SUMMARY:

• Dynamic Executive with over fifteen years of professional experience.
• Ten years progressively directed in the fields of Computer Software Support, Customer Service Management and Technical Support Management.
• I am an exacting, detail - oriented, and highly focused professional with exceptional oral and written communication skills and proven ability to propose, manage, design, develop and deliver complete solutions. I am very proficient in the Microsoft suite.
• Results-Driven Leader with a track record of turning obstacles into opportunities.
• Insightful Strategist adept at identifying inefficiencies and devising action plans to meet and exceed stakeholder expectations.
• Critical Thinker who capitalizes on solid understanding of complex processes and methodologies to enhance corporate position.
• Engaging Communicator with outstanding written and verbal skills, to include experience in leading presentations to varied audiences.

CAREER COMPANIES:

Confidential, Riverdale, M

Project Director

Responsibilities:

• Provide and teach top - notch customer service skills to make certain the organization is represented in excellence.
• Responsible for ensuring that project tasks are carried out as per each perspective plan so that the activity is carried out within the stipulated time.
• Prepares schedules and rosters for the volunteers to function in an efficient manner
• Hold discussions with volunteers to know the challenges that they face in carrying out their activities and make adjustments for the most effective results.
• Prioritize undertakings that are of crucial importance so that less important issues can be taken up later.
• Function as the Point of Contact between Board of Directors and partner organizations.
• Generate correspondence, publishing, spreadsheets, and other documents necessary to successfully communicate for Chief Executive Officer.
• Professionally represent the organization at various forums and conferences and dispense the concerns and feedback so there is awareness on the issues.

Confidential, Bethesda, MD

Grants Management Specialist

Responsibilities:

• Negotiates and awards grants and provides for their post award business and administrative management
• Develops, implements or recommends, after research, policies and procedures for the Agency s grant programs
• Analyzes legal, administrative, and other issuances that impinge on privacy, consultants and various clearances
• Provides for the review of grant expenditures and resolution of problematic audit findings.
• Provides consultation and technical assistance to grantee organizations and principal investigators
• Participates in the development of office work plans and schedules, establishes work priorities, and assures integration of policy and management activities
• Grants Information Specialist
• Answered inquiries about Confidential biomedical and behavioral research and research training programs
• Provided general advice and guidance about grant application procedures
• Located Confidential grant - related resources and referrals
• Located funding information and guidelines on the Internet
• Represented Confidential at national scientific conferences and seminars
• Provided presentations to University faculty and students about the grants process and funding opportunities and resources
• Served as eRA Commons and SF424 electronic submission specialist for Confidential
• Served as Lab Trainer for Electronic Submission of Confidential SF424 grant applications

Confidential

Systems Analyst - Team Lead

Responsibilities:

• Manage the scheduling, availability and performance of Confidential eRA Commons Help Desk support team
• Act as principal escalation point for advanced problems, unique requests and difficult customers
• Deliver expedient, invaluable and specialized information to 100,000+ grant healthcare professionals
• Liaison to network operations and other development support teams for complex and outage issues
• Ensure team service level agreement performance metrics are met and exceeded
• Provide ongoing training and encourage staff development that improves service to Confidential community
• Monitor Remedy and Aspect ACD system for maximum team efficiency

Confidential, Washington, DC

Tech Support Manager

Responsibilities:

• Successfully led a 20 member team of analysts in providing professional support to end users
• Continuously improved the level of support to wireless end users, which was accomplished through the design, development and integration of a variety of surveys, programs, initiatives and measurements.
• Instituted a service culture in IT Support that minimized irate calls.
• Developed and administered incentive programs to maximize productivity while maintaining a high level of quality throughout the department and within guidelines of the budget
• Provided constructive discipline for staff as needed to correct counter - productive behavior
• Analyzed issues to develop effective solutions that achieved increases in 1st contact resolves.
• Provided team with regular performance analysis and continually molded members for upward mobility
• Made dynamic adjustments to schedules, agent allocations to successfully meet goals and deadlines.
• Assisted with call/advisory handling as needed during high volume times.

Confidential, Arlington, VA

Support Analyst Lead

Responsibilities:

• Assisted in the day - to-day operations of a 3-tiered technical support desk providing top-notch telephone and desk-side support to over 3000+ users.
• Used Remedy Help Desk Management Console to ensure complete and consistent follow-up of all service cases.
• Trained new employees on policies and procedures providing them with the required knowledge to perform their job productively and professionally.
• Satisfied connectivity incidents using demonstrated methods and tools.
• Performed customer support for installation, configuration and troubleshooting support tasks.

Confidential, Washington, DC

Budget Analyst

Responsibilities:

• Planned, developed, and prepared the annual budget of over $2 million.
• Reviewed, processed, and maintained records of honoraria and reimbursement expenses.

Confidential, Silver Spring, MD

Office Manager

Responsibilities:

• Responsible for the effective - run of the fast paced third party billing transportation firm.
• Accounts payable, accounts receivable, payroll, budgeting, computer-desktop support and administrative supervision.