Amanda D. Marlow

amandamarlow68@yahoo.com

(540) 429-5343 / Gainesville, VA

Active Public Trust with DHS

 

 

Results-oriented and highly skilled in project coordination, organizational change management, and quality analysis. More than 15 years of experience in: information technology, help desk operations, telecommunications, process and project management, and infrastructure. High level of training in service delivery environments in various roles such as: implementation coordinator, employee management, quality assurance, provisioning, call center technical support, reporting, event, and metrics planning. Also brings significant experience supporting both Government and commercial activities in a Program Management Office. Exceptional skills in leadership, planning, organization, decision-making, and customer service.

 

SKILLS SUMMARY

 

Change and Configuration Management	Help Desk Operations	Project Management
Process Improvement	Knowledge Management	Quality Analysis
Business Facilitation	Technical Writing	User Acceptance Testing

 

PROFESSIONAL EXPERIENCE

 

Customer Service Documentation Manager                                                             Agensys Corporation

Chantilly, VA                                                                                                                              6/2014 -Present

I4C (Subsidiary of Intersections)-VOYCE Project

 

As the Customer Service Documentation Manager I have assisted with development of training documentation and establishing a training program along with provided strategic and tactical leadership to build and launch a world-class exceptional customer service solution. The role includes standing up a call center solution that will support pre and post sales services and customer technical support. In my role of Customer Service Documentation Manager I have helped to launch all facets of customer service including process and procedure definition and documentation for performance standards, customer concern resolution, and defining and developing a customer contact strategy.  In the role of Customer Service Documentation Manager I have liaise between internal departments as well as some outside vendors including manufacturing, to document processes for delivery, set-up and billing call handling and inquiries. Planed, written, and maintained systems and user support documentation including online product knowledge base.

 

 

Helpdesk Integrated Project Team Lead BNL Inc.

Herndon, VA 7/2013-5/2014

Department of Veterans Administration - HR∙Smart Project

Supported the standup and management of the Help Desk Integrated Project Team (IPT) for the implementation of the new VA-wide HR∙Smart information system. Composed documentation to include the Help Desk IPT Charter, Functional Help Desk Readiness Checklist, Incident Response Plan, Disaster Recovery Plan, Functional Approach, Help Desk Communications Scripts, User Evaluation Reports and Monthly Help Desk Reports. Coordinated with other IPTs to manage risks, schedules, and dependencies across the project. Developed metrics to track the effectiveness of help desk operations and improve customer service. Conducted user acceptance testing that led to the resolution of issues in the PeopleSoft solution.

 

 

Sr. Change and Configuration Manager SyApps LLC.

Herndon, VA 9/2012 – 7/2013

Fannie Mae - Making Homes Affordable Program, Integrated Services

Served as “Gate Keeper” for all Enhancement System Change Requests for the Department of Treasury mandated MHA Program. Served as a liaison between business and technology teams across Fannie Mae enterprises for prioritization of Change Requests for release planning and discussed those requests at weekly Change Review Board and Data Steering Committee meetings. Prepared the weekly Implementation Status Report, Release Planning and Change Management Report and Department of Treasury Executive Summary Report for the MHA Project Management Office. Developed MHA Business Analysis Team Procedures process guild for enhancement and defect tickets. Trained full time employees and contractors on features used in Clear Quest to prepare them to track, updated and close tickets. Used Clear Case for revision control of configuration management of software development activities to track which version of which files were used to build each release of the software product for the Making Homes Affordable Program platform engineer groups.
 

Acquisition Support Desk Specialist P3 Solutions LLC.

Arlington, VA 4/2011 – 9/2012

General Services Administration – FAS- Federal Procurement Data System

Project Lead for the (FAS) Federal Acquisition Service, FPDS User Support Desk. Established new and reengineered existing support desk processes and policies to improve efficiency. Maintained an issue tracking system via SharePoint to report on and analyze trends in user issue types, resolution time, and issue volume. Implemented ticket management procedures and tracked analysts’ workload. Led a team of six to conduct a quality data review of FPDS records and contract files to identify discrepancies in accordance with FAR, OMB guidance, and agency data quality standards.

 

Quality Analyst/GNOC Ops Support Convergenz

Herndon, VA 3/2010 – 12/2010

Time Warner Cable

Conducted daily quality auditing of Remedy tickets for completeness and accuracy, based on quality guidelines of network and service; impacting events from the Network Operations Center (GNOC). Facilitated weekly ticket calibration sessions with the Network Operations Team to ensure consistency with the ticket auditing process. Identified trends in ticketing and process improvement opportunities. Collaborated with the Service Delivery training team to create/update ticketing job aids based on observations and provided in-depth analysis and recommendations to improve service performance. Trained NOC Technicians and Summer Interns on all aspects of the Time Warner Cable Ticket Quality Program.

 

Change and Configuration Analyst OnPoint

Washington, D.C. 3/2009 – 2/2010

Federal Aviation Administration - Cost Accounting Division

 

Developed and maintained standards and procedures to ensure that configuration management controls are capable of supporting deployment activities and implementations which met business needs. Provided support to multiple configuration management control boards, by creating multiple reports. Ensured version control integrity for software components. Partnered with the Project Manager to develop configuration management plans, milestones, and schedules for projects. Served as System Administrator for user account modifications. Supplied day-to-day guidance and direction on change management issues.

 

 

 

 

Infrastructure Change Quality Control Analyst                   InScope Solutions     9/2008 – 2/2009

F&E/VDDS Migration Project                                                CCSI            6/2008 – 9/2008

Sr. Project Coordinator\End User Solutions Organization TekSystems       6/2006 – 4/2008

Tech Dispatch Call Coordinator\Team Lead for MD/DC Region                                                       Insight Global                                                       11/2005 – 6/2006

Implementation Engineer I                                                    Princeton Information         4/2005 – 9/2005

Tier 2 Technical Support Rep.                                               AllTel Communications   10/2004 – 3/2005

Sr. Broadband Telecommunications Coordinator III\Team Lead

UUNet Technologies/MCI WorldCom 4/2000 – 8/2004

 

EDUCATION

 

Business Administration, Management DeVry Institute of TechnologyIn Progress

 

COMPUTER SKILLS

 

Proficient in Microsoft Office • Lotus Notes • SharePoint • OneNote • Eventrak/Remedy 7.0 • Netpro • NetCom • Resource Manager • ETMS Trouble Management System •Workflow Manager • F&E • VDDS • Order Pro • OMS • OETS • MECCA • Stamps • One Stop • CPE Web • Kintana • Delphi • Assyst • Prism • PeopleSoft • Federal Procurement Data System-Next Generation (FPDS-NG) • Electronic Contract File • IBM Rational Clear Quest v7.1.1.04 • Clear Case • Salesforce •Podio •Google Mail • Google Drive