Experience

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  Xerox

  Jan 2013 - Jul 2014

  • Lead in the execution of the transition from a Continental US (CONUS) only operation to a Global operation to include the Europe/Africa, Pacific/Australian, and Central Area regions.• Perform quality control audits of all tickets.• Manage team of 13 agents for a 24/7/365 military communications operation. • Contributes to contract profitability by generating, analyzing and reporting on the following KPI metrics: Total Inbound Calls, Abandonment Rates, Average Speed to Answer, Average Handle Time and Customer Satisfaction Rate.• Monitor and identify trends in Acceptable Levels of Performance reports (ALP’s) 11.1, 11.2, 11.3, provide feedback to the Service Delivery Manager, and actively participate in strategic collaboration to ensure all KPI measures are met or exceeded.• Participate on hiring panel for all new employees.• Create / manage day shift schedules including: attendance, breaks, PTO (extended to all shifts) and occurrences.• Field inbound phone requests and successfully execute troubleshooting protocol.• Conduct individual coaching sessions with agents to monitor and improve performance.• Participate in morning briefs with Commander / Captain and deliver on Ad hoc requests for information.• Responsible for project coordination with the Network Operation Center (NOCs) and government officials.• Successfully deliver on all assigned tasks on behalf of senior management and government officials.• Support and uphold consequence management in the workplace environment.• Collaborate on upcoming projects, conflict resolution and staff incentives Show less • Troubleshoots via phone hardware, software, and network operating problems and involves technical resources to ensure resolution.• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.• Serves as a technical adviser to users with complex system issues by resolving or conferring with technical personnel.• Coordinates, tracks, briefs, and refers information on communications, networks, hardware, software, e-mail, and application programs to technical, professional, or service personnel.• Use database to log, report, and track system and network outages, authorized service interruptions, mission impacts, and site equipment repair orders.• Dispatch field service engineers to worldwide site locations.• Manage and monitor filed service engineers schedules and progress.• Apply understanding and knowledge of information systems products and services to assist, provide, update, and give feedback to users.• Use Trouble Management System (TMS) database monitoring tools to maintain up-to-date information and situational awareness.• Receives and prioritizes customer issues and forwards them to appropriate personnel by applying escalation procedures.• Ensures appropriate technical responses to insure awareness, urgency, and timely problem resolution. Show less

  • Tech Helpdesk Team Lead

    Feb 2014 - Jul 2014

  • Tech Helpdesk Analyst

    Jan 2013 - Feb 2014
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  Computer world services corp. (cws)

  Jul 2014 - Jul 2015

  Technical analyst

  • Effectively troubleshoots via phone hardware, software, and network operating problems and involves technical resources to ensure resolution.• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.• Serves as a technical advisor to users with complex system issues by resolving or conferring with technical personnel.• Database and system management for the Oracle based (Siebel) ticket subsystem and service management modules.• Support for multiple departments within the SRC to include Defense Personal Property System, OPS Management, and ETA.• Support for Washington DC area Millennium Challenge Corporation (MCC) users, including server, desk-side, and application management.• Update and maintain system outage databases Show less

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  Cwps

  Jul 2015 - Jun 2016

  System administrator

  - Create mail enabled user accounts- Determine Exchange Mailbox database assignments- Create users'​ home directories with appropriate permissions- Assist with registration of users Common Access Card (CAC)- Modify a user's account permissions- Add user's accounts to Distribution/Security Groups- Create new Distribution/Security Groups - possibly mail enabled- Modify Group Permissions on User Folders- Create and modify Shared Mailboxes- Assign permissions to allow users access to the shared mailbox- Disable a shared mailbox ability to log on- Create a new Exchange Public Folder (i.e. Unit Calendar, bulletinboard, etc...)- Assign permissions to Exchange Public Folders- Assist users in the configuration of MS Outlook- Edit the mail profiles through the control panel- Disable CAC requirement for logon- Reset user's password- Rebuild user profiles- Scan .pst files- Utilize Remedy to submit, modify, resolve, close requests forassistance- Assist members with configuring different types ofauthorized Cell Phones and Devices Show less

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  Express scripts

  Jun 2016 - now

  • Information Protection Manager

    Nov 2020 - now

  • Information Protection Engineer

    May 2020 - Nov 2020

  • Information Protection Lead Analyst

    May 2019 - May 2020

  • IT Security Analyst

    Jun 2016 - May 2019