SUMMARY:

• I have a high aptitude to understanding Grants Management concepts, policies and the ability to apply knowledgeable expertise to various IMPAC II Modules while managing the grants process.
• Host of technical skills and hands - on experience with various tools used by Grants Management.
• Have managed people and resources to effectively facilitate projects and appropriately allocate budgets.
• Regularly demonstrates a commitment to providing superior customer service.
• Consistently delivers clear, effective communication and takes responsibility for understanding others.
• Assist Grants Management Specialist/Official in faced with difficulty in awarding Type 1, 2 and 5 Training Grants and Fellowships.
• Assist with reviewing and resolving issues with Summary Statements. Checking for any changes to the budget, any study section concerns.
• Review Grant Applications for any issues with the following: check for errors on the application, i.e. change in sponsoring institution, business office, and primary performance site. Verify that the application is signed and dated. Verify the human/animal assurances and IACUC/IRB approvals. Verified direct costs are requested at committed level. Verified the applicant institutions are not on the NEAR list. Also verified that the Principal Investigators are not reflected on the Excluded Parties list.
• Assist with issues regarding Financial Status Report.
• Reviewed the Terms of Awards and assist the Grants Management staff if they are issues in the Terms that apply in award.
• Corresponded with Principal Investigators and Business Officials to obtain clarification on any discrepancies or request missing or late information
• Identification of financial management issues
• Present training, policy, program updates, project issues and formal presentations to senior management.

KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• In my current position, I graduated from a novice to Team Lead position: demonstrating that I possess the ability to learn new technologies and the aptitude to understand IT concepts.
• As a Senior Helpdesk Analyst I understand and can effectively articulate the concept of a relational database, the eRA System and grant life cycle and how they are used as a tool to facilitate the NIH mission and enforce NIH policy. This knowledge is applied to complex and sustained situations.
• I regularly transfer my technical system knowledge to others in the eRA/NIH organization working as a team player to reduce time others spend searching for data or resolving problems.
• Help less experienced co-workers with monitoring, troubleshooting and resolving incidents: eRA system, Personal Earth Stations (PES), Video Broadcasting and Video Network, and SDLC and ELAN sessions.
• Monitor various systems to ensure timely and accurate response to users, ticket closures and call responses: Remedy tracking system, Aspect System Call Distribution.
• Limited need to escalate dilemma by providing first and second level technical support for various systems: VSAT, DPC/EE networks, and Commons and IMPAC II (eRA System).
• Often called on to set up and use audiovisual equipment.
• I have held various management, leadership, supervisory positions which allowed me to effectively facilitate projects through others.
• I have managed daily operating budgets as well as profits and losses, million dollar branches and sites allowing company to maintain competitive edge.
• Administered business operations while implementing policies and procedures which demonstrate ability to lead resources to facilitate positive outcomes and effectively complete assignments.
• Understand program coordination and effectively communicate any program issues to upper management and resolve any known issues, as appropriate.

TECHNICAL SKILLS:

• Clear Case
• Clear Quest
• CustomerView
• Director
• Front Page
• GM Database
• Lotus Note
• PcANYWHERE
• PTCC
• Quicken 2004
• Quick Books 2009
• Remedy
• RMS
• SQL
• Sigma Database
• Vantive
• Virtual Operations
• Console (VOC)
• MS Access, MS Word, MS PowerPoint MS Excel, MS Outlook

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Senior Helpdesk Analysts/Service Team 3 Liaison

Responsibilities:

• Maintain knowledge of NIH grant process and application systems such as the eRA Commons, IMPAC II, eSubmission and Confidential .
• Responsible for mentoring help desk specialists and assisting in training as needed; manage 27 IMPAC II Modules for processing applications.
• Ensure specialists follow all approved work instructions and standard operating procedures.
• Assist Grants Management Staff when changes are made in IMPAC II Modules to ensure they are able to go with their programs and to ensure funding to approve the appropriate research grants and cooperative agreement awards.
• Assist in problem solving for Grants Management Staff when trying to analysis or grantee financial performances.
• Assist Grants Management Staff guidance for amending, revising, and awarding grants through IMPAC II Modules.
• Provide guidance and direction to specialists on escalation of incidents; ensure that proper troubleshooting steps were followed and documented before escalating outside of eRA Help Desk. Monitor Remedy system to ensure timely and accurate response to users and tickets are closed in a timely manner
• Review Remedy periodically each day to ensure tickets received from the Confidential Help Desk are assigned appropriately and that critical incidents are addressed.
• Perform spot checks on team’s ticket entry to ensure proper information is entered into tickets.
• Monitor Aspect System Call Distribution system to ensure that calls are being answered in a timely manner. Interact with other Team Lead to promote and ensure continuity of the eRA Help Desk.
• Assist the other Team Lead when necessary to manage workload of entire eRA Help Desk.
• Develop guidelines and materials in regards to Grants Management training.

Confidential, Capitol Heights, MD

Manager

Responsibilities:

• Manage profit and loss; marketing and sales; ensure cars have proper maintenance in a timely manner

Confidential, Germantown, MD

Service Specialist

Responsibilities:

• Build customer relationships through professional demeanor & strong interpersonal skills.
• Keep abreast of Confidential product/svc offerings & industry conditions to enhance svc/sales of pest prevention & elimination solutions.
• Provide outstanding customer svc by educating customers on best practices to solve pest problems.
• Use technology, pest assessments & treatment plans to manage pest activity & sanitation issues.
• Manage route through flexible scheduling to accommodate customers, service vehicle & product/equipment maintenance, collections & record keeping

Confidential, Washington, DC

General Manager

Responsibilities:

• Responsible for overall store business operations while maintaining store budget, ordering materials, managing labor, marketing and expenses; contributes to positive team environment by recognizing alarms or changes in partner morale and performance.
• Maintains and models a calm demeanor during periods of high volume or unusual events.
• Continues to keep store operating to standard and sets a positive example for the team.
• Engages in conversation with customers to understand customer needs and the needs of the community in which the store is located.
• Models a ‘customer comes first’ attitude; supervises partners to ensure they are delivering legendary customer service.

Confidential, Chantilly, VA

Site Manager

Responsibilities:

• Successfully manage operations of a million dollar site.
• Oversee business operations, developing sales goals and marketing strategies.
• Implement policies and procedures, recruiting new employees.
• Develop a training program for new employees, hire, disciplinary actions, employee performance reviews, termination as necessary; ordering merchandise, and managed inventory.