SUMMARY:

• Over 10 years of diverse experience and professionalism from private sector and federal government entities.
• Comfortable working in a collaborative environment or independently, and manage business expectations with a delivery - focused approach to work.
• Passionate about pushing the boundaries of interactive technologies. Strong aptitude for learning and adapting to new systems, methodologies and software engineering in a large enterprise environment.
• Conflict resolution expertise in soft skills, ethics and cultural competency.
• The ability to establish rapport and act as a liaison between individuals, all levels of management and agencies in difficult situations, provide problem solving, crisis intervention, business process evaluation and analysis.
• Develop new solutions to old problems through business analysis, strategy, fact-gathering, and interviewing to fulfill the systems development life cycle (SDLC) and business life cycle.

TECHNICAL SKILLS:

Database: SQL Developer, Windows MS DOS Command Prompt, PL/SQL, SQL, iSQL*Plus, SQL*Plus, Oracle 11g Database Administration, Java, HTML, Crimson Editor, Web Development, Windows, Internet (Explorer, Mozilla Firefox, Google Chrome), SharePoint, Outlook, Lotus Notes, Unix/Sun, MS DOS Applications, Lotus Notes, Piscasa, Adobe, Corel Draw, Paint Shop Pro, Second Life, Microsoft Office 365, Adobe Connect, GoTo Meeting, Virtual Private Network (VPN), Secure Socket Layer Connections (SSL-VPN), Good Dynamics Console, PIV/CAC smartcard and RSA Token, Drive Mapping, Active Directory and Wireless Devices iPad, iPhone and Blackberry, and Security+ (In progress).

Microsoft Office Suite: Word, Access, Visio, Excel, PowerPoint, FrontPage, One Note, Publisher, Access, Project, and Visio.

Additional Skills: Confidential (DSS) Certificates Facility Security Officer (FSO), Personnel Security, Industrial Security, and Adjudication.

WORK EXPERIENCE:

Confidential

Program Support Analyst

Responsibilities:

• Document IT process and procedures to knowledge share across the organization.
• Provide additional quality monitoring support as needed and defined by management and Service Delivery Management.
• Assist in the creation of project documentation, planning and implementation support on contact center technical projects as deemed appropriate or necessary.
• Develop, coordinate, and administer training for Desktop Support management, policy, business solutions, and general business related topics. Develop, teach and train process mapping/procedural documentation best practices to desktop support personnel on management policy, business solutions, and general business related topics.
• Perform analysis, research, and brainstorm ideas to cognitively and coherently deliver issue/task solutions and apply agreed upon outcome. Multi­task to meet established deadlines, manage day to day tasking and prioritize supervisor requests/assignments, while managing assigned projects effectively and efficiently with competing priorities.
• Prepare and present briefings to customers, managers and senior analysts on business related projects and assignments and have proficient knowledge and use in all Microsoft Office.
• Develop a standard training program and analysis of the program data collection templates to facilitate a repeatable data collection process. Determine appropriate level of information to provide in the development of training, process and requirements documentation.
• Maintain and track training programs to meet specific learning objectives and requirements that have been provided by management. This includes assisting with the development of content for leader and participant guides and creating leader and participant materials in the appropriate training delivery media.
• Assist in tracking the skills assessment processes, materials, and objective scoring/measurement criteria such that each training participant’s learning can be tested and evaluated for any course or other training intervention that is offered developed by senior staff.
• Maintain training records for support staff that track what training each individual has completed, along with their training assessment results. Assist with any remedial training that is needed, either on a small group or individual basis, for those staff members that require additional instruction for mastering required skills.
• Ensure training materials and media are current to accurately reflect all of the latest policies, procedures, work instructions and work guidelines. Analyze quality monitoring, customer satisfaction surveys and other data trends, as well as trends identified in performance metric reports, developing and executing training components to address negative trends.
• Assist in the development of processes, methodologies and associated materials as needed.
• Track most common problems/errors among all staff and communicates them to management to discuss what can be done to address them. Other duties as assigned
• Create and maintain support documents (e.g. How To, Standard Operating Procedure, etc.)
• Executed UX research design, mockup, and web development of as well as maintain the EUS Desktop Support Google Drive portal as well established a Helpdesk intranet site.

Skills: Microsoft Windows 7 and 10, Office 2010, Office 2013, various Internet browsers to include Internet Explorer, Mozilla Firefox. Google Apps, GoTo Meeting, Help Desk, Customer Service, Remedy Service Management system, MS DOS Command Prompt, Virtual Private Network (VPN), Secure Socket Layer Connections (SSL-VPN), Junos Pulse, and Wireless Devices: iPad, iPhone, Android, MAC and Microsoft Surface Pro.

Confidential

Enterprise Service Desk /IT Specialist

Responsibilities:

• Coordinate scheduling for End User support. Demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and provide outstanding customer support to customers of all level. Able to work in a fast paced, high demand environment
• Resolve service requests and service restoration incidents with known solutions, innovative solutions and repeatable processes that have been escalated by the Call Center to the Service Desk.
• Achieve First Contact Resolution (FCR) on service requests and incidents. Perform a warm hand-off to the back-line Service Desk for trouble-shooting and resolution of issues that cannot be resolved.
• Provide technical skills to resolve technical tasks, including but not limited to: Service Requests, PIV/CAC smartcard and RSA Token Service, Wireless Device Service Requests, Drive Mapping, Active Directory Accounts: Create, Activate, Modify, Remove, Disable, Deactivate, and setup exemptions; Avaya Softphone Service, Shared Network Drives and Shared Mailbox Service, Audio Bridge: Schedule, Modify, or Cancel; Video Teleconference: Schedule, Modify, or Cancel for Adobe Connect and GoTo Meeting; Employee onboarding/off-boarding: Initiate requests
• Communicates to internal and external stakeholders as a subject matter expert with NEMIS and other related systems.
• Assist in analysis of current system problems reported by end users in order to provide technical advice to resolve problems, or identify situations where system developer support is required to assist in processing a case.
• Service Restoration Incidents: Active Directory Accounts: Reset passwords, Unlock accounts
• Utilize Remedy service management software (or similar tool) to track incidents and service requests through the full lifecycle
• Analyze research findings and convey analysis by assisting in preparing technical papers, briefings, and release notes for the user community
• Proficient in learning new technologies (MS Operating Systems, Office Products, and DHS specified software)
• Conducted studies of work processes and procedures. Identified problems, reviews production standards, and makes tentative recommendations for problem resolution.

Skills: Microsoft Windows 7, Office 2010, Office 2013, various Internet browsers to include Internet Explorer, Mozilla Firefox. Help Desk, Customer Service, Remedy Service Management system, MS DOS Command Prompt, Microsoft Office 365, Virtual Private Network (VPN), Secure Socket Layer Connections (SSL-VPN), Good Dynamics Control, and Wireless Devices: iPad, iPhone and Blackberry.

Confidential

Application Support Specialist

Responsibilities:

• Providing technical investigative support to Issuer/State clients, and technical application support for multiple e-healthcare systems for Affordable Care Act/Obamacare.
• Multiple incident management tools used to report, resolve, and trend issues. Work closely with the Tier 1 support desk, Tier 3 development, functional and deployment teams to develop and increase system knowledge to become expert across all modules.
• Utilize soft communication skills to deal with a nation-wide internal user base and daily interaction with Client and Project team members. Provide call center customer service skills for federal and state governments and health insurance companies.
• Assisted in analysis of current system problems reported by end users in order to provide technical advice to resolve problems, or identify situations where system developer support is required to assist in processing a case.
• Served as an authoritative subject matter expert for specified areas of software development and functions
• Analyzed research findings and convey analysis by assisting in preparing technical papers, briefings, and release notes for the user community
• Gathering, reviewing, and analyzing data to prepare reports
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands

Skills: Microsoft Word, Excel, and Outlook, Help Desk, Customer Service, Remedy ticket tracking software, Linux (Redhat),Unix, MySQL, Edge Server, MS DOS Command Prompt and Microsoft Office 365.

Confidential

Management Support

Responsibilities:

• Utilized datasheet management to track caseflow data information in Microsoft Access. Developed and maintained databases by means of the integration between Microsoft Excel and Microsoft Access. File10 print cards, case notes, reports, and other administrative requests.
• Planned, organized and coordinated various projects, programs and services involving diverse administrative operations; may administer or manage specific projects, programs and/or services; recommends and assists in installing improved administrative methods, procedures equipment and facilities.
• Assisted Project Managers with developing data required for use in the management and direction of programs.
• Assigned by Project Managers and Government Client to performed project expeditor tasks to identify business strengths, weaknesses, opportunities, and threats (SWOT) analysis to develop business strategies by counteracting threats in response to downsizing contractual obligation.
• Tracked, collected, and identified Confidential metrics for Senior-Leadership quarterly briefings. Completed reports monitored key performance indicators used to assess the performance of the systems development life cycle (SDLC).
• Conducted Management Confidential and recruiting metrics that drove an increase of hiring resources, training, and productivity. Administered various staff functions of the department and/or train and evaluate assigned staff and management.
• Conducted research and analytical studies on a variety of programs and issues; coordinates and expedites reports and program information from departmental input; develops procedures and forms; formulates recommendations and prepares reports and correspondence.
• Assisted Quality Assurance Officer(s) and Safety Officers with documentation, SOPs, SSP, and other Ad Hoc duties.
• Interviewed personnel and conduct on-site observation to ascertain unit functions, work performed, and methods, equipment, and personnel used. Drafted a variety of documents such as memorandums, standard operating procedures, reports, and recommendations for management improvement.
• Created, developed and maintained the QA SharePoint site which housed all documentation included but not limited to technical manuals for Confidential and recruiting, guidelines,
• Improved SharePoint search administration using best bets, promotions & demotions
• Conferred with other departments, executive and management officials, consultants and explained/briefed policies and procedures.
• Assisted and hosted in developing briefing, presentation and conference materials regarding for supervisors and executive management; while ensuring information provided is accurate and concise.
• Served as an authoritative subject matter expert for specified areas of software development and functions
• Analyzed research findings and convey analysis by assisting in preparing technical papers, briefings, and release notes for the user community.
• Provided staff support to committees or other departments, as assigned.
• Gathering, reviewing, and analyzing data to prepare reports
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands

Skills: Next Generation Identification (NGI), Senteniel, Automated Case Support System (ACS) SharePoint 2010, Microsoft Excel, Microsoft Access, Microsoft Applications, Biometric Identity Intelligence Resource (BI2R), Explosives Reference Tool (EXPeRT), DART O, Latent Case Flow, WTI Exploitation & Analysis (WEAT), Access Commander Work Environment

Confidential

Help Desk

Responsibilities:

• Utilized soft skills to resolve complex helpdesk tickets for password resets and technical difficulties for end users of Defense Security Service (DSS) products.
• Responded to inquiries from customers and the public regarding the requirements and procedures of the National Industrial Security Program (NISPOM) and the investigation requirements of the Department of Defense (DoD) Personnel Security Programs.
• Gathering, reviewing, and analyzing data to prepare reports
• Acted as a liaison between a diverse customer base to include the military, DoD civilians, DoD contractors, other government agencies and the public.
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands

Skills: NISPOM, JPAS, EQIP, STEPP, ISFD, DCII, SWFT and Remedy.

Confidential

Personnel Security Specialist

Responsibilities:

• Performed management studies, analyses and evaluations to improve the effectiveness and efficiency of user fee collections program operations and for identifying regulatory, financial or policy related issues that arise during the user fee collections process.
• Evaluated issues, problems, and challenges facing the program; draw conclusions based on relevant facts; formulate possible courses of action for issue resolution.
• Performed cost analyses such as development of life cycle or other relevant analyses of organizational projects - BIMS (Biometric Information Management System) database.
• Gathered, compiled, updated and safeguarded confidential classified records of all personnel and applicants. Analyzed candidate applications, fingerprints, and gathered information from conducted background checks to summarize investigative reports.
• Drafted comprehensive reports, briefings, memorandums and issue papers to communicate management interest/positions, and inform internal and external stakeholders, and other senior department leaders on Investment Management activities.
• Reviewed and interpreted incoming policies and directives, ensuring compliance or recommending actions for implementation or correction.
• Performed periodic reviews of existing policies and standard operating procedures and recommends correction actions when indicated.
• Assisted in analysis of current system problems reported by end users in order to provide technical advice to resolve problems, or identify situations where system developer support is required to assist in processing a case.
• Served as an authoritative subject matter expert for specified areas of software development and functions
• Conducted studies of work processes and procedures. Identified problems, reviews production standards, and makes tentative recommendations for problem resolution.
• Gathering, reviewing, and analyzing data to prepare reports
• Analyze research findings and convey analysis by assisting in preparing technical papers, briefings, and release notes for the user community
• Partnered with leadership to implement activities toward developing the region's workforce skills and competencies, including leadership development, mentorship programs, diversity and inclusion, knowledge transfer, and succession planning. Based on the organization's critical skill gaps, works with managers to identify training and developmental needs of their current workforce, identify recruitment strategies to attract and hire individuals that fill the gaps, and develop outreach/mentor options to attract new or existing employees looking for developmental/cross-training opportunities.
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands

Skills: Defense Central Index of Investigations (DCII), Financial Crimes Enforcement Network (FinCEN), Drug X, Joint Automated Booking System (JABS), Choicepoint CLEAR, LexisNexis Accurint for Law Enforcement, i2 Analyst’s Notebook, National Crime Information Center (NCIC) database, Department of Criminal Justice Information Services, Criminal Offender Record Information database (DCJIS iCORI), BIMS (Biometric Information Management System).

Confidential

Access Control Officer

Responsibilities:

• Conducted hourly patrols to ensure the safety of employees and public, secured
• Sensitive Compartmented Information Facility (SCIF) areas, and maintained a daily written report.

Confidential

Support Specialist

Responsibilities:

• Conducted User Acceptance Testing (UAT) of the developed applications along with the end-users.
• Analyzed research findings and convey analysis by assisting in preparing technical papers, briefings, and release notes for the user community
• Developed and documented user training materials (Manuals & Guides) for Deltek Timekeeping System as well as provided user friendly training. Organized and collaborated with Investigative Data Warehouse (IDW) Trainers and Training Division at Quantico to create new user accounts. Trained all staff and management upon organization’s need.
• Used Microsoft Visio to model business processes using UML to create use case diagrams, activity diagrams, sequence diagrams and collaboration diagrams. Maintained routine facilities space analysis to accommodate employees in compliance with OSHA safety regulations and NISPOM security standards.
• Experienced developing, documenting, and/or institutionalizing processes for governing information technology (IT) decision-making throughout an organization (such as, department-wide, agency-wide, or company-wide).
• Experienced assisting management, Quality Assurance and IT with decision-making processes ensuring IT investments integrate strategic planning.
• Presented formal reviews of identification problems to staff, all levels of management and outside agencies. Took corrective actions and evaluations through live observances and provided necessary precautions to make sure the proper steps were taken to alleviate any potential problems. Developed and scripted SharePoint site owner and contributor training for classroom and online training modules. Generated monthly MS Access reports for COTR review of contract performance.
• Improved Confidential process and policies for new hire onboarding authorization by creating processes, and procedures that were clearly defined, and identified through the new hire onboarding process.
• Delivered SharePoint end user instruction and support in one-on-one and group settings
• Partnered with leadership to implement activities toward developing the region's workforce skills and competencies, including leadership development, mentorship programs, diversity and inclusion, knowledge transfer, and succession planning. Based on the organization's critical skill gaps, works with managers to identify training and developmental needs of their current workforce, identify recruitment strategies to attract and hire individuals that fill the gaps, and develop outreach/mentor options to attract new or existing employees looking for developmental/cross-training opportunities.
• Performing Confidential tasks, workforce tracking, and supply and inventory management duties
• Conducted studies of work processes and procedures. Identified problems, reviews production standards, and makes tentative recommendations for problem resolution.
• Making recommendations concerning internal office operations, and all official office policies and procedures
• Gathering, reviewing, and analyzing data to prepare reports
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands

Skills: Microsoft Office Applications, Deltek, Microsoft Visio, i2 Analyst’s Notebook, Choicepoint Clear, Next Generation Identification (NGI), Senteniel, Financial Crimes Enforcement Network (FinCEN), Dunns & Bradstreet, LexisNexis, Sharepoint 2007, and Microsoft Office Suite.

Confidential

Senior Administrative Assistant

Responsibilities:

• Developed management tools to assist and prepare for Confidential ’ audit of SCIFs, classified information, computer systems and departmental compliance.
• Developed and managed complex Microsoft Excel-based financial reports to include invoices.
• Prepared white board presentations and security clearance briefings using PowerPoint, and other various administrative documents using Microsoft Access, Word, and Excel to include PivotTable generated reports. Reviewed SF85 and SF86 documents for accuracy.
• Helped design and manage the SharePoint site archiving and governance solution
• Provided SharePoint project analysis and designed no-code, out of the box solutions
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands
• Performing Confidential tasks, workforce tracking, and supply and inventory management duties

Skills: NISPOM, JPAS, E-QIP, ESPQ, Sharepoint 2007, and Microsoft Office Suite.

Confidential

Junior Technical Support Analyst

Responsibilities:

• Produced professional quality project artifacts including but not limited to business requirement documents, requirement plans, models (e.g. data, event, context and process), traceability matrices, use cases, issue logs and other documents as needed.
• Interacted with project stakeholders to elicit, analyze and document project requirements.
• Reported errors and interacted with the software development team to resolve issues with weekly generated reports.
• Assisted in the designing and development of test case scenarios, and developed test plans.
• Analyzed research findings and convey analysis by assisting in preparing technical papers, briefings, and release notes for the user community
• Completed reports monitored key performance indicators used to assess the performance of the systems development life cycle (SDLC).
• Utilized a variety of management analysis techniques and methods in carrying out the assigned segments of studies and findings.
• Validated testing activities are accomplished in a logical order meeting pre-determined deadlines and schedules.
• Analyzed and evaluated the effectiveness of line program operations in meeting established goals and objectives.
• Recorded, verified, and analyzed system performance issues reported by end users.
• Identified and participated in the development of realistic and rigorous test scenarios and testing procedures.
• Completed segments of special projects in connection with or having substantial or major impact in the production organizations. •Established best practices to ensure successful IT project management and capability delivery in accordance with system development life cycle management principles to meet OA and Department objectives.
• Served as an authoritative subject matter expert for specified areas of software development and functions.
• Juggling multiple tasks and priorities and re-adjusting priorities to respond to pressing and changing demands

Skills: Utopia, SumTotal LCMS, LMS, HTML, Java, Web Development, Microsoft Access, Microsoft Excel, Utilized Crimson Editor, and Mozilla Firefox.