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Possess a high level of self-initiative, drive and motivation, along with organizational skills, while being an effective team player with a high level of accountability and ownership.Analytical problem solver with a proven track record of improving processes, enhancing customer satisfaction and completing projects within time and resource constraints. Dynamic and loyal team player with solid communication, motivational, and interpersonal skills.Exceptional oral and written communications skills.

Work experience

Aug 2010Present

Team Lead

Aug 2010Present

Team Lead

  • Utilize exceptional problem-solving and decision making skills to quickly provide email and telephone support for all ICE users.Investigate, diagnose, troubleshoot, reproduce and resolve technical issues.
  • Take ownership of user reported issues and drive them to resolution
  • Proactively and continuously looks for areas of improvement in handling user issues, questions and feedback.
  • Serve as an escalation point for support team and respond to difficult situations where standard procedures have failed to resolve the problem.
  • Provide coaching, direction and leadership support for team growth and development.
  • Integral member of Laptop Encryption, Service Desk Escalations and EO TECS Support teams.
  • Assisted with design and implementation of Customer Support Center awards program.
  • Create and update content for the Knowledgebase, including document researching, development and authoring, document updates and effectively managing expiring content as Knowledgebase Administrator.
Jul 2009Aug 2010

IT Security Specialist & System Specialist

  • Responsible for managing VPN and PICS user accounts and access to all IT resources.
  • Troubleshot and maintained all aspects of VPN/remote access connections and accounts.
  • Troubleshot and maintained all aspects of PICS accounts.
  • Assisted with the preparation of written and verbal reports.
  • Composed Standard Operating Procedures for SRA and PICS Group knowledge bases.
  • Conducted PICS Officer Training classes.
    • Instructed trainees on roles and responsibilities of a Local PICS Officer.
    • Prepared and motivated students to perform all duties of a PICS Security Officer.
  • Designed and implemented PICS and VPN Brown Bag Question and Answer sessions for ICE Service Desk employees to increase comfort level with PICS and VPN material and enhance ability to perform job.
    • Researched most common PICS and VPN errors and issues.Combined and formulated all information into two PowerPoint presentations that were presented to ICE Service Desk employees.
  • Developed SRA training presentations used to cross-train PICS team members in SRA procedures and for new-hire training.
  • Participated in Employee Engagement Team.
    • Studied results of Gallup Employee Engagement Survey and developed several proposals to create a more positive and engaging work environment.
    • Proposals presented to Customer Service Operations Manager and Deputy Project Manager.
Dec 2008Jul 2009

System Specialist, Secure Remote Access Team (SRA)

  • Responsible for managing VPN user accounts and access to IT resources.
  • Troubleshot and maintained all aspects of VPN/remote access connections and accounts.
  • Assisted with the preparation of written and verbal reports.
  • Wrote several Standard Operating Procedures for VPN Group knowledge base.
  • Designed several database reports to provide important statistics and assist with the improvement of group statistics.
  • Assisted with the design of the VPN Group website.
  • Improved VPN Token issuance turnaround time from 5-7 days to 24-48 hours.
  • Formulated SRA Team Ticket Quality Evaluation form to improve SRA team procedures and assist with developing a more uniform processing procedure.
  • Developed Customer VPN Token Request Process evaluation survey to provide valid feedback regarding token request process and further development of team’s customer service skills.
  • Trained SRA Team members on the Remedy and Service Catalog systems.
Sep 2007Dec 2008

Outage Coordinator and Help Desk Analyst

  • Leadership and resolution ownership for all ICE site outages.
  • Responsible for all outage status communications to managers, duty officers, and PMOs during critical outages.
  • Contributed to the design and implementation of key backlog ticket project in Remedy.
  • Evaluated help desk analysts’ tickets as part of the site’s quality assurance program to improve performance and productivity.
  • Assisted with maintaining, reviewing and writing technical documents for the Discovery knowledge base.
  • Assisted with the creation and maintaining of accounts in Remedy as a junior database administrator.
  • Utilized exceptional problem-solving and decision making skills in quickly resolving technical difficulties for ICE employees.
  • Assisted with deployment of EARM application pilot and national release.

oProvided on site support for all ICE agents running the EARM command center.

oRan reports and provided critical information for daily nationwide meetings.

  • Successful in diagnosing new technical issues and finding solutions to promptly and knowledgeable meet the needs of the customer.
  • Tasked with developing and deploying a Service Desk Task Force to support a Headquarters move project, moving over 1,800 users on the ICE network.
Jan 2007May 2007


Office of U.S. Senator Debbie Stabenow
  • Accountable for maintaining and tracking, via Microsoft Word, specific constituency focused public speaking talk points for the Senator.
  • Internet Explorer web-site updates, maintenance, and support for remote Washington DC staff.
  • Online and traditional voter block demographic and economic trend research; utilization of Microsoft Excel for data manipulation and analysis.
  • Assisted the DC press staff with uploading and saving local newspaper clips onto the office server.
  • Reviewed, entered, and maintained casework in office owned IQ database.
May 2006May 2007

Occupational Safety Department Aide/IT Assistant

Office of Radiation, Chemical, and Biological Safety
  • System Administrator for Michigan State University’s safety database of over 41,000 material safety data sheets (MSDS).
  • Collected, entered and maintained all MSDS for campus using FilePro.
  • Trained new employees on using safety database and creating files with FilePro.
  • Special project and program support for occupational safety initiatives.
  • Campus-wide coordination of inventory and MSDS database integrity.
  • Assisted occupational safety officers with implementing training programs.
    • Applied written communication skills to design and create PowerPoint presentations for training programs.
    • Trained employees campus wide in diverse safety programs and how to use the safety database.
May 2006Nov 2006

Finance Intern

Stabenow for U.S. Senate
  • Completed research on prospective and current donors to create MS Word call sheet memos for Senator’s call time using NGP database.
  • Trained new employees on using NGP database and various other research engines.
  • Design and production responsibility for on-line and traditional campaign event invitations.
  • On-site fund-raising and campaign event support.
  • Event volunteer coordination support, using Microsoft Excel for tracking and project management.


Aug 2003May 2007


Michigan State University


Exceptional listener and communicator who effectively expresses information verbally and in writing.  Dynamic and loyal team player with solid communication, motivational and interpersonal skills. Exceptional oral and written communications skills.
Computer-literate professional with extensive software aptitude covering a wide variety of applications.