Todd Boessen

Experience

• 

  NCI, Inc.

  Jul 2009 - Oct 2012

  Senior Help Desk Technician

  • Provided superior technical support to analysts at the Government Accountability Office through phone, email, and face to face interaction documenting work done in ticketing systems Heat and ITSM.• Designated to a project team responsible for upgrading the agency’s notebook and tower computers to the Office 2007 suite. • Assigned to floor support rotation for week and month long assignments, to change hardware such as laptops and monitors, assist users with software installations and problems, and address network and standalone printer and scanner issues.• Served as primary Blackberry and wireless device contact for the Help Desk through Verizon and AT&T networks; assigning, installing software and performing walkthrough training on device how-to.• Assisted users to connect to the GAO network from remote locations using the Remote Access Portal via Citrix and our VPN client Network Connect.• Provided On Call 24/7 support working from home by monitoring the After Hours Emergency voice mailbox two weeks a year.• Twice given awards from NCI for excellence in Customer Service and leading the Help Desk statistical categories. Show less

• 

  CSRA Inc

  Oct 2012 - now

  • Responsible for development, progress and success of 15 employees reporting directly in both matters of contract mission and company procedure. • Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support to the Administrative Office of the US Courts.• Assess department performance through various statistical and reporting methodologies, such as daily reports, customer satisfaction surveys and feedback to implement continually improved service from all support divisions on our team.• Collaborate with Project and Engineering teams to upgrade and install new IT solutions and services to the AO.• Provide input on the deployment of Service Desk and Deskside Support resources for project based operations.• Coordinate with government staff to ensure their vision of customer support is successfully accomplished on a daily basis.• Screen, interview and provide final input for new hire staff for Service Desk, Deskside Support and Project teams.• Maintain and design staffing schedules to improve service coverage.• Use extensive experience on both the Service Desk and Deskside Support teams to provide guidance and assistance for efficient incident resolutions and service request completion. Show less • Served as main point of contact for as many as 12 projects simultaneously for the Telecommunications, Wireless and Data Division at the Department of State.• Lead and conducted site surveys and walkthroughs to confirm and redefine scope of bureau moves and hardware upgrades and refreshes.• Created and submitted work packages that included statements of work, cost estimate letters, basis of estimates and billing of materials to government and contracting leads for approvals.• Submitted, approved and monitored Extended Work Week hours on projects requiring overtime.• Worked directly with general contractors during buildouts of new spaces to schedule and coordinate voice and data equipment in new Computer Equipment Rooms.• Submitted weekly and monthly progress and status reports to management to summarize accomplishments, upcoming activities and risk. Show less - Led Blackberry to Migration project that included the transfer of mobile number, contacts and other data from Blackberry to iPhone for 500 users at the Administrative Office of the US Courts.- Configured, deployed and administered iPhone and iPad devices through the Airwatch MDM application and console.- Worked with Verizon, AT&T and Sprint vendor representatives to open, swap, port and cancel government owned mobile numbers.- Operational point of contact for the DUO Mobile mobile application agency rollout to add a second factor of authentication to remote access procedures. Show less

  • Senior Manager - Service Desk

    Nov 2015 - now

  • IT Project Manager

    May 2015 - Nov 2015

  • Senior Systems Administrator, Wireless Administrator

    Oct 2012 - May 2015