Summary
Overview
Work History
Education
Skills
Training
References
Timeline
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SARA I. RASULI

Laurel,USA

Summary

Multifaceted, versatile technology and content specialist with a unique blend of IT, analytics, business, public health preparedness/response, and content management experience. From leading IT projects and systems for the United States Census Bureau to establishing processes for the technical integration team. Strong ability to adapt to rapid changes. Excellent communication and listening skills. Strong organizational and multi-tasking skills exhibited in the management of helpdesk tickets, system health issues, impromptu end user requests, and projects.

Overview

10
10
years of professional experience

Work History

Senior IT Specialist

LMI
Tysons, VA
10.2022 - 04.2024
  • Served as subject matter expert for Health Partner Ordering Portal (HPOP) concerning COVID-19 and Mpox ordering processes.
  • Developed allocation strategies for COVID-19 therapeutics and Mpox medical countermeasures within HPOP system.
  • Responded to user inquiries regarding product availability, shipping, allocation, and distribution status.
  • Managed data reconciliation efforts for Pharmacy partners related to COVID-19 and Mpox.
  • Coordinated enhancements in HPOP system through review and submission processes.
  • Presented weekly stakeholder meetings and office hours nationwide for clients and jurisdictions.
  • Reported defects and collaborated with developers to reproduce issues and identify root causes.
  • Maintained server infrastructure, ensuring reliability and security across IT operations.

Senior IT Specialist

Absolute Business Solution Corporation
McLean, VA
05.2022 - 10.2022
  • Serve as key subject matter expert and specialist for Health Partner Ordering Portal (HPOP) related ordering, procurement, response and central partner problems for COVID-19 response
  • Develop allocation strategies for COVID-19 therapeutic medical countermeasures (MCMs) within HPOP system
  • Respond to all user requests for information regarding product availability, shipping, allocation, and distribution data and status
  • Responsible for data management and reconciliation efforts for Pharmacy partners
  • Coordinate, monitor, and participate in the HPOP system enhancement review and submission process
  • Knowledge of risk management principles, particularly as they apply to pandemics
  • Developed and tested system ordering requirements with government clients to ensure a sustainable pandemic response system
  • Presented weekly stakeholder and Office hour calls for clients and jurisdictions nationwide
  • Contribute effectively in the continuous improvement of the HPOP ordering system and work environment by submitting improvement proposals whenever possible
  • Report defects and assist developers (Oracle and Palantir) in reproducing defects and assist in finding the cause to various defects
  • Perform functional, regression, system (E2E) and performance tests according to established verification plan in Agile test environment
  • Work with developers to employ iterative development test strategies and tactics on assigned projects and ensure full execution of the strategy
  • Assisted customers with issue resolution successfully preventing production stoppage
  • Coordinated with third parties nationwide ensuring client expectations were maintained concerning delivery times and orders
  • Partnered with internal departments to research and resolve customer issues in a timely manner

Training Development Specialists

System Engineering Solutions
Vienna, VA
04.2019 - 01.2021
  • Implemented testing requirements and deployment for the technical integration program
  • Developed and implemented IT training plans for the Decennial Service Center (DSC) with Subject Matter Experts and Key Stakeholders
  • Provide daily, weekly and monthly reports/dashboards to the customer
  • Attend defect triage meetings to ensure proper handling and resolution of defects in a timely manner.
  • Participate in weekly schedule and risk meetings and other internal and external meetings with various teams.
  • Facilitate Scrum meetings such as daily stand-ups and sprint retrospectives
  • Delivered training directly to government clients
  • Familiarity with 'Cloud Computing', Software as a Service (SaaS) model, Platform as a Service (PaaS) or Infrastructure as a Service (IaaS)
  • Strong problem solving skills, attention to details and desire to learn new technologies
  • Lead technical aspects of key marketing systems used to generate, distribute, and report on engagement
  • Work with multiple internal teams SMEs, Product Managers, Consulting etc. to create professional training content
  • Developed and presented training content across the nation for the USCB (United States Census Bureau)
  • Tested and maintained software applications (VMware, Remedy, Citrix, VDI) that met technical and functional requirements for the programs training development
  • Documented functions and changes to test activities/results to implement in modified modules
  • Built solid cross-functional relationships and maintained internal and external Technical Integration (TI) relationships
  • Developed Training Baselines and delivered a robust set of training modules for multiple 2020 Census Operations
  • Analyzed training needs and requirements to develop new training courses/programs or modify and improve existing programs
  • Planned, developed, and provided training using knowledge of the effectiveness of methods such as classroom training, demonstrations, online platforms, meetings, conferences, and workshops
  • Responsible for continuous improvement of training content within the DSC portfolio, internal and external learning curriculum, programs and courses
  • Partnered with stakeholders to develop and support employee development plans and other learning and development initiatives to enhance employee performance and contribute to a highly engaged and developed workforce
  • Created training based on adult learning methodology SL360, GLAAS, and LMS.
  • Created Change Management focused training for Technical Integration program

Afghan Hoops for Hope Organization
08.2014 - 01.2020
  • Act as a liaison for Marketing, IT, and the Business Development group and assist Founders in other fundraising programs as necessary.
  • Provide more than 500 school-age boys and girls every year with our high-quality organized basketball programs.
  • Plan and coordinate nationwide charity basketball tournaments to encourage healthy competition among peers, build self-esteem and social integration, and help erase socio-economic and racial boundaries.

System Administrator

CyberMedia Technologies
Reston, VA
05.2018 - 04.2019
  • Installed 200+ desktop computers during a company-wide upgrade
  • Provide high level technical support for application and servers on virtual platforms
  • Provided Help Desk-based IT phone support to end-users for a fast-paced web hosting firm, including troubleshooting, server support, and customer service
  • Maintained 15% above average customer satisfaction in post-call surveys. Used deep compassion and listening skills for the best customer experience.
  • Became a trusted resource through high-level problem-solving skills
  • Kept over 800+ employees up and running on Windows 10
  • Develop & Maintain Service Desk agents training documentation, provide formal and continuous training to ensure high quality service response.
  • Attempt to duplicate reported problems and define root causes, using product designs, code, or specifications
  • Provide training to Tier-1 and Tier-2 Support Technicians
  • Provide 'on-site' support, as needed or required
  • Responsible for escalating issues that are unable to be resolved by Tier-3 to the appropriate Technology Engineer
  • Act as a backup for Tier-2 Support Technicians
  • Documenting interactions in Remedy
  • Documenting support-related processes and procedures (SOP)
  • Maintaining Service Level Agreements (SLA) on tickets in Remedy
  • Accurately documenting and classifying client requests and incidents
  • Manage the processing of incoming calls to ensure professional, courteous, timely and effective resolution of issues.
  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
  • Account Management functions in Active Directory
  • Support the development of standard operating procedures, Knowledge Base (KB) articles for the use of service desks agents; conduct continuous improvement service desk support and update knowledge base as required.
  • Use summary & individual performance metrics to continuously improve service desk performance and achieve/exceed the SLA’s
  • All information and changes pertaining to the incident/problem are updated in the ticket.
  • Pulled crystal reports inside of remedy
  • Submitted enhancements for remedy
  • Track and analyze trends and produce reports as required
  • Perform regular quality evaluations of Service Desk Agent incident/service ticket inputs to identify and share good practices, as well as to address inadequate inputs.
  • Provide network support, including maintaining connectivity for users, troubleshooting and resolving issues.
  • Proactively address needed improvements and maintenance requirements for collaboration technologies in conference rooms.
  • Analyze trends, propose solutions and training topics in coordination with other IT staff
  • Manage, coordinate, track, report, process and work tickets daily and across shifts
  • Presented during stakeholder meetings
  • Meeting with the system owners to receive training on new software deployed to production
  • Tested software before it was released to production and created cases in ALM and used case Study, Test scenario creation, looked for defects, performed Functional Testing, Regression Testing, and System Integration Testing.
  • Reported outages and sent emails to all regions
  • Worked as a Service Desk Agent Tier 3 apart of the DSC (Decennial Service Center) for the United States Census Bureau and assisted with application, software, and hardware support in anticipation of the 2020 US Census.
  • Documented, tracked, and resolved all IT related issues using the Remedy ticketing system.
  • Provided password, payroll, and user account support to Census Bureau contract and federal employees.
  • Configured and enabled new employee network accounts using active directory.
  • Identified, troubleshoot, and documented technical problems of moderate complexity using an internal knowledge base.
  • Supported employees with PIV badge resets, remote access through VDI, and iPhone 8 application support.
  • Facilitated the opening of two Field Offices and worked as a team lead member to install; reimage both locations laptops and personal computers.

Apple Genius

Apple
Columbia, MD
11.2015 - 01.2018
  • Responsible for diagnosing, testing and repairing Apple Computer Systems and Mobile Devices following Apple Computer Repair Procedures.
  • Install, repair, maintain, and upgrade Apple Desktop and Notebook Computers; Perform maintenance on printers.
  • Performed Device Configurations on Apple Mobile Devices: iPhones, iPads, Apple Watches and iPods
  • Collaborated with management and colleagues to implement new methods training for technician

Technical Consultant

Sprint
Laurel, MD
01.2015 - 10.2015
  • Provides first level inbound telephone support for customers by troubleshooting, investigating and resolving questions and challenges they may be having with Sprint's products and services with an objective of resolving the issue in one phone call.
  • Provides empathetic, courteous, quality customer service in an accurate and timely manner in accordance with Sprint protocols.
  • Responsible for problem recognition, research, isolation, resolution and follow-up for the customer issues.
  • Ensured proper safety and incident reporting procedures are followed.
  • Maintained regular attendance.
  • Collaborated with Platform Project Management to set milestones and tasks representing all required QA phases.
  • Assigned test plans and manage cross functional team resources to ensure extensive and complete test coverage.

Education

Bachelors - Information Systems Management

University of Maryland
Adelphi, MD

Skills

  • Networking and protocols
  • Network management
  • Operating systems expertise
  • Microsoft Office 365 and Power Platform
  • Virtual desktop infrastructure
  • Cloud services (AWS, Oracle)
  • Remote access solutions
  • Active directory management
  • Support ticketing systems
  • Network monitoring tools
  • Incident response frameworks
  • Device management

Training

  • National Response Framework (NRF), 2023
  • National Indecent Management System (NIMS), 2023
  • Certified on Incident Command System ICS 100, ICS 200, and ICS 700, 2023

References

References available upon request.

Timeline

Senior IT Specialist

LMI
10.2022 - 04.2024

Senior IT Specialist

Absolute Business Solution Corporation
05.2022 - 10.2022

Training Development Specialists

System Engineering Solutions
04.2019 - 01.2021

System Administrator

CyberMedia Technologies
05.2018 - 04.2019

Apple Genius

Apple
11.2015 - 01.2018

Technical Consultant

Sprint
01.2015 - 10.2015

Afghan Hoops for Hope Organization
08.2014 - 01.2020

Bachelors - Information Systems Management

University of Maryland

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