Patrick Hebert

• Reviewed operational data to identify improvement opportunities, supporting process optimization and driving 20-40% increases in various SLA measurements.
• Tracked operational data to identify performance trends and variations, enabling proactive adjustments to processes.
• Developed process improvement plans to streamline business operations and enhance efficiency.
• Established a comprehensive incident management process to ensure efficient resolution of issues. and problem management practice guides.
• Compiled, modeled, and reported data to support efficiency targets.
• Identified and flagged exceptions in operational processes to facilitate timely resolutions. and deviations and recommended corrective actions to realign processes.

• Supported customers and enhanced operational readiness for the United States Air Force through IT standardization, collaborating across teams to implement secure industry best practices.
• Highlighted Service Desk agent software needs and permissions at an Enterprise level by developing First Call Resolution (FCR) exception analytics to demonstrate SLA impact; granted approval for access which led to improved customer satisfaction and FCR increased by 40%.
• Organize workflow to segment support tickets, reducing time to resolve (TTR) and escalations by 75%.
• Improved service desk agent performance by standardizing manager feedback through coaching forms, resulting in 10% reduction in average handle time (AHT) and 5% point increase in ticket and call handling quality.

Facilitated cross-functional collaboration with multiple Air Force bases to develop standard operating procedures and enhance knowledge base.

• Coordinated oversight of AESD mobility program under Department of Defense regulations on Defense Mobile Unclassified (DMUC) platform supporting 90K+ devices and users.
• Communicated project delays to stakeholders and helped reset expectations for hardware and software release, reducing attrition to less than 10%.
• Reviewed agent-customer interactions for quality and provided actionable feedback, enhancing launch performance from ~90% to ~5.5% basis points within the first month.
• Set up subjective ticket quality metrics for evaluation and auditing, driving ~20% base point improvement within three weeks of implementation.

• Delivered Tier II technical support to agents and staff on the Army network and Enterprise Service Desk account, enhancing user access to the Army Knowledge Online (AKO) portal.
• Coached agents on ticket documentation, best practices, and tool use, reducing response wait time by 40%.
• Conducted training quality control and provided support to team members, ensuring adherence to performance standards.
• Assigned Tier 1 agents across support lines through queue management and kept 98% compliance with contractual SLAs.
• Updated knowledge base documentation for Dell and revised SOPs for Army Enterprise Service Desk mobility support teams, reflecting process changes and improving workforce efficiency.

• Supported Dell Services Federal Group Army Enterprise Service Desk account as lead analyst, handling tier 1 support for Army personnel on network access and AKO portal site.
• Oversaw enterprise email support, provisioned user mailboxes, updated class of service, and managed organizational mailboxes, calendars, and distribution lists to ensure seamless communication.
• Provided Active Directory support, checked object status, and identified corrective actions for items outside network policies and procedures.
• Troubleshot Blackberry 10 and Enterprise Server issues, created user accounts, and facilitated account activation to enhance user experience.
• Generated monthly reports detailing corrective actions, changes, and outcomes to support service improvements.