SUMMARY:

• Seasoned Information Technology (IT) Professional with over twenty - four years of experience in government contracting
• Including five as a Business Analyst with the Department of State Office of Foreign Missions, sixteen as a Help Desk Support Specialist with the US Postal Service and three years at the Department of Energy Federal Energy Regulatory Commission.

Germantown, MD

 Business Analyst

Responsibilities:

• Served as a Business Analyst for the Department of Energy Automated Facilities Data Collection System (AFDCS). Created usernames, passwords, provided users with edit, approval, and read rights to the system. Assisted users editing and approval of data of contaminated buildings. The purpose of the system is to determine the cost of the clean up efforts of the contaminated buildings. Created a user guide to assist user with the system and new features. Users could use Facilities Information Management System (FIMS) or AFDCS data. Assisted users with removal of required edits for data validation. Tested new features to overwrite AFDCS data with FIMS data. Tested new feature to unlock facility to edit data after system was closed for edits.

Reston, VA

Business Analyst

Responsibilities:

• Served as a Business Analyst for the Department of State Office of Foreign Missions since 2008 Gathering Requirements and writing documents: Features/Concept documents, Software Requirements, Test Cases, User Stories and User Guides.
• Analyzed information provided by stakeholders within the Office of Foreign Missions to identify and assess business challenges and risks and proposed solutions.
• Prepared and distributed meeting notes; meeting notes documenting discussions and action items
• Prepared client deliverable by producing user requirements, system requirements, and business requirements that led to designing IT code that provided the ultimate solution.
• Worked with developers using Agile Scrum to develop web based software modules used by the Department of States and Foreign Missions.
• Created test data; performed acceptance testing of software at the end of sprint cycles, documenting successes, failures, and fixes.
• Created user guides for developed modules for the user community.
• Attended meetings to discuss and document change requests to modify and enhance the module being developed.
• Scheduled, attended, documented meetings and interviews with stakeholders and users to gather requirements.
• Made updates to requirements as needed based on change requests submitted from the client.
• Worked with developers in creating prototypes to demo to the client.
• Created test data; documented successes, failures and fixes.
• Provided training to end-user.

Help Desk Support Specialist

Responsibilities:

• Served as Tier I and Tier II Help Desk Support Specialist provided excellent customer service by troubleshooting workstations, printers, and servers; password resets
• Used Active Directory to create user accounts and provide rights and accesses to groups and users.
• Created login user accounts for customers to access an in-house application that allows the customer to apply for accreditation for Foreign Employees that work in the US.
• Trained users on how to use in-house modules developed for accreditation.

Greenbelt, MD

Help Desk Support Specialist

Responsibilities:

• Served as a Tier II and Tier III Customer Engineer to the Advanced Computing Environment (ACE) providing daily desktop support.
• Resolved computer issues ranging from printing to installation of hardware and software to system rebuilding and configuration called into a central helpdesk.

 Herndon, VA

Help Desk Support Specialist

Responsibilities:

• Same as Hewlett-Packard, Technical Associate III above.

Herndon, VA

Help Desk Support Specialist

Responsibilities:

• Member of the Advanced Computer Environment (ACE) Migration Team that configured over 2,500 workstations in the Washington Metropolitan Area. Migration included upgrading Windows from 95/2000 to NT, data migration, and email software migration.
• Served as a Customer Engineer to the Unified Command Center (UCC) formed to address nationwide anthrax issues and other postal terrorist threats after 9/11.
• Provided daily Technical Support resolving computer issues.
• Served as a Team Lead overseeing the software upgrade.
• Installed hardware and software; rebuild and configuration of workstations and laptops.
• Created system backups using a tape drive.

Washington, DC

Help Desk Manager

Responsibilities:

• Managed team of five CDSI employees, including one LAN Administrator; three Tier II Technicians; and one Tier I Technician.
• Conducted weekly contractor/customer meetings updating the customer as to team project progress as well as providing weekly and monthly status reports.
• Conducted weekly staff meetings that involved triaging daily and long-term work assignments.
• Prepared and administered personnel reviews.

Senior Help Desk Support

Responsibilities:

• Provided hardware and software computer support to 40-member International Business Unit Sales Department both locally and regionally.
• Daily troubleshooting: configuring network applications and printers, installing applications formatting Microsoft Word and Excel documents.
• Coordinated shipment of systems between repair center and end user.

Washington, DC

Computer Support Specialist

Responsibilities:

• Part of a 30-member team that provided daily desktop support to over 1,500 personnel.
• Responsible for troubleshooting hardware and software, installed and configured applications.

 Alexandria, VA

Washington, DC

 Customer Support Specialist

Responsibilities:

• Same as above.

Help Desk Support Specialist

Responsibilities:

• Provided Tier I telephone technical support to over 1,300 employees; password resets.
• Resolved computer issues and escalated to Tier II and Tier III Support.

Silver Spring, MD

Administrative Assistant

Responsibilities:

• Contracted to Building Service division provided administrative support.
• Answered phones and typed correspondences, provided status of service requests.
• Filed documents and provide some computer support.

Arbutus, MD

Marketing Assistant

Responsibilities:

• Provided administrative support to the Marketing Manager.
• Acquired contracts with vendors.
• Created sales and distribution contracts and a database to track sales and inventory.

Washington, DC

Computer Support Specialist

Responsibilities:

• On a team of ten persons, provided desktop support to in-house and region employees in Chicago, Miami, Boston, San Francisco, and Philadelphia.
• Installed and configured applications and provided user training.

 Landover, MD

Programmer Analyst

Responsibilities:

• Used COBOL to design three series of eighty different programs, including data entry, data edit check, and report print outs for the Office of Pipeline and Procurement Revision Department in charge of Rate and Certificate filings for pipeline and oil companies throughout the United States.
• Transferred files from PCs to mainframes for national access.

Inventory Administrator

Responsibilities:

• Opened, tracked, and closed change requests in an Information Management System database.
• Maintained an 8500-component inventory of hardware and software.

Data Entry Operator

Responsibilities:

• Analyzed legal and technical documents.
• Extracted pertinent information and entered document descriptions into a database for public retrieval.