Director / Manager / Supervisor of IT Staff

*** SALES/MARKETING OR OTHER NON-IT MANAGER EMAILS WILL BE DELETED ***

AREAS OF EXPERTISE

Strategic Advising and Execution | Organizational and Time Management | Leadership and Communication Skills | Customer Service and Relationship Building | HR Functions | Problem Identification and Solving | Teamwork and Collaboration | Team Management and Staff Leadership | Senior Executive IT Support | IT Services Management

SUMMARY OF QUALIFICATIONS

Highly organized, committed, and seasoned management professional, with extensive experience in customer service and support. Equipped with 23 years in the Information Technology (IT) arena, including over 7 years in IT leadership roles. Earned Master’s & Bachelor’s degrees that are IT support related. Skilled at: customer interactions and expectation management; meeting customer requirements; achieving the highest levels of customer satisfaction. Extensive track record of success at leading teams, and delivering short and long range IT projects for customers.

WORK EXPERIENCE

USG, Washington, DC Jun 2006-present

Supervisor, Desktop Services | Apr 2011-present

Promoted to Supervisor, Desktop Services following demonstration of leadership abilities and earned successes.

Earned a Performance Award for leadership excellence following the execution of a high-profile IT project that impacted senior executives.

Oversaw the management of teams responsible for IT customer support, desktop security, and project management activities effecting up to 40,000 customers across multiple locations and time zones.

Performed recruitment/hiring activities and other administrative and human resources (HR) functions for staff supervised within the Chief Information Office (CIO).

Collaborated with IT leadership, the CIO, Chief Technology Officer (CTO), and other senior executive staff in strategic, operational, short or long-term event/planning processes for IT customer services.

Performed oversight of service level agreement (SLA) targets to meet/exceed customer expectations.

Provided direction and customer management for controversial IT customer problems.

Served as an escalation point for high-priority customer IT issues.

IT Team Lead | Aug 2010-Apr 2011

Led a team of IT professionals in the handling of customer IT issues effecting over 630 customers onsite, and over 6,000 customers at field locations.

Provided direct leadership in executing customer liaison activities related to IT services/products, including the communication of customer needs back to IT technical team members.

IT Specialist | Jun 2006-Aug 2010

Supervised, planned & delivered a full range of IT projects, products, and services for customers.

Managed IT computer systems as an integral member of a 10-person IT team that resolved IT issues for 1200+ customers onsite, and 30,000+ customers at field locations.

Served as an advisor to customers through a host of hardware/software and IT issues.

Logtec, Washington, DC Feb 2005-Jun 2006

Systems Engineer

Provided hands-on oversight of local area network (LAN) infrastructure operations, equipment & services in a small to medium size enterprise environment.

Rendered exceptional customer service in the management and resolution of customer IT issues.

Improved the effectiveness and efficiency of IT support processes by partnering with business analysts, IT professionals, and senior executives.

Displayed effectiveness in managing concurrent client priorities and deadlines in a fast-paced, rapidly-changing work environment.

Oversaw the operations of a full range of automated information systems.

SAIC, Washington, DC Oct 2003-Feb 2005

Systems Administrator

Administered a full range of IT services and products, including servers, desktop systems, user system accounts, web/intranet services, and LAN equipment.

Consistently exhibited professionalism to senior executives and regular staff to enhance customer perception of the IT team.

CNAC, Washington, DC Jul 2000-Oct 2003

Senior Systems Analyst

Spearheaded ways that improved the effectiveness and efficiency of information technology security throughout the enterprise.

Influenced/facilitated decision making with management, senior executives, and IT project stakeholders.

Effectively performed hands-on management of desktop enterprise activities.

EARLY CAREER

Systems Administrator | Orkand, Washington, DC Nov 1999-Jul 2000

Managed IT customer issues in a medium sized enterprise with 700+ customers.

Network Specialist | Base Technologies, Washington, DC May 1999-Oct 1999

Administered a full range of IT services and products for customers.

Systems Analyst | Vredenburg, Washington, DC Jul 1997-May 1999

Delivered significant contributions in IT projects & IT customer relations.

Computer Specialist | British Nuclear Fuels Limited, Washington, DC Dec 1996-Jul 1997

Provided hands-on management of IT customer issues with computer systems.

PC/User Support Specialist | Pinkerton Computer Consultants, Inc., Washington, DC Jun 1996-Nov 1996

Performed consultation services to IT customers on all aspects of IT matters.

MILITARY EXPERIENCE

U.S. Air Force (USAF) | Active Duty Military Service Apr 1989-May 1996

Supervised and managed the operations of computer systems connected to USAF computer networks.

Directed and led a team of IT professionals to ensure 24/7 availability of IT systems.

Performed hands-on management and maintenance of hardware/software systems.

TECHNICAL SUMMARY

Systems: Windows OS (XP, Vista, 2003, Win7) | Novell Netware

Hardware: Dell | HP | Blackberry | Sony | PCs | Laptops | Servers | Hubs | Routers | Switches

Software: Microsoft Office (Excel, Word, Project, and PowerPoint) | SQL | ZENWorks | Adobe | Symantec

Exchange/Outlook | Internet Explorer | Google Chrome | RightNow | Remedy | Nortel/Cisco VPN Client

Networking: TCP/IP | DNS | DHCP | Ethernet | Ping | Tracerourte | Citrix | PCAnywhere

Other: HTML | Java | Backup/Archival Software | COOP/Disaster Recovery | Helpdesk | Desktop Support

EDUCATION

Master of Education with Concentration in Technology

Strayer University | Washington, DC | 2007-2010

Bachelor of Science in Computer Networking

Strayer University | Washington, DC | 2002-2006

Associate in Applied Science in Information Systems Technology

Community College of the Air Force | Montgomery, AL | 1990-1996

PROFESSIONAL DEVELOPMENT

Successfully completed extensive professional training programs and coursework in:

Project Management | Customer Service | Network Security | Supervision & Management | Windows Systems Administration | Computer Antivirus Administration | Web Page Development | Law, Ethics & Corporate Governance

AWARDS & RECOGNITION

Career Earned Awards for Leadership Excellence:

2011 | 2009 | 2002 | 2001 | 2000 | 1998 | 1996 | 1994 | 1993

Academic Dean’s List:

Fall 2003 | Spring 2002

SELECTED PUBLICATIONS

Authored newsletter articles on IT security issues to educate customers:

“Email Viruses, Hoaxes, Worms & Trojan Horses”

“Ensuring Data Backup & Recovery”

“How to Minimize the Risk of Virus Infection & Computer Compromise”

“Hit by the Klez Computer Virus”

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