TECHNICAL SKILLS:

Software: Service Now (version Istanbul), Remedy, MS Office Suite (2003 - 2016), SharePoint 2007, Google Document tools, Avaya CMS Supervisor, Aspect Workforce Management, Siemens HiPath Resume Routing, LDRPS Disaster Recovery

PROFESSIONAL EXPERIENCE:

Confidential, College Park, MD

Requirements Analyst

Responsibilities:

• Supporting the National Archives. And Records Administration.
• Requirements Team Quality Management Division (IQ). The Requirements Team is responsible for the development (elicitation, analysis, documentation and management), requirements review and reports against the IEEE standard.
• This includes the utilization of templates to create and review of Use Cases, Release Review Report (RRR), Process Descriptions Document (PDD), et al.

Process Analyst

Responsibilities:

• Supporting the Technology and Enterprise Support Services (TESS) contract for the Federal Retirement Thrift Investment Board. Cross Functional Services/ ITIL based Performance Management create/analyze monthly dashboards of team performances across the contract.
• Create Process Descriptions to set scope & guidance of SLRs from Development to Pilot into Production. Facilitate cooperative meetings between owners and customer for mutual agreement on SLR goals, targets and validity.

Process Analyst

Responsibilities:

• Supporting the Technology and Enterprise Support Services (TESS) contract for the Federal Retirement Thrift Investment Board. Cross Functional Services/ ITIL based Problem Management processes utilizing the Service Now ticketing system & promoting collaboration to research & document Problem level issues.
• Providing back-up to Service Level Requirements reporting process. Providing back-up to Deliverable Services (reporting Q&A).

Confidential, Fair Oaks, VA

Problem Manager

Responsibilities:

• Collaborated, collected, interpreted and analyzed team assessments to construct succinct detailed Incident or Problem reports detailing Root Cause Analysis (RCA).
• Create tracking reports monitoring ticket life cycle, accuracy and patterns.
• Coach continuous improvement of Service Desk ticketing process and procedures.
• Create, edit and/or proof processes and procedures.

Knowledge Manager

Responsibilities:

• Developed document library system within SharePoint to house SOPs, Configuration Documents, Knowledge Articles and other documentation.
• Created, edited and/or proofed processes and procedures.
• Developed daily timeline of Production schedule.

Business Process Analyst

Responsibilities:

• Used Avaya CMS Supervisor to model call patterns promoting adoption of call based shift scheduling.
• Used Avaya CMS Supervisor to build comprehensive spreadsheet to create performance reports.
• Broached operational improvements to Help Desk operations including:
• Single point of contact/control desk
• Comprehensive intra-day reporting
• Dedicated position(s) to monitor help desk and staff performance throughout the day
• Urged adoption of standard performance markers.
• Recommendation Letter: Goodwin Ting, formerly CTO at Powertek Corporation.

Help Desk Support 1

Responsibilities:

• Utilized Remedy ticketing system to log and track incidents.
• Provided assistance to questions regarding MS Word. Primary assistance for MS Excel.
• Built customer satisfaction via one call, one point resolutions.
• Supported department service level agreements to maintain best practices measurements.
• Created training/process documentation in easy to understand terms for non-technical clientele.

Quality Assurance Management Coordinator

Responsibilities:

• Created monitoring and training processes.
• Implemented Quality Improvement (QI) initiatives; identify areas for QI within the help desk program.
• Trained on concepts including Customer Service, continuous improvement and metrics based monitoring.
• Managed the Quality Control of the Army Knowledge Online/Defense Knowledge Online (AKO/DKO) Niprnet Help Desk operations and environment. Averaged 13,000 daily call volume.
• Implemented Quality Improvement (QI) initiatives; identified areas for QI within the help desk program.
• Created training video to facilitate conceptual learning as part of monitoring/training program.
• Developed, implemented and reported on customer survey program for QI and Customer Service.
• Improved QI and Customer Service performance of Help Desk staff; assured Continuous Improvement of staff through participation in workshops & research.

Business Analyst

Responsibilities:

• Created SOPs and work instructions for Circulation Finance knowledge base.
• Reported & analyzed financial, business & agency issues, circulation and performance.
• Reported & analyzed various processes of company circulation and performance.
• Improved efficiencies in reporting.
• Distinguished strengths & weaknesses of performance: Identify ways to improve processes.

Senior Customer Service Professional/Trainer/Workforce Specialist

Responsibilities:

• Provided leadership, seeking efficiencies, and quality improvement using HDI practices, reporting and analysis.
• Monitored, analyzed & reported on various aspects of call center performance.
• Improved efficiencies in Average Speed of Answer (ASA), ACD call routing, Call Management System and agent desktop use.
• Built and tested Chatterbox IVR system for National Customer Service department.
• Improved verbal communication including voice inflection, word usage. Created and managed schedules & projects using Aspect Workforce Management Software.
• Created SOPs and work instructions for Help Desk knowledge base.
• Utilized Siemens HiPath Resume Routing, Composer and Chatterbox applications for call center performance.