Andrea Hicks

818 Nalley Road | Landover, Maryland 20785

240-882-8389 | HicksAndrea1@gmail.com

CENSUS

Citizenship:
 US Citizen

Security Clearance:
 Secret, Granted April 2009
 Public Trust, Granted July 2008

PROFESSIONAL FOOTPRINT
Demonstrated professional, excellent in project planning, scheduling, monitoring, supervision and execution of projects
without incidences of time overruns. Successfully integrate solid management, team leadership and expertise in pursuit of
bottom-line goals and objectives, using key competencies of different tools and skillsets relative to the career and profession.
Core strengths in project implementation and stabilization, preparation of training modules and process documentation.
Proven expertise in assessing training needs to maintain up-to-date skill-levels. Meticulous planning, and presentation skills
encompassing exceptional communication, administrative and motivational skills, with the ability to work individually or
within a team.

CAREER SUMMARY

The Mil Corporation at US Department of State January 2012 – January 2019

Team Manager and Lead Information Systems Security Administrator
 Lead Information Systems Security Administrator, for the Department of State’s systems access administration and
Identity Management procedures. Maintain safe and healthy environments for the Department’s 10,000+
users’ multi-system user accounts which spans the financial, reporting and travel systems; ensuring that all
accounts and systems are secure.
 Enforce access controls for account management, access administration (provisioning, de-provisioning),
access enforcements (authentication protocols / internal controls) and access governance (certification,
logging and monitoring, etc.) in compliance with regulations and policies. Establish account and system
security using role and workflow methodology. Apply security protocols including single sign-on (SSO) and
two factor authentication (2FA) in the financial, reporting and travel applications.
 First point of contact for all access requests and related inquiries.
 Through mitigation and risk acceptance, ensure System Assurance by conducting regular analyses and reporting on
Separations of Duties (SOD); Financial System Application Access reviews; Audit and Compliance requirements;
Elevated Privileged user management and Annual Financial System Account Access Verification. Timely report
issues to management to proactively approach problem solving.
 Principal System Administrator in systems and application planning, decision making and implementation of
Access Control, and Security initiatives; collaborate with key stake holders within and between DoS Offices
and Bureaus, as a key contributor for the A&A - Artifacts Review and Analysis for IBIS Development and
Information System Contingency and Incident Response Plans, in accordance with NIST 800-34 and 800-53;
and the submission of the Notification of Change (NOC) and Authority to Operate (ATO) documentation.
Track project findings via Plan of Action and Milestones (POA&M).

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 Principal System Administrator on the Budget System Modernization (BSM) Integrated Budget Intelligence
System (IBIS) FinPlan and Global Financial Management System (GFMS) Project Cost Accounting System
(PCAS) Projects for access management and training.
 Provide guidance and direction, overseeing the Annual GFMS Account Verifications. Serve as the Security Liaison
with the DoS Administration Bureau, in all of the mechanical processes of the GFMS Verification configuration;
which included testing web services, the eform and Workflow, and the Dashboard; as well as loading Bureau
Coordinator profiles. Prepare and update regularly, the Bureau Coordinator Contacts List that is critical for direct
communications between the DoS Bureau’s and the GFMS Security Team during the annual financial account
verification seasons.
 Key designer of the new myData Access Request Form on the ServiceNow platform.
 Represent the interests of the agency in the procurement, installation, implementation, maintenance and training of
any related financial systems, system changes and system upgrades.
 Conduct daily, weekly, and monthly audit reviews of access management and data collection, evaluating security
and business processes, to ensure all financial systems are secure. Identify and resolve system problems that may
adversely affect financial transaction processing.
 In conjunction with the annual Internal and External audits, perform in-house audits to assure compliance
with security policies and standards; and recommend enhancements in such areas as data access, personnel
changes and confidentiality. Assist in the preparation of required data for the annual financial audit.
Prepare staff through Audit Readiness presentations. Provide and verify PBC submissions to external
auditors.
 Provide justification responses to Logging and Monitoring (L&M) Security findings.
 Quality Representative (QR) for ISSO 9001:2008 and 2015 Certifications; review and train staff on preparing
ISSO Certified Quality Work Instructions (QWI). Prepare staff for annual ISSO Audits through trainings
and presentations.
 Editor of Financial Systems User Guides – create and maintain Information System Security documentation for
System Account Management, Security Controls Matrices, Year-End Closing Processing and Instructions, System
User Guides (myData, IBIS, PCAS), Account Verification Instruction and Guide, Security Configuration Guide
(User Guide to Security), and the Helpdesk Customer Service Satisfaction Survey.
 Developed and update annually, the GFMS Account Verification Instruction Guide for Account Holders, Bureau
Coordinators and Supervisors. This guide successfully navigates users and authorizing officials through the full life
cycle of the account verification process.
 Prepare annual financial account verification documentation and announcements which are forwarded to groups of
2000+ Account Holders, Bureau Coordinators and Supervisors, advising of key-dates and timelines.
 Prioritize multiple competing projects; representing the interests of the agency in the procurement, installation,
implementation, maintenance and training of any related financial systems, system changes and system upgrades.
Provide oversight and updates to management on new implementation, training and system(s) upgrade projects.
 Maintain superior professional relationships with IS Senior Officials, DoS Bureaus, System Owners and Business
Owners.
 Deliver information in-person and via e-communication to bureau personnel on GFSS Security operations to include
business process updates, functionality trends, FYIs and/or upcoming activities. Present information in professional,
well-written, oral and presentational formats, maintaining very close attention to detail. Audiences include the
monthly GFSS Users Group meetings and external meetings with internal and external partners and staff meetings.
 Develop training and continuing education materials for support staff. Train new, junior and lesser experienced
Security Analysts.

E2 Travel Manager
 As the E2 Travel Operations Team Manager, supported the U.S. Department of State’s Employees and
Partners with their CONUS, OCONUS and White House travel and financial operations, providing high-level
assistance in all areas of the E2 Travel Solutions and Momentum Global Financial Management Systems
(GFMS) systems.
 Managed the day-to-day operations of the travel specialists team, providing assistance and support on
account and application access; issuing and removing secured access to all bureaus within the Department of
State’s domestic and international employees and partners. Personally, arranged travel for high-level
executives and officials, and process travel reimbursements.

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 Using established business rules/processes, defined how permissions were disbursed and governed in
compliance with the DoS security policies. Served as the first level escalation point for VIP and non-executive
customers needing high level attention and resolution. Ensured that the travel team consistently provided
White Glove service. Built strong working relationships with the Department’s Travel Management
Company (TMC) and internal business units.
 Assisted travelers, OMS’, senior management and management with general access and account maintenance,
essentially verifying login credentials, updating passwords, updating users’ E2 and GetThere Profile information,
applying approval routing chains, modifying routing templates and internal DoS Bureau-specific account settings.
 Provided guidance on preparing travel orders and vouchers in accordance with the Federal Travel Regulations (FTR,
JFTR, DoS FAM and DoS FAH), GSA City Pairs and the DoS’ specific travel policies.
 Educated and assisted travelers and travel arrangers on the Federal Travel Procedures related to
reservations for air, hotel and vehicle; provided additional explanation on how the travel system interfaces
with the financial system to obligate and dispensed reimbursement of travel expenses.
 Developed, analyzed and recommended key internal metrics for travel management practices, trends and results.
 Conducted weekly interface reporting on the DoS’ travel and financial systems, to track expenditures,
perform audits and compile interface data analyses of travel obligations, travel advances, travel vouchers,
rejected and unprocessed travel documents, reconciling the total spending between the Momentum and E2
Travel Solutions systems. Resolved rejected E2 documents that did not properly interface with the financial
system and resubmitted for processing. Provided data/reports to management, verbally and in a statistical
report. Collaborated with the E2’s Tier 3 and Dev Teams to resolve complex system functionality issues and
outages.
 Completed A-123 audit requests on varying aspects of the DoS’ travel operations, to include travel order and
vouchers financial data and the design processes. Composed Quality Work Instructions (QWIs) on how to correct,
review and analyze, and process travel authorizations, advances and vouchers. Wrote and maintained technical
procedures and documentation for the E2 application including operations, business processes and user guides.
 Performed document and system testing for new software releases, software updates, performance and
functionality concerns and document resolutions. Key contributor in regular meetings with the DAA (Domestic
Allotment Accounting) and CAA (Central Allotment Accounting) Teams in Charleston, SC, discussed issues that
impacted the Department’s budget and document processes, that resulted in negative impacts to the bottom line
and/or created a negative impact on production and disbursements.
 Performed analysis on business discord and business processes, to determine the trouble source and develop
alternatives and options for resolve. Provided recommendations of alternatives and ensured compliance with
Government policy. Worked with business owners, customers and developers to gather requirements, document
business rules and coordinate implementation of upgrades and new functionality rollouts.
 Identified and developed intra-office policies, instructions, processes and procedures that address all aspects of
business-related travel, from the initial request through its completion, ensuring their compliance with Department
and/or specialized requirements. Kept abreast of any changes in the requirements for official travel from outside the
Office, proactively initiating changes in policies, instructions, processes and procedures. Developed and
maintained relevant travel documentation on Disaster Recovery, Country Clearances, Visas, Danger Pay,
Unrest and general operations. Maintained system documentation and protocols to ensure that additions and
modifications are thoroughly documented. Reviewed operating documentation on a bi-yearly basis to ensure
accuracy and completeness.
 Provided advice, guidance and direction to carry out access control procedures, ensuring schedule attainment of
projects. Resolved Tier 1, Tier 2 and escalation issues in accordance with the company's travel policies.
 Arranged and conducted periodic training sessions on the Department’s policies, business processes and procedures
for travel operations; topics included the approval of official travel authorizations, post travel actions that should be
completed upon return to the traveler’s primary work site and the time limit to initiate the submission of the travel
voucher.
 Hosted a monthly Travel Users Group meeting, to enlighten and keep the DoS Travel Community abreast of
current events, policy changes, vendor awards and the day-to-day operations on how to successfully remain
in compliance across the board in all areas of Government Travel Operations in accordance with the Federal
Travel Regulations (FTR, JFTR, DoS FAM and DoS FAH.)
 Trained and cross-trained new and junior staff on the E2 Travel Team’s daily operations and tasks to
enhance their knowledge and strengthen their areas of expertise. Capitalized on coaching opportunities to
educate clients and staff in the areas of Government travel operations.

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Andrea Hicks
240-882-8389 | HicksAndrea1@gmail.com

Senior Business Analyst

 In the capacity of GFSS Helpdesk Analyst (Global Financial Systems Support), provide senior-level financial
support on the Department’s transactions, spanning billions of dollars, in accordance with the Department of
States’ Standard Operating Procedures (SOPs) in the following areas, within Momentum: (1) obligating/de-
obligating, accruing, costing and paying legally incurred and properly documented expenditures of funds
and/or appropriations; (2) monitoring and reconciling accounts, ledgers and reports; (3) preparing financial
reports, reviewing and interpreting reports for end users; (4) review a variety of data entries to transactions
and provide interpretations and guidance on how to perform adjustments or corrections of daily activities
including transfers, accruals, obligations and payments; and (5) year-end closing/reconciliation.
 Work closely with users to aid in solving a wide range of issues. These issues include account access complications;
resolving travel and financial system document rejects, explaining the budget structure, explaining error messages
and the root cause, and any other special research requested by users.
 Coordinate with users to run and schedule Data Warehouse reports that aid in the research of their issue. In doing
so, exuded proficiency in managing the life-cycle of a reported issue, in which tracked in the Case Management
System, a web-based application used to footprint incidents by pulling contact information from a database, gating
details pertaining to a client’s issue, and maintaining documented communication.
 Identify and analyze travel and financial system falsities, diverse in nature, distinguishing between relevant and
irrelevant information to make logical decisions; works with customers, escalation teams and the vendors to define
and modify current procedures, to solve complex problems and provide stable solutions to individual and regional
problems. Communicate resolution information verbally and in written narrative form, to convey findings and
recommendations, documenting the details of an issue and troubleshooting steps taken in order to escalate the issue
or document the identification and resolution, using the Case Remedy ticketing system to track and route problems
and requests, and document solutions.

SRA International May 2010 - January 2012

GovTrip Travel Administrator
 Responsible for providing Domestic and International end-to-end GovTrip assistance, under the Information
Systems and Technology Service (ISTS) to the U.S. Government Accountability Office (U.S. GAO), engaged
with end users via lab sessions, telephone, voicemail and email about the supported software, ranging from
account access and creation, "how to" questions, to password and service performance issues, in accordance
with established SLAs.
 Utilized all facets of the GovTrip System including the Online Booking Engine and document processing for Travel
Authorizations, Vouchers and Local Travel Vouchers. Liaised for travelers, by assisting in the reservation process
with GAO's official travel agent. Personally arrange travel for high-level executives and officials, and process travel
reimbursements.
 Conducted the review of all impending mission-related travel, to ensure that the itinerary proposed by the traveler
reflects the most advantageous route and economical fare to the U.S. Government (USG). When necessary as a
result of research, recommended an alternative itinerary that would reduce cost and/or the amount of time for the
traveler to reach his/her destination. Reviewed and processed the official travel orders, ensuring the correct fund
citation and authorization by the appropriate supervisory or management official(s).
 Examined and authenticated for payment (or returned for revision when necessary) on behalf of the
travelers, vouchers submitted for business expenses incurred during official, previously approved travel. The
review pertained to such items as: receipts, exchange rates, rental car, lodging, M&IE and other claims of a
miscellaneous nature and threshold limits.
 Educated and assisted travelers on the Federal Travel Procedures related to reservations for air, hotel and
vehicle; provided additional explanation on how the travel system interfaces with the financial system to
obligate and dispensed reimbursement of travel expenses.
 Collaborated with the GovTrip Technical Team to resolve complex application functionality issues.
 Additionally, managed Helpdesk trouble tickets, following set policies, procedures and SOPs when assisting clients,
to ensure proper handling of requests.
 Responded to tickets, troubleshooting and escalating tickets as necessary to the proper groups.
 Each ticket included detailed troubleshooting documentation that explains the problem, the work performed on the
problem and the resolution to the problem.

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Andrea Hicks
240-882-8389 | HicksAndrea1@gmail.com

Daston Corporation July 2008 - May 2010

Senior Helpdesk Analyst
 Provided application and technical assistance under the Office of the Chief Financial Officer (OCFO) to
General Services Administration and Office of Personnel Management employees, engaging with the end
users via telephone, voicemail and email about the OCFO’s supported software and computing platforms,
ranging from account "how to" questions, access requests, password and service performance issues, in
accordance with established SLAs.
 Provided end-to-end support for Agency Travelers in the areas of international and domestic travel using E2 Travel
Solutions, as the primary means of making travel arrangements.
 Utilized all components of the E2 System including the Online Booking Engine and document processing for Travel
Authorizations, Vouchers and Local Travel and Miscellaneous Claims. Educated travelers on the Federal Travel
Policies related to reservations for air, hotel and vehicle.
 Collaborated with E2’s Dev Team to resolve complex application functionality issues. Using Momentum’s
Pegasys financial system, provided daily accounting expertise and analysis in accordance with the OCFO and
agency financial requirements for the following functions: (1) obligating/de-obligating, accruing, costing and
paying legally incurred and properly documented expenditures of funds and/or appropriations; (2)
monitoring, maintaining, and reconciling accounts, ledgers, and reports; (3) preparing financial reports,
reviewing and interpreting reports for end users; (4) review a variety of data entries to transactions and
provide interpretations and guidance on how to perform adjustments or corrections of daily activities
including transfers, accruals, obligations and payments; and (5) year-end closing/reconciliation.
 Additionally, identified and analyzed problems of diverse subject matters, distinguishing between relevant and
irrelevant information to make logical decisions; providing solutions to individual and regional problems.
 Effectively communicated resolution information verbally and in written narrative form, to convey findings and
recommendations, documenting the details of an issue and troubleshooting steps taken in order to escalate the issue
or document the identification and resolution, using a ticketing system to track and route problems and requests, and
document solutions.
 Worked with Tiers II/III to restore access and/or identify and correct core incidents and issues with the E2 Travel
Solutions, Pegasys Financial System, Business Objects, NEAR/NEAR Online, PilotWorks, FedDesk and FMIS
applications. Lastly, escalated issues that required urgent attention.

Competencies:
Accounting: Momentum Financial Systems (GFMS, Pegasys), Data Warehouse,
Lawson, PeopleSoft, SAP, Salesforce.com, Cognos, Deltek, ERP
Financials, Project Cost Accounting System, IBIS, IPP

Software: E2 Travel Solutions, GovTrip, Fed Travel, FedRooms, Travel Manager,

Momentum Financial Systems, XE, Oanda, Exchange, MS Office
Suite, McAfee, Norton, Acrobat, Remedy, Active Directory, ERP
Financials, Cornerstone-SAP, Cognos, Salesforce.com, PeopleSoft,
Citrix, Calyx Point, SecureCRT, Plus, AMS, Potter, ITSM
Hardware: Laptops, Workstations, Modems, Memory, Printers, Scanners, Cisco
Routers, Hubs

Environments, Tools & Programming Languages: Business Objects, Citrix, FoxPro, MS Outlook, Paradox, Remedy,
CASE Remedy, UNIX, NetCool, ITSM, RADAR, LDAP

Networks, Protocols & Operating Systems: Windows 9x, ME, NT, XP Professional, XP Media Center, Windows
2000/2003, Linux RedHat, Unix, Windows 2007; LAN/WAN, TCP/IP,
WINS, DNS, DHCP, TELNET, VPN, FTP, Ethernet

Specific Skills: Interacting with customers and clients; mathematics and numeric
analysis; collecting and organizing information; problem solving

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Andrea Hicks
240-882-8389 | HicksAndrea1@gmail.com

Training and Certifications:

DRA Software Training Institute December 2000
A+ Certificate

AOL University April 2001 - July 2004

Certificates, MS FrontPage, Photoshop, HTML, Excel, Managing Difficult Conversations

State of Maryland November 2006

Licensed Loan Originator

Department of State January 2012 - Present

SQL Training
Data Warehouse
InfoSpace Data Warehouse
Momentum GFMS
SAP Business Objects Central Management Console
Integrated Budget Intelligence System (IBIS)
Project Cost Accounting System (PCAS)
Invoice Processing Platform (IPP)

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