INFORMATION TECHNOLOGY / DATA MANAGEMENT / BUSINESS ANALYSIS

SUMMMARY: Professional with 15 years of experience in the areas of: information technology, customer service, business and finance, human resources, and administrative office roles. Demonstrates strong organizational, research, and communication skills with the ability to prioritize tasks, work independently to accomplish goals, and meet time-sensitive deadlines.

Equipment: Cisco, Juniper, Fore Systems, Lucent, Alcatel, 3COM, IPAQ,
Environments: UNIX, Citrix, Windows NT, Windows Server 2003
Applications: Microsoft Office Suite, HP Open View, Oracle, PeopleSoft, Infowave, Indus, Salesforce, QuickArrow
Protocols: TCP/IP, BGP, OSPF, ISIS
Ticketing Systems: ETMS (Enterprise Ticket Management System), Remedy, Vantive, HP Service Desk

CONSULTING ASSIGNMENTS:

Data Management Analyst
Client: Confidential, Vienna, VA September 2009 - December 2010

• Generated, prepared and finalized employee project data analysis and ad-hoc reporting, in order to provide assistance to the Human Resource department.
• Participated in regular team staffing meetings to facilitate the implementation of human resource management staffing action plans, and maintain accurate data in the QuickArrow database.
• Handled all resource management staffing requests, and provided hands-on training in QuickArrow to company personnel.

Consultant
Client: Confidential, McLean, VA March 2008 - May 2009

• Gathered statistical data to document and report the completion of mandatory core curriculum, and certification test results for a diverse group of pre-selected company personnel.
• Participant test scores were recorded and retained to comply with Booz Allen Hamilton requirements.
• Provided technical support to customers to ensure that access was available to the required online course materials and test result scores.

Business Analyst
Client: Confidential, Reston, VA August2007 - December 2007

• Provided customer support to internal and external customers, vendors, and service content providers to achieve success and prompt resolution with wireless digital media content utilizing the trouble ticket management system.
• Handled Tier I - III application system testing utilizing active troubleshooting, log analysis, and communication updates.
• Produced daily sales and status reports, and responded to revenue impacting events or application system issues on a rotating shift schedule.

Financial Analyst / Reviewer
Client: Confidential, McLean, VA November 2006 - April 2007

• Supported account managers and subject matter experts to provide accurate documentation in response to requests from internal and external audit teams.
• Contributed in the development of strict guidelines and process controls, as part of certifying an application Sarbanes-Oxley compliant.
• Documents and artifacts were collected and reviewed for accuracy and completion prior to delivery.

PROFESSIONAL EXPERIENCE:

Confidential, Specialist II
Sprint, Herndon, VA April 2005 - August 2006

• Controlled the creation and deactivation of user accounts for the Atlas database in accordance with Sarbanes-Oxley policies and procedures.
• Performed testing and supplied the necessary documentation and artifacts requested for internal audits.
• Maintained and updated the required documentation for the Atlas system for testing and process controls.
• Provided password reset instructions via the trouble ticket management system.

Systems Support Analyst II
Confidential, Herndon, VA August 2004 - April 2005

• Managed Tier I - II technical support and operational customer service needs for field personnel over the phone, by email, and trouble ticket.
• Identified, analyzed, and resolved moderately complex web-based software application issues and inquiries to exceed customer expectations and SLAs (Service Level Agreements).
• Provided on-call rotation support for escalations to quickly respond to incidents, and sustain platform availability and stability.

Technical Analyst II
Confidential, Ashburn, VA July 2000 - January 2004

• Functioned as the customer's single point of contact for problem escalation and resolution in a network operations call center.
• Provided technical assistance over the phone, and by trouble ticket to promptly ascertain the nature of the problem, and provide expeditious resolution to meet or exceed service level agreements.
• Assisted with the mounting and installation of network equipment for the network engineering lab.
• Drafted logical hub diagrams of the internetworking connections of the engineering lab.

Business and Finance Assistant
Confidential, Reston, VA April 1996 - July 2000

• Reviewed and prepared documents for commercial, federal, state and local governments such as: contracts, statements of work, task orders and invoices.
• Managed the Federal Supply Schedule Vendor (FSSV) and subcontractor databases to monitor and track receipt of payment.
• Recorded contract delivery orders in the FSSV database to facilitate accurate payment to the Government.
• Created consultant job titles, and hourly rates in the PRC Online database to facilitate billing resources for consultants and internal staff.

EDUCATION:

Office of Continuing Professional Education
Contracting with the Federal Government Certification Program, 65 credit hours
Pursuing degree in Business Administration

CERTIFICATIONS:

Cisco Certified Network Associate (CCNA), 6/2000