Scott Holmes
About Scott Holmes
Scott Holmes serves as the Service Desk Program Manager at the U.S. Geological Survey (USGS), where he has worked since 2008. He has implemented significant improvements in IT support services, including increasing First Level Resolution rates and replacing outdated ticket tracking systems.
Work at U.S. Geological Survey
Scott Holmes has been employed at the U.S. Geological Survey (USGS) since 2007, where he has held the position of End User Services Chief for 17 years. In this role, he oversees various aspects of end-user support and service management. Additionally, he has served as the Service Desk Program Manager since 2008, where he has implemented significant improvements in service delivery. His efforts have included the introduction of remote desktop tools that increased First Level Resolution rates from 32% to 78%.
Education and Expertise
Scott Holmes possesses extensive expertise in IT service management and support. His experience includes acting as a Contracting Officer Technical Representative for a multi-tasked contract valued at 12 million dollars. He successfully secured a replacement contract worth 8 million dollars, resulting in annual savings of nearly 1 million dollars for USGS. His technical skills are complemented by his leadership in the Department of Interior's IT Transformation effort, which aimed to consolidate help desk services.
Achievements
Scott Holmes has received recognition for his contributions to customer support within the government sector. He won the 2010 Customer Focus Excellence and Overall Customer Support Excellence awards at the Government Customer Support conference. His initiatives have led to significant improvements in service delivery, including the replacement of the outdated Front Range HEAT ticket tracking system with BMC’s Remedy, enhancing the overall solution for the Department of Interior.
IT Transformation Initiatives
Holmes played a key role in the Department of Interior's IT Transformation effort, which focused on consolidating help desk services across the department. His involvement in this initiative reflects his commitment to improving operational efficiency and service quality within government IT services. His leadership in implementing remote desktop tools and enhancing ticket tracking systems has contributed to the overall success of these transformation efforts.