SUMMARY:

• HDI Certified with Help Desk Institute, ITIL V3 Foundation Certified with over 12 years of experience in the Information Technology (IT) industry. This includes Strong knowledge of Quality Assurance, Software management, Project Management, customer service management and Help desk experience. I have demonstrated experience in delivering results within the information systems department for government and commercial organizations. Strengths in technical solution to improve create and deliver new processes and programs to improve operations that contribute to sustained business growth, and improved staff productivity.
• Additional skills are in configuration management, operations, staffing, and customer problem solving. Effectively communicates with all levels of management when delivering products or solutions to clients.
• Knowledge of Agile and Scrum Methodology

TECHNICAL SKILLS:

• MS Office tools: Project, Visio, Excel, Word, Access, PowerPoint
• Remedy and Magic Helpdesk Database
• Ariba 8.1 Software
• E - Recruiting, E-Base, Hiring or Open Enrollment, Position Management
• PeopleSoft 8.1 Portal and Financial support in Recruitment, Hiring, Payroll and Time and Labor, Personal Actions, Job Codes and Requisitions.
• Asset Management, Transportation, Status Tracking, Procurement Desktop, Momentum
• Experience in TOAD (Tools for Application Developers)
• Experience with PeopleSoft 8.1 ; 8.9 ; 9.2
• Oracle, Access
• IBM, SUN-Microsystems and Apple Macintosh

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Business Analyst

Responsibilities:

• Execute test plans with regression testing, integration testing and functional testing for PeopleSoft modules
• Research and document cause of test errors or trouble tickets
• Provide technical support to prepare test data and validate test results
• Research and write required test conditions based on Requirement Traceability Matrix (RTM) requirements and technical design
• Write SQL queries on a regular basis to test the validity of the data on the backend of PeopleSoft modules
• Responsible for assisting with future expansion and improvements to activities regarding
• Support the test lead in maintaining test progress status and issue reporting
• Test script development from RTM requirements and technical design
• Test condition validation process and custom tools development
• Review Functional and Technical Solutions with Development and Solution team and provide feedback and guidance to the team
• Responsible to uploading all test scripts, plan and conditions on iknow Knowledge Base System.
• Run reports and analyze data on reports such as Per daily, Static and Dynamic file for daily transaction
• Create standard test condition inventory
• Support automated testing tool deployment and use
• Support research into 8.9 customizations and Defense Financial and Accounting System (DFAS) interface analysis
• Support trouble ticket resolution and testing rapid deployment testing
• Support testing for large project implementations or upgrades
• Work with team and coordinate with end users, functional SMEs, Developers and other testers
• Support Tier 3 or helpdesk trouble tickets resolution and testing

Confidential, Virginia

SR Desktop Application Analyst

Responsibilities:

• Supports users in eBusiness, FastLane application
• Creates user manuals for analyst to use on historical records or repeated problems
• Perform application testing in order to resolve a trouble ticket.
• Manually recreates a problem case in order to get to the root solution of that problem.
• Query Helpdesk database for assigned open and pending requests and updating requests as needed.
• Administers Secure ID accounts, issue tokens and assist customers with setup.
• Performs account administrators: reset passwords or unlock accounts in accordance with security guidelines.
• Provides support via phone, email, or in person to over 2000 Foundation’s internal customers with a focus on senior-level customers.
• Handles escalated technical issues and providing desk-side support for situations not resolvable over the phone
• Installs configures, and troubleshoot Windows and Mac operating systems and the MS Office suite of products in an enterprise setting.
• Undertake computer repairs and troubleshoot workstation configurations with minimal supervision.
• Cross train lower level tiers on troubleshooting incidents before escalating to us
• Performs deployment of hardware to Foundation users
• Performs system backups and image of computer hardware

Confidential, Suitland, Maryland

Level 4 PeopleSoft Analysts

Responsibilities:

• Performed System Documentation and Analysis, Regression Testing and Training in PeopleSoft 9.0.
• Prepared for and conduct requirements gathering sessions with clients
• Responded to Remedy incident tickets, telephone calls for technical support, and as deemed appropriate, STAT and Customer Service Requests (CSRs).
• Be cross-trained on 4 support PeopleSoft system modules - PeopleSoft Recruiting, Human Resources, Time & Labor, and Payroll.
• Assisted with the PeopleSoft Migration and Upgrades from 9.0 to 9.1
• Ability to work closely with the Developers in any System Migration and testing done on the PeopleSoft Regression System as well as Production Environment
• Monitored all CSRs to ensure that they migrate successfully to Production Environment.
• Met with Directors, Stakeholders, and Customers to define the full System Specifications, Requirement and changes within.
• Logged, updated, and tracked reported issues using Remedy ticketing base system.
• Created Customer Support Request for any System Modification in the Decennial Applicant, Personnel and Payroll Systems (DAPPS).
• Performed System Test and Requirements efforts
• Supported over 1000 clients of the Census Bureau office and answers any questions on all supported 4 modules including SF-50 reports.
• Created and maintained historical records of related/repeated problems by creating User Defined Manuals.
• Properly identify, research, and resolve technical problems.
• Reviewed and prioritize customer incidents, requests, and complaints to ensure that resolutions are appropriate and timely.
• Escalates issues requiring immediate client attention.
• Managed customer expectations throughout the life cycle of their incident, request, and/or complaint.
• Followed up with customers to ensure that their inquiries are resolved within the agreed upon time frame.
• Ensured that privacy of applicant and employee data is respected and protected.
• Ensured customer needs are met in a courteous and professional manner.
• Updated Help Desk Standard Operating Procedures in accordance with industry best practices and experience.
• Provided daily communication regarding support center operations.
• Make application recommendations as needed.
• Provided guidance and functional support as needed in response to customer inquiries and requests.
• Researched issues through both front and back-end methods .

Confidential, Rosslyn VA

Functional Support Expert Representative

Responsibilities:

• Worked with the Procurement and Budget Analyst in answering any PeopleSoft questions on Account Payable, General Ledger, Account Receivable, Purchase Orders, Requisitions and Purchase Cards for the State Clients.
• Worked with current functional leads to transition knowledge for specific applications. Applications include: Procurement Desktop, Distribution, Asset Management, Ariba 8.45, Transportation, Status Tracking and PeopleSoft Database HRMS version 8.48, and Momentum.
• Supported 8 applications using People soft modules 8.48 versions for Portal and Financial supports
• Participated in the User Acceptance Testing (UAT) for PeopleSoft 8.8
• Worked with the Production Support team to identify and resolve Production SIRs.
• Interface between the customer support desk team and the customers, users, and Integrated Logistics Management System (ILMS) tier 3 supports.
• Provided support to all customers that request service from the Customer Support Team.
• Logged all Customer Support Desk communication (phone calls or emails) within the Dept of State Universal Trouble Ticketing System (UTT)
• Ensured all assigned trouble tickets are acknowledged and timely feedback is provided to the customer.
• Participated in all Customer Support Desk training related to additional ILMS modules.
• Completed updates as necessary to the various ILMS Job Aids to ensure correct information is communicated to the customers
• Provided support to team members that request assistance from the Functional Leads on specified applications.
• Participated in all related training and SMEs training sessions to continue knowledge gathering about ILMS modules.
• Participated in the testing process for assigned interfaces to ensures all needed testing is successfully completed and client and security sign-offs are obtained.
• Provided training and documentation to our users as required.
• Provided training in PeopleSoft database for clients and Human Resources in navigating the system and answering any questions they have on the applications

Confidential, Washington DC.

Application Support Specialist Lead

Responsibilities:

• Identifies developmental and training needs of employees, providing or arranging for needed development and training
• Provided Functional and Technical Support in different Modules of PeopleSoft including E-Base, E-Recruitment, Position Management, Hiring, Personnel Actions, Open Enrollment and Payroll.
• Provide technical support to employees and over 3500 users in the District of Columbia by responding to day-to-day requests for PC support through trouble tickets, emails and phone channels
• Leverage outstanding diagnostic and troubleshooting skills to achieve goals of the program in an SLA-based environment
• Provide support to all Human Resources Managers using PeopleSoft 8.1 version.
• Provide support to all Human Resources in the E-Recruiting, E-Base system, Hiring System support Ariba Buyer 8.1 system for all Government Agencies in District of Columbia. Answers any kind of Systems errors that they may have in Ariba
• Respond to the needs and questions of users concerning their access to IT resources.
• Troubleshoot multiple hardware, various software and web applications.
• Assist users of varying PC and application skills levels and manage through a wide variety of customer scenarios
• Record each call 'ticket' in the Remedy service tracking software database
• Supports and answers any questions regarding the Procurement Automated Support System (PASS) issues on requisitions, purchase orders, invoices etc.
• Supports and answers any questions on Microsoft Office 2003 Including Word, Excel, Outlook, PowerPoint
• Use excellent communication skills to communicate relevant information to team members, the operational group and the helpdesk management
• Troubleshoot users’ problems via remote administration software (LANDesk)
• Perform software/hardware installations, configurations and upgrades
• Maintain and contribute to helpdesk knowledge base through excellent communication of lessons learned with team members
• Manage new user tickets, update and create tickets as needed and record steps taken to resolve issues
• Evaluates the work performance of subordinate employees
• Ability to complete multiple simultaneous projects in a timely manner
• Resolve/close out or document/escalate any ticket assigned in the queue as necessary
• Train Follow Technician on the helpdesk database and products
• Provides leadership by projecting a positive attitude
• Monitor voicemail and email to ensure that all customers are responded to within the required SLA
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

Confidential, Baltimore, MD

Technical Administrative Consultant

Responsibilities:

• Assist in testing software before deployment to Citi Group Branches and evaluate features based on clients’ needs and specifications
• Serve as the Primary Consultants in the assigned systems area
• Provided support for clients of Confidential in creating and publishing departmental PowerPoint presentations for Town Hall Meetings
• Schedule and facilitates meetings to track and discuss progress
• Perform other related duties as assigned.