Kenneth C Berry
Abingdon,MD
Summary
Dynamic leader with a proven track record at GlaxoSmithKline, enhancing operational excellence and workforce planning. Spearheaded a team to achieve 99.6% accuracy in IT asset management, demonstrating exceptional project management and employee development skills. Skilled in logistics oversight and fostering customer relationships, I drive projects to completion with efficiency and innovation.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Laboratory Systems Automation Operations Team Lead
GlaxoSmithKline
Rockville, MD
10.2022 - Current
- Company Overview: Rockville Center for Vaccines Research
- As the team lead my primary duty is to ensure daily laboratory operations are performed/maintained by the Laboratory Systems Automations team by managing time, resources, and manpower to ensure all projects are completed on schedule
- Attend meetings requiring an LSA presence with the multiple business units onsite
- Create and develop processes used in the labs and documentation outlining these processes
- Rockville Center for Vaccines Research
Laboratory Systems Automation Operations Senior Tech
GlaxoSmithKline
Rockville, MD
11.2020 - 10.2022
- Company Overview: Rockville Center for Vaccines Research
- Provided end user support to the Laboratory Staff members, support proprietary applications, and COTS software used by GlaxoSmithKline
- Utilized Remedy and Service Now ticketing systems to enter service requests and to track work completed for requests
- Acted as the primary trainer for all incoming techs to ensure they have a solid foundation and understanding of the current processes
- Performed imaging and configuration of hardware and software using GSK images
- Configured hardware to include, laptops, desktops, printers, scanners, and external drives
- Created data/drive backups of retired systems using Acronis
- Rockville Center for Vaccines Research
Informatics Training and EHR Support Analyst
University of Maryland Medical Center
Baltimore, Maryland
08.2015 - 12.2020
- Supported with EPIC implementations and Go-Lives at different hospitals system wide across the state: University of Maryland Medical Center, University of Maryland Midtown Medical Center, University of Maryland Rehabilitation and Orthopedic Institute, St, Joseph Medical Center, Baltimore Washington Medical Center, Charles Regional Medical Center, Shore Regional Health (Easton, Dorchester, Chestertown, and Queen Anne’s), Upper Cheaspeake Medical Center, Harford Memorial Hospital
- Credentialed in multiple EPIC Applications: ClinDoc (to include Inpatient RN, Unit Clerk, Patient Care Technician, Certified Nursing Assistant, and Mental Health Associate), Psych RN, ASAP Module( to include Emergency Room Provider, Emergency Room RN, Peer Recovery Coach, Emergency Room Technician, Emergency Room Unit Clerk, Crisis Evaluator, and Psychiatric Emergency Services RN), ADT/ Grand Central (to include Bed Planning, Express Care, Patient Transport, and Environmental Services), and HOD’s - Hospital Outpatient Departments (to include Apheresis, CAFCA (RN and Genetic Counselor), Dialysis, EEG (RN and Technician), Gamma Knife, Hyperbaric Chamber, PICC, Pulmonary Function, and Pulmonary Procedure)
- Acts as the primary support of the EHR systems solutions for the user community
- Provide direct technical support for clinical and operational end users of the electronic health record
- Assist with application support testing and training activities as directed
- Provide front line customer service, interacting with staff in a professional manner while providing customer service, with the highest priority, while rounding on units
- This includes tracking and documentation of user requests, engaging appropriate site/corporate/client resources to support the operation and timely closing of support requests
- Assist in the development and implementation of strategic initiatives that will enable employees to develop competence in the use of computer software and systems utilized by both clinical and non-clinical employees throughout the University of Maryland Medical Systems (UMMS)
- Identify areas for opportunity in workflow/process/people/technology and recommend potential solutions to Dedicated Clinical Informaticists
Team Lead, Hardware Asset Management
Lockheed Martin
Baltimore, Maryland
10.2013 - 12.2014
- Company Overview: Information Systems & Global Services-Civil
- Lead a team that is responsible for tracking over 40,000 pieces of IT equipment, with a value of over $81,000,000, for the Department of Health and Human Services, Centers for Medicare & Medicaid Services with an accuracy of 99.6%
- Lead a team of 4 to implement multiple process improvements, continually improving accuracy of the AMDB
- Served as the primary point of accountability for the life-cycle management of information technology assets throughout the organization
- Developed and maintained policies, standards, processes, systems and measurements that enable the organization to manage the IT Asset Portfolio with respect to risk, cost, control, IT Governance, compliance and business performance objectives as established by the business
- IT Asset Management uses integrated software solutions that work with all departments that are involved in the procurement, deployment, management and expense reporting of IT assets
- Information Systems & Global Services-Civil
Deputy Team Lead, Hardware Asset Management
Lockheed Martin
Washington, DC
06.2012 - 10.2013
- Company Overview: Information Systems & Global Services-Defense
- Responsible for tracking over 35,000 pieces of IT equipment, with a value of over 84,000,000 for the USAF in the Washington, DC Metro Area with an accuracy of 99.3%
- Co-Lead a team of 6 to implement multiple process improvements, improving accuracy from 30% to over 85% in less than 6 months
- Served as the primary point of accountability for the life-cycle management of information technology assets throughout the organization
- Developed and maintained policies, standards, processes, systems and measurements that enable the organization to manage the IT Asset Portfolio with respect to risk, cost, control, IT Governance, compliance and business performance objectives as established by the business
- IT Asset Management uses integrated software solutions that work with all departments that are involved in the procurement, deployment, management and expense reporting of IT assets
- Information Systems & Global Services-Defense
Call Center Supervisor
Lockheed Martin
Washington, DC
04.2009 - 06.2012
- Company Overview: Information Systems & Global Services-Defense
- Managed a team of 47 employees in the daily operation of a 24 hour/ 7 day a week Call Center
- Managed, organized, and directed the daily activities related to the call center’s operation
- Responsibility to supervise, plan, and manage functions related to the Call Center environment and review the operations of the agents as well
- Responsibility to work as an information source to answer call center agent questions, assigning tasks, following up and giving instructions as needed
- Responsibility to attend, follow up and resolve customer complaints and questions perfectly
- Provide required support to the staff and training to apply the best skills and knowledge on the job and has to monitor the performance as well
- Prepare the list of on-call and key schedules and personnel to ensure that the Call center agents use all lists as required
- Perform the basic duties such as preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary
- Provided reports showing daily and weekly numbers of FCR (First Call Resolution), number of tickets taken daily and weekly (both but technician and trouble issue), average speed to answer, abandonment rates, average speed to answer, and total talk times per by call type and technician
- Team lead responsible for getting the call center HDI certified in 2009, becoming the first Air Force Call Center in the country to become HDI certified
- Led the team responsible for getting the Call Center recertified in 2011
- Perform all the tasks by discussing with the manager of customer service such as communicating solutions, successes, and opportunities to the Manager of customer service
- Supply maintenance, ordering, and inventory tracking for the Call Center staff
- Information Systems & Global Services-Defense
Senior Help Desk Analyst
Lockheed Martin
Washington, DC
04.2008 - 04.2009
- Company Overview: Information Systems & Global Services-Defense
- Provide Tier 1 and Tier 2 phone support to all levels of civilian, contractor, and Military customers in the working areas of e-mail, directories, standard Windows desktop and other applications
- Triaged hardware/software issues, network account, phone and network connectivity issues, security issues, and printer/peripheral problems
- Supported and maintained user account information including rights, security, and systems groups
- Correctly identify, document, resolve or escalate reported technical problems
- Resolve technical problems and answer queries by telephone in support of internal and/or external customer computer hardware, software, network, and telecommunications systems
- Create and track tickets, assign priority, document, and resolve or elevate to appropriate group(s) for resolutions in Remedy
- Monitoring assigned workload to ensure adequate attention is given to all requests and tracking all service requests using help desk ticketing system
- Information Systems & Global Services-Defense
Education
Some College (No Degree) -
Morgan State University
Baltimore, MDSkills
- Meeting facilitation
- Workforce planning
- Logistics management
- Forecasting
- KPI tracking
- Logistics oversight
- Technology
- Employee development
- Project management
- Inventory coordination
- Customer relationship management
- Operational excellence
Certification
- A+, 01/01/97
- Security+, 04/01/10
- ITIL v3 Foundations, 10/01/11
Military Service
United States Army, Maryland Army National Guard, Retired, 1990 - 2011, S-2 NCO, Intelligence Analyst, TOP SECRET-SCI
Timeline
Laboratory Systems Automation Operations Team Lead
GlaxoSmithKline
10.2022 - Current
Laboratory Systems Automation Operations Senior Tech
GlaxoSmithKline
11.2020 - 10.2022
Informatics Training and EHR Support Analyst
University of Maryland Medical Center
08.2015 - 12.2020
Team Lead, Hardware Asset Management
Lockheed Martin
10.2013 - 12.2014
Deputy Team Lead, Hardware Asset Management
Lockheed Martin
06.2012 - 10.2013
Call Center Supervisor
Lockheed Martin
04.2009 - 06.2012
Senior Help Desk Analyst
Lockheed Martin
04.2008 - 04.2009
Some College (No Degree) -
Morgan State University
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