- NANA Regional Corporation (Alexandria, VA)
- …technical issues in a timely and effective manner. + Develop and manage escalation procedures to ensure service level agreements (SLAs) are met. + Document, track, ... and monitor incidents, service requests, and problems to ensure timely resolution. + Collaborate with technical teams, service personnel, and end users to coordinate issue resolution and deliver exceptional support services. + Contribute to the planning and… more
- ManTech (Herndon, VA)
- …the most difficult and high visibility events. You will develop built-in escalation procedures to ensure that problems are resolved effectively to increase ... productivity and user satisfaction. **Responsibilities include but are not limited to:** + Maintaining high performance levels for service desk operations, processes, and implementing improvement activities wherever necessary + Taking ownership of critical… more
- PenFed Credit Union (Mclean, VA)
- …as required to ensure appropriate assessments. + Develop and maintain ticket escalation steps and contacts. Drive decision-making for incident resolution to minimize ... impact to business. Escalate to Senior IT Management as needed. + Ensure that all IT teams follow the Incident, Problem and Change Management processes and that the required information is properly documented in the incident record. + Develop, drive, and… more
- Deloitte (Mclean, VA)
- …providing guidance to individual workstreams to help with their overall progress, escalation of risks and issues as needed, ensuring cross-functional activities are ... coordinated and occurring as needed, assisting with project management activities (or serving as project manager), ensuring deliverables are being developed and will be ready according to plan. Demonstrated experience as a senior resource defining systems… more