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Click here or scroll down to respond to this candidate Objective StatementContinuing my journey in the role of an IT Customer Support Services Management that focuses on the delivery of ITIL-based quality services management. A team and achievement-oriented manager that effectively considers the human factors that impact every role. Taking pride in actively listening not merely as a professional but as a person. Making human connections has broken down barriers, opened doors, and fostered ongoing success.SUMMARY | KEY HIGHLIGHTSResults-driven Technical Support Manager and Project Management is a professional with an exemplary track record of providing the leadership & vision necessary for managing & controlling mission-critical Business, Financial, Planning & IT Systems programs & projects - utilizing best practices to achieve top results & critical efficiencies. Extensive experience working with executive management, all levels of the organization, government representatives & other stakeholders as required.
Work Experience 1
Title MSP Senior Operations Manager, Director of IT Support ServicesViatek Support Services Inc.1208 Commerce Ct, Lafayette, CO 80026From 04/2024 06/2024As a service manager, my primary responsibility was to manage the activities and responsibilities of the Viatek Service Delivery Team. I reported to the director of operations and oversaw the administration and management of RMM (remote monitoring and management) and PSA (professional services automation) tools. Within this role I was ultimately responsible for establishing a good rapport with the clients, ensuring reactive support delivery for end users per our Service Level Agreements, and ensuring the entire Service Desk Team is meeting their individual and team objectives.Assigned/accomplished objectives: Established a new service delivery triage and ticket handling process. Established a QBR (Quarterly Business Review) schedule coordinated with all the Account Managers that reported to me. Established weekly Autotask ticket reviews for each service coordinator. Facilitated weekly team meetings and published post-meeting action items. Initiated job shadowing onsite with key service clients. Initiated bi-weekly progress one-on-ones with each account manager and service coordinated to provide Realtime status to the Director/Business Owner. Provided coaching and people management of a small group of Service Coordinators and Service Desk Account Managers.Primary Support Services ToolsAutotaskIT GlueKaseyaBMS Kaseya (legacy service ticketing system)KaseyaOneIron ScalesDattoJiraAcronisMS Office 365 SuiteWork Experience 2Title IT Help Desk Manager/Team Lead/Project Manager:
U.S. Department of the Interior (DOI-BOR) Bureau of Reclamation
U.S. Department of the Interior (USDOI-BLM) Bureau of Land ManagementWest 6th Avenue and, Kipling St, Lakewood, CO 80225From 07/2023 04/2024Security Clearance: Public Trust IIIHelp Desk Manager/Team Lead Supporting the Department of the Interior (DOI) Bureau of Reclamation (BOR) Reclamation Enterprise Service Center (RESC) in Denver, CO. On-Site at the Denver Federal Center. This is the first line of IT support for the BOR Enterprise IT environment supporting BOR end users, with a team of subordinate contractor staff reporting to the Team Lead. The RESC responds to incident and service request tickets, providing support including but not limited to installation, setup, upgrade, and compliance of software and hardware, system deployment, account activations and deactivation, and desktop tools. The team also provides voicemail and password support for desktop telephones and mobile devices, and escalations to higher lever tiers when the RESC cannot assist.
Duties & Responsibilities: Respond to new employee orientation (NEO) calendar invites and deliver presentations introducing RESC to newly joined BOR government staff.
Monitor the ticket counts of individual team members and ensure tickets are being closed in compliance with established service level agreements (SLA). Supervise the unassigned tickets and emails that have not been picked up from the email box and ticket system monitor board. Ensure team coverage of phone, emails, and walk-ins during business hours (5:00 am - 6:00 pm MST) Ensure telephone calls are not waiting on hold for excessive periods of hold time. Personally assist with resolutions as needed. Provide White glove support for high-priority customers/leadership as required. Set team working hours for each team member to ensure coverage throughout the workday, including overage due to planned and unplanned staff absences. Reach out to customers to resolve issues noted on satisfaction surveys. Ensure on-call After-Hours support rotation/alternate assignments to the team (typically less than 10 calls/month). Communicate system outages and performance issues to RESC, BOR Tier 1 and 2, and end users as needed. Review all outage notifications and obtain approval before communicating to stakeholders. Escalate Incidents or Service Requests that are outside the scope of the team s responsibility to the appropriate tier Set Agenda and Host RESC Weekly Meetings. Conduct BOR Weekly internal status meeting with DPC leadership and update team members. Generate monthly status reports and related customer deliverables. Conduct interviews for prospective new employees, and approve timesheets, leave requests, and expense reports. Conduct monthly individual meetings with the team members to review assignments and provide performance feedback.Work Experience 3Title: Information Technology Associate Manager, Data Center Manager
Company: Arrow Electronics Inc.
Location: Centennial, ColoradoFrom: 06/2017 03/2023
Oversee the daily blended operations mission taskings as they apply to the Data Operation team. Responsible for the teams of employees that facilitate Arrow s vast amounts of computer hardware, including servers and networking appliances. Facilitates equipment maintenance, infrastructure inventory management, customer service, and employee management; furthermore, ensures that any additional required training within specific areas is provided to assigned team members in support of the mission statement.
Data Center responsibilities
Coordinated the scheduled availability in support of a 24/7/365 support mandate. Established, documented, and implemented application/equipment status processes for all shift turnovers. Monitored performance KPIs and SLA in accordance with Global Support Services requirements. Built, ran, and diagnosed multiple runs while racking/stacking data center/infrastructure hardware. Prepared data center components for installation and remediation. Ensured the completion of and performed walkthroughs of all assigned resources:7 IDFs/CRAC Units, MPOP-Telephony, 3 Mechanical Rooms, Battery Room, 2 Emergency Generators, Data Center (main)/9 CRAC Units, 7 rows/cold-hot isles, 168 cabinets, additional test environment (five cabinets) Used Service Now/Connect Now for service ticket initiation and tracking solution/remote hands support. Ensured the compliance safeguards of all labeled component infrastructure to accurately track resources.
Used Eaton Foreseer application to manage (EPMS) electrical power monitoring system. Used Foreseer as a template/data center-raised floor schema tool for resource provisioning. Monitored rack/cabinet temps and humidity via the EPMS software
Monitored HVAC/CRAC units and coordinated maintenance services with Hayes Mechanical. Worked with CAT5e, CAT6, and Fiber Optic cable/SFP interfaces. Performed physical disaster recovery procedures and assisted with the restoration of services. Ensured compliance with all secure data center access protocols for visitors and vendors.Data Operations responsibilities Acts as the primary point of contact for all assigned data operations team members. Provide escalation support to all team members as an advocate for problem resolution. Provides career and performance coaching/reviews to assigned team members. Coordinated the scheduled availability in support of a 24/7/365 support mandate. Review and submit/approve timecards for assigned team members. Act as a primary information distribution resource for the operations team Facilitate maintenance, installation, and updates of data center systems physical and software. Establishing the rules related to data accessibility and distribution. Establishing the parameters for data entry or storage of customers data. Managing the storage and distribution of data. Oversee the backing/safeguarding data storage processes. Maintenance of equipment and upkeep of application license agreements. Entertaining customers inquiries and addressing infrastructure issues. Recording the installations, upgrades, and maintenance of systems or software Participating in and creating planning for capacity expansion/changes. Upgrading hardware or software used by the various supported customer organization. Research new technologies to be utilized within the organizations. Presenting new tools that could be used to improve efficiency or cut costs (full life cycle) Ensuring a safe and secure facility to protect the systems and power configuration. Planning for any probable disruptions, problems, and emergency Providing direct support for assigned technical operations teams. Troubleshooting technical or IT-related issues Configuring, managing, and analyzing IT systems utilized in accordance with customer specifications. Customizing/maintaining the infrastructure database in support of existing and capacity planningEnsuring all assigned operations policies are in compliance.Primary Support Services ToolsAppworxServiceNowForeseerSolarWindsPuttyWork Experience 4Title: Manager IT TECHNICAL SUPPORT First Touch Response Colocation Support TeamCompany: CenturyLink Technology Solutions
Location: Littleton, ColoradoFrom: 08/2016 04/2017
First Touch Response Team serves as the single point of contact for all CenturyLink data center colocation customers. The method of communication is phone, email, and e-support. The team is a 24x7x365 operation center that consists of 18 Operations specialists and 2 Operations Supervisors. The Manager ensures the successful initial interaction, triage, and escalation of client-reported problems as well as end-to-end ownership for all customer requests. Providing direction and leadership related to support desk functionality and responsiveness. I was responsible for training, managing performance, and developing staff, as well as ensuring process adherence.
Hire and ensure staff is fully trained on all support processes and procedures. Establish performance expectations across all staff members. Manage escalations associated with client-reported incidents, requests, and changes. Develop staff from a technical, as well as a customer service standpoint. Maintain and improve customer satisfaction ratings.
Work Experience 5Title: Technical Support Services Helpdesk ManagerCompany: Scantron (Harland Clarke Corp), Formerly Global Scholar
Location: Loveland, ColoradoFrom: 03/2012 10/2015
Responsible for the attainment of productivity and quality goals, monitoring service levels and telephonic call queues. Coordinate with Vice-President of Support Services to adjust schedules, and call flow to meet service levels. Monitor and update Team Statistics to track performance (KPI) for feedback and Performance Reviews. Oversee reporting for accuracy.Work Experience 6Title: Data Center Operations Customer Care Manager (Contractor Associate)Company: North American Honda
Location: Longmont, ColoradoFrom: 08/2010 03/2012
Personnel Management, Data Processing Operations, interpersonal relations/IT Customer/Technical Support Services. Established and continually maintained extensive network operations surveillance, oversight of data center processing operations capacity, and full life cycle critical outage management while supervising the efforts of a team of six network engineers as technical lead. Personnel Management, Data Processing Operations, interpersonal relations/IT Customer/Technical Support Services. Established and continually maintained extensive network operations surveillance, oversight of data center processing operations capacity, and full life cycle critical outage management while supervising the efforts of a team of six network engineers as technical lead.
Personnel Management, Data Processing Operations, interpersonal relations/IT Customer/Technical Support Services. Established and continually maintained extensive network operations surveillance, oversight of data processing operations capacity, and full life cycle critical outage management while supervising the efforts of a team of six network engineers as technical lead.Work Experience 7Title: Contract Program Manager IT Support Help Desk Manager eAuthentication
Company: United States Department of Agriculture
Location: Fort Collins, ColoradoFrom: 07/2009 07/2010
Security Clearance: Public Trust IIIDevelops, leads, mentors, and motivates a team of Service Desk professionals to deliver excellent technical/non-technical software application integration, Information Technology (IT) hardware, and network server support services with an emphasis on outstanding customer service, satisfaction, and timeliness within operational budgetary constraints as prescribed by the United States Department of Agriculture. Has frequent contact with customers, direct reports, peers, and independent vendors.Work Experience 8Title: Network Operations Critical Incident Manager/Team Lead
Company: Amgen Pharmaceuticals Inc. (Contractor Associate - SMCI)
Location: Longmont, ColoradoFrom: 07/2007 - 07/2009
Provide component item performance surveillance for Amgen s entire worldwide Information System (IS) infrastructure network. Manage the seamless transition between three (Thousand Oaks, CA. Longmont, CO, and Breda, Netherlands) mirrored IS-OC locations in support of Amgen s Follow-the-sun IS Management policy. Facilitate major incident conference bridges/meetings in support of network outage resolutions. Coordinate IS community communications between managers, resolvers, and B2B (business to business partner/vendor) relationships in the form of real-time standardized nontechnical notifications that encompass the status of (server, switch, or application) outage, resolver s actions to resolve the problem and the overall impact to the business regarding affected users.Work Experience 9Title: Network Operations Support Analyst, Shift LeadCompany: Northrop Grumman Corp.Location: Lafayette, ColoradoFrom: 09/2006 - 06/2007
Supervise a team of three support analysts (front-end days). Compile data for and host the daily customer trouble ticket status report meetings at the end of the shift. Provide daily after-action reviews, escalations, and follow-up actions to the NOC department heads & Director of Operations. Ensure that all shift staff members are kept informed on procedural updates. Oversee the remote monitoring of multiple network platforms/servers/switches/routers-circuit-TELCO channels via HP Open-View (HP OVO), and Windows/Unix (Red hat). Oversee the vendor reporting, ticketing, and escalation tracking process through resolution utilizing Remedy, Peregrine, and Siebel ticketing tools. Train new hires on the local use of ticketing, surveillance, and notification tools/procedures and ensure compliance through quality assurance oversight following ITIL/ISO 9000 guidelines.
Work Experience 10Title: Enterprise Accounts Manager/Help Desk, Senior Technical Support EngineerCompany: Integrated ResearchLocation: Denver, ColoradoFrom: 07/2005 - 05/2006
Named project management support engineer, providing front/backline support services for critical systems/surveillance across multiple OS platforms (IP Telephony, Tandem NSK, Windows, and UNIX Redhat/Linux) to on-site Systems/NOC administrators. Track trouble ticketing issues via Infra ticketing systems, email, and telephonic communications. Coordinate multiple party weekly/bi-weekly conference calls/WEBEX status updates and provide timely resolution to software integration/implementation issues. Provide timely software patch release updates. Acted as customer liaison for internal support issues from initialization through resolution.
Work Experience 11Title: Network Operations, Technical Center Lead/MVS operations Support (Consultant)Company: IBMLocation: Boulder, ColoradoFrom: 01/2005 - 06/2005MVS Operations Resolve customer technical support escalation issues via telephone, email, IM, and on-site. Assist customers in identifying root cause analysis of Fault Symptom Coding. Document activity in the customer database and ensure compliance with value-added policies & practices. Review caseload and manage remote machine-generated service calls, identify, isolate, and resolve equipment failures. Support Windows/Office applications regarding installation, end-user training, and daily operations. Provide call center trouble ticket escalation support.Work Experience 12Title: Enterprise Services Project Manager/Wireless Voice over IP Technical Support EngineerCompany: Polycom (Formerly Spectra Link Wireless Corporation)Location: Boulder, ColoradoFrom: 07/2000 - 11/2004
Manage the enterprise customer support team consisting of five tier-2 support engineers. Resolve customer technical support escalation issues via telephone and teleconference. Provide oversight regarding specific client requirements as they apply to all SpectraLink products.
Promote improved customer knowledge of SpectraLink policies and systems. Assign specific tasks and specified special projects to team members. Identify product deficiencies and communicate new requirements to the development team.
Monitor IVR/ACD, establish metrics, collect performance data, and monitor/QA support calls.
Officiate over weekly team meetings, review caseloads, and develop action plans for existing issues. Participate in product hardware and software evaluations and validations (alpha/beta-field testing). Write annual performance evaluations, and approval set goals to assist in each team member s success.
Participate in the panel interview process for new hires.Work Experience 13Title: Network Operations, Data Center Lead/MVS operations Support (Consultant)Company: Cahners Business Information Systems
Location: Highlands Ranch, Colorado
From: 12/1998 - 07/2000Manage a team of five operations specialists. Assign tasks to be performed throughout the twelve-hour shifts. Generate performance reports to be provided to senior management on metrics and productivity within the operations center. Operate and maintain the IBM 390 mainframe platform and its peripheral communications hardware/software. Submit and monitor data processing jobs via EJES, JES3, MVS, and IDMS applications.Work Experience 14Title: IT Technical Support - Customer Service Help Desk ManagerCompany: Western Union/American Express, First Data CorporationLocation: Greenwood Village, ColoradoFrom: 02/1994 - 10/1998 Supervise a support staff of 19 financial services Account Reconcilers/Balancers
Write annual Personnel Performance Reviews, interview potential new hires, and terminate staff in accordance with HR-established procedural guidelines. Provided cost center impact reports to upper management Oversee ACD/IVR, and QA customer support calls.
Performed new hire primary and technical review and up training documentation. Mentor team members via interpersonal soft skills, coaching, and overall team building. Conduct weekly team meetings to address staff issues and disseminate information/training and mind-shares.
Work Experience 15Title: Customer Credit Accounts Manager, Senior Customer Service ManagerCompany: Advanta/Fleet National Bank(s) Visa-Mastercard, Credit Services DivisionLocation: Colorado Springs, ColoradoFrom: 04/1996 - 08/1998
Advanta/Fleet Bank: Supervise a support staff of 20 Credit Account Representatives (collections office)
Administer Personnel reviews and disciplinary actions. Monitor/QA support calls and provide after-action feedback to team members. Oversee Automated Call Distribution and call lists (ACD)
Performed new hire phone training support. Assist team members with interpersonal conflict management. Customer support services/technical coaching and overall team building.Work Experience 16Title: Technical Support Help Desk ManagerCompany: Western Union, First Data CorporationLocation: Greenwood Village, ColoradoFrom: 02/1995 - 06/1998 Supervise a support staff of 15 Technical Support Analysts
Provided manager staff reviews and disciplinary action recommendations. Oversee Automated Call Distribution and Integrated Voice Recognition Systems (ACD/IVR)
Performed new hire technical review interviews. Processed point-of-sale trouble ticket escalations as a tier 3 Analyst. Customer support services/technical coaching and overall team building. Established call center support schedule and supervised semi-annual shift bids.Work Experience 17Title: Payroll Disbursement/Operations ManagerCompany: STANDBY Personnel Inc.Location: Colorado Springs, ColoradoFrom: 04/1993 - 02/1994
Supervised four-member staff during daily payroll operations, set up new accounts, and provided ongoing customer service to the existing client base. Responsible for the disbursement of the operational budget, interacted with vendor support contractors, and managed all IT functions. Managed daily payroll disbursements to dispatched labor staff in excess of $15,000 daily. Required: MS Windows, Paymaster, Lotus 123Work Experience 18Title: Lead Software TesterCompany: Loral Command & Control SystemsLocation: Colorado Springs, ColoradoFrom: 10/1992 01/1993Insured proper hardware/software interface during development and testing of the U.S. Army's Automated Maneuver Control System (MCS) segments 10/11. Documented all test activities and discrepancies to be corrected in future releases. Conducted both formal and informal testing of overall system performanceRequired: Unix, X-windows, MSWord, LotusWorks.Work Experience 19Title: MVS Mainframe Computer Operator/Data LibrarianCompany: Kaman Sciences Corp.Location: Colorado Springs, ColoradoFrom: 01/1991 06/1992Actively maintained the offsite automated magnetic data media library for the Space Warning Information Systems Complex (SWISC), Peterson Air Force Base/North American Aerospace Defense Command (NORAD). Performed scheduled systems operations maintenance and assisted users in data retrieval and recovery.Required: WordStar, MS WordPerfect, Lotus123, COBAL, EJES, JES2, SQL, Dbase III, RPG, JES, CA1Work Experience 20Title: Military Policeman/RTO Dispatcher, Computer OperatorCompany: United States ArmyLocation: 4th Infantry Division (Mech), Fort Carson, ColoradoFrom: 07/1987 08/1990
Secret Security Clearance:Operated and maintained the Major Command's IBM/AS400, LAN, and auxiliary PCS. Provided training certification to new users; maintained security access control/audit tail for all systems and users. Maintained archive of end-user certification for Military Police Desk staff regarding access to the Colorado Bureau of Investigation and National Criminal Information Computer (CBI/NCIC) IT networks.Work Experience 21Title: MVS Mainframe Computer Operations Help Desk Manager/Programmer Analyst - NCOICCompany: United States Air ForceLocation: 380th Bomb Wing, Plattsburgh Air Force Base, Plattsburgh, New York
From: 08/1981 04/1987
Secret Security Clearance:United States Air Force - Plattsburgh AFB, Plattsburgh, NYManaged overall operations and supervised nine analysts in the maintenance of the Automated Media Library in support of the 380th Bomber Maintenance Group, Plattsburgh Air Force Base/Strategic Air Command 8th Air Force. Performed scheduled systems operations maintenance and provided archival data retrieval services for end users. Directly assigned staff members with tasks and duties to be performed within the data center.
380th Bomb Wing Alert Operations All-Domain Command Controller (Special Duty assignment 1983 1985)Secret Security Clearance:United States Air Force - Plattsburgh AFB, Plattsburgh, NYAs an All-Domain Command and Control Operations specialist held the crucial responsibility of ensuring effective communications between interdependent units. Utilized advanced technology to monitor and control aircraft, missile systems and other associated strategic assets while coordinating the work of military personnel to coordinate and manage military operations, develop strategies and assess threats. it was my responsibility to ensure that accurate information reaches key decision-makers, enabling them to make informed, timely choices and execute missions successfully. Take charge of command-and-control facilities in the air, on the ground and on the move Ensure mission success by managing aircraft resources and coordinating critical support Bear the incredible responsibility of operating cutting-edge technology to control missile launches Support operations through the use of state-of-the-art voice, data and alerting systems Monitor actions to preserve life, minimize damage and restore operations after missions and natural disasters
EDUCATION | CERTIFICATIONS | PROFESSIONAL DEVELOPMENTEducation 1University of MarylandAssociate Degree - Applied Computer SciencesFrom: 01/1985 04/1987
Education 2Project Management Professional-PMP Project Management Institute
2009Education 3ITIL Foundation III - Training2009Education 4Cisco Wireless Network Administrator - Training
Planet3 Wireless
2004Other Relevant Experience:
In-flight Aero Medical Evacuation Specialist
Supply Logistics Squadron Material Facilities Supervisor - United States Air Force
Administratively separated to accept active-duty Air Force contract United States Marine Corps
Military Police Internment/Resettlement Specialist Information Technology Specialist
United States Army
Community College of the Air Force - Automated Systems Analysis
PC Networking, Business software applications
ISI Computer Training Center: Basic Accounting recertification course
Automated Data Systems Analysis
US Air Force-Air University Aircraft/Missile weapons systems operations analysisAutomated Systems Analyst, Communications Systems Analyst
Information Systems Communications LAN/WAN systems Analysis1981 - 1991Skills:Active Directory
Relationship ManagementBusiness RelationshipsBudgeting SkillsDecision-Making SkillsForecasting SkillsManaging Partner Relationships
Client Relationship ManagementCall Center ManagementCall Center Applications
Call ManagementCall Center Administration
Conflict ResolutionIT ManagementService Center ManagementPerformance Coaching
Performance Training
Growth Coaching
Cost Center Management
Budget ManagementPersonal Budgeting
Major Incident Management
Incident ManagementCustomer Service ManagementCustomer AccountsData Center ManagementManaged Data CenterData Center SupportDisaster RecoveryDisaster Recovery ProcessHelp Desk ManagementHelp Desk Support
IT Help DeskIT Service Management
IT Process ImprovementSourcing and ProcurementProcurement PurchasingBusiness ProcurementSAP Operations
ServiceNow Incident ManagementSoftware DocumentationTeam-Oriented Leadership
IT LeadershipTechnical Support
Staff Leadership
Negotiation SkillsCustomer Technical Support
Technical Product Support
Program ManagementChange Management
Wi-Fi Networking
Skills (continued):VoIP Networking
Wireless Telecommunications
Vendor Management
Risk AnalysisDelivery of ProjectsVendor Invoice Management |
