Manager Customer Service

CHARITY H DRUMMOND

**** ********* ** *** **

FREDERICK, MD 21701

Phone: 301-***-****

Email: ********.**********@*******.***

Ability Summary

Proficient in dBase IV, WordPerfect, Lotus 123, Travel Manager, Network Scheduler 3, Windows, Access, Mysoft, Word Perfect, Excel, Orctel, Microsoft Word, Adobe Arobat Pro X, Applix, DAYS, Nortel SL100 switch, Procurement's Electronic Commerce (ECWeb) System, STRIPES (Strategic Integrated Procurement Enterprise System), CHRIS Training, OLC (Online Learning Center), NTC/LMS portal, AUCT

(AU Correspondence Tracking System), AUIT (Workers Health and Safety Issues Tracking system), EFAS (Electronic Funding Administrative System), Conference iPortal, Remedy and Sunflower.

Employment History

Program Analyst - June 2008 - June 2018

Project Enhancement Corporation, Germantown, MD

Subject Matter Expert- June 2006 - June 2008

EES, Germantown, MD

Subject Matter Expert- June 2004 - June 2006

SAIC, Germantown, MD

Asst-Material Specialist- June 1994 - June 2004

Verizon, Germantown, MD

Education and Training

June 1994, Jefferson High School

Shenandoah Junction, WV

High School Diploma

Business

Asst-Material Specialist and Subject Matter Expert

• Write requisitions for telephone and LAN installations, relocation, software changes and to add or delete voice mail;

•Make all necessary changes and do all programming in the switch (Nortel SL100) for all DOE-HQ telephones and accessories;

•Add, delete and change information for Voice Mail in Octel Voice Mail System.

•Verify charges for work completed in Compco Database System;Issue International calling cards and track within MySoft Database System;

•Office duties include filing, answering phone calls, faxing, shipping and receiving packages from various vendors, and assist Federal customers;

•Customer service experience;

•Troubleshot and analyzed phone problems, dispatching Technician when necessary.

• Issue pagers and Cell-phones, also do trouble shooting and track them in Excel;

•Prepare, approve, and submit and track requisitions within the ECWeb (electronic commerce) website now known as STRIPES (Strategic Integrated Procurement Enterprise System) for DOE HQ (GTN and Forrestal)

•Prepare monthly reporting indexes for work order and trouble ticket activities and provide support for the monthly billing activities;

•Activate and track all DOE-HQ wireless devices and services and submit requisitions into MySoft database system for proper charge-back to DOE-HQ Program Office's via the Working Capital Fund (WCF);

•Provide Quarterly reports to Program Offices for all DOE-HQ wireless (Cell Phones, Calling Cards, Pagers and Blackberry's) devices which are maintained and tracked by OCIO

•Prepare daily Wireless Tracking Report in spreadsheet format for Management; and

•Provide all wireless and telephone related vendor price quotes to establish Purchase Orders.

Program Analyst

•Responsible for the Inventory and making sure all records are updated in a timely fashion and working daily in the Sunflower system.

•Disposes of excess equipment and furniture.

•Maintains inventory and obtains quotes for purchases for all wireless equipment and associated wireless services.

•Works with the Office of the Chief Information Officer (OCIO) staff to order and activate equipment.

•Updates daily Sunflower reports.

•Notifies departing Federal and contractor employees of their out-processing requirements pertaining to inventory in their name. Developed an internal process flowchart for notifying employees.

•Primary contact for entering contractor training requests into the DOE CHRIS Workflow System, routes training requests for approval. Ensures new contractor employees are set up with CHRIS accounts as well as accounts on the Contractor Training site. Monitors and send out notifications to employees who have not completed mandatory OLC courses. Maintains training records and training inventory, and provides training reports to management as requested.

•Supports all of DOE with entering training requests for the National Training Center

(NTC) courses. Approves and requests accounts to be set up for DOE-wide (Federal and contractor) employees to attend classes at NTC through the Learning Management System (LMS).

•Provide assistance with the Weekly, coordinates with Federal staff the input to the Weekly Report, obtains Director's approval, and submits the weekly to AU-1.

•Maintains inventory of all keys that are issued out by to Forrestal and Germantown buildings.

•Move Coordinator for employee relocations, moves, or construction work at the Forrestal and Germantown buildings by coordinating moves, working with the movers and employees during moves, submitting any requisitions to Facility and ensuring removal of furniture and equipment to be excessed and or relocated.

•Backup for the Wardens/Monitors List; Emergency Call and COOP Accessions List;

•Telephone Directory;

• Processes employee requests for GETS Cards/WPS Requests/Access.

•Forms Manager, responsible for creating and revising DOE/HQs/AU controlled Forms utilizing Adobe Acrobat Pro X software to ensure forms are fillable and have digital signature capability if required. Maintains accountability listing for all forms. Coordinates with the office of primary responsibility contacts for forms development of new forms and/or revisions of existing forms to ensure forms are properly coordinated, revisions are made, and necessary approvals are obtained by entering all new/revised forms into the AUCT tracking system for proper approvals prior to submitting form to the DOE Forms Manager (IM-23) for positing forms on the DOE Forms website.

•Participates in the monthly OLC Administrators Conference call as well as the CHRIS Monthly Managers Conference call and Conferencing iPortal monthly conference call.

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