Customer Service Consultant

Engagement Manager
Northrop Grumman – On-site and remote management of a 24×7 Network Operations Call Center responsible for monitoring the Wireless Network for NYC Agencies – NYPD, FDNY, Sanitation etc.
• Accountable for contract negotiations with Contractor and Subcontractor
• Accountable for managing Service Contracts with Partner Vendors in support of the project – Microsoft (software support), Cisco and HP (hardware support)
• Accountable for talent acquisition and training of team – Tier 1, Tier 2, and Sys Admins
• Accountable for scheduling and providing backfill support for vacation and sick days
• Accountable for Performance Management of Team – Quarterly goals and Annual Evaluations
• Processing and submission of payroll for the team using ADP, Justworks.
• Create documentation for streamlined processes improving efficiency in line with ITIL Framework
• Review and correct, if necessary, incidents for accuracy and SLA reporting purposes
• Work closely with stakeholders to ensure consistency in customer deliverables
• SLA statistical reporting for the end customer in accordance with contract deliverables
• Recognized as Contractor of the Year

Student Relationship Manager
The Student Relationship Manager serves as the IT liaison and advocate to students promoting IT services and support. The Student Relationship Manager coordinates support with the Faculty/Staff Relationship Manager to provide services to the community at large.
• Develop and maintain relationships between the student and IT – define, quantify and analyze relationships
• Anticipate issues that impact work processes and make recommendations to resolve and improve
• Student advocate on IT items facilitating change to provide practical support while effectively managing expectations
• Arrange and provide customer service training, IT student on-boarding, documentation and other duties as needed
• Attend meetings and discussions including but not limited to the Student Senate
• Present on IT services in student and parent orientations and meetings in conjunction with Student Success
• Q&A sessions for IT services not limited to but including cybersecurity and campus wide tools
• Support IT Client Services in handling escalated walk-in issues
• Participate in panel interviews for different positions in IT – Student workers, Directors and Tier 1 technicians
• Serve as interim Manager of Equipment Center managing student workers, schedules and hiring.
• Back up to Relationship Manager for Faculty/Staff