OBJECTIVE:

Brings a solid 20+ year track record of proven customer service and sales experience with over 17 years in managerial positions. An effective leader who professionally attains the respect of those managed and served. Achieves high levels of service with excellent success in attaining new, expanding existing and rescuing troubled accounts and systems through solid communication skills while exhibiting and demanding the “3 P’s”

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

Senior Functional Analyst

Responsibilities:

• Provided all team members with training on the eGrants and Member Portal system functionality
• Accompanied team members to meetings with client program staff
• Proof read “as is” documentation prior to turning over to client for accuracy of functionality
• Wrote “as is” and “to be” use cases
• Wrote document regarding the top ticket issues concerning the eGrants system

Confidential, McLean, VA eGrants Help Desk Manager

Responsibilities:

• Managed the eGrants Help Desk and its staff of eight (8) for enGenius who was the prime contractor on the Confidential OIT CFMS contract
• Trained new personnel, both internal and external, on the system and business practices of Confidential and the eGrants and applicant/member portal software
• Provided eGrants system administration for a multitude of areas formerly handled by Confidential & Community Office of Grants Management & OIT staff
• Provided help desk representation and reporting at client meetings
• Provided system testing on a daily basis to make certain system is functioning properly
• Worked with client and contracted development personnel on the MyAmeriCorps portal while keeping users, developers and staff informed of system issues; users mood while avoiding conflict due to system bugs; finding workarounds for mission critical functions impaired by bugs
• Provided assistance to the systems external grantee user community handling over 1600 instances per month with an on time resolution in excess of 99.2% for seven years running
• Resolving issues having a negative impact on the primary external users of the eGrants System

Confidential, Washington, DC eGrants Help Desk Manager

Responsibilities:

• Due to the filing of a Chapter 7 bankruptcy Confidential immediately identified nine (9) Confidential personnel on their CFMS contract as being mission critical for continuity of service to become temporary Federal employees.
• Primary emphasis was to provide service for the eGrants Help Desk and its 25,000 external users.
• A team of three continued to provide exemplary coverage while exceeding the metrics established of resolving over 96% of all contacts on time.

Confidential, Lanham, MD eGrants Help Desk Manager

Responsibilities:

• Manage three help desks of ten (10) individuals on site at the Confidential. Duties include hiring, terminating, scheduling, training and writing performance reviews
• Created and implemented Project Plans for annual new computer hardware rollouts, annual computer hardware inventory and other tasks as assigned
• Work hand - in-hand with other team leads and managers on contract to promote a total team environment
• Created Policies & Procedures for use by all help desks that was selected as the standard by the client
• Created new hire training program and material for the two program specific help desks and provided continuing educational opportunities to existing help desk staff
• Raised contractual on-time performance metrics percentage by two help desks (eGrants & Desktop Support) from an average of 60.2% in spring of 2003 to a four (4) year average of 99.7% through implementation of written policies & procedures
• Managed the Database Team (staff of 8) with regard to the client’s Progress Report process. This entailed making certain that developers and database administrators were meeting with and obtaining requirements for code change, contract staff were staying on schedule and hat releases were 100% complete and successfully loaded.
• Provide Confidential representation at various client meetings and conferences. Served on several client committees/groups and created a positive result driven image in the eyes of the client.
• Provide testing of new software development for both headquarters and client as well as conducting training sessions for staff (internal & field) and external users of new system
• Handle second tier issues to make certain that help desk staff have explored all avenues of resolution before escalating
• Assist Confidential headquarters staff in the writing of proposals and at industry trade shows

Confidential, Annandale, VA

Contract Executive Assistant

Responsibilities:

• Short term contract positions were held with the General Services .
• Administration & the Confidential
• Assisted Confidential staff in the development of the eGrants
• Peer Review Application process and supervised a team of seven (7) temporary personnel providing assistance with the Peer Review Selection process for Confidential grant applications
• Served as the Executive Assistant for the GSA Director of the Supply
• Warehouse facility in Springfield, VA primarily in Inventory Control and Document Management. Additional duties dealt with business development for Confidential at public sales

Confidential, Washington, DC

Director of Catering Sales

Responsibilities:

• Managed a sales staff of five (5) inside and outside sales associates in sales and marketing of thirty-two (32) restaurants in metro-Washington, Philadelphia, PA and Wilmington, DE. By assisting the corporate web designer raised monthly sales in excess of 10% while closing in excess of 90% of catering proposals written for a ten (10) month total in excess of $1.5 million.

Confidential, Alexandria, VA

Customer Advocate Team Lead

Responsibilities:

• Created Customer Care training program for new hires while conducting new web site releases while providing experience, information
• Suggestions to other departments towards future releases. Also worked with other departments resolving issues dealing with product vendors.
• Continuously rated as the top advocate and one who set the bar high for others to follow.