Manager Service/Technical/Computing

Barbara A. Loya

410-***-**** (C); *************@*****.***

Summary

I am an innovative problem solver with the ability to manage multiple service engagements, customer relationships, and coordination across cross-functional teams. I am results-oriented and highly organized.

Education/Mentoring

• University of Phoenix, Phoenix, AZ (Masters in Information Systems Management)

• Virginia Commonwealth University, Richmond VA (Bachelor of Social Work)

• Attended A+, Network+, CCNA, MCSE, and PMP classes

• Studied C+ and Ruby on Rails programming

• HP and Dell Certification

• Security+ Certification

• ITIL v3 Certification

• Dale Carnegie “Skills for Success” Program (Received Highest Award for Achievement)

Professional Attributes

• Ethical, efficient, organized, superior attention to detail, timely, intuitive, approachable, team player, positive attitude, multi-tasker, go-to person, self-motivated, ability to work in a dynamic environment, Customer-focused, ability to garner resources where needed quickly, and an innate problem solver.

Professional Experience

Northrop Grumman Corporation 2011 – Present

Network Support Engineer 2015 – Present

• Provides technical support for computers and associated networks. Installs, troubleshoots, services, and repairs personal computers, network equipment such as servers, modems, multiplexers, related PC software, telephones, cables, and connectors. Maintains network diagrams and circuit records.

• Responsible for maintaining acceptable levels of customer satisfaction according to defined objectives while adhering to established policies and SLAs.

• Works with engineers to resolve support issues, escalating to proper personnel where appropriate.

• Provides support to users and troubleshoots/resolves problems on HP, Xerox and Cisco systems.

• Participates in new installations, testing and special projects as needed. To date, responsible for full installation to new facility in Melbourne for deployment of approximately 900 users.

• Created master spreadsheet for Program that identifies every deployment’s location.

• Utilizes VMWare Virtual Service Manager to monitor and respond to service calls in a timely manner.

Systems Administrator / Global Service Support Analyst 2013 - 2014

• I worked in a 24/7 mission critical operation with diverse skill sets which allow me to provide support for the War Fighters, and Analysts.

• I monitored and supported systems and locations globally.

• I worked closely with clients to identify a solution for the customer while deployed in austere locations providing remote support for applications used in the field.

• I served as the first point-of-contact for end-users, collecting information via telephone, email, and HP Service Manager ticketing system.

• I solved problems on various applications and report critical issues to higher support members for timely resolution as needed.

• I created and reviewed incident tickets for content, proper routing, first call resolution, problem detection, and timely closure.

• I was responsible for Active Directory and NetIQ Account and Resource Management Tool (ARS), creating groups and setting proper security permissions for local/field technicians in various global locations enabling access to resources needed to support account management, account creation, disabling, enabling, modification, password reset and transferring accounts.

• I was responsible for Video Teleconferencing Center (VTC) access on the TelePresence Management Suit (TMS) system

• I maintained proper metrics on the share while consistently maintaining high metrics for my team.

• I coordinated and worked with personnel via SNOW (REMEDY ITSM) to ensure timely resolution and continuity of solving personnel system issues.

Project Manager & Coordinator 2012 - 2013

• I served as a liaison between program management and planning, the project team, and line management completing multiple tasks requiring attention to detail, organizational skills and the ability to multi-task within time constraints. I increased delivery time, providing structure and accountability for the team towards Mission goals. I was the sole point of contact within my business unit, managing schedules and preparing status reports which monitor project progress.

• I was responsible for ensuring seat management changes are captured and communicated throughout the entire business unit, coordinating over 700 personnel, which was nonexistent prior to my arrival and has provided immediate response times and quicker program and system accesses, from a few weeks to a few days, if not sooner. I was awarded Employee of the Month for my efforts.

• I created a reporting system, identifying our entire business personnel, across several contracts, and an easy-to-use mapping service to locate everyone, which is communicated to upper management, contracts, program managers, and security on a monthly basis for accountability and billing purposes. I consistently received rave reviews and kudos for my work.

• I created and maintained a team Wiki page for systems engineers through a coordinated effort with our integration and test group, providing a one-stop repository for the team, reducing time spent researching and gathering results. This increased response time to the Customer.

• I assisted with the coordination and scheduling of conference rooms and TDY logistics for our technical deployment team. My availability and approachability made me a go-to person who got it done quickly and efficiently.

• I studied and am engaged in Agile development methodology, bringing that knowledge and mindset to my work and discussions.

• I have a working knowledge of Configuration Management (CM) tools including Clearquest, Clearcase and NERO.

Logistics Management Analyst 2011 - 2012

• I supported material purchases for operating unit totaling $500-million, ensuring customer service and time objectives were achieved in a timely manner. My efforts increased delivery time, resulting in nearly a 100% Customer satisfaction rating. Our Team received high evaluations for staying within budget guidelines and for continuous engagement with key Customers and Northrop Grumman personnel.

• I interfaced with and provided technical and strategic information to key suppliers on a regular basis while fostering integral business relationships.

• I was involved in executing continuous improvement of standard logistics processes by revising the procedural manual and streamlining processes. I am versed with Procurement tools including iBUY and AMICS.

Hewlett-Packard Company 2000 – 2011

Account Manager

• I tracked requirements throughout the IC and Homeland Security by working with management and back-office principals to prioritize fulfillment of deliverables.

• I was the incident management point of contact in restoring normal operations as quickly as possible within Service Level Agreement (SLA) limits. My response times were impeccable.

• I developed crucial Customer relationships and established myself as a go-to person, resolving mission critical issues to these ensure issues were addressed in a timely manner and resolved to their satisfaction through REMEDY ITSM, continuously receiving kudos from customers and awards from internal upper management for a job well done.

• I was in continuous communication with the service team and practice principles, keeping everyone engaged and updated on relevant issues and results, reducing the in-the-dark mentality.

• I effectively pursued new business opportunities and increased services offerings to the IC and Homeland Security as well as with Partners, Resellers and System Integrators, increasing sales by 40-percent year-over-year.

• I was the primary point of contact to customers supporting all requirements involving the end-to-end process of risk management in the areas of understanding customer needs, validating opportunities, managing deliverables, and handling client change controls within a mission critical environment.

• I was responsible for several multi-million dollar engagements spanning the entire IC. Expanded the business through up-selling and renewals, maintaining a robust sales pipeline and consistently exceeding established quotas.

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