Areas of Expertise

Capital Planning (CPIC) Desktop Support Help Desk

Customer Service Earned Value Management Project Management
Technical Proficiencies
Blackberry Home Wireless MS Office VBA
COTS/Custom Software PC Hardware MS Windows VPN
ProSight MS Project
Professional Experience
4/2010 9/2010 Academy for Educational Development Washington, DC
Technical Support Specialist II
Provided general computer support to AED and contracted employees at the DC head
quarters office using Windows XP, Office 2007, Sophos and other non-standard COT
S and custom applications through on-site visits and remote desktop tools. Trac
ked incidents using Service Desk Express. Environment was open and computers fr
equently went out of country, so spent many hours removing viruses from machines
.
7/2004 - 12/2009 - ITSolutions, LLC - Silver Spring, MD
OPM Help Desk (9/2009 - 12/2009)
Completed the data transfer process for a laptop deployment project involving 1,
500 laptop replacements for government and contracted employees at OPM.
FDA Infrastructure Support (4/2009 - 8/2009)
Provided general computer support to government and contracted employees at the
FDA using Windows XP, Office 2003, Adobe Acrobat, McAfee, MS SMS and other non-s
tandard COTS and custom applications through on-site visits and remote desktop t
ools. Supported remote VPN and Blackberry users. Tracked tickets using Peregri
ne ServiceCenter. Received an ITSolutions Team Appreciation Award for working w
ith my team to reduce the number of outstanding tickets quickly during a time wh
en we were receiving a large influx of tickets. Received an ITSolutions High Fi
ve Award for identifying a security issue in the procedure for remote wireless a
ccess. The issue was brought to the attention of the FDA CIO and Director of In
frastructure to begin modifying the procedure to resolve the issue.
FDA Data Center Migration (1/2009 - 4/2009)
Assisted the Task Order Project Manager on an infrastructure upgrade project wit
h Earned Value Management and team communications. My primary focus was to help
develop the initial baseline using contractual milestones and estimated resour
ce requirements provided by subject matter experts.
FDA Capital Planning (7/2006 - 12/2008)
Maintained the FDA implementation of Primavera ProSight portfolio management too
l. Installed and customized CPIC and EVM Fast Track packages provided by the v
endor and also synced data from the FDA instance to a separate HHS instance usin
g XML and a vendor provided sync utility. Customization included modifications
to calculate and automate values when possible to help reduce input errors and
adding additional functionality to comply with requests from the FDA CIO and bus
iness support teams. Provided analysis of Exhibit 53 Budget and Exhibit 300 Bus
iness Case documents and process improvement suggestions related to the use of P
roSight in CPIC activities.
Refined the baseline control process within the application to comply with OMB,
HHS, and FDA requirements for Earned Value Management. Improved the FDA portfol
io structure by eliminating duplicate portfolio items, streamlining data sync ma
ps, and developed more streamlined and user friendly forms. This improvement re
duced data transfer time by over 50% and reduced the number of user requests for
assistance. Developed a process within ProSight to capture and compare planned
versus actual investment costs which provided management with quantitative metr
ics for measuring performance; Received an ITSolutions High Five award as a resu
lt. During a period where FDA was reorganizing and transitioning through a cons
olidation, my team filled a gap and helped provide a near seamless transition; w
e received an ITSolutions Team Appreciation Award as a result. Worked on a tea
m that successfully gained business with the NRC in IT Project Management and re
ceived an ITSolutions Performance Recognition Award for my efforts.
FDA Call Center (7/2004 - 7/2006)
Provided general computer and custom application support to government and contr
acted employees at the FDA in a call center environment receiving phone, email a
nd web requests. Served as a mentor and training resource to fellow call center
representatives. Worked with FDA subject matter experts and call center manage
ment to develop and maintain documentation for Call Center operating procedures.
Supervised the evening shift of the Call Center for a little over a year of my
time there. Received an ITSolutions World Class Service Award for developing r
eports for use at the Call Center and Desktop support teams for senior managemen
t to analyze team performance.
9/2003 - 7/2004, 2/2002 - 1/2003 - Infinity Consulting/ASI Services/Staffing Alt
ernatives - Gaithersburg, MD
Backup Team Lead/Statistical Analyst (9/2003 - 7/2004)
Oversaw the non-administrative daily operations of a 30 member computer help des
k for Philip Morris as a contracted employee. Mentored help desk members throug
h performance monitoring and call coaching. Identified, recommended and impleme
nted process performance improvements to streamline operations. Provided hardwa
re, software and custom application support for approximately 2,500 remote users
. Supported the client through deployment of new laptops including data/profile
transfers and over-the-phone user training. Developed and maintained periodica
l statistical and trend analyses reports for the client. Received a STARS Award
for excellent performance.
Technical Analyst (2/2002 - 1/2003)
Provided hardware, software and custom application support for approximately 2,5
00 remote users in an incoming call center environment. Served as a mentor, sen
ior point of escalation and night shift training coordinator. Designed and impl
emented a training program in response to a corporate initiative limiting contra
ctor terms to 12 months and reduced training time from 4 weeks to 2 weeks withou
t reducing quality. Received multiple STARS Awards for my performance.
2/2003 - 9/2003, 7/2000 - 9/2001 - GEICO Direct - Fredericksburg, VA
Insurance Counselor
Provided advice and coverage options for current homeowners insurance policy hol
ders in an incoming call center environment. Sold and serviced flood insurance
policies as part of the National Flood Insurance Program following rules and reg
ulations set by FEMA. Trained fellow counselors on NFIP rules and Flood policie
s. Received a Customer Service Hero for excellent service and was licensed to
sell and modify Property and Casualty insurance policies in Virginia and over 30
other states.