April Chapman

Experience

• 

  Liberty Mutual Insurance

  Apr 1998 - Dec 2006

  Information Technology Specialist

  • Administered remote and on-site support to a Fortune 500 company of 30,000 employees in hardware, O/S and software troubleshooting and resolution, file & print support, e-mail, mainframe emulation, PC re-imaging and deployment, migration support, hot swap management, disaster recovery, electronic reporting and business application support. • Investigated application and networking problems and provided detailed technical analysis of the issues and the resolutions. Achieved 95% closure and satisfaction rate on weekly benchmark reports.• Created L1 and L2 technical scripts for technical knowledge base (TKB) and an online knowledge base that was primarily utilized by customers and non-technical system users. • Applied utilities and processes to monitor activities performed by the infrastructure management team. Responsible for triage configuration, maintenance, report metrics and daily activities. Show less

• 

  Lockheed Martin

  Jun 2007 - Dec 2007

  Information Technology Specialist

  • Provided detailed root cause analysis in the area of performance and capacity modeling for applications (such as CPMS, DMA, EDCS, LOADRUNNER, and AND WEBSPHERE) following a stringent Service Level Agreement (SLA).• Worked with additional Tier 2 and Tier 3 support groups to analyze Sev1 and Sev2 issues to determine the root cause of a problem

• 

  Westat

  Dec 2007 - Oct 2016

  Helpdesk Manager

  • Provided detailed root cause analysis and technical support to a remote staff of over 2000 employees in virtual environments via Citrix Servers, Juniper remote desktop and VMware. Served as a Subject Matter Expert for various technical support issues to provide advanced support to the Level 1 and 2 helpdesk as well as other support groups company wide.• Wrote detailed technical documentation, classroom aides, and training materials for training team delivered to > 400 end users. • Continuously updated documentation for > 500 virtual employees and provided training for new hires. • Responsible for communicating orally and in writing to the organization and senior management regarding any new software rollouts.• Managed enterprise wide software rollouts for Office 2010, Windows 7 and Adobe products and met all deadlines: o Role included creating .msp file using companies customized settingso Managed pilot testing and roll out groups. o Provided escalated support for advanced helpdesk calls. Provided executive staff weekly status reports on software rollout status.• Served as a customer service relationship specialist responsible for resolving all helpdesk issues for executive staff management team. Show less

• 

  American Institute of Physics

  Oct 2016 - now

  Responsible for building program/project management capabilities. This includes establishing the day-to-day functions of the PMO which includes, but is not limited to, engaging directly in high-priority strategic initiatives, providing internal consulting/guidance to work groups to self-manage smaller scale projects, developing PMO policies and processes, assessing program/project management resource needs, and collaborating cross-organizationally with other leaders to strategically deploy PMO practices throughout the organization. Show less • Management of Help Desk operations. Establish service levels and ensure that tickets are resolved quickly and completely.• Implement, optimize and manage service desk software. Report on performance metrics. Generate status reports. Analyze data and drive strategies for improvement.• Manage and develop Help Desk staff. Ensure Help Desk coverage during normal business hours and after hours on-call support.• Suggest new and improved ways of using digital technologies to improve staff productivity. Work with the Director of Information Technology Services to develop project plans and implement new technologies.• Assist the Director of Information Technology Services in annual budget preparation for all expenses related to Help Desk operations.• Help draft and maintain IT Policies and procedures. Show less

  • Project Manager

    Aug 2022 - now

  • Interim Director of IT Services

    Jun 2020 - Nov 2022

  • IT Helpdesk Manager

    Oct 2016 - Jun 2020