Objective Statement

Continuing my journey in the role of an IT Customer Support Services Management that focuses on the delivery of ITIL-based quality services management. A team and achievement-oriented manager that effectively considers the human factors that impact every role. Taking pride in actively listening not merely as a professional but as a person. Making human connections has broken down barriers, opened doors, and fostered ongoing success.

SUMMARY KEY HIGHLIGHTS

Results-driven Technical Support Manager and Project Management is a professional with an exemplary track record of providing the leadership & vision necessary for managing & controlling mission-critical Business, Financial, Planning & IT Systems programs & projects - utilizing best practices to achieve top results & critical efficiencies. Extensive experience working with executive management, all levels of the organization, government representatives & other stakeholders as required.

Work Experience 1 – Current Role

07/2023 - Help Desk Manager/Team Lead/Project Manager:

Supporting the Department of the Interior (DOI) Bureau of Reclamation (BOR)

Help Desk Manager/Team Lead Supporting the Department of the Interior (DOI) Bureau of Reclamation (BOR) Reclamation Enterprise Service Center (RESC) in Denver, CO. On-Site at the Denver Federal Center. This is the first line of IT support for the BOR Enterprise IT environment supporting BOR end users, with a team of subordinate contractor staff reporting to the Team Lead. The RESC responds to incident and service request tickets, providing support including but not limited to installation, setup, upgrade, and compliance of software and hardware, system deployment, account activations and deactivation, and desktop tools. The team also provides voicemail and password support for desktop telephones and mobile devices, and escalations to higher lever tiers when the RESC cannot assist.

Duties & Responsibilities:

Respond to new employee orientation (NEO) calendar invites and deliver presentations introducing RESC to newly joined BOR government staff.

Monitor the ticket counts of individual team members and ensure tickets are being closed in compliance with established service level agreements (SLA).

Supervise the unassigned tickets and emails that have not been picked up from the email box and ticket system monitor board.

Ensure team coverage of phone, emails, and walk-ins during business hours (5:00 am - 6:00 pm MST)

Ensure telephone calls are not waiting on hold for excessive periods of hold time.

Personally assist with resolutions as needed.

Provide “White glove” support for high-priority customers/leadership as required.

Set team working hours for each team member to ensure coverage throughout the workday, including overage due to planned and unplanned staff absences.

Reach out to customers to resolve issues noted on satisfaction surveys.

Ensure on-call After-Hours support rotation/alternate assignments to the team (typically less than 10 calls/month).

Communicate system outages and performance issues to RESC, BOR Tier 1 and 2, and end users as needed.

Review all outage notifications and obtain approval before communicating to stakeholders.

Escalate Incidents or Service Requests that are outside the scope of the team’s responsibility to the appropriate tier

Set Agenda and Host RESC Weekly Meetings.

Conduct BOR Weekly internal status meeting with DPC leadership and update team members.

Generate monthly status reports and related customer deliverables.

Conduct interviews for prospective new employees, and approve timesheets, leave requests, and expense reports.

Conduct monthly individual meetings with the team members to review assignments and provide performance feedback.

Work Experience 2

Title: Information Technology Associate Manager, Data Center Manager

Information Technology Associate Manager, Data Operations Manager

Company: Arrow Electronics Inc.

Location: Centennial, Colorado

From: 06/2017 – 03/2023

Oversee the daily blended operations mission taskings as they apply to the Data Operation team. Responsible for the teams of employees that facilitate Arrow’s vast amounts of computer hardware, including servers and networking appliances. Facilitates equipment maintenance, infrastructure inventory management, customer service, and employee management; furthermore, ensures that any additional required training within specific areas is provided to assigned team members in support of the mission statement.

Data Center responsibilities

Coordinated the scheduled availability in support of a 24/7/365 support mandate.

Established, documented, and implemented application/equipment status processes for all shift turnovers.

Monitored performance KPIs and SLA in accordance with Global Support Services requirements.

Built, ran, and diagnosed multiple runs while racking/stacking data center/infrastructure hardware.

Prepared data center components for installation and remediation.

Ensured the completion of and performed walkthroughs of all assigned resources:

7 IDFs/CRAC Units, MPOP-Telephony, 3 Mechanical Rooms, Battery Room, 2 Emergency Generators, Data Center (main)/9 CRAC Units, 7 rows/cold-hot isles, 168 cabinets, additional test environment (five cabinets)

Used Service Now/Connect Now for service ticket initiation and tracking solution/remote hands support.

Ensured the compliance safeguards of all labeled component infrastructure to accurately track resources.

Used Eaton Foreseer application to manage (EPMS) electrical power monitoring system.

Used Foreseer as a template/data center-raised floor schema tool for resource provisioning.

Monitored rack/cabinet temps and humidity via the EPMS software

Monitored HVAC/CRAC units and coordinated maintenance services with Hayes Mechanical.

Worked with CAT5e, CAT6, and Fiber Optic cable/SFP interfaces.

Performed physical disaster recovery procedures and assisted with the restoration of services.

Ensured compliance with all secure data center access protocols for visitors and vendors.

Data Operations responsibilities

Acts as the primary point of contact for all assigned data operations team members.

Provide escalation support to all team members as an advocate for problem resolution.

Provides career and performance coaching/reviews to assigned team members.

Coordinated the scheduled availability in support of a 24/7/365 support mandate.

Review and submit/approve timecards for assigned team members.

Act as a primary information distribution resource for the operations team

Facilitate maintenance, installation, and updates of data center systems’ physical and software.

Establishing the rules related to data accessibility and distribution.

Establishing the parameters for data entry or storage of customers’ data.

Managing the storage and distribution of data.

Oversee the backing/safeguarding data storage processes.

Maintenance of equipment and upkeep of application license agreements.

Entertaining customers’ inquiries and addressing infrastructure issues.

Data Operations (continued)

Recording the installations, upgrades, and maintenance of systems or software

Participating in and creating planning for capacity expansion/changes.

Upgrading hardware or software used by the various supported customer organization.

Research new technologies to be utilized within the organizations.

Presenting new tools that could be used to improve efficiency or cut costs (full life cycle)

Ensuring a safe and secure facility to protect the systems and power configuration.

Planning for any probable disruptions, problems, and emergency

Providing direct support for assigned technical operations teams.

Troubleshooting technical or IT-related issues

Configuring, managing, and analyzing IT systems utilized in accordance with customer specifications.

Customizing/maintaining the infrastructure database in support of existing and capacity planning

Ensuring all assigned operations policies are in compliance.

Work Experience 3

Title: Manager IT TECHNICAL SUPPORT– First Touch Response Colocation Support Team

Company: CenturyLink Technology Solutions

Location: Littleton, Colorado

From: 08/2016 – 04/2017

First Touch Response Team serves as the single point of contact for all CenturyLink data center colocation customers. The method of communication is phone, email, and e-support. The team is a 24x7x365 operation center that consists of 18 Operations specialists and 2 Operations Supervisors. The Manager ensures the successful initial interaction, triage, and escalation of client-reported problems as well as end-to-end ownership for all customer requests. Providing direction and leadership related to support desk functionality and responsiveness. I was responsible for training, managing performance, and developing staff, as well as ensuring process adherence.

Hire and ensure staff is fully trained on all support processes and procedures. Establish performance expectations across all staff members. Manage escalations associated with client-reported incidents, requests, and changes. Develop staff from a technical, as well as a customer service standpoint. Maintain and improve customer satisfaction ratings.

Work Experience 4

Title: Pinnacle Technical Support Services Manager

Company: Scantron (Harland Clarke Corp), Formerly Global Scholar

Location: Loveland, Colorado

From: 03/2012 –10/2015

Responsible for the attainment of productivity and quality goals, monitoring service levels and telephonic call queues. Coordinate with Vice-President of Support Services to adjust schedules, and call flow to meet service levels. Monitor and update Team Statistics to track performance (KPI) for feedback and Performance Reviews. Oversee reporting for accuracy.

Work Experience 5

Title: Data Center Operations Customer Care Manager (Contractor Associate)

Company: North American Honda

Location: Longmont, Colorado

From: 08/2010 – 03/2012

Personnel Management, Data Processing Operations, interpersonal relations/IT Customer/Technical Support Services. Established and continually maintain extensive network operations surveillance, oversight of data processing operations capacity, and full life cycle critical outage management while supervising the efforts of a team of six network engineers as technical lead.

Work Experience 6

Title: Contract Program Manager – IT Support Help Desk Manager eAuthentication

Company: United States Department of Agriculture

Location: Fort Collins, Colorado

From: 07/2009 – 07/2010

Develops, leads, mentors, and motivates a team of Service Desk professionals to deliver excellent technical/non-technical software application integration, Information Technology (IT) hardware, and network server support services with an emphasis on outstanding customer service, satisfaction, and timeliness within operational budgetary constraints as prescribed by the United States Department of Agriculture. Has frequent contact with customers, direct reports, peers, and independent vendors.

Work Experience 7

Title: Network Operations Incident Manager/Team Lead

Company: Amgen Pharmaceuticals Inc. (Contractor Associate - SMCI)

Location: Longmont, Colorado

From: 07/2007 - 07/2009

Provide component item performance surveillance for Amgen’s entire worldwide Information System (IS) infrastructure network. Manage the seamless transition between three (Thousand Oaks, CA. Longmont, CO, and Breda, Netherlands) mirrored IS-OC locations in support of Amgen’s “Follow-the-sun” IS Management policy. Facilitate major incident conference bridges/meetings in support of network outage resolutions. Coordinate IS community communications between managers, resolvers, and B2B (business to business partner/vendor) relationships in the form of real-time standardized nontechnical notifications that encompass the status of (server, switch, or application) outage, resolver’s actions to resolve the problem and the overall impact to the business regarding affected users.

Work Experience 8

Title: Network Operations Support Analyst, Shift Lead

Company: Northrop Grumman Corp.

Location: Lafayette, Colorado

From: 09/2006 - 06/2007

Supervise a team of three support analysts (front-end days). Compile data for and host the daily customer trouble ticket status report meetings at the end of the shift. Provide daily after-action reviews, escalations, and follow-up actions to the NOC department heads & Director of Operations. Ensure that all shift staff members are kept informed on procedural updates. Oversee the remote monitoring of multiple network platforms/servers/switches/routers-circuit-TELCO channels via HP Open-View (HP OVO), and Windows/Unix (Red hat). Oversee the vendor reporting, ticketing, and escalation tracking process through resolution utilizing Remedy, Peregrine, and Siebel ticketing tools. Train new hires on the local use of ticketing, surveillance, and notification tools/procedures and ensure compliance through quality assurance oversight in accordance with ITIL/ISO 9000 guidelines.

Work Experience 9

Title: Enterprise Accounts Manager/Help Desk, Senior Technical Support Engineer

Company: Integrated Research

Location: Denver, Colorado

From: 07/2005 - 05/2006

Named project management support engineer, providing front/backline support services for critical systems/surveillance across multiple OS platforms (IP Telephony, Tandem NSK, Windows, and UNIX Redhat/Linux) to on-site Systems/NOC administrators. Track trouble ticketing issues via Infra ticketing systems, email, and telephonic communications. Coordinate multiple party weekly/bi-weekly conference calls/WEBEX status updates and provide timely resolution to software integration/implementation issues. Provide timely software patch release updates. Acted as customer liaison for internal support issues from initialization through resolution.

Work Experience 10

Title: Network Operations, Technical Center Lead/MVS operations Support (Consultant)

Company: IBM

Location: Boulder, Colorado

From: 01/2005 - 06/2005

MVS Operations

• Resolve customer technical support escalation issues via telephone, email, IM, and on-site.

• Assist customers in identifying root cause analysis of Fault Symptom Coding.

• Document activity in the customer database and ensure compliance with value-added policies & practices.

• Review caseload and manage remote machine-generated service calls, identify, isolate, and resolve equipment failures.

• Support Windows/Office applications regarding installation, end-user training, and daily operations.

• Provide call center trouble ticket escalation support.

Work Experience 11

Title: Enterprise Services Project Manager/Wireless Voice over IP Technical Support Engineer

Company: Polycom (Formerly Spectra Link Wireless Corporation)

Location: Boulder, Colorado

From: 07/2000 - 11/2004

• Manage the enterprise customer support team consisting of five tier-2 support engineers.

• Resolve customer technical support escalation issues via telephone and teleconference.

• Provide oversight regarding specific client requirements as they apply to all SpectraLink products.

• Promote improved customer knowledge of SpectraLink policies and systems.

• Assign specific tasks and specified special projects to team members.

• Identify product deficiencies and communicate new requirements to the development team.

• Monitor IVR/ACD, establish metrics, collect performance data, and monitor/QA supports calls.

• Officiate over weekly team meetings, review caseloads, and develop action plans for existing issues.

• Participate in product hardware and software evaluations and validations (alpha/beta-field testing).

• Write annual performance evaluations, and approval set goals to assist in each team member’s success.

• Participate in the panel interview process for new hires.

Work Experience 12

Title: Network Operations, Data Center Lead/MVS operations Support (Consultant)

Company: Cahners Business Information Systems

Location: Highlands Ranch, Colorado

From: 12/1998 - 07/2000

Manage a team of five operations specialists. Assign tasks to be performed throughout the twelve-hour shifts. Generate performance reports to be provided to senior management on metrics and productivity within the operations center. Operate and maintain the IBM 390 mainframe platform and its peripheral communications hardware/software. Submit and monitor data processing jobs via EJES, JES3, MVS, and IDMS applications.

Work Experience 13

Title: IT Technical Support - Customer Service Help Desk Manager

Company: Western Union/American Express, First Data Corporation

Location: Greenwood Village, Colorado

From: 02/1994 - 10/1998

Supervise a support staff of 19 financial services Account Reconcilers/Balancers

Write annual Personnel Performance Reviews, interview potential new hires, and terminate staff in accordance with HR-established procedural guidelines.

Provided cost center impact reports to upper management

Oversee ACD/IVR, and QA customer support calls.

Performed new hire primary and technical review and up training documentation.

Mentor team members via interpersonal soft skills, coaching, and overall team building.

Conduct weekly team meetings to address staff issues and disseminate information/training and mind-shares.

Work Experience 14

Title: Customer Credit Accounts Manager, Customer Service

Company: Advanta/Fleet National Bank(s) Visa-Mastercard

Location: Colorado Springs, Colorado

From: 04/1996 - 08/1998

Advanta/Fleet Bank:

Supervise a support staff of 20 Credit Account Representatives (collections office)

Administer Personnel reviews and disciplinary actions.

Monitor/QA support calls and provide after-action feedback to team members.

Oversee Automated Call Distribution and call lists (ACD)

Performed new hire phone training support.

Assist team members with interpersonal conflict management.

Customer support services/technical coaching and overall team building.

Work Experience 15

Title: Technical Support Help Desk Manager

Company: Western Union, First Data Corporation

Location: Greenwood Village, Colorado

From: 02/1995 - 06/1998

Supervise a support staff of 15 Technical Support Analysts

Provided manager staff reviews and disciplinary action recommendations.

Oversee Automated Call Distribution and Integrated Voice Recognition Systems (ACD/IVR)

Performed new hire technical review interviews.

Processed point-of-sale trouble ticket escalations as a tier 3 Analyst.

Customer support services/technical coaching and overall team building.

Established call center support schedule and supervised semi-annual shift bids.

Work Experience 16

Title: Payroll Disbursement/Operations Manager

Company: STANDBY Personnel Inc.

Location: Colorado Springs, Colorado

From: 04/1993 - 02/1994

Supervised four-member staff during daily payroll operations, set up new accounts and provided ongoing customer service to the existing client base. Responsible for the disbursement of the operational budget, interacted with vendor support contractors, and managed all IT functions. Managed daily payroll disbursements to dispatched labor staff in excess of $15,000. Required: MS Windows, Paymaster, Lotus 123

Work Experience 17

Title: Lead Software Tester

Company: Loral Command & Control Systems

Location: Colorado Springs, Colorado

From: 10/1992 – 01/1993

Insured proper hardware/software interface during development and testing of the U.S. Army's Automated Maneuver Control System (MCS) segments 10/11. Documented all test activities and discrepancies to be corrected in future releases. Conducted both formal and informal testing of overall system performance

Required: Unix, X-windows, MSWord, LotusWorks.

Work Experience 18

Title: MVS Mainframe Computer Operator/Data Librarian

Company: Kaman Sciences Corp.

Location: Colorado Springs, Colorado

From: 01/1991 – 06/1992

Actively maintained the offsite automated media library for the Space Warning Information Systems Complex (SWISC), Peterson Air Force Base/North American Aerospace Defense Command (NORAD). Performed scheduled systems operations maintenance and assisted users in data retrieval and recovery.

Required: WordStar, MS WordPerfect, Lotus123, COBAL, EJES, JES2, SQL, Dbase III, RPG, JES, CA1

Work Experience 19

Title: Military Policeman/RTO Dispatcher, Computer Operator

Company: United States Army

Location: 4th Infantry Division (Mech), Fort Carson, Colorado

From: 07/1987 – 08/1990

Secret Security Clearance:

Operated and maintained the Major Command's IBM/AS400, LAN, and auxiliary PCS. Provided training certification to new users; maintain security access control/audit tail for all systems and users. Maintained archive of end-user certification for Military Police Desk staff regarding access to the Colorado Bureau of Investigation and National Criminal Information Computer (CBI/NCIC) IT networks.

Work Experience 20

Title: MVS Mainframe Computer Operations Help Desk Manager/Programmer Analyst - NCOIC

Company: United States Air Force

Location: 380th Bomb Wing, Plattsburgh Air Force Base, Plattsburgh, New York

From: 08/1981 – 04/1987

Secret Security Clearance:

United States Air Force - Plattsburgh AFB, Plattsburgh, NY

Managed overall operations and supervised nine analysts in the maintenance of the Automated Media Library in support of the 380th Bomber Maintenance Group, Plattsburgh Air Force Base/Strategic Air Command 8th Air Force. Performed scheduled systems operations maintenance, and provided archival data retrieval services for end users. Directly assigned staff members with tasks and duties to be performed within the data center.

EDUCATION CERTIFICATIONS PROFESSIONAL DEVELOPMENT

Education 1

University of Maryland

Associate Degree - Applied Computer Sciences

From: 01/1985 – 04/1987

Education 2

Project Management Professional-PMP Project Management Institute

2009

Education 3

ITIL Foundation III - Training

2009

Education 4

Cisco Wireless Network Administrator - Training

Planet3 Wireless

2004

Other Relevant Experience:

In-flight Aero Medical Evacuation Specialist

Supply Logistics Squadron Material Facilities Supervisor - United States Air Force

Administratively separated to accept active-duty Air Force contract United States Marine Corps

Military Police Internment/Resettlement Specialist Information Technology Specialist

United States Army

Community College of the Air Force - Automated Systems Analysis

PC Networking, Business software applications

ISI Computer Training Center: Basic Accounting recertification course

Automated Data Systems Analysis

US Air Force-Air University Aircraft/Missile weapons systems operations analysis

Automated Systems Analyst, Communications Systems Analyst

Information Systems Communications LAN/WAN systems Analysis

1981 - 1991

Skills:

Active Directory

Relationship Management

Business Relationships

Budgeting Skills

Decision-Making Skills

Forecasting Skills

Managing Partner Relationships

Client Relationship Management

Call Center Management

Call Center Applications

Call Management

Call Center Administration

Conflict Resolution

IT Management

Service Center Management

Performance Coaching

Performance Training

Growth Coaching

Business Communications

Cost Center Management

Budget Management

Personal Budgeting

Major Incident Management

Incident Management

Customer Service Management

Customer Accounts

Data Center Management

Managed Data Center

Data Center Support

Disaster Recovery

Disaster Recovery Process

Help Desk Management

Help Desk Support

IT Help Desk

IT Service Management

IT Process Improvement

Sourcing and Procurement

Procurement Purchasing

Business Procurement

SAP Operations

ServiceNow Incident Management

Software Documentation

Skills (continued):

Team-Oriented Leadership

IT Leadership

Technical Support

Staff Leadership

Negotiation Skills

Customer Technical Support

Technical Product Support

Program Management

Change Management

Wi-Fi Networking

VoIP Networking

Wireless Telecommunications

Vendor Management

Risk Analysis

Delivery of Projects

Vendor Invoice Management

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