SUMMARY:

• Extensive software proficiency in Microsoft Office Suite 2010, 2013, MS Project, Windows Server 2008 R2, Active Directory, DNS, DHCP, Group Policies, Plateau/SuccessFactors versions 1204,1305, and 1408 LMS, Remedy, CPI, CMI, TimeTrax, Elite Enterprise, FileSite Document Management System, RIPS Portal, Siemens Portal, Right Now CMS, Remedy, Secundia, Superscan and Tenable Nessus, Skillstudio, Adobe Connect, Kali Linux, UNIX WireShark, ZenMap, Github, Sublime Text, HTML, CSS, Oracle SQL, AICC and SCORM content standards.
• Critical thinker with an aptitude for studying, enhancing, and modifying work processes.
• Resourceful and flexible team player who thrives in environments requiring the ability to multi - task and constantly reprioritizing multiple projects.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Program Analyst

Responsibilities:

• Led beta and regression testing of production environment of learning module within the Human Capital Management suite with a particular focus on content communication.
• Administered federal LMS system supporting 70,000 users, managed multiple projects from initiation through completion and closing.
• Conducted detailed analyses of complex functions and work processes of broad administrative or technical programs and made recommendations for improvement in the effectiveness and efficiency of work operations.
• Developed new methods, organizational structures, and management processes based on root cause analysis.
• Counseled and advised program managers on methods and procedures, management surveys, management reports, and control techniques.
• Developed training content for large - scale field operations.
• Coded registration notification templates.
• Uploaded and tested SCORM and AICC content as well as IMS manifest files.
• Built interactive web-based content using Storyline Two.
• Developed rating scales of level one and level three surveys; utilized Likert scale for quantitative analysis.
• Led focus group discussions with multiple stakeholders.
• Supported two separate enterprise-level LMS system upgrades and oversaw all system testing.
• Developed upgrade test scripts, and tracking documentation, and coordinated various testing initiatives with internal and external stakeholders.
• Developed configuration guidelines for development, testing, and production environments, and assisted in the maintenance of those environments.
• Developed Training Point of Contact web-based beginner and advance training curriculum.
• Provided one-on-one, instructor-led training for new LMS administrators.
• Managed system configuration changes to ensure optimal level LMS system performance is at optimal level.
• Led projects associated with LMS curricula and assignment profile management data integrity.
• Tested courseware and application modifications prior to their release into production environment and assist in regression testing of the LMS before new product release.
• Led regular meetings involving multiple stakeholders to coordinate project activities and communication.
• Developed, monitored, and updated project schedules to ensure projects are completed on time.
• Tracked and reported on all project activities and deliverables.
• Maintained and administered project documentation via SharePoint.
• Developed and edited standard operating procedures documenting helpdesk processes and policies.
• Updated and maintained system administrator workflows.
• In addition to project management duties, provided guidance to the helpdesk project manager and technical SME in order to resolve inquiries regarding agency LMS.
• Reviewed helpdesk ticket responses and operations.
• Assessed helpdesk performance and quality through regular quality assurance monitoring.
• Facilitated communications with various internal and external stakeholders and system administrators.
• Exceeds Expectations rating awarded during Fiscal Years: 2015, 2016, 2017 and 2018.

Confidential, Mclean, VA

Program Support Specialist

Responsibilities:

• Maintained administrator roles and workflows, OLC systems domains and domain restrictions, and OLC training items/curricula and assignment profiles within the SuccessFactors/Plateau Learning Management System.
• Assisted in developing and implementing new items and curricula for new and existing OLC administrators and training points of contact; educating training managers/training specialists on best practices for using the SuccessFactors/Plateau Learning Management System to manage the airport training functions; gathered requirements and testing methods for assigning training; and utilizing the system to meet business needs; interview administrators to collect information and lead thorough diagnostic procedures to determine source of issue.
• Developed configuration guidelines for development, testing, and production environments, and assist in the maintenance of those environments.
• Created searches/queries and gathered, customized and disseminated training data reports to build routine requests used by field OLC administrators and HQ programs offices.
• Participated in documenting business rules, processes and procedures for use of the OLC learning management system and functionality; drafted and revised test scripts and Job Aids for Administrator functions.
• Assisted with contracting processes in order to provide OLC with the best services/products to meet the agencies training needs.
• Tested courseware and application modifications prior to their release into production environment and assisted in regression testing of the LMS upon release of new product releases.
• Tested functionality of version b1305 during enterprise-wide LMS upgrade; escalated unresolved functionality and configuration issues to the vendor.

Confidential, Vienna, VA

Program Support Specialist

Responsibilities:

• Maintained administrator roles and workflows, OLC systems domains and domain restrictions, and OLC training items/curricula and assignment profiles within the SuccessFactors/Plateau Learning Management System.
• Assisted in developing and implementing new items and curricula for new and existing OLC administrators and training points of contact; educated training managers/training specialists on best practices for using the SuccessFactors/Plateau Learning Management System to manage the airport training functions; gathered requirements and testing methods for assigning training; and utilized the system to meet business needs; Interview Administrators to collect information and lead through diagnostic procedures to determine source of issue.
• Created searches/queries and gathered, customized and disseminated training data reports to build routine requests used by field OLC administrators and HQ programs offices.
• Developed configuration guidelines for development, testing, and production environments, and assist in the maintenance of those environments.
• Documented business rules, processes and procedures for use of the OLC learning management system and functionality; drafted and revised test scripts and Job Aids for Administrator functions.
• Assisted with contracting processes in order to provide OLC with the best services/products to meet the agencies training needs.
• Tested functionality of version b1305 during enterprise-wide LMS upgrade; escalated unresolved functionality and configuration issues to the vendor.
• Ran administrative diagnostic tools including: Group Policies updates and Internet Protocol Configuration.

Confidential, Washington, DC

System Integrator

Responsibilities:

• Transported and integrated desktop and laptop workstations.
• Uploaded system image including productivity software, device drivers, and anti-malware applications to workstations.
• Installed hardware on laptop workstations including random access memory.
• Installed and configured Windows 7 and Windows 8 Operating Systems on laptop workstations.
• Represented the firm at Confidential small business forum.

Confidential, Columbia, MD

Tier One Help Desk Specialist

Responsibilities:

• Provided support and first line resolution to program team members; escalated questions, issues, and concerns to Account/Operations Managers as necessary.
• Updated Standard Text and Frequently Asked Questions as requested by Account/Operations Managers.
• Identified, researched, and resolved user questions and problems related to the SuccessFactors LMS User and Administrator interface, including versions 6.3, 6.4, and 7.0.
• Tested courseware and application modifications prior to their release into production environment and assisted in regression testing of the LMS upon release of new product releases.
• Interviewed users to collect information and led user through diagnostic procedures to determine source of issue; identified, researched, and resolved system and network environmental issues related to application performance including: application and plug-in configuration and system image compatibility.
• Logged detailed description of unresolved issues into trouble ticket system and managed trouble ticket to closure.
• Escalated unresolved issues to appropriate point of contact.

Confidential, Arlington, VA

Bartender

Responsibilities:

• Interacted effectively with a diverse customer base via telephone and in person.
• Managed inventory, coordinate with distributors.

Confidential, Reston, VA

Intellectual Property Docketing Clerk

Responsibilities:

• Created, edited and updated spreadsheets, form letters, and official firm correspondence.
• Researched client requirements, with the goal of integrating requirements with internal capabilities. Briefed and prepared Q&A’s for first line, second line, and senior managers.
• Prioritized and assigned action items, due dates for associate attorneys and partners; identified items requiring expedited action, including follow up to ensure deadlines were met.
• Initiated trademark and foreign patent applications, to include working with German language original documents and translations. Coordinated with multiple internal and external work units.
• Processed and analyzed litigation material, including identifying items requiring additional attention from senior litigator. Many of these tasks were both high priority and short fuse requirements.
• Tracked over 40,000 patent applications using the CPI docket management system, ensuring follow-up on escrow payments, patent expiration, and patent status.
• Attended university on full-time basis while working; left this position to complete degree requirements.
• Earned Outstanding Performance Award in 2009.