System Admin, Travel Specialist, Travel Coordinator, System Analyst

QUALIFICATION HIGHLIGHTS

An accomplished professional with demonstrated success across varying platforms, having improved daily productivity and creating positive impacts to the bottom line. I am a skilled Project Manager with proven ability to lead and motivate teams, to maximize productivity. A technological savvy self-starter, adept at moving into new environments and drawing reference from existing experience to quickly adapt to new technologies. Bear first-class communications and collaboration skills to work in harmony with diverse groups effectively.

IT/ IT Security

Technical Analysis

Project Management

Maintenance/Upgrades

IT Process Development

Government Travel Management

Financial Management

Software Instructor

Call Center Support

EDUCATION

Diploma, Business/Office Administration, Yorktowne Business Institute, November 1987

Certificates, MS FrontPage, Photoshop, HTML, Excel, Managing Difficult Conversations, AOL University, April 2001 – July 2004

A+ Certificate, DRA Software Training Institute, December 2000

EXPERIENCE

MIL Corporation – U.S. Department of State (DoS)

E2 Travel Solutions System Admin, Arlington, VA January 2012 – Present

Support the U.S. Department of State employees’ travel and financial operations, navigating all areas of the E2 Travel and Momentum Financial systems.

Manage account and application access; issuing and removing secured access to all bureaus within the Department of State’s domestic and international employees and partners. Use business rules established to define how each access should be dispensed and managed in compliance with the DoS security policies. Assist employees with general access and account maintenance such as verifying login credentials, updating passwords, updating user profile information, applying approval routing, modifying routing templates and internal DoS Bureau-specific account settings.

Provide guidance on preparing travel orders and vouchers in accordance with the Federal Travel Regulation, GSA City Pairs and the DoS travel policies.

Conduct weekly interface reporting on the DoS’ travel and financial systems to track expenditures, perform audits to compile interface data analyses of travel obligations, travel advances, travel vouchers, rejected and unprocessed travel documents, and total spending between the Momentum and E2 Travel Solutions systems. Resolve rejected E2 document errors that does not properly interface with the financial system and resubmit for processing. All findings are provided to management verbally and in a statistical report.

Complete A-123 audit requests on various aspects of the DoS’ travel operations, to include travel order and voucher financial data and the design processes.

Provide financial support on the Momentum Financial System in accordance with the Department of States’ Standard Operating Procedures (SOPs) for the following functions: (1) obligating/de-obligating, accruing, costing and paying legally incurred and properly documented expenditures of funds and/or appropriations; (2) monitoring and reconciling accounts, ledgers and reports; (3) preparing financial reports, reviewing and interpreting reports for end users; and (4) review a variety of data entries to transactions and provide interpretations and guidance on how to perform adjustments or corrections of daily activities including transfers, accruals, obligations and payments.

Identify and analyze problems of diverse subject matters, distinguishing between relevant and irrelevant information to make logical decisions; providing solutions to individual and regional problems. Communicate resolution information verbally and in written narrative form, to convey findings and recommendations, documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution, using the Case Remedy ticketing system to track and route problems and requests, and document solutions.

SRA International – Government Accountability Office (GAO)

GovTrip HelpDesk Administrator, Wash., DC

May 2010 – December 2011

Supported the Government Accountability Office in the areas of International and Domestic travel, using GovTrip as the primary means of making travel arrangements. Managed the full life cycle of travel arrangements, incorporating a travel budget, fiscal data and reimbursement. Engaged with the end users via Travel Help Lab sessions, telephone, email and desk-side support on the GovTrip Travel System. Support included account access and creation, document preparation, "how to" questions and password and service performance issues, in accordance with established Service Level Agreements (SLAs). Utilized all facets of the GovTrip Travel System, including the Online Booking Engine (OBE) and document processing for travel authorizations, vouchers and local travel vouchers.

Prepared TDY travel orders for GAO VIPs, employees and fellows traveling domestically and abroad, to include making airline reservations, lodging reservations, vehicle and rail reservations. Entered all associated expenses in addition to the major reservation costs, needed to accompany travelers while in transit for items such as transportation To/From residence and airport, tips, taxes, etc. Also acted as a liaison for travelers, by assisting in the reservation process with GAO's official travel agent. Ensured travelers were equipped with required travel documentation before departure; travel orders, official government issued identification, passports, medical, security and country clearances.

Reviewed and assisted agency travelers with preparing and submitting travel vouchers for final processing. Uploaded supporting travel documentation for international, invitational, exception and other specialized travel.

Provided guidance and educated travelers on federal travel policy and procedures, related to reservations for air, hotel, vehicle and rail; determining when to refer more complex issues to appropriate agency travel policy authorities. Collaborated with the GovTrip Vendor to resolve complex application functionality issues.

Assisted new travelers with preparing and submitting their travel card application.

Managed travel requests and helpdesk tickets via the ITSM Ticketing System and the e-travel mailbox, following set policies, procedures and SOPs when assisting clients, to ensure proper handling of requests. Each helpdesk ticket included detailed troubleshooting documentation that explained the problem, the work performed on the problem and the resolution to the problem. Provided timely responses to client and management requests. Status updates on requests were documented on a regular basis. Provided bi-weekly status reports, based on agency specific performance metrics. Completed special travel projects assigned by the COTR.

Daston Corporation – General Svcs Admin (GSA) /Office of Personnel Management (OPM)

Sr. HelpDesk Analyst, McLean, VA

July 2008 – May 2010

Responsible for providing application and technical assistance under the Office of the Chief Financial Officer (OCFO) to GSA and OPM employees, engaging with the end users via telephone, voicemail and email about the OCFO’s supported software and computing platforms, ranging from account "how to" questions, access requests, password and service performance issues, in accordance with established SLAs.

Supported Agency Travelers in the areas of international and domestic travel using E2 Travel Solutions as the primary means of making travel arrangements. Utilized all facets of the E2 System, including the Online Booking Engine and document processing, guiding end users step-by-step in preparing travel authorizations, vouchers, local travel and miscellaneous claims. Reviewed travel orders and vouchers ensuring that all documents were completed and correct before submitting for final processing.

Educated travelers on the Federal Travel Policies related to reservations for air, hotel, vehicle and rail; collaborate with E2’s Dev Team to resolve complex application functionality issues.

Provided technical Pegasys accounting expertise and analysis in accordance with the OCFO and agency financial requirements for the following functions: (1) obligating/de-obligating, accruing, costing and paying legally incurred and properly documented expenditures of funds and/or appropriations; (2) monitoring, maintaining, and reconciling accounts, ledgers, and reports; (3) preparing financial reports, reviewing and interpreting reports for end users; and (4) review a variety of data entries to transactions and provide interpretations and guidance on how to perform adjustments or corrections of daily activities including transfers, accruals, obligations and payments.

Identify and analyze problems of diverse subject matters, distinguishing between relevant and irrelevant information to make logical decisions; providing solutions to individual and regional problems.

Effectively communicate resolution information verbally and in written narrative form, to convey findings and recommendations, documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution, using a ticketing system to track and route problems and requests, and document solutions.

Work with Tiers II/III to restore access and/or identify and correct core incidents and issues with the E2 Travel Solutions, Pegasys Financial System, Business Objects, NEAR/NEAR Online, PilotWorks, FedDesk and FMIS applications. Escalate issues that require urgent attention.

Greater Washington Mortgage Co., LLC Loan Originator, Lanham, MD

November 2006 - January 2009

Originate mortgages for home purchases, refinance, and new home construction.

Solidify contacts with local realtors, contractors, financial advisors, referral sources and potential borrowers; inspect all properties for requested financing.

Review and analyze loan transaction packages for preliminary approval or denial in accordance with industry guidelines.

Assemble all required documentation for processing and underwriting on each transaction, and prepare and present all related deal points to managing broker.

Assist customers with credit repair, insurance and financial needs.

AOL, LLC (1999 – 2006)

AOL, LLC

Technical Security Analyst, Reston, VA

July 2004 - November 2006

Safeguarded the IT Security environment primarily focused on protecting confidential and sensitive networks. Collaborated with law enforcement and officials investigating fraudulent network activity in an effort to resolve criminal cases. Served as initial POC for Events of Interest reported from internal and external sources. Initiated alarm incident escalation process and maintained contact with all affected parties during the incident’s life cycle.

Managed account and application access, issuing or removing secured access to AOL’s 10K+ domestic and international employees and partners to the advertising, finance, reporting, customer care and database environments using a broad range of specialized applications. Used business rules established to define how each access should be dispensed and managed in compliance with the Sarbanes Oxley (SOX) requirements.

Managed the PKI Certificate Authority, supporting a variety of PKI services and allowing customers to function within an elevated secured environment. Approved and issued VeriSign and GeoTrust SSL Certificates to AOL and Time Warner employees.

Provided technical assistance, support, and advice to end users for hardware, software, and application access. Investigated and resolved end user software and hardware problems. Assisted customers with time-sensitive requests and escalations.

Assisted employees with general access and account maintenance such as verifying login credentials, updating passwords, updating user profile information and binding, unbinding and syncing RSA SecurID keys. Performed audits providing user analyses and service level data on advertising, finance and reporting applications.

Prepared and delivered presentations on ad management and financial applications. Cross-trained IT Security staff on access related subject matter transitioning into IT Security.

Network Analyst, Reston, VA (AOL)

April 2001 – July 2004

Supported the broadband, narrowband and satellite networks using real time alarming of network faults, trending of faults, analysis and notification. Performed proactive network element status and health checks as part of normal surveillance activities of the 24x7 Network Operations Center.

Upon receipt of network trouble conditions, followed procedure to directly access certain network elements to validate and further sectionalize specific trouble conditions. Communicated with internal and external partners to report network issues. Using the Remedy ticketing system, created, updated, escalated or closed trouble reports.

Provided real time and near real time responses to technical support groups and NOC Management regarding network faults. Provided assistance and coordination; facilitated restoration efforts with TMs, field engineers, service providers, vendors and other internal/external support organizations.

Strictly managed assigned deadlines for network maintenances and events. Managed vendor performance to ensure proper handling and troubleshooting of trouble tickets; educated RBOCs and vendors on policies and procedures when warranted.

Prepared daily shift reports to inform management of production and to ensure that outstanding issues were documented for turnover.

Worked to develop and implement network management tools and processes to improve the NOC capabilities, and to ensure quality service levels across all markets.

Identified procedural errors and reported them back to the source and management. Worked to ensure that procedures and processes were clear and that technicians were able to follow them. Provided technical support, training, and guidance to junior or lesser-experienced external technicians and NOC employees.

Hosted Network Operation Center tours and presentations for invited guests.

Customer Care - TCS/IDP Specialist, Tucson, AZ (AOL) October 1999 April 2001

Supported AOL’s multi-million members with account "how to" questions, Community Action appeals, billing, installation and service performance problems. Utilized several troubleshooting tools and applications simultaneously to resolve customer issues and maintain a positive member experience.

As Team Lead, assisted the team coach with daily duties, training new employees, initiating team promotions, encouraging motivation and moral amongst team members and promoting unity and respect. Introduced new ideas and tasks for the team to ensure that established goals were met and continuing stellar customer service is provided. Participated in roundtable discussions and brown-bag lunches to discuss how to maintain great and enhance customer service.

Against forecasted requirements for deficits and surpluses at all sites, monitored real time call volumes and patterns. Coordinated voluntary time off and overtime based on service levels and other contributing factors; worked with site Duty Managers to resolve miscellaneous, response needed conditions. Monitored call center phone queues and graphs for accuracy, irregular trends and/or system abnormalities. Performed daily maintenance on AOL’s US call center’s TCS databases; troubleshot TCS systems when needed.

Produced reports for call center and TCS management detailing call volumes, employee production and site-specific activities and issues. Managed employee Leave Bank Database, processed on/off-site exceptions for all call center employees, adjusted employee schedules as necessary and handled individual consultant attendance issues.

Starred in AOL’s television commercial that advertised recruiting opportunities; participated in many company-sponsored functions such as fundraisers and charity events.

TECHNICAL EXPERIENCE

Operating Systems:

Windows 9x, ME, NT, XP Professional, XP Media Center, Windows 2000/2003,

Linux RedHat, Unix, Windows 2007

Hardware:

Laptops, Workstations, Modems, Memory, Printers, Scanners, Cisco Routers, Hubs

Software:

Exchange, MS Office Suite, McAfee, Norton, Acrobat, Remedy, Active Directory,

ERP Financials, Cornerstone-SAP, Cognos, Salesforce.com, PeopleSoft, Citrix,

Calyx Point, SecureCRT, PuTTY, ProComm Plus, AMS, Potter, RADAR, LDAP,

E2 Travel Solutions, GovTrip, Pegasys Financial System, ITSM, Case Remedy

Networks/Protocols:

LAN/WAN, TCP/IP, WINS, DNS, DHCP, TELNET, VPN, FTP, Ethernet

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