. The team disconnected, moved and reconnected all desktop IT equipment in phases typically 100 at a time, completing work after hours and over weekends.

CSC, Dulles, Virginia

Client Services Manager- 2011-2012

Led twenty technicians at seven Raytheon locations throughout the states of Virginia, Maryland and Pennsylvania. Monitored Remedy to ensure workload was balanced between technicians. Ensured tickets were responded to in a timely manner and updated in real time to avoid SLA failures. Attended daily service delivery meetings with Field Service Leads and Delivery Executive’s from multiple Raytheon business units to discuss all ongoing daily work, projects and client escalations. Proactively understood and addressed key Business Field Service Lead escalations and challenges; provided requested and required data and reports to Regional Managers as required. Ensure Service Level Agreements were met with the highest customer satisfaction, serving as an escalation point for issues. Validate incident and service request tickets for SLA relief and submitted validated tickets to CSC SLA Relief Team. Conducted regular technical team meetings to discuss projects, on-going assignments, and client concerns.

Managed team and coordinated with multiple project managers on multiple system launches such as the deployment of IPHONE’s and IPAD’s to replace Blackberries as the standard mobile devices, and the deployment of Outlook to replace Lotus Notes as the primary email system.

Directed team and coordinated with project manager and network leads in the refreshing of old outdated network gear at multiple Raytheon locations.

Directed team in the completion of a thousand lease refreshes over a one year period, by delegating all scheduling away from our remote logistic coordinators to my local lead technician to speed up the process, we also prepped all PC’s ahead of time and retired all the old assets going back to the lessor on schedule so that the customer would not incur late penalties on late returns.

Proactively managed escalations and communicate with customers and direct reports to ensure high customer satisfaction at all Raytheon locations managed.

CCOPS, Dulles, Virginia

Service Delivery Manager - 2010 – 2011

Led twenty technicians for small company CSC used to provide all desktop support at Raytheon locations in Virginia, Maryland and Pennsylvania. This included conducting team meetings and performing performance management, staffing, workload management, mentoring and career development. Managed and coordinated all activities required to meet contractual SLA’s, scope of work, and customer service initiatives and to ensure that performance expectations were met or exceeded.

Due to performance issues at start of the new contract with technicians not being able to follow processes, created IT Service Book which included procedures and guidelines for system support and operations which corrected issues with team.

Led team in numerous system launches which included upgrades to windows 7, Microsoft Office 2010, SAP and hardware upgrades.

Led teams in the refresh of over a 500 devices finishing ahead of schedule throughout a year period by scheduling, prepping all PC’s ahead of time and retiring all the old assets going back to the lessor on schedule so that the customer would not incur late penalties on late returns.

Managed team that successfully took part in relocations of two large Raytheon locations including their headquarters building, each over a 6-month period. Our team disconnected, moved and reconnected all desktop IT equipment in phases typically 100 customers at a time.

CSC, Reston, Virginia

Field Technician Tier III -2007-2010

Provided technical support at Reston, VA Raytheon campus location in support of 600 onsite and remote customers. Setup and installed software and hardware. Perform system upgrades; troubleshoot PC’s, network and software issues and maintained peripherals.

Managed trouble tickets and followed processes in place in order to make sure none of tickets missed SLA’s.

Provided timely and accurate technical support to client employees; answered questions or resolved computer problems for clients in person, via e-mail, telephone, or from remote location.

Earned commendations for teamwork, flexibility and work excellence in providing IT support to management and general client population.

CSC, Chantilly, Virginia

System Analyst - 2006 -2007

Provide first line support for customer inquiries, problems and request via telephone for over two thousand end users on the Department Of Education contract averaging forty to sixty calls daily.

Provided software troubleshooting for all Department of Education employees over the phone.

Maintained records of every of communication transaction in call tracking system, problems and remedial actions taken, and next steps and contacts to resolution

Provided assistance via remote control service in order to install software or resolve an issue

EDUCATION

University of Phoenix – Reston, VA

Bachelors of Science Information Technology - 2010

The Chubb Institute - Reston, VA

Diploma -Network Engineer and Data Communications - 2001



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