JULIANNE GARCIA
Columbia
Summary
Highly dedicated and goal-oriented Program Support Analyst with 4 years of experience in end user and government IT. Currently supporting the Department of Veteran Affairs' Office of Information Technology. Committed to providing program improvement and application support, with a background in IT Help Desk and Conferencing (A/V) Support. Recognized for exceptional practical and written communication skills, as well as a strong sense of reliability when it comes to meeting deadlines and adhering to standard operating procedures, reporting, and instructions. Demonstrated expertise in organization, critical thinking, problem analysis and resolution, and delivering excellent customer service.
Overview
5
5
years of professional experience
Work History
Program Support Analyst
GovCIO
06.2024 - Current
- Work closely with Senior Project Managers and our Program Manager by providing program support and fulfilling delegated responsibilities.
- Streamline reporting processes by creating custom templates for consistent use across all program management initiatives.
- Improve program efficiency by streamlining processes and implementing time-saving strategies.
- Proofread and format Monthly and Weekly Status reports for accuracy and grammar.
- Participate in Agile development processes, attending scrum meetings, and providing input on project progress.
- Adapt and understand Agile and Scrum methodologies.
- Identify opportunities for process improvement, resulting in increased operational efficiency across the organization.
- Foster culture of continuous improvement, encouraging team feedback and suggestions on process enhancements.
- Work closely with program management personnel to develop timely and compliant program reporting, and
- Participate in working sessions with program management and program teams to document activity and capture / track actions.
- Reports integration changes within the program support for the VA, any key information to senior program leaders.
- Attends meetings from various teams in software development to notate integration updates, changes and issues.
Conference Support Specialist - Lead
National Capitol Contracting, NCC
07.2023 - 06.2024
- Heads all conference and event planning, identifying potential risks, and proactively address issues to ensure successful outcomes
- Oversees conference room setup to ensure all technology is functioning properly and monitor all troubleshooting, and breakdown of the Crestron audio/visual equipment
- Provides technical support and leadership for a variety of largescale conferences, such as WiFi connectivity, presentations, and room equipment troubleshooting
- Prepare and provide technical guidance for organizers utilizing video conferencing software such as Microsoft Teams and Zoom.GOV to help accommodate hybrid, in-person, live broadcast and public forums
- Outline event objectives with WRCC staff members to ensure that special requests are met in-full and that the event is on schedule
- Provides leadership and administrative direction to a staff of 2-3 Conference Support Specialists
- Overlooks all conference center reservation ticket request through ServiceNow ticketing system, upholding reservation and conference center policies in order to allow for fair opportunities for all requestors
- Assigns reservation ticket requests to WRCC staff support and balancing workflow in order to address on average 50 reservation requests a month
- Implements and manages conference support processes and SOP's in order to keep all internal and external resources up-to-date for all requestors as well as WRCC Staff
- Creates and maintains conference support staff training materials and provided on-the-job training for all WRCC Staff positions, to include, coordination and audio/visual technical support
- Maintained up-to-date knowledge of conference technology, and incident trends to understand potential issues that may arise and allow for a quicker resolution in the future
- Provides bi-weekly reports to federal stakeholders and management to ensure that all incidents, feedback and facility issues have been addressed appropriately
- Provides a weekly report of upcoming conference and events to support and address any accommodations that would be fulfilled by building services, building security or facilities management
Conference and Event Coordinator
National Capital Contracting, NCC
08.2022 - 07.2023
- Point of contact for EPA's William Ruckelshaus Conference Center, providing all guidance to clients on the processes, capacities, availabilities and A/V capabilities
- Facilitates and aids all logistics for in-person and hybrid events hosted at the conference center, ranging up to 450 participants, to capitalize on the capabilities of the conference center's A/V system and room space
- Coordinates EPA sponsored events that may include organizations such as the D.O.J., United Nations, WHO - as well as public national events
- Maintains communications and meet with clients weeks or months prior to their event to update and establish any new insights or accommodations in regard to their upcoming event
- Coordinates with building and facility services to create the requested room setting for each event at least a week prior to each event
- Support large events via preventative coordination and test runs of show, as well as providing A/V assistance and setup such as microphones, lighting, camera angles and content sharing
- Utilize Microsoft Teams and Zoom events, such as webinars and public forums via Crestron Systems
- Generated a Sharepoint site for all EPA personnel to access conference center information and constantly updates all resources to provide correct information for personnel
- Provides admin support and maintains conference center supplies and IT systems
- Creates daily reports on all A/V systems and weekly events to management in order to inform management of events and incidents
- Work with ServiceNow teams to generate request trends via the ticketing system, reports of the utilization of the conference center, as well as information regarding the time for each ticket to be addressed
Computer Refresh Project Coordinator
Saic - Science Applications International
05.2021 - 08.2022
- Help Desk Support and Customer Service for EPA users on-site and remote
- Work with multiple teams that were located in different EPA regions in a highly collaborative environment to assist users and provide information needed for both the user and the help desk
- Handle and fields our team hotline, directing incoming emails and updating tickets
- Coordinates appointments with users and technicians to allow for deadlines and SLAs to be met
- Provided direct assistance for supervisor and manager by assigning work for all technicians, as well as planning workflow in advance to keep from delays in the project
- Creates, manages, edits reports within Excel and Sharepoint, documenting all work status within the Refresh projects for management to determine trends and slow downs in workflow
- Assisted in applying EPA images, updating BIOS systems and uploading user profiles to provide updated EPA Dell machines to end users
- Remotely accessed EPA machines in order to assist users for Tier 1 and Tier 2 IT issues regarding, Microsoft 365, Adobe Acrobat and other EPA approved software
- Contacted users via ServiceNow and connected them with the correct technician and IT Support desk
Computer Refresh IT Coordinator
TEKSystems
01.2020 - 05.2021
- Help Desk Support and Customer Service for users on-site and remote
- Demonstrates effective organization and time management skills needed to prevent any unnecessary overflow of work
- Handles a non-consistent work-flow environment and further work output by continuously learning and expanding experience through provided resources and team members
- Demonstrates excellent oral and written communication between users via tickets or on call to help resolve any inconveniences that the user has experienced
- Coordinates appointments with users and technicians to assist in a computer refresh
- Documents and tracks user appointments to stay on top of any rescheduled or cancelled orders within the project
- Supports onsite and remote technicians with needed documents and forms to maximize work across the whole team and to promote documentation of all work performed
Education
A.A - Computer Technology in Information Systems Management
University of Maryland Global Campus
Adelphi, MD11.2024
AFBMT Graduate -
Air Force Basic Military Training
San Antonio, Texas08.2018
High School Degree -
Bowie High School
Bowie, MD05.2017
Skills
- Facilitating technician workflow
- Scheduling and Coordinating
- Managing reports
- Program/Project Improvement
- SharePoint
- Excel
- Microsoft Word
- Microsoft Presentation
- Cross-functional coordination
- AV technical support
- Agile methodology
Security Clearance
Public Trust
Training
- Records Management Training
- Information Security and Privacy Awareness Training
- ServiceNow Training
- CompTIA A+ 220-1001: Common Devices (Training)
- CompTIA A+ 220-1001: Installing Hardware and Display Components (Training)
- Professional in Human Resources: Organizational Relations
- EPA Agile 101 Module 1-5: Introduction to Lean-Agile, Systems Thinking & Lean, Agile Frameworks, Scrum in 5 Minutes, Scrum Team Roles
Volunteer Experience
- Feed the Homeless Annual Food and Clothing Drive, 50 Massachusetts Ave NE, Washington, DC, 20002
- So Others May Eat Program for ECS-Federal, 71 O St NW, Washington, DC, 20001
Timeline
Program Support Analyst
GovCIO
06.2024 - Current
Conference Support Specialist - Lead
National Capitol Contracting, NCC
07.2023 - 06.2024
Conference and Event Coordinator
National Capital Contracting, NCC
08.2022 - 07.2023
Computer Refresh Project Coordinator
Saic - Science Applications International
05.2021 - 08.2022
Computer Refresh IT Coordinator
TEKSystems
01.2020 - 05.2021
AFBMT Graduate -
Air Force Basic Military Training
High School Degree -
Bowie High School
A.A - Computer Technology in Information Systems Management
University of Maryland Global Campus
Similar Profiles
Felix B. OtchereFelix B. Otchere
Program Manager at GovCIOProgram Manager at GovCIO
Garren CunninghamGarren Cunningham
System Administrator at GovCioSystem Administrator at GovCio
Blake MitchellBlake Mitchell
Information Systems Security Officer at GovCIOInformation Systems Security Officer at GovCIO