Information Technology Customer Service

Kamilah Keita… Resume Continued

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Kamilah Keita Location: Washington, DC Metro

Phone: 202-***-****

Email: ad63nw@r.postjobfree.com

Experienced Federal Information Technology and Program Leader Over 20 years of full-time professional experience working in the federal sector specifically in the legislative branch. A total of 16 years spent in leadership within the federal government managing projects, operations, and personnel. Work experience includes managing programs, projects, and staff in the information technology field, as well as providing guidance on policy and training. Professional experience is complemented by a Master of Arts in Business Organized Management from Nyack College and a Bachelor of Science in Information Technology from Capitol Technology University. Currently maintain an active Top-Secret Security Clearance. Highlighted areas of proficient experience include:

• Project Management

• Expense Forecasting

• Policy Guidance and Writing

• Top Secret / SCI Clearance

• Budget Management

• Technology Requirements

• Team Leadership

• Technical Communication

• Staffing and Training

Technical Skills: Microsoft (Access, Excel, PowerPoint, Word, Outlook, OneNote, Office 365 Suite). Professional Experience

Millennium Challenge Corporation 09/11/2023 – 06/01/2024 Director, Enterprise Support Services

Hours of Work: 40+ per week (full-time) / Location: 14th Street NW Suite 700, Washington, DC 20005 Professional Overview: oversaw service desk operations, procurement, and purchasing for the department. Directed employee workload and the Office of the Chief Information Officer enterprise support programs. Summary and Accomplishments:

• Managed the helpdesk customer service operation including software capability, time to resolve, and service levels.

• Led staffing, customer service metrics, reporting, knowledge management databases, and compliance with all polices.

• Identified solutions and varying term fixes for service gaps which included employee training and policy updates.

• Created information technology policies and ensured organizational buy in and action on following procedures. United States House of Representatives 02/02/2007 – 01/01/2023 Director of Information Technology, Office of the Speaker Nancy Pelosi Hours of Work: 40+ per week (full-time) / Location: Independence Ave SW Building, Washington, DC 20515 Professional Overview: managed the entire technology operation for the Office of the Speaker and Assistant Speaker. Oversaw all project management, budgeting, cyber security, and system design. Implemented various programs and projects including networking and testing. Led personnel issues, and a staff of internal employees and contractors. Resolved critical information technology incidents from isolated events to major outages, maintaining confidentiality. Summary and Accomplishments:

• Led a team of 5 employees in addition to outside contractors, directing and prioritizing their workload and projects.

• Coordinated with over 160 employees and supported numerous other members of congress as the House liaison.

• Wrote multiple policies including cybersecurity for domestic and international technology use for the Speaker’s office.

• Created training improvement programs for information technology staff to increase the department’s effectiveness.

• Setup high visibility events with the White House such as the G7 conference, handling physical and virtual technology.

• Streamlined physical binders into an electronic document using OneNote for the Speaker of the House CODEL travel.

• Provided end user service for a staff of over 90 employees across multiple locations between various time zones.

• Managed the entire process for end-users from onboarding access setup to equipment collection upon separation.

• Advised senior level management in all areas of information technology including objective and strategies.

• Managed a fluid budget including justification for system enhancements, capital expenditures, and overall operations.

• Applied project management skills to implement new software, hardware, and network infrastructure.

• Managed vendor relationships, evaluated contractor performance, and provided feedback to increase results.

• Liaised with multiple departments in the House to ensure the Speaker’s network was performing optimally.

• Migrated server farms to an offsite facility increasing the overall server availability from 80% to over 99%.

• Oversaw the interaction of staff with the end user community and evaluated the experience and user satisfaction.

• Managed the move from a server environment to a cloud environment and planned the process and milestones.

• Implemented best practices for cyber security initiatives which are now mandated by House Information Resources. United States House of Representatives 01/06/2002 – 02/01/2007 Technical Services Representative, House Information Resources Hours of Work: 40+ per week (full-time) / Location: Independence Ave SW Building, Washington, DC 20515 Professional Overview: represented the office as the principle contact for both committee and member offices for all computer requirements including connectivity issues, jack activation, and deployment of productivity tools. Summary and Accomplishments:

• Coordinated project implementations with 20 to 25 outside vendors including web support and telecommunications.

• Consulted with member offices and committees on expenses of purchases against overall budget and office needs.

• Diagnosed technical issues and resolved the problems as the subject matter expert or referred issues when necessary. PricewaterhouseCoopers International Limited 07/15/2001 – 01/01/2002 System Administrator

Hours of Work: 40+ per week (full-time) / Location: 1730 Pennsylvania Avenue NW, Washington, DC 20006 Professional Overview: initiated and completed setup of hardware for both onsite and remote locations. Edited users’ profiles, IP addresses, and computer names. Installed, configured, and supported multiple Windows environments. Summary and Accomplishments:

• Re-imaged users’ laptops and provided help desk support to over 1,000 national and international users.

• Tracked and assigned issues from the helpdesk into a tracking system and assigned the appropriate technicians.

• Assisted users with Net meeting applications, Lotus Notes, and other physical and virtual conferencing software. Educational Background

Nyack College Nyack, NY

Master of Arts in Business Organized Management Graduated: May 2012 Capitol Technology University Laurel, MD

Bachelor of Science in Information Technology Graduated: June 2009 Prince George’s Community College Largo, MD

Associate of Arts in Business Administration, Concentration in Computer Information Graduated: May 1999

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