|
|
Title: |
Jr Project Manager
|
Location: |
US-District of Columbia-Washington/Metro
|
Work History: |
ATH Solutions (contractor at DHS) Dates Employed: 12/2009 Present
Washington, DC
Customer Relations Manager
Act as liaison between the IT, Business communities, stakeholders and upper level management in developing and implementing Customer Relations Manager solutions
Evaluate feasibility, analyze the available options, plans, schedules and control activities to fulfill identified client objectives, applying knowledge of clients business needs, technical capabilities/issues, and technology effectively
Establish guidelines and performance expectations for staff members
Identify training needs for staff and users
Analyzes internal helpdesk work flow and establish procedures to improve effective and efficiency of the operation of the help desk for better customer service
Conducted research on emerging products, services, protocols, and standards in support of desktop and help desk technology procurement and development efforts
Manage the activity of contracts by gathering business and client requirements for supplies and equipment needed, review all incoming purchases and reconciling invoices for payment
Plan, schedule and assign work to the Technical Support Desk staff using the Remedy ticketing system
Develop, maintained and implement standard operating procedures
Plan, implement and evaluate long and short-term information technology to support the directorates strategic solution mission related needs
Successfully implemented a printer initiative by having all the printers changed to duplexing and removing all personal printers except for approved personnel. By implementing this initiative it allowed the government to cut cost on paper products making them eco-friendly
Design and enforce request handling and escalation policies and procedures
Established goals to meet customer service performance requirements
Provide oversight to all aspects of customer related issues including customer advocacy with other areas of IT
Maintain a high level of employee morale within the team by praising and rewarding them for a great job
Prepare and present presentations of Information Technology policies and procedures for new hire
Analyze and evaluate reporting activities, determining and recommending changes needed with policies and procedures
Gathered customer requirements by conducting bi-weekly meetings with management to discuss clients software, hardware and network needs to developed a word document keeping my audience in account to the Director to present to the CIO
Visionary Integrated Professionals (contractor at DHS) Dates Employed: 9/2007 12/2009
Washington, DC
Team Lead (IT)
Provided oversight to all aspects of customer related issues
Provided direction and technical guidance in planning, developing, implementing, and operating software, hardware and projects
Coordinated and/or performed hands on fixes at the desktop level, including installation and upgrading of software, installing hardware, and configuring systems and applications
Ensured that desktop services are aligned with security requirements
Planned, scheduled and assigned work to the Technical Support staff for completion of task with selective consideration to the difficulty, the requirements of the task, and the capabilities of the team member
Developed, maintained and implemented standard operating procedures and technical documentation
Identified training needs for staff
Diagnosed and resolved complex problems in response to customer reported incidents
Established goals to meet customer service performance requirements
Established guidelines and performance expectations for staff members
Analyzed effectiveness of plans and schedules to detect areas requiring improvement
Prepared reports of briefings to justify required operations and project resources
Lead and supervised a team of six IT specialist professionals
Designed and enforce request handling escalation, policies and procedures to provide clients with superb service
Established goals to meet customer service needs such as resolving all higher level incidents (VIP), within 4 hours of the ticket being generated ensuring the customer is being contacted by every means of communication (email, blackberry, and phone.
5/2008 12/2008
Back up Team Lead (IT) (promoted)
Planned, scheduled and assigned work to Technical Support staff
Coordinated office moves, mass hardware and software installations
Diagnosed and resolved complicated problems in response to customer reported incidents via phone, email and the Remedy ticketing system
Conducted weekly technician meetings to inform staff of new policies and procedures. Listened to team regarding any issues they may have had and come up with a solution to their problems
Responsible for all aspects of Information Technology customer service, including help desk operations for Science and Technology, Civil Rights and Civil Liberties and Office of Health Affairs
Coordinated and/or performed hands on fixes at the desktop level, including installation and upgrading of software, installing hardware, and configuring systems and applications
Interpreted information and system policies in order to provide technical advice and assistance regarding IT software and hardware
Supported 3,000 customers on and off site
Managed, supervised, administered, developed, delivered, and support all information technology systems and services
Developed, maintained and implemented standard operating procedures and technical documents
Responsible for reporting all inventory of blackberrys, air cards and pagers to Asset Management
9/2007 5/2008
IT Technician (promoted)
Performed hands on fixes at the desktop level to VIPs including but not limited to installation and upgrading of software, installing hardware, and configuring systems
Interpreted information and system policies in order to provide technical advice and assistance regarding IT programs
Planned, coordinated, and accomplished studies to identify and determine customer business needs
Diagnosed system failures to isolate source of problems between equipment, system software and application programs
Interacted with peers and vendors to resolve hardware and software problems
Provided system support on personal computers, laptops, blackberries and PDAs
Developed and maintained a daily report to inform manager of progress of all the tickets assigned to myself
Provided admirable customer service and IT desk side support to 1200 clients
Accurately and thoroughly completed assigned Remedy trouble tickets
Responsible for resolving technical issues accurately, expeditiously, and effectively
CYIOS Corporation (contractor at DOD) Dates Employed: 04/2006 09/2007
Washington, DC
Back-Up Site Lead (IT)
Responsible for all aspects of Information Technology customer service, including helpdesk operations in the absents of the Site lead
Created and monitored work schedules for 6 helpdesk professionals
Planned, scheduled and assigned work to the technical staff
Developed and implemented standard operation procedures, installation documents and user guides
Used sound judgment to produce alternatives to resolved issues with a high priority
Resolved clients complaints in regards to services rendered while being committed to providing quality customer service
Managed and led the daily activities of the helpdesk function, to include coaching, organizing, planning staff and help desk operations
4/2006 12/2006
Network System Administrator (promoted to Back-up Site Lead)
Provided top-notch customer service while assessing, resolving and satisfying clients needs when resolving incidents
Managed, created and maintained users login accounts in Active Directory and on the Enterprise Blackberry Server (BES)
Received, analyzed, researched, and resolved client hardware, operating system, application software, peripheral equipment, and network or connectivity problems including installation, replacement and upgrades
Dynamic Research Corporation (contractor at DOD) Dates Employed: 02/2004 04/2006
Alexandria, VA
Sr. Computer Technician
Coordinated and/or performed hands on fixes at the desktop level, including installation and upgrading of software, installing hardware, and configuring systems and applications
Interacted with higher-level government officials with the proper decorum and professionalism
Ensured that desktop services were aligned with security requirements to prevent vulnerabilities to the network
Diagnosed and resolved the most complex problems in response to customer reported incidents not limited to software installs, hardware and peripheral malfunctions
Provided desk side and remote support to over 1,000 government employees using Dame ware a remote tool
Used sound judgment to generate and evaluate alternatives with resolving complex incidents and made recommendations based off of clients needs
Provided training for newly hired staff
Conducted oral presentations and training to staff with regards to new software and hardware deployments and installs
Managed, created and reset users accounts using Active Directory
Made recommendations to purchase hardware and software based off of users needs
Titan Corporation (contractor at DOD) Dates Employed: 10/2002 02/2004
Alexandria, VA
Helpdesk Analyst
Provided excellent customer service and technical support via phone and desk side to 1500 government employees and high level government officials with the proper decorum
Installed and performed hands on fixes at the desktop level, including installation and upgrading of software such as virtual private networks, COTS (commercial off the shelf) software, GOTS (government off the shelf) software, installing hardware, and configuring systems such as Dell laptop/desktop and Hp laptops/desktops
Ensured that all desktop and laptops services were aligned with security requirements
Monitored, updated and assigned workload task using the Magic ticketing system
Performed thorough troubleshooting while resolving incidents tickets by paying attention to details and listening to clients needs
Created and administer user accounts using remote tools such as Dame ware and Timbuktu to offer effective troubleshooting on and off site in 9 different locations to pc users
|
Skills: |
Operating Systems: Windows 2000, XP, MAC and Vista
Software Application: Microsoft Office Suite 97/2000/2003/2007, Magic (ticketing system), Adobe Acrobat, Remedy (ticketing system), Norton Utilities, MS Internet Explorer, Remote Access Software (Dial-up, VPN, CITRIX), Norton Ghost Utility, VTC, Timbuktu, Dame ware, Microsoft Exchange Server and Staff Management Software.
Hardware: Desktop & Laptop (Dell & HP), peripheral equipment and installation (CAC card, CAC sled, supporting hardware (hard drives, network interface cards, and other interface peripherals), HP Printers, Blackberry (Verizon, T-Mobile,
|
Education: |
Strayer University
M.B.A 06/2011
Major: Business Administration in Project Management
|
Endorsements
|
 |
YaQuisha has received 0 endorsements.
|
YaQuisha has endorsed 0 Members.
|
| |
Rank |
Title |
Location |
Status |
Actions |
|
Public Messages
|
|
| From |
Date |
Message |
No public messages. |
|
|
