PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Help Desk Technician Tier II/Desktop Support

Responsibilities:

• Provided full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting, resolution, problem triage, end user - authorized closure, and troubleshooting on incidents, work orders, and problem tickets
• Performed problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes
• Provided one-on-one deskside support (e.g., end user support, basic end user training, asset management)
• Create and update knowledge base articles
• Performed basic preventative maintenance on network printers to ensure optimal performance
• Performed basic photo copier support (e.g., paper jams, simple operating malfunctions and end user operating assistance such as faxing, printing, optical character recognition (OCR) scanning)
• support the relocation of employees and authorized contractor personnel during scheduled office moves and business unit reorganizations
• Conducted technical refreshes of hardware and mobile devices
• Mobile device and remote access support includes technologies such as laptops, cell phones, tablets, security tokens, Wi-Fi, Bluetooth, hotspot, VPN and Citrix
• Managed user accounts (e.g., created new accounts, add and remove user roles, out process users)
• Trained users on how to handle basic tasks; provide basic orientation explain how to do what it is the user needs to do or how to use a feature of a particular product or service.
• Performed new employee/contractor orientation to include issuing the new end user their authorized IT assets and provide an introduction, instruction, and reference materials to the new end users on IT products/services
• Performed asset and records management. Documented, tracked, managed, and reported on status of sensitive assets. Maintained paper and electronic copies of Custody sheets. Prepared IT assets for disposal to include sanitization, preparing forms, segregating equipment, etc.
• Traveled to provide end user support at remote offices/locations

Confidential, Washington, DC

OJP/GMSBVP Help Desk Technician

Responsibilities:

• Provide Helpdesk support to clients via email, phone, ServiceNow, and in person
• Opened, assigned, and closed various tickets using the Heat ticketing system, escalating issue to appropriate groups as needed.
• Created my own templates in Heat to create tickets faster.
• Assisted in testing the VPN (Virtual Private Network) and Citrix environment.
• Assisted with Apple IPhone conversion
• Document helpdesk procedures.
• Trained new hires with technical and customer service helpdesk functions and responsibilities.
• Managed wireless devices (Android and IOS smartphones, tablets, MIFI devices)
• Work with MS Office 2010, 2013 and MS Office 365, Windows 7 and AirWatch
• Provide expert Tier 1 technical assistance to inquiries on features, functions, and usage of the GMS website to an estimated user population of 39,000 GMS users across the United States and US Territories.
• Created accounts in HDAM
• Obtained the HDI Customer Service Representative Certification.
• Familiar with Active Directory, RSA Security Console, and FICAM.
• Identify customers concerns, complaints and discrepancies to direct them through the proper channels for resolution.
• Assure quality control and Helpdesk goals and objectives.
• Providing support for DOJ OJP-designated special projects
• Providing support in alignment with the anticipated annual cycle which includes but not limited to Solicitation Period conducted during the Fiscal Year Quarter 1 timeframe, DOJ announces its grant applications; Application Period conducted during the FY Quarters 1, 2, and on occasion, Quarter 3, when grant applicants submit applications in GMS (estimated 25,000 applications in GMS)
• Provide assistance to applicants with uploading documents and ensuring applications are submitted; Review Period conducted during the end of the Fiscal Year Quarter 1 through end of May/June timeframe when DOJ OJP officials review grant applications in GMS;
• Redbook Period during the June-August timeframe of each year, which is the DOJ process of making grant awards.
• Providing on-going support to GMS users in the following areas: Assistance in filing Financial Status Reports (FSRs) due at the end of each fiscal year quarter for all grantees;
• Assistance in filing Programmatic Progress Reports due either quarterly, semi-annually, or annually, depending on the nature of the grant requirements;
• Provide assistance to OJP internal and external workers with access to GMS internal system and escalating any issues to tier2 technical staff.
• Handling application incidents for Account Management Automation (AMA);
• Identifying, escalating, and managing incident resolutions;
• Managing end-user authentication, access rights/restrictions, account profiles, passwords, etc. for GMS user roles/profiles;
• Closing GMS incident and service request tickets when appropriate;
• Provide BVP website assistance.

Confidential, Washington, DC

OJP/GMSBVP Help Desk Technician

Responsibilities:

• Provide Helpdesk support to clients via email, phone, ServiceNow, and in person
• Opened, assigned, and closed various tickets using the Heat ticketing system, escalating issue to appropriate groups as needed.
• Created my own templates in Heat to create tickets faster.
• Assisted in testing the VPN (Virtual Private Network) and Citrix environment.
• Assisted with Apple IPhone conversion
• Document helpdesk procedures.
• Trained new hires with technical and customer service helpdesk functions and responsibilities.
• Managed wireless devices (Android and IOS smartphones, tablets, MIFI devices)
• Work with MS Office 2010, 2013 and MS Office 365, Windows 7 and AirWatch
• Provide expert Tier 1 technical assistance to inquiries on features, functions, and usage of the GMS website to an estimated user population of 39,000 GMS users across the United States and US Territories.
• Created accounts in HDAM
• Obtained the HDI Customer Service Representative Certification.
• Familiar with Active Directory, RSA Security Console, and FICAM.
• Identify customers concerns, complaints and discrepancies to direct them through the proper channels for resolution.
• Assure quality control and Helpdesk goals and objectives.
• Providing support for DOJ OJP-designated special projects
• Providing support in alignment with the anticipated annual cycle which includes but not limited to Solicitation Period conducted during the Fiscal Year Quarter 1 timeframe, DOJ announces its grant applications; Application Period conducted during the FY Quarters 1, 2, and on occasion, Quarter 3, when grant applicants submit applications in GMS (estimated 25,000 applications in GMS)
• Provide assistance to applicants with uploading documents and ensuring applications are submitted; Review Period conducted during the end of the Fiscal Year Quarter 1 through end of May/June timeframe when DOJ OJP officials review grant applications in GMS;
• Redbook Period during the June-August timeframe of each year, which is the DOJ process of making grant awards.
• Providing on-going support to GMS users in the following areas: Assistance in filing Financial Status Reports (FSRs) due at the end of each fiscal year quarter for all grantees;
• Assistance in filing Programmatic Progress Reports due either quarterly, semi-annually, or annually, depending on the nature of the grant requirements;
• Provide assistance to OJP internal and external workers with access to GMS internal system and escalating any issues to tier2 technical staff.
• Handling application incidents for Account Management Automation (AMA);
• Identifying, escalating, and managing incident resolutions;
• Managing end-user authentication, access rights/restrictions, account profiles, passwords, etc. for GMS user roles/profiles;
• Closing GMS incident and service request tickets when appropriate;
• Provide BVP website assistance.

Confidential, Beltsville, MD

Information Specialist

Responsibilities:

• Provides assistance to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA) and the Office of Juvenile Justice and Delinquency Prevention (OJJDP) applicants seeking information and help applying for various funding opportunities and other assistance via phone, e-mail, or web-chat.
• Drafts responses and other written material in response to individual requests.
• Provide applicants with resources to complete necessary documentation to complete applications for funding via Grants.gov and the Grants Management System (GMS).
• Provides technical support for applicants with issues with Grants.gov. and GMS
• Provides assistance to BJA and OJJDP Policy Advisory, Program Managers making sure grantees meet all report requirements.

Confidential, Washington, DC

Information Specialist

Responsibilities:

• Provides assistance to the Community Oriented Policing Services (COPS) grantees financial information and other assistance via phone, e-mail, fax or mail.
• Drafts responses and other written material in response to individual requests such as letters, memorandums, e-mail, brochures, and other documents in support of the COPS office.
• Provide grantees, internal users with resources and helps them complete necessary documentation and navigate the COPS Website, CMS, and GPRS, on-line SF424 filing system, and IFMIS2.
• Uses specialized data systems to research information.
• Provides assistance to Law Enforcements agencies applying for the various COPS grants.

Confidential, Rockville, MD

Project Management & Planning Operations Rep Associates

Responsibilities:

• Serve as team lead for activities related to Peer Review of discretionary grant applications, contract work, Interacts with government officials, subject matter experts, and project team members to coordinate assignments; develop work schedules; and plan, create, and approve work products and reports. Facilitate consensus reviews.
• Oversees and managers the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management.
• Reviews status of projects and budgets; manages schedules and prepares status reports.
• Co-wrote Peer Review training materials
• Assesses projects issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.

Confidential, Washington, DC

Financial Assistant

Responsibilities:

• Provides assistance to the Office of Justice Programs (OJP) Office of The Chief Financial Officer (OCFO) grantees, vendors, and contractors requesting financial information and other assistance via phone, e-mail, fax, or mail.
• Drafts responses and other written material in response to individual requests such as letters, memorandums, e-mail, brochures, and other documents in support of OCFO.
• Provide grantees, vendors, contractors and internal users with resources and helps them complete necessary documentation and navigate the OCFO Website, GMS on-line SF269 filing system, and FMIS2.
• Uses, updates, and maintains OCFO tools, database, and other information systems.
• Performs necessary data entry for submission of Automated Clearing House (ACH) Vendor Miscellaneous Payment Enrollment Forms, Award Documents, Grant Adjustment Notices (GAN), Categorical/Discretionary Assistance Progress Reports, E-mails, Facsimiles, Financial Status Reports (SF269s), Close-Outs, Individual Call Data Sheets for each inquiry, and the Phone Activated Paperless Request System (PAPRS).
• Implemented tracking logs to monitor and account for all documents received in the office for accurate and timely processing.
• Formatted working spreadsheets in Excel to monitor referrals, workflow, and abandonment rates.
• Prepared all weekly reports by extracting data from ACD Reports.
• Co-wrote ACH instructions currently used by OJP grantees.
• Created and formatted referral forms and cheat sheets to ensure procedures were being followed.
• Handled complex issues resulting from system errors.
• Temporarily functioned as a Help Desk Technician resetting passwords and giving web access to authorized officials.
• Uses specialized data systems to research information. Provides training and mentors new staff.

Confidential, Washington, DC

Administrative Assistance

Responsibilities:

• Provided administrative support to the Office of the Chief Financial Officer/Customer Service Branch.
• Created and maintain a filling system tracking all incoming calls, faxes, and correspondence from the Accounting Division, FMD, and the Financial Analyst.
• Created and maintained working spreadsheets that tracked the number of incoming calls, requests and responses from and to the grantees, and various divisions within the Office of the Chief Financial Officer Customer Service Branch and the associated divisions.
• Used specialized data systems to research information and prepared mailing lists for OCFO documents.
• Provided policy guidance on OCFO rules and regulations.
• Assisted grantees, vendors, auditors, contractors in completing ACH forms, and SF269s.
• Processed ACH Payments enrollment forms and SF269s.
• Maintained an accurate accounting of staff work schedules, vacation days, and scheduled time off.

Confidential

Human Resource Administrative Assistant, Washington, DC

Responsibilities:

• Answered phone calls and responded to questions about benefits and policies.
• Updated and organized spreadsheets in preparation of reports and presentation materials.
• Scheduled interviews and appointments for recruiters, security, and offsite project managers.
• Completed and filed new-hire paperwork and termination forms.
• Created and maintained a database to track all incoming resumes.
• Reviewed resumes of interested candidates of employment.
• Process credit reports and conducted background information packages for security clearances.
• Placed employments ads in newspaper and organized job fairs.