Andrea Cowan is seeking a position that allows her to strategically combine strong skills, prioritization, and collaboration to meet or exceed expectations. She has over 10 years of experience in customer support roles across various industries, including as an Incident Manager, Problem Manager, and Customer Support Analyst. Cowan has extensive knowledge of applications such as MS Office, FPPS, QuickTime, and Remedy. She holds an MBA and Bachelor's degree from the University of Phoenix.

1. AANDREANDREA CCOWANOWAN
2513 Candle Ridge Dr.
Frederick MD 21702
accowan11@gmail.com
303.720.8382
Active Security Clearance – NACI
OOBJECTIVESBJECTIVES
• Strategically combine veracity, sharp prioritization skills, and a collaborative work approach toward
consistently meeting or exceeding employer and/or client expectations.
• Extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.
AAPPLICATIONSPPLICATIONS / P/ PROGRAMROGRAM USAGEUSAGE/K/KNOWLEDGENOWLEDGE BBASEASE
FPPS MS Office Suite PAS - Pay Audit System Bomgar Console
Quick Time Time and Attendance Manual POD – Debt Module IMARS
Lotus Notes Payroll Manual W2 – W2A Crystal Reports
Remedy Genesys Phone System Front End
Active Directory Citrix Access Deltek
Blue Zone Network Mapping Drives Bison Connect
WebFPPS WebTA Bomgar Console
PPROFESSIONALROFESSIONAL EEXPERIENCEXPERIENCE
NuAxis, 2015 to Present
Incident Manager / Problem Manager / Department of Labor / Enterprise Service Desk
• Analyze incidents to identify service restoration actions to be taken.
• Track Open and Aged Incidents daily and identify trends.
• Managing Customer Survey Process.
• Assist with incident classification and prioritization.
• Compile report on reporting Outages that occur monthly.
• Assist Coaches and Team Leads to identify the impact of incidents.
• Take incident resolution actions to restore service to customers.
• Monitor Incident details, report to Principle PM and Federal Management.
• Perform Incident Investigation and diagnosis.
• Escalate the process as necessary using established escalation policies.
• Monitor the effectiveness of various teams within Enterprise Services Desk and make recommendation for
improvement.
• Review and audit incident management processes across multiple support tiers.
• Monitor and administer Remedy Incident Management ticket assignments. Changing assignments as
appropriate and requesting status updates.
NuAxis, 2011 to October 2015
Customer Support Analyst / Interior Business Center/ U.S. Department of the Interior /Office of the Chief
Information Officer
• Primary trainer for QuickTime, TMS and Payroll at Reston location.
• Federal Personnel Payroll System.

2. • Develop Standard Operating Procedures and Training Material.
• Assist customers across lines of businesses that include (Payroll, IT, Quick Time, TMS, AMD)
• Provide Payroll Assistance to over 100 Government Agencies.
• Use FPPS and Front End daily on Personnel / Payroll issues.
• Advise users with questions regarding Leave and Earning Statements.
• Provide users with information regarding current Direct Deposit or Allotments and when needed provide
information on how to set up.
• Assist with Quick Time / Time and attendance questions. Assisting Employees, Time Keepers and Certifiers
• Advise users on how to code their Time and Attendance with Alternate Work Schedule that is set for them.
Verify FPPS and Quick Time on Employee Profile and if incorrect direct user to Local HR to have profile
corrected in FPPS and if they do not match then direct user to Local HR to have profile corrected in FPPS.
Career Connections / IBM Help Desk, 2011
Customer Support Representative I / Forest Service Help Desk / IIA Help Desk / Control Desk
.
• Train other Agents on Applications
• Problem determination and basic troubleshooting.
• Remote into customer’s computers to work issues.
• Receive incoming calls from customers; document the call/incident via a tracking system
E-Markets, 2010
Technical Support Analyst
• Researched and diagnosed issues with software application. When clients would e-mail or call in with
issues. Spearheaded – communication with Dow Plot Agro Science’s while application was being re-built for
them to their specifications.
Catalyst Repository Systems, 2008 to 2009
Tier II Technical Support Analyst
• Spearheaded full-scope technical support while establishing, nurturing and maintaining exemplary customer
relationships. Leveraged polished troubleshooting capabilities to facilitate and ensure swift issue resolution.
• Provided daily phone and email support to Project Managers and Lawyers daily.
• Pro-active in assisting Team lead help other Technical Support Analysts with issues they received from
clients.
PRIOR BACKGROUND:
Software Support Representative, Mortgage Cadence, 2007-2008
Tier I and II Technical Support, Various Companies, 2007
Help Desk / Relationship Manager, Affiliated Computer Services (ACS) TripPak Services, 2005 to 2007
Loan Officer, Pulte Mortgage, 2004 to 2005
IT Contractor, self-employed, 2003 to 2004
Sales Associate, Hewlett-Packard, 1999 to 2002
EEDUCATIONDUCATION

3. Master of Business Administration, University of Phoenix, Lone Tree CO, 2006 GPA 3.21
Bachelor of Science in E-Business, University of Phoenix, Lone Tree CO, 2003 GPA 3.71