Nakia T. Douglas

*** ********* *****, *******, ** 21222

Home: 410-***-****/ Cell: 240-***-****

E-mail Address: abm9ow@r.postjobfree.com

Summary:

Over 10 years of progressive experience in Customer Service, Administrative

Support Functions, and cumulating with Help Desk Support; An effective

communicator with strong written, verbal, listening, interpersonal, and

presentation skills. Ability to manage time productively, follow projects

through to completion; Detailed oriented and an organized team player with

the ability to work independently; Consulting and leadership skills with

the ability to work strategically, effectively, and confidentially with

management and staff to achieve organizational objectives and goals;

Ability to implement and improve policies, processes and procedures;

Committed to excellence in all projects undertaken. Prioritize daily

workload in a fast-paced and deadline-driven environment; effectively

handle multiple projects with shifting priorities and strong time

management skills with the ability to balance projects; Passion for

learning new technologies and applying new knowledge experiences.

EDUCATION AND TRAINING:

. Major: Bachelors Degree in Business Administration/Minor: Concentrating

in Accounting, Strayer University, Suitland, MD (initiated Fall 2005)

. Major: Business & Office Technology/Minor: Word Processor Specialist,

Potomac Vocational Training, Washington, DC (6/1999-3/2000)

Technical Skills:

. Software: SAP RP3 (710 Final Release; Version 7100.1.0.1027; patch

5), SAP R/3 (4.6-6.0; SAP Version Update, Release 3/640, Version 10-SVU)

- SAP modules of Materials Management (MM), Data Management (DM),

Financial Accounting (FI), Cross Applications (CA), Sales and

Distribution (SD), WBS, and more. Business Warehouse (BW), Gelco Travel

Manager, PRISM for Contract Module Management (CMM), SharePoint, Business

Objects, MSWord, WordPerfect, Excel, Power Point, PC Database,

Spreadsheet, Ramis, Actuate, Citrix, Lotus Notes, GroupWise, MS Outlook,

NOMAD and various Word Processing Applications

. Hardware: PCs

. Operating Systems: MS Windows

. Tools: Remedy, ITTS, HEAT Solutions

AWARDS:

. May 23, 2006-Office of the Chief Financial Officer PEER Award (Honorable

Mention as the "Rookie of the Year")

. April 25, 2007-SAP Version Update Project Award

. September 13, 2007-Center Director's Team Recognition Award

. December 2007 - Exceptional Achievement Award

. May 8, 2008 - Group Achievement Award

SECURITY:

. Certified at 2007-01-02 11:58:41.780 - Public Trust

(Investigation/Questionnaire for Public Trust Positions: SF85P Format)

EXPERIENCE:

IBM, 11/16/2009 - Present, SAP Help Desk Analyst (TIER III)/ Data

Management Sustainment Team - Provided support to the Navy ERP end users in

the following areas:

. Troubleshoot and provide functional SAP support to the Navy ERP

community with in the MM, WFM and SD.

. Provide primary sustainment support by maintaining daily Heat Tickets

in queue from TIER II, end users and staff.

. Maintain Navy ERP Production for creating and updating materials and

vendor request.

. Maintain DM Weekly Status Report.

. Maintain I-218 Material Master Interface Maintenance daily.

. Maintain I-821 Change Notice Run Interface (Once a month).

. Maintain CCR vendor Interface daily.

. Write procedure document to maintain I-941 CCR Vendor Interface, I-218

Material Master Interface & I-821 Change Notice Run Interface.

. Maintain DoDAAC and MAPAD customer interfaces weekly.

. Create local customers and supplemental customers.

. Verify end user's and staff request for NSNs/NIINs (materials) using

WebFLIS by creating/updating the Navy ERP interface.

IBM, 07/25/2008 - 11/13/2009, SAP Help Desk Analyst (TIER II)/ Material

Management Sustainment Team - Provided support to the Navy ERP end users in

the following areas:

. Provide functional SAP support to new and existing Navy ERP employees

with in the MM, FI, PS, WFM and SD modules.

. Responsible for ticket tracking by analyzing and providing solutions

to incidents reported by TIER I, end users, and staff.

. Identify and resolve customer issues in a timely manner via telephone

support and written correspondence for i.e. Purchase Requisition (PR)

and Purchase Order (PO) request.

. Forward any perceived trends in questions or problems related to

specific applications or functions to the appropriate party such as

TIER III.

. Collaborate with other team members and departments in troubleshooting

issues.

. Authoring Technical "How To" documents for the Navy ERP Knowledge Data

Base.

. Responsible for maintaining business requirements analysis,

development of detailed functional and technical specifications of

system interfaces, modifications and enhancements.

. Attend daily scheduled and unscheduled meetings to share, compare, and

resolve issues occurring with in the software applications or modules.

SGT (Stinger Ghaffarian Technologies), 07/31/07 - 07/2008, Project Support

Specialist III/Resource Analyst (PAAC II) - Provided support to the NASA

Goddard Space Flight Center and End users in the following areas:

. Create Purchase Requisitions in SAP.

. Schedule and Consultant Appointments request.

. Prepare supported documentation and presentations to assist NASA with

navigational processes.

. Capture current and pass Fiscal Year (FY) budget.

. Maintain Accruals and Actuals using Business Warehouse (BW) Reports.

. Maintain weekly communications Matrix Action for Network Group (CNE),

Application Services, Mission Engineering, and ODIN.

. Responsible for preparing and consolidating the Chiefs Information

Officer Weekly Summary of Significant Activities document that include

accomplishments, activities in progress, and issues/concerns from

multiple team leads.

. Responsible for consolidating, maintaining and posting the monthly

outages/alerts that interfere with the everyday activities for NASA

end users.

. Responsible for maintaining, preparing, and scheduling weekend

support.

. Maintain the Network Group website using Sharepoint software.

. Responsible for attending key meetings by sharing updated information.

. Responsible for vendor and product availability using the SEWP

Database system. This action also involves creating "Request for

Quote" (RFQ) for a particular purchase and vendor.

. Troubleshoot functional issues and support within SAP modules of

Materials Management (MM), Financial Accounting (FI), Cross

Applications (CA), Sales and Distribution (SD), WBS, and more.

INDUS CORPORATION, 12/06 - 07/13/07, SAP Analyst (TIER II), Vendor Request

Processor, specializing in the Procurement Modules - Provides support to

the NASA Goddard Space Flight Center and End users in the following areas:

. Create and release Purchase Orders, Requisitions, and Consultant

Appointment requests.

. Correct inconsistencies within Invoices and Good Receipts.

. Address workflow issue pertaining to missing PO and Requisition

request.

. Provide functional SAP training to new and present NASA employees,

which include performing instructor lead classes and performing one on

one.

. Attend daily scheduled and unscheduled meetings to share, compare, and

resolve issues occurring with in the software applications or modules.

. Prepare support documentation to assist NASA with navigational

processes and creating SAP Requisition notebooks for NASA end users.

. Remain current with Business Policy and Procedures relevant to

processing requests.

. Troubleshoot functional issues and support within SAP modules of

Materials Management (MM), Financial Accounting (FI), Cross

Applications (CA), Sales and Distribution (SD), WBS, and more.

. Responsible for comparing SAP, Business Warehouse (BW) and Funds

Control (FC) reporting tools for weekly matrix.

. Forward any perceived trends in questions or problems related to

specific applications or functions to the appropriate party.

. Responsible for ticket tracking by analyzing and providing solutions

to incidents reported by TIER I, SAP users, and staff.

. Perform data integration testing for CMM (Prism/PO) modules.

. Process all Vendor Request forms such as KRED, ZHHS, and ZPAC.

. Provide Help Desk Analyst duties as well.

INDUS CORPORATION, 1/06 - 12/06 - Help Desk Analyst/TIER I/Vendor Request

Processor, Prism Inc. (Temp), Bethesda MD

. Provide Call Management and Analytical support to NASA's GSFC IEMP

user community. Scope of sustaining engineering work encompasses user

support to Gelco Travel Manager, SAP Core Financial (Budget Execution,

Cost Management, Funds Control, Accounts Payable, Accounts

Receivables, Standard General Ledger, and Purchasing) and Business

Warehouse functions.

. Interfaces with NASA customers (user community) in collecting,

documenting, tracking, and solving or transferring user issues

received at the IEMP Help Desk via telephone calls, email messages, or

walk-ins.

. Assists users and coordinates with the Agency's Centralized Competency

Center in analyzing problems with the baseline software functions and

recommends changes or enhancements to business processes or software

functionality using Remedy.

. Responsible for following up on user calls, collecting metrics,

preparing presentations, generating reports, presenting materials,

attending key meetings and sharing information with other help desk

team members.

. Responsible for developing general knowledge base with Commercial of

the Shelf Software (COTS) packages (i.e. SAP, Gelco Travel Manager)

and gaining 'deeper' knowledge in one or more specific module areas.

Provide one-on-one training with the user community and other

analysts.

ENSPIER Tech. 1 years - VISTRONIX INC. 3 years (contracted rolled over-

5 year experience) 7/00-1/06, Administrative Customer Service

Representative II., Washington, DC - Provides support to Federal

Communication Commission and End users in the following areas:

. Answer multiple phone-lines and track calls daily by assisting

customers on-line within various FCC modules.

. Input various FCC documents such as the FCC 160, 161, 159 and 605

forms into the CORES and Regulatory/Fee Filer Fee Database System.

. Provide Regulatory/Fee Filer Fee database assistance, which allows

customers to track and pay outstanding bills.

. Send and receive mail daily to customers and various companies, as

well as prepare and move files to FCC's off-site storage.

. Assign FRN's to customers (Federal Registration Number) and verify

payments sent from debtors; Create labels and organize filing

cabinets.

. Utilize the Ramis, and Actuate Database's to track payments sent to

the FCC database for loan numbers and FRN's.

. Prepare documents for the Finance Department to evaluate before

sending outstanding debts to U.S. Treasury for collections.

. Track Mellon Bank documents that are addressed to the FCC.

. Proofread and made corrections on customer documents that was

submitted for processing.

CHILDREN'S MEDICAL HOSPITAL CENTER-8/02 - 5/03 (part-time position) Unit

Clerk (Neuro/Ortho) Washington, DC - Provides support to doctors, nurses,

patients and visitors:

. Transcribed doctor and nurse orders.

. Listed various documents within Children's Database.

. Prepared documents and equipment for new patients that were admitted

to my assigned floor.

. Organized and prepared charts for billing.

. Responsible for all Record Keeping.

. Provided customer service help to patients and visitors.

. Answered multiple phone lines.

. Direct visitors to patients assigned room.

. Cleaned, organized, and maintained the front station.

TELESEC CORESTAFF - 3/00-7/00 Administrative Assistant/File Clerk, Wheaton,

MD - Provided support to Federal Communication Commission Community, Staff

Director, and four team members:

. Organized Legislative History Files

. Prepared memorandums.

. Maintained a presentable workstation for the FCC Library Staff.

. Filed and included Legislative History into a database.

. Prepared labels.

STOREHOUSE FURNITURE DISTRUBUTION CENTER- 7/96-6/99 Customer

Service/Dispatcher/Clerk, Laurel, MD

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