Carol Rusta Email & Phone Number

Anchorage, Alaska, United States

For the National Technical Information Service (NTIS), DTA SSA program coordinates with Federal Program Manager and IT Project Manager the use of resources (equipment, workspace, and labor) to cover functions of DTA projects. Attends NTIS meetings and planning sessions with Federal Managers and clients. Interacts with JVPs daily via email, telephone and/or virtual calls. Tests and develops new rec spec templates with NTIS Program Managers, IT Project Manager, IT developers, clients and JVPs. Develops and documents operational procedures. Supports the NTIS Program Manager and the IT Project Manager with all administrative functions, documentation and record keeping (including but not limited to daily weekly and monthly reports). Manages the Team Leads responsible for remote access QC-support operations onsite, which include CD-handling (Microsoft Teams), file assignment, file check-in, opening and closing procedures, shipping, QC technician technical support, and remediation. Monitors team performance (which includes individual and group Error Ratings and volume of productivity) and reports to Federal Program Managers and IT Project Manager. Provides counseling and guidance to QC Specialist and Technicians in meeting and sustaining, at minimum, fully satisfactory standards of performance. Develop Performance Improvement Plans (PIPs) and recommend HR actions, as necessary. Create and administer annual performance reviews.Tracks and records all labor hours and submits reports necessary in the development of labor invoices. Provides projected hours to Federal Program Managers and COR as requested. Develops schedules and approves leave requests to ensure that adequate labor is available to always meet project requirements and deadlines. Ensures that contractor staff and resources are used effectively to complete assignments on-time and that all responsibilities and deliverables are fulfilled.

Elkridge, Maryland, United States

Supervise the receiving, fulfillment and storage of an inventory of over 2,200 types of parts valuing over 5.7 million dollars. Oversee the fulfilment of all production work orders. Create and close workorders. Serialize inventory. Quality check all receiving documents. Pull and quality check customer part orders. Work all tasks from receiving to shipping units as needed. Supervise the warehouse team members. Perform weekly cycle counts working with all departments to reconcile shortages.

Atlanta, Ga

For this 90 day temp assignment worked at the DOC’s, National Technical Information Service (NTIS), in support of the SSA Special Notice Option (SNO) project, and the DoED-Federal Student Aid (FSA) Alternate Formats, Production & Distribution project Inspected audio & data compact discs to determine quality of data and recordings and that those products meet existing standards and requirements outlined in the SNO Requirements document, and the DoED Requirements document.

Program management for NTIS in support of the Department of Education, EDPubs interagency agreement. Position on the Department of Education, EdPubs agreement continued from original start date of 1998 through four different government contracting companies, Aspen Systems, Lockheed Martin, SoftConcepts Inc then H2K Solutions Inc.

In support of NTIS, (DoC) on the Department of Education (DOEd) contract, responsibilities included project manager tasks and program management support to NTIS for the ED Pubs (DOEd) agreement. This included creating, managing and implementing business plans and working with all other departments. Worked to resolve problems to meet NTIS contractual requirements. Executed project tasks according to plan; meeting key milestone dates; and, communicating impact of all proposed changes to customers, NTIS, and DoEd. This included client relations and call center management, handling all issues escalated up from call center supervisor or CSRs. Supported material fulfillment & warehousing, order processing, shipping, receiving, inventory, and quality control. Interacted daily with the DOEd representatives to ensure all their requests were met. Coordinated all mass mailings, kit jobs, and email broadcasts between the client and the responsible parties at each NTIS warehouse. Managed inventory recycle-retire requests and resolved inventory /system related issues. Maintained both EDPubs and FSAPubs websites, offering suggestions to FSA and ED staff on updates Was responsible for the submission of the monthly, quarterly and QASP reports to (DOEd). Coordinated and helped the Education PM perform the QASP quarterly audits. Reviewed and helped troubleshoot monthly financial reports for submission to client. For SoftConcept Inc/H2K/Sienna was the PM for the NTIS facility. Managed 8 IT employees, monitored their work performance and meet regularly with their NTIS Task Leader to ensure they stayed in good standing.

Jessup, Maryland

Client Relations & Quality Control Manager (Nov 2004 – Nov 30, 2009))On Department of Education’s (ED) ED Pubs project supervised and handled all personnel tasks associated with the customer relations and quality assurance staff members. Oversaw and reported the Quality staff’s findings to the management team. Monitored and reported the Quality Assurance Surveillance Plan Results (QASP) to contract’s COR on a monthly and semi-annual basis. Accompanied the COR during the quarterly facility audit. Was responsible for the submission of the Weekly and Monthly activities reports. Interacted daily with the client department reps to ensure all their requests were met. Maintained FSAPubs.org, Federal Student Aid website. Worked with the operations team to solve process issues.Inventory/Quality Assurance Supervisor II (Jan 2000 – Nor 2004)Oversaw the management of receiving and storage of an inventory that consisted of approximately 2200 titles and 63 million publications. Managed the Bulk Publication Order System, (BPOS) area and maintained current information on the BPOS Web site. Fulfillment Supervisor (May 1998 – Dec 1999)For the ED Pubs project, co-supervised 38 employees. Oversaw the fulfillment and shipping processes to ensure that all customer requests were completed accurately and compliant with contract required turnaround guidelines. Fulfillment Supervisor (Sept 1995 – May 1998)For the FEMA Map Service Center, supervised 25 employees.Fulfillment Team Leader (Dec 1989 –Sept 1995)For Aspen’s Distribution Center, ensured that all customer requests were fulfilled accurately and on time, and guaranteed that all deadlines were promptly met for VIP and conference orders. Managed bulk mailing and monitored postal regulations. Communicated daily with key personnel in solving problems. Trained and supervised 25 order processors.Order Processor, Mail & Meter Specialist (Mar 1986 - Nov 1989)Picked, packed, metered and shipped customer orders.