Customer Service Manager

Janice Fisher

Phone: 571-***-****

Email: acrwfa@r.postjobfree.com

Federal HR Information Systems Specialist

EXPERIENCE SUMMARY

I have over 25 years of Federal government experience in human resources (HR) with specialist expertise in systems administration, recruitment and placement to include determining qualification for placement in various positions, employee benefits, processing personnel actions and troubleshooting errors. I served as the subject matter expert (SME) for HR systems such as Defense Civilian Personnel Data System (DCPDS) and electronic Official Personnel Folder (eOPF). I have written numerous instructional papers, guidance and standard operating procedure (SOP) documentation. I possesses extensive knowledge of the Guide to Personnel Processing Actions and federal regulations. I have extensive experience in resolving personnel and payroll issues. I have many years of customer service experience and have made it a priority along with my everyday duties.

PROFESSIONAL EXPERIENCE

The Executive Office of the President 04/2012 – 05/2015

HR Specialist (Information Systems), GS-14

Created reports using the Defense Civilian Personnel Data System (DCPDS), Enterprise-HR Management Information System and Customer Service Unit, Subject Matter Expert (SME) of the personnel system, Electronic Personnel Folder and USA Staffing which is used for recruitment and placement.

Performed troubleshooting for HR Specialists.

Analyzed and reported HR data to enhance the capabilities of the agency’s personnel systems. Created/updated new Organization Codes within the database.

Worked with team members to ensure project plans, tasks, milestones and schedules were in proper sequencing of and tracked the process throughout the program or projects.

Ensured that cross-servicing providers met the Office of Administration's requirements by managing system designs and development.

Provided expert technical advice and served as senior technical specialist for all customer service issues related to HR Data Management systems.

Processed weekly, monthly and quarterly reports for Electronic HR interface and compiled data for submission to Office of Personnel Management (OPM).

Oversaw HRIS project needs and requirements which included attending conference calls and reviewing weekly status reports on updates made to the database.

Oversaw all requirements, problem areas, and detailed decisions of software applications and services provided to the Office of the Chief Information Officer.

Supervised two contract employees, which included assigning them work on a daily basis and monitoring their performance and time and attendance.

Briefed the HR division on all improvements/enhancements to the database.

Processed personnel actions using the federal data standards and personnel record using the DCPDS.

Trained a co-worker on all duties/responsibilities as a backup in case of absence so that daily work can continue.

Department of Army, Head Quarter Department of Army (HQDA) 11/2009 - 04/2012

HR Specialist (Information Systems), GS-13

Served as a Civilian Personnel Policy Functional lead, responsible for coordinating the development, redesign or enhancement of all unique Army automated tools.

Provided technical support to the HR community, implemented automation support requirements/tools and enhancements in accordance with civilian personnel programs at HQDA commands and field installations.

Researched and analyzed reported issues within HR systems for resolution.

Coordinated with Civilian Personnel Management Systems on problem resolutions using reporting tools/ applications such as Service Desk and Domino.

Experienced in applying advanced HR concepts, methods and practices for HR information systems.

Processed personnel actions, following the federal personnel record keeping standards and using the DCPDS.

Wrote reports using Business Objects to gather personnel data.

Knowledge on analyzing and reporting HR data to Civilian Personnel Management System for update, cleanup and enhancements of the database.

Worked with team members to ensure project plans, tasks, milestones dates and schedules are in proper sequencing of events and track the process throughout the program or projects.

Project manager for Electronic HR Interface on the flow of data to OPM.

Analyzed errors and made appropriate corrections to lower the error rate in the data flow, eOPF, and electronic Entry on Duty (eEOD).

Worked with project manager of Anny Training Requirement and Resources Systems, (ATTRS) on the Mass Updates of training from Skillport and Army Training Resource Service ensuring training courses are updated for Army civilians into the personnel database.

DOD Washington Headquarters Service 05/2001 - 11/2009

HR Specialist (Information Systems), GS-13

As the Senior Systems Administrator, provided technical advice to staff and serviced organization officials.

Account manager for DCPDS, created, modified and deleted accounts.

Account manager, created, modified and deleted accounts for the staffing Resumix systems.

Performed troubleshooting in the database on various natures of actions for staffing and classification divisions.

Subject Matter Expert for formal helpdesk calls for the personnel database system.

Maintained system security when new network access/accounts are requested.

Worked with customers on troubleshooting problems in MyBiz/MyWorkplace.

Knowledge of civilian HR Program Management such as practices, procedures and policies and DOD guidelines.

Knowledge of civilian HR management principles and practices for personnel program management DCPDS, MyBiz/MyWorkplace.

Resolved Reduce Sign On issues that customers are experiencing.

Performed training for HR Directorate employees and their clients on the Modern System.

Developed training class manuals with new business process modules when modifications to existing system are made.

As the systems administrator for Auto Reduction in Force, ran extractions from the personnel database and attended all conference calls on enhancements to new application upgrades.

Analyzed and evaluated products to ensure they serve the purpose Intended and needs of the user.

Was the program manager for TransTrak database, which is a tracking system for personnel actions.

Ran weekly and monthly metrics for HR Directorate Listing DCPDS and TransTrak databases to report classification and staffing averages/numbers.

Developed reports using Business Objects, Microsoft Access and Excel for serviced clients. Assured data accuracy of various databases used at HRD and work with functional expe1ts to identify and connect invalid data utilizing all means available.

Was the Automated Data P POC for Personnel Services to submit help tickets and network account access or changes using Remedy software.

Attended all ERB (Engineering Review Board) conferences and report modifications and enhancements to supervisor, HRD director and team members.

System administrator for Resumix, One Stop Recruitment, Auto Rif, EOD n-Processing and EHR! (Enterprise HR Integration -Electronic OPF and E-Verify. As the POC for HR Directorate web site making changes and updates using the Contribute software, then submit them to web master.

Created user manuals/guides along with Standard Operating Procedures and Statement of Work for various software and programs used within the HRD.

Member of the Lean Six Sigma team for Personnel System Improvement of Processing Personnel Actions as the Metrics report writer gathering data on timelines using MS Access and create/modify monthly MS Power Point slide presentations. Submit report to Division Chiefs, PS Director for analyzing before weekly meetings.

Department of Army 05/1996 – 05/2001

Computer Specialist, GS-9, GS-11

Functioned as System Administrator for Windows NT environment for information Systems Division at the Civilian Personnel Operations Center. Add and modify user accounts fo1 NT and Exchange.

Loaded application software such as Exchange, internet Explorer, Winframe, etc.

Configured hardware such as PC's, printers and peripherals.

Provided advice and guidance on network operations, and ensure that inquiries and problems concerning network, computers, peripherals and services are resolved.

Delegated Information Systems Security Officer for the Army National Capital Region Civilian Personnel office Center.

Set up and maintained account restrictions and user rights on the domain.

Performed customer service help desks duties, such as printing and system errors to include NT, FPI and Exchange issues.

Provided technical assistance to local functional users to minimize operation disruptions provide formal and informal training to operators are able to function in the various system without undue interruptions.

Lead Resumix and Fasclass systems.

Knowledge of HP-UNIX operating system, execute refresh desires for refreshing and updating the database. Schedule system backups, monitor error listings, trouble tickets and create and modify host files.

SYSTEMS SKILLS

Proficient with Oracle Foundation 2001, Oracle Intro to Business Objects 2002, Microsoft Office (Excel, MS Word, Access, Power Point), Resumix, eOPF, USA Staffing, DCPDS SME, Network Administration, HP-UX Operating Systems. Outstanding Customer Service Practices 2015.

Contact this candidate