Alec R. Hoke

Science Applications International Corporation (SAIC)

SLA Manager - October 2020 - October 2023

• Analyzed SLA metric data to ensure compliance with contractual AQLs.
• Collaborated with operational managers to improve SLA performance.
• Managed exemption requests for SLA breaches when applicable.

ServiceNow Manager - December 2019 - October 2023

• Led the ServiceNow Development Team in creating and maintaining the ITSM environment.
• Facilitated discussions between developers and federal customers to understand business needs.
• Ensured quality of delivered enhancements and documentation.

Technical Trainer & Documentation - December 2019 - October 2020

• Developed and provided regular training sessions to OCIO Service Desk staff, as well as occasional trainings for all NGITS staff and organized and conducted new hire training.
• Continuing to assist in the technical documentation process, assisted with implementation of new document management system.

Asset Refresh Coordinator - July 2019 - October 2019

• Coordinated and scheduled hardware refreshes for approximately 1500 users.
• Streamlined reporting procedures for providing weekly updates to management.

Queue Maintenance & Documentation - April 2018 - December 2019

• Assisted in the creation, review, editing, and handling of project documentation with the Knowledge Manager. Including the submission or review of 200+ separate documents.
• Handled escalations/urgent issues for high-level users as well as users having an urgent need.
• Together with one other agent, cleared an initial email ticket backup of 250+ tickets to bring queue within SLA and then have continued to maintain >10min response time on new email tickets.
• Queue Maintenance team member - Monitoring and working all Service Desk ticket queues to maintain response and resolution SLAs.
• Provided specialized support via email and monitored and maintained a Priority mailbox, requiring immediate response, and a 508 Assistance mailbox.

Call Center Lead I/Documentation - July 2017 - April 2018

• Worked with the rest of the leadership team to develop new processes and improve existing ones. Assisted with training agents on changes to processes and on any process changes. Monitored a team of agents and provided goals to help them improve individually with regards to project goals.
• Validated compliance with HIPAA guidelines and ensured patient information security.
• Identified and created technical documents to describe NAL processes and Agent functions.
• Completed general contract duties: assisting callers, performing appointing functions, etc.

Call Center Agent I - November 2016 - April 2017

• Asisted CONUS Tricare beneficiaries in seeking acute medical care.
• Verified program eligibility according to contract standards.
• Provided patients with appointment booking assistance, either with their assigned clinic or otherwise, to ensure medical care was offered in accordance with nurse recommendation.