Experience

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  Actionet, inc.

  May 2012 - Oct 2016

  Led a team of 14, Tier 2, technicians to efficiently and effectively troubleshoot and problem-solve end-user technical issues in compliance with contractual Service Level Agreements (SLAs). Achieved a 10% improvement in response times by developing, documenting, and communicating clear roles and responsibilities. • Managed and prioritized projects/tasks and delegated work to align with the needs of the organization• Fostered an environment that empowers others to contribute, resolve conflict, and build consensus while ensuring business objectives are met• Identified, prioritized, and applied improvements to enhance customer and technician experiences• Served as Subject Matter Expert (SME) on departmental projects implementing new technologies including testing, and policy/procedure development• Conducted needs assessment and analysis to identify process improvement opportunities• Conducted weekly quality assurance reviews of Tier 2 Tech tickets • Determined appropriate performance criteria to align with contractual service level agreements Show less • Created exceptional customer experiences and provided technically correct solutions through deep learning of product offerings, support policies, and service delivery expectations • Key contributor to development of helpdesk service policies for supported products and services • Delivered enhanced customer satisfaction and productivity by researching, responding, and resolving customer impacting issues, and/or questions thoroughly, effectively, and efficiently using available tools• Provided customer support via multiple avenues including phone, email, face-to-face, and messaging including 24-hour support for Platinum clients• Collaborated daily with executives, and political figures, i.e., Secretary and Deputy Secretary of the DOE• Performed account administration for RSA Secure ID Token, Entrust, and good mail account technologies Show less

  • Desktop Support Team Lead Department of Energy (DOE)

    Jan 2014 - Oct 2016

  • Platinum Support Technician (DOE)

    May 2012 - Jan 2014
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  From the heart church ministries - parent church

  Oct 2016 - now

  Chief information technology officer (cio)

  Responsible for the development, implementation, upgrades, and maintenance of the comprehensive information technology (IT) infrastructure for the organization to include:• Leading and coordinating change including hardware/software upgrades, including servers, devices, etc.• Devising and documenting new policies and procedures for teachers/staff using new device technology• Creating and implementing relevant software training programs for all staff across the organization• Translating business requirements into technical and application solutions• Leading the implementation of a Service Desk ticketing system• Network administration including user account creation/maintenance using Azure and Active Directory• Planning, coordinating, and monitoring project activities to achieve goals and defined performance metrics• Assisting with the development, management, and execution of the IT budget• Database development/implementation i.e., Realm, FACTS, Interdepartmental Procedures Database (IDP)• Developing and launching an automated workflow using WordPress, Gravity Forms, and Gravity Flow• Providing onsite/offsite, real-time IT support, (including setup) for special events and retreats• Ensuring effective use of software, hardware, and technology across the organization• Giving assistance to web solution creation Show less