SUMMARY:

• Versatile, Engaging and Results - Oriented Business Professional, with Top Secret Sensitive Compartmented Intelligence clearance, extensive project management and operations experience as well as a proven track record of excellence. Areas of strength include implementing complex initiatives and cultivating strategic relationships throughout whole organizations. Currently looking to translate prior knowledge base and accomplishments into a challenging Business Process Analyst, Trainer, Copy Editor, or Technical Writer role.
• Relationship Building Cultivation Client/Partner Liaison Management Protocols Strategic Research & Analysis Analytical & Quantitative Skills Productivity Increase
• U.S. Veteran Workflow Planning/Prioritization New Product Development Exceptional Communication Presentation Skills Quality Assurance
• Training & Curriculum Development Critical Analysis Policy Development

• Collaborate with subject matter experts to translate complex data into clear and concise verbiage for operational procedures and meet deadlines in a timely manner
• Superior interpersonal skills restored with Military Processing line of business customer that had previously dete
• riorated resulting in being hand-picked as the sole point of contact for their procedures
• Exceptional ability to quickly learn Chase procedures and processes, outstanding organizational skills, work independently and
• Write, edit, and proofread procedures according to Chase’s Knowledge Management Style Guidelines using the Dreamweaver application and published on the company Intranet
• Create Visio workflows translating procedures into high-level processes for internal group
• Stellar performance led to permanent employment with Chase from Kforce Staffing
• Excellent relationship management skills, collaboration with customers, team members and managers result outstanding coordination between internal and external groups to provide the highest customer service
• Collaborated with stakeholders to collect and analyze data, determine business requirements and use MS Visio to develop multiple cross-function process flows documenting current processes and recommended processes
• Excellent oral communications, effectively collaborated with stakeholders from one-on-one to small groups.
• Developed and conducted presentations to all levels of personnel within the organizational hierarchy
• As the Project Leader, ensured deadlines were met, organized and managed process flow charts on MS Sharepoint, ensured priorities were in place and determined quality assurance of the business processes
• Service Catalog Manager from May 09 - Sep 09 for the DoS’ help desk software, led a team of personnel in determining what services would be used in the first two phases of development of the project, collaborated with subject matter experts through the lifecycle to determine and develop the processes, communicate it effectively to the developer and test the software
• Skillfully performed audits, evaluations and inspections to determine the adequacy of information security programs and their adherence to Federal and agency guidelines for the DoS and the Broadcasting Board of Governors at domestic sites and U.S. Embassies
• Effectively performed interviews of office staff, gather information on workplace procedures and identified areas of improvement as well as assessed computer weaknesses such as network vulnerabilities, configuration management problems, and critical infrastructure protection problems
• Outstanding written and oral presentation of reports that resulted in personnel receiving necessary training, promotions, and obtaining resources to ensure embassy information technology operations ran seamlessly
• Maintained all documentation on MS Sharepoint, performed routine office duties such as scanning, copying, printing, faxing and researching information about sites before conducting the inspection or audit
• Researched problems that help des
• k technicians were unable to resolve and collaborated with other offices to resolve them
• Exceptional critical thinking skills - identified a consistent pattern of incorrect procedures used by help desk personnel, developed and implemented training plans to resolve the deficiencies resulting in the plans being used by other offices to train new personnel
• Liaison between offices to develop and implement service level agreements for various software for which the help desk served as Tier 1 support
• Enthusiastically developed and assisted with the implementation of the training programs for the applications that created service level agreements
• Managed the evening shift team of three contractors at the DoS help desk
• Conducted monthly and quarterly evaluations to the team members
• Creatively developed and implemented a qualitative and quantitative quality assurance program resulting in a 80% decrease in trouble ticket errors
• Effectively provided training on new procedures to evening shift contractors
• Exceptional training skill resulted in being tasked to provide training to other offices on the help desk tracking system
• Expertly provided basic troubleshooting for customers for: Microsoft Office Suite, network connectivity problems, e-mail problems and various DoS specific applications
• Adapted easily to providing supervisory duties when necessary
• Efficiently trained to new employees on the night shift
• Identified by superiors as efficient and effective and selected to conduct refresher training for employees

TECHNICAL SKILLS

• MS Sharepoint
• MS Visio
• MS Project
• MS Office Suite
• Remedy
• Dreamweaver
• MS Snipping Tool