WORK EXPERIENCE:

Confidential

Functional Analyst

Responsibilities:

• Provide direct support to end users with operations and administration of government applications for grant management, EDCAPS G5, for 8 hours between 8am - 6pm Monday-Friday with the exception of annually defined Federal Holidays
• Candidate will be required to provide Level 1 support via phone and email
• Provides direct support to users and appropriately escalate G5 application questions that do not have sufficient supporting documentation to higher help desk tiers for further research and/or escalation.
• Troubleshooting and notation of user access and Grant issues via RemedyForce.
• Independently completed daily tasks and other assigned projects in a timely manner
• Responsible for logging and managing ticket entries daily including utilizing proper spelling, grammar and capturing appropriate content of discussion
• Responsible for follow-up with the end users via phone or email within 24 business hours.
• Report system outages in a timely manner to ensure a timely resolution
• Reference multiple points of application, public source material as well as internal documentation and policies

Confidential

Call Center Analyst

Responsibilities:

• Serve as a primary point of contact for over 80,000 Customs and Border Protection ( Confidential ) users requiring technical assistance worldwide by phone and by Email.
• Serving in the Joint Activities & Accountability Center ( Confidential ) dealing with high, or urgent, priority issues, VIP callers and any issues not resolved by the primary technicians.
• One of a select few chosen to assist Confidential Duty Officers in the Confidential Technology Operations Center (TOC)/Situation Room (SIT); involving site outages, large-scale system outages, server maintenance and any other issues not resolved by the Confidential .
• In coordinating with Duty Officers, Field Technology Officers, Windows Services Group, Unix Server Administrators, Program Developers, Program Leads, Supervisors and other personnel to determine a resolution for any outages occurring in Confidential ’s Technology Operations Center (TOC) / Situation Room (SIT).
• Troubleshooting and notation of software and hardware issues via Remedy relating to Microsoft Windows, Active Directory, Network Connectivity, remote connectivity via VPN dialer and RSA algorithm SecureIDs, and all other Confidential proprietary applications utilized by BEMS (Border Enforcement & Management Systems), CSPO (Cargo Systems Program Office), PSPO (Passenger Systems Program Office), TASPO (Targeting & Analysis Systems Program Office) or other Confidential Program Offices.
• Promoting awareness of security issues among management and ensuring sound security policies are reflected in our policies for password distribution.
• Ensuring application of Confidential Systems Security Policies when providing support to other government agencies (FBI, Confidential, ICE, Secret Service and DHS) using Confidential applications and systems.
• Perform account management duties as a PICS (Password Issuance Control Systems) officer.
• Ensuring security information policies, principles and practices are followed in the deliverance of IT services.
• Comply with Confidential ’s Security Policies regarding the use of my workstation, and in using special access that is granted to perform only authorized tasks and functions (i.e. Remote access) to assist users.

Confidential

General Clerk

Responsibilities:

• Performed steps in a prescribed or varied sequence, such as data retrieval, compiling worksheets utilized to coordinate the retrieval, printing, assembly and dissemination of Confidential Flood Insurance Studies and associated documents
• Maintained an eye for detail in performing all related tasks, utilizing multiple shippers to distribute heavy volume of paper and electronic documents to multiple end users.

Confidential

Customer Account Executive

Responsibilities:

• Accommodated limited range of subscriber requests, inquiries and complaints.
• Handled incoming calls, covering limited range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction.
• Answered customer questions for service problems, detail products and features, and resolve delinquent account balances.
• Corrected errors and discrepancies on customer billings as necessary.
• Prepared work orders for maintenance requests after determining if field visits are required, and ensures appropriate follow-up procedures are met.
• Performed billing and posting of customer accounts.
• Obtained assistance from Supervisor for complex inquiries.

Confidential

Administrative Specialist

Responsibilities:

• Provided administrative and call center support.
• Answered and research inbound customer service calls.
• Worked within a combination of accounting systems.
• Used developed procedures in resolving problems.
• Researched, verify, and process complex documents.

Confidential

Program Management Specialist

Responsibilities:

• Supported multiple Vice Presidents, purchasing requisitions, Purchase Card (Pcard) purchases, invoices for consultants and subcontractors, and travel and expense reports
• Served as contact on issues related to human resources, purchasing, and other departments, as well as external contacts such as customers, vendors, and subcontractors.
• Compiled and analyze moderately complex contracts, program, and financial data using Confidential, and prepared monthly status reports based on the results.
• Assisted in the review, analysis and reported to senior management discrepancies from Pcard procedures found through the review of monthly Pcard user statements and receipts to determine purchase that, against policy, may be fraud, waste, or abuse.
• Logged, tracked and reported on the monthly submission of Pcard reconciliations and providing file management of statements and supporting receipts.
• Participated in special projects as required.