Congratulations to Shawn Silva-Cosgrove, our 2019 SMS Engineer of the Year. As the Customer Service Center Manager on SMS’s Base Level IT Support (BLITS) contract at Hanscom AFB Base, Shawn transformed the team’s approach and processes to significantly improve service desk restoral times, increase customer satisfaction, and improve performance and morale for our BLITS Customer Service Center staff.
Shawn introduced workload control processes that reduced daily ticket backlog by over 96% and exceeded contractual service desk call thresholds by 4.5% across all categories. Shawn’s efforts created efficiencies that allowed for a BLITS service desk staff reduction while exceeding all threshold metrics for 18+ months straight.
In July 2020, Shawn was promoted to the role of Deputy Program Manager on SMS’s new Air Force Cyber Support Services task order. Larry O’Connell, SMS Northeast Director, stated: “Shawn consistently demonstrates a commanding grasp of Cyber/IT systems engineering across a wide swath of technologies. This depth allows Shawn to rapidly assess mission needs and recommend creative solutions with effective business acumen. It is exciting to see highly talented staff leverage opportunities and grow within our Service Delivery team. I have every confidence that he will deliver excellent results in his new role”.
Congratulations, Shawn, on your promotion and being named the SMS Engineer of the Year!