Lisa Fletcher

**** ******* **** ********** ** ***32

202-***-****

QUALIFICATIONS:

oHolds a Public Trust Clearance

oHDI Customer Service Certification

oAbility to work in both independent and team environments

oExcellent communication skills

oStrategic-relationship/partnership-building skills: listens attentively, solve problems creatively, and uses tact and diplomacy to find common ground and achieve the proper outcome

PROFESSIONAL EXPERIENCE:

January 2015- Present Insight Tech Solutions, Inc. / SEVP DHS ICE Arlington, VA

Level 1 Program Analyst

Department Homeland Security

(Subject Matter Expert)

oAnswers inbound calls from students and school officials

oEscalates tickets to tier 2 if they cannot be resolved on first call

oUses Remedy to create tickets and escalate tickets for school officials

oHas had training to use SEVIS system and Ad-hoc to look up student’s information

oVerifies user information in Ad-hoc and SEVIS to reset password for school officials

oUses excel spread sheets and pivot tables to create productivity reports

oAssist in training new hires by allowing shadowing

oUses Avaya phone system

oProvides guidance and direction to subordinates to ensure that project deliverables are met

oEnsures that all materials and supplies are ready for daily operations at the beginning of the shift

oAssists the Quality team with training and development

oSubject matter expert in school cert for level 1 side of contract

oHandles escalated complaints from customers

October 2010 – January 2013 Phacil, Ink Arlington, VA

Website Technician HUD Single Family

(Subject Matter Expert)

oProvides customer service to HUD NSC Staff and Lenders

oCreated and Deleted users accounts in Active Directory

oPosted files on the SF-Dart Website using Citrix/ Dav Tree

oGenerated Ad- Hoc request for all lenders

oAssist users in obtaining reports needed

oMailed letters to lenders every quarter for ranking from HUD

oCreated spread sheet for all Helpdesk Tickets for the month

oAssist lenders such as BACM. GMAC and Wells Fargo in receiving ranking information

June 2010 – October 2010 Net. America

HUD Helpdesk Analyst Upper Marlboro, MD

(Subject Matter Expert)

oHelp Desk Analyst for the HUD Multi-Family helpdesk

oProvided 100% customer service support for TRACS, DAP, IREMS, APPS, EIV and the MDDR applications.

oProvide support to Contract Administrators, PBCAs, Vendors, Agents, Project Owner, mortgagors, Lender and Service Bureaus.

oProvided line-by-line analysis and resolutions for voucher submissions for the Tracsmail system

oAnswered over 7,00calls at a tier1 level, and responded to users in email efficiently and effectively

oAssisted the new Team Lead, sharing knowledge and my expertise for each system

oParticipated in the research of documents for the Standard Operation Procedure Guide for each system

May 2003 – July 2010 ManTech Washington Dc

Helpdesk Analyst

(Subject Matter Expert)

oHelp Desk Analyst for the HUD Multi-Family helpdesk

oProvided 100% customer service support for TRACS, DAP, IREMS, APPS, EIV and the MDDR applications

oProvide support to Contract Administrators, PBCAs, Vendors, Agents, Project Owner, mortgagors, Lender and Service Bureaus

oProvided line-by-line analysis and resolutions for voucher submissions for the Tracsmail system

oCreated accounts password resets, and trouble shoot transactions and connectivity issues

oEscalated calls that are Policy questions to Tier 2

oEscalated Technical questions Tier3

oAnswered over 7,00calls at a tier1 level, and responded to users in email efficiently and effectively

oAssisted the new Team Lead, sharing knowledge and my expertise for each system

oParticipated in the research of documents for the Standard Operation Procedure Guide for each system

Operating Systems

ITIL Certification Course - completed February 2008

Windows XP 98/95/NT - 2010, IBM Main Frame 3270, SAS 92, Active Directory, Windows

2010, Power Point, Microsoft Excel.

SOFTWARE:

Lotus Smart Suite 97, Netscape Communicator, Development DAP/ REMS / Microsoft Office Suite

STAR 3.0, Delegated Administrator, Word Perfect Suite, Lotus Notes, Tracsmail, and Internet Explorer

IWrap Track, Sprint mail, Edgar/ Pacer, IBM Mainframe experience, Portal II, Sascompute, SAS 9.2Citrix

Dav/ Tree

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