• Provide dynamic assistance to Human Resources Specialists throughout the Department of Veterans Affairs by successfully identifying, troubleshooting, evaluating, and tracking system-related end-user HR inquiries. Resolved over 20,000 cases to date.• Support Human Resource Information Systems (HRIS) systems utilized throughout Veteran Affairs (VA) including HRsmart (HR Customer Relatsionship Platform), PEGA (Business Process Management / Customer Relationship Management Ticketing System), Service Now (Customer Service Management), Electronic Official Personnel File (eOPF), Automated Labor & Employee Relations Tracker (Alert-HR), USA Staffing (VA on-boarding platform) and eClass360 (Position Classification and Management System), among others.• Generate weekly, monthly, and quarterly dashboards synthesizing over 150,000 data points using MS Excel and MS PowerPoint for the purpose of communicating team productivity to leadership, analyzing trends, making recommendations, and fulfilling The Ravens Group contract objectives with the Department of Veterans Affairs• Support the project and government program team in developing and maintaining both technical and procedural documentation, including written Standards of Operational Procedures (SOPs) for Service Desk staff and end-user documentation for use by system users. • Provide consistent support, guidance and recommendations to clients regarding ways to streamline and improve processes for requesting user access and in completing other HR actions.• Subject Matter Expert for HR Smart (Human Resource portal used by VA) in order to troubleshoot technical issues related to software changes or hard-coded problems within the system• Provide user support such as review questions or system errors submitted by users through Pega system/Service Now and identify system errors and work with OPM help desk to resolve system issues

• Demonstrate strong knowledge of HRIT systems used throughout Veteran Affairs• Identify, troubleshoot, evaluate, and track system related End User HR inquiries• Respond to end-user inquiries on HR operational business processes and practices associated with HRIT systems portfolio • Provide recommendations to the client on ways to streamline and/or improve processes for requesting user access • Subject Matter Expert for HR Smart (Human Resource portal used by VA) in order to troubleshoot technical issues related to software changes or hard-coded problems within the system.• Number one on the team for resolving requests and maintaining highest level of customer satisfaction• Help train the team on new categories, navigation, tips and tricks of solving HR actions• Interact one on one with HR Staff to help improve current processes via Teams• Provide independent and expert judgement to perform complex, sensitive, project work characterized by a high degree of difficulty related to the Technical Review Management of Personnel Action Request (PAR) within the Human Resources Management Service applicable database (HR Smart).• Review and follow up with HR Smart actions to ensure they have been processed accordingly to an applied status and interfaced successfully within DCPS. Analyze and act upon returned or rejected actions such as Delete/Hold, Returned to Personnel or Invalidated. • Ensure that the SF-52 form is filled out correctly and according to the guidelines set by OPM regulations and standards, Guide to Processing Personnel Actions (GPPA), VA Directives and Handbooks, HRML and other various regulatory and legal requirements. • Verify Personnel Action Requests are processed and receive an applied status within HR Smart in order to confirm that action has been interfaced and generated correctly as well in DFAS payroll system: DCPS, as well as eOPF.

• Responsible for tracking hardware inventory• Create and update technical documents and operational procedures• Join new computers to the domain so group policies can be applied to the computer• Return defective equipment/parts to maintenance inventory to ensure proper spare parts levels• Diagnose and quickly resolve Windows 7/10 configuration and connectivity issues to help minimize downtime• Responsible for building operating system gold images for mass deployment to County employee desktops• Provide Tier 1 technical support to 4500 County employees for Windows desktops, network printers, and various desktop applications• Install, configure, upgrade computers, printers/copiers, and portables peripherals• Install software such as Microsoft Office Professional/Standard , Active Directory, Lansweeper, HEAT (Help Ticket System), DSM (Dell Storage Manager), Anti-Virus (Symantic Endpoint Protection), VPN (Cisco AnyConnect), Zscope, Cystal Reports X1, Client database (Oracle)

• Ensured that preparation functions on remitted customer transactions are processed according to defined customer's instructions. • Received incoming mails, inspect transactions, and contents for processing. • Performed batch checks for systems input and attach appropriate invoices to check copies

• Assisted new and existing customers with the purchases of wireless equipment• Generated new sales opportunities with the use of promotional products and services• Responded to customer inquiries and execution of warranty claims