SUMMARY OF QUALIFICATIONS

Excellent Project Coordinator with 10 years' experience in the Information Technology field and over 3 years' experience in implementation and training subjects excellent experience with face-to-face trainings and web-based trainings. Related skills include:

EXPERIENCE

Confidential

Training/Technical Assistance Specialist

• Co-facilitated face-to-face Services Accountability Improvement Systems SAIS related trainings and conducted live Web-based interactive trainings to assist Center for Substance Abuse and Treatment C.SAT grantees with a better perception of and meeting Government Performance and Results Act GPRA requirements.
• Prepared training materials for on-site SAMHSA trainings/ assisted with the logistical planning for grantee and staff trainings within the government travel allowances.
• Provided grantee progress evaluations and course material updates to ensure that all information provided was accurate and up to date
• Confidential Managed Technical Assistance TA requests for over 50 SAMHSA Government Program Officer GPO's and over 400 Center for Substance Abuse and Treatment CSAT program grantees nationwide managed TA requests from onset to conclusion incorporating conference calls and logistical planning for CSAT consultants.
• Provided system administrative support for TARS Technical Assistance Request System .
• Developed Technical Assistance protocols. Created a Technical Assistance User Guide on how to use the TARs system Established TA Risk Management Plan developed email templates and voice scripts/ which cut back on preparation times allowing correspondence consistency, prepare SAIS Weekly Action reports for Bi-Weekly team meetings compile and prepare monthly data for Technical Assistance monthly reports

Help Desk Associate

• Provided phone, email and Web-based assistance to over 400 CSAT grantees on programmatic and technical issues regarding the Services Accountability Improvement Systems SAIS website and data collection tools.
• Tracked Help Desk call volumes, email volumes, response time and resolution prepared Ad HOC reports on Help Desk activity
• Extracted datasets to review client records for accuracy monitored upload and processing of client data into the SAIS database.
• Resolved issues and concerns from grantees through direct resolution of issues responded to grantee questions on the administration of the CSAT GPRA tool via telephone assistance or email communication.

Confidential

Help Desk Analyst Contractor

• Provided Information Technology IT support to over 40 Montgomery county government agencies Interfaced directly with end-users providing advanced hardware, software, network and application problem resolution
• Provided technical support via phone and/ or remote support using SMS and BOMGAR software Remote installation of software, network printers, local printer drivers.
• Ensured First Call Resolution and proper internal escalation procedures
• Followed specific agency guidelines within strict SLA's Service Level Agreements with various clients/government agencies
• Configured Microsoft Outlook and Exchange email accounts
• Tracked all IT related calls/emails in the MAGIC Service Desk ticket tracking system
• Ensured connectivity and setting for mainframe connections
• Installed and configured Intel Wireless Software
• Exhibited strong customer and communications skills professional demeanor

Confidential

Implementation Specialist Lead

• Implemented and installed new POS Point of Sale hardware/software at various client sites Nationwide
• Modified SQL Database, reports and documents for customer system installation while on site
• Consulted with on-site client to review hardware, software and/or system functional specifications
• Developed training and presentation materials conducted on site End - User Management/ Staff Training on POS
• Provided 24-hour onsite support coverage at customer's site on and after system install date

Confidential

Operations Support Specialist II Contractor

• Provided IT Information Technology assistance to all levels of staff within the school district over 100 schools and school related agencies
• Tracked all Service Requests in the Heat Tracking System, provided remote assistance with Dame Ware Software and complex computer workstation /LAN/WAN support
• Recommended deployment of technical resources such as applications, database and/or software performed complex analysis of problems and made changes as needed
• Interfaced with vendor supported service groups to ensure proper escalation of technical problems/issues during outages and/or periods of degraded system performance
• Prepared/maintained systems, development and operations documentation, including user manuals, maintained internal documentation libraries
• Participated in training programs offered to increase technical, interpersonal and communication skills and proficiency related to assigned projects
• Utilized skill and exercised good judgment when interacting with the general public, school and central office personnel
• Performed and promoted all activities in compliance with equal policies following federal laws, state laws, school board policies and professional standards

Confidential

Tier 1 Help Desk Technician

• Provided first-tier technical support to DC government employees at over 30 district government agencies
• Served as the primary support analyst for the District of Columbia's Enterprise and Custom Applications including the Ariba PASS system and the ARGUS Budgeting system
• Documented and resolved service requests using the Remedy service request tracking software to ensure customer satisfaction, proper resolution and SLA Service Level Agreement fulfillment acted as a liaison to Tier II support service desk and escalated calls as necessary
• Ensured each reported problem was resolved in a timely manner, tracked according to standard operating procedures and escalated/re-assigned as appropriate, worked independently within established policies and procedures
• Deployed computers and installed software within various government agencies, assisted asset manager with inventory control, maintained IT inventory database, compiled reports, collect data and filtering