SUMMARY:

• Several years’ federal grants management support.
• Demonstrated ability to research and resolve problems using a variety of resources and tools
• Strong verbal and written communication skills

TECHNICAL SKILLS:

Languages: HTML, JavaScript, SQL

Applications: Microsoft Word, Adobe Photoshop

Web Related Technology: WordPress, Content Management Systems, CSS, Dreamweaver,Responsive Web Development

Operating Systems: Linux, UNIX, Windows 7

Ticketing Systems: Salesforce, Remedy, Zendesk

PROFESSIONAL EXPERIENCE:

Confidential, Gaithersburg, MD

Technical Support

• As a NAEP Help desk agent I was responsible for assisting callers register for the MyNAEP website, upload excel files, and complete data entry procedures.

Confidential, Rock Ville, MD

Benefit Analyst

• Position involves verifying benefits with insurance payers, patients and pharmaceutical company.

Confidential, Washington, DC

Technical Support

• As a member of the Martin Federal contract I was responsible for supporting internal staff and external users with the process of applying for, and administering grants. I supported approximately 30 users each day providing full cycle support for a web based grants management system via phone and email. Please see below for additional details of my experience in this position.
• Providing email and phone support on the web - based grants management system.
• Assigned tickets to appropriate team (DBA, development, 2nd tier) or government staff.
• Independently completed daily tasks and other assigned projects in a timely manner.
• Responsible for logging and managing ticket entries.

Confidential, Washington, DC

Technical Support

• This government contract supported the web based grant system for the Corporation of National Community Service. As a member of this contract I was responsible for supporting both 1st and 2nd tier. The 1st tier position was for approximately 1.5 years. I supported approximately 40 internal government staff, grantees, applicants and pier reviewers per day. The questions and issues included general usage, system errors and enhancement request. Issues were handled by phone and by email. For 3.5 years I supported what was considered the 2nd tier of the help desk. In 2nd tier I worked as a liaison between 1st tier, the development team, and government staff. I was able to analyze problems coming from 1st tier and resolve issues based on my knowledge and experience. My 1st tier experience also helped me to bring a voice to repetitive issues and gage when to escalate issues and how and when to assign priorities.
• Conducted informal training for team members, 1st tier, and government staff.
• First point of contact for new and existing customers and visitors therefore providing an exceptional impression and service
• Assisting program staff in configuring application, financial status, annual performance, and final reports to be published for the grantee and applicants to access.
• Writing simple SQL scripts to fix data errors.
• Helping program offices inform grantees of application process procedures through written instructions and by participating in conference calls.
• Responding to program staff and grantees with resolutions to problems within the guidelines of our performance based contract.
• Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. The 2nd tier of our support team could receive as many as 200 issues a month all with different degrees of severity
• Manual testing of new features and problem fixes pre and post release
• Communications of new features and problem fix request to government staff to prioritize for future releases.

Confidential, Reston, VA

Web Developer

• Careerbuilder had developed a proprietary content management system that used cold fusion templates. I used HTML and Cold Fusion studio to take different newspaper branding and create web pages that served as a front end. Please see below for additional details of my experience in this position
• Modifying existing and creating new HTML and Cold Fusion code
• Creating and editing images using Adobe Flash, Illustrator and Photoshop
• Manual testing of links and logic on web sites.

Confidential, Bethesda, MD

Web Developer

• At Discovery I worked on the news team which required developing timely articles daily. Working closely with graphic designers, writers and editors I developed web pages using HTML, image files and Teamsite. Please see below for additional details of my experience in this position.
• Modifying existing and creating new HTML and Cold Fusion code
• Creating and editing images using Adobe Flash, Illustrator and Photoshop
• Review sites for dated material and works with content providers to add or delete content
• Manual testing of links and logic on web sites.

Confidential, Fairfax, VA

Web Developer

• Confidential had contracts with various government agencies and also maintained its own e-commerce site. I was able to gain valuable experience developing mock ups, editing images and writing and modifying HTML. Some of the projects I worked on were for The Department of Defense and The Department of Energy. Please see below for additional details of my experience in this position
• Modifying existing and creating new HTML and Cold Fusion code
• Creating and editing images using Adobe Flash, Illustrator and Photoshop
• Review sites for dated material and works with content providers to add or delete content
• Manual testing of links and logic on web sites.