Customer Service Management

A N TWO I N M . W ASH I NGTON

**** ***** ****, * ********, I N 46544

******************@***.***

240.499.4753c

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

E D UCAT IO N & C R E DE N T IALS

B achelors of Science in I nformation Technology

A merican Public University, Charleston, West Virginia

C E RT I F ICAT IONS

N ew Horizons

Dell 2010 Desktop Foundation Hardware Repair/Configuration May 2013

Dell 2010 Portable Device Repair/Configuration May 2013

ACA Adobe Web Design

T E C H N ICAL P R OF IC I E NCES

• Microsoft Suites (Word, Excel, Access, PowerPoint, Outlook, Publisher)

• Working knowledge of Web Development specifically in M icrosoft, (X) HTM L, XML and .NET

F ramework.

• Knowledge management, VMware and SharePoint Developer

• 2007/2010 Out of Box Features (Info Path, Work Flow Designer.

• Tier 1 Helpdesk experience Excellent Writ ten/ Verbal Communication

• Website updates in(X) HTM L/ Dreamweaver &CSS

• Excellent interpersonal skills, conflict resolutions skills and communication skills

NOTABLE ACCOMPL ISH MENTS

• Member National Society of Collegiate Scholars

• SharePoint Developer for Walter Reed Army Med. Center during the Installation Transition

• Walter Reed VMware TIGR team member involved in project development

• Experience with SharePoint (2007, 2010) out of the box features as well as custom web parts

• United States Army Achievement Medals

• Honorable M ili tary Discharge (February 2007)

WORK EXPER IENCE

S inai Health Systems (SHS), Web Application Coordinator – Chicago, I L: December 9, 2013 –

P resent

• Coordinate application development with vendors, IS director and end users regarding software

release

• M anage multiple projects requiring coordination between multiple system releases and patches if necessary.

• Provide 1st level support for SHS corporate intranet solution and various packaged software solutions

• Work with end users to develop and deploy websites, manage document repositories and electronic

workflow

• Assist end users with system access password management and all t rouble shooting needs

• Responsible for generating utilization reports and metrics for assigned systems

• Manage document repository and publish frequently asked questions to the documentation library as

required

• Use project management software to document, t rack and report on multiple assigned projects

(working on PMP)

• Timely and accurate completion of assigned project tasks and deliverables

• Collaborate with internal communications and marketing to create and distribute end user t raining

material

• Coordinate the full life cycle of projects (from conception through release management)

I AP World Services, SharePoint Developer – WRAMC Washington, DC: November 2010 - August 2011

• Walter Reed Army Medical Center (WRAMC) garrison SharePoint manager

• Updated SharePoint sited utilizing HTM L and Adobe design to develop internal and external

websites.

• Planned out the content of a SharePoint site (Team sites, Communities, Custom Sites) with business

s takeholders, working with senior technical staff to t ranslate content planning requirements into

technical requirements.

• Employed knowledge management and VMware to facilitate emerging requirements to support the

i nstallation BRAC

• Provided helpdesk support to end users in M icrosoft office and SharePoint.

• Manage the organizations Public access SharePoint website and departmental intranet sites.

• Primary point of contact for all SharePoint related questions and issues for organization

• Gathered user requirements, analyze requirements, configure/design sites based on Garrison

d irection

• Provided frontline support to users (internal and external) for service and support requests with li t t le

or no supervision

• In tegrated 3rd party web parts such as Bamboo, Kwizcom. Newsgator

• Provided support for power users related to SharePoint 2010 features

• Updating content on SharePoint sites (Teamsites, Communities, Custom Sites), editing HTM L,

u ploading images.

• Develop t raining plan and scheduled t raining for SharePoint end-users

• Provide weekly documented updates for monthly statistical reports as required

• Regularly monitored MS updates and patches to secure WSS/SQL server.

• Maintain accurate spreadsheets and databases in Excel and SharePoint daily

• Coordinate all necessary prerequisite t raining for WRAMC Personnel

• Abili ty to work independently with minimal guidance while remaining f lexible to change

• Strong leader with excellent oral, wri t ten and customer service skills

• Participated in Knowledge Management (KM) workgroup to utilize VMware for post BRAC

operations.

SERCO H R Specialist/SharePoint Cont ributor – WRAMC, Washington, DC: May 2008 – April 2010

• Mi li tary Human Resource Specialist responsible for reviewing military records, initiate required

forms to ensure Service members finance documents and career progression documents are accurately

u ploaded into iPERMS

• Maintain retrievable documents in the SharePoint Library

• Develop new policies that governing military personnel administration within the office.

• Ensure Human Resources SharePoint site maintained critical documents for soldier use.

• Managed Outlook calendar in SharePoint to provide up to date information regarding base events.

• Provide a variety of military personnel services in support of military personnel and their family

members.

• Offer S-1/PAC Level Support to include acquisition and maintenance of service records.

• Conduct entry and exit briefings (LEVY Briefings) and process personnel records and complete

Soldier actions

• Expert with mili tary automated personnel systems such as EDAS for assignments, E-M I LPO,

C ITRIX (TOMPIS I I).

• Responsible for creating, reviewing, correcting, and distributing sensitive personnel records

• Research records, policies, directives, and regulations to verify accuracy of records

• Counsels Soldiers and/or their family in groups or individually.

• Perform Field inquires from high ranking officials and/or dignitaries

• Management of records and accountability for 700+ personnel

• Assist soldiers in preparation for promotion boards, and ensure awards and education is reflected in

t he ORB/ERB

• Ini tiate soldier processing documentation for clearing installation due to PCS or retirement plans

• Work closely with branch and project chiefs to resolve complex issues

• Assist in managing, monitoring, and analyzing the organizations personnel strength management in

E DAS

• Promoted a positive environment for Soldiers and coworkers exercising tact and diplomacy to office

related issues

E-T rade MORTGAGE ANALYST–Ballston, VA: October 2005 - May 2006

• Analyze customer queries utilizing databases to research and resolve complex issues

• Oversight responsibilities for such processes as Suspense, quality and productivity indicators

• Provide responses to internal and external audits

• Performs root cause analysis on various projects and execute solid process improvement solutions

• Proactively monitor investor and mortgage insurance guidelines, policies, and procedures.

• Provide support and serve as a product and policy resource for mortgage customer

• Serve as back up for approval support of down payment assistance programs.

• Serve as a subject matter expert for Mortgage T raining initiatives – new hire, product

t raining, etc.

• Participate in system testing for new products, updated programming in Empower and

other mortgage systems.

• Participate as needed in all phases of new product, program, and key mortgage initiatives

a nd implementation.

• D irect meetings/relationships with varying levels of staff management to accomplish Account

Services.

U.S. Army Ma ryland National Guard (activated, while in college) Silver Spring, MD Feb. 2001 – Feb. 2007

Contact this candidate