Experience

HeiTech Services, Inc.
• United States
• Business Consulting and Services
• 100 - 200 Employee
• Deputy Project Manager

  • Oct 2015 - Present


Front Rowe Inc.

• United Arab Emirates
• Wellness and Fitness Services
• 1 - 100 Employee

• Project Manager

  • Mar 2012 - Nov 2012

  • Direct Supervisor of a small team tasked by the DOL to obtain, prioritize and digitize specific information for retrieval by government agencies via a secure website. Performed a variety of tasks: Writing Proposal Technical Approach, Quality Assurance Surveillance Plan, Project Plan, Transition Plan, and all Operating Procedures to be implemented upon award of IDIQ government contract. • Communicated directly with government liaisons and company directors concerning project cost, staffing, and scheduling. Prepare project status reports and ensure plans adhere to contract specifications. • Review processing schedules/production orders to make decisions concerning inventory, staffing, work procedures, or duty assignments, while staying on time/in budget. Hire, train, evaluate, council and/or discharge staff. • Perform quality inspections of all scanned materials and indexed data, periodic observation to verify process compliance with SOPs and work instructions. • Migrate completed data from the Processing Center to the Share Point. Accessing Sharepoint to edit information and documentation when necessary. Responsible for testing the repository and reporting any discrepancies and inconsistencies with the technical service provider vendor. Show less



Serco

• France
• Oil and Gas
• 1 - 100 Employee

• Production Control Supervisor

  • May 2009 - Nov 2010

  Direct Supervisor of a small group of people tasked with production control of a COBRA Appeals contract. Also assisting in the management of the COBRA Appeals Processing Center- (This contract is a part of the American Recovery and Reinvestment Act 2009.) Project plan encompasses the intake, preparation, and scanning of documents and filing all hardcopies of applications from all of USA. Monitor the workflow and productivity of the scanning operations team daily. Created a working SOP to reflect the intake portion. Perform in-process audits, implement receipt monitor reports, create detailed daily production plans to improve performance and prevent reworking of the processing center. Responsible for the implementation of quality processes and ensure that employees are trained in and follow processes documented in SOPS and work instructions for the functional work area. Analyzes quality trends, identifies systemic issues, performs root cause analysis and recommends corrective and preventative actions to address quality issues. Show less



HeiTech Services Inc

• United States
• Business Consulting and Services
• 100 - 200 Employee

• Project Manager

  • Apr 2008 - May 2009

  Manage a group of up to 19 employees who worked on a Document Management and scanning project for the Office of Foreign Labor Certification, a division of the Dept. of Labor. Project plan encompassed Document Preparation, Scanning, Indexing, and Quality Control of over 2 million confidential case files. Supervise all four separate functional areas of the process. Manage project to project plan including financial aspects of the project. Monitor each aspect of the areas daily, for progress, performance, and quality control. Interview and train team members, analyze existing processes and initiated and implemented changes as needed. Verify all work by staff in a tracking database. Handled all correspondence with Vendors and managed all supplies for the area. Report progress weekly: via status reports, graphs, etc., to the COTR as well as the company VP. Attended weekly meetings with client sites via teleconference as well as personally attending any meeting held offsite at government locations. Project completed and delivered to Department of Labor, meeting all milestones and deliverables that are vital in the projects scope of work. Show less



Venable LLP

• United States
• Law Practice
• 700 & Above Employee

• Help Desk Analyst

  • Nov 2007 - Apr 2008

  Provide frontline support in assisting users with questions regarding desktop applications and hardware/telecommunications equipment. Troubleshoot requests and escalate questions/problems/issues as appropriate. Provide tutorial to users as needed. Follow-up to ensure problems have been resolved. Escalate unresolved issues to Management. Record call status and response provided via automated tracking system. Review prior user call activity to identify reoccurring calls, and, if necessary, make recommendation to supervisor regarding additional training. Provide emergency and non-emergency system support as necessary. Assisted with installation of computer hardware and software and provided instructional assistance as needed. Solve any problems/issues that may be encountered when connecting to the virtual private network. Performed periodic network status checks and communicated problems to the senior help desk analyst. Assigned computer equipment for temporary use to firm personnel as needed Show less



International Monetary Fund

• United Kingdom
• Government Administration
• 1 - 100 Employee

• Help Desk Analyst

  • Feb 2007 - Nov 2007

  02\2007- 11\2007 Front-line representative to the Fund user community, responsible for delivering high quality customer service and end user support (To users located world wide as well as onsite.) as defined by the service level agreements between the help desk and the client's user community. Performs trouble-shooting and diagnostic services to determine the probable cause, and logically take the caller through a step-by-step problem determination procedure to resolve user problems via phone. Use of Remedy Tracking system to document activities, and record service requests histories as a part of each trouble-shooting task, and also to document resolutions of service calls. Knowledge of information systems technology: to include common computer applications, operating systems, hardware networks and messaging systems to support end-users with PC-based applications. Show less



Environmental Protection Agency

• Ireland
• Environmental Services
• 200 - 300 Employee

• Technical Support Professional- Task Manager

  • Aug 2005 - Feb 2007

  Supporting 13 geographic locations spread through out the United States, while covering a client base of over 3500. Able to trouble shoot various Windows applications as well as site specific applications. Excellent customer service skills and call center/help desk experience is a requirement in this fast paced and high pressured governmental position with a very diverse client base. Support all VIP clients in current site locations using various technical support applications and programs. Generate daily and weekly reports for Call Center to be evaluated for SLA compliance using Cisco CRA Historic Reporting v3.1, as well as MS Access for historical tracking purposes. Adding and editing new procedures in a knowledgebase to be used by all on site technicians. Experience includes all Microsoft products, SMS (for remote assistance), experience with an ACD (Cisco VoIP ACD), also recently migrated to Active Directory from Novell; using Lotus Notes for email, and C.Support (a Notes based product) for all ticket tracking. Show less



AIA

• Hong Kong
• Insurance
• 700 & Above Employee

• Help Desk Tech Support

  • Feb 2003 - Aug 2005

  Identify research and resolve and resolve and respond to technical problems sent from clients via phone/email. Electronically track and monitor all requests for assistance to insure a timely resolution. Troubleshoot problems and inquiries regarding Windows 95, 98, 2000 and XP. Troubleshooting all software installations and configurations for customers as needed. Knowledge of commonly used concepts, practices, and procedures within a software installation environment such as experience in troubleshooting Windows 95, 98, 2000, applications in which key code S/W unlock procedures, and user-based applications usage where troubleshooting is required. Experience with NT and XP. Provided Microsoft Office support and experienced troubleshooting for software installations and configurations. Strong verbal skills and effective active listening is imperative. Productive written and oral communications practiced daily. Also able to identify and resolve client problems promptly. Train new employees in departmental procedures. Show less



Federal Emergency Management Agency

• United States
• Medical Practices
• 1 - 100 Employee

• Help Desk Support

  • Feb 2003 - Sep 2003

  Provided competent phone support for 20,000 clients spread across the United States. Implemented detailed instruction process for all customers. Client base was required to use the internet for Federal funding applications. Supported a web based applications for clients of various computer skill set. Supported all OS systems available, ranging from Windows 95 to XP. Supplied all customers with web browser supported (Internet Explorer and Netscape) applications. Provided competent phone support for 20,000 clients spread across the United States. Implemented detailed instruction process for all customers. Client base was required to use the internet for Federal funding applications. Supported a web based applications for clients of various computer skill set. Supported all OS systems available, ranging from Windows 95 to XP. Supplied all customers with web browser supported (Internet Explorer and Netscape) applications.



Maryland Hospital Association

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Help Desk/Software Support

  • Apr 2002 - Sep 2002

  Responsibilities of this position included support of specific software incorporated to over 1700 facilities nationwide. Examination and correction of XML code to be compatible with applied software. Client's information was maintained with an in-house web-based ticketing system. Persistent troubleshooting of software and hardware on various operating systems was paramount. Operating systems ranged from WIN95 to WINXP. Constant close communication with product programmers and developers implemented for software improvement. Thorough testing and documentation of application was done to further software improvements and modifications. Interacted professionally daily with clients of various IT knowledge, and skill sets to get the necessary software extraction information. Responsibility included safeguarding of all the transmission of data collections (via FTP and HTTP protocols) to a third party secured Show less



Baltimore Gas and Electric

• United States
• Utilities
• 700 & Above Employee

• Help Desk/NOC Engineer

  • Jul 2001 - Jan 2002

  The responsibilities of this position included using DST-SMS Admin as well as MacAfee Virus Scan, to help clients. Also was part of a team that monitored and maintained Mainframe Reflections 8_0 as well as Oracle BIS applications for projects and production Help clients use an MS Office 2000 and Outlook 2000 with a Netware Admin for NT v4.11.300 plat formed environment. Responsibilities included the training of in-house as well as off site field personnel on all updates and changes that occurred in the existing system. Worked inside ITOTS (Information Technology Operations Team Support), which was the centralized Lead IT group with in the company. Executive Office of the President of the United States (Contracted with N Show less



Northrop Grumman Information Systems

• NOC Engineer

  • Nov 2000 - Apr 2001

  The responsibilities for this position include, but are not limited to monitoring the network, utilizing Spectrum and Distributed Sniffer Pro applications; locating problems in the network as they occur; troubleshooting, pinpointing and providing solutions/assistance to network users. Responsibilities also include providing support for hardware, software and application issues using McAfee Remote Desktop Controller. This position required a thorough understanding of customer service and quality assurance. Also requires the ability to interact effectively with all levels of professionals. Duties included in this position were multi-tasking and organization skills, as well as stress management skills. Show less



Klein Technologies Inc

• United States
• IT Services and IT Consulting

• NOC Specialist

  • Oct 1999 - Nov 2000

  Provided daily monitoring and troubleshooting for many dedicated Wide Area Network layouts located nationally and completed on a 24 X 7-rotation schedule. Document and responded to incoming customer requests. Co-coordinate prompt corrections for system outages for various vendors and customers. Maintain and utilize the ARS Remedy trouble ticketing system to track problems and resolutions Familiar with the project inter networking technologies and network management principals. Helped to Develop and maintain internal Standard Operating Procedures for the NOC, as well as, inventory tracking procedures. Experience in base lining and troubleshooting workstations equipped with MS Windows 95 and 98. Able to troubleshoot for Microsoft Office, Lotus Notes client, Visio 2000, MS Internet Explorer, Netscape, and other department specific applications Show less