PROFILE I have seven years of experience in Information Technology and Data Administration for a private corporation and government agencies whereas, I obtained a DHS Public Trust and a Security Clearance. Even though my expertise consist of running and manipulating reports primarily utilizing the Microsoft Office programs, I was able to expand my horizons from Information Technology to handling federal travel documents via the Federal Financial Management System and FedTraveler program.

TECHNICAL EXPERIENCE

WORK EXPERIENCE

Confidential

• Grant Thornton LLP is the American member firm of Grant Thornton International, the sixth largest accounting network in the world by combined fee income. Grant Thornton LLP is the sixth largest U.S. accounting and advisory organization
• Monitored the FPS HQ Budget e-mail for various documents to print and furnish to the FPS Funding Official.
• Created, updated, and completed Obligations via the Federal Financial Management System FFMS .
• Responsible for furnishing the FPS Approving Official with completed Receiving Tickets
• Contacted and informed the CO and/or the COTR, via e-mail, when their Receiving Ticket s have been funded and approved.
• Conversed with the FPS Funding Official pertaining to various documents that required immediate updates.
• Worked with FPS personnel to assist with the goal for getting the outstanding invoices completed.
• Met with the Financial Management Support team to discuss what we have done and what needs to be done to ensure FPS FMD is completing and staying up to date with assigned responsibilities.

Confidential

• TSA - Security Technology Integrated Program STIP is a TSA wide data management system that provides a centralized focal point connecting passenger and baggage screening security technologies to one network, addressing current data, threat response, and equipment challenges. Department of Homeland Security DHS ICE is responsible for investigating a wide range of domestic and international activities arising from the illegal movement of people and goods into, within, and out of the United States.
• Provided Tier I II phone and e-mail support for the Transportation Security Administration TSA Department of Homeland Security DHS personnel.
• Supported a variety of different security machines at several airports nationwide
• Responsible for verifying TSA DHS user credentials
• Notify TSA when x-ray devices were disconnected from network
• Receive, process, create, and assign tickets into Altiris Help Desk Solutions BMC Remedy User for helpdesk inquiries received via phone or email
• Responsible for sending the DHS /TSA point of contact the procedures to troubleshoot problems
• Grant access and unlock user profile, per request, within FedTraveler and Federal Financial Management System FFMS
• Assist travelers with creating and completing their Travel Authorization and Expense Report within FedTraveler
• Responsible for maintaining company's standard operating procedures to ensure that the Service Level Agreements SLA are being met

Confidential

• Freddie Mac was chartered by Congress in 1970 to provide liquidity, stability and affordability to the U.S. housing market. Its headquarters are in McLean, VA with regional offices in Atlanta, Chicago, Dallas, Los Angeles and New York There are approx. 5,300 employees working at Freddie Mac nationwide.
• Configure and install workstations, along with the peripheral equipment needed to ensure that the end users have the ability to fulfill the assigned business responsibility
• Conduct a 1.5 hour technical orientation training for all new Freddie Mac employees four days a week
• Conduct and maintain hardware inventory of all equipment used for the orientation
• Run a custom script on all laptops/desktops, prior to the employee receiving the assigned equipment
• Identify, troubleshoot, and resolve hardware, software, and network related issues the end-users face on a daily basis
• Utilize a Desktop Asset Report Tracking Systems DART to record problems, actions taken, and installation activities
• Install SQL Developer software on users pc per request
• Perform routine desktop support remotely or in-person
• Execute Backups and Restores per request for various types of end users

Confidential

Technical Support Experience

• Served as the liaison to the system administrator for all technical issues at National Headquarters
• Performed desktop support to headquarters staff and phone support to remote members daily to successfully solve all levels of problems
• Utilized Active Directory to unlock user accounts, change/disable/enable user passwords in a timely manner
• Routinely assist the remote vendors and contractors with onsite technical issues
• Responsible for coordinating and communicating all scheduled server maintenance
• Set up LCD Projectors and laptop s for all project status meetings
• Modify custom reports using FoxPro Query and Crystal Reports for Executive Director
• Modify tables with SQL Databases using Enterprise Manager for Executive Director
• Occasionally revise and update website content to allow members to successfully register and process payment transactions
• Train co-workers on the use of the proprietary database application
• Maintain the Headquarters trouble ticket binder

Customer Service Experience

• Assigned with the most complex customer service issues as a result of outstanding ability to promptly resolve concerns and satisfy customers
• Assisted the Sorority's National Board and Regional Officers with regional level and national level membership concerns
• Provide skillful phone support to over 30 members on daily basis
• Respond to ample amount of emails daily to assist members with a mixture of account dilemmas
• Served as department liaison at annual Technology Task Force Committee meetings
• Assist with updating the Standard Operating Procedures SOP book by creating instructions/ procedures required to complete various tasks
• Update members general information, per customer request, received via mail, email, and fax

Confidential

• Travel to seven Regional Conferences or one National Convention annually
• Assist in install, setup and configuration of all conference and convention center laptops including cyber caf
• Provided quality assurance reports on member's credentials to Credentials Committee
• Troubleshoot network/local printer issues also supported network and local badge printers
• Provide customer service support to 12,000 members and all Special Adjustment related issues