Knowledgeable Program Support Specialist known for proactive problem-solving. Maintains high levels of productivity in fast-paced environments. Strong record keeping abilities and expertise in Microsoft Office.
Information Technology (IT) Program Support Specialist
Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.
Skills
Acquisition Support Specialist
Documentation Management
Research abilities
Troubleshooting skills
Testing protocols
Policy understanding
Customer Relations
Marketing
Database Management
Spreadsheet management
Labor And Delivery Support
Information Technology Program Support Specialist:
Application support
Technical issues analysis
Desktop support
Software diagnosis
Staff education and training
Customer service expert
Technical documents comprehension
Senior Messaging System Operator
Organization and Time management
Customer service
Team building
Critical thinking
Detail-oriented
Multitasking abilities
Conflict resolution
Leadership
Work History
04/2016 to 11/2016
Acquisition Program Support SpecialistTelos Corporation – City, STATE,
Maintain audit-ready document libraries for 8 acquisition contracts totaling $66 million to include original contract and all correspondence.
Assist Contracting Officer Representative (COR) in developing Statements of Work
(SOW), Performance Work Statements (PWS), and development of Quality Assurance Surveillance Plans (QASP).
Provide cost analysis, market research and developing Independent Government Cost
Estimates (IGCE); assist Contracting Officer's Representative in monitoring and documenting contractor performance.;
Manage in-depth payment validation on all invoicing within ITA/Administration
and Management Acquisition support office; track and monitor all billing and line item expenditures.
Track and monitor funding status on labor service contracts; assist Contracting Officer's Representative in forecasting potential cost overruns and/or shortfalls; adjust spend plan as requested.
Assist Contracting Officer's Representative with monitoring/administering Firm Fixed Price (FFP)/Time & Amp Materials (T&M) and Labor Hour contracts.
Sat-in during post award and debrief meetings, assist Contracting Officer's, Representative in contract close-out processes and procedures to include conducting internal accounting reviews, (audits) for all contracts prior to contract close-out.
Perform oral and written communications; assist procurement team with Government Purchase Card (GPC) and contracting agency supported purchase of hardware, software, and maintenance by conducting market research,
requirement document preparation, and price analysis.
Conducts research of Federal Acquisition
Regulation (FAR) and Defense Federal Acquisition Regulation Supplement (DFARS).
Support ongoing development and improvement of agency acquisition business process and procedures in order to increase accuracy, efficiency, and timeliness of acquisition processing.
Assist requirement owners and stakeholders in defining, documenting, planning, and execution of Information Technology requirements.
Research pay histories, mod history, and amounts invoiced on legacy contracts, and assist in gathering information to support contract financial closure.
Use Army's financial system, General Fund Enterprise Business System (GFEBS), to enter purchase requisitions for contracts and Government Purchase Card (GPC) purchases.
Enhanced [Type] operational success through efficient records coordination, supply management and document processing.
Oversaw automated tracking and documentation of data, client correspondence and office operations.
Delivered clerical support by efficiently handling wide range of routine and special requirements.
Investigated issues and provided knowledgeable responses to resolve customer concerns.
Communicated clearly with program staff and participants through written and digital correspondence.
Assisted in gathering of program data to compose thorough monthly reports.
Managed information flow on behalf of program supervisors using digital organizational systems.
Participated in marketing, outreach and other visibility efforts.
Analyzed program information to present innovative solutions to program supervisors.
Worked with upper management to complete complex projects on tight budgets within specific timelines.
Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using MS Office suite.
Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders.
Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
Increased customer service success rates by quickly resolving issues.
Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
Served as corporate liaison for finance, IT and marketing departments.
01/2013 to 04/2016
Information Technology(IT)Program Sup. SpecialistUS Army Infor Tech Agency / Telos Corp – City, STATE,
Accountable for Computing and Applications Services (CAS) team actions and activities in Network Operations Center (NOC).
Conduct briefing and updates to senior Information Technology Agency (ITA) leaders to include but not limited to After Action Report (AAR), Incident & Event Log (IEL) and Incident Escalation Report (IER), as required. Foster teamwork, collaboration, and mission cross-talk across 5 directorates, to include: Transport, Data Center, Network Defense, Problem Management and Customer care liaisons.
Maintain situational awareness relative to Information Technology Agency (ITA) organization, pulling pertinent key information in support of Watch Center mission performance/reporting and pushing pertinent information to parent organization.
Work collaboratively with fellow liaisons to compare notes and share
information to identify situations where larger, more insightful, more integrated picture can be developed relative to mission-significant events.
Provide AD Hoc or supplemental training to watch staff.
Assisted Operations Watch Officer with disseminates of Watch Center products (e.g., briefings, reports, summaries) as directed. Help perform project work as needed for overall Watch Center development.
Reported and process information in accordance with Commander Critical Information
Requirements (CCIR) and other priority information handling guidance. Identify candidate items for trend analysis.
Repeated success supporting IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on- budget delivery.
Expertly supervised technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.
Supervised team that monitored 11,XXX active devices, ports, interfaces, and ITA services (NIPR/SIPR); Remedy ITSM queue (NIPR); and ITA Portal (NIPR/SIPR). Provide complete Master Station Log (MSL) entries relative to Application Services area of interest.
Contributes to, and participates, in shift change briefs to maximum extent possible.
10/2007 to 01/2013
SR Messaging System OperatorTelos Corporation – City, STATE,
Supervised Pentagon Message Operations Center (PMOC) day shift personnel,
operating computer systems and related peripheral equipment, ensuring that user needs and production schedules are met.
Schedule and coordinate workflow of team.
Provide technical assistance to systems users in resolving complex operating problems.
Plan, assigns, and review work of staff, adjusting work assignments and schedules to maintain adequate staffing levels and respond to fluctuating workloads.
Responsible for message intercept, analysis, deficiency resolution, and re-transmission/reroute handling of over 70 thousand non-delivered messages
daily flowing through the Computing and Applications Services Branch (CASB)/National Gateway products; identified as the Northrop Grumman Decision Agent (DA) and Enhanced Communications Gateway System (ECGS), TELOS Automated Message Handling System (AMHS), COMPOWER DMS Mail List Agents (MLA) and Multifunctional Interpreters (MFI) systems, Government Furnished Message Conversion System (MCS), and the DMS Top Secret Area Control Center which includes Microsoft DMS Exchange servers, DCL DMS Directory
Servers, and CISCO RAS routers. Utilizes Enterprise Remedy and Defense Information Systems Agency (DISA).
Manged system to report the establishment of new services, planned and unplanned outages, information assurance incidents or intrusions, anomalies that
affect the performance of the network, performance of the application or system,
telecommunications network equipment problems, all customer related messaging problems, and any combination of the above. Conduct all activities in compliance with exiting security program guidelines for acquisition, handling, storage, dissemination and control of classified information, equipment, and material.
Analyzing and evaluating interrelationships between the telecommunications equipment, cryptographic equipment, and servers ensuring optimal
operation and timely processing of information.
Coordinating and maintaining Sensitive Compartment Information Facility (SCIF) documentation for accreditation.
Implementing and maintaining archival (backup and recovery) applications.
Monitoring, evaluating and resolving electronic messaging systems performance ensuring availability of the messaging systems to the user community; and performing system maintenance.
Provide accountability of documents either through direct accountability or oversight, knowledge of policies and regulations concerning Sensitive Compartment Information (SCI) and control of documents and information.
Load and perform daily inventory of Communications Security (COMSEC) equipment and associated keying material. Track and resolve all non-delivery reports, with the objective of ensuring that all messages are delivered to all addresses.
Provide customer support and resolve customer problems.
Notify service and agency central help desks of those customers who cannot
receive messages.
Advise the ITA NSMC Help Desk for any network-related problems.
Accountable for proper handling, inventory, receipt, transmission, destruction, receiving, storing, accounting of all COMSEC material and keying material.
Maintain master station log of activities and problems within the SCIF on an hourly basis.
Education
Expected in
Bachelor of Science: Business Administration And Management University Of Maryland Global Campus - College Park, MD GPA:
Coursework in Intro. to Business and Management, Principles of Accounting, Management and Organization, Management and Organization Theory, Business Law, Human Resources Management, Business Finance & Ethics and Strategic Management
Minored in Contract Management
Expected in
: Acquisition Defense Acquisition University - Fort Belvoir, VA GPA:
Defense Acquisition University (DAU) Certifcations:
SYS 101 Fundamentals of System Planning, Research, Development and Engineering 14 May 2015
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