SUMMARY:

• Working knowledge of Enterprise Performance Management Systems
• Portfolio management (CA Clarity)
• Utilization of Remedy v. 8.1 for enterprise IT software/hardware tracking
• Monitoring and assignment of tickets re IT software/hardware requests
• Analysis/development of IT workflow processes re license requirements for end user software/hardware requests
• Soliciting and documenting, business requirements
• Development, maintenance and ownership responsibilities for IT operations policy documents
• Development, maintenance and ownership of process workflows concerning licensing of software
• Development of business case studies and standard operating procedures
• Development of system capability analyses
• Requirements matrix development and management

TECHNICAL SKILLS:

Operating Systems: Windows 2013

Collaborative Environments: SharePoint 2013, CA Clarity PPM, FileZilla, SAP Business Objects, BMC Remedy 8.1

Office Suites: Office 365 e.g., Word, Excel, PowerPoint, Publisher

Programming Languages: HTML

Desktop Application Software: Dream Weaver, Visio 2016, Adobe, MS Project

Business Skills: Work task monitoring and project tracking; Business process analysis; Workflow diagramming (Visio); Technical & PMO governance documentation; Requirements gathering; Business case development and analysis; Webpage and document content management; Agile, Waterfall and Lean methodologies

PROFESSIONAL EXPERIENCE:

Confidential, Greenbelt, MD

Temporary Emergency Response Call Center Representative

• Originally hired (cleared and badged) to field incoming calls from victims of natural disasters. Specific duties were to include gathering and entering sensitive information into the FEMA database. However, prior to the actual start date, the Hyattsville call center was closed due to insufficient call volume.

Confidential, Washington, DC

IT Knowledge Manager

• Facilitated exchange of information across departments (e.g., IT Service Center (ITSC), IT Cyber Security, NETOps, Systems Engineering); developed and enhanced documentation of key IT business processes (e.g., standard operating procedures covering topics such as Hardware/Software Requisition, Large Incident Communication, and Active Directory Phone Updates); established and maintained knowledge - share folders within SharePoint 2013, Developed customer deliverables targeted specifically to help improve the quality of contractor requirements; e.g., the FERC Weekly CIO Report.
• The report covered metrics and included charts on subject matter such as ITSC Remedy ticket creation and resolution (e.g., service vs. incident count, breakdown of intake processes (walk-ins, SharePoint, email, calls, voicemail), top weekly service categories (e.g., password resets, software requests, hardware repair, etc..) and survey responses pulled from SurveyMonkey. Regularly developed workflow processes using Visio, to better define current and desired IT business processes within multiple key service areas (e.g., requisition, incident notification, security review);
• Occasionally provided assistance to ITSC by creating and assigning Remedy tickets to ITSC technicians (e.g., Systems Engineering, PC Staging, Telecon, Software/Hardware requisition); participated in a weekly, standing CIO meeting as well as various cross functional team meetings as needed.

Confidential, Washington, DC

Customer Advocacy Manager

• Liaison between DOT IT Shared Services (ITSS) and four of its Operating Agencies (OA) or Offices - Deaf DOT (O), Disability Resource Center (O), Federal Motor Carrier Administration (FMCSA - OA) and Maritime Administration (MARAD - OA).
• Served as the primary DOT ITSS POC on behalf of each of the four OAs / Offices noted above by advocating on behalf of their user communities on matters related to communicating enterprise wide, user impacting IT matters. Facilitated weekly standing meetings with OA/Office executive customers and uploaded and/or made contributions to DOT intranet SharePoint websites with resource information of value to the federal customer including folder and document management.
• Coordinated and/or escalated as needed, efforts to push end-user workstation troubleshooting activities by tracking Remedy work tickets and engaging technical assistance from the different tiers of ITSS support or management.
• Worked on a daily basis with multiple IT project teams (e.g., Skype for Business, Office 365, and SharePoint Folder Migration) and communicated issues that impacted the community of end-users within my OAs and Offices. Office duties included advising customers on issues within ITSS that impact end-users; developed strategies, and processes to effectively manage and track customer requirements, communicated daily systems outages, and/or service interruptions; analyzed operational requirements and recommended appropriate solutions and resources;
• IT POC to the agency’s 508 coordinators and contributed content to the agency’s assistive technology SharePoint hosted webpage; used technical knowledge and operational experience to work with customers to clarify requirements; maintained solid customer relationships by handling questions and concerns with speed and professionalism; participated in DOT reviews, and agency meetings to assist in presenting information and advice to customers on IT and telecommunications projects; advocated on behalf of customers in order to help close unresolved service tickets.

Confidential, Washington, DC

IT Business Analyst

• Business Analyst in OCIO/IT Services supporting the Library of Congress with projects designed to clarify and standardize business processes within IT service units. Work included project management activities on a seven month project to redesign and bring current, the ITS Service Desk Survival Guide (a web app connected to a database).
• Specific tasks included requirements gathering, coordinating input from various Service Unit stakeholders (engineers and executive customers), providing updates and recommendations re system features, coding to assist with web application development, workflow documentation, user interface design and leadership activities related to the data call for technical content.
• Was assigned project leadership roles as scrum master and PM. Additional support included tasking for the Geospatial Hosting Environment initiative; the property pass tracking system (another customized web based application); the teleconferencing media device inventory project; the Library’s annual telework laptop refresh; the Active Directory Repository; and other business improvement projects as assigned.

Confidential, Rockville, MD

Project Analyst

• Provided support to the Department of Defense/Veterans Administration Integrated Project Office (IPO) in the area of integration of electronic health care records. Within an Agile environment using project management software--CA Clarity PPM--customized to the IPO’s unique requirements, helped coordinate, track and report cross functional team efforts towards development of customer artifacts - operational, project management and acceptance criteria plans; IPO status reports; SOPs, project charters and other contract related acquisitions documents.
• Participated in internal IT review sessions for the purpose of validating business requirements and IT functional requirements documentation; developed workflows diagrams, and project/program governance documents.
• Performed document management for the project using a SharePoint based collaborative tool (CA Clarity PPM). Utilized the collaborative tool to establish folder structure and nomenclature for team artifacts, and was responsible for softcopy document filing and served as the internal team’s SharePoint/ CA Clarity PPM administrator; i.e., folder access, versioning and POC for general troubleshooting

Confidential, Washington, DC

Process Improvement Analyst

• Performed analyses, defined WBS and created workflow diagrams using Visio; developed project charters and business case analyses, performed discovery (stakeholder interviews), research, development and application of LSS / tools. Documented weekly Lean progress summaries for executive review.