Oversees and ensures EHBs (HRSA Electronic Handbooks) escalations and internal user issues are addressed within 1 business day of report or sooner based on severity of issue. Analyze and report statistics and metrics from daily, weekly and monthly reports and offers suggestions for improvements, automation, and enhancements. Briefs the Branch Chief of these findings. Conducts regularly scheduled meetings with the contractor, stakeholders’, and internal HRSA staff to discuss improvements and/or capture issues. Ensures contractor support staff actively participates in EHBs User Acceptance Testing (UAT) to effectively enhance service to customers and minimize disruptions. Participates in daily issue-status meetings, weekly status, escalation, and calibration meetings with contract and federal staff. Participates in periodic process improvement and business review meetings. Perform ongoing Salesforce administration (create accounts / profiles, defining fields, updating layouts, etc.) and developmentHandle numerous projects/priorities using proven project management methodologies and sound development practices to ensure the quality delivery of enterprise solutions. Establish a high-performing Salesforce/CRM team and effectively manage systems-related projects and initiatives on time and within budget. Manage CRM team responsible for business analysis, development and system administration.Define, implement, and maintain development, configuration, and deployment standards and processes.Provide technical leadership and expertise in the CRM space across the organization. Evaluate internal processes and design solutions to improve operational efficiencies.

Serves as the IT Infrastructure Manager within the Division of eDiscovery and is integral to the management of division systems and technology, strategic planning and implementation of new technologies, and operational continuity. Serves as authority on division technological implementations, including design, support, planning, and development. Trains customers and other IT personnel as needed on system design, use, and interface with other systems. Serves as Project Manager on assigned initiatives and back up to program colleagues. Manages project tasks, including all activities associated with project management. Serves as COR on technological acquisitions, conducting market research, cost estimates, drafting supporting documentation. Works collaboratively with acquisitions and budget staff to execute contract awards in a timely fashion, minimizing variance. Oversees the operations and maintenance of Hyperconverged Infrastructure (HCI) to include Pivot3 and Nutanix. Manages an IT Portfolio of approximately $3 million worth of equipment and applications. Provides technical leadership/recommendations in the areas of Systems Administration, Storage Administration, server patch management, Network management and Database administration. Provides end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements. Observes and suggests ways to hold contractors and employees accountable for service delivery, quality, and costs. Manages service provider relationships delivering infrastructural services to the eDiscovery Program. Prepares RFIs, SOW’s, reviews bid proposals, contracts, scope of work, and other documentation for projects. Advises management on IT Technology modernization. Develops FAQ's, instruction manuals, standard operating procedure (SOP) and program policy.

Serves as Project Manager, Government Task Lead and Senior Technical Specialists to plan, develop, implement, and evaluate specific aspects of projects involving use of IT Systems. Gathers data to support budget requests, workload estimates, and performance waiver requests. Identifies programmatic needs, strategic benefits, implementation risks, process descriptions, and expected costs of new software applications. Manages projects to analyze procedures and make recommendations on implementation approaches. Review all materials and data for accuracy including content of structure, format, grammar, punctuation, and spelling. Coordinate, attend and present at meetings and seminars concerning policies, projects, and data related to assigned areas of responsibility. Oversee contractor activities as the government task lead related to the development, implementation of software applications and databases for the purpose of implementing Center/Agency public reporting initiatives. Oversee organizational contract development and management activities, and enforce organizational principles of integrity and compliance. Ensure that contracts and proposals are properly entered into organizational databases and securely maintained. Develop standards for contracts, including presentation of budget, payment terms, general language and provisions. Perform appropriate clinical, administrative and operational research to support proposal and contract development. Conduct contract strategy meetings to identify issues and client requirements, facilitate pricing discussions, and obtain senior management input on timelines and deliverables. Draft contractual provisions based on strategy discussions, senior management input, and organizational needs and expectations. Assure accuracy and appropriateness of contract text and attachments. Participates as a team leader or member of an evaluation panel for acquisition of IT products or services. Evaluates new software products or projects.

Serves as an information technology (IT) specialist providing technical and advisory assistance to support the information management needs of the Department Of Justice (DOJ) and the United States Attorney's Office (USAO). Performs a variety of tasks associated with the day-to-day operations and administration of IT systems within the Department Of Justice. These duties include a wide range of information technology support to meet the DOJ information needs using network hardware and software capabilities. Specifically, assignments encompass the following. Provides IT customer service and support in troubleshooting, recovering, and resolving recurring software/hardware problems. Provides user training and assistance on a variety of routine applications and specialized applications used by the office. Assists in the configuration, installation, and maintenance of networked systems using knowledge of network standards and protocols, and knowledge of the capabilities and applications of network equipment including hubs, routers, switches, bridges, servers, and related hardware. Properly maintains and controls assigned telecommunications systems using knowledge of transmission, broadcasting, switching, control and operation of telecommunications systems. Uses knowledge of systems security principles and methods to participate in testing and implementation of the district's information security program. Monitors compliance and maintains assigned information systems security procedures in accordance with internal, agency, and Federal information security regulations and policies. Performs assigned segments of the district's content management plan. Creates advanced scripts or code using expert knowledge of programming languages and tools. Evaluations code, responds to customer comments regarding broken links/files, and repairs errors. Carries out server maintenance functions using advanced Internet server maintenance techniques.

Defines application problem by conferring with clients; evaluating procedures and processes.Develops solution by preparing and evaluating alternative workflow solutions.Controls solution by establishing specifications; coordinating production with programmers.Validates results by testing programs.Ensures operation by training client personnel; providing support.Provides reference by writing documentation.Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.Accomplishes information systems and organization mission by completing related results as needed. Team Leader of the General Officers and Senior Executives support team, which provides support for senior leadership including The Secretary of Defense, Secretary of the Army and Chairman Joint Chief of Staff. Provides technical support on operational issues and supporting project/program issues related to Service Level Agreements (SLA) and has worked with other agencies such as the Executive office of the President, The State Department and the Central Intelligence Agency. Reviews forms and reports, and confers with management and users about format, distribution, and purpose, and to identify problems and improvements. Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Conducts education and training tasks for maintenance, operations, and support training; education services; curriculum development; and instructor activities. Develops, delivers, and evaluates Education and Training programs and oversees Education and Training activities. Develops objectives to meet Air Force academic, vocational, and technical standards. Determines most cost effective method to deliver Education and Training. Sequences objectives; selects instructional design, method, and media; and identifies resource needs. Creates materials to support objectives. Develops tests and standards to measure individual abilities. Evaluates Education and Training programs, recommends actions to correct deficiencies, and oversees evaluations and surveys. Conducts, validates, and revises programs and instruction. Coordinates user feedback with career field managers and Education and Training providers, and monitors corrective actions.

Leads, manages, supervises, and performs force protection duties, including use of deadly force to protect personnel and resources. Protects nuclear and conventional weapons systems and other resources. Performs air base defense functions contributing to the force protection mission. Controls and secures terrain inside and outside military installations. Defends personnel, equipment, and resources from hostile forces. Operates in various field environments, performs individual, and team patrol movements, both mounted and dismounted, tactical drills, battle procedures, convoys, military operations other than war, antiterrorism duties, and other special duties. Operates communications equipment, vehicles, intrusion detection equipment, crew-served weapons, and other special purpose equipment. Applies self-aid buddy care, life saving procedures, including cardiopulmonary resuscitation, as first responder to accident and disaster scenes.

Protect property and lives by patrolling the area. Monitor entrance of property through surveillance. Identify visitors and ask for appropriate documents .Guard against theft and maintain security. Respond to alarms and calls of distress. Stop suspicious people and ask for identification. Investigate thefts and file police reports. Call for aid if necessary.Use walkie-talkies, pagers, and cell phones to stay in contact with security personnel. Answer telephone calls to take messages, answer questions, and provide information during non-business hours or when switchboard is closed.Report rule infractions and violations.Issue tickets and citations. Apprehend criminals and evict violators. Prevent passage of prohibited articles into restricted areas. Check purses, pockets, and bags for suspicious items. Remove weapons and stow away for later retrieval. Inspect and adjust security systems, equipment, and machinery to ensure operational use and to detect evidence of tampering. Regulate and monitor building systems. Inspect windows and doors to ensure locks are in place and working.

Writing and editing technical documents, including user manuals, white papers, annual reports, presentations, tutorials, and Web content. Excel at working with subject-matter experts to gather information, identify relevant data and audiences, and write documents that are clear and user friendly. Thorough knowledge of MLA and APA Styles. Outstanding technical skills. Adept with formatting programs and content management systems. Superior communication, interview, and presentation abilities. Conferred with Section Editors, marketing analyst, subcontractors, and vendors to establish technical specifications and determine subject material to be developed for publication. Completed writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology.