Crystal Hogue
Waldorf ,MD
Summary
Supports day-to-day program operations with expertise IT Database management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Overview
23
23
years of professional experience
Work History
Program Specialist
Library Of Congress
08.2020 - Current
- Developed and implemented preventive maintenance procedures.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Configured hardware and granted system permissions to new employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Worked alongside other professionals to outline and implement program plans and objectives.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Facilitated communication between clients and other service providers.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Monitored systems in operation and quickly troubleshot errors.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for 800+ users.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Develop, monitors, and maintains DBMS environments and objects such as tables, indexes, and views.
- Plans and coordinate the migration of data to new versions of DBMS. Develops database deployment procedures.
CAFM Program Specialist
Library Of Congress
08.2009 - 08.2020
- Develop, monitors, and maintains DBMS environments and objects such as tables, indexes, and views. Plans and coordinate the migration of data to new versions of DBMS. Develops database deployment procedures.
- Established goals and created action plans to achieve goals.
- Maintains and assists in the development and administration of CAFM administrative procedures, filing system, plans and data standards
- Assists in the development, documentation, and compliance of facility information management policy, functional requirements, metrics, manuals, briefing and budgets for the Library
- Produce, maintain, interpret and coordinate facility management drawings for all aspects of the facility infrastructure, building management, occupancy planning and coordination with space planning and furniture.
- Participated with primary staff of service organization in developing and organizing policies and programs nd other concerns for program management
- Supported and maintained over 5 million square footage of space for the Library of Congress
CADD Operator II
Prince George County Public Schools
10.2001 - 08.2019
- Assisting the CIP Officer in determination and establishing project budgets for future planning and design of school projects, defining scope and schedule, and improving procedure for project approval and delivery.
- Evaluating new and existing school facilities for inclusion in the annual Capitol Improvement Program (CIP).
- Updating monthly design reports for projects.
- Coordinating all designs and incorporating All State Requirements within all design, while liaisons with State agencies for approval.
- Work cooperatively in a team environment with other design professional and outside consultants.
- Prepare Architectural Drawings for new schools and renovations.
- Assisted with feasibility studies for replacement of additions, and renovations to existing facilities.
- Oversaw 25 drafting teams completing simultaneous projects, successfully meeting key milestones.
Education
Associate of Arts - Architectural And Building Technology
Maryland Drafting Institute
College Park, MD08.1998
High School Diploma -
Suitland High School
District Heights, MD05.1996
Some College (No Degree) - Information Technology
Prince George's Community College
Upper Marlboro, MDSkills
- Information Security
- IT Project Coordination
- Technical Support
- Work flow planning
- Application support
- Database Administration
- User Training
- Software Installation
Timeline
Program Specialist
Library Of Congress
08.2020 - Current
CAFM Program Specialist
Library Of Congress
08.2009 - 08.2020
CADD Operator II
Prince George County Public Schools
10.2001 - 08.2019
Associate of Arts - Architectural And Building Technology
Maryland Drafting Institute
High School Diploma -
Suitland High School
Some College (No Degree) - Information Technology
Prince George's Community College
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