Customer Service Call Center

Stacy Woodard

***** ******* *****, ********, ********, 20110, US • 703-***-**** • *****.***********@*****.***

PROFESSIONAL SUMMARY

Self-motivated IT leader experienced in managing teams of diverse individuals and building intradepartmental consensus, looking for challenges in Cybersecurity. Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements, who brings a customer focused approach to support and security. Driven to expand on existing knowledge and skills while encouraging staff to do the same.

EDUCATION

Cybersecurity and Information Assurance - Bachelor of Science - 2022

Western Governors University - Millcreek, UT

WORK HISTORY

Endpoint Engineer II - January, 2022 to Present

Long & Foster Companies - Chantilly, VA

Ensure Endpoints adhere to requirements for asset tracking, configuration, security, patching, problem remediation and activity logging Provide necessary detailed, summary, and executive level reports to track compliance and business requirements

Ensure necessary tools and systems are maintained in compliance with HSoA and Long & Foster requirements Coordinate with multiple business units for Endpoint configuration, updates, and problem remediation Provide guidance to the Endpoint Systems Engineer I

Respond to management requests regarding Endpoint information, tracking, compliance, and remediation Participate in the "on call" rotation for receipt and resolution of SIEM related high severity issues

Utilize established processes to ensure corporate supplied / authorized Endpoints continuously adhere to all established configuration, patching, security, asset tracking and activity logging requirements making any needed changes as warranted

Remediate Endpoints that fail to meet the prescribed requirements in a timely fashion

Ensure that all tools and systems are maintained and provide information that is accurate and complete Proactively contribute to the development and maintenance of Endpoint management policies and procedures Provide information for use in all necessary compliance and activity as requested

Act as liaison with HSoA for Endpoint related informational, remediation, and compliance requests

Manage software licenses for the company to include working with vendors for renewals and purchases and ensuring license inventory in accordance with company guidelines.

Service Desk Manager - March, 2017 to December, 2021

Long & Foster Companies - Chantilly, VA

Recruited, trained, and managed career development of a team of 13 Service Desk technicians in support of Long & Foster’s 14000+ member end user community

Maintained high quality control standards for service desk operations through daily reporting to senior leadership as well as monthly one on one developmental meetings with staff

Provided cross divisional leadership with internal business units and vendors to facilitate resolution of critical issues.

Worked with external vendors to identify and resolve customer facing issues and prioritize in order of greatest impact to the company Anticipated end user needs and advocate on behalf of the Long & Foster community for product enhancements

Responsible for hardware and software vendor relationships, product research, purchasing and deployment plans. Lead project team for replacement of old Web Service desk ticketing system with new FreshSuite ITIL platform

Coordinated with stakeholders on all user affecting product launches and releases to ensure the end user experience is given priority consideration. Crafted documentation and messaging to best advise users of upcoming changes and how to successfully navigate them

Created support documentation that empowers and enables IS staff to extend skills, leverage system features and find resolutions to questions without intervention from management team

Coordinated schedules to ensure Service desk SLA targets are daily

Addressed customer concerns and identify opportunities for process and training improvement

Key party in developing security requirements for all Long & Foster accounts in conjunction with Home Services of America cyber security department. Responsible for planning roll-out schedule including communication and support staffing requirements.

Led Service Desk team during successful companywide implementations of email conversion to Office 365, transition to new agent and office websites, replacement of central Accounting software with Profit Power, and enrollment of staff to Multi Factor Authentication

SME for company ticket system, FreshService.

Provided cross-functional leadership in securing compromised network accounts and investigating wire fraud cases

FTC Service Desk Technician, Senior - November, 2010 to February, 2017

AECOM - Chantilly, VA

Provided technical and customer service support via telephone and email interactions with all levels of FTC staff from interns through the Chairwoman of the FTC

Managed Remote Server Access tokens

Evaluated requests for software and equipment based on employee needs based on Commission guidelines

Provided telephone support for mobile devices, e-mail accounts, e-mail archives, software installations, security updates, lost equipment notifications, PII leakage reporting, conference call scheduling, web conferences, website unblock requests, defragmentation of hard drives, installation of network printers, mapping network drives, and configuring wireless capability on FTC laptops

Maintained Active Directory to ensure deactivated accounts and computers were removed in accordance with FTC requirements Trained call center personnel on updates to existing methodologies and processes as they evolved

Imaged computers for deployment and installed required software

Service Desk Analyst II - AKO/DKO Help Desk - October, 2009 to November, 2010

Salient CRGT - Tysons, VA

Communicated with internal and external customers and the user community.

Performed immediate analysis of problem resolutions and implement corrective actions to improve first call resolution and avoid recurrence. Collaborated with Tier 3 teams to ensure the user's needs are met and issues were satisfactorily resolved

Provided tips and troubleshooting strategies that could be applied in the knowledge base. Reviewed solutions contained within knowledge submissions to ensure technical accuracy.

Provided input to the Help Desk knowledge base, regarding procedures, IFAQs, EFAQs, process flows, business process management process, etc. Actively managed tickets for absent staff to ensure they are appropriately escalated, when needed, to Tier 3.

Ensured the utility accounts, guest accounts, and Local National and Foreign Officer accounts are processed daily and tracked for completeness. Provided support to pilot programs when needed as the front-line testers, from trials through implementation.

Documented lessons learned and feedback for training as required.

HIPAA Compliance CIS Compliance Software deployment Data security

Team management Staff development Problem resolution

SKILLS

Strong Interpersonal and written communication Conflict resolution

Process improvement Extremely organized Technical support

Scheduling and calendar management Project Planning

CERTIFICATIONS AFFILIATIONS

CompTIA CASP+

CompTIA Network+ CompTIA Project+ ITIL Foundation v4

CompTIA IT Operations Specialist CompTIA A+ Technician

Order of the Sword & Shield, National Honor Society

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