IT Specialist

US Office of Personnel Management

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Assume full responsibility in leading and motivating the Access Management Team to ensure improvement in individual and team skills matrix. Supervise the performance of staff in granting rights to network services and resources. Guarantee timely completion of all tasks based on Service Level Agreement (SLA). Provide On-Site hardware and software support for multiple OS and hardware platforms.

Team Leadership and Motivation:

vMentor and strengthen the skills of technical administrators to exceed client goals and expectation.

vCoach and lead employees on operational responsibilities, customer service etiquette, technical solutions, decision-making, internal politics and communication.

Operational Management:

vInteract with all levels of Federal staff, including the Director’s Office and Senior Executive Service (SES) members, to expedite problem resolution.

vManage the day-to-day activities, contract goals, objectives, policies and procedures designated for Access Management; administer political, procedural, process and technical aspect of Technical Administrator duties.

vComply and educate staff on the obligations listed in the OPM Blanket Purchase Agreement (BPA) and Special Technical Area (STA) for the Office of Personnel Management (OPM) Help Desk Support Services contract.

vDevelop standard operating procedure (SOP), management policy, and process workbook; serve as backup approver for CIO E-mail Request Tracking System, and create user account within active directory and AD Security Group and Distribution list.

Performance Management:

vEnsure strict adherence of team members to all SLAs and OLAs to avoid breaches.

vSpearhead the monitoring of team performance as well as create weekly and quarterly reports.

vPerform daily audits to ensure tickets are recorded properly.

Conflict Management:

vPromote the utilization of ITIL practices for incident, problem, change and SLA management.

vAssist the Quality Assurance Manager and Service Desk Manager in managing complaints from all customers that are specific to Access Management.

vDemonstrate professional approach in handling and resolving conflicts.

vProvide recommendations to all levels of Federal management, GS through SES, concerning process revision and performance enhancement.

Incident Management:

vCreate, update, and assign Remedy Tickets for incidents and requests that are received from the user community.

vTroubleshoot and resolve user incidents and requests dealing with MS operating systems, AD, VPN, and 2 Factor authentications.

vPerform administration and account maintenance of the BlackBerry Exchange Server.

vProvide Tier II problem management knowledge to the OPM Service Desk.

vConfigure/Image/Deploy user workstations.

vConfigure and Deploy Apple iPads and iPhones.

Configure and Deploy network resources (printers/scanner/e-fax)