Experience

TechAnax

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Bilingual Business Analyst - FMCSA CDLIS Gateway Support

  • Feb 2018 - Present



OBXtek, Inc.

• Tyson Corner, VA

• Bilingual Helpdesk Analyst/Specialist - FMCSA CDLIS Gateway

  • Jun 2014 - Jul 2021

  • Fully Vetted through DOT/FMCSA Public Trust Background check • Management and assign Helpdesk personnel shifts and tasks. • Conduct monthly staff training in support of FMCSA CDLIS Gateway and FCWD. • Process and email to the FMCSA CDL Team Lead the CDLIS Gateway monthly user reports. • Understanding of the AAMVA’s CDLIS Specification Manual, AAMVA State procedures manual, and AAMVA CDLIS ACD Code Manual. • Analyze, research and report state data issues to AAMVA via ticketing system. • Ability to communicate effectively and tactfully with all levels of professionals within and outside the organization. • Work in close conjunction with IT team, Business Lead and Senior Business Analyst and Program Manager. • Develop and maintain Helpdesk and FCWD procedures for consistency and increased productivity. • Tier 1 phone support and email support using the Genesys IVR System and Outlook. • An expert on tracking FMCSA CDLIS Gateway Background/Onboarding. • NLETS System Testing using SoapUI, tested the UAT for Canadian and Mexican Driver Systems. • Created a gap analysis of required system test data. • Experience using SharePoint and Team Foundation Server 2012 for creating tasks and bugs. • Interact with FMCSA Technical Support regarding CDLIS user accounts. • Creating and deactivating accounts, account password resets within the User Interface for Active Directory. • Create announcement messages and scheduled system maintenance notifications using the FMCSA Gateway Helpdesk Tool. • Develop email notifications to customers when AAMVA, CCMTA, IRE Bridge, FMCSA CDLIS Gateway, and Mexico Driver and Vehicles systems are down. • FCWD Support including, Compiling and scanning paper convictions, Triaging convictions for entry into FCWD and reporting triage results, Returning paper convictions to the States for correction via email, Verifying data entered into the FCWD, and Triage logs of technical issues to be addressed. Show less



OBXtek

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• Bilingual Business Analyst - FMCSA CDLIS Gateway Support

  • Jun 2014 - Feb 2018



Aqua America

• Cary, North Carolina

• Bilingual Customer Service Represenatitive

  • Apr 2012 - Jun 2016

  • Enrolling new customers and assist with customer inquiries, both in English and Spanish, responses and follow-up as needed using Banner system regarding meter reading, billing, meter installation, and collections. • Initiate service orders and provide service order status updates such as dispatch emergencies, hydrant meters. • Process customer payments, bank deposits, refunds, compensation requests & changes to accounts. • Responsible for the flow of a large quantity of daily internal and external mail and documents. Takes steps to insure the confidentiality of sensitive mail. Sorts, distributes, faxes, mails and follows up on mail as needed. • Ability to toggle between multiple computer systems and screens while speaking with customers. • Answer an average of 120 inbound calls a day, route incoming cases to local and national divisions in Pennsylvania, Ohio, Illinois, Texas, New Jersey, Indiana, Virginia, and North Carolina. • Able to maintain composure on difficult calls and recognize the need to escalate the call to a supervisor immediately. Show less



Toyota of Apex

• Apex, North Carolina

• Business Development Center Representative

  • Nov 2011 - Apr 2012

  • Answer All incoming phone calls to schedule sales or service appointments • Log all customer comments to Customer Relations Management (CRM) System • Follow-up with sales department to determine if the appointment was kept and what the outcome was • Purify and update customer changes in database • Respond to customer website request (internet inquiries) • Contact internet clients via e-mail and phone to schedule a sales appointment • Process all paperwork for Rental car request for the customer Show less



CESI Debt Solutions

• Raleigh-Durham, North Carolina Area

• Certified Bilingual Financial Counselor

  • Dec 2010 - Aug 2011

  • Provided individual counseling on various financial problems and complexities • Conducted Financial Needs Analysis and recommend appropriate products to meet client needs • Communicated with Bankruptcy lawyers and major Credit Card Companies to resolve client needs • Devise debt liquidation plans that include payoff priorities and timelines. • Build and maintain client bases, keeping current client plans up-to-date and recruiting new clients on an ongoing basis. • Provided individual counseling on various financial problems and complexities • Conducted Financial Needs Analysis and recommend appropriate products to meet client needs • Communicated with Bankruptcy lawyers and major Credit Card Companies to resolve client needs • Devise debt liquidation plans that include payoff priorities and timelines. • Build and maintain client bases, keeping current client plans up-to-date and recruiting new clients on an ongoing basis.