Toyshika Peterson IT Management Professional/Project Management/IT Operations&

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DIRECTOR OF PROFESSIONAL SERVICES

Appsuite

Jan 2021 - Current (5 years 6 months)

- Promoted to Director of Professional Services within 7 months of hire - Responsible for overseeing the Professional Services Onboarding Team which consist of Project Managers, Project Analysts, Onboarding Specialist, Tier I/II Help Desk, and the Marketing team. - Responsible for the creation, management, and execution of Standard Operating Procedures ensuring Onboarding is consistent with the customer’s expectations. - Providing Customer Support during the entire Onboarding Process from project kickoff to project closure, working closely with the customer and the Onboarding Team capturing the details of the project for a successful Transformation of Services. - Providing the necessary documentation, checklist, requirements, project timeli

Project Manager- Business Analysis, Workforce Management, Training, and Quality

FDA

Apr 2019 - Mar 2021 (2 years)

- Customer Service Manager of the Year (2019 and 2020) - Manage, coach, and mentor staff to include the Training Manager, Quality Manager, and Project Coordinators. Spearhead moral building activities for the program team. Analyze program data, reports, SLAs, and customer feedback to identify trends. - Collect, analyze, and report on the historical call center performance statistics. Using this data, work with Project Managers to forecast expected call volumes and staffing requirements on a weekly basis. Manage the production of all reports.

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Technical Support Manager/Project Manager (Consultant)

Merchant e-Solutions

Oct 2018 - Jan 2019 (4 months)

- Provided an extensive deep dive into the current operations of the Help Desk, and the metrics maintained over the last year. Conducted resource allocation analysis in comparison with the amount of incoming tickets and the existing workload. - Implemented ITIL process and procedures, to lower the Average Speed to Answer (ASA) from 15 minutes to 2 minutes, with a decrease in the abandonment rate from 15% to 6%. Responsible for answering calls, taking escalated calls, and de-escalating cal

IT Consultant/IT Project Manager/Owner/Assessments/Risk and Business Analysis/Transition In and Transition Out/Proposals

All Things Magik

Jan 2010 - Current (16 years 6 months)

- Deliver expertise in gathering, synthesizing and presenting information, along with conducting detailed research, revision and improvement of technical content for operations and technical staff . Effectively coordinate and edit technical input. - Foster close relationships with technical expert to facilitate effective research, writing and publication of a broad spectrum of documents for diverse audiences. Effectively coordinate and edit technical input for subject matter experts.

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Help Desk Manager/Project Manager

Washington Metropolitan Area Transit Authority (WMATA)

Jul 2009 - Dec 2009 (6 months)

- Managed the Tier I/II/III Help Desk that consisted of (5) Tier I technicians, (5) Tier II technicians and (3) Tier III technicians. Provided Help Desk support to 5,000 customers located throughout Washington D.C., Maryland and Virginia. - Responsible for ensuring all tickets were entered, resolved, closed using Heat. Prior to closure, ensured all of the tickets were documented to outline the resolution. - Served as the Escalation Manager (EM) between Network, Applications, Security and Account Administration support groups, when tickets were assigned. Followed up with team leaders within the departments ensuring the tickets were closed in a timely man - Recommended and deployed an Avaya ACD phone system. Conducted training, provided ACD r

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Help Desk Manager

NOAA: National Oceanic & Atmospheric Administration

Sep 2007 - Apr 2009 (1 year 8 months)

- Managed the Tier I/II Help Desk that consisted of three (3) local technicians and eighteen (18) remote technicians. Provided support to 900 customers onsite and approximately 50 offsite. - Developed and provided guidance on help desk open/planned/suspended tickets and ensure service level agreements were met. - Designed and reported service delivery metrics. Provided the CIO the status on all unresolved tickets, providing justification and a plan of corrective action to ensure the tickets never exceed the target performance metric. - Managed hardware and software refresh plan including management of the Microsoft Volume License Database, Hardware Inventory Database, and Software Version Control Database. - Maintained the ISO 9000 certific

Help Desk Manager

Lockheed Martin

Sep 2004 - Apr 2006 (1 year 8 months)

- I managed the ODIN Help Desk, providing customer support to the NASA community for NASA HQ and other NASA centers. - I managed 7 specialists, who provided support and training between the hours of 6-6. I provided daily status reports to all upper management which includes, but not limited to: ASA, LWC, and Call Volume. - I tracked open work opened by my staff, and other support groups within the contract to ensure we met metrics and all SLA's - I provided daily reports for all outstanding tickets, as well as an aging report for tickets that had been overlooked greater than twenty-four hours. Ensured that projects were complete on time and within budget

Help Desk Manager

SAIC

Jan 2004 - Sep 2004 (9 months)

- I managed the ISEM Help Desk function of the End User Support (EUS) department. I manage a staff of 6 specialists who provide IT services to the NASA HQ community. - We provide support for over 2000 Macintosh and PC users. As the manager I track open work assigned to the staff against due dates/times and ensure timely update and closure - I responded to customer satisfaction issues through direct contact with the customer, including escalation to the service management department, as well as SAIC and Code CI management as the issue requires. - I monitored work to ensure that appropriate contractual metrics (percentage of total calls resolved by help desk, average wait time for incoming calls, etc) are met or exceeded

End User Support Engineer

SAIC

Sep 2000 - Jan 2004 (3 years 5 months)

- Provided in-house technical support for approximately 1,800 users on PC, Macintosh, Palm PDAs, and other peripherals. - Primary duties included hardware and software troubleshooting, repair, new machine configuration, existing tech refresh with data backup and conversion, with a focus on resolving 75% of all Macintosh tickets - Troubleshoot remote access problems over the telephone. Responsible for inventory sparing thresholds and asset management tracking systems. Trained Macintosh users on NASA dial in procedures and NT network logins - Used Remedy to complete and update tickets with full details meeting all Metric Guidelines.

Toyshika Peterson

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Toyshika Peterson