Chameleon Kudos | Dawn Thomas
Chameleon Kudos is designed to give you a peek into our premier performers here at Chameleon Integrated Services. Employees who are featured exemplify our mission: to be the most agile information technology firm, helping our clients prepare, protect, and prosper. They demonstrate a positive attitude, excellent customer service, and exceptional knowledge surrounding IT modernization, cloud, and cyber security.
Today’s Chameleon Kudos goes out to Dawn Thomas. Dawn is our DISA Global Service Desk Program Manager at Fort Meade, MD. She just celebrated her one-year anniversary with Chameleon this January. In that one year, Dawn, along with her amazing team, has completely turned around our Global Service Desk (GSD) contract. She has led the planning, implementation, and delivery of five Active-Active initiatives that have assisted DISA in achieving their service desk consolidation vision.
In addition, she has aided in achieving 21% core hour staff efficiencies, an approximately 20% decrease in employee turnover, and significantly improved customer satisfaction. All the while, Dawn was able to manage 100% more tickets, a 60% call volume increase, a 450% email volume increase, with decreased staffing levels.
Dawn attributes this success to the constant communication with her staff and working as a team across all four locations (Ogden, Montgomery, Scott Air Force Base, and Fort Meade) to achieve these results. The increased communication, planning, and support were large factors in the decreased turnover and ability to achieve Active-Active.
We asked Dawn a few questions about her experience that led her to a career with Chameleon, as well as what her experience has been so far with us. Here is what she had to say:
What made you decide to accept your position with Chameleon Integrated Services?
“I was looking to expand my program management knowledge and skill sets where there was an opportunity to make a difference. There was very little growth or potential in my previous position, and this opportunity offered an avenue to the next step in my career.”
What is the best part about working for Chameleon Integrated Services?
“The people. All of the people I have worked with in the past year are motivated, hardworking people who care about the success of the programs and are willing to help each other. The management at Chameleon has an open-door policy and listens to the employees in an effort to continuously improve the company holistically.”
What made you decide to pursue this career?
“I have very strong soft skills including interpersonal communication and team-working skills. Although I have always been a part of a technical team, I always seemed to take on the leadership role, as this was where my strengths led me. I discovered I liked putting the puzzle pieces together, am extremely goal-oriented, and also have the ability to motivate people. These traits pointed me towards project management.”
What do you like best about working in this industry?
“Constant change. There is always something new to learn or new ways being devised to achieve improved results. Additionally, working for the government gives you a purpose in supporting our troops on a daily basis.”
What advice would you give to candidates looking to pursue a career in this industry?
“Be flexible, as everything around you will constantly be changing. Always be open to listen to your peers, lead by example, and do not expect your personnel to do something you are not willing to do yourself.”
On behalf of the entire Chameleon team, we congratulate Dawn on all of her accomplishments. We look forward to her continued success and leadership within our company!
Chameleon Integrated Services is one of The Silicon Review’s 50 Best Workplaces of 2017. Prepare. Protect. Prosper. These three simple words drive everything we do to deliver agile IT solutions, helping you achieve your mission. We apply a deep understanding and broad technical expertise achieve your most critical IT objectives. Click here to browse our current openings.