Elyce J. Email & Phone Number

 Assist in identifying the necessary resources, creating incident reports, providingincident updates, as well as assisting with completing root cause analysis reports. Assist with ensuring critical incidents are managed effectively and professionally,resulting in the restoration of normal service quickly, efficiently and with minimalimpact to customers. Prepare comprehensive written notes and reports to summarize Outages, Hot Newsand Alerts received. Determine and mobilize the types of resources and levels of competencies neededfor initial triage. Perform network-based anomaly detection of malicious activity on the network bymonitoring the NIH environment using monitoring tools such as SL1, Grafana andDynatrace. Prepare messages and assist with overseeing restoration. Communicate complex technical situations to non-technical and diverse audiences.

 Serve as main contact for all IC’s within NIH. Strong communication skills while providing in depth troubleshooting across a widerange of NIH users and Scientists. Knowledge of computer hardware’s: (laptops, desktops, mobile devices, telecom),software (email, MS Office, O365, databases, Active Directory, collaboration tools,etc.) and network connectivity. Record and log customers incidents in the ServiceNow ticketing system while beingvery detail-oriented documenting solutions in a clear and accurate manner. Respond to IT requests via phone calls and web entrees, following the NIH ITService Desk Standard Operating Procedure (SOP) and diagnosing and resolvingtechnical hardware and software issues while maintaining an excellent detaileddocumentation of issue and troubleshooting steps to resolve the issue. Continuing support for specialized and enterprise applications with a focus on theNIH Business System (NBS) as well as General IT support for the National Institutesof Health. Specialized applications include but not limited to: Concur Government Edition,ITAS Time and Attendance Application, Prism Buyer-Contract, NBS OracleBusiness Applications which include: iProcurement internal and external, PurchaseCard Reconciliation, Sunflower Property, NIH Non-Affiliate Entry User, and Supply,NIH Enterprise Directory (NED), Data Warehouse/nVision Reporting. Writing articles for the ITSC Knowledge Base.

Gaithersburg, Maryland

Gaithersburg

• -Compute and record charges, refunds, cost of lost or damaged good, freight charges, rentals, and similar items• -Verify and post details of business transactions, such as funds received and disbursed, and total accounts, using calculator and/or computer• -Compile and sort documents, such as invoices and checks, substantiating business transactions• -Receive and sort mail and deliveries• -Ensure knowledge of staff movements in and out of organization• -Answer telephone; screen and direct calls• -Take and relay messages• -Provide information to customers• -Deal with queries from the public and customers• -Tidy and maintain the reception area

Alexandria, Va

• -Responsible for answering general questions and processing various customer requests using Customer Relationship Management (CRM) system that allows viewing and updating customer information, address changes, set up or cancellation of electronic direct deposit, and process request for most forms • -Uses iPaybenefits Plus Web database to check the status of customer’s pension payments and tax forms• -Image Viewer to view documents in a customer’s file.• -Creates and submit service request for inquiries that require resolution by entities outside the Contact Center• -Forwards calls requiring further assistance to the appropriate Benefit Department• -Sort and process incoming faxes, including proof documents, applications, and requests for income verification; assemble and fax/mail forms and documents requested by participants; carry out requests for duplicate tax forms; check overnight voicemail and return calls; photocopy, print, fax, and other administrative tasks as required. • -troubleshooting participants’ difficulties accessing the online service; guide participants through account setup, resetting login information, updating personal information, viewing payment history, and applying for benefits online.

-Compute and record charges, refunds, cost of lost or damaged good, freight charges, rentals, and similar items-Verify and post details of business transactions, such as funds received and disbursed, and total accounts, using calculator and/or computer-Compile and sort documents, such as invoices and checks, substantiating business transactions-Receive and sort mail and deliveries-Ensure knowledge of staff movements in and out of organization-Answer telephone; screen and direct calls-Take and relay messages-Provide information to customers-Deal with queries from the public and customers-Tidy and maintain the reception area

Dealt directly with customers either by telephone, electronically or face to face-Trained cashiers-Scheduled breaks and coverage for each department-Responded promptly to customer inquiries -Obtained and evaluated all relevant information to handle and resolve inquiries and complaints -Performed customer verifications of process orders, forms, applications and requests -Directed requests and unresolved issues to the designated resource -Communicated and coordinated with internal departments -Followed up on customer interactions

Bachelor Of Science - Bs, Cybersecurity Management And Policy

Cyber Security, Cyber/Computer Forensics And Counterterrorism