SUMMARY OF QUALIFICATIONS

Outstanding customer support skills in the area of identifying, tracking, reporting, and documenting issues to resolution. Strong experience in Tier I and II support groups for both government and external customers. Able to quickly attain technical proficiency in proprietary software applications. Ability to execute departmental policies and procedures while delivering a high level of customer service. Excellent communication skills. Professional, personable, reliable, and a team player.

WORK EXPERIENCE

Confidential

Computer Operator IV

• Responsible for the timely processing , archival, and reviewing of electronic media submissions from pharmaceutical industry while maintaining an overall quality level of 98.5 . Submission processing requires subject matter knowledge and judgment to complete assignments such as document classification and identification, understands multiple data entry systems, selecting and identifying relevant data, labeling, jackets, logging, assignments and all associated data processing. Provides customer support to FDA Division personnel via email or telephone. Additional responsibilities include preparing standard reports retrieving documents or information in response to users' requests collecting information for inclusion in database tracking system.

Confidential

Shredder Truck Driver

• Drove and operated Shredder Truck. Participated in job scheduling, maintainened truck log, and provided a high level of customer support on contracts to which I was assigned. Interim position while seeking employment back in the IT field.
• ActioNet, Housing and Urban Development HUD / Financial Assessment Subsystem FASS

Confidential

Production Support/Analyst

• Continuation of previous assignment. Contract was awarded to a new vendor. Perform quality assurance and technical review activities. Assists in the resolution of end-user software problems. Participates in system testing, environment deployment, preparation of release notes and other release documentation. In addition, prepares Software Change Requests SCRs for Change Control Board CCB . Support on call and after hours release requirements.

Confidential

Production Support/Analyst

• Servicing on the Financial Assessment Subsystem FASS team providing production support to field employees. Responsible for participating in system testing as well as answering questions and solving usage problems for the Annual Financial Statement AFS System from industry users and clients accomplished through the use of Netscape Communicator, Internet Explorer, Sybase queries, Excel, and an in-depth knowledge of the system. Generated daily and monthly statistical reports and delivered them to the client, using Sybase queries and Excel. Satisfied on-demand queries updating the daily and monthly reports to meet the clients' needs. In addition, daily duties included answering industry user questions that were received through the Help Desk Tier I and also offering assistance to the other FASS-MF Multi-Family Production Support Technicians and Real Estate Assessment Center REAC Analysts. Maintaining a knowledge base document which contained the problem/resolution of each issue was resolved by Production Support. The AFS system is expected to receive and assess over 20,000 submissions every year.

Confidential

Production Support/Analyst

• Assigned to the Single Family Premium Collection Subsystem Periodic SFPCS-P maintenance team as a Senior Production Support Specialist. SFPCS-P is a large, complex system designed to control the collection of mortgage insurance premiums and all other charges associated with periodic premium collections for six million accounts. The system technology includes COBOL II, Power Builder, MDI Gateway, RSP, DB2, IMS, JCL, TSO, SPUFI, QMF, BMC, MVS/CICS, Cold Fusion, Sybase Open Client and Platinum products. Responsible for ensuring Production jobs run smoothly on a daily, weekly, monthly, and quarterly basis. Monitored the jobs to identify any problems with production batch cycles. Prepared daily production status reports for management utilizing Microsoft Excel. Also responsible for tracking and responding to user assistance requests through a number of mediums including email correspondence and telephone inquiries. Collected information concerning the problem from the user researched the cause by analyzing screens, data and programs from multiple systems and identified and communicated the problem resolution to the user. This is accomplished through the use of database queries and in-depth knowledge of the system. Heavily involved in Configuration Management, converting SFPCS-P under the configuration management tool Endevor, attending Endevor user group meetings and worked closely with the HUD Endevor Administrators to create packages, resolve errors and promote the software development lifecycle.

Confidential

Senior Help Desk Specialist

• Assigned as a Senior Help Desk Specialist in support on a contract for the HUD Basic Physical Inspection System BPI , and backup for the Risk Assessment Management System RAMS . BPI and RAMS were client-server systems utilizing PowerBuilder, HTML, JavaScript, and Sybase. Responsible for answering all questions from the public and HUD internal staff by being available for in-person consultation, by telephone and by email.

Confidential

PC Support/ Facilities Temporary Assignments

• Serviced Facilities when not deployed on temporary assignments. During this time I set up new hires PCs and was heavily involved in upgrading approximately 200 PCs when HQ changed from the Windows 3.1 platform to the Windows 95 platform. This involved uploading data on the network, removing the old PC, setting up the new PCs, and downloading the previously uploaded data on the new PC and trouble-shooting the new PC set up. During this time temporarily assigned to the Walter Reed Armed Forces Institute of Pathology contract to upgrade 450 PCs from the Windows 3.1 platform to the Windows 95 platform. Once again this involved removing the old PC, setting up the new PCs and downloading the previously uploaded data on the new PC and troubleshooting the new PC set up. On occasion assigned to work on the Dairy Foods Industry Associations network, adding users and peripherals to their network.

Confidential

TRACS Technical Implementation Coordinator

• As a Technical Implementation Coordinator for the HUD Tenant Rental Assistance Certification TRACS team, I was responsible for coordinating with developers and the LAN Branch, writing installation packages, and distributing software and documentation for the implementation of the latest version of TRACS software on PCs in 58 HUD field offices. I maintained the in-house PC inventory and set up the 50 PC training rooms in support of user training. I also resolved user PC and TRACS problems reported via the Problem Tracking and Reporting System PTARS .

Confidential

CFS/TRACS Help Desk Supervisor

• Served as Help Desk Supervisor leading a team of five help desk personnel on the Control Files Subsystem/Tenant Rental Assistance Certification CFS/TRACS help desk where they recorded user problems into the Problem Tracking and Reporting System PTARS for HUD. I also provided management status, reports and trained help desk personnel. Technologies utilized include COBOL, JCL, DB2, SQL, Microsoft Access, and Microsoft Excel.