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Dale Sillyman

Watch Officer @ SAIC

Watch Officer at SAIC

Washington D.C. Metro Area

Ranked #213 out of 4,261 for Watch Officer in Washington

Section title

Dale Sillyman's Email Addresses & Phone Numbers

Dale Sillyman's Work Experience

SAIC

Watch Officer

Washington D.C. Metro Area

Acuity, Inc.

Senior Consultant Service Desk

June 2016 to March 2018

Washington D.C. Metro Area

SAIC

Watch Officer/IT Operations Center

November 2014 to June 2016

Washington D.C. Metro Area

Dale Sillyman's Education

McDaniel College

Salisbury University

B.S., Education

1976 to 1981

Dale Sillyman's Professional Skills Radar Chart

Based on our findings, Dale Sillyman is ...

Family-oriented
Verbal
Planned

What's on Dale Sillyman's mind?

Based on our findings, Dale Sillyman is ...

52% Left Brained
48% Right Brained

Dale Sillyman's Estimated Salary Range

About Dale Sillyman's Current Company

SAIC

Frequently Asked Questions about Dale Sillyman

What company does Dale Sillyman work for?

Dale Sillyman works for SAIC


What is Dale Sillyman's role at SAIC?

Dale Sillyman is Watch Officer


What is Dale Sillyman's personal email address?

Dale Sillyman's personal email address is da****[email protected]


What is Dale Sillyman's business email address?

Dale Sillyman's business email address is d****[email protected]


What is Dale Sillyman's Phone Number?

Dale Sillyman's phone (206) ***-*321


What industry does Dale Sillyman work in?

Dale Sillyman works in the Information Technology and Services industry.


About Dale Sillyman

đź“– Summary

Watch Officer @ SAIC Washington D.C. Metro AreaSenior Consultant Service Desk @ Acuity, Inc. Acuity, Inc., U.S. Department of State, Contract, June 2016 - PresentDDTC Senior Consultant (Service Manager), Directorate of Defense Trade Control SECURITY CLEARANCE: Top SecretServe as a Senior Consultant at the Department of State in the Directorate of Defense Trade Control. This role entails duties as a managing consultant of two separate industry facing service desks and the internal desktop support team for the Directorate’s IT services.• Provide leadership and operational supervision to three separate and unique service teams• Manage the transition to new propriety business model (DTAS to DECCS)• Guide team through transition from a legacy ticketing system (Serena) to new Service Now ITSM software platform• Institute ITSM best practices across the DDTC Enterprise From June 2016 to March 2018 (1 year 10 months) Washington D.C. Metro AreaWatch Officer/IT Operations Center @ SAIC SAIC, Inc., U.S. Department of State, Contract, November 2014 – June 2016 Watch Officer/IT Operations Center SECURITY CLEARANCE: Top SecretServed as an ITOC (Operations Center) Watch Officer for the SAIC-Vanguard 2.2.1 contract. Responsible for monitoring enterprise major incidents and changes, providing status reports to senior executives, coordinating response, and serving as the primary point of contact for disseminating information about enterprise issues. • Served as the senior (on shift) ITOC POC for IRM situational awareness status and updates concerning the health of the IRM enterprise production environment including infrastructure and related applications’ performance and availability• Maintained an enhanced IRM enterprise situational awareness of the overall health of the enterprise hardware and software suites by actively engaging status updates with other Vanguard IRM infrastructure and applications operations centers• Provided oversight management of ITOC Systems Control Analyst staff activities and checklist tasks for monitoring of infrastructure and appropriate Tier 1 support notification services• Managed and controlled major incidents (Severity Level 1 - 4) to resolution• Executed escalation procedures of SEV 1-4 incidents to Tier 3 engineering/vendor support organizations• Coordinated with the other IRM operations centers during time of crisis and/or emergencies• Managed the timely execution of changes to the IRM enterprise infrastructure to include coordination of those scheduled changes with the host organization, and continuously monitor through completion and follow-up for validation of completed changes• Maintained open communication and information flow with S/ES-O Executive Secretariat Operations Center, Department of State Bureaus and Consulate Affairs and U.S. Government operations centers, such as the Department of Defense (DOD) From November 2014 to June 2016 (1 year 8 months) Washington D.C. Metro AreaService Desk Manager - Department of State/DMI, Inc. (Clearance - Top Secret) @ DMI (Digital Management, Inc.) Manage the government client’s 7x24x365 IT Service Center to meet the established operational performance metrics •Mentor and coach Technical Service Representatives in all aspects of providing outstanding technical support•Report on Service Center call flow and Incident Management•Maintain proper staffing levels to ensure SLA metrics are met and customer satisfaction is maintained•Establish best practice techniques and strategies•Generate and present metrics, reports, information, and improvement recommendations to management•Recommend and ensure compliance with policies, procedures, and standards•Support business development and proposal efforts as appropriate From November 2012 to November 2014 (2 years 1 month) Bethesda, MDIT Client Services Manager, FDIC - SRA Inc. @ SRA International SRA, Inc., FDIC at Arlington, VA 7/2010 - Present POSTION: Client Services Manager SECURTIY CLEARANCE: Secret Task Area Manager of the Client Services Section for the FDIC/ISC contract. Responsible for management of the Service Desk (Tier I Call Center), Tier II Desktop Support, and Access Control/Identity Management Teams. 90+team members located in multiple offices around the country. • Managed an enterprise-wide service desk including implementation of ITIL best practices.• Expertise in the successful management of staff working for large, geographically distributed service desks.• Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction and resulted in cost reductions.• Demonstrated experience and proven success implementing changes, processes, and standards to improve an enterprise-wide service desk.• Demonstrated experience with help desk technologies and processes such as Remedy, Avaya and Aspect phone systems, Witness Call Monitoring system, Right Answers Knowledge Management.• Advanced proficiency in client services related analysis and project planning.• Advanced proficiency with interpersonal and communication skills (verbal and written) in a Federal client services environment.• Administered subcontract vendor relations, including authoring Statements of Work (SOW).• Delivered Task Area Orals presentation at FDIC Request for Proposal for FDIC. • Selected as a subject matter expert for Client Services in SRA’s “Community of Best Practices” team. From June 2010 to November 2012 (2 years 6 months) Washington D.C. Metro AreaHelp Desk Manager Harris Corp. Largo MD @ Harris Corporation Help Desk Manager for the US Census 2010 Decennial (Contractor). Responsible for the management of all day-to-day activities of a distributed, national helpdesk network, covering over 160 regional and local Census offices• Support of all Information Technology Systems including Computing Networks, Telephone Systems, and Custom Hardware and Software Applications. • Responsible for the deployment, coordination and management of Help Desk support services for Tier II & III support. • Coordinate procedures, processes, and schedules for the Helpdesk Team.• Create and maintain help desk tasks, issue logs, status reports, etc.• A key lead role in completing the start up and reaching full operational capacity. • Responsible for interviewing and selection of the helpdesk staff.• Coordination of the various Escalation/Resolver groups for the resolution of difficult technical problems.• Responsible for ensuring the staff will provide great customer service including accurate and timely information, proper customer contact, tone, attitude, etc.• Involved on the program in the various technical development tasks to ensure that the helpdesk team is kept informed, has the tools needed, and is trained on system functionality.• Assist with any tasks that are required to ensure that the Helpdesk team has the knowledge and skills required to provide appropriate, complete, and as efficient as possible technical and customer service support.Security Clearance: Moderate IT/Public Trust - Active From July 2008 to July 2010 (2 years 1 month) Broadband Internet Service Manager @ Comcast Cable Regional Manager of Call Center/Technical Support Team for Comcast Advanced Products (Internet and Voice Over IP Phone Service) • Full Responsibility for operations of 400+ seat call center providing technical and customer service support for 450,000+ Comcast Customers in the DC region. • Planned and directed opening of large new regional call center in Largo, MD. • Provided leadership and support for Advanced Technology Call Center staff of up to 400 FTE’s.• Ensured staff provided excellent customer service through administration of Call Quality Monitoring program.• Analyzed operations metrics as part of an integrated workforce management plan. • Responsible for recruiting, hiring, training, and developing new hire staff. • Interfaced with Human resource team to handle personnel matters including conflict resolution, diversity and inclusion issues, and progressive disciplinary actions. • Managed relations between Internal teams (i.e. – accounting and finance, technical operations, sales and marketing, business operations, NOC/SOC, corporate office). • Led and directed leadership team consisting of managers, supervisors, trainers, IT support, HR and recruiting, operations and reporting analysts, etc. From November 1997 to August 2008 (10 years 10 months)


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In a nutshell

Dale Sillyman's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

3 year(s), 6 month(s)

Dale Sillyman's Willingness to Change Jobs

Unlikely

Likely

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