• Established customer engagement guidelines and procedures, fully capturing and supporting client requirements• Developed and implemented a collaborative working environment for fully remote team, removing barriers to communication and ensuring access to critical tools and up-to-date information• Launched and oversaw a marketing strategy leading to $200,000 in increased revenue• Oversaw technical functions, capabilities, and production goals. Tracked and aligned team activities, ensuring efficient completion of project requirements• Point of contact for information technology management and issues. Selected and monitored tool set to minimize operational downtime• Provided quality control, ensuring finished products met client requirements and standards of excellence• Responded to events falling outside the scope of normal operations. Directed alternative and modified working procedures to allow employees to quickly resume activities with little to no downtime• Tracked future and ongoing projects to identify long-term organizational requirements. Created and put in place plans to fully staff teams, train personnel, and stock supplies in time to meet needs ahead of events and projects• Collected feedback from customers and analyzed outcomes to determine the effectiveness of processes. Championed a mindset of continuous improvement across the organization by highlighting ineffective activities and recommending improvements• Worked with subject matter experts to standardize workflows. Developed templates and automations to reduce duplication of effort, cut errors, and unify style and practices across the organization• Built a database to track and manage projects valued at $550,000. The consolidation of project information and activities into a single tool resulted in reduced improved communication and awareness of tasks and milestone statuses, as well as improved client satisfaction

• Maintained accurate personnel records for 150+ employees. Verified compliance with federal law, local policies, and training requirements with zero discrepancies.• Developed, implemented, and monitored comprehensive employee onboarding procedures. Created standard operating procedures including coordination information for clearances, as well as file system and database accesses. Cut full-scope onboarding time from two weeks to one.• Conducted new-hire orientations, introducing employee’s to workplace environment, local resources and benefits, and corporate processes.• Created and executed work-from-hope policy utilized by a 20-member team in response to a public health emergency. Established rotating shifts of in-person staff and procedures for remote workers with zero loss of productivity.• Maintained staffing levels by tracking projected vacancies, initiating recruitment efforts, and screening candidates ahead of employee turnover. Coordinated with higher levels of management to advocate for adequate manning levels.• Reviewed timesheets, verifying accuracy and correspondence with local policies, and state and federal laws.• Determined personnel levels, set goals, and focused efforts. Mentored 20+ team members, evaluated performance, and guided to improved production.• Rewrote 15 standard operating procedure documents. Reviewed 100 pages of material for accuracy and relevance to branch activities. Removed duplicate information, updated procedures to account for current tasks and mandates, and overhauled formatting.• Collaborated with fellow subject-matter-experts to author a comprehensive 150-page training curriculum. Detailed latest workflows and mission essential data. Ensured continuity of knowledge and best practices, while halving training time from three months to 6 weeks.• Organized annual, $200,000 conference, facilitating coordination among 50 national and international organizations

• Established a new 24-hour work center in response to evolving national security requirements. Determined processes and requirements. Onboarded and trained initial cadre of 20 analysts.• Identified and aggregated perishable data under stringent timelines. Coordinated thousands of real-time notices and reports for immediate delivery to global customers. Partnered with and directed remote sites to address time-sensitive objectives.• Compiled operations data and delivered briefings on activities to organizational leaders. Summarized events for integration into high-level, federal government reporting.• Oversaw a 30-member translation team. Reviewed and verified translated documents for accuracy and quality. Constructed document databases to streamline search and retrieval.• Supervised deployment of a new project-tracking tool. Imported archived documents and data to maintain continuity of knowledge. Verified that the software capabilities met requirements for timeliness and accuracy.

• Consulted with subject-matter experts to identify critical knowledge and skills. Created working aids and on-the-job training materials. Evaluated the effectiveness of training activities in order to develop new approaches.• Translated highly-technical foreign language documents, identified key data, and interpreted results for organizational leaders and federal government policy makers.• Analyzed and evaluated over 50,000 pieces of raw data, and contributed to thousands of reports on issues impacting national security.• Monitored systems and processes to measure the impact of team performance on global operations.

Operated receivers, recording equipment, computer systems, and communications related equipment ensuring mission success.• Translated foreign language materials into English and issued reports to global consumers• Updated and maintained technical documents, logs, and records; ensured applicability and accuracy• Reviewed, updated, and compiled data for operational use, trend reporting, and analysis with zero errors• Coordinated security clearances and procured supplies/materials to maximize training opportunities