Jay Timothy Barksdale Jr
Washington,DC
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
7
7
years of professional experience
Work History
CLIENT SERVICES MANAGER
University of District of Columbia / TekSystems
05.2022 - Current
- Primary purpose was delivery, management, and improvement of IT services to support and meet user needs
- Client Services Support manager will be responsible for oversight and leadership for Client Services including, but not limited to: IT Service Desk, Tier Two technical support, onboarding, IT asset management, incident/escalation management, software library, IT service catalog, etc.;
- Collaborated with other Office of Information Technology units to manage Tier One and Tier Two technical support for University while integrating industry-wide best practices to extend and improve levels of IT service for faculty, staff, students and guests in support of University’s mission and goals and performs other duties as assigned
- Worked under direct supervision of Associate Vice President of Information Technology with general oversight provided by Vice President of Information Technology
- Also worked closely with other Directors and staff in OIT department, as well as other leaders throughout University, to advance program goals and achieve strategic outcomes
- Was tasked with working on eSports project (7 week project) in which we had to procure computers, monitors, cameras, and other gaming equipment
- Created new system for tickets in which prioritization was based on low, medium, high, and critical, instead of project, ticket, emergency
- This allowed for SLA metrics to increase by 17% and CSAT Surveys increased from 84% to 93% from June – November.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities
- Performed duties and provided service in accordance with established operating procedures and company policies
HELP DESK LEAD MANAGER
Ironbow Technologies/ VHA Contract
04.2021 - 01.2022
- Oversaw performance of Help Desk team, ensuring customer service is timely and appropriate on daily basis
- Ensured adherence to Service Level Agreements (SLAs), monitoring ticket status, escalations, and reporting
- Was able to increase customer satisfaction from Tier 1 technicians on team from 79% to 85% for 2 months then from 85% to 91% for 3 months
- Managed and oversee ticket queue within ITSM reporting tool, such as ServiceNow, to ensure assignments and workloads are appropriate
- Created new system for Low, Medium, High, and Critical Level Incidents
- This resulted in creation of Tier 3 escalation portals and collaborative channels between Tier 1 / Tier 2, Tier 2 / Tier 3, and Tier 1 / Tier 3
- Tracked and reviewed metrics in real time to ensure SLAs are being met for response, first call resolution, and ticket resolution
- Changed grading system on surveys which allowed for more accurate grading on surveys
- Saw more survey interactions (went from 114 surveys/month (3.17/4 grading scale) to 186 (3.65/4 grading scale) surveys/month)
- Looked for and implement process improvements that help to improve overall delivery of customer support and service
- Developed and delivered recurring reports to meet contract mandates, as well as develop ad hoc reports as needed
- Evaluated employee performance and coached and trained to improve weak areas.
- Delegated high volumes of work to empower team, build trust, and assist with professional development.
- Measured team performance and reported metrics to leadership team members.
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development and budget allocations.
- Helped foster culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
PROJECT MANAGER
Ace Info Solutions, NCO
11.2020 - 04.2021
- Coach and mentored individuals and teams to address learning needs across, as appropriate but particularly within Help Desk
- Using Waterfall Methodology, Worked with other Project Managers and coordinated refresh projects with Help Desk Managers
- Managed multiple projects regarding replacement of legacy equipment such as all cisco 7200 series routers in 3 different locations, multiple layer 2 switches, multiple layer 2 / layer 3 hybrid smart switches, and wifi points and wifi connectivity extenders with brand new state of art equipment
- Worked with all 8 engineers daily through meetings and communication to breakdown expectations and coordinated schedules for when they’d be in facilities and what they’d be working on in facilities
- Made sure all engineers knew which phases of project they’d be working on so that physical and logical mapping of connections for routers and switches would be completed before deadlines
- Was responsible for completing 16 week project of replacing legacy machines with new machines in 13 weeks (Was able to expedite final 8 weeks into 5 weeks through working with 3rd party vendors and engineers.)
- Completed 2020 Cyclical Refresh Project which allowed for 1100 laptops, 1100 monitors, 800 secondary monitors, 1100 wireless mice and keyboards, and 37 printers to be replaced for new models of their counterparts to increase productivity
- Project was slated for 14 weeks and was able to get this complete in 12 weeks through constant communication and ensuring that best practices were used at all times
- Prepared weekly and monthly project status reports for upper management and Federal oversight
- Cut Budget by 6% and was able to allocate those funds to other projects who needed more money based on services required
- Reviewed project milestones and ensured team was on schedule and on budget for delivery
- Balanced needs of multiple stakeholders by continuously improving processes, providing constant communication about all events and updates
- Showed ability to communicate at all levels with clarity, poise, maturity and precision both written and verbally, including in external customer-facing situations
- Demonstrated excellent problem-solving and critical-thinking skills; balancing strategic alignment with technology road map and emerging industry trends with practical delivery as well as experience with business process workflow automation
- Coordinated with cross-functional teams to resolve project issues and mitigate risks
- Monitored project performance to identify areas of improvement and make adjustments
EOC SHIFT LEAD
Ace Info Solutions
09.2019 - 11.2020
- Managed daily operation of the help desk for all 3 shifts interchangeably (available 24/7)
- Monitored response times and user satisfaction levels
- Was responsible for changing the entire grading system within the SLAs so that the technicians were able to complete tasks within realistic expectations
- Improved techniques and practices for managing client queries, troubleshooting and incident prioritization and resolution which saw an increase of SLA completion in the first 3 months from 72% completion to 94% completion
- Diagnosed the development needs of individuals and teams, identifying skill needs and skill gaps which was responsible for the increase in CSAT survey increase
- CSAT Surveys went from 3.44/5 to 4.97/5 in 2 months
- Reviewed training and development options and select appropriate methodology taking into account the individual, project and business requirements then replaced entire training handbook with modern up to date information so that new and veteran technicians could have a manual to retrieve information without the hassle of searching everywhere
- Created a gather page where all KBIs and SOPs could be housed in case information was needed for a specific project or event
- Consulted with other technical teams to ensure integrated actions plans when user impacting issues occur
- Was responsible for creating multiple teams collaboration channels in order to combat the increase of High and Critical Level Incidents
- This resulted in more completion of High and Critical Incidents from 68% completion to 100% completion
- Monitored issue resolution and liaise with stakeholders
- Created “Lessons Learned / Moving Forward” Documents that stakeholders could review at the end of the quarter to see just how many different resolutions we used to resolve issues amongst the 3rd party collaborations as well as other customer issues
- Monitored incident records to ensure they include adequate information and that there is evidence of follow up
- Worked with IT line managers to ensure they are fulfilling their incident management procedures
- Ensured that incidents are managed according to procedures
- Incorporated within routine work processes opportunities for skills development
- Coached and/or mentor individuals and teams to address learning needs across NCO as appropriate but particularly within the Help Desk
TIER 2 DESKTOP SUPPORT LEAD
Ace Info Solutions
02.2019 - 09.2019
- Provided day-to-day technical support of Rockville and DC office from remote location
- Promptly resolved issues through the IT ticketing system as well as Office 365 support
- Utilized Jira to successfully assist in ticket triage with other employees to ensure solutions were met
- Network Security and administration
- Antivirus and software/firmware updates, and vulnerability patching
- Setting up or troubleshooting servers and computers
- Onboarding new employees and administering user accounts and access
- Researching new technologies and improvements for the Dovel infrastructure
- Monitor status and report errors, faulty equipment, logs, and other metrics and escalate as necessary
- 2nd Level of customer support, address customer concerns and questions, and triage and escalate to higher levels as necessary
- Phone system support.
RESPONSE TECH SUPPORT
AMR SOCIAL, Apple Inc
12.2016 - 03.2019
- Monitored and maintained location’s computer systems and networks
- Achieved seven consecutive months of 100% completion to goal with 100% CSAT ratings
- Facilitated team to install and configure computer systems, diagnose hardware and software faults, and solve technical and applications problems over the phone or in person (promoted to tier two in less than two months)
- Use Jira for ticket triage reference and support to resolve issues with Gather KBIs
- Instructing tier one apple community managers set up systems or resolve issues on in person or over the telephone (Attended Management Program for four months and currently leading and managing a team of ten).
Education
B.A. - Cyber Security
University of Maryland Global Campus
Skills
- Software Documentation
- Client Interfacing
- Customer Notifications
- Team Development
- JIRA/ServiceNow
- Customer Retention
- Report Creation
- Lead Generation
- Client Campaigns
- Project Oversight
- Project Facilitation
- Recruitment and Hiring
Affiliations
Experienced support manager with a demonstrated history of working in the information technology and government sectors. Strong information technology professional skilled in Project Management Services, IT Project Management Services, Desktop Support Management, Service Desk Management, Asset Management and Service Desk (ACD) technologies.
Timeline
CLIENT SERVICES MANAGER
University of District of Columbia / TekSystems
05.2022 - Current
HELP DESK LEAD MANAGER
Ironbow Technologies/ VHA Contract
04.2021 - 01.2022
PROJECT MANAGER
Ace Info Solutions, NCO
11.2020 - 04.2021
EOC SHIFT LEAD
Ace Info Solutions
09.2019 - 11.2020
TIER 2 DESKTOP SUPPORT LEAD
Ace Info Solutions
02.2019 - 09.2019
RESPONSE TECH SUPPORT
AMR SOCIAL, Apple Inc
12.2016 - 03.2019
B.A. - Cyber Security
University of Maryland Global Campus
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