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SHEILA
US-Maryland
Senior Systems Analyst
I want to bring to the organization my training, testing, consulting skills, and experience to accomplish the organization’s goals.
SKILLS SUMMARY:
- Diversity Leader
- System Integration testing and preparing test scripts for the Compusearch PRISM application.
- Level II Help Desk Support; supporting the Compusearch PRISM application.
- Perform Alpha Testing, Functional Quality Testing and Full Regression Testing for the PRISM and FPD Procurement applications.
- Trained and supervised members of a call center team. Project managed [effectively] multiple complex tasks simultaneously, and thrives in challenging project environments both as an individual and as a group member. Highly organized, and a resourceful team player, with exceptional communication and interpersonal abilities.
- Trained end-users in the use of various software applications, investigated billing claim dispute, project managed and provisioned 800 service order requests, assisted with the creation of methods and procedures job aids, managed multiple projects from beginning to end as a Trainer/Team Leader, and resolved problems and conflicts (internally and externally) in a timely fashion.
- Trained existing/new personnel on systems, applications, and procedures, conducted diversity workshops. Handled customer trouble report calls, performed electronic testing to determine the origin of circuit failures, and maintained hardware/software and peripherals.
- Trained internal end-users on systems and applications. Interacted with management and internal/external technical groups to collect data for the resolution of network problems, and performed parallel testing on new applications.
TECHNICAL:
HARDWARE/Financial Applications: Core Accounting System (CAS), DELPHI
OPERATING SYSTEMS: WINDOWS, UNIX, DOS, WWW, Switched-voice, 800, DTS,
FTS2000, FTS2001, Frame Relay
DATABASES: ACCESS, INFORMIX, NETPRO, COMS, ORACLE, QTP
LANGUAGES: SQL, JCL, PRISM/OCI Interface
SOFTWARE: MS Word, Excel, PowerPoint, CAS, PRISM, FPD, FPDS-NG, Axios Assyst
SHEILA G. ROBERTS
PROFESSIONAL EXPERIENCE:
The MIL Corporation – Senior System Analyst – Rosslyn, VA. Sept. 2007 – Feb. 2009
PRISM Testing Team Support (September 2008 – February 2009) – Prepared matrix and test scripts for the FAA Procure to Pay Management Team. Performed regression, functional, and system change request as needed. This testing was high level and high visibility with no latitude for error. PRISM testing overlapped with Delphi Financials so knowledge of multiple software applications was a prerequisite.
PRISM Lead Trainer and Level II Help Desk Support (October 2007) – Lead PRISM Trainer for Procure to Pay Team Members and their teams. Prepared class agendas, class exercises, test, and evaluations and other documentation to be used as reference tools away from the classroom environment. Continued to deliver my previous duties when not in the classroom.
PRISM Level II Help Desk Support (September 2007) – Tracked Help Desk tickets and provided status from the system to upper management. Developed recommendations for the FAA Financial System Customer Service Manager on how to address recurring user issues; supported CCB and Change Control Process; resolved trouble tickets for the FAA financial, purchasing, reporting and other systems (such as Delphi, PRISM, Advanced Reporting System [ARC], Report Analysis and Distribution System [RADS], OCI, etc.); and efficiently routed complex or serious trouble tickets to experts as defined in escalation procedures. Developed knowledge base under the guidance of the Help Desk Manager and functional/technical resources; provided deeper Help Desk ticket resolution; provided Labor Distribution Reporting and Cost Accounting Help Desk support per FAA specified requirements; and identified recurring issues and suggested permanent fixes to these issues. Supported Help Desk Manager as directed in Help Desk specific projects such as documentation of Help Desk training, developed Help Desk organizational deliverables, and enhanced Help Desk Manager with capturing data, generating reports, and provided analysis of the types of issues being submitted to the Help Desk.
Promoted: CIMS Deployment Team Lead – SIG, Inc. – Lanham, MD April 2007 - September 2007
CIMS (Contract Information Management System) a customized version of PRISM for the United States Coast Guard where I supervise a three member team. My responsibilities included the following:
- Direct communication with Project Manger
- Maintained an effective relationship with Project Manager and client
- Communicated status, issues, etc., to the Project Manager
- Provided guidance, direction, leadership, oversight and supervision to team members
- First line of POC for clients and system user
- Delegated, organized, and prioritized tasks to team members
- Managed day-to-day functional operations within the team
- Provided input on team member’s evaluation
- Assisted, and trained team members on various software applications, business processes and procedures
- Assisted clients and system users with resolving issues (system/functional)
- Scheduled and attended status meetings
- Lead technical meetings as directed by the client or Project Manager
SHEILA G. ROBERTS
Senior Technical Analyst – System Integration Group, Inc. - Lanham, MD, Feb., 2006
Provided operational PRISM support and training to assist current and recently deployed PRISM users with the application; assisted in developing and delivering modified Commercial Off The Shelf (COTS) documentation of new software releases to the PRISM user community; and was responsible for providing ongoing functional support and training of PRISM to all existing and new users of PRISM. I was a part of a group of analysts that assisted in gathering requirements for new product upgrades and managed those various requirements.
Provided program management support, and was responsible for software testing, including full cycle testing, reporting issues and coordinating fixes for all new software releases, this included analyzing problems to determine trends and recommended a course of action to prevent further occurrences; assisted with the implementation of new software releases, trouble shooting and reconciliation assistance with all interfaces including PRISM, Finance and Procurement Desktop (FPD), Oracle Financials (CAS), and Federal Procurement Data System – Next Generation (FPDS-NG).
Provided analysis, status and data entry support in reconstruction of contracting transactions in PRISM as necessary. Participated in new software development planning sessions and provided feedback to development and deployment personnel on problems and issues with software; developed and distributed general information concerning problems and workarounds. Provided PRISM data migration support in the area of data capture and data conversion; completed verification of data converted from paper-based contractual documents to PRISM.
Consultant/Application Training Specialist - CSS, Inc. - Dulles, VA August. 2004 – February 2006
ALTA IT Services, LLC contracted my services to Compusearch Software Systems, Inc. on a temporary to permanent assignment from August 2004 to November 2004 (made permanent). Trained and consulted on PRISM e-Procurement application for Federal Government agencies, traveling to destinations across America to client locations, in-between training assignments assisted the help desk – helping to resolve any application questions and/or issues that the end-users may have encountered on a daily basis. Team-based environment that worked with clients to establish methodologies to be used for their on-site training needs (in a classroom environment). Trained existing and new personnel as needs arose.
Trainer/Business Analyst - MCI - Ashburn, VA, May 2003 – February 2004
Trained external customers to resolve billing issues and disputes; Project Managed, and was responsible for identifying, researching, analyzing, and resolving residential and small business customer issues with virtually no guidelines. Handled all residential and small business customer issues at a ten plus level and was responsible for resolving all issues before escalating to the Executive level and interfaced with technical and non-technical teams to implement solutions to customer issues; was also responsible for reviewing issues and recommending solutions to the Senior Level MCI Executives for matrix studies. Indirect sales: Sold feature packages SVS/800 services for Residential and Small Business Clients.
SHEILA G. ROBERTS
Trainer/Team Leader - TMP.WORLDWIDE, McLean, VA, May 2000 – September 2001
Trainer and Implementations Project Coordinator Team Leader:
Responsible for training all existing and new personnel in the implementations of communication services for the GSA FTS2001 Project. Project Managed the FTS2001 Dedicated Transmission Services (DTS/Point to Point), Switched-voice/800 Services, and Frame Relay/ATM Services and tracked the transition orders from AT&T’s FTS2000 Project to MCI/WorldCom’s
FTS2001 Project in support of the sales account team. Arranged daily conference calls, facilitated between groups, such as, technical, provisioning, escalations, and other management teams to gather and report status. Tracked and resolved customer problems.
Responsible for the completion of projects for General Services Administration (GSA) customers involving all federal government agencies in the continental USA, Puerto
Rico, and Guam (this was a highly visible revenue impacting position) and utilized Excel and Access for spreadsheet reporting.
AT&T, Oakton, VA, February 1988 - May 2000
Trainer/Customer Sales and Service Specialist:
Trained new hires on various provisioning applications; Project Managed the Internal Revenue Service account for 800 services, in support of the sales account team. Provisioned 800 service order requests in support of the FTS2000 contract, and assisted the Internal Revenue Service with making recommendations to the customer for technical support and participated in weekly meetings with the technical staff to ensure that requested service from the customer was met in a timely fashion, and assisted the Internal Revenue Service with the understanding of available technology; handled customers billing issues in a timely fashion.
Trained end-users in six (6) states, on the use of their software applications; trained end-users during the conversion from a Hewlett Packard PC environment to the Dell/Windows environment. Assisted with the creation of methods and procedures job aids, and investigated billing claim disputes.
EDUCATION:
AA Degree: Business Administration, Baltimore City Community College
Certificate: Introduction to Federal Contracting (FAR), 2006
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