EXPERIENCE

**/**** - ******* *** ***** Market

Deli Manager & Key Holder Pawleys Island, SC

Assist in the process of interviewing and selecting Deli/CMS employees to achieve the vision of The Fresh Market.

Demonstrate a high level of integrity with department products, with department employees and our customers.

Respect for detail will ensure focus on creating a wonderful experience for both our employees and customers.

Prioritzation and delegation of daily responsibilites throughout the department with training, coaching, and leading employees.

Lead by example and be expected to create a warm and safe environment for all those who visit our stores.

Act as ambassador of the store for both our customers and employees while demonstrating excellent people skills and a true passion for food.

Responsible for the running of the store in the absence of the Store Manager and Assistant Store Managers.

03/2011 – 10/2012 Austin’s at Litchfield

Cook – Garde Manger Pawleys Island, SC

Responsible for the preparation and execution of the salad and dessert station at Austin’s Ocean One and Austin’s Cabana Café on a daily basis.

Preparation of numerous vegetable items, salad dressings, and all baked desserts offered at the restaurant.

Assist with the inventory of all vegetable and pantry items required for the salad and dessert station.

02/2010 – 05/2010 Precise Systems

Project Coordinator Lexington Park, MD

Provide financial management support for corporate and government contract operations.

Participates in all aspects of contract financial administration including but not limited to invoice processing, Subcontractor invoice processing, forecast, budget, accruals, variance reporting, spend analysis, tracking performance metrics, analyze business results and development of management reports.

Help develop and maintain corporate indirect rate budgets.

Analyze contract bills to confirm charges are appropriate and within contract specifications.

Assist with various agency audits.

Assist in procedure clarification to improve reporting and efficiency.

03/2008 – 01/2010 General Dynamics Information Technology

Senior Program Analyst Califoria, MD

Perform a variety of complex administrative and analytical tasks in support of contract programs.

Develop plans, including budgets, and monitors tasks to meet project requirements for assigned program

Define program plan requirements and perform in-depth studies to determine optimum program plans.

Monitor and report performance against plans to ensure contractual, cost, and schedule objectives are met.

Interact regularly with customers to ensure conformance to customer requirements.

Responsible for Monthly Status Reports and Contract Deliverables for both large and small contracts for annum revenue of approximately $40M.

Assist in updating and maintaining financials, estimates to complete (ETC), tracking costs and expenditures

Analyze subcontractor invoices for accuracy and required approvals for on call hours, excess hours, and overtime

Manage subcontractors ceiling, funding, and level of effort

Ensure the contractual ceiling, funding, and level of effort are not over obligated and management reserve is maintained

Work closely with finance, contracts and program management in daily operations and management

03/2007 – 03/2008 CACI (State Department)

Documentation Specialist Arlington, VA

Responsible for providing all of the reporting to the Client (Department of State) on IT performance.

Daily Report on tickets opened and closed sent to all Program Managers and team leads for their review.

Weekly Reports on Service Level Agreements (SLA) and weekly review of all tickets for the division director.

Monthly Reports on Performance Period Reviews (PPR), SLA's, Customer Satisfaction Surveys and First Call Resolutions (FCR).

Periodic and monthly review of all ticket for SLA requirements. To include review of why a ticket might not have met the SLA and what is to be done in the future to prevent that from happening again.

Respond to all negative Customer Satisfaction Surveys for ways for the IT department to improve upon their performance and address sever issues with the technician supervisor.

Lead Helpdesk Arlington, VA

Respond to escalated and/or emergency requests, and assist help desk personnel during periods of heavy call volume.

Escalate issues to appropriate staff/personnel when necessary and monitor incoming requests for trends or system problems.

Develop new resolution procedures and work with the program manager and other team leads to revise documentation and develop a real-time functional knowledge base.

Maintain and review the Help Desk SOPs to ensure data and processes are current and reliable.

Run routine reports to monitor and report: ticket resolution, customer satisfaction, Service Level Agreements, ticket severity level, and miscellaneous weekly, monthly, quarterly and yearly reports.

10/2005 – 03/2007 McDonald Bradley Inc. (DEA)

Peregrine Support Arlington, VA

Sole Administrator for all Peregrine Systems questions or incidents at DEA HelpDesk

Daily maintenance of HelpDesk ticketing database (Peregrine ServiceCenter) including backups, log tracking and operation status validation. Generate report data based on stored queries, for export to multiple formats.

Regular/Daily Maintenance of ServiceCenter Tickets based on status and resolution.

Reset Service Center Passwords for operator access to client application

Add/Update contact information for 15000+ users and locations worldwide based on data provided by client.

Create New User Accounts in ServiceCenter for the purpose of logging and tracking problems and solutions.

Processed and exported multiple reports through the Crystal Reports software, based on SLA guidelines related to Contract Management and Performance Tracking.

Help Desk Specialist Arlington, VA

Work as a member of the help desk team that provides 24X7 onsite Tier 1 support for all DEA systems infrastructure which supports over 15,000 users worldwide.

Receive trouble calls, open trouble ticket, identify problems, and resolve problems.

Escalate unresolved trouble tickets to Tier 2 and Tier 3 support groups as appropriate.

Monitor system status and report anomalies.

Update the DEA Helpdesk website hourly with any communication or server outages.

Create new accounts for different sub systems (SMARTS, WRS, IMPACT and PLS)

Perform Q&A review of all the emails for the previous months.

Write up documentation for “How To” guides for helpdesk personnel.

Created and maintain a Quick Reference Guide on procedures for helpdesk personnel.

10/2004–10/2005 CherryRoad Technologies

Network Technician I Army Knowledge Online (AKO) Program Ft Belvior, VA

Provide technical support to the whole United States Army, National Guard, DA Civilians, Army Retirees and Guest Users on the web site Army Knowledge Online worldwide.

Technical support on the Help Desk on NIPER (unclassified) side and worked as a level TIER I support analyst.

Responsible for monitoring the AKO online chat for violations in policy.

Given the task of revamping the AKO weekly report document to be more efficient and less time consuming.

Top 3 technicians averaging a resolved ticket count 150 or more trouble tickets daily.

Named Employee of the Month for February after working there for 2 months.

Help Desk as a whole servers 1.8 million users on a world wide 24x7 schedule including holidays.

EDUCATION

November 2010 South University On-Line

AA in Fianance

November 2006 Insyte Computer Education Alexandria, VA

Completed A+ Certification Course

October 2005 College of Southern Maryland LaPlata, MD

Completed Certification in Computer Repair I& II

2004 Element K On-line Training At Home On-Line

Completed Courses in Microsoft Word Levels 1, 2, and 3

Completed Courses in Microsoft PowerPoint Levels 1, 2, and 3

2001 New Horizons Computer Learning Centers McLean, VA

Complete Courses in Microsoft Access Levels 1, 2, and 3

Completed Courses in Microsoft Excel Levels 1, 2, and 3

1992 Maurice J. McDonough High School Pomfret, MD

SKILLS

Windows Operating Systems (98, 2000, ME, XP, Vista, 7 & 10)

Microsoft Office Suite (Word, Excel, PowerPoint, Access, Project and Outlook)

Adobe Acrobat Reader & Writer

60 WPM

CLEARANCE

Secret Granted 12/21/05 through DISCO

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