Joseph DeLaRosa

Project Manager Support.

• Develop and retain relationships with high-ranking military personnel, civilians, and vendors.
• Developed dashboards to monitor key performance indicators.
• Optimized existing database structures for better performance on analytics tasks.
• Maintained documentation of all tasks related to each project.
• Translated raw data into meaningful information using statistical techniques.
• Performed quality assurance checks on deliverables prior to submission for review or approval.
• Provided administrative support, including scheduling meetings, task management via JIRA/MS Planner, and managing calendars.
• Tracked the progress of projects by creating dashboards using various software applications, such as Microsoft Excel or JIRA.
• Created reports for key metrics associated with all projects.
• Supported the development of new methods, tools to improve efficiency in planning, executing projects.

Account provisioning.

• Assisted with writing and/or updating policies under the guidance of NIST 800-53A Revision 4.
• Assisted with creating guidelines for the provisioning process of accounts directly involved with the DoD's electronic health record system.
• Collaborated with different parties (contractors and civilians) to achieve the same goals.

Service Transition.

• Prepared medical treatment facilities with the onboarding of a new electronic health record system.
• Provided on-site support.
• Generated reports tailored to support requests and/or break-fix issues.

Operations and Support.

• Provided remote support during Go-Live events to ensure that any high or critical tickets are addressed immediately within the MHS Service Help Desk.
• Created and/or edited Service Catalog items in support of MHS GENESIS within the MHS Service Help Desk.
• Provided direct account support for MHS GENESIS users within the MHS Service Help Desk.

• Provided technical leadership and hands-on support to a team of 20 or more Tier 1 Technical Support Agents.
• Developed training materials, and conducted onboarding and refresher training sessions for new and existing team members.
• Created, maintained, and enforced policies and procedures for the department.
• Responded to customer inquiries, troubleshot technical problems, and provided technical support.
• Assisted in the development and maintenance of customer service standards, practices, and processes.
• Monitored and maintained queue escalations.
• Evaluated and recommended new technologies to improve customer service and operational efficiency.

• Provided reliable technical support to over 600 end users in a corporate environment.
• Troubleshot user-reported hardware and software issues, resolving most within 24 hours.
• Configured and deployed new PCs, laptops, and mobile devices for new hires.
• Installed and maintained Windows 10, Office 365, and various specialized applications.
• Trained new end users, providing step-by-step instructions and guidance.
• Established and maintained positive relationships with users by providing superior customer service.

• Provided technical support and troubleshooting services to internal and external customers for hardware, software, and network-related issues.
• Managed user accounts, permissions, and access rights.

• Supervised and coordinated the daily operations of 20 or more technical support staff.
• Established performance goals and objectives for technical support staff, and monitored performance against those goals.
• Analyzed customer feedback to identify areas for improvement in customer service and technical support.
• Developed and implemented customer service and technical support policies and procedures.
• Communicated customer service and technical support requirements, and standards to staff.
• Trained and mentored technical support staff in customer service and technical support best practices.
• Led the technical support team in troubleshooting and resolving customer issues.

• Managed incoming technical support requests from customers via phone, email, and chat.
• Diagnosed and resolved customer technical issues in a timely and efficient manner.
• Offered technical support to customers in a courteous and professional manner.