Customer Service Technical Support

CURRAN HINDELANG

**** ******** ***** *****, ****** TX 78732

Phone: 703-***-****

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

Professional Summary

With over 15 years of analytical and solutions support services experience, a consummate professional building upon knowledge as a Level III Business Systems Analyst. Provides varying levels of business analysis and helpdesk support to CACI’s government clients and is a recognized Subject Matter Expert (SME) regarding Helpdesk Operations, Product Customer Service, User Acceptance Testing and Technical Support for both internal and external applications. With a focus on Quality Assurance and continues to deliver in some of the following areas:

Performing detailed analysis and identification of areas of opportunity for system improvement/development along with supporting documentation and the execution of action plans

Taking on complex projects working with all levels of stakeholders, from executive to ground level, and providing feedback towards process improvements and best practices for internal systems

Specific success in understanding business process and creating alternate solution concepts that can address and meet the stated business needs as well as anticipating future challenges

Actively leading and participating in various testing efforts including system, functional, performance, and user acceptance testing

Experience

Business Systems Analyst III, CACI, Inc.

2013 – 2016

Provided services to the U.S. Navy’s Naval Sea Systems Command (NAVSEA) in the form of technical support to their Standard Procurement System (SPS) Interface with their Enterprise Resource Planning (Navy ERP) financial management and asset tracking tool

Analyze ERP transactions for issues, reviewing XML files and system error reports

Assists the Functional Support Help Desk with user issues working with various partners where required (Navy ERP, Seaport-e)

Installed software upgrades for multiple products to include WebMethods SPS Service Release, and JAVA

Performed extensive system and User Acceptance Testing (UAT) pre and post installation

Business Systems Analyst II, CACI, Inc.

2009 – 2013

Provided Tier II Help Desk support for the United States Navy Military Sealift Command (MSC) with Human Resources Management System (HRMS) and SPS/Procurement Desktop-Defense (PD2)

Collaborated with management and other Helpdesk personnel on activity levels, customer support, and making sure that Service Level Agreement (SLA) standards were achieved or exceeded

Created various metrics reports for CACI management and client deliverables

Worked on various ad hoc projects including three months of exclusive UAT for major service release, Tier II SharePoint administration and Peer Review process improvement

Business Analyst, Fannie Mae Inc. Reston, VA.

2008 - 2009

Promoted to SME for all Customer Interaction Center (CIC) applications and procedures with the ability to handle all interactions

Performed UAT and system testing for Remedy software upgrade to track issues and make recommendations to the vendor for improvement

Supported over 60 customer service agents in resolving escalated customer tickets using expertise to analyze and resolve complex issues

Mentored a team of multiple contractors. Reviewed their performance metrics including quality assurance, schedule adherence, and attendance resulting in a 20% increase in agent productivity

Lead a program to increase efficiency of Customer Service Representatives (CSR) and decrease customer service response times from one business day to less than one hour

Responsible for duties of a rotating on-call supervisor including after hours and weekend issue resolution

Supported knowledge database. Added, edited and removed content in order to improve database functionality

Customer Service Rep III, Fannie Mae Inc, Reston, VA.

2004 - 2008

Specific expertise in the use of Desktop Originator and Desktop Underwriter for both conventional and government loans and the operations of all MornetPlus applications

Specific understanding of the configuration requirements for the use of Fannie Mae applications

Participated in multiple Fannie Mae software/application UAT, system testing and development projects as SME

Provided support for external clients using the Remedy ticketing system and the various troubleshooting tools provided. Escalated tickets and followed up with the clients as required

Created and maintained Remedy templates for use by over 60 CSR’s and management

Became a facilitator for the Health Assessment group.

Supervised CSR’s to help meet and exceed the goals of the department’s internal improvement project

Help Desk Team Lead, American Management Systems, Fairfax, VA.

2001 - 2004

Provided IT support for thousands of internal and external clients using technical knowledge and experience

Tracked all issues and resolutions using Remedy ticketing system

Improved processes and procedures to more efficiently utilize limited manpower and meet needs of a 24/7 Helpdesk

Implemented changes to how help desk agents handled customer interactions allowing for an increase in volume taken

Facilitated the daily activities of the group and ran daily reports for executive review

Order Provisioning Team Lead, Teligent, Herndon, VA.

1999 - 2001

Acted as subject matter expert for department in all UAT and system testing

Used the Clarify ticketing system to track and report issues with testing

Performed managerial tasks such as creating and supervising a Local Number Portability (LNP) cutover team. Scheduled their daily activities and evaluated the performance of the individuals in the group to improve efficiency

Created and maintained instructional manual for training new employees and refresher training for the entire staff

Certifications & Clearances

Comptia Security + - System Security

ITIL Foundations: IT Service Management

Secret Level Security Clearance

Software Skills

SPS/PD, WebMethods, Remedy, SQL, Remote Desktop, HRMS, JAVA, VPN, Clarify, Microsoft Windows 7, Adobe Flash, Microsoft Office 2013, Microsoft Visio, Lotus Notes 7, Microsoft SharePoint, Adobe Photoshop, Adobe Acrobat, Mornet, MornetPlus, Desktop Originator, Desktop Underwriter, GoToAssist

Education and Training

Public Administration, George Mason University – Attended 1993 – 1997

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