Consular services in China

A100, Mandarin, and ConGen

• Manage 13-member team in proof of concept, testing, and piloting of a cloud based SaaS ITIL and customer service system, ServiceNow. In 3 months, from kick-off to production, worked with support services leaders, customers, and service providers to capture over 1,000 business requirements and work flows in IT, HR, Finance, and Operation to support 100,000+ users in 286 locations worldwide. After 1st month of deployment, the Embassy increased traceable service requests by 250% while maintaining a high customer satisfaction level. Continue to manage and lead monthly software releases using Agile methodology delivering new services and shape the Department’s portfolio roadmap.• Developed the Department’s quality program to resolve resource constraints, operational dependencies, process bottlenecks, and scheduling conflicts. Program led to a 31% increase in staff utilization and productivity while maintaining current staffing levels. Rolled out an online training program and traveled extensively to train local staff on changes and improvements. Also, provided effective monthly communications and briefings to senior leadership and all stakeholders on progress through regular Steering Committees and program reviews. • Re-designed/implemented SharePoint site, libraries, and structure which became a Department best in class. Trained 100% of office staff from Staff Assistants to Directors on standard features of SharePoint as well as customized features, best practices, and new internal processes. As part of the new SharePoint site, developed a knowledge management strategy, which included a document management naming convention and system that the Managing Director is promulgating with her counterparts and is quickly becoming a State Department standard.• Moderated 25 staff in the writing of a successful office strategic plan, mission and vision statements using tools such as balanced scorecard, PICK chart, SWOT analysis, plus many other tools in the process.

• Provide 24/7 customer service support for over 700 U.S. Government personnel in Afghanistan and managed $30M supply logistics effort for all U.S. personnel across all bases in Afghanistan.• Administrator for Microsoft SharePoint site for entire Management office. To improve productivity and continuity of departing/incoming staff created and implemented a new knowledge management portfolio continuity system in SharePoint.

• Led four local Mauritian staff on all U.S. businesses and interests regarding economic, commercial, and labor with Mauritius and Seychelles governments through developing, planning, and implementing trade promotion activities, which provided $1.3M in potential revenue for U.S. Companies.

• Led and successfully implemented ISO 9000:2001 and TL9000 certification; first African company to achieve certification. As part of certification, created internal Quality Auditor program, identified developed optimized and documented over 150 different processes across 13 departments, improved customer satisfaction by 23% in the first six month, and reduced company operating expenses by 15% through staff reduction, smarter equipment purchases, optimizing and automating procedures, and vendor contract negotiations.• Created from the ground up, a dedicated IT/MIS department consisting of four local Nigerian staff with measurable SLAs Metrics supporting entire company of 150 employees. In the first 12 months achieved 85% SLA ticket closure rate.• Developed and introduced a new internal SharePoint site; responsible for the project’s budget, development, introduction, change management, roll out, training, and support.• Led companywide redesign of office space through new floor plan, furniture purchase, and construction. Increased usable working area by over 40% while improving staff morale and performance.

• Led investigation and implementation of a SAP Customer Relationship Management (CRM) system that improved company’s customer satisfaction by 10% and reduced customer service costs by 5%.• Managed team of 13 consultants on $24M proposal for changing business processes and enterprise application systems. This included coordinating a team capturing over 2,000 requirements from 1,500 employees that included the delivery of the company’s first mobility solution.• Stood up new office consisting with representatives from 11 different groups, which reduced spending by $900K in one quarter through consolidating and eliminating non-essential projects while improving engineering resources utilization by 13%.

• Managed diagnostic improvement program with an annual budget of $2M that generated over $16M in revenue through service contracts and cost saving initiatives.• Coordinated activities of matrixed team of over 25 staff spanning 9 different divisions in developing a business plan, market validation, ROI, and cost savings analysis. Included motivating divisions to develop and release new features, which improved service engineers’ ability to troubleshoot and fix products, reducing customer cost of ownership by 20%.• Worked with 21 different teams’ varying strengths, weaknesses, and cultures to successfully drive adoption of industry quality standards that helped the company meet ISO 9000:2001 standards. • Performed benchmarking study of competitors on best/worst known methods regarding implementation of service strategies.

• Led a team of 10 software engineers in development, testing, and integration of new feature requirements and software for the company’s cutting edge technologies. Included system documentation and also training engineers and customers on new features released to support customer demands, which improved customer satisfaction score up by 15% in the first six months.• Member of Quarterly Award winning team, which secured a $42M business deal for company. • As a side duty, developed a disaster recovery program reducing downed product time from 4 days to 3 hours.

• Managed 30 engineers and contractors developing computer software for modeling, simulation, and analysis of computer networks of classified space applications.• Accountable for strategic planning and execution of branch’s $4.3M annual budget and as part of management function, saved $1M in development and testing costs for several products by eliminating redundancy and duplication of efforts.• Developed and published the master strategic plan of a $2.2 billion classified space system, which included implementation and resource plan to assess next generation software architecture for $400M classified systems.• Developed, installed, and managed office network domain for over 100 workstations.• Directed, tested, and implemented computer security measures for the F-22 fighter program.

• Led company with in-house sales for three consecutive months.• Installed and managed communication system allowing for quicker response to customer.

• Part-time job to pay for college.• Manager relied on me to fill any position when someone didn't show up.• Won more employee of the month awards than any other employee.