Michelle A. Lake
Washington,DC
Overview
25
25
years of professional experience
Work History
Help Desk Operator/Account Manager
Grant Thornton
Arlington, VA
12.2006 - 03.2011
- Provided Tier I and II technical support to 450 Airport end-users and headquarters personnel of The United States Department of Homeland Security, Transportation Security Administration Office of Operational Process & Technology via three COTS databases: Performance Measurement Information System (PMIS), Performance Management Information System (PIMS - Business Intelligence Tool) and Airport Information Management (AIM).
- Retained sub-contractor position as Helpdesk Operation/Account Manager.
- Manage, answer telephone and e-mail requests from customers via the PMIS Helpdesk phone line or PMIS Helpdesk Exchange mailbox.
- Create, modify, and delete PMIS/PIMS and AIMS user account/permissions.
- Provide handheld mobile units (PDA) support.
- Maintain, monitor, and manage the PMIS Helpdesk work order tracking system.
- Assisted in database inquiries (deleting, correction, and data search); reporting, setting up airport profiles, and operational documentation.
- Fulfilled contract SLA requirement with a 98% closure rate monthly.
- Identify and submit enhancement requests to streamline functionality for airport equipment inventory, user accounts and other maintenance tables used by airport personnel.
- Perform functionality testing for database enchantments prior to system release.
- Facilitate “mass” email messages/dashboard post to TSA community, as needed and requested by PMIS/PIMS team lead and federal representatives.
- Generate statically reports for upper management, submit contractor monthly invoices, and collaborate closely with Team Lead and Contract COTRA.
Help Desk Operator/Account Manager
Dynamic Solutions
10.2004 - 12.2006
Guesthouse Receptionist
Harbor Square Condominiums
12.2002 - 10.2006
Help Desk Operator
Information Sciences Corporation
05.2001 - 04.2004
Technical Support Specialist
On-Site Technologies, Inc.
11.2000 - 01.2001
Administrative Assistant
Lincoln Park United Methodist Church
Washington, DC
03.2018 - Current
- Primary duties to oversee all activities of the main church office as well as providing monitoring oversight to support staff including janitor and security.
- Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.
- Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
- Provides information by answering questions and requests.
- Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
- Completes operational requirements by scheduling and assigning administrative projects; expediting work results.
- Prepare weekly documents for worship service (bulletins, announcements, and PowerPoint slides)
- Assist with updating Church web page.
- Assisted in compiling, reviewing, and finalizing documentation for annual conferences, contributing to seamless event execution.
Timeline
Administrative Assistant
Lincoln Park United Methodist Church
03.2018 - Current
Help Desk Operator/Account Manager
Grant Thornton
12.2006 - 03.2011
Help Desk Operator/Account Manager
Dynamic Solutions
10.2004 - 12.2006
Guesthouse Receptionist
Harbor Square Condominiums
12.2002 - 10.2006
Help Desk Operator
Information Sciences Corporation
05.2001 - 04.2004
Technical Support Specialist
On-Site Technologies, Inc.
11.2000 - 01.2001