Experienced Supervisor with diverse industry experience in agile delivery of helpdesk services, customer-oriented desk-side support, hardware and software recovery, workstation operating systems, end-user computing development, video-media support, and system administration. Professional expertise includes law enforcement computer systems support, system applications, disaster recovery planning and information protection analysis. Maintain a current Top-Secret Clearance
Strong collaborative skills
Excellent problem solving skills
Customer needs assessments
Strong analytical skills
Technical help desk experience
Strong oral and written communications
Business Requests Assessments
Associate Chief- Desktop Support Services April 2012 to CurrentUS Marshals Service /GS-2210-14 － Arlington,, VA
Supervisory leadership for the Information Technology Division Service Management Branch (SMB), Desktop Support Branch (3FTEs and 1 contractor) supporting 850 users within USMS Headquarters and 4 remote sites.
Provide direction and oversight for IT Break Fix services leveraging Help Desk Managed Services Support (30 Contractors) Tier 1 and the Decision One (D1) support (100 contractors) to maintain operational IT lifecycle service delivery for USMS end users at 380 geographically dispersed sites nationwide.
Mange customer and client IT services to assess business requirements and meet service delivery expectations.
Event management of stakeholder customer expectations on over 1000 impact events annually; identify root cause for service impact events, determine resolution options and prioritize relevant measures and provide recommendations to senior leadership on course of actions.
Deliver training to the Help desk and tier 2 support teams both orally and in written format for operational process clarification on over 100 IT related services.
Administrative staff management, review and rate staff performance appraisals, approve leave, awards, training, Individual Development Plans, and recommend performance-based corrective actions as needed.
Plan, develop, assign and direct staff in the performance of daily functions and Branch IT activities.
Developed policies and procedures for nationwide IT services and support processes.
Directed the FY16 Capital Equipment Replacement Program (CERP) Desktop/Laptop replacement and coordinated the shipment of FY17 device replacement for USMS headquarters.
Tier 2, Tier 3 and Tier 4 desk side and remote assistance support activities for geographically dispersed end-users on USMS authorized devices.
Incident Management governance for troubleshooting activities of all headquarters end-user devices and services.
Identify continuous service improvement opportunities for efficiencies and increased performance.
Manage the operational lifecycle delivery program and provide leadership for ~150 minor operational projects annually.
Strategic planning and implementation for major IT operations projects annually tracked at the executive level with performance based delivery objectives.
New service end user support deployment of software installations, printer installation, office moves support, and provide training support Special event and training services support as the USMS headquarters subject matter expert.
Supervise ticket and call team support operations to ensure they are prioritized for prompt resolution for USMS headquarters users.
Alert Executive Leadership to IT operations response and support problems.
Quality assurance inspections through follow up to end-users for validation calls were effectively handled.
Produce statistical reports to measure performance, validate vendor service level agreements achieved, and determine response for resolution time to effectively direct the ITD workload.
Developed transitional technical, implementation, and strategic plans for budget forecasting supporting business requirements related to multiple Divisions IT operational services.
Produce written guidance and procedures to improve support staff response and processes.
Host training sessions for knowledge sharing, work study groups, scenario based end-user requirements gathering sessions, and staff competency growth sessions on IT related operational topics; Chaired inter-agency meetings, end-user training sessions, stakeholder engagement meetings, vendor meetings, and conducted biweekly/monthly staff meetings to provide briefing updates to the multi-level stakeholders.
Installed and administered Remedy Helpdesk Management System (used to track helpdesk problems and resolutions for the USMS).
Provided primary technical support as the system administrator for Headquarters USMS network configurations management, systems administrator support for managing and supporting UNIX, Linux and Windows servers Managed the relocation of 1400 end-user IT assets and services to the new USMS Headquarters facility with transition to a new VoIP phone service and dial plan redesign initiative.
Developed end user guidance for administrators and customers with quick reference guides used to orient relocating Headquarters USMS users.
Selected as the ITD technical subject matter expert and customer liaison for the Executive Leadership staff, assisting with translation of business and end user requirements for specialized Director level requirements into IT service delivery solutions.
Integrate roughly 15-20 new hardware, software and service options to existing infrastructure and operational process delivery for end-user support at USMS Headquarters.
Determine annual and ad hoc training requirements related to federal staff technical competencies, secured funding and coordinated cross ITD training events to develop overall technical skills of staff.
Recently identified a windows 10 course and expanded offering for a reduced price shared web based training opportunity for all of Service management Branch and participants from 3 other ITD staffs.
The web based opportunity allowed for nationwide participation from geographically dispersed staff and included consideration for time zone offsets to promote maximum flexibility to participants.
Assist Divisions on the best value purchases for IT services, update the shared authorized marketplace authorized IT device entries for use by all USMS users.
Identified Video Teleconferencing options, briefed management on the BCA.
Deployed selected option to USMS regional task forces in Headquarters, New York,, MD, CA, LA, and GA providing a cost effective collaborative option for mission communications.
Acting Chief - Telecommunications/Infrastructure June 2007 to April 2012US Marshals Service/ GS-2210-14 － Arlington,, VA
Currently Acting Chief, Telecommunications/Network Infrastructure Support for the Information Technology Division servicing the US Marshals Service 6,500 employees and support contractors located in approximately 400 offices across the U.S. and its territories.
Administer muti-million annual telecommunications budget/investment portfolio to support and manage all activities surrounding telecommunications and network infrastructures for Headquarters, field offices and new acquired offices for occupancy.
Develop and implements agency-wide telecommunications strategies, policies and procedures for all IT telecommunications related entities, including network infrastructure, standards, portfolio management, project management, security and telecommunications operational protocols.
Direct telecommunications operations, including responding to user requests, phone calls and assisting repair and replacement of telecommunications instruments, servers and infrastructure when needed.
Develop, enhance, deploy and maintain USMS telecommunications applications to meet agency mission and program requirements.
Represents the agency at interagency meetings and councils.
Support and advise USMS executives on all IT and telecommunications issues.
Establish controls to ensure compliance with applicable laws and regulations.
Directs, plans and supervise all activities for five telecommunications specialist.
Plan, design, implement and maintain a variety of telecommunications systems (i.e.
Blackberry communications, DSL installations, satellite communications, video teleconferencing, cabling upgrading, fiber optics, ATM, wireless) throughout USMS.
Conduct site surveys to install and improve existing telecommunications systems.
Prepare training materials and conduct formal training for USMS personnel on the usage, operation and maintenance of communications equipment.
Direct and manage circuit provisioning and tracking, billings and expenditure reconciliation.
Administer district communications requests for telecommunications equipment, repairs, purchases and prepares technical reports, as required.
In conjunction with Headquarters, support telecommunications activities for co-located offices within federal courthouses; Direct and manage installation activities for special law enforcement surveillance activities, fugitives and sex offender systems programs As COTR managing a nationwide effort to replace old CAT 5 wiring and replacing with CAT 6 IPV cabling for all USMS offices across the country.
Chief, Helpdesk/Desktop Support Services August 2002 to June 2007US Marshals Service/GS-2210-14 － Arlington, VA
Hours per week: 40 Pay Plan: Grade: GS-14 Chief, Helpdesk / Desktop Support, reported to the Chief, Systems Administrators of the Information Technology Branch within the US Marshals Services (USMS).
In that capacity executed the supervisory management duties over the USMS Helpdesk support unit (4 contractor employees) serving 4000 users nationwide and supervisory duties over the Headquarters Desktop Support Unit (12 systems administrators) supporting 850 users within USMS Headquarters (Crystal Square 3 & 4 Arlington, VA).
Assigned, planned and directed all administrative duties and functions and developed policies and procedures for both supporting units.
Reviewed and rated performance appraisal, approved leave, awards, training and preformed performance-based corrective actions as needed.
As Chief, Helpdesk, provided the following tasks managing the operations of the Marshals Service Information Technology Help Desk; Monitor and oversee the activities of the four contract employees that constitute the Help Desk staff.
Confirm calls are handled promptly and appropriately.
Alert managers to response and support problems.
Provide quality assurance by periodically following up with users to ensure calls were effectively handled.
Produce statistical reports to determine call volume, response and resolution time, and ITS workload.
Write guidance and procedures to improve support processes.
Serve as the Contracting Officer's Technical Representative, or COTR, for the Help Desk support contract.
Installed and administered Remedy Helpdesk Management System (used to track helpdesk problems and resolutions for the USMS).
As Chief, Desktop Support, provided the following tasks : Ensuring users receive timely support for helpdesk issues Oversee and make available repairs to all users hardware issues Reviewed all software purchases and provided developmental test for software compatibility Ensured that all equipment received approved images Provided quality assurances to reduce interpretability of equipment and decrease user call responses Oversee all software and hardware upgrades Serves as the Division's expert on emergency network readiness systems; network monitoring and management support for USMS MNET Wan/Lan Area Network Developed and implemented technical, technology/tactical plans and technical budgets for several divisions within the USMS.
Implemented and directed work studies, information-sharing scenarios, led re-organization analysis training scenarios and developed mission objectives and goals for agency USMS consideration.
Chaired inter-agency meetings and conducted biweekly/monthly meetings to provide briefing and updates to the entire user population and upper management.
As Chief, performed other duties as a system administrator which consisted of the following activities; network configurations management; systems administrator support for managing and supporting UNIX, Linux and Windows 2002/3 servers Job before USMS.
Master of Science : ED Administration/Computer, 06/1974Purdue University － West Lafayette, INEducational Administration/Computer
Education Computer, 06/1973Northern Illinois University － Dekalb, ILEducation/Computer
High School Diploma : 06/1969Farragut High － Chicago, IL, United States
Alpha Phi Alpha - Member
Systems Administrator Unix/Dos/Linux operating systems certification 1972
System Administrator Macintosh/Microsoft Windows operating systems, certification 1988