RELATED SKILLS:

• Selenium - Web Browser Automation
• Visual Studio 2015
• Microsoft Team Foundation Server
• SQL Server Management Studio 2012,2014
• Basic VBA Programming skills
• Imaging - Symantec/ Norton Ghost Software
• OPNET Panorama
• Windows Server 2012
• Windows XP, Vista, 7, 8, 10
• Mac OS, iOS, Android
• Novell Directory Services (NDS)
• Active Directory
• Remedy/ClearQuest/Mantis/Parature
• ServiceNow Ticketing System
• Process and Procedure writing
• Microsoft Office 2010, 365 Pro Plus
• Excellent Customer Service/ Desktop Support/Troubleshooting
• Remote PC - Altiris Carbon Copy
• Windows Remote Desktop tool
• WebEx Training Center, Meeting Center, Event Center and Support Center
• Solaris, Ubuntu, Fedora
• Microsoft SharePoint
• Advanced user of EPA’s ENERGY STAR Portfolio Manager
• ENERGY STAR Automated Benchmarking data exchange (Web services)
• Cisco Phone Device Models 7945/7965
• Cisco (Call Manager)
• Cisco Unity, Meeting Place and Cisco UBCS (CSF)
• MS Lync, Skype for Business
• VoIP Phone programming
• Camtasia Video Editor
• HP Application Lifecycle Management (ALM)

EXPERIENCE

Confidential

EIDM Helpdesk Analyst

Responsibilities:

• Served as a member of the Enterprise Identity Management Services (EIDM) group to provide Tier 2 application support for WaaS and AI framework applications integrated with EIDM
• Participated in the identification of trending issues, defects and helped to identify opportunities for enhancements to applications using Remedy 8.1 and HP Application Lifecycle Management (ALM).
• Maintained awareness regarding the operation and availability of all internal systems and client environments through the use of the infrastructure monitoring system notifications
• Utilized the Oracle Identity Management (OIM) database interface to search, modify and remove attributes associated with CMS Portal user accounts
• Addressed gaps within our helpdesk procedures, identified areas that can be streamlined to offer more sufficient support to our verticals and end user community
• Designed and updated several CMS Training videos/demonstrations, which provided additional resources on various topics made available to our end user population via YouTube and CMS FAQ page.
• Performed trend analysis on incidents received by the EIDM help desk and generated reports as deliverables to CMS and the application business owners
• Organized and participated in technical troubleshooting calls to address and resolve critical issues regarding application availability and performance

Confidential

Business Applications Support

Responsibilities:

• Provided tier 3 business application and system support via phone and email for all FERC custom and COTS software; supporting over 20 applications across several FERC remote locations and regional sites
• Collaborated with Systems Engineering Development, Networking and IT Operations staff to ensure the reliability of production systems by offering expertise while participating in crisis bridges and other troubleshooting efforts in order to resolve critical system issues
• Utilized SQL Server Management Studio (SSMS) 2012 and 2014 to manage the connectivity and availability of information through linked servers, adhoc databases and other database objects needed for critical reporting and application functionality
• Utilized remote desktop tool to access Windows Server 2012 in order to stop, start or troubleshoot configurations, services and other components that applications rely on to function properly associated with the application server
• Created and maintained SOPs, FAQs, KBAs and other training documents at the tier 3 and tier 4 level; published documents to the FERC IT Support SharePoint site
• Developed/executed simple VB scripts and SQL statements to complete operational tasks in Production; such as deleting records, publishing .pdf files and other scheduled jobs as needed
• Offered technical support and resolution for custom FERC Form Submission and Viewer software (Visual FoxPro legacy applications) by interpreting system logs, debugging VFP database files and collaborating with developers to provide data fixes
• Opened, updated and resolved tier 3 and tier 4 incidents escalated in Remedy 9.1, provided weekly and monthly reports on incident status and SLA agreements to CIO and FERC project managers

Confidential

Tier 2 Applications Analyst

Responsibilities:

• Provided level 2 support for MS Office Suite to approximately 20,000 Confidential staff; including staff located in country offices.
• Provided technical training on MS Office applications to Tier 1 Support located in Bangalore India; increasing knowledge among support staff and improving first call resolution metrics Service Desk wide.
• Hosted “Brown Bag” luncheons for Confidential staff interested in learning specific techniques and features within the various office products (i.e.; MS Excel, Access and Word)
• Participated in the testing and development of knowledge base articles for Outlook 365, Cisco Jabber and Box (collaboration tool)

Confidential

Lead WebEx Administrator/Voice Services Specialist

Responsibilities:

• Supported over 16,000 Confidential employees, including the executive level employees with utilizing WebEx to host training seminars, events and daily meetings
• Programmed Cisco devices using Confidential (Call Manager); also completed mass user profiles for programming by submitting the bulk template through Confidential
• Collaborated with Cisco engineers to troubleshoot defects and system outages to ensure that WebEx and Meeting Place were available and running efficiently
• Participated in the beta testing and migration process to the new WebEx CWMS server
• Conducted phone moves and upgrades as part of the Voice Services Group
• Researched and resolved technical issues with VoIP services, telework (VPN) and phone/device hardware. Managed such incidents using Remedy ticketing system
• Investigated and responded to WebEx, Meeting Place and other related server alarms within a Network Operations Center environment
• Partnered with Confidential helpdesk and other Patent/Trademark support groups to create, update and publish FAQs, KBAs, SOPs and other help documentation for WebEx, CUCILync and Meeting Place

Confidential

Support Specialist

Responsibilities:

• Used Cisco WebEx to assist agencies within the DOL with holding virtual meetings, webinars and trainings; increasing productivity and collaboration during a period where there is limited government funding for travel expenses
• Conducted technical research, and provided technical product support in WebEx technologies to improve customer product knowledge, software usefulness, and increase orders for the WebEx license at each agency
• Designed and hosted weekly WebEx training sessions to assist 200 DOL employees with WebEx technologies and how to utilize its features to hold meetings, trainings and events virtually.
• Streamlined and managed several reports including WebEx license management, user account holder credentials and audio teleconferencing account information
• Spearheaded an overnight enterprise website migration for DOL’s Bureau of Labor and Statistics, seamlessly transferring all account information utilizing an import/export process in MS Excel and assisting with training to accommodate the new users included in the migration

Confidential

Lead Systems Analyst

Responsibilities:

• Act as liaison between end user and application development team to communicate application defects, enhancement requests, and end user feedback
• Provide technical guidance and user support for the Portfolio Manager application associated with the ENERGY STAR program for commercial and industrial buildings
• Assist Licensed Professionals (Engineers/Architects), Service and Product Providers (Utilities), and Building Owners/Property Management companies to benchmark their facility energy performance and obtain the ENERGY STAR certification for their buildings using the Portfolio Manager tool
• Provide technical and environmental consulting services to utility providers, commercial/industrial property management companies and government entities on improving their energy performance and complying with state regulations on reporting such energy from the use of Portfolio Manager.
• Deliver weekly and monthly reports conveying metrics such as monthly application usage, number of incidents, application functionality requests, total number of support tickets that have been resolved and other end user feedback
• Identify and collaborate with the Portfolio Manager team to create a temporary work around for application defects, report defects to the development team and implement a fix for resolving the issue
• Trained five employees on how to provide excellent application support to end users, and how to utilize and debug the Portfolio Manager application to ensure that the online application is performing smoothly and calculating metrics accurately
• Created several training documents to include a Summary of Procedures (SOP) related to submitting defects to our development team and importing building information into the Portfolio Manager system on behalf of end users
• Create and maintain user support standard response templates to assist in providing superior email responses to users, improving quality and efficiency when replying to technical questions
• Utilize Structured Query Language (SQL) within a relational database management system (RDBMS) to extract, update and analyze data related to the Portfolio Manager system
• Create and store basic queries using PL/SQL to develop Ad hoc reports, typically providing various energy performance metrics from Portfolio Manager per the user’s request