Help Desk Specialist Resume , Bethesda, MD - Hire IT People

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Help Desk Specialist

Confidential, Bethesda, MD

Responsibilities:

Service Desk Specialist for Federal grants management review—primary point of contact for users and tiered support staff to address/report associated with the Federal grants management process, provide support for all levels of government clients including VIPs and Executives.
Provide Levels I - III analysis and support to grant applicants and government customers to ensure all requests are handled in a timely and courteous manner and are resolved or escalated to the appropriate level of support.
Provide technical grants management support for phone, remote, and desk-side users in the areas of end user applications, including Peer Review, Committee Management, Grants Management, QuickView, ICO, PGM, Commons IAR, eSNAP,eRA Commons, IMPAC II, RCDC, Grants.gov, and eSubmission.
Create Remedy tickets to track and resolve requests through ticket resolution.
Maintain working knowledge of NIH grant process and application systems such as the eSubmission, eRA Commons, RCDC and IMPAC II.

Catering Assistant

Confidential, Ellicott City, MD

Responsibilities:

Student Trainee

Confidential, New Carrollton, MD

Responsibilities:

Co-chaired the Enterprise Network Change Control Board (CCB), with management responsibility for hardware and software updates across more than 700 Confidential processing sites nationwide. Coordinated and led the efforts of 50+ personnel in CCB operations and management.
Applied Information Technology Infrastructure Library (ITIL) techniques in configuration management and project management best practices to execute CCB planning, processes, and operations, including screening of all updates (20-30 updates weekly) to hundreds of software and hardware configuration items across the Confidential enterprise.
Extracted specific change data (scope of change, type (software/hardware), associated impacts to operations, location, etc.) from change request database. Prepared and presented each change for CCB review and approval. Created excel tables summarizing pertinent information for review.
Utilized a formal database tool to log all CCB change decisions for future retrieval; developed and kept CCB meeting minutes
Participated in a variety of project management and configuration management activities including planning and preparation for meetings. Drafted and issued meeting notices and agendas.
Reviewed and edited project management plans, status updates, and reports for factual content, clarity, tone, focus, grammar, etc.