MichelleSoutherlandFrazer

***** ******* *** #***, ****** Spring, MD 20906 Tel: 240-***-****

Email: acsmkf@r.postjobfree.com

Objective

To obtain a creative and challenging position that will enable me to gain valuable experience, which includes, but not limited to: Web/Application/GUI Development, Web Based Forms, Customer Support, as well as other technical skills/abilities. The position will allow for personal growth where professional experience, education, knowledge and abilities stand as an advantage.

Strengths

Proficient in high-pressure, customer-oriented environments

Skilled in developing interfaces, forms, and etc.

Skilled in motivating, interacting with the public, as well as, customer service, and Data Entry

Strong communicator exhibited by skills in working closely with Customers/Clients, (Government and Public Sector), to identify and resolve problems; ability to convey technical concept to non-technical audiences

Experience using Government Travel Management Software, Purchasing Software and Visa/BPA purchases

Solid Professional and academic experience; utilizing technical skills and problem solving abilities to assess end-user needs, develop solutions and track progress

Disciplined and well-organized in work habits, with the ability to function smoothly in pressure situations, which consist of meeting deadlines

Ability to identify problems and implement effective solutions with minimal supervision

Skilled in System Administrative Support, which includes but not limited to Help Desk functions, (using REMEDY / JIRA), Configuration Management, working with Graphical interfaces, and other extensive Software Engineering/Analyst Functions

Skilled with 508 Compliance/PDF Remediation (REDACTED Content and 483s Included)

Skilled with CSS Bootstrap

Implemented code for Mobile Responsive Sites / Sections & Pages

Blog Administrator

Skilled with Form Development and Creation

Skill using MS Office 2010

Ability to communicate technical and non-technical information effectively

Developing and maintaining content using proprietary portal development environments such as SharePoint

Creation of Wireframes using Photoshop

Expertise with electronic image formats / Photoshop

Skilled using Drupal Content Management System to include working with Taxonomy hierarchies

Skilled using Oracle Site Studio Contributor

Knowledge of Drupal Architect (back-end) / PHP {Coding Not Included}

Languages

HTML, SEO, CSS Bootstrap, Google Analytics / AdWords, Axure (Limited Knowledge), XHTML, ColdFusion MK7, Cascade Style Sheets (CSS), EPRISE Content Management System, DRUPAL Content Management System (Taxonomy Included), Oracle Site Studio Contributor (WCMS), JIRA Ticketing Tracking Software, MS Project, Visual Basic, Access/DBA, SVN (Tortoise), Adobe Forms (designer 8.0.0)/LiveCycle, Adobe Photoshop CS6, Approve IT Software, Dreamweaver 8, Excel, PowerPoint, Form Flow, FrontPage, QuarkXPress 4.1, Remedy Ticketing & Tracking Software, PureEdge (LOTUS NOTES) 6.5 (viewer and designer), JAWS, and Section 508 Compliance

Scripting Language

JavaScript (Basic to Intermediate)

Experience

08/2012 - Present GlobalNet Services Inc. Rockville, MD

Section 508 Content Specialist/ Web Developer

Updates to FDA.GOV/ - Food & Drug recall site (http://www.fda.gov/Safety/Recalls/default.htm)

Updates to Inside FDA as well as other FDA web updates using Oracle Site Studio Contributor to include Internet & Intranet updates/page creation(s)

Applying 508 compliance & accessibility to files which includes, Images, Microsoft Office/PDF documents, specializing in tables, to include linking table headers and applying scopes to rows and columns using CommonLook (Adobe Plugin).

To create and update New Hire On-Boarding Site using Oracle Site Studio

Upload images associated to Recalls / web updates to the assigned Flickr Account on www.flicker.com - To include adding the files brand name, applying image(s) to assigned set, and incorporating tags which would allow for user search(es)

Updates to Company SOP’s/Functional Training Documents

Provides periodic on-call support afterhours (9A – 10P)

Process incoming images/photos using Photoshop (to include resizing/adding alt text) as well as working with incoming media files

Lead SCRUM meetings

Update/correct broken links via FDA.gov websites.

Working with Drupal CMS/updating code

Upload completed content to Sharepoint

Application migration for Mobile Responsive content

Created new pages/sites for Mobile Responsiveness

Assist site-owners in troubleshooting, content migration, adding new functionality and related tasks.

Applying CSS Bootstrap to web pages/sites/sections

Team lead QA(er) for remediated (508) PDF’s completed by other team members

Ability to communicate technical and non-technical information effectively

Developing and maintaining content using proprietary portal development environments such as SharePoint

Provide update(s) to Contingency page(s) using ColdFusion

Applying Build Notes to ColdFusion updates

Applying the ‘Commit’ (Tortoise - SVN) process to page updates completed in ColdFusion

Experience working with Drupal 7

Process incoming tasks

Working with External/Internal Stakeholders

Providing LOE for incoming tasks

Assigning tasks to team mates

Broad knowledge of contributed modules, and module development.

Broad knowledge of PHP Code

12/2011- 05/2012 ADG Technology/REI Systems (SBA.gov Contract) Sterling, VA

Help Desk Web Support Analyst

Managed Web projects such as updating program office Web pages, creating new public-facing (External/Internet) and Intranet sites.

Utilized a variety of information technology software applications to create recurring and ad hoc reports and presentations.

Develop white papers on customer relationship management, web analytics, performance management, user assessments, and other related topics provided based on incoming requests.

Present training materials to various audience types, including authors and moderators on a variety of topics.

Updates to SBA.GOV District Offices websites using DRUPAL/HTML

Updates to Small Business Blogs as the Blog Administrator

Applied 508 compliance to Microsoft Office/PDF documents

Created new user accounts

Added users to various groups/applying set roles using Drupal

Reset passwords per request

Created quick reference guides for users upon request

Resolved/Provided troubleshooting resolutions for users via email/telephone

Testing of website for 508 compliance

Formulate recommendations, as needed, for process and product improvements.

Enter data into federal database, verify accuracy of data and reconcile errors; request missing information.

Work as a liaison between Customer, program staff and development teams

Determines and analyze user interface problems and orients users on new or changed procedures.

Coordinates action items and program deliverables with client and development teams.

08/2010- 09/2011 Parker Tide (Contract for Health & Human Services) Washington, DC

Computer Analyst

5 person team supporting a staff of about 120

Provided technical support of departmental servers and networked applications.

Maintained/created code (ColdFusion) for existing database applications (MYSQL)

Created new applications (using ColdFusion) as needs develop. (ColdFusion interface shown from, below link) http://aspe.hhs.gov/

Assisted application users, respond to requests for improvements and resolve computer-related problems also to include connecting local/network printers

Evaluated work load and capacity of IT network to ensure that goals are met and those programs are compatible with other programs already in use.

Provided recommendations for improvements in network systems.

Debug and administer MySQL database for Internet web sites. Including backups, table creation and consolidation.

Maintained Proliant MS Server 2003 data availability through scheduled backups of all databases supporting web and intranet content. Maintain and backup to include weekly backups with tape backups executed monthly.

Designed, redesigned and enhanced for user interfaces using ColdFusion for various applications.

Designed and enhance reporting functions and information retrieval via web-technologies and MS Office applications

Assist in the needs assessment, redesign and development of the database to adequately serve its purpose for the long-term use and expanded role with users.

Provide for software and hardware monitoring to plan updates and maintenance as well as hardware and software installation

AV Setups to include, SmartBoard/Projector/Laptop/Microphone/Power Point Slide Changer, file conversion, and presentation display.

Maintained Division laptops used for AV Setups, to include running updates, testing web links for meetings, installation of software

Microsoft Outlook 2007 configuration, calendar creation, meeting schedule/invite. Dual mailbox owner, setting permissions/rules, sharing mailboxes/calendars

Created secured folders saved to a designated network path

Timely turnaround on document conversions to 508 compliant HTML and Web Page Development as required

508 compliance versions used for PDF’s, as well as MS Office Applications

Create any requested Automated files/documents using Adobe LiveCycle

07/2009- 11/30/2009 Alta IT Services Alexandria, VA

Technical Analyst for Patent and Trademark

To process/create server/workstation/testing request forms using Remedy Management Console.

To maintain Support Services mailbox for folder/project creations as well as incoming requests.

To create tasks in EAMS (Enterprise Asset Management System)

Assign SSC support staff to an SSRF (Support Service Request Form)

Maintain the SSRF form and version control.

Create weekly reports for Management providing status and metrics on SSRF (forms).

Maintain a system to track each SSRF with a status on the SSRF until completed

Create or assign creation of a DB to track SSRF’s as they proceed through the SSRF process to completion and closeout. The DB will also provide reports on the SSC & SSRF’s

Work with, assist and task SSC support staff as needed

Attend meetings, setup meetings and meet with requestors (PMG & SDMG etc.) & Support groups to refine process and identify problem areas and make recommendations for change

Give a status to the requestor within 3-5 days of initial acceptance of the SSRF

Maintain the electronic signatures to be included on all emails sent from the SSC RSSB mailbox

Maintain the SSC shared space folders containing all SSRF’s for all projects. Store them in folders identified by Fiscal Year and then sub folders by each project name

Follow up with requestor, setup meetings and provide guidance for information that is necessary to their SSRF. Such as provisioning forms, storage forms, PPS codes and more

Create Access Database interface redesign

Creation of Request forms from Word to PDF and designed as web based forms to allow functionality for routed submissions through backend coding.

Create Web Base Request forms using Adobe Designer 7.0 with XML code in the backend for functionality purposes (printing/email submissions/digital signatures/saving to other media/calculations (pertaining to dates).

11/2007-07/2009 HP (Hewlett Packard) Washington, DC

Help Desk Call Coordinator for US Senate

Call Point of Contact for state level Senate offices to schedule appointments, for hardware repair, confirm addresses, update new state sites, office hours and any other pre-technical questions before dispatch.

Answer incoming calls from state Senate offices regarding hardware replacements, defective equipment or any possible over the telephone troubleshooting for Servers/Workstations/Printers/Fax Machines/Software & etc...

Liaised with existing customers and Out of State Field Engineers to ensure the successful installation of new hardware/repair of defective equipment.

Entered all new updated ticket information and saved within the Peregrine Ticketing System for continued updates through successful resolution.

Schedule Field Engineers for onsite hardware/software fixes.

Ordered parts through Hewlett Packard’s Parts Warehouses by entering Senators information into the WFM application, maintained and updated Clients information in database

Researched computer parts from all warehouses/HUBS in each state for possible shipping if not available locally

Worked with UPS/FEDEX for parts status/delivery times & lost/delayed package resolution.

Closed tickets based on successful trouble shooting process, and approved by onsite Manager/POC requests, that the issue(s) have been resolved.

Attend weekly telephone conference calls to provide status and any update, concerns, or suggestions.

7/2006-3/2007 SilkRoad technology inc Winston-Salem, NC

Web Application Implementation Developer/Trainer

Management of multiple complex software implementation projects with the expectation of meeting and exceeding company standards

Configuration of new and existing accounts for newly deployed/newly updated web portals

Liaised with existing clients/customers to ensure the successful implementation of new account features had been implemented

Assisted support units to ensure the continued use of the application, by existing accounts, had been achieved at a high level

Performed QA/QC of newly created web portals and web based forms

Created web pages using HTML/DHTML/ColdFusion/External & Internal CSS/ JavaScript/Dream Weaver

Created web forms with advanced validation and functional command buttons

Published approved, web based forms

Created links within homepage created, functional images, worked with tables, embedded images within nested tables, frames, graphics with text aligned within scope of requirement

Created functional navigation/CSS/Banners/Images

Documented developed training material through newly created UAT’s

Advanced knowledge of Microsoft Office applications (2000,2002,2003)

Intermediate to Strong comprehension and experience in ColdFusion, HTML, CSS, minimum/limited JavaScript

Set up Conference/WebEx online conference calls for Client meetings to consult/drive/exhibit completed milestones pertaining to client(s) newly created web portal before the GO LIVE Process which is conducted based on clients approval and confirmation to go forward

Recording of WebEx conference calls (audio & Web presentation)

Converted Word based forms/documents/files into PDF Files

Created field/labels for PDF forms/files/documents for database/content management purposes

Saved files via FTP

Saved all files on additional backup servers

QC/QA each form

Troubleshoot broken links within web portals

Created user profiles with login id’s as well as generic passwords which would be altered based on the Company’s requirements.

Timely turnaround on document conversions to 508 compliant HTML and Web Page Development as required

508 compliance versions used for PDF’s, as well as MS Office Applications

Create any requested Automated files/documents using Adobe LiveCycle

9/2005-7/2006 Paradigm Solutions Corp Rockville, MD

PureEdge Forms Developer

Designed web-based forms for HUD, (Housing Urban Development), using PureEdge Form Design software, (Designer 6.5 & Viewer 6.5) – NOW CALLED LOTUS FORMS.

Worked closely with existing in-house employees, as a Resource for creating forms with the PE tool.

Provided PureEdge’ capabilities, as well as the process for incorporating backend code for functionality

Programmed backend using XML

oTo be included were the business rules,

o XML schemas

Testing which included documenting any and all testing issues/concerns which were derived from scheduled, client on-site UAT Testing (20 Users).

Coordinated training courses for new users

Used Snag It 8.0 to capture web based screen captures for creation of user guides.

Created documentation with steps included outlining any and all steps within portal/the overall system, as well as binding all new manuals and any other documentation needed for training.

Quality Assurance & Quality Control process per formed

Thorough testing of its required functionality

Created interfaces which may/may not include graphics/objects

Created toolbars, using PureEdge

Photoshop,

Assisted Requirements team with use case-scenarios, as well as end-to-end integration.

Assisted the Requirements Team with assessing system capabilities, forms requirements, client requirements and incorporated processes into verifiable use cases and workflow processes.

Timely turnaround on document conversions to 508 compliant HTML and Web Page Development as required

508 compliance versions used for PDF’s, as well as MS Office Applications

Create any requested Automated files/documents using Adobe LiveCycle

Interests/Goals

Completing an Adobe Certification Program for Experts (to Include all Macromedia tools used for Web Development)

ColdFusion Certification

Web Design

Form Development

Documentation

Research

Education

Jan 2016 – Jan 2017 Full Sail University

MS., Internet Marketing

1995-2000 Winston-Salem State University Winston-Salem, NC

B.S., Management Information Systems

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