Syreeta Thomas Email & Phone Number

Performs software support of MicroPact proprietary software products via phone, email and face to face interactionsSupports the multiple government agencies by providing software support for the Entellitrak and EEO icomplaints systemsPerforms Tier I intake on minor software related issues for entellitrak and icomplaints systemsPerforms Tier II triage support to assist Application Engineer in diagnosing issuesTroubleshoots and resolves Client specific technical casesExperienced in managing Help Desk/Service Desk Services for LAN/WAN, voice/data, hardware/software, incident/problem management, configuration management, and user applications support utilizing enterprise operation center tools.Assist with testing software for client projects moving from development to production environment and system updatesStudy business logic to discover how application should function and communicate possible fixes daily administrative tasks with Oracle database including, backups and recovery, memory structures, performance monitoring, tuning and physical architectureGathering and analyzing data from various database systems and coordinating with internal and external contacts to respond to numerous support inquiresAnalyzing EEO icomplaints records for multiple government agencies to determine discrepancies with 462 and No Fear reportsServers as a liaison between Product Operations, Clients and all other MicroPact departmentsTracking all inquiries through MicroPacts internal data entry system to ensure completion of all task for numerous internal departments

Managed TSA helpdesk for all inbound inquiries relating to troubleshooting hardware or network issues for the TSA Safety Information System (SIS) used for documenting employee incidents and injuriesFunctioned closely with software development team to test new software and delivers results of testing efforts including functional issues and bug fixes that must be addressedEnsured access to all SIS data is authorized and controlled on a routine basisAssisted users with identifying specific trends, issues and risk management gleaned from the SIS dataDirected the activation or removal of 500+ user accounts. Managed emails login reminders to 500+ system users on a biweekly basisServed as a backup LAN liaison for all software and hardware evaluated, procured, installed, and/or repairedUpdated company SharePointDocumented technical guidance for SIS System Administrators using SIS to assist in training of current and new usersAdministered data entry of all customer issues in Remedy Trouble ticket system and monitor issues until resolvedServed as the POC for installations and removals of all company printers, copiers, UPS, USPS equipment

Provided Administrative support to TSA OSO & Senior Management staff at BWI AirportPrepared confidential and complex documents for clearance.Organized and maintained systems data files and hardcopy documents.Generated and updated reports; and prepared text and graphics data presentations for meetings.Prioritized and managed multiple projects to ensure timely schedules.Coordinated and assisted with executive management meetings, conferences, and conference calls.Scheduled and coordinated management meetings required for both internal and external executives and consultants

Prepared documentations, certified payment of all department vendors, processed purchase orders, prepared expense accounts data and coded cost, and prepared statements for accounts payable.

Handle questions, complaints, and travel inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.Obtain and evaluate all relevant information to handle inquiries and complaints.Direct requests and unresolved issues to designated resource.Record details of inquiries, comments, and complaints in the company database.

Real Estate Class, Real Estate

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Computer Science

Certified Help Desk/ Computer Repair Professional Career