Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

GEORGIETTE SAKYI

stafford

Summary

Dynamic Project Manager with a proven track record in team leadership and operational efficiency. Expert in performance management and ticketing systems, driving customer satisfaction through effective communication and analytical problem-solving. Successfully optimized workflows, enhancing resolution times and fostering a culture of continuous improvement.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Help Desk Project Manager

DMI INC
Bethesda
03.2025 - Current
  • Lead and coach a team of customer service professionals, fostering high performance and collaboration.
  • Monitors and manages Key Performance Indicators (KPIs), SLAs, and customer satisfaction metrics.
  • Conduct regular performance evaluations and feedback sessions to drive team improvement.
  • Oversees inbound call, chat, and ticket management within a structured help desk environment.
  • Implement workforce management strategies for effective scheduling and resource allocation.
  • Optimize call center workflows to enhance efficiency and resolution times.
  • Ensures a customer-first approach by efficiently handling escalations and service issues.
  • Collaborate with internal teams to improve customer support operations through process enhancements.
  • Manages project timelines and deliverables to ensure on-time completion.
  • Develops project plans and maintains documentation for all phases of projects.
  • Utilize project management software to track tasks and enhance team collaboration.
  • Develops and maintains project plans, timelines, and budgets.
  • Built and established strong partnerships with teams, vendors and contractors.
  • Monitors the progress of each project to ensure the timely delivery of deliverables in accordance with established quality standards.
  • Leads meetings with internal team members, consultants, and contractors.
  • Draft reports summarizing progress made on projects for review by the executive leadership team.

Interim Help Desk Team Lead

DMI Inc.
Bethesda
12.2024 - 03.2025
  • Managed team operations, supervising task prioritization for optimal performance.
  • Created and implemented training programs, generating documentation and learning resources.
  • Updated training sessions to enhance team skills and boost customer service quality.
  • Monitored ticket queues, prioritizing urgent issues while ensuring service excellence.
  • Analyzed service desk metrics to identify improvement areas and executed actionable solutions.
  • Generated monthly reports to inform management of team performance statistics.
  • Trained service desk agents in ticket handling, enhancing documentation accuracy.
  • Conducted weekly team meetings to maintain high standards of customer service.
  • Collaborated with IT departments to resolve complex technical problems.

Help Desk Analyst II

DMI Inc.
Bethesda
03.2021 - 11.2024
  • Provided technical assistance to Internal Human Resources and Services Administration (HRSA) employees and external grantees via phone and ticketing system.
  • Assisted with account creation, password resets, and user profile management within HRSA Electronic Handbooks.
  • Facilitated weekly meetings to address ticket issues and improve resolution processes.
  • Advised users on appropriate actions, including necessary education on system usage.
  • Participated in User Acceptance Testing to validate upgrades for production deployment.
  • Maintained professional communication with all end users and developers regarding ticket resolutions.
  • Logged service desk interactions and documented issue resolutions through the ticketing system.
  • Served as backup for team lead, ensuring team efficiency during absences.

Help Desk Analyst I

DMI Inc.
Bethesda
09.2019 - 03.2021
  • Delivered timely technical assistance through in-person, phone, and electronic channels.
  • Created new accounts, reset passwords, and managed user profiles in HRSA Electronic Handbooks.
  • Researched solutions utilizing available information resources to resolve user issues.
  • Advised users on appropriate actions, providing education when necessary.
  • Followed standard service desk procedures while maintaining attention to detail.
  • Logged all interactions and documented issue resolutions using ticketing system.
  • Maintained accurate inventory of hardware and software resources.
  • Trained new staff on help desk procedures and customer service techniques.

NETWORK TECHNICIAN

Amazon Web Services
Ashburn
10.2017 - 09.2019
  • Completed customer requests through Remedy ticketing system to ensure timely resolution.
  • Troubleshot customer issues across various networking and infrastructure technologies.
  • Managed priorities and workflows effectively using ticketing system.
  • Collaborated with stakeholders to eliminate project obstacles and improve efficiency.
  • Specified power and cooling requirements, ensuring proper hardware racking for new equipment.
  • Assisted teams in resolving workstation and system-related issues.
  • Handled password resets and provided customer support as needed.
  • Participated in verification, migration, and configuration of new or upgraded hardware.

DATA CENTER TECHNICIAN

Henkel & McCoy
Chantilly
01.2017 - 07.2017
  • Troubleshot and triaged server failures to restore online functionality efficiently.
  • Responded to server tickets for customer data centers within established timelines.
  • Performed installations and upgrades of network gear, servers, and taps.
  • Executed cabling and fiber optic installations, including patching and repair tasks.
  • Installed, tested, and integrated wireless equipment to enhance connectivity.
  • Racked and stacked network devices, connecting SFP and QSFP optics effectively.
  • Collaborated with facilities and IT management teams regarding data center operations and projects.
  • Maintained strict adherence to data center safety policies and procedures.

I.T SUPPORT SPECIALIST

ANASEC, INC
Sterling
09.2015 - 01.2017
  • Provided technical support for computer systems, software, hardware, and network issues.
  • Installed and maintained daily performance of computer systems and networks.
  • Executed upgrades and installed updates to enhance system efficiency.
  • Troubleshot and repaired computers, ensuring functionality of hardware and software.
  • Assisted employees with application inquiries through in-person, remote, and phone support.
  • Recommended products and applications to boost productivity across teams.
  • Maintained accurate inventory of IT equipment and software, reported quarterly.
  • Supported personnel with installation, configuration, and usability of system hardware and software.

FRONT DESK RECEPTIONIST

Patient
Chantilly
12.2013 - 08.2015
  • Facilitated appointment bookings according to physician availability and patient requirements.
  • Delivered prompt and professional customer service via phone and email inquiries.
  • Managed patient check-in and check-out processes to enhance operational efficiency.
  • Verified insurance information to streamline billing procedures and reduce delays.
  • Recorded and organized patient documents accurately for compliance and easy access.
  • Served as communication link between patients and medical staff to ensure clarity.
  • Answered incoming calls, directing callers to appropriate personnel or departments.
  • Executed additional administrative duties such as filing, photocopying, and scanning materials.

Education

Bachelor of Science - Information Management

Liberty University

Associate of Science - Information Technology

Northern Virginia College

Skills

  • Team leadership and supervision
  • Analytical problem solving
  • Effective communication skills
  • Performance management
  • Operational efficiency
  • Adaptability and improvement mindset
  • IT management
  • Customer relationship management
  • Attention to detail
  • Decision making and problem solving
  • Verbal and written communication
  • Workforce management
  • Performance coaching
  • Service desk software expertise
  • Ticketing systems proficiency
  • Microsoft Office applications
  • Project management skills
  • Customer service excellence
  • Planning and development strategies
  • Troubleshooting and repairs expertise
  • Networking knowledge
  • FISMA and FIPS compliance guidelines
  • Risk management framework

Accomplishments

  • Animation Course with VYOND
  • Creating eLearning Courses with Articulate Storyline 360

Certification

PMP

ITIL V4

Scrum Master

Network+

Security+

References

References available upon request.

Timeline

Help Desk Project Manager

DMI INC
03.2025 - Current

Interim Help Desk Team Lead

DMI Inc.
12.2024 - 03.2025

Help Desk Analyst II

DMI Inc.
03.2021 - 11.2024

Help Desk Analyst I

DMI Inc.
09.2019 - 03.2021

NETWORK TECHNICIAN

Amazon Web Services
10.2017 - 09.2019

DATA CENTER TECHNICIAN

Henkel & McCoy
01.2017 - 07.2017

I.T SUPPORT SPECIALIST

ANASEC, INC
09.2015 - 01.2017

FRONT DESK RECEPTIONIST

Patient
12.2013 - 08.2015

Bachelor of Science - Information Management

Liberty University

Associate of Science - Information Technology

Northern Virginia College

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