SUMMARY:

Motivated, personable business professional with multiple college degrees and a successful 18-years track record as an IT Systems Support Service Help Desk/SharePoint Analyst; in the areas of Government contract Navy Yard, commercial banking sales, technical and call center support. Technical and business analytical skills have enabled successful resolution of difficult customer problems with end-user applications on a Local Area Network.

Diplomatic and tactful with professionals at all levels. Accustomed to handling sensitive, confidential records.

Demonstrated history of producing accurate, timely reports meeting stringent IT commercial banking guidelines.

Possess excellent communication and diagnostic skills.

Flexible and versatile – able to maintain a sense of humor under pressure.

Poised and competent with demonstrated ability to easily transcend cultural differences.

Thrive in deadline-driven environments.

Excellent team-building skills.

Enterprising IT Service Desk Operations Manager displaying over 18 years as front-line single point of contact.

Keen commitment to exceptional customer service and support with recognized strengths in IT service delivery.

Subject Matter expert in Helpdesk operation with experience in ITIL’s service level management, solution development, and issue mitigation.

Successful performance enhancement professional and training, providing quality analysis and performance improvements.

Strong business partner in vendor management, team creation and training, and business operations.

EDUCATION:

M.B.A., Project Management, Strayer University, 2013

B.S.B.A., Business Management, Strayer University, 2009

A.A.S., Computer Information Systems, Strayer University, 1991

CERTIFICATIONS:

Microsoft Office Specialist

CompTIA Security + (SYO-301)

ITIL Foundation V 3.0 & ITIL Foundation

Active Secret Clearance

RELEVANT COURSWORK:

Project Management Professional v5

SKILLS:

Business Analysis

SharePoint Administrator

Project Management

Written Correspondence

Tier I SharePoint Support Lead

Scheduling

Report Preparation

Project Management, Business Analysis, Incident Management, SOP, Troubleshoot technical hardware, software and connectivity issues for a mixed UNIX/DOS, Microsoft Office SharePoint (MOSS) versions 2010, Security+, ITIL, SQL, MS Exchange Server Administration, Microsoft Certified Technology Specialist (MCTS), Windows 7, MS Active Directory, MS 2010 application suite, and MS Exchange 2010, Blackberry, VPN/Secured.

EXPERIENCE:

TWD – Navy Yard 04/2013 – 05/2016

Project Analysis\SharePoint Administrator

Clearance: Navy Yard, Secret Clearance, April 2013

Provide excellent customer service support to NAVSEA/iNAVY users.

While troubleshooting SharePoint account issues on site, via phone, and e-mails.

Document all calls incidents and problems in call tracking software.

Escalate, coordinate, and collaborate support issues with multiple teams as necessary.

Assume ownership of projects and tasks assigned.

First call resolution over phone, and reset accounts.

Managed all department sites under the iNAVSEA Portal and NMCI users.

Managed user profiles for the newly created or renewed accounts.

Disabled accounts based on the 1 in 30 days Policy.

Assignment of proper permission levels for all users of the site.

Performed daily monitoring, updating, test and debut sites, closing tickets in SharePoint Ticket System.

Use Lynda.com for online business skills. Such as, training for SharePoint 2013 so I can obtain SharePoint 2013 certification.

Use of SharePoint Designer 2010, and Snagit for online maps and enhancing reports.

Escalated issues as needed and maintained communication with customer and technical teams within established service level agreements.

Ability to multi-task and switch gears to meet changing priorities and tasks to accomplish goals/objective. Conducted weekly and monthly static report for senior management.

Coordinates onboarding and outboarding clearance process for new hire and formal employees.

Creating and updating project management plans.

Collect data and materials that increase communication with internal and external customers.

Facilitate meetings for internal and external customers.

Developing and maintaining complex schedules and preparing status reports for project assigned.

Assits with creating Standard Operating Procedure (SOP) for iNavy Service Desk Department.

Maintained and reprioritized as new projects are proposed and older projects are completed or terminated.

Input data and modify Pivot charts for weekly and monthly meetings.

Intelligent Decisions - Department of Justice 09/2012 – 04/2013

IT Systems Support Help Desk Analyst Tier I

Clearance: Department of Justice, Public Trust, September 2012

Conducted a daily report on all systems.

Conducted a monthly static report for senior management.

Performed daily monitoring, updating, and closing tickets in SharePoint Ticket System.

Escalated issues as needed and maintained communication with customer and technical teams within established service level agreements.

Ability to multi-task and switch gears to meet changing priorities and tasks to accomplish goals/objectives.

Assist with presentation and training users with DOJ Connect for teleworking.

Service as initial point of contact for troubleshooting hardware, software, and Blackberry devices.

Documented all problems in the SharePoint ticketing systems.

Reset and unlock user’s password account in Active Directory.

Create, modify, and disable users account in Active Directory Users and Computers.

Create groups and department email account in Active Directory Users and Computers.

Created Standard Operating Procedure (SOP) for Active Directory.

Capital One 07/1997 – 07/2011

IT Systems Support Help Desk Analyst

Conducted a weekly CSI Quality Survey, and prepare complex weekly Quality Assurance Reports for senior management.

Conducted monthly hardware data report for NOC Data Center.

Author professional correspondence to customers and vendors.

Manage and maintenance RSA tokens.

Performed daily monitoring, updating, and closing of CSI (vendor) hardware problem reports.

Escalated issues as needed and maintained communication with customer and technical teams within established service level agreements.

Ability to multi-task and switch gears to meet changing priorities and tasks to accomplish goals/objectives.

Achieved highest levels of productivity by handling more than 1,000 calls per week averaging 200+ calls daily.

Documented all problems in the problem reporting system.

Lead liaise with support groups and vendors to provide immediate restoration of services during ticket tier escalation within established service level agreements.

Monitored 120 department Telemarketing Service Representative (SR) sales calls and provide coaching to ensure sales performance of 30-40 credit card sales/day were achieved.

Analyze underlying incident, problem and change date issues and develops resolutions.

Manage and maintenance RSA tokens.

Conducted monthly hardware data report for NOC Data Center.

Assisted with training of new Help Desk employees.

Assist with presentation and training users with DOJ Connect for teleworking.

Tier 1 & 2 support on general and specific questions to end-users.

Partnered with quality team and vendors using responses for emerging technologies utilized at the Helpdesk.

Assisted with creating a Standard Operating Procedure (SOP) for the Help Desk Department.

Planned projects and designed solutions through coordinated weekly staff meetings.

Identified performance issues and trends for review with Training and Quality Manager. Suggested recommendations and changes to phone scripts to achieve more credit card sales.

Guided call center agents to mitigate technical problem and strengthen resolution skills.

Developing and maintaining complex schedules and preparing status reports for project assigned.

Chevy Chase Bank 02/1996 – 07/1997

Quality Improvement Coach Customer Contact Center Lead

Quality Improvement Coach responsible for monitoring and working with credit card sales representatives to understand and achieve department target goals.

Tracked project progress and report activity to senior management.

Coached and motivated employees to improve sales performance and confidence whereby meeting and exceeding department goals.

Monitored 120 department Telemarketing Service Representative (SR) sales calls and provide coaching to ensure sales performance of 30-40 credit card sales/day were achieved.

Performed special monitoring of individual TSR’s as needed and provide specific performance improvement coaching guidance to ensure performance met department criteria and standards.

Identified performance issues and trends for review with Training and Quality Manager. Suggested recommendations and changes to phone scripts to achieve more credit card sales.

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