Judith M. Young-Bird

• Onboarding Specialist (Security) - Accessed US Government database to create new employee profiles for the onboarding process. This included occasional travel to perform duties.

• Project Management: accessed security data files to create/maintain/update employee records and perform compliance updates; developed process and procedures for efficiency. Created, maintained (via payment system) and enforced contracts for the IRS mail program for Michigan & Indiana. Maintained database for shred program for Michigan & Indiana. Maintained asset database for Michigan IRS offices and disposal program. Maintained/Coordinated Release and Acquisition of real estate space for Michigan offices. Maintained customer ticketing system for all facility requests for Michigan & Indiana to determine assignment, reassign or close. Monitored ticket progression, provided individual updates and contacted customers, as needed.

• Coordinated office duties and ensured that all work assignments were completed by established deadlines.
• Monitored and controlled job distribution and resource allocation for processing requirements.
• Monitored system's status and performance by observing, accessing, and responding to system's messages.
• Ran and monitored test programs to identify problems such as memory overload.
• Corrected priorities and workflow by reconfiguring and/or adjusting equipment.
• Maintained file/database of Certified Mail Listing correspondence.
• Updated/Maintained Notification Delivery System (NDS).
• Reviewed system reports/logs to remedy scheduling conflicts, processing problems, and job failures.
• Ensured the correct restoration of data files and data bases at the proper restart point.
• Evaluated system change requests to determine modifications to existing schedules, and dependencies with other systems.

• Provided Incident Management for customers by using remote tools to resolve computer problems:
• Participated in the planning and delivery of customer support services to the organization.
• Installed, moved, tested, configured, upgraded, and diagnosed hardware and software components:
• Presented formal and informal training and assistance to customers.
• Reviewed and resolved KISAM tickets by responding to help center calls for all customers.
• Documented actions taken and gave needed guidance or training to customers to prevent recurrences.
• Communicated factual and procedural information clearly, orally, and in writing to customer/management by gathering and analyzing facts.
• Assisted in conducting physical inventory of IT equipment.
• Created Excel spreadsheet from employee database to resolve discrepancies and track assets with barcode system.
• Handled routine inbound requests for computer equipment via telephone and/or electronically.