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Angela R. Jones (ITIL®)Problem Manager/Operations Lead
TECHNICAL EXPERTISE
SolarWinds Network Performance Monitor BMC Remedy Action Request System Layer 7 Policy Manager TrackIt! Help Desk New Relic Software Analytics Microsoft Office Dynatrace Performance Management Google Applications Splunk Corel WordPerfect Chartbeat Publishing Adobe Acrobat CyberArk Scansoft Paperport Akamai Content Delivery Network service FileMaker Pro Qualtrics Insight Platform Crystal Reports
PROFESSIONAL HISTORY
CMS MSI ProjectOperations Lead and Problem Manager 2015 - PresentPragmatics, Columbia, MD
Supports the Center for Medicare and Medicaid Services (CMS) under the Marketplace System Integrator (MSI) project
Leads the Operations Team in maintaining overall command and control, initial triaging of event, incident management, categorization and prioritization, directing troubleshooting activities, and technical and executive escalations during/after Obamacare Open Enrollment 2015 for nearly 11.4 million consumers for the healthcare.gov website
Directs the operational activities of the team: incident identification, ticket generation, recording, classification, and investigation of Severity 1/2 issues affecting the Marketplace
Notifies system owners, stakeholders, and management according to the Service Level Agreement; tracks Severity 3/4 issues
Authorizes the restart of Marketplace system processes to help resolve production performance issues
Monitors the Federally Facilitated Exchange (FFE), Federally-Facilitated Marketplace (FFM), Enterprise Identity Management (EIDM) systems, Data Services Hub (DSH), computing resources within the Verizon (Terremark) environment, and other supporting systems
Assists with change management, configuration management, and change coordination Facilitates the problem management lifecycle; ensures adherence to the Problem Management Standard
Operating Procedures (SOP); assists with timely submission of Incident Reports, Root Cause Analysis Reports, and Root Cause Analysis Validations; prepares Incident Reports as needed; contributes to continual process improvement
Develops, coordinates, and delivers training/instruction on the Problem Management SOPs___________________________________________________________________________________________________________________Angela R. JonesProject Manager/Operations Lead 1 5/1/2023
Summary Highlights Regularly cited for “outstanding” performance Expert level understanding of Marketplace rules and
processes Makes well-reasoned decisions quickly
Works well in fast-paced, multi-system, multi-vendor, high-visibility, high pressure, deadline-oriented environments
Productive self-starter with proven ability to learn quickly and work independently
Adept at implementing innovative procedures to improve efficiency
Goal-oriented with the ability to complete complex projects from concept to fully operational stage
Performance-focused professional with exceptional organizational and problem-solving skills; attention to detail
Exceptional troubleshooting; can quickly identify issues and implement solutions
Angela Jones [email protected]
Conducts the Problem Management stakeholder meetings and Lessons Learned sessions Maintains the Problem Management Report including action items and metrics data Updates change-control information in the CMS system of record to support Release Management
Computer Information Services Specialist II (contractual) September 2014 to March 2015Department of Public Safety and Correctional Services, Baltimore, MD Central point of contact for 12,000 statewide users; created, assigned, tracked, and escalated tickets in Remedy
Incident Management software; verified user identity through DUVS (Domain User Verifying System) Provided customer problem resolution by troubleshooting, diagnosing, and resolving desktop, laptop, system,
and networking issues; coordinated with other support groups Installed and configured software; reset mainframe printers, terminals, controllers, and modems Resolved technical issues, implemented changes, and applied fixes and patches via Microsoft Remote Assistant
(MSRA) and Remote Desktop Managed mission critical systems and identified outages using Solarwinds Network Performance Monitor Used Active Directory to reset/change domain and VPN passwords; provided password management for
company-specific applications: CJIS (Criminal Justice Information System); METERS (Maryland Electronic Telecommunication Enforcement Resource System); MILES (Maryland Inter-Agency Law Enforcement System); NCIC (National Crime Information System); OBSCIS (Offender-Based State Corrections Information System); FMIS (Financial Management Information System); OCMS (Offender Case Management System); EPHR (Electronic Patient Health Record); and NLS (Network Live Scan)
Computer User Support Specialist II (contractual) February 2014 to June 2014Developmental Disabilities Administration, Laurel, MD Primary contact for 40 users in a Google Drive/Apps environment; supported users by troubleshooting,
diagnosing and resolving software, hardware, and network connectivity issues Identified the need to track statistical data for support requests; designed, developed, and implemented a
ticketing system with automated reporting that improved response time and decreased down time Installed, assembled, and configured desktops and laptops, peripherals such as monitors, printers, scanners and
related hardware; installed and configured software; imaged computers; configured LAN printers; provided training as needed; maintained inventory; setup audio visual equipment; pulled and rewired cables; changed backup tapes daily
Supervised and trained special populations temporary staff and oversaw daily productivity Responsible for the performance, integrity, development, and troubleshooting of the Access databases Researched client records and tracked services in the Provider Consumer Information System (PCIS2)
System Support Analyst March 2010 to January 2013American Postal Workers Union, Washington, DC Promoted from help desk operator-analyst and continued carrying those responsibilities in addition Provided desktop support to 100 users in a Windows environment by performing installations, repairs, upgrades,
expansions, equipment exchanges, and preventative maintenance of hardware/software; rewired cables Supported the network engineer; applied group policy when creating user accounts; reset/disabled passwords Configured direct-push devices (android/blackberry/IOS) enabling syncing of Outlook email, contacts, and
calendar Supported electronic filing system using Xerox Document Center, Scansoft Paperport, and Adobe Acrobat Trained users on software/hardware; prepared material for in-house training; arranged teleconference calls
Help Desk Operator-Analyst April 2002 to March 2010
___________________________________________________________________________________________________________________Angela R. JonesProject Manager/Operations Lead 2 5/1/2023
Angela Jones [email protected]
American Postal Workers Union, Washington, DC
Ms. Jones transferred into an administrative position to gain entry into the IT Department where she successfully configured and implemented the first Help Desk within the organization. She was promoted to lead the newly created Help Desk and administrate the Numara Track-It Incident Management software database.
Tested, updated, and maintained database modules; monitored functionality of software, server, and backup; developed format for report templates; compiled statistical data; prepared reports in Crystal Reports software
Managed phone and email requests for technical support from more than 100 end-users Provided desktop support for computers, monitors, printers, scanners, and storage peripherals in Novell and
Windows environments; performed troubleshooting of software and hardware failures; simulated or recreated user problems; coordinated resolutions; supported WordPerfect and Office products; set up training for users and staff
Logged, assigned, and tracked help desk requests; escalated requests according to service level agreements and ensured timely resolutions; answered inquiries; maintained acceptable levels of customer satisfaction
Utilized remote desktop software: LogMeIn123, GoToMyPC, and TeamViewer
EDUCATION
University of Maryland University College, Largo, MD December 2018Master of Science, Cybersecurity
Prince George’s Community College, Largo, MD March 2015 to July 2015Information Technology Education & Career Pathways (INsTEP) Program
Accelerated program that provided training in computer technology, networking, and cybersecurity with the goal of achieving CompTIA and TestOut Certifications. Classes met Monday-Friday, 8:30am-5:00pm. The program was implemented through a grant from the Department of Labor
James Madison University, Harrisonburg, VA December 2013Bachelor of Science, Communications
TECHNICAL CERTIFICATIONS
Axelos ITIL Foundationv3 (GR750235319AJ) April 2016 CompTIA Security+ ce (978YL5ZECLRQYPDY) June 2015 - June 2018 CompTIA Network+ ce (KM9GTYR3L3V4KB6B) June 2015 - June 2018 TestOut Network Pro (CV25N) May 2015 CompTIA A+ ce (45GWRCCEBDQE1XBK) May 2015 – June 2018
___________________________________________________________________________________________________________________Angela R. JonesProject Manager/Operations Lead 3 5/1/2023
