Raelene Fleeger
Butler,PA
Summary
As the primary person for all the Background Investigations Enterprise System (BIES Systems). Manage the Outlook inbox, OPM Personnel Investigations Processing System (PIPS) mail inbox and create/work tickets within the Service Now system. Responsible for ensuring that the required documents are received and signed by the appropriate supervisor. System Access Management (SAM) recently took over account creation for the ARC-Nlets system. Have worked to create instruction documentation to allow for training other individuals to create ARC-Nlets accounts. Over the 26 years have been involved in various tasks and projects. Such as researching new barcode equipment that was needed to track and inventory the case folders. Working with programmers to create/design software for the wireless handheld devices that would work with to upload the case number to the PIPS system and wrote operation instructions for the end users. At the start of Covid assisted in getting the software needed for users to tele-work. And coordinated managers to make sure that the users that needed Adobe Pro received. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
27
27
years of professional experience
1
1
Certification
Work History
BIES ACCOUNT ANALYST, SYSTEM ACCESS MANAGEMENT
Defense Counterintelligence and Security Agency
2019.09 - Current
- Assist with resolving technology issues
- Represent DCSA as liaison between DCSA and OPM Helpdesk by troubleshooting contractor access problems for OPM shared drive
- Perform duties of applications security administrator on DCSA BIES systems (ex. ARC-Nlets, DPS, DRMS, FTS, OPIS, PIPS)
- Manages approximately 378,000 user accounts and processes approximately 20,000 user requests annually
- Conduct account reviews quarterly on BIES systems; remove users who no longer require access to systems
- Creating documentation for procedures for everyday use for DCSA
- Correcting user information in variety of different environments to keep records up-to-date
- Safeguard computer files against accidental or unauthorized access; preempt accidental or unauthorized modification, destruction, and disclosure
- Applying computer security techniques to everyday practices in DCSA.
- Partnered with Account Manager to support preparation of client materials to educate, train and inform on benefits, services and self-administration tools.
- Enhanced team productivity with efficient communication, delegation, and prioritization of tasks.
- Supported Account Manager with incoming inquiries from existing clients.
- Participated in regularly scheduled feedback and information exchange sessions with key business partners.
- Developed strong relationships with clients through excellent customer service skills and consistent follow-up on inquiries or concerns.
- Implemented effective risk management strategies that protected company assets from potential threats or vulnerabilities within accounts monitored closely over time.
- Coordinated with internal audit teams to facilitate smooth audits and maintain continuous improvement mindset within department.
- Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
- Partnered with auditors to track errors and add contributions to maintain accuracy.
- Identified potential risks within accounts, mitigating potential losses through proactive measures.
- Prepared working papers, reports and supporting documentation for audit findings.
- Developed and maintained successful business partnerships to address and proactively manage service issues.
- Managed multiple accounts simultaneously while adhering to strict deadlines and maintaining attention to detail.
- Strengthened communication skills through regular interactions with others.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Organized and detail-oriented with strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed and maintained courteous and effective working relationships.
- Worked well in team setting, providing support and guidance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Skilled at working independently and collaboratively in a team environment.
- Delivered services to customer locations within specific timeframes.
- Worked effectively in fast-paced environments.
COMPUTER ASSISTANT, FEDERAL INVESTIGATION SERVICES
National Background Investigations Bureau
2014.03 - 2019.09
- Assist with resolving technology issues
- Responsibilities included installing new hardware and software, troubleshooting issues, and implementing repairs and updates to computer systems
- Setting up peripherals in order to complement computer network; these can include things such as printers, keyboards, projectors, and bar code penlight device
- Establish and maintain official documentation to track inventory of laptops and software
- Performing operating system and software testing on computer devices
- Upgrading and configuring computers
- Installing and modifying both computer hardware and software
- Improved branch performance by streamlining operations and implementing efficient processes
- Research and implemented purchasing of new laptops, barcode readers, printer, projectors, and other IT equipment needed for employees to perform their daily job functions
- Maintained (repaired and cleaned) Fingerprint Transaction System (FTS) scanners needed for hard card prints.
- Provided valuable input during IT strategy planning meetings, contributing insights based on firsthand experiences with end-user challenges.
- Supported end-users with remote desktop assistance, resolving issues quickly and efficiently.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maximized productivity by creating user-friendly guides for various software programs.
- Provided technical support for hardware and software issues, reducing downtime for users.
- Continuously checked Report data, use logins, and file permissions to monitor data safety and end-user efficiency.
- Developed and implemented preventive maintenance procedures.
- Improved user experience with proactive troubleshooting and efficient problem resolution.
- Installed and configured operating systems and applications.
- Enhanced system performance through regular maintenance, including data backups and software installations.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Managed deployment of new hardware devices, minimizing disruptions to workplace productivity.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Coordinated hardware repairs or replacements when necessary, maintaining strong working relationship with vendors.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivered services to customer locations within specific timeframes.
- Paid attention to detail while completing assignments.
- Proven ability to learn quickly and adapt to new situations.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Developed and maintained courteous and effective working relationships.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with strong sense of personal responsibility.
- Worked well in team setting, providing support and guidance.
COMPUTER ASSISTANT, FEDERAL INVESTIGATION SERVICES
Office of Personnel Management
2003.03 - 2014.03
- Assist with resolving technology issues
- Responsibilities included installing new hardware and software, troubleshooting issues, and implementing repairs and updates to computer systems
- Setting up peripherals to complement computer network; these can include things such as printers, keyboards, projectors, and bar code penlight device
- Establish and maintain official documentation to track inventory of laptops and software
- Performing operating system and software testing on computer devices
- Upgrading and configuring computers
- Installing and modifying both computer hardware and software
- Improved branch performance by streamlining operations and implementing efficient processes
- Research and implemented purchasing of new laptops, barcode readers, printer, projectors, and other IT equipment needed for employees to perform their daily job functions
- Maintained (repaired and cleaned) Fingerprint Transaction System (FTS) scanners needed for hard card prints.
- Provided valuable input during IT strategy planning meetings, contributing insights based on firsthand experiences with end-user challenges.
- Supported end-users with remote desktop assistance, resolving issues quickly and efficiently.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maximized productivity by creating user-friendly guides for various software programs.
- Provided technical support for hardware and software issues, reducing downtime for users.
- Developed and implemented preventive maintenance procedures.
- Improved user experience with proactive troubleshooting and efficient problem resolution.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Enhanced system performance through regular maintenance, including data backups and software installations.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Managed deployment of new hardware devices, minimizing disruptions to workplace productivity.
- Ensured data security with implementation of antivirus software and regular system scans.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware, devices, and software to set up work stations for employees.
- Coordinated hardware repairs or replacements when necessary, maintaining a strong working relationship with vendors.
- Optimized computer equipment inventory management, resulting in cost savings through strategic purchasing decisions.
- Researched and identified solutions to technical problems.
- Assisted in development of custom applications to meet specific departmental needs.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Helped streamline repair processes and update procedures for support action consistency.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivered services to customer locations within specific timeframes.
- Paid attention to detail while completing assignments.
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
COMPUTER CLERK, FEDERDAL INVESTIGATION
Office of Personnel Management
2001.03 - 2003.03
- Responsible for performing administrative tasks to support daily business operations
- Their duties include responding to phone calls or emails, maintaining organized filing system, and restocking office supplies as needed.
- Addressed customer inquiries promptly, resolving issues professionally to ensure satisfaction and maintain positive relationships.
- Monitored office supplies and made arrangements for restocking of low-stock items.
- Provided meeting support by taking minutes and dictations.
- Evaluated source documents to locate needed information.
- Used computer software to store and retrieve data.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Efficiently managed incoming mail distribution as well as preparing outgoing packages for delivery.
- Contributed to well-organized workplace by managing inventory levels of office supplies and placing orders when necessary.
- Processed documents and materials to disseminate information to appropriate parties.
- Interacted with customers by phone, email, or in-person to provide information.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Organized and detail-oriented with strong work ethic.
- Paid attention to detail while completing assignments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organizational skills through working on group projects.
- Passionate about learning and committed to continual improvement.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Applied effective time management techniques to meet tight deadlines.
- Learned and adapted quickly to new technology and software applications.
OFFICE CLERK, FEDERAL INVESTIGATION SERVICES
Office of Personnel Management
1997.08 - 2001.03
- Performed clerical duties including typing, filing, and completion of simple forms
- Operated office machines including copiers, scanners, phone and voicemail systems, personal computers, and other standard office equipment
- Answered phones, directed calls to appropriate individuals, and relayed messages.
- Maintained organized and clean office environment to boost staff productivity and overall morale.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Processed incoming and outgoing mail and packages according to established procedures.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Ensured timely delivery of mail packages within organization while also managing outgoing shipments accurately through postal services or courier companies as required.
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Edited and proofread documents for accuracy and completeness.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
Education
High School Diploma -
Slippery Rock High School
Slippery Rock, PA06.1996
Computer & Information Science -
Butler Vo-Tech
Butler, PA06.1996
Skills
- Problem Solving
- Project Management
- Account provision
- Document Creation
- Technical Expertise
- Time Management
- Customer Service
- Information Security
- System Security Protocols and Risk Mitigation
- Work Prioritization
- Account Review
- Clear Communication
Certification
- Plain English Writing, 09/1998
- F5000 Service Technician, 06/2002
- Editing with Less Pain, 06/2005
- A+ Certification PC Tech Part 1, 07/2007
- A+ Certification PC Tech Part 2, 03/2008
Clearance Level
Top Secret clearance and eligibility.
Technical Summary
Proficient in using Microsoft Teams, Word, Excel, PowerPoint, Project, & Outlook., Microsoft office 95, 97, 2000, 2003, XP, 2013, 2016 to include Word, Excel, PowerPoint, Access, Outlook and Window NT, Dell OptiPlex series and Latitude series, HP EliteBook, Visual Basic, Java, COBOL
Awards
- Sustained Superior Performance Award, 11/2018
- Special Act or Service Award, 11/2018
- Special Act or Service Award, 02/2019
- Special Act or Service Award, 06/2019
- Special Act or Service Award, 09/2002
- Special Act or Service Award, 09/2004
- Time-Off Award, 07/2005
Timeline
BIES ACCOUNT ANALYST, SYSTEM ACCESS MANAGEMENT
Defense Counterintelligence and Security Agency
2019.09 - Current
COMPUTER ASSISTANT, FEDERAL INVESTIGATION SERVICES
National Background Investigations Bureau
2014.03 - 2019.09
COMPUTER ASSISTANT, FEDERAL INVESTIGATION SERVICES
Office of Personnel Management
2003.03 - 2014.03
COMPUTER CLERK, FEDERDAL INVESTIGATION
Office of Personnel Management
2001.03 - 2003.03
OFFICE CLERK, FEDERAL INVESTIGATION SERVICES
Office of Personnel Management
1997.08 - 2001.03
High School Diploma -
Slippery Rock High School
Computer & Information Science -
Butler Vo-Tech
- Plain English Writing, 09/1998
- F5000 Service Technician, 06/2002
- Editing with Less Pain, 06/2005
- A+ Certification PC Tech Part 1, 07/2007
- A+ Certification PC Tech Part 2, 03/2008
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