Experience

Highrise Consulting, Inc.

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

• Help Desk Analyst-Liaison

  • Jan 2013 - Present

• Help Desk Analyst

  • Jan 2013 - Present

  • Contractor for National Institute of Health (NIH) Office of Extramural Research Administration (eRA) helpdesk-(NIH Grants management system)• Provide email and telephone support to the NIH Electronic Research Administration (eRA) user community and NIH Electronic Research Administration (eRA Project Team including customers, analysts and developers.• Established core set of response to common inquiries during initial rollout of NIH Electronic Research Administration (eRA) Project Team including customers, analysts and developers. • Maintain knowledge of NIH grant process and applications systems such as Commons, IMPACII, and eSubmission.• Provided training for staff within customer support and for customers.• Represent customer support on cross-functional service teams. • Researched and implemented production methodologies and document systems, which introduced a set location for documents to be stored.• Experience with a ticketing system (i.e. Remedy), developed User Guides, Workflow and Training material.• Interface with NIH Staff across organization on resolutions while maintaining ownership of seamless support. Show less



Wyle Integrated Science and Engineering Group

• Defense and Space Manufacturing
• 100 - 200 Employee

• Help Desk Analyst

  • Nov 2010 - Dec 2012

  • Contractor for National Institute of Health (NIH) Office of Extramural Research Administration (eRA) helpdesk-(NIH Grants management system) • Manager customer requests for technical support of interactive electronic transactions for the receipt, review monitoring, and administration of NIH grant awards to biomedical investigators worldwide. • Provide email and telephone support to the NIH Electronic Research Administration (eRA) user community and NIH Electronic Research Administration (eRA Project Team including customers, analysts and developers. • Established core set of response to common inquiries during initial rollout of NIH Electronic Research Administration (eRA) Project Team including customers, analysts and developers. • Maintain knowledge of NIH grant process and applications systems such as Commons, IMPACII, and eSubmission. • Provided training for staff within customer support and for customers. • Represent customer support on cross-functional service teams. • Researched and implemented production methodologies and document systems, which introduced a set location for documents to be stored. • Experience with a ticketing system (i.e. Remedy), developed User Guides, Workflow and Training material. • Interface with NIH Staff across organization on resolutions while maintaining ownership of seamless support. Show less



CRGT

• Fort Belvoir, VA

• Network Technician Tier 1

  • Jan 2009 - Apr 2010

  • Diagnosed and resolved technical and user-problems in a customer service-oriented, team environment • Took incoming problem reports, provided assistance to users using online response templates and other documentation. • Responded to e-mail requests for support • Interviewed users to collect information about problem, recorded information into the Help Desk/Call Center, CRM software, assigned problem to appropriate individuals, supported escalation process, closed and documented all problem reports within established times. • Provided administrative support such as network access, passwords and account restorations • Logged and documented account information • Utilize Right Now Web system to assist clients gaining access to the Army Knowledge Online web portal. • Provided IT support for over three million users of Army Knowledge Online • Provided tips and troubleshooting strategies to end users that can be applied in the knowledge base. Meeting department performance standards, adhering to schedule expectations and performing other administrative duties in support of department goals. Show less