PROFILE:

Solutions - focused, motivated IT professional seeks to contribute direct customer assistance skills toward supporting a progressive organization. Proven success in planning, directing, and implementing critical projects focused on innovative information technology and end-user solutions. Calm demeanor in the face of difficulties; ability to manage multiple projects simultaneously while working under pressure in fast-paced environments. Highly versatile; quickly masters new roles, responsibilities, and technologies. Reputation for integrity, dedication, and work ethic.

CORE COMPETENCIES:

IT Management; Project Management; Customer Service; Troubleshooting; Problem Solving; Crisis Management; Decision-Making; Best Practices; Information Gathering; Briefings; Oral and Written Communications; Attention to Detail; Database Management; Testing and Quality Control; User Training; HEAT; Crystal Reports; Expert Advisor; Microsoft Office Suite; Palm Organizer; Remedy, ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential

Software Developer Sr

Responsibilities:

• Responsible for expertly providing Tier III technical VoIP customer support to over 4449 employees.
• Actively monitors and secures the confidentiality, integrity, and availability of systems, networks, telephonic, and data through the planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools.
• Advance skills integrating Voice over Internet Protocol (VoIP), Private Branch and tools.
• Advance skills integrating Voice over Internet Protocol (VoIP), Private Branch Exchanges (PBXs), Computer Telephony Integration (CTI) applications, Interactive Voice Response (IVR) systems, Automatic Call Distribution (ACD), Screen Pops, Unified Messaging and Customer Relationship Management (CRM) applications in order to support a large mainframe computer with numerous servers. Ensures LAN/WAN/Firewall and Public Key Infrastructure are protected when systems are updated.
• Direct customer contact for helpdesk assistance through on-site visits nationwide, web-conferencing, virtual remote, e-mails, and through telephone to identify, analysis, troubleshoot, research, and resolve a variety of front and back-end, highly complex voice/data communications, and other computer technology issues.
• Provide remote assistance to users working on the LAN or virtual desktop Microsoft Net Meeting, Citrix Shadowing and Skype for Business as appropriate. Expert in supporting Microsoft XP, Windows Vista, and Windows 7 and Windows 10 operating systems. Proactive in performing surveys, studies, and evaluations to measure and improve operating hardware, software, and systems that are focused on results and creative solutions. Secondary Administrator for Interactive Intelligence.
• Provide assistance to Tier I and Tier II personnel though reviewing work orders, prioritizing work assignments, helpdesk ticket training, project/time management methods, mentoring, and provide the development of solutions to new or unknown issues.
• Independently devise new methods and practices so that customer business technology investments are maximized to promote efficiency and effectiveness. Develops policies and procedures to assure federal, DOL, and internal ASCR policies, including, but limited to OMB Circular A-130, FIPS Publication Guidelines, HSPD-12, FISMA, National Institute of Standards and Technology publications, and Agency Information Resources Management Security Manual.
• IVR Technician performing VOIP configuration uses hardware and software, and one-on-one/group training per the department standards and guidelines. Accountable for IVR Administrator activities for creating Workgroup Locations, Workgroup Members/Roles, User Accounts, Resetting Passwords, Assigning and Modifying DID’s (10 digit phone numbers) and 6 - digit extensions, and provisioning VOIP Phones for new installs/users.
• Responsible as IVR Engineer to configure Proxy for DOL Locations and to create SIP Lines to prepare for Install/Cutover.
• Expertly applies hardware knowledge and skills to configure Cisco Servers (HP Media) and Gateways (Mediant Gateway 1000), Fax MP 112/114, Install Servers, Gateways and MP 11x in various locations, configure Network Switches as well as e911 Configurations for users and hardware, operationalize Jabra Headsets, and Polycom VOIP 550. VOIP 650 and 7000 model Phones. Responsible for testing computer and telephonic impacts on data, security, and communications.
• Work effectively with building engineers and telephone contractors Network Team, Accounts Management, GSA Personnel/Contractors, Local Telephone Vendors, and Jabra Vendor to ensure client connectivity.
• Configure proxy and SIP lines, create workgroups locations, user accounts as well as assigning DID’s (direct inward dialing) and 6-digit extensions with minimal supervision. Develop and deliver PowerPoint Presentations for hearing impaired user to pair hearing aid earpiece to the selected VOIP and Bluetooth product.
• Effectively communicate a range of technical information in terms appropriate to audience and apply active listening, negotiating, and influencing skills to relay and resolve issues that are vague, unclear, controversial, or to defend company position as required.
• Engaged team member to promote positive customer service, and cohesiveness and to effectively and efficiently approach work assignments.
• Communicate verbally and in writing sound advice to senior management officials across all divisions and employees throughout the organization in the form of sound guidance, including interpretations, opinions, and decisions.
• Formulates and articulates action plans based on judiciously defining problem statements, root causes and resolutions based on interacting systems, technical and operation programming anomalies, studies, trends, complex problems, and emerging new computer and telephony technological advancements.

Confidential

Help Desk Supervisor

Responsibilities:

• Maintained full accountability for handling all aspects of day-to-day activities, with a focus on overseeing a cross-functional team of first-level support for one local contact center and 12 regional tier 2 support offices.
• Provided expert customer service in identifying, analyzing, troubleshooting and resolving information technology and telephony hardware/software issues consisting of integrating Voice over Internet Protocol (VoIP), Private Branch Exchanges (PBXs), Computer Telephony Integration (CTI) applications, Interactive Voice Response (IVR) systems, Automatic Call Distribution (ACD), Screen Pops, Unified Messaging and Customer Relationship Management (CRM) applications.
• Applied strategic planning, prioritization, and project management skills toward consistently achieving critical deadlines while maintaining high quality standards.
• Strategically identified project course, milestones, outcomes, and metrics.
• Contributed to information gathering, needs assessment, and applied analytical skills toward effectively and diplomatically responding to client issues for timely resolution.
• Trained, mentored, coached, and supervised staff in all aspects helpdesk problems and issues in order to optimize performance; evaluated staff assessment, and conducted detailed performance reviews. Communicated effectively to exchange complex information in routine terms in order to resolve customer computer and telephony requests.
• Effectively analyzed internal processes to identify inefficiencies and provided expert recommendations to streamline workflow processes.
• Played a key role in serving as the HEAT Administrator and maintaining the Active Directory for Juniper, HEAT, and the Interactive Intelligence (i3) liaison to support i3 Engineers.

Confidential, Alexandria, VA; Landover, MD

Assistant Project Manager

Responsibilities:

• Call Center Site Manager responsible for oversight of Training and Workforce Development for new customer service agent orientation program and for providing training on agency policies and procedures related to new directives.
• Developed course objectives and presentation materials.
• Quality Assurance monitoring to ensure agents and project managers providing customer service in a professional manner.
• Supervised Ombudsman liaison staff for intake call agents.
• Assign staff to various assignments within the division.
• Oversaw student intern in daily operations, and assessed job performance.
• Strategically planned and directed projects of the large nationwide call/contact center to ensure on-time, requirements-compliant completion while maintaining high quality standards.
• Demonstrated strong communication skills as on-site Project Manager and TCC contractor staff to meet and exceed performance metrics.
• Tracked and monitored staff performance in accordance with organizational goals and objectives.
• Exhibited sharp attention to detail and critical thinking abilities in assessing agency work productivities, determining training needs, addressing employee performance for constant improvement, and liaison to Senior Communications Specialists and Quality Assurance Specialists to investigate and resolve client issues.
• Developed and deployed instructional video for agency specific application.

Confidential, Indianapolis, IN

Congressional Campaign Staff

Responsibilities:

• Appointed to serve as the campaign Network Administrator and Finance Director to oversee donor management, data management and campaign finance compliance.
• Responsible for purchasing networking computers and peripherals while maintaining a $200K budget.
• Administered and allocated funds for accounts receivable and payable.
• Generated all financial reports, including balance sheets, income statements and donor activities.
• Competed FEC and State reports through NPG software for tracking financial and in-kind contributions.
• Oversaw procurement of computer and other office equipment.
• Proficiently handled various projects in various databases including reviewing staff data entries, executing data-merges for outgoing literature, and updated candidates
• Provided computer assistance and training to staff on navigating internet and various software applications.
• Oversaw volunteer computer training of hardware and software based on individual skill level.
• Appointed as the Email Administrator, with responsibility for assessing and executing email accounts for the 8-member team.