Miki Compson

Contact

Address

Canton, Ga, **114

Phone

443-***-****

E-mail

ad0xnh@r.postjobfree.com

Skills

ServiceNow

Excellent

BMC Remedy

Excellent

Knowledge and Ticket management

Excellent

Service Desk SME

Excellent

KPI and SLA management

Excellent

Customer Service management

Excellent

ACD/IVR management

Excellent

Office 365, Teams

Excellent

Inventory Control

Excellent

SOP, Policy and Procedure

Excellent

Proven Leadership Skills

Excellent

Team Player

Excellent

Active Directory

Excellent

Dynamic Service Desk Manager bringing 20+ years of Service Desk experience. Proficient in business practices, standards of operation and customer needs with a focus on exceptional service delivery and customer service.

Knowledgeable and proven success in managing Tier 1 and 2 Service Desk and Call Center teams. Highly effective at driving quality and service improvements to build loyal, satisfied customers.

Excellent critical thinking with history of long-term client relationships. Organized and detail-oriented team player. Service Desk Management is my passion!

Work History

2021-08 - 2023-08

2019-11 - 2020-10

Service Desk Manager

Defense Acquisition University, Dept of Defense (TYTO)

Monitored a team of 51 for performance, adhered to service level agreements (SLAs) and provided detailed job training.

Analyzed service reports to identify areas of improvement.

Hired, trained and supervised a team of service staff members to meet business goals.

Resolved customer complaints in a professional and timely manner.

Implemented strategies to increase customer service satisfaction ratings.

Maintained records of service transactions and customer feedback for

future reference.

Developed department processes and procedures to boost customer satisfaction.

Met with customers to discuss service needs and develop effective and practical solutions.

Monitored service staff performance and provided feedback for improvement.

Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.

KEY Achievements:

Resolved 6-month backlog of ServiceNow tickets within 4 months to an average of a same day response.

Decreased customer hold times from more than an hour to 2 minutes.

Created a 6-week comprehensive training program for new hires

Senior Project Manager

Census 2020 (Vidoori)

Census 2020 (Vidoori), Washington, US.

Managed Service Desk teams nationwide.

Developed and implemented initiatives to enhance ServiceNow and standardize workflow, policy and procedures.

Directed offsite team transition, standardized 30 + processes which improved performance, maximized resources.

Closely collaborated with project members to identify and quickly address problems

Key Achievements: Created IT Incident Management framework,

Team policies, workflow, SOPs, KPI's Created ServiceNow Work Flow and processes, queue management and workflow structure.

Produced ServiceNow reports daily, updating customers and senior leaders on progress and roadblocks

Developed procedures to update ServiceNow and other software in terms of compliant information and collected compliance data

2018-07 - 2019-12

Director of IT

MetroAccess/WMATA (MV Transportation), Hyattsville, MD

Management, strategy and execution of IT infrastructure for WMATA's Paratransit operations supporting 9000 users.

Oversaw technical projects in alignment with organizational goals.

Managed multiple team locations, working closely with management, external vendors and advisors.

Fostered positive working environment encouraging innovation, collaboration, accountability, managed end-user needs with functional and security responsibilities.

Deployed, monitored and maintained system installation, upgrades and network integration to achieve secure, continuous application uptime.

Performed regular audits and tests of infrastructure and applications to prevent outages and security breaches

Key Achievements: Successfully created and implemented Network Disaster Recovery Plan (COOP) Successfully created and implemented Fire/ Emergency Disaster evacuation plan Successfully moved IT team to new location.

2017-11 - 2018-07

Service Desk Manager

Metro Access/WMATA (MV Transportation), Hyattsville, MD

Managed 24/7 IT Service Delivery WMATA MetroAccess, strategy and execution of IT infrastructure projects; hardware/software upgrades.

Manage KPIs, reports and ticket queues in ServiceNow, created custom reports.

Established Policies and procedures, SOP's, set up Asset/Inventory Control for Call, Dispatch and Reservations Ops Center.

Supported Trapeze Application, ID Management, Citrix, Avaya, Avaya Robocall, servers, scripts.

Managed AD, Incident response, HW/SW upgrades, Classrooms, thin clients using ITIL methodology to improve performance.

Key Achievements: Redesigned PTT phones, workflow and On-Call process, Created SOPS and policies and audit system.

Created cost saving process saving company $10k Created Emergency Evacuation and COOP Disaster Recovery plan.

Full redesign: badging system, staff workflow Established successful mentoring program.

2015-08 - 2017-04

Service Desk Manager

OIG HH (KForce), Washington, DC

· Office of Inspector General (HHS), Managed nationwide Service Desk (8) locations

· 1800 high security users: VIP Staff (OIG Inspector General, SACs and ASACs

· Created SOPS, reports and policies, rollouts: phones, tablet and computers,

· Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

· Developed written plans and obtained customer consent to proceed.

· Met with customers to discuss service needs and develop effective and practical solutions.

· Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

· Developed internal requirements to minimize regulatory risks and liability across program.

Key Achievements: Consolidated all offsite Service Desks into single dedicated Call Center nationwide.

Created onsite Service Desk walk-in center.

Completed major overhaul of OIG LanDesk Ticketing system and workflow.

Successfully moved physical Service Desk to new location

2015-01 - 2015-08

Project Manager

NIH Dental and Craniofacial Research, Bethesda, MD

Managed Server, Web, SharePoint, Service Desk and Security team managing 84 projects.

Achieved project deadlines by coordinating with contractors to manage performance.

Managed project plans to meet organizational needs.

Identified plans and resources required to meet project goals and objectives.

Managed AQL, QASP, SOPs.

Dedicated 508 coordinator.

Key Achievements: Successfully set up Project Management model.

2006-08 - 2015-01

Service Desk Program Manager

Department of Labor, Washington, DC

Managed daily operations of high-volume Service Desk and Call Center at multiple sites (Tier 1 and II).

Direct VIP support for Sec of Labor.

Developed innovative solutions to achieve customer satisfaction and reduce staff turnaround.

Customized Remedy and ACD IVR for customer needs, analyzed ticketing data, created custom reports.

Reduced Speed to Answer while increasing FCR.

Re-organized SD flow in Remedy and email queues achieving better performance and customer satisfaction.

Redesigned Asset Management process.

Established yearly user account audits.

Successfully spearheaded and managed two-year merge of 9 Help Desks supporting 3,500 users into single efficient Service Desk for 22,000 users.

Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

Maintained effective customer service by responding to service requests quickly to increase high customer satisfaction.

Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

Key Achievements:

Successfully transitioned Service Desk from 12 hour to 24-hour shop with 3-day notice.

Increased FCR from 42 to 95 percent.

Greatly reduced turn-over rates.

Created unique highly effective mentoring program.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Increased customer satisfaction by resolving Aged Ticket issues

Maintained energy and enthusiasm in fast-paced environment

1994-01 - 2013-01

Consultant/Owner

The Computer ER, Severn, MD

Provided exceptional customer service support for network, hardware, software and training solutions as Network Admin, MCSE School Manager, Project Leads for Rollouts, Implementation of software and software solutions.

Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions

Certifications

ITILv3

PMI

Cyber Risk Management, Department of Defense (2014)

NetEssentials MSCE School

Public Trust

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