Richard Lawhorn

Experience

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  US Navy

  Jan 1985 - Jan 2005

  AT1 (AW) Richard Lawhorn
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  Hewlett-Packard

  Aug 2007 - Jun 2018

  Assigns, Directs and checks the work of business relations personnel to ensure that business solutions are achieved. Communicates priorities, schedules tasks and monitors task/project status. Assists Personnel in developing user requirements, ensures definition of system requirements and priorities with customer and provides direction in the definition, analysis and testing of business systems. Monitors the investigation and resolution of application systems problems and ensures the coordination of technical activities with internal support groups to facilitate resolution of customer problems. The Business Relations Supervisor position involves the following primary duties for Request Management: • Ability to assign, oversee and review work of team members supervised.• Ability to provide appropriate coaching and mentoring in order to develop team members supervised. • Ability to monitor adherence to schedules and procedures. • Ability to make recommendations to management on personnel and project-related actions. Show less • Serve as Subcontractor Leader for a team of 25-40 subcontractor agents • Develop training and huddle schedule with Workforce Management, Tech Lead• Prepare for, lead, and follow-up on weekly performance huddles and non-technical training sessions• Monitor team and individual performance data to identify coaching and training opportunities• Monitor team productivity in AOM & ensure agents are updating click-tools daily• Post weekly data to the visual management board• Manage and track team productivity in AOM• Communicate team performance to site manager weekly• Coordinate with subcontracting company for subcontractor performance issues/recognition• Monitor agent adherence to schedules: Monitor hours worked • Deliver a monthly report for each agent to the Subcontracting Company• Set monthly goals for each agent • Recognize top performers during huddles and on the visual management board• Report outstanding or problematic individual performers to the Subcontracting Company• Norfolk Service Desk Change Control Board Member: • Overseeing all changes for NMCI Service Desk (SvD) policy, procedures, processes, and tools.• Norfolk Trusted Agent for USMC Alternate Tokens:• Assist the MCNOSC PKI Registration Authority in the preparation and distribution of alternate login certificates.• Validate that the subscriber is eligible to be registered and take receipt of tokens and track distribution.• Verify the identity of each subscriber, and sign an Acknowledgement of Responsibilities form (DD-2842).• Assist subscribers in the downloading of their certificates on to an alternate token.• Provide required documentation to MCNOSC RA Operations• Request alternate token certificate revocation, when appropriate• Coordinate with IAM to ensure recipients of alternate tokens are removed from exception account status and their accounts marked for “smartcard logon required” in Active Directory Show less

  • Business Relations Supervisor

    May 2012 - Jun 2018

  • Contingent Team Lead

    Jul 2011 - May 2012

  • Senior Information Systems Specialist (Tier 3)/ Norfolk Remote Desktop Maintenance Team Technician

    Aug 2007 - Jul 2011
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  DXC Technology

  Apr 2017 - Jun 2018

  Electronic Software Distribution
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  Perspecta

  Jun 2018 - Aug 2021

  Electronic Software Distribution
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  Apex Systems

  Aug 2021 - now

  IT Specialist Sr. NMCI NOC