Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Terri Darley

Springfield,USA

Summary

Professional with strong experience in IT support and team leadership. Adept at managing help desk operations, streamlining workflows, and resolving technical issues efficiently. Focused on fostering team collaboration, adapting to changing needs, and driving results. Skilled in troubleshooting, customer service, and system administration. Reliable and flexible, ensuring operational excellence and user satisfaction.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Help Desk Manager

Iron Bow Technologies
03.2020 - Current
  • Responsible for management and oversight of a Tier 1/Tier 2 Support Desk providing 5x12 daily support and Web Public Portal team, supporting the Equal Employment Opportunity Commission (EEOC), 2,600 end users.
  • Responsible for daily ticket queue management, assigning Helpdesk tickets, reporting Service fulfillment and Incident tickets, provide quality assurance, and metrics gathering using the ServiceNow reporting tools.
  • Provide agenda and meet daily with Service Desk team leads (Tier 1 & Tier 2), to review ticket metrics, unresolved/outstanding open tickets/tasks, customer issues and updates.
  • Provide as needed, extended research, problem solving and documentation of particular issues within EEOC application or services.
  • Provide responses and assignment of support to special requests by EEOC Executive level management
  • Provide oversight to reactive issues and determine long-term strategic goals.
  • Provide supervisory oversight and coordination of tasks with Government staff and sub-contractor

Service Desk Manager, Tier 1 & Tier 2

Focused Management Inc. (FMI)
08.2017 - 05.2019
  • Responsible for management and oversight of Tier 1 and Tier 2 Support Desk, Customer Service Analysts at the Bureau of Consumer Financial Protection Bureau (CFPB). Provides additional support in a Deputy Program Manager role.
  • Managed day to day operational activities/duties of six Tier 1 personnel providing telephonic support of a 5x16 daily operation, supporting 1500 users and thirteen Tier 2 personnel (performing desk side tasks), at the CFPB headquarters, and 3 remote site locations.
  • Provided agenda,and met weekly with Service Desk team leads (Tier 1& Tier 2), to review ticket metrics, unresolved/outstanding open tickets/tasks, customer issues and updates, and discussion of top technical issues/challenges and troubleshooting methods, for future planned work, and projects.
  • Use of Remedyforce and Service Now (recent migration Feb 2019) for tracking incident and service request fulfillment, review and reporting of ticket metrics, assets, work queue oversight for all technicians to balance workloads when needed.
  • Worked with Asset Manager to query CMDB data (in Remedyforce and Service Now) quality, using query builders within each tool. Additionally, input updates and new Configuration Items for all CFPB hardware as required.
  • Managed Service Level Agreements (SLAs) metrics against tickets and call metrics continually.
  • Provided Administration of Avaya ACD BCMS Vu call system for call monitoring and reporting
  • Created Standard Operating Procedures (SOPs), directed toward CFPB policies and standards, and new applications for training of the Service Desk support staff.
  • Coordinated IT training requirements for staff members, and for newly hired staff and refresh training with team Trainer for internal processes, Standard Operating Procedures (SOPs) and Work instructions.
  • Managed and coordinated as primary POC, urgent and complicated customer support issues. Provide escalation and situational awareness during Incident outages and unplanned requests and issues when reported to the Service Desk.
  • Met weekly with team Technical writer for review of elected and updated knowledgebase articles, for consideration of incorporation into the Service Now knowledgebase
  • Held quarterly reviews with all tiered service technicians, regarding customer satisfaction survey results and discussed feedback comments and suggestions to improve customer service.
  • Met weekly with federal Customer and senior Management to ensure customer satisfaction expectations are met and to review Customer Satisfaction surveys. When needed, coordinated improvement processes to support customer service levels.

Support Desk Manager, Tier 3

Unisys Inc.
09.2016 - 08.2017
  • Responsible for management and oversight of Enterprise Messaging Services, Tier 3 Support Desk at the U.S Department of Agriculture
  • Provided project lead effort for oversight of six Tier 3 technical engineering staff supporting Office365 to include Exchange Online, Exchange Online Archiving, Exchange Admin Center (EAC), Proofpoint, Share point Online, and Skype for Business.
  • Provided project management operational reporting on monthly accomplishments, labor hours, ongoing project status and known risks and issues.
  • Assigned, monitored and reported on Remedy tickets to track project efforts escalated from each of the USDA Agency IT support specialists
  • Worked continuously with our onsite Engineers and handoff support areas to address and correct process improvement.
  • Communicated directly to Microsoft Engineering to support, assign and address escalated incident tickets on a 24x7 basis.
  • Lead O&M managed services and drive the appropriate prioritization for fixes and/or responses.

Consultant

iQual Management Solutions, LLC
02.2016 - 09.2016
  • Provided consult to startup and small businesses providing Help Desk pre and post implementation strategy for federal service desk opportunities provided proposal preparation guidance and support.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.

Service Desk Manager

Dell Systems Federal Government
03.2013 - 02.2016
  • Responsible for management and oversight of daily operations for the Nuclear Regulatory Commission’s (NRC) Customer Service Center- Tier 1 Service Desk.
  • Managed 15 Tier 1 agents supporting a 15x5 daily Service desk operation, supporting over 3,500 local users. Supported agents that must have a working knowledge and support of Dell PC & MAC hardware, MS Office 2013, Active directory and must provide basic troubleshooting skills for Agency specific legacy applications.
  • Managed team workload to ensure all Incident and Service Request tickets have timely updates and are configured with proper priority levels.
  • Served as the customer service POC for all escalated Tier 1 problem resolution and facilitation of Tier 2 and Tier 3 problem resolution and Service Request fulfillment with the IT Service Management Lead and Tier 2 & 3 management teams.
  • Monitored Service Level Agreements (SLAs) metrics against Used Remedy ITSM for tracking & reporting tasks and ticket metrics for Service requests, Change requests & Incident tickets and call metrics continually.
  • Managed ITIL incident and problem processes when ticket trends are noticed. Coordinated Incident outages with Incident Manager, to ensure all Incident activities were captured appropriately to all teams. Reliance on Solar winds monitors in Service Desk area to capture events.
  • Met weekly with Service Desk team leads, to review ticket metrics, unresolved/outstanding open tickets, customer issues and updates. Monitored Remedy CMDB data dashboards regularly for checks against equipment moved into and out of the CMDB.
  • Provided weekly quality audits (QA) of service desk staff tickets/tasks created to ensure efficient operations and quality of Service Desk functions are supported appropriately. Monitor Service Desk calls, Incidents and Service Request tickets.
  • Met weekly with Service Management lead to review Service Level Agreements (SLAs) to gauge status and ensure they are met in-line with current contract.
  • Used the Cisco ACD silent monitoring feature to gauge service desk agent interactions with customer. Additionally, utilize Cisco reporting tool for weekly call metric reporting and monitoring real time call performance.
  • Created Standard Operating Procedures (SOPs) for new applications to train the Service Desk support staff and determined work instructions inclusion are included in current knowledge base.
  • Worked directly with technical writers to ensure all required SOPs for service desk agents were in place and established and implemented each to ensure conformance with customer and objectives.
  • Met weekly with Program manager for all staff updates, and changes when needed and to ensure that all contracted program deliverables to include monitoring of technical and staff deliverables are completed.
  • Provided bi-weekly deliverable operational updates to NRC’s COTR/COR.

Service Desk Manager

G2SF, Inc.
11.2012 - 03.2013
  • Contract to hire position for Dell Services Federal Government position. Duties included same as above position with Dell Services Federal Government.

Project Manager

Pillar Systems Corporation
01.2010 - 10.2012
  • Managed $1.5m IDIQ contract with U.S. Dept. of State (DoS) Near Eastern Affairs (NEA) providing administrative and technical services to the Executive Secretariat, Near Eastern Affairs offices, supporting 16 Task Orders. Additionally, managed a sole source awarded $2.5m contract to the USAID Office of Acquisition, Cost Audit Support Bureau supporting the Office of Acquisition Support Services M/OAA/CAS/OAS
  • Supervised onsite Project Assistant, in monitoring tasks within the contract’s Statement of Work, providing cost estimates, and providing customer interface on all staffing and funding issues.
  • Provided supervision and administrative oversight for Task Orders supporting IDIQ contract for DoS to include technical and administrative work requirements and to fulfill deliverable responsibilities.
  • Provided all deliverables according to contract requirements such as status reports and monthly progress reports as required.
  • Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
  • Conducted weekly status meetings with on-site personnel and federal customers.
  • Constructed employee and client surveys to ensure quality was consistent and to identify training needs.
  • Recognized areas for improvement and develop plan for implementation.
  • Provided project resource information to include budget, and schedule of activities as requested by the CEO/President.
  • Developed timelines using Microsoft Project for all efforts, and included project resources
  • Provided labor quotes for new and extended contract employees/task orders.
  • Consistently met with Contracts to review cost tracking efforts, deliverables, invoice review and PMO HQ staff to ensure contract adherence was in place.
  • Met with the Federal Contracting Officer Representative (CoR), to monitor contract/task Period of Performance and notify the customer and Corporate contracts when the POP has reached 75% of the end date.

Customer Support Services Manager (promotion)

Computer Sciences Corporation U.S. Agency for International Development
04.2007 - 01.2010
  • Promoted from Service Desk Mgr. position to assume management and supervision responsibility of all customer facing operations and maintenance support staff of 29. Provided direct customer service support to include, Helpdesk Tier 1 & Tier 2 Desktop Techs, Tier 3 teams supporting, Active Directory Install, Move, Add, Change (IMAC) processes, Asset Inventory, COMSEC (Secure Communications), and Cable Room Telecommunications to over 2300 local, and 5000 overseas USAID Mission users.
  • All teams provided a 24x7x365 support effort, to ensure optimal operation of all client devices and end user computing environments, hardware, peripherals, operating systems and user applications through the management of the IT technical staff
  • Managed Helpdesk Tier 1 agents to ensure shift coverage; typical daily call volume levels are covered. Review monthly Helpdesk surveys, review weekly and monthly Helpdesk Remedy tickets and report Monthly metrics.
  • Coordinated closure and follow up issues on all Customer Support Service teams’ ITIL incident and problem tickets
  • Provided oversight of daily operations and management of the Helpdesk Tier 2 desktop staff to include determining daily job assignments, and responding to customer support issues and concerns.
  • Met with Desktop Team leads to review customer Request fulfillments and changes, and oversight/management of a small team of staff and contractors focused on service delivery, desktop builds, and deployment.
  • Reported metrics on desktop weekly Install, Move, Add, Change and Remedy Helpdesk ticket levels.
  • Oversight of daily operations of the USAID COMSEC and Cable Room Telecommunications areas to include monitoring support levels of cable transmission traffic between USAID and U.S. Department of State. Provide guidance and ensure policy guidelines are followed between USAID and U.S. Department of State teams.
  • Provided guidelines and met with Team leads annually for succession and developmental training planning.
  • Used Remedy 6.3, to monitor and provide monthly reporting on helpdesk metrics and SLAs for helpdesk Tier 1 & 2 and all teams supporting the Operations and Maintenance division of the USAID CIO. Helpdesk SLAs included a 30-day metric measurement for First Call resolution by call type
  • Consistently worked with Remedy Developers to enhance software accuracy for CMDB.
  • Established customer outreach “brown bag” lunch sessions for tips and tricks with MS OFFICE suite applications, and various other custom applications. I attended each of the sessions to meet and greet customers and pass along my direct contact information for extended Customer Service issues and Service requests.

Help Desk Manager

Computer Sciences Corporation, U.S. Agency for International Development
12.2006 - 04.2007
  • Managed a staff of 16 Tier 1 & Tier 2 Help Desk Analysts providing 24 x 7 telephonic and electronic mail support for over 2300 local, and 5000 overseas Mission users. Provided technical guidance to all supervised staff members on Help Desk, Remedy trouble tickets and ticket escalations.
  • Monitored Remedy Tickets to ensure SLA guidelines are properly followed and provide monthly reporting to customer.
  • Conducted random silent monitoring on all agents to ensure Customer satisfaction guidelines and call scripts are followed.
  • Prepared drafted items to include as Standard Operating Procedures (SOPs) for analysts reference.
  • Conducted weekly meetings with Team Leads to manage the team of Account Management support staff responsible for new Account creation, modification and deletion.
  • Provided direct support on Helpdesk acting as Agent in order to compensate for staff level shortages or crisis situations when needed. Also, provide direct contact to customers when agent is unable to resolve incoming request or issue.
  • Established criteria and reporting and data entry requirements to Remedy Application support team to develop a Remedy Knowledgebase, to use in order to educate and train Help Desk Analysts response to customer inquiries.
  • (previous history of additional experience available if requested)

Education

Some College (No Degree) -

Northern VA Comm College
Annandale, VA

Skills

  • Service Desk – supported software & tools: Service Now, Remedy ITSM, Avaya Call Center Manager, Cisco Unified Communications Mgr, CXOne-Nice for Automated Call Distribution (ACD)
  • Application software: Windows 10, Microsoft Office 365, Visio, Share Point, Windows 365 Cloud Services, Microsoft Teams
  • Customer Service Advocate- responsible for inquiries, responding to inquiries and resolving customer complaints

Certification

  • ITIL v3 Foundations Certification
  • HDI Help Desk Manager Certification

Accomplishments

  • Established mentor-protégé training process for new Service Desk agents to ensure call script recitation and ensure quality ticket data captured is followed and standardized. Additionally, work with each agent quarterly for ticket quality reviews.
  • Collaborated with cross-functional managers to establish training efforts for each agent’s professional development & growth

Timeline

Help Desk Manager

Iron Bow Technologies
03.2020 - Current

Service Desk Manager, Tier 1 & Tier 2

Focused Management Inc. (FMI)
08.2017 - 05.2019

Support Desk Manager, Tier 3

Unisys Inc.
09.2016 - 08.2017

Consultant

iQual Management Solutions, LLC
02.2016 - 09.2016

Service Desk Manager

Dell Systems Federal Government
03.2013 - 02.2016

Service Desk Manager

G2SF, Inc.
11.2012 - 03.2013

Project Manager

Pillar Systems Corporation
01.2010 - 10.2012

Customer Support Services Manager (promotion)

Computer Sciences Corporation U.S. Agency for International Development
04.2007 - 01.2010

Help Desk Manager

Computer Sciences Corporation, U.S. Agency for International Development
12.2006 - 04.2007

Some College (No Degree) -

Northern VA Comm College

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