Occupation:Help Desk Specialist |
Location:Indian Head, MD |
Education Level:Some College Units Completed |
Will Relocate:YES |
Description
SUMMARY HIGH-PERFORMING MANAGER WITH MORE THAN 17 YEARS IN a managed services / help desk ENVIRONMENT PROVIDING 24/7 SUPPORT MANAGING MULTIPLE LOCATIONS and PROJECTS ENSURING timely completion and delivery of REQUESTED SERVICES. ACCOMPLISHMENTS * Improved customer satisfaction from 85% to 91% (IMF) * Interfaced with hardware/software engineers to provide permanent solutions for recurring issues (HHS) * Developed standard server build checklist for infrastructure (HHS) * Improved customer satisfaction from 89% to 98% within 1 year of employment (DOD) * Developed on-line account management form which reduced processing time for account management requests, standardized procedures, managed accountability and increased customer response time and closure of open requests (DOD)
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| (Confidential) | Project Manager | 10/2015 - Present |
| (Confidential) | Service Delivery Manager | 6/2012 - Present |
| Radio One Inc. | Help Desk Manager | 12/2007 - 6/2012 |
| Revolution Llc | Client Services Coordinator | 9/2006 - 12/2007 |
| Rsis | Help Desk Manager | 3/2006 - 7/2006 |
| Stg Inc. | Project Officer (Environmental Protection Agency) | 3/2005 - 3/2006 |
| Indus Corporation | Site Manager / Server Admin (Health And Human Services)Help Desk Lead (Supporting 500 End Users 4 Direct Reports) | 1/2003 - 3/2005 |
Accomplishments
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