SUMMARY:

• 19 years Customer Service exp
• 9 plus years of Government Contracting exp
• 15 years Management/Leadership exp
• 8 years, Developing, staff and clients
• 11 years Helpdesk/Service Desk/Call Ctr exp
• 13 years IT Support exp
• 6 years Helpdesk/Service Desk Management exp
• Organization skills, prioritizing tasks/assignments
• 9 years Web Based Application Support exp
• Type 65 wpm

SKILLS:

• Concur
• ConcurGov
• Confidential (JPMC)
• Ghost
• Director
• Windows 7 through 10
• Vista
• Windows Office XP
• BlackBerry
• Android Smartphone
• VM (Virtual Machines)
• Active Directory

TECHNICAL SKILLS:

Ticketing systems: SalesForce, Service Now, JIRA, Vantive, Remedy, Clear Case, and Clear Quest

MS Office Applications: MS Office Suite 2010/2013, MS Access, MS Word, MS PowerPoint MS Excel, MS Outlook, Front Page, Adobe Acrobat.

Document Management Systems: Documentum, eRoom, RDNet, GM D Confidential base, IMPAC II Modules (27 web based applications) Which consists of Assignment Change Request Module, Committee Management, CRISP Plus, Electronic Council Book, Confidential Commons, Confidential Search, eReferral, Electronic Tracking and Analysis, Grants Closeout Module, Grants Management Module, IC Administration, External Organization Module. Internet Assisted Review, Peer Review, Population Tracking, Program Module, Query View Reporting Module, Receipt and Referral, Research Condition and Disease Categorization, Activities Module, User Administration, and Grant Folder, Grant Update Module, xTrain, and R Confidential Sharepoint, Institute and Center Operations, IC Query and Reporting.

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, VA

Senior System Engineer

Responsibilities:

• Support the replacement of all desktops throughout the EOIR enterprise at their 60+ court locations.
• Travel 75% Domestically to each assigned court location; Liaison between the Court Administrator and OIT and communicate any issues back to ManTech management as they
• Work with Judges to see how they would like their Courtroom bench customized prior to installation
• Assist with the replacement of all existing workstations (Windows 7 and 10 OS), Laptops, Monitors, Printers, and Scanners that are scheduled to be replaced
• Triage IT related issues; able to think quickly to resolve problems.
• Provide Daily status reports to OIT Mgmt. with status of the migration efforts
• Submittal of expense reports in a timely manner

Confidential, Shepherdstown, WV

Supervisory Program Support Specialist

Responsibilities:

• Create and present documents and reports to Sr. Leadership
• Supervise contact representatives within the scope of existing office policies and within the scope of a negotiated labor contract
• Coach, mentor and train current and newly hired Program Support Specialists
• Develop new or propose policies, procedures, and guidelines and making recommendations to management on the need for new or modified policies
• Monitor recorded and live calls completed by contact representatives to track employee performance; identify issues, and to evaluate contact representative's compliance with internal procedures and quality assurance requirements
• Coordinate human resources actions related to staff in the organization
• Foster collaboration with team members across the project implementation team and other stakeholders
• Assist with developing programs for staff development by taking advantage of the diverse operational areas to maximize productivity, improve the quality of service delivered
• Evaluate current reporting tools and performance measurements and make continuous improvements as needed
• Work with project team to configure / develop and test contact center technology implementation and reports
• Receive and resolve complex technical and public relations issues to include writing responses to contact center
• Participate in studies and analysis of program operations
• Analyze, evaluate the effectiveness and efficiency of program operations to meet established goals of the office
• Implementing procedures to improve the effectiveness and efficiency of program operations.

Confidential, Bethesda, MD

Account Manager

Responsibilities:

• Provide travel liaison service to federal government agencies where I supported complex mission related travel
• Manage agents that monitored client web - based customer support ticketing systems to report, track, resolve and monitor Concur functionality issues
• Provide technical application support, developed, maintain records,, recommendations and liaison for governmental travel using Concur (in which now is ConcurGOV)
• Experience in processing travel orders and vouchers using ConcurGov
• Assist with the supporting government agencies on Federal policy driven mission related travel
• Communicate to Concur helpdesk strategies to ensure the monitoring, tracking and reporting of travel met Federal policy
• Conduct reviews on accounts on regular basis to evaluate clients' demands and usage of account in Concur Travel system
• Provided 1 hour weekly presentation using PowerPoint to Directors/Execs updating on issues reported, issues resolved, issues outstanding, demonstrate work arounds, and provide 1 on 1
• Provided Exceptional Customer Service and build rapport with our government clients

Confidential

Man Tech, Washington, DC

Responsibilities:

• Escalation point in resolving direct calls from Paralegals, Attorneys, VIPs, and Upper Level Management in regard to Account Issues, MS Office Suite 2010 and 2013, Windows 7, Adobe Acrobat, Printer issues, Video Teleconferencing, Network Label Printers, Network issues, thin clients, VPN issues and much more
• Coordinated access to Remedy ticket system and Automatic Call Distribution (ACD) system as needed
• Prepared schedule of shifts to ensure coverage during help desk business hours; including weekends and holidays
• Monitored call volume and staff performance in ACD system to promote high agent availability and minimal hold times for end users
• Managed Incidents and Problem Management; identified trends, and provide report(s) in Senior Management meetings. Notified appropriate contractor and Government personnel in the event of widespread network resource outage
• Ensured we meet and or exceed our SLAs
• Generated daily, weekly and monthly reports in evaluating efficiency of the Service Desk
• Built relationships with our government clients and end users
• Developed and customized in-house orientation materials for use with acclimating new hires to the work environment
• Coordinated the program for new hires, establishing technical and customer service benchmarks to ensure readiness for interaction with end users
• Handled employee-related recommendations, including termination, transfer, promotion, demotion, and
• Performed Quality Assurance (QA) of submitted Level 1 tickets

Confidential, Gaithersburg, MD

Customer Relationship Manager

Responsibilities:

• Assisted VIPs, Executives and global support users through Documentation Management system platforms (Documentun, eRoom, SharePoint, and Confluence wiki)
• Created; configured User Accounts, User Profiles, created Passwords, and deleted Accounts
• Installed, upgraded, and configured network printers, applications and managed security permission and user accounts
• Responded to helpdesk calls and emails, which may have involved direct customer interaction and desktop support
• Worked with customer groups as required to assist with preparation for migrating content into Documentum
• Promoted collaboration using the platform as well as other applications and platforms that are involved in the Project Life Cycle
• Utilized Service Now for our ticketing management system

Confidential, Bethesda, MD

Service Desk Team Lead

Responsibilities:

• Provided Tier 1, Tier 2 level support to users of NIH systems via phone, email, walk ins, and web-based ticketing system. Confidential Service Desk provides support for approximately 200,000 users
• Provided support for Internal and External users, VIPs, Executives, and Upper Level Management
• Provided application support for 27 web based applications in administering grant applications
• Provided Accounts Management, with creating accounts, deleting accounts, accounts resets, and providing users with specified access in various applications
• Provided Desktop/Laptop support in hardware, software, and network related issues
• Created Procedures, enhanced SOPs in the following areas: Ticket Handling, Escalations, Department Operations, Testing for software application release. Troubleshot incidents with Remote Access; proficient in Windows 7 and Vista
• Communicated resolutions where technical and non-technical individuals would understand
• Used Remedy as our ticketing system; to ensure accurate response to users and tickets closure in a timely manner
• Installed various software packages onto user's computers; troubleshot issues within a Windows environment