doddcv2016

Jason E Dodd 720-212-5832 1524 Kensington Dr [email protected] Hagerstown, MD 21742

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Professional experience

Profile Have a total of 25 years experience as an IT specialist. During the last tenure, I was a Service Desk Project Lead, Lead Trainer & Program Manager for multiple projects for IBM. Provided Client facing support, as well as continual training for my team in order to cross train and effectively meet Service Level Agreements and Objectives. During my career, I have gained knowledge of Microsoft Exchange, Advanced Excel, SQL, Linux, Mac, and Windows. Have also helped within project management, reporting, and discovery to design and build a project. Have been a key player in the start-up and success of multiple different government service desk projects. Most recently have become the PM of record for 6 DoD projects.

Employer History

04/2013 - To date

IBM, United States of America Project Lead Helped lead multiple government service desks. Transitioned many new ones and helped Rocket Center grow. Instituted metrics to accurately report SLA and agent performance. Used analytics and helped grow projects and make them successful. Carry multiple clearances from multiple agencies.

12/2008 - 04/2013

Contract Company working for IBM Lead Trainer - Contract Supervisor Began as tier one tech support agent for the CHD project for the Forest Service. Upon returning, was immediately trained onto the IIA Fire Help Desk. Was a top performer based off awards and reviews. Took over as a sub-contractor team lead managing around twenty employees. As ITS and ICAM helpdesks were acquired, was the integral trainer for all four helpdesks as well as responsible for discovery and implementing the desks into creation. Helped by traveling to West Virginia to start a sister site in ABL. Was able to pass and obtain a government security clearance.

07/2003 - 07/2009

Market for a Major Liquor Brand Merchandising & Marketing Responsible for marketing & merchandising large scale events for a major brand. Helped to implement creativity and promotional materials and event staff for creating a return on an investment. Creativity used to take any situation and help to make it more profitable.

07/2001 - 06/2007

IT & Management for Retail Liquor IT & Wine Manager Helped manage one of the largest and most profitable liquor stores in the state of Colorado. Was responsible for transitioning and implementing new liquor laws for the store. Started one of the first e-mail sales programs in the state for alcohol. Managed an exchange server as well as a customer email base of over 10,000.

07/1999 - 02/2003

Student IT Professional for a Major University Student IT Lead Lead student IT developer. Responsible for implementing new technologies like Windows 2000 & Mac OS X into a large-scale environment. Kept thousands of lab machines at an uptime of 99% for use. Helped test new technologies for implementation in an educational situation. Verbose in Linux, Mac, Win OS as well as Cisco, Virtual Machines, and Remote Access technologies.


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Assignment History 11/2015 - To date 3 months

Classified Project - Project Description: Took over as PM of record for several classified analytics projects. Forecasted hours/budgets. Balanced end of month records. Approved timecards as well as held weekly status meetings. Helped with building up new projects as solicitations were won and contracts signed.

02/2015 - To date 12 months

IBM Internal IPWC Project Description: Led the program management application Service Desk for IBM Federal. Helped start up and deploy all Service Desk activities. Also helped with the design of the new Federal Project Management Web Based Software.

02/2015 - 10/2015 9 months

USPS TTMS Project Description: Helped to migrate and transition a mail delivery analytic helpdesk to ABL. As it is a small, low budget desk, had to develop a ticketing system in excel.


Veterans Affairs VALOB Project Description: Helped transition the new VA service desk supporting a new IBM managed VA HR software to Rocket Center.


USAID Project Lead Project Description: Helped lead the USAID project after a restructure. Was responsible for call arrival and scheduling for over 20 agents performing multiple tier 1 to 2 job responsibilities 24/7. Was integral in developing new metrics and agent rankings after a new ticket system was released.


FIMS FIMS Project Description: Established a Tier 1/2 service desk to operate 24/7 for the Federal Data Center at IBM. Using ITIL as a guide, set up a new desk to support multiple tiers and establish a functional desk utilizing existing staff and telephony in an enterprise environment.


CBP CBP Project Description: Helped to establish a small service desk in IBM with growth potential.


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Utilized existing technology and employees to build it in an enterprise service desk environment following ITIL guidelines. Due to low volume, helped build and maintain a ticket system in excel.


GSA GSA Project Description: Helped integrate enterprise service desk solutions to establish a GSA service desk at Rocket Center with tier 1 & 2 solutions for TPI, OMS, and SAM. Utilized different telephony and ticket systems to integrate all projects together as an IBM enterprise desk following ITIL guidelines. Helped to design and implement a new ticket solution for one of the GSA projects and ServiceNow.

09/2012 - 04/2015 32 months

USDA - ICAM ICAM Project Description: Helped throughout discovery and training to develop a new service desk for the USDA using ITIL framework. Was responsible in developing all new training material and knowledge documents to make the launch a success. Added it to the existing desks currently supported to balance workload.

09/2012 - 04/2015 32 months

USDA - ITS ITS Service Desk Project Description: Was responsible of executing an ITIL service desk from discovery to implementation. This included taking the Client’s concerns and developing a structure to resolve and meet Service Levels.

03/2011 - 11/2015 57 months

USDA - Forest Service - IIA Interagency Helpdesk Project Description: Helped develop from the start a tier one help desk that supported the applications used by firefighters across the country. IBM used ITIL methodology for implementing and growing a service desk to operate under 9-1-1 Service Level Agreements. As the support grew, IBM adapted the desk to rapidly add new agents and having myself change the training curriculum to meet the client’s needs.

12/2008 - 11/2015 84 months

USDA - Forest Service Customer Help Desk Project Description: Began as an agent on a customer help desk for the Forest Service. This led into being an integral trainer in developing client changes with a system that was provided support to. Helped to increase first call resolution, reduce tier two feedback, and develop a product using ITIL guidelines for the client.

Key Skills Excel, SQL, Linux, MAC, Windows, Windows Server, Multiple Ticket Technologies, IVR, Telephony, Project Management, Bid and Proposal.

Key Courses and Training

ITIL Foundation Certificate in IT Service Management IBM Project Management Courses


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Expired Cisco Networking Expired Microsoft Certifications

Education

Qualifications BA - In Progress in Sociology - Criminology - Computer Science University of Colorado Boulder, United States of America

Languages English Fluent Spanish Basic

Other relevant information

Other job-related activities

Multiple Government Security Clearances with multiple agencies.

IBM Eminence & Excellence award winner 2014.

doddcv2016

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