SUMMARY:

• IT professional with over 20 years of progressively responsible experience in the design, implementation, and support of information technology systems to facilitate effective customer management and enterprise workflow.
• Specialist in providing technical support to end users and implementing changes based on QA testing.
• Extensive experience with customers in the federal government and legal fields.

SKILLS:

• Microsoft Office 2007, 2010, 2013, and 365
• Microsoft Windows 7, 8, and 10 operating systems
• Microsoft Windows Server 2008 and 2012
• Microsoft SharePoint Server
• Microsoft Windows Active Directory iOS and Android Smartphone platforms iPad, Microsoft Surface, and Samsung Galaxy Tablet platforms
• Adobe Creative Suite, including Acrobat, Photoshop, Illustrator, Flash, Dreamweaver, and Fireworks
• Visual Basic, Javascript, HTML, SQL, FileMaker Pro
• Visual Source Safe, FoxPro, Rational Visual Test

EXPERIENCE:

Confidential, Washington, DC

Client Intake Coordinator

Responsibilities:

• Initial point of contact, via e - mail and telephone, for new Clients.
• Served as a buffer between leads and Attorneys to determine suitable potential Clients, and schedule initial consultations with Attorneys.
• Updated database with Attorneys’ consultation notes.
• Drafted and sent approved Fee Agreements to Clients.
• Followed-up with Clients for completion of onboarding process.
• Updated database, Administrative Staff, and Attorneys with appropriate documents and payment information.
• Responsible for automating steps in the Client intake process previously completed with manual spreadsheet and word processing tasks using web-based Customer Relationship Management (CRM) software. This software measurably reduced the administrative burden on both Administrative Staff and Attorneys for each potential Client processed.
• Managed the evaluation, selection, and implementation of CRM software, to include:
• Working directly with vendors to create software that securely stored all required Client information, including privileged consultation information, and Attorneys’ notes.
• Developed templates for Fee Agreements, including information to be customized on a per Client basis by Attorneys, and including e-signature and payment features.
• Developed custom reports in the software to meet metrics requests provided by the managing partners.
• Quality Assurance, to include testing all aspects of the software before it was used live and reporting all deficiencies back to the developer.
• Maintained the law firm’s website, to include page updates and reformatting of pages to improve presentation.
• During sustained Staff shortage, handled position of Receptionist in addition to regular duties and responsibilities.

Confidential, Springfield, VA

Quality Assurance Analyst

Responsibilities:

• Assured quality in all aspects of Digital Dining, the POS software program developed and supported by Confidential Systems Corporation.
• Ensured the functionality of Digital Dining by filling in any existing deficiencies in the test scripts and preventing new deficiencies from arising during product development.
• Developed, ran, and monitored automated tests for all areas of Digital Dining for Windows.
• Developed automated tests using "Rational Visual Test" to verify Digital Dining was functioning as intended; used tools written in Visual Basic to aid in testing, with Visual Basic coding following the same Microsoft Standards used in Digital Dining; use "Visual Source Safe" to save and store data.
• Ran automated tests and monitor results; debugged scripts, determined source of error, recorded steps required to reproduce error, and ensured script runs properly.
• Ran scripts on a daily basis and analyze results; set up multiple Windows OS test machines.
• Verified accuracy of documentation; used documentation as a resource to determine how Digital Dining should operate. Recorded inconsistencies of deficiencies.
• Documented all testing and problems; used documentation to manually test every bug and enhancement reported to QA; developed, ran, and monitored automated tests to ensure reported bugs are not released a second time.
• Verified that the image used to create media for distribution contains all necessary components, and that all components were up to date.

Confidential, Springfield, VA

Office Administrator/Desktop Support Technician

Responsibilities:

• Provided technical troubleshooting and administrative support to clients.
• Identified and solved software application and hardware issues involving Microsoft Office 2013 & Microsoft Windows 7.
• Identified backup hardware issues that could not be maintained remotely and escalated them to the appropriate Senior Technical Support Staff.
• Edited/proofread documents from Senior Technical Support Staff using Microsoft Office 2013.
• Created and maintained company website and social media pages.
• Provided internal Office Administrative support.

Confidential, Washington, DC

Word Processing Specialist

Responsibilities:

• Edited extensive legal documents using Microsoft Word, Excel, and PowerPoint.
• Scanned and captured documents and reformatted into Microsoft Word documents.
• Reformatted PDF or other digital documents into Microsoft Word documents.
• Transcribed digital recordings into Microsoft Word documents.
• Provided extensive technical troubleshooting and administrative support to law firm personnel.
• Resolved software application issues escalated by Technical Support Staff.
• Provided technical support for removable hardware and media.

Confidential, Washington, DC

Responsibilities:

• Served as expert escalation resource to U.S. House of Representatives for Intranet Quorum (IQ), the out-of-the-box enterprise contact management and workflow software system developed by Confidential ; managed and resolved escalated customer issues that defied IT Consultant (ITC) trouble-analysis.
• Served as a Subject Matter Expert for all issues related to Microsoft Office Suite.
• Managed and coordinated IT deliverables to dynamically meet multiple Congressional clients’ needs -- managed response of Confidential and third-party vendors such as NetStar, DemNet, and GSL Solutions.
• Instrumental in developing new business on Capitol Hill by fielding software functionality inquiries and developing rapport with Congressional staff; coordinated interaction between the Congressional staff and the Confidential sales team.
• Created and managed all Legislative issue-related webforms for freshmen members of the 110th and 111th Congress, ensuring they were compatible with IQ.
• Programmed and managed the IQ databases through Oracle SQL *Plus.
• Quality Assurance -- Identified and documented possible bugs in IQ and reported them to the development team to be fixed in later releases.

Confidential, Washington, DC

Information Technology Consultant

Responsibilities:

• Provided user support to Congressional offices for Intranet Quorum (IQ), the out-of-the-box enterprise contact management and workflow software system developed by Confidential .
• Analyzed customers' needs and determined equipment and software requirements for solutions to problems in IQ, on workstations, or other hardware/software.
• Provided first level troubleshooting on problems related to Microsoft Office packages, Microsoft Windows operating systems (XP and Vista), printers, or network connectivity.
• Created and maintained users' network and e-mail accounts through Active Directory and Exchange Management Console.
• Supported the Blackberrys for users and Members of Congress, and coordinated their setup with the Blackberry Enterprise Server.
• Escalated advanced problems when necessary to ensure a solution in a timely manner.
• Member of the 3-person team responsible for aiding departing members of the 109th Congress. Responsibilities included attending monthly internal meetings to discuss the overall strategy and concerted effort in preparation of the 110th Congress; scheduled and held meetings with the Congressional office’s Chief of Staff, a representative from their District Office, and a liaison from House Information Resources; coordinated the shut-down of offices, relocation of the office’s server, the re-imaging and disposition of office equipment, ensured the departing Member of Congress received a copy of their data, and negotiated the cost incurred to the customer.

Confidential, Washington, DC

User Support and Information Management Specialist

Responsibilities:

• Single-handedly provided expert on-site support and training, in the Office of the Inspector Confidential, to end users for office systems applications, specializing in Microsoft Office 2003 and SharePoint Server.
• Provided technical support for creation and maintenance of electronic document and information collections, including document imaging, indexing, and information retrieval.
• Led coordinated effort with the Help Desk and Network Administrators to find and implement software solutions for end users.
• Created and maintained a database containing information on employees, their skills and expertise, as well as forms that can be used to input, edit, search and retrieve data by first name, last name, or keyword.

Confidential, Washington, DC

Technical Support Engineer

Responsibilities:

• Programmed, maintained, and provided software support to 60+ Congressional offices using “Capitol Letters”, a Correspondence Management Package that allows staffers to store and manage constituent information, and incoming/outgoing correspondence.
• Interacted with users and analyzed vendor products, making recommendations to purchase hardware and software and coordinated installation.