William Stiles

IT Specialist for the Enterprise Service Desk (ESD) Case Management Team.

• Review aging technical support requests, tasks, and incidents using the IT Service Management tool ServiceNow to ensure tickets have been correctly routed, assigned, and are moving towards resolution.
• Case investigations to identify continuous improvement opportunities, such as additional training, knowledge articles, workflow adjustments, and process reviews, following the Agile IT Infrastructure Library (ITIL) framework.
• Team collaboration with the IT assignment group and queue managers to review the ESD policy and procedures, with best practices for IT queue management, offering recommendations and solutions to technical issues.
• ServiceNow reporting to identify trends and areas of improvement to reach the VA's collaborative IT support service goals.
• Knowledge base article reviews to identify new ideas and flag policy or procedure updates that will help support our Tier 1 team in correctly routing IT service request or incidents.

Project Management Details for Product Engineering Services (PES)

• Support the Data Analytics team with project management and process improvements for data analytic product offerings.
• Collaborate with product owners on services and offerings to design and deliver a unified intake solution for technical support requests.
• Work with contracting stakeholders to design an intake solution and create ITSM improvements to meet leadership's objectives and key result goals, offering improved human-centered technical support across the VA.
• Assisted the contracting team with developing product requirements for Jira and ServiceNow ITSM solutions.

Provide diagnostic product support and ongoing technical project management within the Healthcare Revenue Cycle workflow solutions division, including product support for the Payment Integrity Compass application

• Respond to and resolve technical issues or requests from external and internal customers using TechExcel and ServiceNow ITSM.
• Daily client communication with clients to provide ongoing product status announcements.
• Team Lead for six support analysts, providing daily case reviews, direction, and best practices to assist in achieving collective service level goals.
• Monitor aging cases, open inventory progress, and provide metric reports to the leadership team for weekly review.
• Triage, document, and manage inbound requests, defects, and provide ongoing technical maintenance.
• Project management of internal and external technical issues, driving toward operational efficiency and client satisfaction.
• Contribute to and maintain internal knowledge base articles and SOPs to drive creative solutions for technical challenges and training.

Managed a team of five IT Field Technicians, supporting multiple client sites within the healthcare senior living industry.

• Reviewed and approved timesheets for payroll, client billing, and expense reimbursements.
• Coordinated with Human Resources in identifying experienced candidates for IT positions through the hiring process.
• Mentored and trained direct reports.
• Collaborated with the Program Director on the annual IT budget development for clients, including equipment lifecycle schedules, software license renewal assessments, and regular client presentations on IT project progress and status updates using PowerPoint and Excel data sheets.
• Reviewed and approved IT equipment procurement requests.
• Assisted in the process of creating scope of work (SOW) reports for projects outside of the managed service agreement (MSA).

Provided onsite technical support for senior living communities, following established managed service agreement terms and conditions.

• Developed and deployed IT standard operating policies and procedures (SOPs) following the ITIL framework.
• Provided technical support to customers via the ITSM tool, ServiceNow.
• Worked with approved vendors to quote and submit purchase orders for equipment.
• Triaged technical needs between network engineers, business system analysts, and cyber assurance departments.
• Collaborated with the project management office on IT projects.
• Managed Active Directory and Exchange Management Console for new-hire provisioning.
• Assisted with on-site wireless coverage testing, configuration, and access point additions within an Aerohive infrastructure.
• Built custom operating system images specific to meet department software and configuration requirements.
• Coordinated IT infrastructure upgrades and new installs with necessary department stakeholders, and outside vendors.

Provided on-site technical support to the local CBS TV station, WJZ 13.

• Built and applied custom images to workstations to meet department application requirements.
• Managed the McAfee EPO server, completing ongoing antivirus scans, and reporting.
• Monitored servers and services for updates and critical notifications.
• Performed routine operational requests such as DNS, DHCP, and server or network configurations.
• Supported employees with PC and MAC operating systems, updates, software, applications, and training.
• Weekly backup log reporting, monthly Active Directory, and other licensed user application audits.
• Completed purchase orders for equipment and software.

Provided technical support within healthcare senior living industry

• End-user provisioning for new hires within Active Directory and system admin support.
• Worked with contractors to design and build custom SharePoint sites for each department, including a customized staff scheduling application.
• Successfully ran security camera installation and video monitoring project.
• Equipment setup and installation, including but not limited to desktops, laptops, thin clients, software, phones, security cameras, all-in-one kiosks, and medical emergency call systems.
• Employee training on IT software, hardware, policies, and procedures.
• Program and test equipment for emergency call alert devices and systems.
• Assisted the project manager with reporting, projects, scheduling, and other administrative responsibilities.
• Developed and implemented information technology policies and procedures.