Skills Summary:

An accomplished and professional Team Lead with twelve years of extensive experience in providing support to users of various information management systems.

Certified Help Desk Institute (HDI) Certified Instructor and Support Center Analyst.

Strong interpersonal and communication skills, team player, and confident, solid presenter.

Extensive knowledge of account management, knowledge Articles, templates, and incident review for ServiceNow and BMC Remedy’s ITSM.

Skilled in analyzing and evaluating performance metrics, identifying trends, and implementing process improvements.

Proficient in Microsoft Office Applications such as Word, Excel, PowerPoint, and Outlook.

Experienced in conducting User Acceptance Testing and providing feedback for ITSM software upgrades and ServiceNow.

Ability to manage projects, organize meetings, and coordinate cross-functional collaboration.

Holds a Bachelor of General Studies degree and an Active Secret Security Clearance.

Professional Experience:

Computer Systems Analyst II/Team Lead/HDI Certified Instructor

Naval Warfare System Center Atlantic, Integrated Service Center (ISC)

05/2018 – Present

Led a team of customer service representatives, providing guidance, training, and conflict resolution.

Played a key role in writing policies and procedures, including creating knowledge articles and guides for the team to use.

Managed account management processes, ensuring proper handling of user accounts and permissions.

Developed and maintained training documentation, SOPs, and knowledge articles in NEITSM and ServiceNow.

Reviewed metrics and correlated staffing with team activities to ensure proper coverage.

Collaborated with several program managers regarding the programs supported by the team, providing insights and support as needed.

Acted as a technical advisor and liaison between upper management, government and personnel.

Conducted User Acceptance Testing for ITSM software upgrades and ServiceNow.

Conducted quality assurance evaluations and monitored calls to maintain service quality and improve customer experience.

Deputy/Subject Matter Expert/Help Desk Analyst

Naval Warfare System Center Atlantic, Enterprise Service Desk (ESD)

01/2015 – 05/2018

Provided Tier 1 support, ensuring accurate and timely resolution of user issues.

Managed case management processes, ensuring accurate tracking and resolution of user issues.

Utilized Remedy Incident Management module to log and manage incidents and service requests.

Trained new employees and collaborated with internal teams to escalate unresolved issues.

Service Desk Technician – Tier 2

Deloitte Consulting LLP

02/2012 – 11/2014

Provided help desk support for the United States Department of Agriculture/National Finance Center for the Pre-Existing Condition Insurance Plan.

Managed case management processes, ensuring accurate tracking and resolution of user issues.

Utilized Remedy Incident Management module to log and manage incidents and service requests.

Trained new employees and collaborated with internal teams to escalate unresolved issues.

Analyzed trends and identified ways to prevent future problems.

Trained, coached, and mentored Service Desk Specialists.

Monitored calls and conducted quality assurance assessments to uphold service standards and enhance client satisfaction.

Education:

Bachelor of General Studies

Southeastern Louisiana University, Hammond, LA, December 2009

Certifications:

HDI Support Center Analyst (SCA) Certified, Cert# 3_1188263_1013, Granted by HDI, 2015

HDI Certified Instructor, Granted by Help Desk Institute (HDI), 2017

Computer Skills:

Operating Systems: MS-DOS, Windows XP, Windows 7, Windows 8, Windows 10

Software: SAP Business Objects, BMC Remedy ITSM/ARS, ServiceNow, MS Office, QuickBooks, ORACLE ERP

Professional Recognition:

Certificate of Appreciation, Outstanding Leadership Award, May 2022

Certificate of Achievement, April 2017

Employee of the Month Nomination, April 2016

Cash Awards: Deloitte Applause Award, June & December 2012; November 2012 Volunteer Work & Community Involvement:

Moisant Kiwanis Club volunteer worker, Jefferson Parish, Louisiana

Help Desk Institute (HDI) Member

Professional References: Available upon request.

Contact this candidate