Senior Operations Specialist - Federal Communications Commission Contracts - Softech
(2023-02)
- Provide technical and operational support to internal and external FCC customers through email, ServiceNow, and JIRA; gather facts to identify symptoms, causes, and potential solutions.
- Research systems problems and support root cause analysis; coordinate escalations with DevOps, development, and IT infrastructure teams to facilitate resolution.
- Retain ownership of customer issues, prioritize open tickets, and provide timely status updates while meeting established service level standards.
- Test functional solutions to customer issues before implementation and maintain detailed issue documentation in ServiceNow and JIRA.
- Provide operating information to customers, answer questions, explain troubleshooting steps, and guide users through issue resolution.
- Assist in creating training guides, procedure documents, and other resources that support standard operating procedures (SOPs) and consistent customer support.
- Assist in developing productivity and tracking tools; make sound support decisions with minimal managerial guidance and adapt to changing operational requests.
Senior Operations Specialist - Federal Communications Commission Contracts - ICF
(2021-08 - 2023-02)
- Provide technical and operational support to internal and external FCC customers through email, ServiceNow, and JIRA; gather facts to identify symptoms, causes, and potential solutions.
- Research systems problems and support root cause analysis; coordinate escalations with DevOps, development, and IT infrastructure teams to facilitate resolution.
- Retain ownership of customer issues, prioritize open tickets, and provide timely status updates while meeting established service level standards.
- Test functional solutions to customer issues before implementation and maintain detailed issue documentation in ServiceNow and JIRA.
- Provide operating information to customers, answer questions, explain troubleshooting steps, and guide users through issue resolution.
- Assist in creating training guides, procedure documents, and other resources that support standard operating procedures (SOPs) and consistent customer support.
- Assist in developing productivity and tracking tools; make sound support decisions with minimal managerial guidance and adapt to changing operational requests.
Senior Operations Specialist - Federal Communications Commission Contracts - Fortitude
(2021-02 - 2021-08)
- Provide technical and operational support to internal and external FCC customers through email, ServiceNow, and JIRA; gather facts to identify symptoms, causes, and potential solutions.
- Research systems problems and support root cause analysis; coordinate escalations with DevOps, development, and IT infrastructure teams to facilitate resolution.
- Retain ownership of customer issues, prioritize open tickets, and provide timely status updates while meeting established service level standards.
- Test functional solutions to customer issues before implementation and maintain detailed issue documentation in ServiceNow and JIRA.
- Provide operating information to customers, answer questions, explain troubleshooting steps, and guide users through issue resolution.
- Assist in creating training guides, procedure documents, and other resources that support standard operating procedures (SOPs) and consistent customer support.
- Assist in developing productivity and tracking tools; make sound support decisions with minimal managerial guidance and adapt to changing operational requests.
Data Analyst - Hillside Technology LLC - USPS Contract
(2019-08 - 2020-03)
- Analyzed data in the Teradata warehouse to identify anomalies and outliers; worked with leadership to investigate business problems and interpret data patterns.
- Gathered reporting requirements and wrote complex SQL queries to provide accurate data extracts and reports in Excel, PowerPoint, SSRS, and MicroStrategy.
Remote ETL Developer / Reports Developer - Hillside Technology LLC - FDA Contract
(2018-02 - 2019-10)
- Gathered business requirements, analyzed source data for anomalies, and developed SQL queries, SSIS data integration packages, and SSRS reports supporting customer reporting needs.
Remote ETL Developer / Reports Developer - INT Technologies - Wells Fargo Contract
(2017-10 - 2018-01)
- Worked with business analysts and customers to define reporting requirements; developed and maintained SQL Server and Oracle extracts, data feeds, and SSRS reports.
Remote ETL Developer / Reports Developer - Hillside Technology LLC - North American Railway Solutions LLC Contract
(2015-10 - 2017-04)
- Participated in business process evaluation, solution design, testing, and implementation; developed reporting and data integration solutions supporting eight offices nationwide.
Remote ETL Developer / Reports Developer - Hillside Technology LLC - Nationwide Insurance Contract
(2013-01 - 2015-08)
- Analyzed source systems of record to identify and document data quality issues; supported Access applications and SQL Server data integration processes.
- Participated in business process evaluation, solution design, development, testing, and implementation to improve operations; maintained and enhanced Access and SSRS reports.
Data Analyst - Hillside Technology LLC - USCIS Contract
(2007-08 - 2012-09)
- Analyzed production and workload data, identified operational trends and reporting anomalies, and coordinated reconciliation and corrections with field offices and service centers.
- Developed technical requirements and ETL documentation; produced recurring and ad hoc performance reports and supported management analysis of business problems.
Data Analyst - ManTech - USCIS Contract
(2002-10 - 2007-08)
- Participated in user acceptance testing for ePAS and SMART systems, identified data quality issues, documented workflows, and trained end users on software applications.
Business Analyst - NASD
(2001-06 - 2002-10)
- Provided advanced technical and business support, researched system issues, performed quality control and acceptance testing, developed training materials, and analyzed Oracle data using SQL.
Installation Coordinator - Cidera Inc.
(2000-04 - 2001-01)
- Supported customer deployments, tracked service problems in Remedy, troubleshot connectivity issues, and assisted in documenting technology service standards and operating procedures.
