Security Clearance Customer Service

Tiffany Worthy

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

202-***-****-mobile

OBJECTIVE

To obtain a challenging position with substantial growth potential that will enable me to maximize my knowledge and experience while acquiring new skills.

SECURITY CLEARANCE

Public Trust Moderate

SUMMARY OF QUALIFICATIONS

Self-motivated, outgoing individual with exceptional organizational and time management skills. Trained in providing exemplary customer service skills. I have the ability to work well independently or as a member of a team.

SOFTWARE

Azure DevOps, ServiceNow, Jira, Confluence, Bitbucket, Track-IT, BMC Footprint, BMC Remedy, BMC Service Request Management, HPSM, RQST-IT, Microsoft SQL Server Management Studio 2008 & 2016, Microsoft Access, Microsoft 365, Microsoft Teams, Windows 7,10 &11, Bomgar/Beyond Trust, SharePoint, Workday, Google Workspace, Zoom, DocuSign, Silver Fox, iTunes Connect, Google Play Console, Android devices, Apple devices, TestFlight, RISPC, AIRG, SecureSite, Part243, eOTMA, FARS, Data Download, Oracle, Oracle Financials, People Soft, Work Force, Quiet Zone Calculator, Zscaler, VPN, PBX, Virtual PBX, Cisco Jabber, Avaya One X Agent, Citrix, EDR Quality Control, Global Submit Review, DARRTS, Panorama, DQCP, Storis, Survey Monkey, MailChimp, DDM, Live Person Web Chat Tool, multi-line phone system, data entry

EDUCATION

University of Maryland

Bachelor of Science in Information System Management

Graduation May 2019.

PROFESSIONAL EXPERIENCE

GDIT (contractor) AO Courts

System Engineer 10/2023-Present

Provide liaison with members of the implementation team, select ASO/Business Office representatives, the System Development Support Office (SDSO) Training Team, SDSO Testing Team, and the National Support Desk (NSD) Tier 1 Support Teams.

Apply updates to a Help Desk Knowledge Base. Work with Product Owners and System Engineers to develop User Stories to meet the Feature acceptance criteria.

Act as a liaison with the Tier 3 Support Team and system development teams as required to record and resolve software defects.

Coordinate with the Product Owners to review and prioritize features.

Make updates to the Helpdesk Knowledgebase.

Monitor, communicate and document the progress of an issue within Service Now.

Develop and produce training products (including job aids, electronic learning modules, procedure guides) to support technical and functional training.

Assist in the review of training materials created by the SDSO Training Division.

Spatial Front (contractor) NHTSA

Application Support Analyst/Scrum Master 3/2020-10/2023

Provide technical assistance for incoming requests and issues related to system applications. Respond to requests online via email & phone.

Gather detailed information and ask applicable questions to troubleshoot and determine the nature of the requests/problems.

Give users clear instructions on resolving their issue - walk users through the problem-solving process. Held screensharing sessions with users.

Document and maintain a knowledge base of issues and issue resolution responses and strive to restore user productivity as soon as possible to the system.

Use a helpdesk tracking system to document all application issues, application enhancement requests and change requests.

Provide reporting of helpdesk activities and statistics. Provide metrics related to the lifecycle of a helpdesk request, in addition to reporting on reoccurring issues and requests.

Work with Development and Quality Assurance team members, as well as Project and Program Managers on SDLC activities for the application.

Document test cases and various scenarios.

Assist with WEB API by testing and validating JSON files.

Smoke test the database.

Spatial Front (contractor) FRA

Application Support Analyst 11/2021-11/2023

Analyzes needs and implements O&M modifications to software applications.

Tests new applications, system upgrades and application bug fixes for FRA applications in test, staging, development, and production environments.

Prepares test cases, performs QC/QA functional and regression testing.

Create User Acceptance Plans (UATP) and assists the client in performing user acceptance testing.

Assists with requirements gathering for software change releases.

Documents issues and furnishes testing results to development team.

Develops SQL queries to respond to ad hoc requests by the FRA client. Maintains SQL database reference tables used by the FRA Project software applications.

Utilize web chat to support, troubleshoot and resolve issues/concerns with end users.

Prepares documentation on help systems and release notes. Prepares quick reference guides including the RMS (Reference Management System) Guide.

Provides current reference tables such as inspectors, railroads, regulations, etc., for synchronization by remote applications.

Supports help desk users’ requests by troubleshooting and responding to issues for AIRGNET (500 railroad users, PC system), RISPC (600 FRA and State inspector users, PC system), and Web applications (FARS, Data Download, RIP, VGTS, etc.).

Responds to requests which entail conducting research on challenging issues; then ensures appropriate closure of tickets via help desk ticketing system.

Supports AIRGNET users with installations of SQL Express and SQL Server Management Studio, which includes changing permissions to either the SQL Server database, or to the application folder.

Aid AIRGNET users with SQL Server and Windows permissions issues to enable them gain access to the application folder where the database files reside.

AnthroTronix, Inc. 5/2017-7/2023

Quality Assurance Analyst

First Line Support on a cognitive assessment mobile software product to corporate clients and resellers via e-mail and telephone. First point in contact for issues raised by customers.

Perform ongoing routine application maintenance, production support, and troubleshoot existing information systems errors.

Diagnosing reported problems or configuration issues and recommending possible solutions.

Contributing to potential functional workarounds or resolutions via interaction in technical discussions with team members.

Maintaining a bank of Environment Surveys and other related technical documentation.

Documents functions and changes to new or modified modules and test activities/results.

Ensuring that issues forwarded from the field, are resolved in accordance with the Internal Procedures as laid down.

Develops/builds IT solutions to meet business requirements.

Coordinate with scrum masters, product owners and the scrum teams to provide technical solutions that address user needs.

Bug testing for new iterations of the product.

Create Business Associate Agreements for paying customers and partners.

Telesis (contractor) Food Drug Administration 9/2014 – 5/2017

Help Desk Analyst

Provide Tier 1 Service Desk assistance to end users on the CDER Direct Portal.

Identify, document, classify, triage and resolve all help desk tickets created within CDER Direct, CDEReFacility, CDER ESUB and OBI –ACA6004.

Provide weekly, monthly, and quarterly reports with statistics regarding the number of inquiries, open and closed requests for analysis trends, escalation points, and any other pertinent information depicting resolution, metrics.

Provide Tier 2 support when needed. Familiar with searching accounts, resetting password, disable accounts, providing & verifying usernames and unlocking password

Contribute to development of Standard Operating Procedures (SOPs).

Coordinate, collaborate and provide documents to other service desks, data centers, users and subject matter experts for timely resolutions of submission issues.

Reset passwords, provide manual overrides, withdraw facilities and disable accounts.

Update information in the Help Desk knowledge base on BMC Footprints.

Utilize email to obtain, respond to, and close request from end users.

CITL IT Liaison

Perform initial review of all non-standard hardware or software requests from Center staff an approval for various types of ERIC IT request through HPSM & Service Now.

Review and validate IT equipment orders made by their Center through eOrder.

Verify the requested hardware or software has received prior approval for use within the FDA infrastructure.

Process request for Center staff for special use mailboxes, Network share access approval, Iron Key activations, distribution list, shared calendars, blackberry/Air card Validation and PC refresh.

Provide computer repair approvals and requests to add computers back to the network or to be reimaged.

Assist Center customers with completion and processing of FDA Form 3530 for elevated access to databases and systems, verifying the business need for access.

Work with OIMT on software upgrades, testing images, and process change

Telesis (contractor) Department of Justice 4/2012 9/2014

Information Specialist

Aid 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 webchat.

The first line of response for all inquiries and provide accurate and timely answers to various types of questions.

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

Instruct the applicants on the procedures on how to obtain information from F.O.I.A Request.

Direct customers to helpdesks, grant managers or policy advisors when more advanced technical, programmatic or policy guidance is required.

Perform outreach calls to organizations to inform them of the procedures of closing out grants and submitting quarterly reports.

Support the BJA and OJJDP Policy Advisory, Program Managers making sure grantees meet all reporting requirements.

Entered calls into the call BMC FootPrints call tracking software.

Handle incoming calls and return voicemails within 24 hours.

Submit the daily status reports, quarterly and monthly report with appropriate, quad, pie and bar charts.

Telesis (contractor) CPSC 10/2009 – 4/2012

Contact Representative

Handle incoming calls and assist consumers with inquiries on Federal regulations, standards, and guidelines concerning household items.

Prepare the daily status report, weekly report, quarterly report and monthly report.

Contributed to the preparation of the SOP, training manual and assisted in training new hires.

File incident reports for safety hazards for various products and navigate system applications as needed to resolve inquiries.

Receive and respond to emails and voicemails within a timely manner

Record scripts of recent recalls and ensure that they are uploaded into the telephone system.

Mail out publications and safety notices when there is a recall.

Maintain a daily ledger for voicemails, emails, publications, recall notifications

Contact this candidate