ABOUT ME

Highly motivated individual with a solid 20 years of experience in IT Customer Communications and Customer Support Management within the Washington DC federal sector. Skilled at collaborating with subject matter experts, functional managers and business sponsors to achieve project goals.

CORE COMPETENCIES

Customer Service, Support & Communications Management

Help Desk and Call Center Management

Project Management

Team Building Leadership/Scheduling

E-Business – Web Technologies

Database Management

Business Process/Contracts Management

Project Start-Up Coordination

Transition Management

IT Deployments

Crisis Communication & Issue Management

Staff Management/ Training/ Mentoring/Coaching

Asset Management

EXPERIENCE

Customer Communications Manager - United States Patent & Trade Office – 7/2014 – 12/2016

Help Desk Outsourcing Solutions (HDOS) - Washington DC

HDOS was tasked with developing and implementing a new Consolidated Help Desk environment serving 5000 USPTO employees. Responsibilities:

*Develop, refine and maintain leadership roles in the relationships with USPTO management. Service Delivery, and Corporate. Provide account management, planning and provisioning of value added USPTO service and technology solutions

*Hiring and managing staff for the new consolidated help desk environment.

*Develop, refine, and maintain “trusted advisor” relationships with designated new and existing USPTO customers at an Executive CIO level for value added USPTO service and technology solutions that were aligned to meet their business requirements

*Provide thought leadership level of proficiency in specific USPTO technologies to proactively leverage them in presenting overall value add solutions both internally and to USPTO customers

Remedyforce Implementation

*Assisted with Implementation Assessment / Planning

*Conducted workshops and breakout sessions to analyze requirements for use in Remedyforce setup and configuration.

*Trained Help Desk support staff

*Conducted brown-bag training sessions with end users

*Provided assistance in setting up configurations & integrations

*Perform testing and provide support for User Acceptance Testing, Roll-out and Go Live

*Created custom reporting to align with SLA requirements

*Populated Knowledgebase modules

*Created custom incident broadcast message templates

Deployment Manager – CSC - Washington DC

Millennium Challenge Corporation (MCC) – 12/2012 – 9/2013

CSC was tasked with coordinating and implementing an agency wide, (domestic and overseas) deployment of HP laptops to replace all desktops. Responsibilities included:

*Managing a staff of 6 responsible for creating and deploying new images to HP laptops and desktops.

*Managing support staff responsible for tiers 1 & 2 and administrative support.

*Working with individual MCC staff members to backup and transfer data before deploying new hardware.

*Scheduling appointments with staff to receive new laptops and later to remove desktops

*Developing technical and communications manuals and documentation

*Coordinating and hosting Brown Bag sessions

*Monitoring, recording and tracking hardware assets

*Providing optimum customer care to ensure a smooth transition.

Business Process Support Manager – CSC - Washington DC

United States Agency for International Development (USAID) 2009 – 12/2012

As the Business Process Support Manager, my primary responsibility was to ensure clear concise communications between CSC Managers and other CSC staff and Government Managers. Responsibilities included:

*Developing and reviewing standard operating procedures, contracts, technical and communications documentation

*Managing business process support staff members

*Managing the CSC Labor Category Database

*Creating & maintaining project schedules

*Reviewing project proposals and contracts

*Conducting Project Management Customer Support training

*Conducting sub-contractor evaluations

*Conducting end of project customer satisfaction interviews with government direct hires

*Providing content for the CIO web updates

*Process Improvement Reviews (PIR):

Created and maintained the PIR Trending Summary Report

Facilitated meetings to discuss PIR/Corrective Action Requests

Created and maintained the PIR Trending Summary Reports

*Coordinating the PBX CISCO Phone upgrade in the Ronald Regan Building

*Re-structuring of the USAID CIO Help Desk, efforts included:

Mentoring HD Management and Analyst on processes to ensure departmental objectives were met.

Facilitating needs assessments with project teams for planning upcoming system changes.

Re-structuring the knowledge database

Redesigning the Daily Status Report (DSR)

Transition Management/Standards & Processing Manager – CSC - Lanham MD

IRS Modernization – 2007 – 2009

The Infrastructure Transition Management group’s primary responsibility was to develop and implement project communications plans to ensure smooth and efficient transition of project system upgrades. Responsibilities included:

*Developing and executing Transition Readiness Assessment Workshops for IRS system receiving organizations

*Working with IRS receiving organizations to close identified readiness gaps for deployment

*Conducted weekly Infrastructure Building Blocks seminars

Infrastructure Customer Communications Manager – CSC - Lanham MD

IRS Modernization – 2005 – 2007

The ICC group served as the Desktop Integration and Test Environment (DITE) customer interface for stakeholders and multiple IRS Business owners. Responsibilities included:

*Establishing and maintaining IRS Infrastructure client, end user and CSC customer relationships

*Reviewing and maintaining customer contracts

*Identifying customer needs and timeframes

*Refining customer needs, developing and presenting final customer needs

*Creating project SLA’s

*Maintaining customer communications activities throughout the lifecycle of the project

Customer Communications Manager – CSC - Washington DC

Department of Homeland Security – 2000-2005

CSC was tasked with restructuring and managing the STARS Consolidated Support Desks. Our support team provided application, network, hardware and software support for three programs Department of Homeland Security (DHS) programs. The DHS programs included were Benefits, Inspections, and Enforcement Border Patrol. Responsibilities included:

*Creating a centralized call center to support all three groups simultaneously without sacrificing the quality of service.

*Managing client, end user and delivery groups relationships throughout the life cycle of the project

*Managing a support group with 3 leads and 25 support analyst

*Interviewing and selecting new hires employees.

*Developing and coordinating on-going training plans for staff to enhance their performance, development

*Managing cost/expenditures

*Assisting with developing new business proposals and identifying new technology to enhance business solutions

*Held weekly meetings with each group’s management and technical teams to assess needs and plan for upcoming changes

*Implementing a new Remedy tracking system

*Developing standards and procedures and on-going training to ensure optimum customer satisfaction

Desktop Services Manager –CSC - Washington DC

Department of Transportation - 1997 – 2000

The Desktop Services team provided network, hardware and software support to over 800 government employees and other contractors on the United States Department of Transportation (USDOT) TASC/OASIS contract in Washington DC. The Desktop Services group was responsible for evaluating technical areas in an effort to continuously enhance PC systems performance. Responsibilities included implementing a seat managed environment that included a Customer Satisfaction Committee dedicated to finding ways to efficiently address customer’s needs.

*Provide analysis of incident reports

*Respond to non-routine customer calls, email and web inquires providing a single point of contact for report problems

*Respond to, and make inquiries and obtain guidance about any or all services provided by the service center

*Coordinate and monitor troubleshooting of system problems, document problems and solutions, and record change and problem activities for tracking

*Utilize problem management database and various database system specific tools

*Point of Contact during non-business hours to provide emergency response to critical systems

PROFESSIONAL TRAINING & CERTIFICATIONS

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