SUMMARY:

• Confidential is a recently Cyber security+ certified (Feb 2017), analytical and detail - oriented Application Support Specialist/ Business Analyst/ Help Desk Enterprise Support Analyst with over 15 years of proven leadership in customer service and technical support.
• He has over 10 years of experience providing efficient on-site/remote production support of end users and is excellent at building, sustaining, and fostering long-term relationships with staff, clients, and management.
• He is also effective in ensuring seamless customer service.

TECHNICAL SKILLS:

Hardware: HP Proliant server, Windows server 2003, Printer installation

Software: E2, AWS, Grant management information system (GMIS), Confidential Comprizon (C-Awards and C-Request), ServiceNow (ticket creating System), Commerce Purchase Card system(CPCS), MyTools, Core Financial System(CFS), Travel Manager, Budget solvency Tool(BST), Report and download, Business Object (BOB4), and Estimated Accruals(EA)

Environment: s, Tools & Languages: OpenScape Contact Center Enterprise, ServiceNow, Remedy Help Desk; Cisco VPN; RSA 7.1; Remote Access System; Juniper Networks; Dell Wireless; Odyssey Access Client; Endpoint Security WebRH(Pointsec); QAS/CLM; Active Directory; Documentum; VDI (gatekeeper, VMware), Citrix Metaframe; Cisco Call Manager; Telnet; Remote console; SSH; Terminal services.

Networks, Protocols & Operating Systems: Windows (XP, 2007, NT/2000 server 2003)

Databases: DBRMS

Specific Skills: Fluent in French and working knowledge in Spanish and German

EXPERIENCE:

Confidential

Application Support Specialist

Responsibilities:

• Guide clients step-by-step, when appropriate, through the E²Solutions application from the authorization, through creating travel reservations and completing their travel voucher
• Investigate issues reported by clients and provide timely, professional answers to the client’s questions using email, and telephone.
• Learn all aspects of E²Solutions and associated applications
• Interpret application responses, and be able to recognize non-functioning segments
• Log all received incidents in our incident logging system upon receipt(ServiceNow)
• Provide Tier 1 and Tier 2 technical helpdesk support for all Grant related functions at Confidential which includes but not limited to the Confidential Grants Management Information System (GMIS), Confidential Core Financial System (CFS), and Treasury’s Automated System of Application of Payments (ASAP), and Business Objects. These include providing assistance in resolving issues between the three systems; provide guidance to users in resolving their questions or issues between the three systems; and much more. Act as a technical support for GMIS (Grant management information System) division at NIST.
• Ensured all obligations are correctly recorded in the Confidential CFS (Core Financial System) and monies are successfully transferred to the Treasury ASAP system for award recipients to draw down funds for five Bureaus in the Department of Commerce (DoC).
• Provided assistance in correctly re-allocating funds as requested by the Program Office for all ASAP Grants.
• Ensure daily processes are not compromised and assist with Confidential Data Control to make sure the award accounts and monies flow properly through the system so the recipient can draw down funds from ASAP.
• Determine solutions for any issues related to the grants such as assisting the Grant Officers (GO) in creating accounts for recipient that was not successfully created by the interface.
• Create monthly reports to assist the Grants Management Division at Confidential to determine any delay of transaction of funds from CFS to ASAP. These reports include but not limited to:
• Provide Tier 1 Tier 2 Technical Helpdesk support to Confidential users across the Department of commerce. This includes providing assistance resolving issues when committing, submitting, and errors during creation of requisitions and Awards.
• Provide Tier 1 Tier 2 technical Helpdesk support to all DOC users of different applications in the Confidential portal system. This includes bankcard, Core Financial System (CFS), Business object, and Travel Manager among others.
• Ensure that all issues are properly recorded and tracked on the ticketing system (ServiceNow). Follow through until issues are resolved to the customer satisfaction or escalates to the proper team for further assistance.
• Work across department teams and different management levels.
• Worked with other bureau Helpdesks to resolve add-on issues after a department wide windows 7 upgrade.
• Worked with the development team to test new accounting code in the 6-digit environment before release to the general public.
• Teamed up with Software delivery management team on writing and running SQL script to correct AR and AP transactions/invoices.

Confidential

Application Support Analyst

Responsibilities:

• Solved an account provisioning error that was affecting 75% of the users and provided a downloadable file to resolve the problem in 50% less time than expected. Reducing future time to handle this issue by 60%.
• Identified and resolved a password reset issue affecting QAS/CLM users by revamping password logout policy.
• Worked with the Security Engineering team to resolve to 100% public hotspot issue prohibiting wireless users access to the company VPN.
• Diagnosed missing wireless certificate on approximately 697 laptops. Worked with the Network team to disseminate the missing file to the affected laptops.
• Strengthened password security for Meeting Place users by resolving a corporate wide password security breach. Instructed the engineering team to revise the policy.
• Improved productivity for support primaries by authoring and executing recommendations to set up the Command center desktops to operate daily tools.
• Gathered requirements and established tests plan for a new paging tool; resulting in a more powerful and user friendly tool thus improving the work quality of the team.
• Consistently rated in the top 20% performer category for 3 years in a row and received long term incentive awards while the whole company was on a pay increase freeze.

Production Support - Associate Engineer

Confidential

Responsibilities:

• Led Disaster Recovery Exercise (DRE) activities and spear effort to train peers on the project expectations. Acquired tasks that were previously assigned to colleagues.
• Solved printing problems and unlocked user accounts for 6000 employees at all Confidential offices. Promptly responded to help desk calls and tickets.
• Built and configured HP Proliant servers with windows 2000 Advanced Server and successful migrated File & Print from a Novell environment to Microsoft AD.

Confidential

Customer Service Supervisor

Responsibilities:

• This Saved the company thousands of dollars in overpayment of wages over a year.
• Increased gain sharing by 20%, ensured customer satisfaction, and repeat sales through close supervision of 50 full time and part time staff.