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Customer Service Project Manager

Owings Mills, MD
June 30, 2016

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Kim White

Owings Mills, MD



Excellent written and oral communication skills. Strong technical troubleshooting skills. Innovated, detail oriented, and organized, utilizes a proactive approach to resolve issues and implement changes. Impeccable customer services skills and motivated to ensure customer deliverables are met.


Bachelor of Science in Computer Networks & Security minor Business Administration- University of Maryland University College, Adelphi, MD


Information Technology Infrastructure Library (ITIL) V3 Foundation

Cisco Certified Network Associate (CCNA)


Public Trust


2009-2015 Lockheed Martin, Baltimore MD

Senior Customer Support Analyst

Provide support to the Centers for Medicare & Medicaid Services (CMS) for 9 years on the Consolidated Information Technology Infrastructure Contract (CITIC.

Provide Crisis and Problem Management (CM/PM) support to quickly assess and assist in reaching a resolution to system application outages. Lead facilitator during escalated outages. Communicate and provide Crisis Bridge logs to the customer, detailing the timeline of the system application outage, troubleshooting efforts, minutes, action items, and the resolution of the outage.

Identify and investigate incidents both proactively and reactively and monitoring progress on resolving known errors.

Review the Operational Maintenance Manuals (OMMs) thoroughly to identify problems and provide recommendations to the customer ensuring that the document is 100% complete in the production environment.

Develop and update the Standard Operating Procedures (SOPs), Frequently Asked Questions (FAQs) and Quick Reference Guides for the Production Readiness Review (PRR) processes.

Train new employees, developers, and Government Task Leads (GTLs) on the PRR and CM processes.

Generate Post-Mortem report (PMR) for the Root Cause Analysis (RCA) meeting, which includes the incident chronology, impact and resolution of the system application outage, and recommendations/preventative action plan.

Attend Change Management Review Board (CMRB) meeting to review/discuss all changes being made to the infrastructure.

Face to Face interaction with the Project Manager, Project Lead, GTLs and Business Owners, Developers, and Subcontractors to ensure that customer deadlines are met.

Create and resolve tickets via Remedy Ticket Tracking System .

2006-2009 Lockheed Martin Baltimore, MD

Network Support Analyst

Resolve & respond to Level 1 & 2 Analysts inquiries concerning support requests, systems status, and network connectivity using Remedy Ticket Tracking System in the Network Operations Center (NOC).

Troubleshoot outages and provide network support locally and remotely in a LAN/WAN environment which consisted of carrier circuits, switches, routers and servers.

Monitor the network via IBM Tivoli Monitoring (ITM) tool

Provide a daily report to CMS on the status of the infrastructure and applications.

Track and update information thru Remedy ticketing system to meet SLAs in a timely manner.

Provide end user support via email or phone communications

2005 Micros Columbia, MD

Help Desk Support

Troubleshoot outages and provide network support in a LAN/WAN environment which consisted of Cisco routers and switches

Perform software upgrades as needed.

Escalate and dispatch unresolved issues when deemed necessary.

Track and update information through Remedy ticketing system to meet SLAs in a timely manner.

2000-2004 Verizon Hunt Valley, MD

Maintenance Administrator/Customer Service Representative

Manned Help Desk utilizing HP Openview while providing assistance to users.

Analyze, test, and resolve connectivity issues while tracking information through a Remedy system.

Dispatching trouble reports and service orders.

Upgrade PCs and printers.

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