Monique J.

Experience

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  Forrest Solutions

  Nov 2000 - Oct 2001

  Receptionist / Switchboard Operator / Office Assistant

   Answered busy 20-40 line consoles Utilized the company database and updated employee information at request Typed and faxed company documentation Assisted incoming guests with appointments

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  Morgan Stanley

  Oct 2001 - May 2004

  Floor Representative Clerk

   Delivered all mail and packages servicing over 500 employees on several floors Personally delivered supplies to employees on designated floors Protracted incoming packages with Pitney Bowes System Keyed labels for several incoming letters and magazines Handled incoming and outgoing UPS, FedEx, USPS, and other companies Mail Sorting Updated employees information through the company’s main database

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  Morgan Stanley/ Cambridge

  Sept 2006 - Apr 2007

  Mail Processing Systems Keyist

  Followed procedures to ensure all incoming mail was safe to distributeUpdated all employee information as changes were madeLabeled all mail with the correct destination within the companyHandled credit cards and checks in a safe and timely mannerSent all mail to their correct departments to be handled in that sectionCompleted a daily end of day report Keyed between 900 to 2000 pieces dailyCompleted all work in a timely fashionAssisted in other departments when needed Show less

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  Eurosoft, Inc. / HMS Healthcare Management Systems

  Sept 2007 - Oct 2008

  Medical Support Representative

  Enforced the National Medical Support Notice for court ordered Non-Custodial Parents and their employersVerified medical information for various carriers by way of outgoing calls and online verificationProvided professional customer service with incoming calls from employers, lawyers, and parents or guardiansData entered all information regarding the phone calls, private information changes and logging of company informationMarketing of website to employers Mail processing to include opening, sorting, and data entering all incoming mailTrained incoming representatives in all areas of Medical Support EnforcementScanning, Faxing, Filing, distributing faxes Show less

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  CRGT Inc.

  Oct 2008 - May 2010

  AKO/DKO Help Desk Analyst - Tier I

  Provided technical support to over 4 million users across the various U.S. Armed Forces as well as foreign nationals, contractors, civilian personnel and their family members.• Provided 24/7 website support for the Army and Defense Knowledge online portal.• Assisted end users through live chat, email, and telephone requests with systems configurations, site access, and account management.• Monitored network and desktop issues as they related to the Army/Defense’s internal web portal applications.• Analyzed and assisted with CAC issues, such as installing certifications, and sending digitally encrypted correspondence.• Demonstrated a comprehensive knowledge of the principles and concepts underlying the AKO/DKO Web Portal; appointed to train new hires.• Collected and documented user information pertaining to customer concerns. • Created, tracked and resolved Remedy trouble tickets and service requests. Show less

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  SMX

  Jun 2010 - Jun 2011

  Help Desk Specialist - Tier I

  Functioned as the central point of contact for Marine Corps Enterprise Network (MCEN) issues and Network Operations & Security Center (MCNOSC) inquiries, including official legal investigations and all inquiries by deployed U.S. forces.• Provided Tier I help desk service assistance of classified and unclassified incidents involving network connectivity, Domain Name System (DNS), Microsoft Exchange, Defense Message System (DMS), e-mail availability, official legal investigations, malicious activity, and all issues with deployed forces.• Provided direction to the Navy Marine Corps via Government Directed Actions System (GDA’s).• Employed Remedy to track and generate trouble tickets for escalation of higher level technical issues to appropriate internal sections.• Participated in Government directed daily briefings with all levels of management• Responsible for drafting and transmitting MCEN Operational Directives and Advisories to the fleet across official naval traffic channels.• Interacted closely with Government Watch Officers and Marines to complete daily tasks. Show less

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  AboveNet

  Jun 2011 - Jul 2012

  Network Surveillance Engineer - Tier I

  24/7 monitoring of the Fiber Optic Network for top businesses in the United States, Canadian and European Markets.• Performed incident surveillance and triage of alarms events within Net Guardian (Netcool), and Webmon.• Administered Change Management activity calls, portal account requests, and approval/denial of emergency repairs and excavations.• Assisted IP and Optical Engineers when needed.• Located and dispatched Field Engineers to fault locations.• Facilitated bridge calls, provided fault isolation, and escalation during higher severity events.• Created, tracked and resolved Remedy/Salesforce trouble tickets and service requests.• Ensured proper and complete files were maintained in relation to facilities access and Network Mapping. Show less

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  Zayo Group

  Jul 2012 - Feb 2013

  Infrastructure Technician

  24/7 monitoring of the Fiber Optic Network for top businesses in the United States, Canadian and European Markets.• Performed incident surveillance and triage of alarms events within Net Guardian (Netcool), and Webmon.• Administered Change Management activity calls, portal account requests, and approval/denial of emergency repairs and excavations.• Assisted IP and Optical Engineers when needed.• Located and dispatched Field Engineers to fault locations.• Facilitated bridge calls, provided fault isolation, and escalation during higher severity events.• Created, tracked and resolved Remedy/Salesforce trouble tickets and service requests.• Ensured proper and complete files were maintained in relation to facilities access and Network Mapping. Show less

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  InfoZen

  Jan 2013 - Nov 2015

  Service Desk Administrator

  Supporting the Transportation Security Administration’s Secure Flight, Consolidated Screening Gateway, and Transportation Worker Identification Card programs.• Provided 24/7 network monitoring and internal help desk support with a staff of 26 across two locations• Acted as a front-line interface to customers, accepting trouble reports documenting and dispatching them to appropriate personnel or subject matter expert.• Trained team members and external stakeholders on operating procedures and proprietary software.• Participated in interviews and the new hire selection process• Acted as the senior customer service liaison between OSD and all levels of stakeholders• Participated in daily briefs for all three programs with all levels of management• Monitored internal and external maintenance for all three programs • Monitored the TSA/DHS network utilizing Netcool and Solar Winds.• Provided fault isolation and escalation during higher severity events.• Managed operational libraries, filing systems and databases. • Reactively performed standard troubleshooting procedures • Created, tracked and resolved Remedy trouble tickets and service requests.• Interacted with airline carriers, technical support and other outside entities to report events and provide documented resolutions. Show less

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  Inovalon

  Nov 2015 - now

  Directly responsible for over 1.2 million dollars of secure inventory such as desktops, laptops, tablets, and other portable devices.• Coordinate meetings with multi-disciplinary teams to successfully complete projects.• Manage and organize physical inventory projects, which passed external audits with a 100% success rate.• Monitors business processes for efficiency and effectiveness.• Produce detailed financial reports of inventory, depreciation, and operational costs for year-end reporting to Accounting Department.• Recommend business process improvements to streamline productivity..• Conduct daily audits and reconciliation of inventory based on employer guidelines.• Communicate with external venders, upper management, and employees to identify and resolve problems with field equipment.• Invoice clients, both internal and external, with Microsoft Excel. • Report business activities quarterly for upper management and executives such as inventory turnover rate, repairs in process, and overall operating costs.• Enter item allocation information into the perpetual inventory system using Sage Fixed Asset Tracking Software and iBSM Remedy. • Prepare metrics reports of business activity for upper management.• Adhere to confidentiality policies and HIPAA requirements as outlined by the law. Show less

  • Sr. Service Desk Technician

    Aug 2019 - now

  • Service Desk Technician

    Oct 2018 - Aug 2019

  • Asset Management Specialist

    Nov 2015 - Oct 2018