Customer Service Manager

CYNTHIA K. KEEN (CINDY)

**** ** ****** ****, **********, WA. 98383

Contact Information: Home: 360-***-**** Cell: 360-***-****

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

I am a contracted employee supporting Puget Sound Naval Shipyard and Intermediate Maintenance Facility (PSNS/IMF) at Bangor and Bremerton, WA since September 2003. My knowledge, skills, and experience are essential in providing support for the Comptroller-IMF Bangor in Payroll, Accounting, Budget, and Information Technology Department to ensure the flow of the employee information and timekeeping from the Command Resource Management Module (CRMM) system to the Supervisor’s Desk (Supdesk) program. I am a self-starter, independent worker that requires only initial instruction in new situations. My analytical skills and input have provided invaluable input in the development and continuity to ensure employees information and timekeeping is accurate so that the employees are paid correctly and on time. PSNS/IMF tracks civilian time/attendance and military statistical charging to provide an accurate report of hours worked. The reports generated by the timekeeping process are essential to support the US Navy and NAVSEA programs and help in tracking the financial and Mission funded obligations as required by the DoN. My confidentiality and professionalism shows in my work and determination for accuracy. I understand the Shipyard Corporate application interfaces and many aspects of the programs involved and feel that I am an essential member of the PSNS/IMF team.

Certifications: COMP TIA Security + completed April 2015

Specialties: Technical Expert and Analyst of data system modules between IMF Command Resource Management Module (CRMM) of Logistical Data Systems (LDS) and Supervisor’s Desk (SupDesk) Interface program supporting Civilian/Military time and attendance.

Highly dedicated with strong work ethics is priority. I appreciate and value the “ownership” of program systems. I am willing and have the ability to learn. I absorb system thinking with high respect to the knowledge being passed on by the database owners and program managers. Customer Service, Attention to Detail, Decision Making, Integrity/Honesty, Interpersonal Skills, Learning, Reading, Reasoning, and Teamwork.

Protect PII and NMCI privileged documents and emails, Security and encryption.

Secret clearance dated Mar 2014 (10 year)

EXPERIENCE:

Job Title: Office Administrator 2

ManTechInternational,Inc.12015 Lee Jackson Highway Fairfax, VA 22033

Phone: 703-***-**** Supervisor: Walter G. Powers 360-***-**** supporting PSNS/IMF Bremerton, WA

Oct 2010-Current

I am in Support of the IT Solutions and NMCI Code 109 at Puget Sound Naval Shipyard and IMF Bremerton site.

Support the implementation of the BMC Footprints remedy system for troubleshooting issues with customer service and problem solving users’ issues with computer usage. Support the IT department functions of an ACTR. Tasks include creating user accounts in the NET system by data entry and creating tickets for Footprints (remedy). Ability to create documentation for a remedy ticket for the Footprints IT Helpdesk and monitor the tickets for accuracy and finding solutions in a timely manner. Training, provide customer service for user support, and helping with the staffing of the contract for Puget Sound Naval Shipyard and Intermediate Maintenance Facility.

Diagnosing and resolving problems in response to customer reported incidents.

Developing and maintaining problem tracking and resolution databases. Work with the Applications NET, Hewlett Packard Service Manager. Submit requests for personnel computer accounts, Functional mailboxes, SIPR accounts, computer distribution, software, hardware, port activation. Verify that the accounts are active and created as requested for access to the NMCI computer systems at PSNS, Bangor, San Diego, Everett, and Japan Naval bases. Provide support to IT Solution team at Code 109 PSNS as needed.

AIM4RMC~ Interim Applications Manager: Support the Regional Maintenance Center in Japan, Southwest USA, Southeast,USA, NSSA Norfolk, VA. As SupDesk Administrator, Supplemental Administration Employee Management (SAEM) for Yokosuka, Sasebo, San Diego, Norfolk, SE, SW, Japan, and NSSA. Supdesk/ Supplemental Administration Employee Management SAEM and Remedy support Feb-April 2014 and Nov-Feb 2015

Support the Applications as needed for PSNS and IMF.

Interim Regional Maintenance Center (RMC) Application Manager for SupDesk RMC/ SAEM, AIMxp, AIMnt, WebAIM, and Execution Priority Systems

Work with NAVSEA (DETLANT) to correct script errors in Supdesk to allow corrections of the system as identified.

Problem solving and implementation of Supdesk releases and calendar year update tables in each of the locations for accuracy of payroll timekeeping solutions. Working with the Database Administrator to accurately implement detailed updated to the database systems that I supported.

Create timeline and documentation for each solution and follow up with the customer to make sure that the situation was resolved. Communication is key to the problem-solving by addressing customer concerns of problems, understanding what the issue is with each database program or computer issue, and being able to recreate the issue that the customer may be having, rectify the issue by following through with a solution so that the issue is resolved with the customer using documentation, development, modification, testing, installation, implementation, and support of new or existing applications software. Analyzing and refining systems requirements to modify the application to better fit the needs of the customer usage.

Understanding of the planning and designing systems architecture concerning the interface landing zone for SupDesk interface

Work with customers and Database Administrators to test applications before implementation. Planning and scheduling the installation of new or modified hardware and operating systems and applications software. Managing the installation and integration of systems fixes, updates, and enhancements

Job Title: Office Administrator 2~ (Supervisors Desk) SupDesk Database Administrative Account Manager

Test and Implementation of the LDS Command Resource Management Module System program known as CRMM to SupDesk Interface program for payroll support at IMF starting in 2003 and working thru the first implementation of a “key-stroke emulator” IBM Robot system. This involved working with a programmer for functional testing of the current interface process for payroll at IMF. Provide direct feedback for areas of improvement to the system and the variables.

Work with PSNS/IMF Code 109 in functional testing of the interface systems CRMM-Supdesk.

Create a working Technical Desk Manual to show desk procedures for the SupDesk/Discoverer payroll processing.

Analytically study data and provide metrics to reduce errors, troubleshoot discrepancies, validate, run test data for anomalies, offer input for system modifications, capture inaccuracies in system programs, and compare spreadsheet data for accurate input of data. Information includes employee management, job order management, timekeeping in Corporate Shipyard applications associated with LDS (CRMM, SupDesk, COST, Standard Accounting And Reporting System (STARS-FL), DCPS, CRMMS, CRMM history, TRMS) working with the Manpower and Comptroller Departments.

Work with NAVSEA (DETLANT) personnel in adding or correcting SupDesk script to be processed for correct input of data.

Participate in System Acceptance Testing (SAT) and Functional Acceptance Testing (FAT) prior to implementation of application releases.

Familiar with supportive documentation of System Requirement Specifications (SRS), DADMS, ATO, SAAR-N, Signature Certification Forms.

Manage Oracle Discoverer (data query tool) reports for rejected data of automated process for manual input of employee information and time/attendance into SupDesk.

Find solutions to issues in SupDesk to input time when the information is incorrect or unable to be entered. Problem-solve by consulting and collaboration with appropriate departments; Payroll, Budget, Accounting, Manpower, Funds Administrators, Resource Managers, and Supervisors with data errors or to help in processing the information thru the interface as accurate data.

Analyze system failures and consult with the Shipyard Corporate Applications Managers and Central Design Agency (CDA)-DETLANT for rapid return to use.

Identify discrepancies, deviation of data field formats and other variables of inaccurate data, and offer solutions.

Problem solve by using critical and lateral thinking using knowledge, reasoning skills, and experience to find solutions to program issues.

Analyze IMF Bangor work order/job order crosswalk linking Job Control Number (JCN’s) to Job Order Number (JON’s) in the financial systems for accuracy in the WARR reports.

Expert in the CRMM to SupDesk to DCPS process and how it is linked including Logistics Defense System (LDS) modules.

Competent knowledge of the Trade Skill/Trade Skill Designator (TS/TSD) systems in relation to SupDesk Job Order Number (JON)/LDS systems.

Highly knowledgeable of the variables and regulations in dealing with TRMS-CRMM-SupDesk-DCPS and Human Resources/Workman’s compensation.

Provide customer support with rapid response regarding employee management, accurate charging, and solutions to data corrections.

Work with Budget, Payroll, Funds administrators, and timekeepers to ensure accuracy of man-hours and leave charged.

Understand the flow of system batch files and uploads of JCN/Job Order Number (JON) systems, COST, TS/TSD with both Direct Job orders and Indirect Job orders, UIC, Cost Class, Cost center, Job sequence, Shops, Supervisor codes, Tour of Duty, Type Hour code.

Manage SupDesk permissions and user access as an Administrator.

Convert Discoverer reports to Excel for metrics.

Understand the inter-related process of Data Systems such as CRMM, TRMS, LDS and SupDesk in relation to Puget Sound Naval Shipyard systems of COST, STARS, Triper Resource Management Module System (TRMMS) Command Resource Management Module (CRMM) Supervisor Desk (Supdesk), Defense Civilian Payroll System (DCPS), Logistic Defense System (LDS) and understand the concept of the Planned Refit Maintenance Management System (P/RMMS), Pre-Processor Module (PPM) and Maintenance Modeling Function (MMF).

Duties include processing data thru Discoverer and researching the rejected reports. Duties include entering employee time and attendance, employee information, and Job order management for PSNS/Intermediate Maintenance Facility at Bangor, WA utilizing the SupDesk program. I am very knowledgeable in SupDesk and have accessed many features in the program, including the training and customer support for the program.

Administrative account access and worked with the Information Technology program team in the implementation and subsequent releases of the Supdesk interface that enters data by an Interface for employee’s time and attendance hours. I work with Microsoft Office Suites, SupDesk, and Discoverer on a daily basis. Analyze the documents received from the Command Resource Management Module (CRMM) payroll system used at IMF and conversion to SupDesk entry for employee pay. Correspond with the Payroll Departments and Fund Administrators at both Intermediate Maintenance Facility and Puget Sound Naval Shipyard to ensure the time entries are accurate and entered before end of payroll deadlines. Analyze data for pattern accuracy and contact Government Supervisor of findings. Verify that the IMF job orders are open in COST and send verification to the budget analyst to support Mission Funding. Research job orders and backdate work in SupDesk to process time entry. Correction of times in error, loaning of employees between supervisors and location and changing work schedules.

Training, provide customer service for user support, timekeepers, and mentoring others for the Supdesk program.

Providing consultation and training to functional area users on database and file accessing techniques, search strategies, processing efficiencies. Certify that the time entered is correctly and the employee work time is accurate. My job interacts with the Financial Administration, Funds Administrators, and Payroll Support.

Metrics of rejected interface input with making corrections for continued improvement of data interface. Work with the Budget Analyst offices to validate that the information is correct and accurate. Any other work as requested by the Comptroller Department of the United States Navy. Independent worker with minimal instruction.

Provide input and information to Man Tech supervisor for Weekly Data Sheet. Provide status reports for Booz-Allen-Hamilton to show progress of work in support of their contract obligations.

Job Title: Payroll Specialist SRA International, Inc. 4300 Fair Lakes Court, Fairfax, VA. 22033 Sept. 15, 2003-Oct. 15, 2010

Supervisor PMP Steve Roerig 360-***-****

Reason for leaving: End of contract~Loss of Government bid.

Hired by ManTech, International on Oct 18, 2010 to provide continued support with transparency in process of IMF payroll

Duties include entering employee time and attendance for Intermediate Maintenance Facility at Bangor, WA utilizing the SupDesk program. Knowledgeable in SupDesk and have accessed many features of the SupDesk Program with Administrative account access. Interact with the IT programming team in developing a process that helped enter data by an Interface computer program to enter employee’s hours worked. I work with Microsoft Excel, Microsoft Word, Notepad, SupDesk Data Entry, and Discoverer on a daily basis. I analyze the documents received from the CRMM payroll system used at IMF and convert them to SupDesk entry for employee pay. Correspond with the Payroll Departments and Fund Administrators at both IMF and PSNS to ensure the time entries are accurate and entered before end of payroll deadlines. Analyze data for pattern accuracy and contact Government Supervisor of findings. I verify that the IMF job orders are open in COST and send verification to the budget analyst to support Mission Funding. I research job orders and backdate work in SupDesk to process time and attendance. Correction of times in error, loaning of employees between supervisors and location and changing work schedules. I have mentored others in learning the Supdesk program. I have processed sea trial pay for shipboard Civil Service employees. I certify that the time that I have entered is correct and the employee pay is accurate. I interact with the financial administration and payroll support. I have worked with the accounting department in clearing the Final billing reports (2193) working with the Audit and Certification Department in the Comptrollers Department to verify in Stars/FL that the final billing is cleared and submit the final billing to the appropriate Funds Administrators.

Provided input and diagrams to SRA the Government proposal for re-compete of contract.

Central Kitsap School District, Food Services Department, 10126 Frontier Place Silverdale, WA 98383

Job Title: Food Service Helper/Warehouse

Supervisor: Michelle Folen 360-***-****

Sept. 1985-Sept. 2003

Reason for leaving: Government contractor job with System Research Analysis International, Inc. SRA

Duties included processing and producing orders to supply foods from the District Warehouse to the Elementary Schools in the District on a daily basis. Estimate supplies to be used on a weekly basis. Cashier responsibilities using a computer barcode system of data entry of new students and input of money to student accounts. Fill out data sheets and bank deposits. Filing reports of quantity of supplies used and inventory. Tasks include preparing and cooking foods to serve the students following strict health guidelines.

Implement a computer data program with barcode scanning capabilities to be used within the School District to track student and adult accounts. Trained cashiers from other schools on procedures to enable the program to be run District wide.

Budster’s Computers, Inc. Silverdale, WA. 98383

Internet Service Provider and Computer Repair Business Mar 1997-Nov 2000

Job Title: Office Manager~Co-owner of business

Reason for leaving: Sale of customer database to new owner

Development in support of a new business including acquiring rental of property, setting up Incorporation, bank accounts, and Credit Card accessibility for our company.

Work with advertising agents to set up phone book ads, newspaper ads, and other advertising avenues.

Account maintenance and accounting support work including filing Business Quarterly taxes and reports. Employee payroll taxes on a monthly basis. Analyze Yearly end profit and loss statements. File Incorporation tax using S Corporation status.

Utilize QuickBooks Pro accounting program in tracking sales, billing, and banking transactions. Interact with customers in setting up accounts to access the Internet. Send out statements for accounts receivable. Entered accounts payable and paid vendors for products received. Reconciled all accounting and banking statements.

Process payroll records and employee pay status.

Involvement in the area of basic Internet Server Systems and modem accessibility for customer use for continuity of Internet access.

Fender Mender Auto Body, 6911 NW Illich Road, Silverdale, WA.

Mar 1988-Aug 2001

Job Title:Co-Owner/Office Manager, Schedule C business

Interact with customers; create cost estimation of auto repairs, order parts and materials. Prepare cars for application of paint including replacement of parts, sanding, taping, and prepping for paint application.

Office Manager tasks include all banking, bookkeeping and filing, insurance correspondence with customers insurance companies, budgeting, preparing taxes including the Internal Revenue Service Schedule C report, accounts receivable, and accounts payable, advertising, answering phones, and scheduling appointments. Reconciled all accounting and banking statements.

EDUCATION

South Kitsap High School, Graduate 1978

Clover Park Vocational School, 1978 Specializing in Architecture and Interior Design

SOFTWARE SKILLS

Microsoft Office Suite, Microsoft Word 2007, Microsoft Publisher, Microsoft Excel PowerPoint, and Outlook 2007, Microsoft Access, Microsoft FrontPage Basics, Beginning PowerPoint 2000.

Citrix programs, SupDesk Timekeeping System, Discoverer Reports, Supplemental Administration Employee Management (SAEM)

Microsoft Excel 2007

Microsoft Excel 2010

Microsoft Access

Oracle Discoverer Programs

QuickBooks Pro

COURSES AND TRAINING

A Rich Tapestry of Cultural Contrasts-2009

SRA Employee Security Awareness Briefing-2009

Cybersecurity and Privacy Awareness Training-2009

Personally Identifiable Information-2009

Enhancing Listening Skills-2010

Communication Skills for Leadership-2010

Defining Emotional Intelligence-2010

Increasing Emotional Intelligence-2010

Emotional Intelligence at Work Simulation-2010

Tips for Successful Communications~2013

The View from the Center of the Universe~2013

Risk Taking Strategies-A Gymnast’s Perspective~2013

Intellectual Property Issues for Government Contractors~2013

Microsoft Office Training~2013

Financial Well-being~2013

The Power of Teamwork~2013

Wellness Begins in the Mind~2013

Standards of Ethics and Business Conduct ManTech~2014

Department of Navy Sexual Assault Prevention and Response~2014

Security Fundamentals Diagnostic Assessment &Physical Security~2014

Annual DoD Cyber Awareness Challenge V2~25Aug 2014

Annual DoD Cyber Awareness Challenge V2~19Feb 2015

COMPTIA Security+ accreditation

REFERENCES:

Diane Burlingame C/109.13 PSNS SupDesk Application Manager

*****.**********@****.*** **************@*****.*** 360-***-****

Steve Roerig C/109.0 PSNS IT Technical Division Manager Cyber Security

******.******@****.*** Phone: 360-***-****

PROFESSIONAL AFFILIATIONS

Akita Club of Puget Sound, Dog Breed Club

President~ 2013-Presently

Treasurer, 2002-2012~Active Member since 1997

Tasks include collection of membership funds and accounting of all monetary input and payments for the Breed Club. Membership chairperson. Insurance contact person. Committee member active in contracting for Specialty shows, Judges Committee, purchasing of trophies, creating spreadsheets of income/outflow of a non-profit and keeping in compliance of the laws of a 501(c) (3) corporation.

Akita Club of America~National Dog Breed Club

Member since 2002

Washington Akita Group~Akita Breed Rescue (501(c) (3) Non-Profit Group

Helping with Akita Rescue groups to place rescue dogs in new homes.

Visit and evaluate dogs in shelter environments, transport dogs as needed, foster care if needed.

Boy Scouts Of America, Chief Seattle Council, Orca District, Cub Scout Pack 553,

Troop 1541, Venture Crew 154*-****-****

Served as Asst. Den Leader, Den Leader, Cub Scout Pack Committee Chair, and Committee Chair Member. Serving on Boards of Review for advancements in Scouting.

Hobbies: Showing dogs in American Kennel Club events, raising Akita breed dogs, traveling.

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