Rich Abbey

Experience

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  DEPARTMENT OF STATE/PRAGMATICS

  Mar 2014 - Mar 2016

  Computer Systems Analyst

  Maintained, troubleshot, tested, monitored, and supported file servers, network access, Active Directory accounts, mobile devices, and desktops for classified and unclassified systems. Communicated with users, vendors, managers, and colleagues; gathered information on errors/issues, created and prioritized Remedy tickets, managed projects, and implemented solutions to maintain system availability and meet deadlines. Installed updates and security patches, integrated COTS applications, and deployed new devices/equipment. Trained end users on hardware, software, and devices. Created and removed user accounts. Managed IT asset inventory and prepared technical documentation. Key Achievements: *Played key role as member of Windows 7 deployment team, including installing, configuring, migrating, deploying, troubleshooting, and upgrading OS. *Served as backup team lead for groups failing to meet performance goals; achieved measurable improvements to team collaboration, daily operations, policies, and procedures. *Engaged with managers and stakeholders, gathered and analyzed computing and information processing requirements, designed solutions, and implemented modifications, changes, and new technologies; utilized structured analysis, data modeling and information engineering techniques. *Leveraged business acumen to prepare cost-benefits analysis and ROI analysis to support decision making regarding new system implementation and other projects. Show less

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  NATIONAL INSTITUTE OF STANDARDS AND TECHNOLOGY (NIST)/POWERTEK

  Mar 2016 - Feb 2017

  Project Manager

  Held full accountability for contract execution, continuous improvement, customer satisfaction, team performance, and technical progress in alignment with project requirements and plan. Managed deliverables and oversaw risk identification and mitigation to remain on track to meet all key milestones. Determined resource, staffing, and training needs; implemented guidelines and standard operating procedures. Produced and distributed project plans and reports; participated in customer project reviews. Met with team to assess task completion and communicate relevant project information. Key Achievements: *Defined and monitored key performance indicators across customer satisfaction, product/service quality, profitability, and other areas to achieve consistent delivery of high-quality results aligned with scope, standards, and expectations. *Maintained active and open communication with internal teams, clients, stakeholders, and managers, including preparing detailed yet concise reports on project status, progress, metrics, issues, and resolutions. *Devised and implemented strong customer contacts and client management strategies to contribute to solution development and cultivate potential new business. *Applied PMI methodologies for standardization across the project life cycle, deliverables, risk management plans, budgets, programs, requirements, work breakdown structure (WBS), estimates, tracking/variance reports, and outlines. Show less

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  DALY Computers

  Feb 2017 - Dec 2017

  Client Deployment Project Manager

  Led and directed 30+-member team of project leads, installers, and truck drivers as part of diverse technology projects for this enterprise IT solutions provider. Controlled project scope, managed change requests, and prevented scope creep. Negotiated priorities with stakeholders. Identified potential risks, issues, and impacts; evaluated business implications at each project phase. Developed risk mitigation plans and eliminated obstacles to project delivery. Performed technical quality control of new opportunities, proposals, and projects. Evaluated vendor technology and best business practices. Managed production inspections, onsite inspections, and site surveys. Prepared reports for managers/stakeholders. Key Achievements: *Provided life cycle management, including steering development and execution of project plans to produce high-quality deliverables aligned with budget and schedule requirements. *Initiated process improvements by leveraging substantial technical and project management expertise to optimize customer satisfaction and project outcomes. *Managed multimillion-dollar accounts, developed strategic plans to meet customer business goals, obtained insights, and identified additional project opportunities. *Mentored and developed high-performing team, ensuring adherence with required technical and vendor certifications. Show less

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  CACI International Inc

  Dec 2017 - May 2018

  Technical Support Service Manager

  Direct team of over 80 support agents, including training, mentoring, and professional development activities. Manage three service desks—Arlington Cemetery, Operator Services, and Technical Service Desk. Oversee technical support service related to requests, incidents, and problems in accordance with established metrics and benchmarks. Serve as escalation point for complex issues; identify and communicate root causes. Prepare Service and Business Level Agreements. Analyze and report KPIs, trends, and other metrics to managers and stakeholders. Manage vendor performance and procurement. Review and assess feedback from user surveys. Key Achievements:*Developed and implemented phone and ticket escalation processes to drive efficiency and enable technical support team to consistently meet Service Level Agreement (SLA) goals for response and resolution time.*Spearheaded deep dive analysis workflows to identify opportunities for continuous improvement, positioning service desk as single point-of-truth and service delivery channel for IT.*Evaluated solutions repository to ensure availability of high-quality, long-term solutions that prevent recurrences, decrease resolution time, and boost productivity.*Created and managed process to communicate outages, emergency activities, and related timelines across the organization.*Wrote and implemented SOPs governing various functions, including Remote Support Services. Show less

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  MARATHON TS/BELCAN

  Jun 2018 - Jun 2023

  FAN Service Desk Manager

  Direct team of over 2 support agents, including training, mentoring, and professional development activities. Manage FAN Service Desk which include chrome devices, tickets, metrics, SLAs and SOPs. Oversee technical support service related to requests, incidents, and problems in accordance with established metrics and benchmarks. Serve as escalation point for complex issues; identify and communicate root causes. Prepare Service and Business Level Agreements. Analyze and report KPIs, trends, and other metrics to managers and stakeholders. Manage vendor performance and procurement. Review and assess feedback from user surveys. Key Achievements:*Developed and implemented phone and ticket escalation processes to drive efficiency and enable technical support team to consistently meet Service Level Agreement (SLA) goals for response and resolution time.*Spearheaded deep dive analysis workflows to identify opportunities for continuous improvement, positioning service desk as single point-of-truth and service delivery channel for IT.*Evaluated solutions repository to ensure availability of high-quality, long-term solutions that prevent recurrences, decrease resolution time, and boost productivity.*Created and managed process to communicate outages, emergency activities, and related timelines across the organization.*Wrote and implemented SOPs governing various functions, including Remote Support Services.*Implemented policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. *Ensure maximum issue resolution in minimum time to meet Service Level Agreements. *Established objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. *Drive product supportability and coordinate customer service activities with other internal functions. Show less

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  Red River

  Jun 2023 - Nov 2023

  Supervisor, Managed Services Operations

  Supervisor, Managed Services Operations, Chantilly VA, 6/2023 – PresentSupport a team of 5-10 service desk engineers as an active leader in the management of the 24x7 Service Operations Center, based out of Chantilly, VA. In addition, engage with the engineers individually to understand how to effectively motivate. Build a positive work environment, so the team is ready to provide the best technical support to Red River customers. Utilize quantitative and qualitative data to identify opportunities to drive and coach engineers to the best levels of performance, so target SLA and KPI objectives are achieved. Key Achievements:*Review technician priorities in ticketing system *Primary service desk technical point of contact for all assigned clients *Own and attend recurrent client support review calls and provide technical oversight as well as advisory *Proactively performing daily queue management by assigning tickets to team members.*Drive the team’s operational efficiency by focusing on KPIs*Support the department’s strategy through positivism and leadership.*Provide direction and guidance as an escalation point for technicians*Interface with customer POCs when warranted*Escalate tickets and situations to management & executive teams as warranted*Support the business objectives set forth for the Managed Services division*Team dashboard management and action plan driving*Perform weekly meetings with team and management*Report constructive feedback to the service desk leadership on individual performance & recommend trainings/coaching Show less