Asset Management Customer Service

MA RÍ A L. AG O ST O FA J A R D O

*** **** ***** ****, **** #8, Fayetteville, NC 28305

571-***-**** ***********@*****.***

A R E A S O F EX P E R T I S E

Over 15 years of experience performing IT Asset Management, IT Operations, Procurement, IT Operational processes, Asset Legal Hold, EUT Loss prevention, Records Management, QA Data Analysis, QA Testing, Data Research, Quality Assurance, Quality Control, Inspections, Audits, Customer Service, Program Metrics Reporting/Analysis, Data Entry, and IT related work.

Excellent time management skills, highly organized with superior attention to detail, proven ability to work independently and as part of a team. Excellent customer service skills. Administration, interpretation, translation, and transcription services using bilingual skills (Native Spanish).

Familiarity with Government personnel requirements and procedures; experience performing background investigations. Inactive Top-Secret Clearance.

SKILLS AND CAPABILITIES

Microsoft Office Suite

Microsoft Office 365

Adobe Creative Suite

Data Analysis Tools

Asset Discovery Tools

Teams/Skype for Business

Visio

SharePoint

Lauirs- Online Case Management

Research and Analysis

Product Planning

One Identity

ServiceNow (Asset Management)

Remedy (Asset Management)

Asset Inventory

Deltek Financial System

Quality Management System (QMS) Survey Monkey

Required Capabilities Analysis (RCA)

Axonius(CyberSecurity Asset Management)

Time Management

DefenseReady

Project Management

Lansweeper

SecureDoc

PROFESSIONAL EXPERIENCE

KForce – Humana/Conviva Care Solutions Contract

ITSS Asset Management Business Analyst September 2022 to Present

Responsible for tracking, managing, and optimizing IT assets throughout their lifecycle. Maintained and accurate asset inventory. Collaborated with IT, procurement, finance, and security teams to maintain a streamlined asset management process. Conducted in-depth analysis of existing IT systems and business processes within the ITSS (IT Shared Services) organization to identify areas for improvement and optimization. Developed clear and concise business requirements documents (BRDs), user stories, process guides, and use cases to communicate stakeholder needs to technical teams. Collaborated with stakeholders across different ITSS departments (e.g., infrastructure, applications, support) to ensure alignment of IT solutions with business objectives. Performed gap analysis between current state and desired future state, recommending solutions to bridge identified gaps. Supported ITSS projects by providing business analysis expertise throughout the software development lifecycle (SDLC). Assisted in the planning, execution, and monitoring of ITSS initiatives, ensuring adherence to timelines and budget. Facilitated communication between business stakeholders and IT development teams to clarify requirements and address issues. Contributed to the development of training materials and provided post-implementation support for new ITSS systems and processes. Analyzed ITSS-related data to identify trends, patterns, and insights that could inform business decisions and improve service delivery. Developed and maintained reports and dashboards to track key ITSS performance metrics. Collaborated with technical teams to ensure data accuracy and integrity for reporting purposes. Utilized data analysis tools to manipulate and interpret data effectively. Presented data-driven recommendations to ITSS management to support strategic planning and continuous improvement efforts. Served as a liaison between ITSS departments and business stakeholders to understand needs and translate them into actionable IT solutions. Analyzed business processes and IT systems within the IT Shared Services environment to identify opportunities for efficiency gains and service enhancements. Documented business requirements, facilitated communication, and provided support throughout the project lifecycle. Contributed to the successful implementation of IT projects within the ITSS organization, ensuring alignment with business goals. Assisted in the development of documentation and training materials for ITSS systems and processes. Assessed and refine IT operational processes, identify inefficiencies, and implement structured improvements to enhance service delivery and operational maturity. Optimized ITAM and procurement processes, track IT expenditures, and collaborate with Finance to improve budgeting, cost analysis, and financial reporting. Developed strategies for asset tracking, asset recovery, asset record accuracy, asset decommission process. Acted as a bridge between IT, Finance, and Procurement, driving continuous improvement initiatives and developing reporting dashboards for data-driven decision-making. Strong understanding of IT service management (ITSM), IT asset management (ITAM), and IT procurement.

JACOBS – Fort Bragg, Fayetteville, NC

Network Asset Manager, April 2018 to September 2022

Extensive experience with gathering detailed hardware and network inventory information to develop and maintain an effective asset management program. Provide support activities to manage IT assets in classified and unclassified domains, navigate procedural and policy boundaries to conduct on-site inventory of assets across the enterprise, identify and remove obstacles to the completion of asset inventories, follow established procedures for the decommissioning of IT assets, and manage supplies. Joining financial, contractual, and inventory functions in support of new material purchases and capital equipment replacement program (CERP). Working directly with the Government to maintain a seamless transition from the creation of purchase orders to the delivery of assets, to the disposal of end-of-life items. Maintaining the accuracy of Configuration Items (CIs) in the Configuration Management Database (CMDB). Developing and maintaining processes for managing and tracking the full IT asset, license, and maintenance life cycle, from procurement to retirement. Defining, maintaining, and updating policies and procedures for effective management of the IT asset life cycle (e.g., acquisition, deployment, utilization, de-installation, reallocation, and disposal). Tracking and maintaining an accurate inventory of assets throughout their life cycle. Auditing, validating, and reconciling software licenses against the installed asset base. Providing subject matter expertise for personal computer (PC), network, and server licensing. Planning for the population of the asset database. Managing the asset database. Ensuring regular housekeeping of the asset database. Working closely with the Government to ensure policy compliance and asset maintenance. Identifying opportunities to fully utilize unused or partially used IT hardware assets. Defining metrics, collecting data, and reporting on the effectiveness of IT asset management processes. Ensuring that the CMDB and asset database are highly accurate. Researching licensing models, product use rights, as well as licensing metrics.

SMARTRONIX/GDIT COMPANY – Fayetteville, NC

System Administrator/Asset Manager, September 2017 to March 2018

Effectively managed and tracked the G6 Operational assets. Worked collaboratively with the team and reported to asset management. Monitored and managed assets from acquisition to disposition. Managed the functionality and efficiency of a group of computers running on one or more operating systems. Maintained the integrity and security of servers and systems. Set up administrator and service accounts. Maintained system documentation. Conducted interaction with users and evaluated the vendor products. Suggested recommendations to purchase hardware and software. Developed and monitored policies and standards for allocation related to the use of computing resources. Developed and implemented testing strategies and document results. Provided advice and training to end-users. Provided guidance and work leadership to less-experienced staff members. Maintained current knowledge of relevant technologies as assigned. Participated in special projects as required. Assisted in all aspects of the administrative, financial, capital and operations of the assigned portfolio.

ARMA GLOBAL/GDIT COMPANY – Fayetteville, NC

SharePoint Site Administrator/Data Migration, September 2015 to September 2017

Service Transition Management USASOC Portal Migration Support. Provided support for the creation, documentation, migration and daily operation of the SOF Enterprise collaboration capabilities. Provided a generic platform to ease traditional development and allow OOTB development to occur and enhance the organization ability to quickly combine data and content to create information. Migrated portal content/pages in accordance with applicable USASOC Policy and SOP’s. Provided migration assistance to USASOC HQ/G5 with the evaluation of information sharing and knowledge management issues and strategies. Provided security management support performing classified document control functions, classified materials inventories, program access requests, preparing and monitoring personnel indoctrination and debriefing agreements, and maintaining and using security-related databases. Provided assistance to train and support business users on SharePoint usage and backing up SharePoint data, managing permissions – restrict and revoke access as required. Created, leveraged and managed content types, site columns, lookups and templates for re-use in sites. Determined and created scalable structure for top level, directorate, division, and branch sites. Ensured uniform navigation throughout sites. Performed data analysis and data entry for the Required Capabilities Analysis (RCA) system at USASOC G5 Unit. Conducted web research and documentation handling responsibilities including proofreading, scanning, and uploading documents into the customers systems. Performed SharePoint site administrator responsibilities for the Team site portal. Maintained all access control to the SharePoint site. Enhanced the structure, user interface, and accessibility to improve document sharing and collaboration across the organization per direction of the customer. Maintained and enhanced the components, look, and feel of the parent site and sub-sites per direction of the customer. Implemented SharePoint workflow to automate simple business processes. Developed new sub-sites per the direction of the customer. Provided customer service support to all SharePoint end-users in the organization. Collaborated with end users to identify needs and opportunities for improved data management and delivery. Archived data as appropriate. Provided assistance information on the SharePoint portal and Enterprise collaborative tools for SOF Enterprise end users and other support personnel to use to reduce the number of elevated trouble tickets. Provided administrative support to all team members and maintained the SharePoint environment to include constantly revisiting and reviewing content to ensure business relevance. Provided desk side instruction on SOF knowledge systems. Customized and maintained landing page to encourage traffic and user adoption. Monitored site usage and follow up on dormancy on a regular basis. Provided day-to-day operation support to SharePoint Portal Team.

EDUCATION & TRAINING

UNIVERSIDAD DEL TURABO — Gurabo, Puerto Rico

Master’s in Human Resources and Public Affairs (MBA) (Summa Cum Laude)

Bachelor of Arts (BA) in Social Sciences with a minor in Psychology (Summa Cum Laude)

Certifications:

ITIL Certification, October 2018

Courses: Security+, MCSA Windows Server 2012 R2

FEMA IS-100, IS-700, November 2010

CPR – HeartSaver AED Certification, November 2010

Balanced Scorecard Training, December 2009

Standard CMMI Appraisal Process Improvement v1.2, August 2009 CMMI-DEV v1.2, July 2009

Certified Information Systems Auditing (CISA), June 2008 – passed exam

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