Service Desk Technician, Customer Service Manager

EXECUTIVE SUMMARY

A consummate professional with extensive experience providing superior managerial, technical support and analysis, office administration, customer service and service desk operations.

SPECIALTIES: Proven record of excellence in office management, service desk, customer service and executive management. Excellent communication and people skills with emphasis on customer service resolution. Highly specialized skills in numerous IT applications including ServiceNow (version Tokyo/Vancouver); RSA Security Console; Active Directory; Avaya EMC; Avaya CMS Supervisor; Bomgar; XenMobile10.7/MDM; Azure; ECP/Exchange Admin Center; Citrix Receiver; SCCM (System Center Configuration Manager);, BMC Remedy; MS Office o365/m365 software (Word, Excel, PowerPoint, Outlook, Publisher, OneNote, Visio, Project and Access), MS TEAMS; Corel, WordPerfect Office and Adobe Suites; Lotus applications and all versions of Windows operating systems (3.1, XP, Windows 10 and Windows 11 Enterprise) on multiple platforms. Limited experience with SCOM (System Center Operations Manager); SolarWinds Orion; EMC Networker.

EXPERIENCE

Jul 2011 – Jan 2025

RCG (Reston Consulting Group) / US Dept of Treasury Service Desk Manager / SME

Managed a team of Service Desk Technicians in areas of cyber applications to provide customer optimal resolution for reported issues, requests, problem tickets by direct result or escalation.

Provide support to the OCIO Departmental Offices IT Information Management Systems infrastructure. Diagnose to correct troubleshoot and correct complex hardware and software problems in support of 5000+ employees and contractors in the OCIO, IRS, SIGTARP, FSOC, CFPB and other U.S. Treasury Bureaus locally in the DC Metropolitan Area and remote customers around the world by responding to ACD calls, emails, and walk-ins.

Diagnose issues to resolve problems for Customers using standard image GFE 32, 64-bit and zScaler laptops, desktops, developer workstations, MS Windows Enterprise, Windows 10 and Windows 11 Operating Systems; AI Virtual Agent, SafeBoot, Guardian Edge, McAfee and zScaler encryption, Android and iPhone PDAs, mobile devices, iPads, peripheral devices, and customized over-the-counter applications.

Use ServiceNow ticketing system to document, track and pro-actively provide feedback to Customers, the Program Management Office and contract teams regarding status updates and steps to provide support for Configuration and Problem Management, Virtual Agent, Change Control and Self Service Portal guidance to promote issues to resolution.

Provide technical support and instrucpption in computer hardware operation and customized COTS and proprietary software applications to the government contingent to help resolve problems using critical thinking, experience, incorporation of new technologies and best practice based on ITIL and CMMS methodologies.

Assist with training new employees in Service Desk policies and procedures to comply with security protocols and (SLA) service level agreements and superior Customer Service.

Obtained ITIL Lev. 4 Certification and a SECRET Security Clearance for this assignment.

Major Achievements

Worked in a team environment to collaborate with customers and organizations using best practice to facilitate a higher ratio of first call resolutions to total incidents completed.

Successfully converted the OCIO Service Desk from on-site to remote format while increasing productivity during Covid.

Successfully covered for other team Contract Managers when needed to facilitate sustained performance of company operations.

Completed the initial establishment, direction and ITSM technical training for the After-Hours Service Desk Support team.

Dec. 2010 – Jul. 2011

A-1 Foundation, Washington, DC Volunteer

Volunteered at local churches, nonprofits, community, and neighborhood organizations to assist with technical and mission-oriented work.

Conducted computer diagnosis, repair and maintenance on church, member, non-profit and small business systems.

Established, diagnosed and repaired wireless networks, failed server connections ISP configuration.

Provided technical support and instruction in fundamental computer operations and software applications to the community.

Major Achievements

Repaired and rebuilt computers for neighborhood seniors, and students preparing for college.

Jan. 2010 – Nov. 2010

CTI Resource Management Services, Inc. / Department of Veteran Affairs Help Desk Analyst

Worked with VA Help Desk Staff to respond via scripted responses to emails and phone inquiries for the My HealtheVet Program.

Investigated, analyzed, and provided unique responses to Help Desk inquiries for which no pre-existing scripted response could be applied. Ensured all non-scripted responses were free of grammatical, spelling, punctuation, and syntax errors.

Responded to several hundred email and phone inquiries per day.

Elevated assigned inquires to Tier 3 support when determined issues required knowledge of specific functionality, specialized area of expertise or when one-on-one care and handling was required.

Held a NACI Security Clearance for this assignment.

Major Achievements

Handled inquiries for special projects including the Blue Button Initiative instituted by White House mandate.

Compiled statistics for report categories and metrics.

Worked with VA Help Desk staff to maintain the Master Help Desk Response document of standardized scripts for phone and email queries including but not limited to:

- Registration assistance.

- Password and User ID assistance.

- Requests for information functional assistance pertaining to the MyHealtheVet website.

- Prescription Refill assistance.

- In-Person Authentication (IPA) Process Information for available VA facilities and services.

Nov. 2008 – Dec. 2009

Affiliate Organizations, Washington, DC Volunteer

Instructed community youths and the elderly in computer operations and maintenance. Provided technical support for computer systems configuration and software upgrades.

Conducted computer diagnosis, repair and maintenance on home, church and small business systems.

Setup wireless networks, diagnosed and repaired failed ISP connections.

Major Achievements.

Helped repair and rebuild computers for neighborhood seniors, children and teens preparing for college scholarships.

Apr. 2002 - Nov. 2008

The Arc of the DC, Inc., Washington, DC Interim Manager / Business Applications Supervisor

Diagnosed, repaired and upgraded Windows XP, Vista workstations and the system network for The Arc of DC, Commercial Services Division. Administrated the central email system and network access using Microsoft Server 2003 with Active Directory. Installed customized software, and configured new computers for Ethernet TCP/IP connectivity. Managed seven staff members in the daily operations of the Commercial Services Division to ensure congruent business operations, processed orders, invoices, addressed customer requests and scheduled timely delivery of services and products manufactured by the Signed, Sealed & Delivered shop. Served as the technical point of contact for vendors, District and Federal government contracts and developmentally challenged clients in the Employment and Commercial Services warehouse facility.

Provided help desk support and software operations training, migrated computer workstations, resolved customer issues; conducted system backups and repairs on User Resource Center computers and network systems for all departmental operations.

Completed special projects using Microsoft Office, Corel Draw, Visio, Adobe Photoshop and Open Office to develop presentations, marketing materials, corporate identity, graphic reports, quality control and database administration on customer databases.

Designed and mass printed desktop publications and templates for customers to produce marketing materials, client newsletters,

business cards, corporate letter head, flyers, invitations, and signage based on ADA specifications.

Major Achievements.

Decreased the end-of-month inventory report production and reconciliation times by over 40% by automating input systems and training staff in the application of spreadsheets, databases, and internet delivery systems technology (reducing data report compilation times from one week to 4 hours).

Created and maintained the customer and vendor databases, automated tasks for Supply Acquisition, Customer Order Tracking, Supportive Employment Job Development, Driver Manifest and Warehouse Inventory Management Reporting.

Redesigned Government JWOD and Commercial pricelists to generate invoices with tie-in to warehouse inventories.

Apr. 2001 – Mar. 2002

eCPU, Incorporated, Washington, DC Sr. Technical Consultant / Helpdesk Administrator

Managed an online web store used to market and sell merchant accounts, business supplies, telecommunication plans,

educational and household products to the online community.

Managed the corporate merchant account to maintain online purchase capability via ACH checks and all major credit cards.

Processed orders, setup shipping and handling arrangements to ensure product delivery in a timely fashion.

Administrated the ".com" and ".net" domain names for the company website.

Major Achievements

Handled customer service issues with a 94% success rate of all problems.

Nov. 1999 - Apr. 2001

R. Lewis & Company / NIH-URC, Bethesda, MD Technical Consultant / Helpdesk Coordinator

Provided tech support to NIH Medical Program staff and federal clients in the Office of the Director/HRDD/User Resource Center.

Installed, configured, maintained and upgraded PCs, application software, network servers, hardware components and peripheral equipment for the IT labs, classrooms, training workstations and staff offices.

Resolved issues from calls placed to the help desk, scheduled individual and group training sessions to instruct clients in software problem resolution, handled walk-in inquiries regarding use and application of Microsoft Office Suite, Lotus, Adobe, Corel and OTS software.

Created PowerPoint presentations with graphics animation and sound effects for regional and annual conferences. Scanned graphics, printed posters and blueprints on wide-format HP laser printers and plotters, edited technical documents and advised executive staff on Pocket PCs and handheld technology for Palm, Blackberry and Windows CE based units.

Major Achievements

Successfully developed database systems for NIH Medical Program Divisions, used for helpdesk ticket category tracking; personnel management and medical R&D database administration.

Frequently volunteered extended hours to meet critical project deadlines.

May. 1999 – Nov. 1999

Diversity Services, Washington, DC Executive Assistant / Technical Support

Provided administrative support and technical assistance to customers and peers at client locations.

Compiled data for electronic calendars, itineraries and client databases for Executive staff travel. Completed expense reports, spreadsheets, and charts for HR processing.

Reconstituted damaged/corrupted files by scanning hard copy documents for OCR reconstruction and by completing file

re-creation from scratch. Applied personnel updates to Corporate and Division level organization charts and staff files for annual report publications. Instructed staff, customers and clients in fundamental software and computer operations.

Maintained office equipment (computers, faxes, printers, and scanners), answered phones, and generated correspondence.

Major Achievements

Provided Executive Support to a former United States Congressman.

Nov. 1998 – May. 1999

Management Resources Incorporated (MRI), Arlington, VA Sr. Database Specialist

Completed contract assignments for government and private sector clients by structuring and maintaining email marketing contact lists and customer databases in MS-Access, Symantec ACT, Sidekick, MS-Outlook and Netscape Communicator.

Compiled text and images for IT staff to develop web page content and graphic design layouts.

Scanned documents and graphic images for storage, manipulation and OCR text editing. Setup travel logistics for meetings, configured computers and setup A/V equipment for presentations, training sessions, and off-site conferences.

Interacted with clients to resolve technical problems, implement modifications on specs for new project requirements and timeframes for scheduled deliverables.

Major Achievements

Completed analysis of in-house procedures to provide technicians with system-wide documentation for addressing new work tasks and automated customer progress reports.

Jan. 1997 – Nov. 1998

The College Board, Washington, DC Administrative Assistant / Technical Associate

Provided administrative and computer support for senior and program level staff members in the EQUITY 2000 program.

Worked with the Director for Technical Services, the Sr. Data Coordinator and IT staff to help implement new approaches for team marketing strategies, and maintain high educational support standards nationwide with client and constituent sites.

Planned and arranged travel logistics for conferences attended by the Executive Director (National Program Spokesperson).

Resolved technical problems in concert with the IT Division and Help Desk personnel. Provided innovative solutions for workstation issues and queries on Microsoft Office Suite, Symantec ACT, MS-Access and College Board related software and database systems.

Major Achievements

Initiated operational procedures for efficient adaptation of customized processes, software and upgrades to change the

EQUITY 2000 Program system performance methods, helping to increase higher-level math enrollment for under-represented and disadvantaged students in school districts nationwide from an average of 40% to 75%.

Sep. 1994 – Jan. 1997

( 04/1999 and 11/2002)

Career Blazers, Incorporated, Washington, DC Administrative Assistant / Technical Support

Completed temporary assignments to maintain efficient office operations at client agencies.

Scheduled appointments, answered phones, entered data, organized meetings, developed itineraries, booked airline passage and ground transportation for Executive staff away conferences.

Created spreadsheets in Excel and Lotus1-2-3 for data organization, chart generation and report processing.

Provided input to staff to advise on database access, data retrieval, storage and functionality. Assisted with help desk calls to resolve technical problems and installed new system upgrades.

Major Achievements

Hired from this temp agency by the client company, based on work accomplishments exceeding / above expectations.

Jun. 1993 – Sep. 1994

Jin Pal HAPKIDO Martial Arts Academy, Washington, DC Assistant Manager

Installed, operated and maintained the primary computer system for Academy, studio and office operations.

Taught fundamental computer procedures to managerial staff, instructed site personnel in basic computer program operations and data processing principles for Microsoft Office applications.

Developed and maintained the student database, managed primary accounting software and communication logs.

Performed system backups, administrated system security access, generated documentation, correspondence, notices and site reports on time schedule and as requested by the Executive Director.

Major Achievements

Interacted with the Korean President for the World United Martial Arts Federation and his staff to promote conducive

relations in social matters outside of the Academy.

Trained officers from several law enforcement agencies in the application of Hapkido Martial Arts.

Oct. 1991 – Jun. 1993

Computer Perceptions Unlimited, Washington, DC Computer Specialist

Conducted research for clients to resolve software and hardware problems.

Assisted in the establishment of "development-to-production" procedures, standards and operational design protocols.

Instructed personnel in the use of application software capabilities.

Major Achievements

Successfully coordinated assignments as project liaison manager between technical staff, end-user clients and military personnel on all contracts.

Nov. 1989 – Oct. 1991

TEK South / TEK Services / DoD (Pentagon), Arlington, VA Computer Consultant

Completed development projects in database management, program design and systems coordination in a UNISYS 1100/2200 MAPPER mainframe environment.

Instructed Air Force and DOD personnel in program interaction and system architecture for database development

Developed program code and documentation in compliance with DOD regulations for automating U.S. Air Force procurement, accounting, civilian personnel billeting and travel system processes for CONUS and OCONUS operations.

Major Achievements

Designed customized GUI utilities for high-level security display, error contingency handling, database navigation; user authorization/access and secured electronic transfer for transactions between the Pentagon and Bolling Air Force Base host mainframe systems.

Held a low-level Security Clearance for this assignment.

Dec. 1987 – Nov. 1989

Datronics Corp Ltd / Kellogg Corporation, Battle Creek, MI Computer Specialist

Designed program applications for the Warehouse Inventory, Carrier Transport Scheduling, Performance Evaluation, Order Invoice and Transportation Allowance Phases of the Kellogg FDS System.

Updated system documentation to reflect end product of newly installed automated procedures.

Modified master file database structures with major and sub-indices to accommodate new Carrier Priority field information.

Assisted company C.I.T. personnel with database access queries, report retrieval, data element storage and system functionality.

Integrated program runs into the on-line system Security Control tables and access menus.

Major Achievements

Successfully migrated "development" applications from an 1100/80 UNISYS mainframe to a secure production environment on an 1100/90 host system using IPF (Interactive Processing Facility) procedures.

Dec. 1982 – Dec. 1987

DC Public School System, Washington, DC Systems Analyst / Computer Specialist

Developed logical approaches for program application designs for the DCPS, Division of Information Resource Management, and the Division of Logistical Support. Developed the pilot version of the SUMS system (Student Unified Management System).

Updated system documentation to reflect end product of newly installed automated procedures.

Created, tested and implemented multiple database systems used to track and report student records, grades and DCPS Resources.

Resolved problems concerning output requirements, control procedures, data editing, report processing and data retrieval.

Supervised contract personnel. Performed software installation and testing at remote DCPS facilities, regional warehouses and DC Public School field offices throughout the city.

Major Achievements

Trained end-user personnel to evaluate interactive program performance, software efficiency, system response times and documentation adequacy.

EDUCATION

2019 – BEYOND20 Enterprise Training, - 04/29/2019

Certified Course: ITIL v4 Foundation Service Management

2017 – Strategy-X, ESI Management, Leadership Development

Certified Course: Project Leadership Management and Communications

2016 - Department of Defense, Washington, DC

Certified Course: Cyber Security Anti-Terrorism Level 1 Awareness

2015 - Department of Treasury, Washington, DC

Master Class: Social Re-Engineering the Workplace

2010 - Department of Veterans Affairs, Silver Spring, MD

Certified Course: VA Information Security Awareness

2007 - NISH Institute for Leadership Performance & Development, Vienna, VA

Certified Course: JWOD – Javits-Wagner-O’Day / NISH University

2006 - Softek Services, Washington, DC

Certified Course: Advanced Microsoft Access

2005 - CAPITAL TECHNOLOGY EMPLOYMENT CONSORTIUM (CTEC/UDC), Washington, DC

CompTIA Network Security+

2004 - OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION CERTIFICATION, The Arc of DC, Inc., Washington, DC

Certified Courses: First Aid Certification; CPR Certification; OSHA Safety Training

1988 - KELLOGG COMMUNITY COLLEGE, Computer Information Systems, Battle Creek, MI

CIS / Program Design & Development.

1986 - NEW YORK UNIVERSITY, School of Continuing Education, Division of Professional & Industrial Programs.

Certified Courses: Managing the Information Center; 4th Generation Languages & Systems

1984 - INSTITUTE FOR PROFESSIONAL EDUCATION, Arlington, VA

Certified Course: Systems Analysis and Design

1983 - UNISYS EDUCATION CENTER (SPERRY UNIVAC TRAINING CENTER), McLean, VA

Certified Courses: 1100 Series Systems Concepts; 1100 Executive Control Language (ECL);

MAPPER Systems Run Design; MAPPER Systems Coordination

1982 - CONTROL DATA INSTITUTE, Control Data Corporation, Arlington, VA

Computer Programming & Operations, GPA 4.0

1981 - University of the District of Columbia, Washington, DC

Major: Physics, GPA 3.8

CLEARANCES

Department of Treasury – Secret Clearance

Department of Veteran Affairs – NACI / Public Trust

Department of Defense – NACI / Public Trust

AFFILIATIONS

1. IEEE - Institute of Electrical and Electronics Engineers, Computer Society.

2. Executive Board Member of the Hands Together Neighborhood Club Association. Editor, HTNC Newsletter Committee.

3. Volunteer member at the following organizations:

o Disabilities Summit for Emergency Preparedness o Craig Memorial Community Church

o Plymouth Methodist United Church of Christ o Simpson-Hamline United Methodist Church

Contact this candidate