CAREER SUMMARY:

IT Customer Support Analyst with five years of experience in issue identification, research, and resolution is seeking an exciting and challenging project. I have demonstrated written and oral communication skills including the ability to justify why a particle change is necessary. Area of expertise Customer Service Support, Quality Assurance, Data Management and Administrative Duty’s. Extremely motivated to achieve sustained quality and eager to contribute to process improvement. Excellent communication skills, I have the flexibility to work independently and as a team player.

COMPUTER PROFICIENCIES:

• MS Office Professional, Outlook, Word, Excel, PowerPoint, Access
• MS Office Enhancement Course: Advance Excel, 2008, SharePoint, Remedy
• 5 years SQL Queries
• 5 years D2B

WORK EXPERIENCE:

Confidential

Technical Support

Responsibilities:

• Provide customer escalation and assisted with incoming calls from customers with order inquiry and/or trouble reports.
• Provide customers with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, Home Router Configuration , and/or email/internet applications.
• Provide customers with service activation support for Video service set - top box configuration.
• Create trouble reports and provide customers with trouble status.
• Perform analysis and isolation of trouble conditions.
• Provide trouble resolution and closeout when possible.
• Provide Home Network Equipment Support to customers.
• Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
• Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
• Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report.
• Floor Support to new customer service agents
• Participate in Software testing and focus groups when changes occurred Verizon environment.

Confidential

Logistical Support

Responsibilities:

• Provide information, in Study the evidentiary record and research and analyze interpretive and legal issues arising in Board reviews of Initial Decisions by Confidential whether contested or enforcement proceedings
• Prepare draft Board Agendas, or portions of draft Board opinions,
• Prepare briefing materials for Board members in connection with Agendas
• Post Board Agenda Results to the DC Registry.
• Process citations, fines and staff settlement payments in Confidential .
• Create and prepare protest files for the Confidential Board Hearings.
• Provide monthly reports and statistics for upper management

Confidential

Data Analyst, Herndon, VA

Responsibilities:

• Gather user requirements for Database changes
• Analyzes Database changes and requirements
• Creates specifications for Extract Transform and Load (ETL) for the Team
• Participated in functional design meetings and sessions
• Create and executes test scripts to be load into the database
• Aides in escalation and resolution of data issues
• Process daily activity upload from system of record to workflow application
• Identification and remediation of upload and validation failures
• Prepare and derive content for management level reporting
• Create Change orders within BMC Remedy

Confidential

Data Analyst, Oakton, VA

Responsibilities:

• Directly assisted Project Manager performing database updates
• Assisted with management of the project database
• Created and Maintained statistical reporting for Marine Corp Recruitment Center (MCRC) project
• Provide scheduling updates when necessary.
• Provided updates in SharePoint database on project milestones, overdue dates and modifications
• Participate in daily web-conferencing and conference call.
• Identify problematic areas and conduct research to determine the best course of action to correct the data inputs.
• Analyze and problem solve issues with current and planned systems as they relate to the integration and management of data. Example: review for accuracy in record merge, unmerge processes.
• Analyze reports of data duplicates or other errors to provide ongoing appropriate inter-departmental communication and monthly or daily data reports
• Monitor for timely and accurate completion of select data elements
• Identify, analyze, and interpret trends or patterns in complex data sets
• Create and maintain Microsoft Access Database
• Create and maintain tables and spreadsheets in Microsoft Excel

Data Entry Professional

Confidential, Ashburn, VA

Responsibilities:

• Directly assisted the Director of Finance, performing accounting functions for the entire organization.
• Processed work order tickets using Maximo Data Entry System.
• Responsible for ensuring that accounts receivable and payable were recorded accurately.
• Assisted in maintaining Confidential Central filing system, which manages various departments within the organization shops.
• Maintained organization database to ensure that the workflow is recorded and updating periodically.
• Liaison between Confidential and various vendors and contractors for the project.
• Creates and maintain statistical reports of Confidential contracts amongst various vendors.
• Reviews proposed contracts to ensure rules and regulations are being implemented and followed.
• Provides information and assist staff with budget preparations and implementation.
• Prepared spreadsheet using MS Excel on monthly physical inventory for Admin, Contracts and Budget.
• Aid by providing information and support in the development and drafts of policies and regulations.
• Assisted with preparations for Confidential meetings.
• Planned and coordinated all Travel, Accommodations and Transportation.
• Provided daily and weekly updates in SharePoint for review which is used as our storage tool.
• Provided Extracted Data from Microsoft Access
• Provide Reports using extracted data into Microsoft Excel

Logistical Support

Confidential

Responsibilities:

• Assist senior level staff on complex cases requiring legal documentation of ownership or other appropriate affidavits.
• Responsible for preparing correspondence, forms, letters and charts from handwritten information or dictation; editing and proofreading correspondences.
• Distribute incoming and outgoing correspondence, photocopying and other administrative duties as needed.
• Serves as the alternate receptionist and assist Executive Staff with correspondence preparation.
• Distributed incoming mail and prepared outgoing mailings.
• Scheduling and set up for meeting, interviews, and conferences
• Update and maintain employee personnel records.
• Prepare and distribute materials for visiting customers.
• Assist Switchgear, Fire Alarm and HVAC, in scheduling repairs, outages, emergency repairs, and inventory of building equipment.

Consultant

Confidential, Ashburn, VA

Responsibilities:

• Create Government purchase orders for Information and Classified Security Section of the Central Courthouse Management Staff of the United States Marshal Service.
• Prepared and shipped Classification documents and instructions on proper handling of Top Secret, Classified and Sensitive information.
• Maintained filing system to for each of the 94 districts in regards to Info and Classified Security.
• Purchased secure storage containers and shredders for Top Secret, Classified and Sensitive documents.
• Monitored monthly and yearly budget transfers, and spending.
• Liaison between Information and Classified Security Program Manager and District staff.
• Assist team with preparation of monthly status report, memos and security packets to send to each of the 94 districts.
• Prepare Occupancy Agreement Letters to the Confidential .
• Maintain filing system for Occupancy Agreements, Homeland Security and Rent Bill from Confidential .
• Administrative Support to Assistant Chief of Information and Classified Security.

Confidential

Data Analyst, Reston, VA

Responsibilities:

• Processed purchase orders, travel authorizations, travel vouchers, reimbursements and Request.
• Review, process, and provide monthly data analyst monthly expenditure reports based on account accuracy.
• Obligated funds for payment in Financial Management Information System (FMIS), in addition to manipulated, transferred and computer information in spreadsheets of obligated funds.
• Reviewed data from multiple sources to compile monthly reports, and established case/project files containing financial instruments.
• Daily contact with vendors to track and place orders, and prepares and distributes audit samples and format management reports.
• Planned and implemented monthly bi-weekly and monthly project reports of produce.
• Provided updates on outstanding cases on the resolution process.
• Administered the funds by effectively analyzing accounts.
• Processed and maintained data in the Tracking System for data collection.
• Maintained general ledger report for all funds received.
• Prepared adjustment documents, agency refunds, and batches documents.