Customer Service Desk
Resume:
XUAN NGUYEN
(Active Top Secret Clearance)
IT Manager with more than 15 years of Government contracting experience specializing in Acquisition, Management and Distribution of assets, Project Management, Change Management, and Service Desk. Over 30 years of experience managing staff, coordinating shift schedules, tracking and reporting metrics, and managing contractual Service Level Agreement performance measures.
SUMMARY:
Experienced IT professional with over 24 years of management experience and 15 years Information Technology experience with strong focus on Customer Service Desk and Project Management.
Primary responsibilities include reviewing, administering and implementing change management processes and procedures, continuously assessing change management needs, developing and implementing plans to elevate the maturity of the change management process. Receive, configure, deploy and troubleshoot Blackberry devices and services to end-users and provide training.
Diagnostic/Troubleshooting Incident/Change Management Core Processes. Monitor Blackberry usage via Blackberry Manager 4.1. Create, modify and delete user accounts and objects (computers) via Active Directory. Provided delivery management to ensure customer satisfaction and reference-ability
Led three teams composed of 45 personnel in the areas of Help Desk, Account Management, Desktop, and Software support. Serve as liaison between Verizon, the Action Officer and the user by submitting, tracking and overseeing the installation, modification or removal of telephone service or features using Service@Once. Monitor “real time” call volume and notify the call center manager to reallocate resources to meet the demand. Provide daily call volume reports and trend analysis to government personnel. Followed ITIL methodology as a guideline by providing change, problem and configuration management with proper documentation for historical archiving of all documented outages
Possess excellent analytical problem-solving decision making and communication expertise.
Recognized for successful implementation via a Change Control Process.
Respond to and resolve customer complaints or resolve technical problems
Participate in team meetings, configuration control board (CCB) meetings, and architecture review board meetings. Interview potential employees and provide written appraisals. Work as a liaison between OJP, Help Desk, and System Support staff.
Extensive experience managing staff, coordinating shift schedules, tracking and reporting metrics, and managing to contractual Service Level Agreement performance measures.
CLEARANCE:
US Department of State – Top Secret
US Department of State – Secret (Active 2020)
US Department of Justice – Public Trust
EDUCATION:
Pasadena Community College, Pasadena, CA BS Business Administration 1989
CERTIFICATION / TRAINING:
CompTIA Security + 2020
SCOM 2013
Blackberry Enterprise Service V10 2013
ITIL V3 IT Service Management 2009
Verizon Service@Once 2008
Blackberry Administration 2008
Customer Service Training 2007
Grants Management Systems Certificate Course 2007
Stellar Customer Service Phone Support Training 2006
SOFTWARE:
Windows 7 &10, XenMobile, XenApp, Xen Desktop, Mac O/S, MS Server 2008, Active Directory, Solar Winds, Blackberry Enterprise Server 10, MS Office 365, MS Team/CVR, SharePoint, Active Directory, Remedy, Citrix, Adobe LiveCycle, CA Tools, JAVA, RSA, SCOM, Active Client, Oracle 9i, Grant Management System, FMIS, Financial Reporting, HEAT, CCMIS, Service@Once, Automated Call Distribution (ACD), Verizon Contact Center (VCC)
HARDWARE:
Dell, HP, MacBook and iMac computers; iPhone, iPad, Android and Blackberry wireless devices.
PROFESSIONAL EXPERIENCE:
Department of State March 2023 – Current
IT Service Desk Manager
Manage the day-to-day operations of the CSC Department of State Executive Support Service Desk team of 20 team members.
Provide on-site and off-site IT support for the Secretary of State and other VIP personnel in a 24/7 environment
Coordinate with other Departments or outside vendors to resolve customer issues in a timely manner
Manage team workloads to ensure they meet deadlines while providing excellent customer service
Ensuring submitted incidents and requests are responded to and addressed by the Service Desk team within defined SLAs and XLAs, while ensuring minimal submissions are escalated to IT and Security leadership as needed
Recommend changes and enhancements to existing Service Desk systems; co-lead implementation of these changes with Tier III support
Pentagon, Joint Service Provider April 2021 – March 2023
IT Project Manager
Plan, organize, implement and manage Pentagon classified and unclassified hardware and software library
Coordinate production releases and roll-outs of major and minor hardware and software updates
Initiate the authorization or re-authorization efforts and process for new or expiring systems and coordinate, schedule, and attend required meetings
Take corrective action to resolve problems identified and ensure only the latest and secured versions of approved software and hardware are installed on systems, while identifying and disposing of vulnerable hardware and software components in accordance with established policies and procedures.
Communicates with internal team members across multiple areas and customer team members
GDIT Army National Guard, C2 Command and Control Organization Jun 2017 – Mar 2021
IT Service Desk Manager
Manage a staff of 19 Help Desk engineers/technicians in a 24x7 environment. Lead a multi-tier support environment working through and with subordinate managers/leads to ensure cross-program operational success.
Participated in Change Management, Configuration and Problem Management processes by developing, implementing and improving on existing and newly developed processes.
Developed, implemented, and supervised ITIL processes and standards while monitoring SLAs.
Use Automatic Call Distribution (ACD) to receive calls from customers while leveraging the tool to manage agent availability during peak times all while reducing wait times, increase customer satisfaction and efficiency in the call center.
The customer point of contact and User Support Center (USC) liaison for standard and VIP user requests and incidents. Complete and document trouble tickets using Remedy. Implement, update, manage and improve policy and procedures within established SLA time windows.
Developed and maintained Standard Operating Procedures (SOP) for the USC Help Desk support functions (e.g. escalation processes).
Maintain staff schedules ensuring 24/7/365 coverage is available for the USC. Provide both management and technical coverage to the USC during scheduled shift. Provide ‘Mission Essential’ support availability, including physical coverage during inclement weather, holidays, and government closure. Respond to telephone, electronic mail, and/or walk-in requests for support for all systems and equipment within the IT environment.
Interviewed potential employees, manage and completed annual written appraisals to include disciplinary action with Human Resource oversight.
Department of Defense US Army Halfaker & Associates Apr 2016 – May 2017
Service Desk Manager
Description: Lead a team of 4 technicians, who provided direct end-user support to over 200 local users for application development and implementation.
Developed, implemented, and provided oversight for Information Technology Infrastructure Library (ITIL) processes and standards while monitoring SLAs.
Responded to and resolved customer complaints or technical problems
Using Adobe LiveCycle, we developed, tested and deployed training publications to over 80,000 soldiers globally by way of print, electronic transfer or web based.
Defense Civilian Personnel Advisory Service (DCPAS) May 2014 – Apr 2016
Service Desk Manager
Supervise a team of 4 Service Desk technicians and 4 Server team members in providing daily operational and video teleconference support for DCPAS. As the escalation point of contact, I manage all requests, incidents and problems while overseeing processes, standards and service level agreements (SLA). I respond to customer complaints, resolve technical problems and provide root cause analysis to systemic problems to include “deep diving” into ticket resolutions while keeping key government personnel informed to the status of critical issues.
Department of State SkyePoint Decisions, Inc. / SAIC Nov 2010 – May 2014
Shift Supervisor, Mobile Computing Engineer
As Shift Lead for Tier 2 Mobile Computing, I oversee a team of 6 technicians providing technician support for Go, Xen Mobile, Xen Desktop and Blackberry to over 450,000 State Department users. As lead, I monitor and report all “Hot Issues” while maintaining a constant state of readiness by managing employee schedules and availability. Duties also include monitoring global mission essentials servers using SCOM, patch management, creating, modifying and deleting user accounts via Active Directory. We support Tier 3 by participating in weekly server maintenance and providing Tier 2 support to the IT Service Center.
As the liaison between the State Department and SAIC, the Shift Lead is responsible for identifying, escalating, managing and reporting all system outages until technicians resolve the problem.
Worldwide Information Network Systems (WINS) Mar 2006 – Nov 2009
Change Manager/Service Desk Manager
Customer Department of Justice, Office of Justice Programs (OJP)
Primary responsibilities include reviewing, administering and implementing change management processes and procedures, continuously assessing change management needs, developing and implementing plans to elevate the maturity of the change management process. Receive, configure, deploy and troubleshoot Blackberry devices and services to end-users and provide training.
Diagnostic/Troubleshooting Incident/Change Management Core Processes. Monitor Blackberry usage via Blackberry Manager 4.1. Create, modify and delete user accounts and objects (computers) via Active Directory. Provided delivery management to ensure customer satisfaction and reference-ability.
Led three teams composed of 45 personnel in the areas of Help Desk, Account Management, Desktop, and Software support. Serve as liaison between Verizon, the Action Officer and the user by submitting, tracking and overseeing the installation, modification or removal of telephone service or features using Service@Once. Monitor “real time” call volume and notify the call center manager to reallocate resources to meet the demand. Provide daily call volume reports and trend analysis to government personnel. Followed ITIL methodology as a guideline by providing change, problem and configuration management with proper documentation for historical archiving of all documented outages
Possess excellent analytical problem-solving decision making and communication expertise.
Recognized for successful implementation via a Change Control Process.
Respond to and resolve customer complaints or resolve technical problems
Participate in team meetings, configuration control board (CCB) meetings, and architecture review board meetings. Interview potential employees and provide written appraisals. Work as a liaison between OJP, Help Desk, and System Support staff.
Create, modify and delete network accounts for federal and contract employees using Active Directory and Adobe American Management Association (AMA) automated software. Create, update and close trouble tickets using HEAT ticketing system. Provide account management training and assistance to numerous Administrative Officers who support over 1,200 users.
Provide technical support to over 30,000 grant management users of the grant management program, to include resetting passwords, coaching users with progress reporting modules, and financial progress reports via telephone and email. Serve as liaison between IT Engineering groups and the grantee.
pH 4.5 Studio Hair Salon Dec 2003 – Nov 2006
Owner, Manager
Managed all aspects of the business to include, but not limited to accounting, inventory and vendor contracts. Negotiated employment contracts for 15 fulltime employees, prepared and conducted performance evaluations and executed termination when necessary. Trained staff on customer service, policy and procedures.
Regis Hair Salon, Pentagon Mall Mar 1996 – Nov 2003
Change Manager/Service Desk Manager
Managed a 15-person hair salon, made hiring decisions and trained employees on customer service and company policy and procedures. Prepared and delivered performance feedback and executed termination of employment when necessary. Ordered supplies and services, ensuring salon did not exceed budget. Established and enforced commission goals for all employees. Negotiated janitorial services contract and monitored contractor performance.
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