• Serve as the primary liaison for e-Procurement inquiries, delivering exceptional customer service.• Streamlined system operations by generating SQL-based reports, identifying issues, and implementing data-driven solutions.• Utilize CRM tools like Freshdesk for efficient issue tracking and resolution.• Document troubleshooting processes, ensuring knowledge transfer and issue recurrence prevention.• Support system administration by addressing user feedback, identifying bugs, and enhancing user satisfaction.• Develop process improvements based on analytics and feedback, streamlining eProcurement workflows.• Maintained a 99% satisfaction rating among external (vendors)and internal customers (state employees).

● Proficient in the comprehensive maintenance, inspection, and repair of WMATA rail vehicles and equipment, ensuring operational efficiency and safety.● Diligently completed all operational and maintenance documentation for WMATA rail vehicles within specified deadlines, maintaining accurate records.● Conducted routine diagnostics and network troubleshooting, effectively repairing associated equipment to minimize downtime.● Utilized precision measuring tools such as meggers and ohmmeters for identifying and rectifying defective wiring and connections.● Tasked with detecting malfunctions and executing regular maintenance on electro-mechanical equipment, upholding stringent safety and quality standards.

● Engaged in the assembly, routine servicing, repair, and evaluation of elevator and escalator systems, ensuring their optimal functionality and safety.● Conducted both planned and impromptu maintenance and repairs, prioritizing safety, and efficiency.● Rapidly addressed elevator and escalator emergencies and equipment failures, available on-call beyond standard hours.● Managed data entry and record-keeping in the Maximo CRM system, integrating CRM expertise with technical fieldwork.

● Facilitated cross-functional collaboration with technicians, management, and sales teams to align customer needs, enhancing solution delivery.● Provided Tier 1 technical support, ensuring customer satisfaction through efficient problem-solving.● Utilized CRM tools for troubleshooting and diagnosing issues with network and broadcast equipment, improving service reliability.● Guided customers through problem identification and resolution processes, restoring service functionality.● Coordinated scheduling for maintenance and repair activities to ensure timely service.● Consistently met or surpassed organizational targets and deadlines, contributing to company objectives.

Honorably Discharged Veteran