Michelle Lee
Annapolis Junction,MD
Summary
Ambitious and committed business professional seeking to broaden my business, management, help desk, and information technology skills through learning and interacting in a professional and productive environment. Accustomed to working efficiently and effectively while under pressure. I have worked in an Agile work environment for years.
Overview
8
8
years of professional experience
Work History
CUSTOMER TECHNICAL SUPPORT ANALYST II
Peraton Corporation
01.2021 - Current
- Liaison between Center for Medicare and Medical Services (CMS) customer for various programs under Innovation Sites Business Operations Support Center (IBOSC)
- Troubleshoot user’s accounts
- Respond to inquiries and updates and create Salesforce cases to implement updates to process into the system
- Detailed and strong analytical skills
- Contribute to the creation of business processes, Standard Operating Procedures (SOPs), business process models and performing other tasks that demonstrate technical understanding of production operations
- Adhere to Standard Operating Procedures (SOPs), Statement of Work (SOW) and business process for the IBOSC Team to ensure a consistent and efficient approach to operations
- Create, update, and analyze Remedy Inquiry Management and Service Now Inquiry Management Help Desk ticketing system by maintaining excellent notes and status information
- Perform Trend Analysis Reports
- Develop and maintain Root Cause Analysis and create custom reports to fulfill customer requests
- Strong communications skills to conduct business in an efficient and effective manner
- Team building and employment engagement
- Succeeds in deadline driven environments.
CUSTOMER TECHNICAL SUPPORT ANALYST II
Northrop Grumman Corporation
01.2016 - 01.2021
- Liaison between Center for Medicare and Medical Services (CMS) customer for various programs under Innovation Sites Business Operations Support Center (IBOSC)
- Troubleshoot user’s accounts
- Respond to inquiries and updates and create Salesforce cases to implement updates to process into the system
- Detailed and strong analytical skills
- Contribute to the creation of business processes, Standard Operating Procedures (SOPs), business process models and performing other tasks that demonstrate technical understanding of production operations
- Adhere to Standard Operating Procedures (SOPs), Statement of Work (SOW) and business process for the IBOSC Team to ensure a consistent and efficient approach to operations
- Create, update, and analyze Remedy Inquiry Management and Service Now Inquiry Management Help Desk ticketing system by maintaining excellent notes and status information
- Perform Trend Analysis Reports
- Develop and maintain Root Cause Analysis and create custom reports to fulfill customer requests
- Strong communications skills to conduct business in an efficient and effective manner
- Team building and employment engagement
- Succeeds in deadline driven environments.
Education
Bachelor of Science in Business Management -
THE UNIVERSITY OF PHOENIX-COLUMBIA, MD
05.2011
Associates Degree in Arts & Science - Corporate Communications
THE COMMUNITY COLLEGE OF BALTIMORE COUNTY-CATONSVILLE, MD
05.2004
Skills
- Troubleshooting
- Analytical skills
- Business processes
- Standard Operating Procedures (SOPs)
- Salesforce
- Remedy and Service Inquiry Management
- Root Cause and Trend Analysis
- Communication skills
- Employment engagement and Team Building
- Deadline driven environments
- HDI
- Microsoft Office (Excel, Outlook, PowerPoint, Word)
- CMS Enterprise Portal
- SharePoint
- IDM
- 4iNNOVATION
- Security Protocols
- Ticketing system proficiency
- Escalation management
- Incident Management
- Information Protection
- Technical Support
- Business Development
- Call Center Operations
- Customer Service Management
- Complaint resolution
- Professional Demeanor
- Time Management
Accomplishments
- Received exceptional and incredibly good for CPARS (Contractor Performance Assessment Report).
- Completed HDI, Agile, and ITIL training.
- Obtained HDI Support Center Analyst certification on 01/29/23.
- Obtained and maintained quality scores of 97% and higher and received 100% Quality for the month of January 2018 and reached the 100% Quality Club presented by the Governance Team.
- Received BRAVO awards for quality and productivity from October 2017 to Current.
- Obtained exceeding expectations on all monthly and quarterly reviews.
- Maintained the security and safety of personally identifiable information and protected health information (HIPPA) by identifying and reporting more than 1,000 security incidents.
- Submit weekly detailed reports of processing more than 125 tickets cases/incidents per week.
- Serve as the Lead and one of the Subject Matter Experts.
- Trained staff on other CMS programs.
- Created and distributed meeting minutes and agenda for Million Hearts program.
- Proficient with computer programs and applications such as Microsoft Office, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Remedy, Salesforce, CMS Enterprise Portal, SharePoint, and Service Now, IDM, and 4iNNOVATION.
- Started as an Intern television productions assistant and promoted to a production’s assistant at Sinclair Broadcast Group, Inc. working at Fox 45 Morning News in Baltimore, Maryland.
- Worked as a Customer Service Representative and promoted to Visitor Operations Supervisor at the National Aquarium in Baltimore.
Clearance
Public Trust security clearance.
Timeline
CUSTOMER TECHNICAL SUPPORT ANALYST II
Peraton Corporation
01.2021 - Current
CUSTOMER TECHNICAL SUPPORT ANALYST II
Northrop Grumman Corporation
01.2016 - 01.2021
Bachelor of Science in Business Management -
THE UNIVERSITY OF PHOENIX-COLUMBIA, MD
Associates Degree in Arts & Science - Corporate Communications
THE COMMUNITY COLLEGE OF BALTIMORE COUNTY-CATONSVILLE, MD
Similar Profiles
Deiby AcevedoDeiby Acevedo
Senior Information Operations (IO) Planner at Peraton CorporationSenior Information Operations (IO) Planner at Peraton Corporation
Kent BartleKent Bartle
IT Operations Analyst 3 at Peraton CorporationIT Operations Analyst 3 at Peraton Corporation
TIA BENNINGTIA BENNING
Director, Army Missions at Peraton CorporationDirector, Army Missions at Peraton Corporation
Ashleigh RayAshleigh Ray
Travel Registered Nurse, ICU at SnapNurseTravel Registered Nurse, ICU at SnapNurse