It Support Change Management

Jason Howard

Riverdale, MD 202-***-**** *********@*****.***

OPERATIONAL LEADERSHIP & EMPLOYEE DEVELOPMENT

Specialized in: Business Strategy, Order Fulfillment, and Process Improvement

Analytical and innovative professional with progressive experience in operational strategy, change management, and process improvement. Proven record of success in detail-oriented and fast-paced work environments requiring a high sense of time management, problem-solving proficiency, and leadership abilities. Adept at accomplishing various KPIs by maximizing efficiencies, reducing expenses, and implementing innovative solutions that increase consistency, streamline operations, and improve upon established SLAs. Accomplished communicator and trainer skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.

Continuous Improvement Standard Operating Procedures Team Leadership Policy Development

Change Management Training & Development Order Fulfillment Operations Efficiency Data Analytics

Communication Strategic Partnerships Safety Initiatives Inventory Management Problem Solving SLA Management

Professional Experience

BlueVoyant – IT Support and Logistic Specialist Riverdale MD October 2022-December 2023

Strong previous experience with end user support

Experience in supporting users with macOS, Windows, Okta, Microsoft 365, Google Workspace, Slack and Zoom, SolarWinds Service Desk

Organized and methodical with the ability to follow through on completing tasks assigned.

Experience in the organization and tracking of IT assets.

Experience with basic JAMF troubleshooting.

Experience in the use of JIRA and Confluence for tracking project tasks and creating.

documentation

Experience working under industry standard security / compliance frameworks.

Take on day-to-day support requests as they appear in the queue, delivering high quality solutions for our end-users.

Coordinate with IT Manager on asset management and inventory tracking

Oversee shipping and returns of hardware and peripherals for end users.

Proactively organize and maintain warehousing of IT inventory.

Assist other IT Support Analysts and IT System Administrators with tasks.

Program Manager - MSTI/ United States of Department of Veteran Affairs Landover MD January 2022 – September 2022

•Define project scope, goals, and deliverables that support business goals in collaboration with senior management and stakeholders.

•Develop full-scale project plans and associated communications documents.

•Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion. .

•Draft and submit budget proposals and recommend subsequent budget changes where necessary. Estimate the resources and participants needed to achieve project goals.

•Determine the need for additional staff and/or consultants and make the appropriate recruitments if necessary during the project cycle.

•Set and continually manage project expectations with team members and other stakeholders.

•Delegate tasks and responsibilities to appropriate personnel.

•Identify and resolve issues and conflicts within the project team. Identify and manage project dependencies and critical path.

•Plan and schedule project timelines and milestones using appropriate tools. Track project milestones and deliverables.

•Develop and deliver progress reports, proposals, requirements documentation, and presentations.

•Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.

•Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

•Define project success criteria and disseminate them to involved parties throughout the project life cycle.

•Coach, mentor, motivate, and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.

•Build, develop, and grow any business relationships vital to the success of the project.

Property Specialist – EMCOR/US Government Accountability Office Washington DC June 2021 - September 2021

•Updated property records, resolved property incidents, and contract closeout activities.

•Scan inventory of common areas throughout HQ and preliminary blind inventory for ARM and ISTS special rooms.

•Documented assets found in provided spreadsheet using Microsoft access. Update property records into assets database when new information is received from users and project managers.

•Informed Program and Project Managers (or their designees) in the effective management of Government and Company property.

•Inventory and the reconciliation the agency’s assets as directed by the CPBM or their designee

•Conduct email outreach to offsite employees and others as necessary. Performs multiple rounds of follow-up as necessary.

•Utilize GAO Asset management software, Microsoft Access and Excel to retrieve and input data.

•Perform pre and post inventory audits in order to determine inventory effectiveness.

•Effectively coordinate inventory activities with staff members so as to minimize operational disruption and maximize inventory effectiveness.

Logistic Manager – Alutiiq/United States Department of Agriculture Washington DC March 2020 - May 2020

•Responsible for tracking and maintaining information technology (hardware, software) Inventory to include coordination of receipt, DD1149 and DD250 documentation processing and archival and software license management.

•Maintaining accurate records in order to conduct timely software license renewals and equipment refresh.

•Coordinate the logistics of inbound and outbound shipment via the GSA CDM Defend Prime contractor, Booz Allen Hamilton and ISCM CDM Prime customers at components agencies.

•Utilize the maintained and accurate artifacts and inventory for appropriate budget planning, forecasting and acquisition.

•Post all artifacts on the CDM SharePoint site and other data repositories as directed/ needed.

•Interface with USDA financial and property to ensure the USDA central property database is kept current with the status of CDM assets.

•Provides monthly reporting on whether the asset is still in use for the purpose for which is was acquired and assisting in filling out required paperwork to document change in status

Operations Manager – FrontPoint Vienna, VA (2017–2019)

•Provided leadership and direction for the organization’s fulfillment center, managing 50+ frontline employees and overseeing employee development, order processing, and quality initiatives.

•Managed efficient operations for the entire order lifecycle, collaborating with software development, HR, IT, and call centers.

•Responsible for ensuring daily operations were completed within SLA. Including but not limited to: express and ground outbound shipments, post-sale changes, inbound returns, customer refunds, and e-mail response.

•Generated and interpreted data for monthly forecasting requirements, inventory/labor needs, performance analytics, employee activity and order trends. Presented statistical reviews regularly for COO, VP and Director level executives.

•Developed department’s performance management system, holding employees accountable for their day to day activities.

•Obtained 100% quality control (QC) on all outboard orders. Recruited and developed a quality control team and implemented a defined inspection process. Achieved company-best DPMO metrics, eliminating 300+ customer calls per month.

•Served as change agent during major operational overhaul, guiding department from one shift to a multi-tiered shift schedule

•Attained top employee retention and engagement scores, mentoring staff members and developing employee career paths.

•Played an integral role in strategic human resources initiatives including talent management, policy development, performance guideline, and safety development and succession planning.

•Conducted all employee sourcing, hiring, onboarding, training, and end of year compensation reviews.

•Partnered with strategic business partners, including FedEx and Alarm.com, to improve daily operational performance.

•Created and maintained the department’s Standard Operating Procedure (SOP) catalog.

•Managed all financial functions for the department including payroll, commission analysis, and quarterly budgeting.

•Reduced labor expenses by $100K annually, consolidating order steps and creating 5S and one-piece flow workstations.

•Served as business process owner with new product launches and initiatives across the organization.

Supply Chain Supervisor (2015 – 2017)

•Supervised performance of fulfillment technicians, creating work schedules and generating statistical reports.

•Established a positive working environment and oversaw daily fulfillment operations, achieving multiple responsibilities by multitasking and prioritizing tasks.

•Trained and mentored new technicians, providing on-going coaching for company policies and procedures.

•Improved longstanding service level agreement (SLA) between the fulfillment department and call center by developing a department-specific training program.

•Established reputation for operations excellence, excelling as collaborative leader and forging superior relationships.

Supply Chain Technician (2012 – 2015)

•Administered data entry functions and quota driven initiatives, processing customer orders for home security, home awareness, and home control products.

•Managed the order lifecycle, preparing shipping invoices, performing quality checks, and assisting with inventory management.

•Processed defective equipment returns, delivering superior service and ensuring customer satisfaction.

•Partnered with interdepartmental staff members and key vendors to achieve production records.

•Promoted to supervisor after showing commitment and dedication to organizational goals.

Education, Professional Development

High Point High School, Beltsville, MD, High School Diploma - 2000-2004

Prospect College, Washington, DC, PC Specialist Certification - 2011-2012

Lean/Six Sigma Black Belt Certification – Staff Training (Aveta Business Institute)

FY21 Safeguard GAO Information Mandatory Certification - 2021

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