Greg Haynes

About Greg Haynes

My Motto: Providing Outstanding Customer Service Is My Number 1 Priority.Effective, talented, and tech-savvy information technology specialist with over 20 years of Information Technology experience with demonstrated success in providing comprehensive support for network connectivity, applications, hardware, and operating systems for mission-critical technologies. Managing the internal relationship with information technology (IT) process owners supporting the service, assisting with the definition and agreement of operating level agreements (OLAs).An organized leader with a track record of developing value-added tools and procedures that improve service quality. Developing, executing, and managing methods to monitor and measure risk, compliance, and assurance efforts. Providing expert technical advice, guidance, and recommendations to management and other technical specialists on critical information technology (IT) issues.

Experience

1. Service Desk Manager Kmit G-4 Army

   Trinity Global Consulting, Llc

   May 2023 — Present

   Manage a team of 10 professional service desk technicians supporting over 500 customers located in the Pentagon, and Ft Belvoir office locations. Service provided included maintaining day to day service operations of computer equipment, install of software, providing upgrades and deployments for multiple classified Windows-based networks. Coordinating and performing technical assessment and evaluation of requirement and acquisition requests submitted by technical and program stakeholders to confirm conformance with approved plans, program objectives, and policies as well as efficient use of assets. Developed, executing, and managing methods to monitor and measure risk, compliance, and assurance efforts. Provided weekly and monthly SLA status and report of open and closer of incidents team wide. Develop, write and implement daily operating procedures (SOP’s) Develop and deploy ITIL procedures. Develop matrix to track and meet giving SLA requirements Developed a VIP support program to provide outstanding fast customer support.

Education

• Staryer College

  CIS, Computer and Information Sciences and Support Services

  1996 — 2000

Skills

• Program Management
• Itil
• Sdlc
• Business Process
• Requirements Analysis
• Business Analysis
• Pmp
• Business Process Improvement
• Information Assurance
• Integration