Customer Service End User

Keesha Matthews

Crofton, MD

301-***-**** Cell

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

EMPLOYMENT

GBS Solutions

National Institute of Standards & Technology, Gaithersburg, MD

March 2022 – Present

Business Analyst II/CIC Helpdesk

Provide support to end users via phone and email.

Enter users request accurately and promptly into ServiceNow ticketing system.

Provide full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets

Perform follow-up interactions with the users to ensure problems are solved according to SLA’s.

Support end users in the financial and/or accounting discipline.

Advises and assist users in problem-solving activities using information center tools to resolve problems.

Possess functional knowledge and understanding of Business System products and services to deliver solutions to end user inquiries on current and future products with emphasis on products in production.

Provide customer support personnel to perform support services for the CIC Helpdesk. Service desk support is provided to all end-users of IT services. End-users include NIST employees, NIST guests, and Department of Commerce (DOC) agency employees and associates.

Performed problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes

Initiate critical incident procedures such as major incidents, and PII Losses.

Create and update knowledge base articles

Reset Passwords to the various web-based applications used by the Department of Commerce (E2 Travel System, Comprizon Suite, Commerce Business System).

Arrange short term/long term travel.

Create, Modify, and Delete E2 Account.

Assist Travelers create Travel Authorization and Vouchers.

Assist with revolving rejections or issues with travel.

Manage user accounts (e.g., create new accounts, add and remove user roles, out process users)

Recommend process changes for integrating new processes with existing ones.

Communicate and document user needs in using Business System products and service.

Train users on how to handle basic tasks; provide basic orientation Business Applications.

Serve as a back-up to Team Lead.

Create and post meeting agendas and meeting notes

Manage Queue and Personal List to ensure adequate phone coverage.

Powertek Corporation

National Institute of Standards & Technology, Gaithersburg, MD

October 2018 – February 2022

Business Analyst/CIC Helpdesk

Provide support to end users via phone and email.

Enter users request accurately and promptly into ServiceNow ticketing system.

Provide full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets

Perform follow-up interactions with the users to ensure problems are solved according to SLA’s.

Support end users in the financial and/or accounting discipline.

Advises and assist users in problem-solving activities using information center tools to resolve problems.

Possess functional knowledge and understanding of Business System products and services to deliver solutions to end user inquiries on current and future products with emphasis on products in production.

Provide customer support personnel to perform support services for the CIC Helpdesk. Service desk support is provided to all end-users of IT services. End-users include NIST employees, NIST guests, and Department of Commerce (DOC) agency employees and associates.

Performed problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes

Initiate critical incident procedures such as major incidents, and PII Losses.

Create and update knowledge base articles

Reset Passwords to the various web-based applications used by the Department of Commerce (E2 Travel System, Comprizon Suite, Commerce Business System).

Arrange short term/long term travel.

Process Travel Documents

Manage user accounts (e.g., create new accounts, add and remove user roles, out process users)

Recommend process changes for integrating new processes with existing ones.

Communicate and document user needs in using Business System products and service.

Train users on how to handle basic tasks; provide basic orientation Business Applications.

Serve as a back-up to Team Lead.

Manage Queue and Personal List to ensure adequate phone coverage.

Create and post meeting agendas and meeting notes.

Glotech

Federal Housing Finance Agency, Washington, DC

March 2017 – September 2018

Help Desk Technician Tier II/Desktop Support

Provided full ownership of tickets assigned to the Help Desk, including creating, updating, escalating (when appropriate), tracking, auditing, reporting, resolution, problem triage, end user-authorized closure, and troubleshooting on incidents, work orders, and problem tickets

Performed problem resolution and enhanced end user support services using remote configuration and remote administration tools and processes

Provided one-on-one deskside support (e.g., end user support, basic end user training, asset management)

Create and update knowledge base articles

Performed basic preventative maintenance on network printers to ensure optimal performance

Performed basic photo copier support (e.g., paper jams, simple operating malfunctions and end user operating assistance such as faxing, printing, optical character recognition (OCR) scanning)

support the relocation of employees and authorized contractor personnel during scheduled office moves and business unit reorganizations

Conducted technical refreshes of hardware and mobile devices

Mobile device and remote access support include technologies such as laptops, cell phones, un

Trained users on how to handle basic tasks; provide basic orientation explain how to do what it is the user needs to do or how to use a feature of a particular product or service.

Performed new employee/contractor orientation to include issuing the new end user their authorized IT assets and provide an introduction, instruction, and reference materials to the new end users on IT products/services

Performed asset and records management. Documented, tracked, managed, and reported on status of sensitive assets. Maintained paper and electronic copies of Custody sheets. Prepared IT assets for disposal to include sanitization, preparing forms, segregating equipment, etc.

Traveled to provide end user support at remote offices/locations

TMR

Department of Justice-Office of Justice Programs, Washington, DC

November 2016 – March 2017

OJP/GMSBVP Help Desk Technician

Provide Helpdesk support to clients via email, phone, ServiceNow, and in person

Opened, assigned, and closed various tickets using the Heat ticketing system, escalating issue to appropriate groups as needed.

Created my own templates in Heat to create tickets faster.

Assisted in testing the VPN (Virtual Private Network) and Citrix environment.

Assisted with Apple IPhone conversion

Document helpdesk procedures.

Trained new hires with technical and customer service helpdesk functions and responsibilities.

Managed wireless devices (Android and IOS smartphones, tablets, MIFI devices)

Work with MS Office 2010, 2013 and MS Office 365, Windows 7 and Airwatch

Provide expert Tier 1 technical assistance to inquiries on features, functions, and usage of the GMS website to an estimated user population of 39,000 GMS users across the United States and US Territories.

Created accounts in HDAM

Obtained the HDI Customer Service Representative Certification.

Familiar with Active Directory, RSA Security Console, and FICAM.

Identify customers concerns, complaints and discrepancies to direct them through the proper channels for resolution.

Assure quality control and Helpdesk goals and objectives.

Providing support for DOJ OJP-designated special projects

Providing support in alignment with the anticipated annual cycle which includes but not limited to Solicitation Period conducted during the Fiscal Year Quarter 1 timeframe, DOJ announces its grant applications; Application Period conducted during the FY Quarters 1, 2, and on occasion, Quarter 3, when grant applicants submit applications in GMS (estimated 25,000 applications in GMS)

Provide assistance to applicants with uploading documents and ensuring applications are submitted; Review Period conducted during the end of the Fiscal Year Quarter 1 through end of May/June timeframe when DOJ OJP officials review grant applications in GMS;

Redbook Period during the June-August timeframe of each year, which is the DOJ process of making grant awards.

Providing on-going support to GMS users in the following areas: Assistance in filing Financial Status Reports (FSRs) due at the end of each fiscal year quarter for all grantees;

Assistance in filing Programmatic Progress Reports due either quarterly, semi-annually, or annually, depending on the nature of the grant requirements;

Provide assistance to OJP internal and external workers with access to GMS internal system and escalating any issues to tier2 technical staff.

Handling application incidents for Account Management Automation (AMA);

Identifying, escalating, and managing incident resolutions;

Managing end-user authentication, access rights/restrictions, account profiles, passwords, etc. for GMS user roles/profiles;

Closing GMS incident and service request tickets when appropriate;

Provide BVP website assistance.

Jacobs

Department of Justice-Office of Justice Programs, Washington, DC

April 2012-November 2016

OJP/GMSBVP Help Desk Technician

Same as above

Telesis Corporation

Department of Justice-Office of Justice Programs, Beltsville, MD

November 2010 - April 2012

Information Specialist

Provides assistance to the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Bureau of Justice Assistance (BJA) and the Office of Juvenile Justice and Delinquency Prevention (OJJDP) applicants seeking information and help applying for various funding opportunities and other assistance via phone, e-mail, or web-chat.

Drafts responses and other written material in response to individual requests.

Provide applicants with resources to complete necessary documentation to complete applications for funding via Grants.gov and the Grants Management System (GMS).

Provides technical support for applicants with issues with Grants.gov. and GMS

Provides assistance to BJA and OJJDP Policy Advisory, Program Managers making sure grantees meet all report requirements.

Zimmerman Associates

Department of Justice- Community Oriented Policing Services, Washington, DC

June 2010 – November 2010

Information Specialist

Provides assistance to the Community Oriented Policing Services (COPS) grantees financial information and other assistance via phone, e-mail, fax or mail.

Drafts responses and other written material in response to individual requests such as letters, memorandums, e-mail, brochures, and other documents in support of the COPS office.

Provide grantees, internal users with resources and helps them complete necessary documentation and navigate the COPS Website, CMS, and GPRS, on-line SF424 filing system, and IFMIS2.

Uses specialized data systems to research information.

Provides assistance to Law Enforcements agencies applying for the various COPS grants.

Lockheed Martin

Department of Justice-Office of Justice Programs, Rockville, MD

June 2008 - June 2010

Project Management & Planning Operations Rep Associates

Serve as team lead for activities related to Peer Review of discretionary grant applications, contract work, Interacts with government officials, subject matter experts, and project team members to coordinate assignments; develop work schedules; and plan, create, and approve work products and reports. Facilitate consensus reviews.

Oversees and managers the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management.

Reviews status of projects and budgets; manages schedules and prepares status reports.

Co-wrote Peer Review training materials

Assesses projects issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.

Lockheed Martin

Department of Justice-Office of Justice Programs, Washington, DC

June 2002- June 2008

Financial Assistant

Provides assistance to the Office of Justice Programs (OJP) Office of The Chief Financial Officer (OCFO) grantees, vendors, and contractors requesting financial information and other assistance via phone, e-mail, fax, or mail.

Drafts responses and other written material in response to individual requests such as letters, memorandums, e-mail, brochures, and other documents in support of OCFO.

Provide grantees, vendors, contractors and internal users with resources and helps them complete necessary documentation and navigate the OCFO Website, GMS on-line SF269 filing system, and FMIS2.

Uses, updates, and maintains OCFO tools, database, and other information systems.

Performs necessary data entry for submission of Automated Clearing House (ACH) Vendor Miscellaneous Payment Enrollment Forms, Award Documents, Grant Adjustment Notices (GAN), Categorical/Discretionary Assistance Progress Reports, E-mails, Facsimiles, Financial Status Reports (SF269s), Close-Outs, Individual Call Data Sheets for each inquiry, and the Phone Activated Paperless Request System (PAPRS).

Implemented tracking logs to monitor and account for all documents received in the office for accurate and timely processing.

Formatted working spreadsheets in Excel to monitor referrals, workflow, and abandonment rates.

Prepared all weekly reports by extracting data from ACD Reports.

Co-wrote ACH instructions currently used by OJP grantees.

Created and formatted referral forms and cheat sheets to ensure procedures were being followed.

Handled complex issues resulting from system errors.

Temporarily functioned as a Help Desk Technician resetting passwords and giving web access to authorized officials.

Uses specialized data systems to research information. Provides training and mentors new staff.

Lockheed Martin

Department of Justice-Office of Justice Programs, Washington, DC

June 2000 - June 2002

Administrative Assistance

Provided administrative support to the Office of the Chief Financial Officer/Customer Service Branch.

Created and maintain a filling system tracking all incoming calls, faxes, and correspondence from the Accounting Division, FMD, and the Financial Analyst.

Created and maintained working spreadsheets that tracked the number of incoming calls, requests and responses from and to the grantees, and various divisions within the Office of the Chief Financial Officer Customer Service Branch and the associated divisions.

Used specialized data systems to research information and prepared mailing lists for OCFO documents.

Provided policy guidance on OCFO rules and regulations.

Assisted grantees, vendors, auditors, contractors in completing ACH forms, and SF269s.

Processed ACH Payments enrollment forms and SF269s.

Maintained an accurate accounting of staff work schedules, vacation days, and scheduled time off.

Lockheed Martin

Human Resource Administrative Assistant, Washington, DC

January 1999-2000

Answered phone calls and responded to questions about benefits and policies.

Updated and organized spreadsheets in preparation of reports and presentation materials.

Scheduled interviews and appointments for recruiters, security, and offsite project managers.

Completed and filed new-hire paperwork and termination forms.

Created and maintained a database to track all incoming resumes.

Reviewed resumes of interested candidates of employment.

Process credit reports and conducted background information packages for security clearances.

Placed employments ads in newspaper and organized job fairs.

Education

Strayer University – Computer Information System – est. 1995- 1996

Theodore Roosevelt – High School Diploma - 1994

TECHNICAL SKILLS

Applications/ Operating Systems/Anti Malware/Remote Support

MalwareBytes, Windows XP, MS Office, WordPerfect, IE, Firefox, Chrome, Heat, FootPrints, Bomgar, IAM, CA Provisioning Manager, Airwatch, FICAM, LogMeln, Citrix, Remote Desktop Protocol, Windows Remote Assistance, WebEx, RSA Admin, Automated Clearing House Tracker database, Bulletproof Vest Partnership Database, Central Contractor Registration Database, Financial Management Info Sys 2, Integrated Financial Management Info Sys, Financial Capability System, COPS Financial Capability System, Grants Management System, Phone-Activated Paperless Request System, Southwest Border Initiative Program, Corel WordPerfect, Grants Payment Request System, FootNotes Customer Service Database, E2AvayaOne X Agent, Visual Basics 6x, Remedy, Unix, Jabber, GroupWise, Live Person Web-Chat Tool, Call Copy Player, VDI, E2 Solutions, Commerce Business Systems Application, Comprizon Suite, ServiceNow.

SPECIALIZED TRAINING/CERTIFICATIONS

Bullet Proof Vest Partnership (BVP) – 2016

Jabber Training – 2015

Virtual Desktop Infrastructure Training – 2015

HDI Customer Service Representative Certification – 2013

Computer System Access Training – 2010

Grant Payment Request System (GPRS) Training – 2010

COPS Financial Management Training – 2010

Phone-Activated Paperless Request System (PAPRS) for the Web – 2009

OJP Financial Management Training – 2005

Grants Management System (GMS) – 2002 to 2009

Grants Management/Challenges and Opportunities – 2001

Contact this candidate