Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Detra Britt

Norfolk

Summary

Dynamic IT Site Support Manager at SAIC with a proven track record in team leadership and performance management. Expert in enhancing customer service through effective problem-solving and staff training. Committed to fostering a collaborative culture, driving process improvements, and maximizing team productivity to achieve organizational goals. Knowledgeable manager with solid history of managing teams and driving operational success. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manger IT Site Support

SAIC
07.2023 - Current
  • Team Management: Recruit, train, and supervise help desk representatives and technicians.
  • Performance Management: Performance review, establish performance standards, monitor team productivity, and provide feedback.
  • Technical Support: Oversee the resolution of technical issues related to hardware, software, and other IT-related problems.
  • Process Improvement: Contribute to improving customer support processes and workflows.
  • Reporting: Generate reports on team performance and identify areas for improvement.
  • Problem Solving: Maintain a problem-solving attitude to address complex technical issues and improve overall support. project timelines and deliverables to ensure alignment with client expectations.
  • Coordinated cross-functional teams to streamline operations and improve collaboration.
  • Developed and implemented standard operating procedures for enhanced efficiency.
  • Led regular team meetings to assess progress and address challenges proactively.
  • Utilized project management software for tracking milestones and resource allocation.
  • Facilitated training sessions for staff on new tools and processes to boost productivity.
  • Established communication protocols to enhance information flow between departments.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

IT Site Support

SAIC
07.2010 - 07.2023
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Organized and detail-oriented with a strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Computer Information Systems

Montgomery Blair
Silver Spring, MD

Associate of Science -

Montgomery College
Rockville, MD

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Staff training and development
  • Documentation and reporting
  • Performance management
  • Shift scheduling
  • Policy implementation
  • Performance evaluations
  • Clear communication
  • Employee onboarding
  • Work prioritization
  • Policy and procedure development
  • Change management

Accomplishments

  • Information Technology Manager
  • Supervised team of 7 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Use of Jira ticketing System

Certification

  • Professional Training and Certifications:
  • Certified CompTIA Security+ CertMaster, August 2024
  • Certified CompTIA Security+, September 2020
  • Certification, General Communication, August 1988
  • HDI Management Course, November 2009
  • Milton Training Work Certifications: HDI – Customer Support Specialist, Advancing Your Service Expertise, Customers Conflict and Confrontation,

Timeline

Manger IT Site Support

SAIC
07.2023 - Current

IT Site Support

SAIC
07.2010 - 07.2023

Computer Information Systems

Montgomery Blair

Associate of Science -

Montgomery College

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Detra Britt