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Work experience

Dec 2008Present

Operations Lead

CDI Corporation
  • Managed a team of 60 Help Desk Analysts to provide remote technical support for 100+ different applications and hardware issues for Financial Advisors, as well as trending analysis of daily issues.
  • Led team in achieving project milestones and monitoring of KPI’s (Key Performance Indicators) to meet departmental plans and budgets, ensuring efficient delivery of quality service to IT customers.
  • Assisted Level III escalation teams with escalated support calls, including callbacks for issues requiring in depth support.
  • Supervised the team to meet a consistent Service Level Agreement (SLA) target of 100% for talk time, first call resolution, hold time, and work time.
  • Acted as liaison between NOC and the call center during periods of heavy volume and outages.
  • Analyzed needs and set process for incident management, call flows, and day to day operations.
  • Implemented a call flow script used by all Technical Support Agents that resulted in an increase in Dalbar scores from 76% to 83%.
  • Took ownership of Customer Service processes, gathered and analyzed quality control recordings, reviewed scores, handled scoring disputes, developed and implemented rewards program.
  • Prepared Technical Support Agents to handle the transition from supporting new Ameriprise Financial Advisors after the acquisition of H&R Block.
  • Participate in bridge calls with NOC and development teams for urgent issue resolution.
  • Prepared and developed reports for metrics analysis for all areas of Operations, including workflow, ticketing, SLA adherence and agent reports.
  • Point-of-contact for client executives to deliver reporting, issue management, and escalation resolution.
  • Provided overall support for .NET / Java, Lotus Notes, Cisco VPN, Windows XP and Vista, Blackberry, McAfee Enterprise, Symantec Ghost, Symantec PCAnywhere, Altiris, and Spyware/Virus removal to 15,000 Ameriprise Financial Advisors and office staff in order to diagnose and resolve routine problems remotely.
  • Utilized independent escalation, knowledge base, and problem tracking strategies throughPeregrine (ServiceCenter) and ManageNow software to achieve 98% first contact resolution of 500-800 daily calls.
  • Wrote and reviewed the internal and external customer knowledgebase, as well as authoring, editing, and maintaining operational documentation of in house processes, networks, and training material.
  • Consistantly maintained high levels of customer satisfaction, in addition to handling heavy call volumes daily.
Jun 2008Sep 2008

Lead Technical Trainer

TRG Customer Solutions

  • Managed a team of 1 Technical Trainer and 5 Assistants who conducted technical training lessons for Technical Support Agents  in networking troubleshooting, transferring the skills and knowledge enabling them to conduct their daily jobs successfully.
  • Coordinated the technical training staff to identify program needs, obtained technical data and scheduled programs.
  • Trained trainees to measure their learning progress and to evaluate the effectiveness of training presentations with a global attendance tracker.
  • Created technical examination process to identify and retain talent.
  • Interfaced with Verizon client team to identify necessary uptraining and daily issue resolution.
  • Transitioned agents from training process to live call process using adult learning methodologies to ensure quality of performance.
May 2007Jul 2007

Web Developer Intern

WV Governor's Internship Program

  • Participated in all steps of the web development lifecycle for coordinating and communicating all scheduled tasks for milestones, including the design, implementation, and maintenance of a webpage used to place and track orders by the Purchasing Division.
  • Created an MS Access database to manage purchase orders, allowing for automated year-end and unpaid balances reports.
  • Developed an electronic archival system for prior purchase orders, as well as site blueprints and specifications.
  • Wrote training material and operational documentation of website processes, updates, and data retrieval.
Jun 1994Sep 2003

Group Lead

United States Postal Service

  • Maintained the implementation and compliance of corporate HR initiatives, Human Resource programs and processes for an office of 500+ employees. 
  • Conducted Benefits Administration activities, including informational sessions and election updates.  
  • Developed and delivered training programs for both current and new employees.  
  • Led hiring/testing programs, including recruiting activities with state agencies, universities, and employment programs.  
  • Researched and applied new HR policies according to local, federal, and state guidelines.  
  • Performed Quality Assurance exercises by tracking employee data inputs through a proprietary software system.
  • Developed reports based on data from employee evaluations and decisions on remedial training necessity.
  • Worked with FMLA management processes.


Jan 2006Present

Bachelor's of Science

Mountain State University

Technical Skills

  • Languages/Programming:Java, C++, Visual Basic.NET, HTML, CSS, XML, AutoIT, JavaScript, Batch file creation, Software Development Life Cycle
  • Database Software: MySQL, Microsoft Access, SQL Server 2008
  • Administration:Active Directory, Symantec software suites, McAfee software suites, Windows firewall, defender, Lotus Notes, Entrust Certificates, Service Center, Tivoli
  • Networking: DNS, DHCP, TCP/IP, VPN and remote connections, wireless networking and access points, workgroups, peer to peer connections and domains, Cisco AnyConnect VPN, Cisco VPN 5.0
  • Web Development:HTML, XML, ASP.NET, JavaScript, CSS
  • Support:Adobe Acrobat Professional, Adobe Reader, Altiris, BartPE, Blackberry, EZ Office, GMM, Lotus Notes, McAfee Enterprise, Microsoft Office suite, PCAnywhere, Spyware/Virus Removal, Symantec Ghost, Symantec DLP, Symantec Endpoint Protection, WebEx, Whole Disk Encryption, Windows, WinPE
  • Operating Systems: Windows (95, ME, 2000, XP, Vista, Win7, Server 2003)