SUMMARY:

• Experience in Information Technology with expertise in Technical Support, Analytical, and Customer Relations.
• Dedicated, tenacious, multi - tasked, and hard working individual with the intercommunications skills to interact at all levels of the organization.
• Works well unsupervised individually or as part of a team.
• Works well on individual and group projects.

TECHNICAL SKILLS:

• UNIX
• Windows 98
• Windows XP
• Windows 2000
• Heat
• Microsoft Exchange Server v5 and v5.5
• Peregrine
• Vantive v8
• Applix
• Clarify
• Support Magic
• Microsoft Office 2000
• Microsoft Outlook 2000
• Knowlix Knowledge Base v4
• PeopleSoft Financials
• E-Term 32 Terminal Emulator
• TSO
• Rumba
• Reflections 1
• Outlook Web Access
• User Manager
• PeopleSoft Enterprise 8
• Active Directory
• Test Orders and Results Online (TOROL)
• Concur Online Expense v6.1
• Citrix Metaframe Personal Application Porta
• NIKU 6
• PC Anywhere 32
• Dame Ware NT Utilities
• NetMeeting
• Message Soft
• IBM Mainframe Applications

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Software Trainer - Contractor

Responsibilities:

• Provide in person training to Central Office and School based staff on the ASPEN SIS system.
• Serves as the initial point of contact for support to internal Confidential ’ employees on the ASPEN Student Information System.
• Delivers the highest level of customer services to users.
• Logs user inquiries in a ticketing tracking system called Quickbase.
• Do daily reviews on any open issues or requests from end-users and follow-up accordingly.
• Determines nature of obstacles and best Confidential staff to resolve, tracks, and follows up until issue is resolved.
• Completes testing and user validation of ASPEN Student Information System.
• Creates and maintains training resources (manuals, reference guides, and webinars) to support ongoing training.
• Provide office hours support at various sites.
• Supports and carries out the Chancellor’s mission to transform Confidential and close the achievement gap.
• Performs other related duties as assigned.
• Provide backup Help Desk Support when needed.
• Provide customer service, communication, and interpersonal skills both written and verbal with emphasis on providing high quality customer service within a team environment.
• Constantly learning new processes and procedures in a fast paced environment.
• Skillsets are ASPEN Student Information System, Microsoft Office 2013, Microsoft Outlook 2013, Skype, Outlook Web Access, Windows 7, Windows 10

Confidential, Washington, DC

Technical Support Specialist - Contractor

Responsibilities:

• Provided technical support to AARP member community regarding volunteer initiatives for Create the Good, Driver Safety, Experience Corps, and Tax-Aide.
• Assisted volunteers with logging onto the Volunteer Portal for them to navigate and complete their time sheets, expense reports, and update their profiles.
• Worked on special projects regarding Take A Stand initiative involving Social Security changes for the retirees for the upcoming presidential election of 2016.
• Provided first line of support for application issues dealing with Volunteer Portal Management.
• Skillsets are Microsoft Lync 2010 for Messaging and Chat software, Outlook 2010, Microsoft Office 2010, Salesforce, IQ Navigator, Cisco Any Connect (VPN), Remote access (Web VPN), Outlook Web Access, Zendesk Customer Service Software and Support Ticket System, Windows 7

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

• Provided technical support to Confidential, staff, teachers, and central office regarding password resets, EasyIEP, DC STARS, Blackman Jones database, School Performance Data Dashboard, Child Count, TOTE, and DC CATS.
• Provided technical support for database systems.
• Provided technical support regarding Special Education databases.
• Identified problems and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Update records to reflect status changes.
• Served as the initial point of contact for help desk support to internal Confidential employees and external customers on various data systems.
• Delivered the highest level of customer service to users via telephone and email.
• Logged user inquiries in a ticket tracking system called Quickbase, perform daily reviews of open issues, requests from end-users, and follow up accordingly with open, assigned, and closed tickets.
• Logged transportation request via Transportation Online Tool for Education (TOTE) for regular and ESY school year.
• Determined nature of obstacles and best practices for Confidential staff to resolve, track and follow up until issue is resolved.
• Participated in several small sized-projects or components of a larger project.
• Coordinated or implements several small sized-projects or components of a larger project.
• Tracked and reports progress of projects through use of various computer programs and tools.
• Interacted with and responds effectively to urgent requests from multiple internal and external Confidential stakeholders.
• Opened, tracks, closes, and troubleshoots help desk tickets, ensures problem ownership, and promotes end-user satisfaction.
• Provided telephone and email support to the end-user community for the Special Education Data System (EasyIEP) and other Confidential data systems.
• Provided telephone support to 4,000 educators in 111 schools.
• Participated in volunteer initiatives that support Confidential, staff, and teachers.
• Skillsets are Microsoft Outlook 2013, Microsoft Office 2013, EasyIEP, DC STARS, Blackman Jones database, School Performance Data Dashboard, Child Count, Transportation Online Tool for Education (TOTE), District of Columbia Corrective Action Tracking System (DC CATS), Quickbase, PeopleSoft HR, Compliance Tracker, Schools Datalink v3, OSSE Support Tool, IMPACT, Data Integrity Management Systems (DIMS), Windows 7

Confidential, Washington, DC

Needs Analysis Specialist

Responsibilities:

• Oversaw EDE (Electronic Data Exchange) functions as they relate to FAFSA application and ISIR corrections.
• Determined student eligibility for financial aid and administer all phases of the financial aid process.
• Monitored the receipt of need analysis data and ensure new and revised data is reviewed and verified.
• Performed needs analysis, financial aid packaging, repackaging, advising, and problem resolution for financial aid applicants.
• Performed required verification for selected financial aid files.
• Used computerized database system to monitor and adjust financial aid data.
• Exercised professional judgment according to University and Department of Education guidelines.
• Researched, review, calculate, and monitor satisfactory academic progress of students receiving financial aid.
• Maintained current knowledge of institutional and federal financial aid programs and guidelines.
• Performed Plus/Denial loan requests
• Responded to correspondence as needed.
• Received and transmit data via EDConnect 7.
• Transmitted data to ProEd to verify student documents.
• Ran reports regarding financial aid packaging, ISIR data loads, ISIR correction data loads, repackaging, and needs analysis.
• Established and maintain work relations with students, staff, faculty, and the general public.
• Provided World Class Customer Service to the students, staff, faculty, and the general public.
• Skillsets are EDConnect 7, Microsoft Office 2010, Microsoft Outlook 2010, Banner 7, Banner 8, FAA Access to CPS Online, ZaZa Chat for Helpdesk Software and Knowledgebase Management, IPSwitch FTP for file transfers, Search and Replace for Windows 95/NT (SR32), WinSCP3, Adobe Reader 7, SSH Secure Shell, Windows 2000, Windows 7

Confidential, Wayne, PA

Technical Support - Contractor

Responsibilities:

• Provided technical support to Vanguard employees and external clients regarding password resets, issues with fax machines, in-house and vendor software, hardware, and telephone.
• Provided technical support for software applications, communication software, network connectivity, and operating systems.
• Identified problems and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Update records to reflect status changes.
• Compiled data, log, and track calls in call tracking software called Peregrine Service Center.
• Assisted in administrative duties such as voicemail, monitor open-idle tickets, and monitor the Help Desk inbox.
• Provided status updates on major issues to internal employees, Technical Services staff, and Managers about the urgency of the issues, impact of any interruption of IT services, and the change in the status of the issue.
• Provided resolutions for internal employees, Managers, and Technical Services staff.
• Demonstrated tact in sensitive situations with clients.
• Escalated issues to Management, Staff, and Tier II Support.
• Skillsets are Microsoft Office 2007, Office 2007, RSA ACE Server 5.2 Administration, NetMeeting, Remote Application Manager, AT&T WorldNet VPN Service, VPN Dialer, MCI Pal, Dame Ware NT Utilities, Remedy, Heat, Outlook Web Access, Adobe Acrobat v4, Active Directory, Skytel Paging, Message Soft, User Manager, Windows 2000

Confidential, Norristown, PA

Support Center Analyst

Responsibilities:

• Provided support to 37,000 end users remote and local.
• Provided technical support for software applications, communication software, network connectivity, and operating systems.
• Provided first and second level support for Unisys Helpdesk and Internal Helpdesk.
• Compiled data, log, and track calls in call tracking software called Peregrine Service Center.
• Interacted with business units to solve problems due to day-to-day operations.
• Acted as liaison between National Helpdesk and Enterprise Systems and Services.
• Provided World Class Customer Service to the end user community.
• Provided follow-up with end users, Business units, and the Data Center with solutions, suggestions, and final resolutions to problems.
• Granted password resets for mainframe applications, network connectivity, and remote applications.
• Trained coworkers on software, technical troubleshooting skills, and the processes of the National Helpdesk.
• Participated in software testing projects.
• Participated in Green Belt project with IT Financial Systems Department.
• Participated in individual and group projects for department.
• Escalated issues to Problem Management and Upper Management.
• Escalated issues for customers, IT Business Units, and IT Department.