SUMMARY:

Skilled Information Technology Analyst with a bachelor’s degree equivalent and over 25 years of experience in human resources, customer service, technical (programming, analysis, etc.) and administrative work in a government environment is seeking a position utilizing my skills. I enjoy Quality Assurance, contract requirements verification, troubleshooting issues, information dissemination, knowledge management and verification of information, assisting new hires with onboarding and ongoing requirements, assisting with issues using various software (MS Office Applications, Remedy, etc.), creating user instructions for assistance with a new application or assisting with training.

CORE COMPETENCIES:

• SharePoint
• Remedy
• Outlook
• MS Project
• MS Word
• Excel
• PowerPoint
• Access
• Visio
• Skype/Lync
• Windows
• Adobe Acrobat
• Adobe Photoshop
• NDM
• CICS
• IDRS
• DBMS
• IBM JCL
• COBOL
• SQL

RELEVANT EXPERIENCE:

Confidential

E - rate Documentation Specialist/Knowledge Management

Responsibilities:

• Review Management Plans for accuracy, completeness and grammar.
• This includes rewording the documentation for non-technical personnel.
• Review all documents for consistency using E-rate formatting.
• Unformatted documents are reformatted and corrections are made, if needed.
• Write detailed SOPs (Standard Operating Procedures) using the Plan document for each activity within E-rate, utilizing MS Word, PowerPoint, Excel, and Visio.
• This includes research and learning about each Plan activity that is having a SOP developed.
• User guides with screenshots were developed for inclusion into the SOP.
• Worked with manager to develop a process for the review and status of all deliverables to be sent to the customer.
• Assist in the design of the folder structure in the Document Repository.
• Grant access and permissions for users of the document repository.
• Grant access and permissions for users of the CBT software for Confidential E-rate.
• Coordinate with Workforce Technicians to receive the latest roster for E-rate, which includes new hires, current employees, and employees no longer with Confidential .
• Review and upload documentation into the CBT system used for training.
• Develop assessment questionnaires within the CBT for each training module.
• Assist with the gathering of requirements for activities and processes.
• Assist with taking the minutes from meetings.
• Includes interpreting and combining minutes from other Confidential personnel.

Confidential

Lead Customer Service Representative

Responsibilities:

• Assisted CMMI with the updates of the subscription file
• Coordinated email blasts when requested by CMS
• Scheduled meetings with CMS through Outlook on the CMS computer
• Facilitated the meetings
• Took notes and updated the minutes
• Sent out finalized minutes to all attendees
• Followed up on action items
• Uploaded the minutes and agenda to SP
• Created agenda and distributed the agenda prior to the meeting
• Monitored AHC mailbox and recorded questions in Remedy via ticket creation
• Coordinated the creation of ad hoc reports requested by CMS
• Briefed the CMS GTL on the background and use of the AHC model and who benefits from it
• Helped update the categories in Remedy

Confidential

Customer Service Analyst

Responsibilities:

• Receive upload requests for new/updated scripts to be posted in Remedy and SharePoint
• Upload scripts/resource documents in Remedy which assigns a KBA (Knowledge Base Article) number
• Upload scripts/resource documents to the Confidential Model’s SharePoint Knowledge Management Library (KML)
• Prescreen documents for accuracy, duplicate documents or any other information
• Send the KBA number back to the requestor for each document upload
• Ensure the updates are done within the period specified in the Confidential Statement of Work (SOW) - currently 24 hours from the time of the CMS approval.
• Assist in the rewriting of the scripting SOP to include updated procedures
• Coordinate Remedy scripting changes with Remedy Administration
• Enter Service Requests
• Update/Resolve Service Requests
• Answer questions about scripting processes and requirements from Confidential analysts, SP Administrator and Remedy Administration
• Correspond with the Confidential Manager regarding scripting issues, processes, advice or anything else that needs to be addressed
• Submit suggestions to the Confidential Manager for process improvement
• Maintained access to CMMI Connect mailbox in case a request is made to assist in backlogged tickets

Confidential

Sr. Systems Analyst

Responsibilities:

• Analyze and respond to or refer tickets sent to our group from the Confidential Helpdesk.
• Monitor production and testing deployments.
• Create Remedy data transfer tickets to assist users and CMS in obtaining data from the mainframe or putting created data on the mainframe or other requested locations. When program corrections change data file information, coordination is done to re-transmit the correct data to the users.
• Assist users in the use of the UDS (Universal Data Set) by creating and sending documentation for the record layouts and field definitions.
• Validate files for correctness and completeness.
• Help providers and other entities with the Confidential websites.
• Verify correctness of data and data format using various forms of documentation.
• Create Remedy incidents to request user access to various Confidential mainframe files.
• Help maintain documentation including but not limited to:
• Confidential File user access lists
• Data transfer request forms that include the target and source filenames, path, and any other information as needed
• UDS filenames currently and proposed for automatic transfer process.
• File transfer information spreadsheets for current and legacy files
• Listen in on conference calls for issues and deployment progress.
• Attend meetings as requested.
• Perform secure file transfers through QNET