Dana Watts Email & Phone Number

Missoula, Montana, United States

Supervisory IT Manager

Missoula, Montana, United States

Missoula, Montana, United States

Supervisory IT Manager

Missoula, Montana Area

Two year detail to GSA Technology Transformation Service, assigned to the Office of American Innovation (OAI) USDA Contact Center CoE effort.

Missoula, Montana Area

Managing all programmatic aspects of the Chief Information Office Customer Service and Support (CSS)directorate, including fulfilling the following roles; 1) CIO CSS Program Manager, 2) Forest Service Provided Shared Service (FSPSS) Investment Project Manager, and, 3) USDA Information Technology Service Desk Support (ITSDS) IDIQ Contract Program Manager.FAC P/PM III Certified, Experienced Supervisory Program Leader with 27+ years of Forest Service experience gained at the District, Forest, Regional, National and USDA levels. Understands the culture of the agency and supports the mission. Passionate about process improvement, problem solving and delivering high value solutions.

Branch Chief of the Information Technology Service Desk and Service Support CenterKey Highlights:• Supervise 13 Person Matrixed Team; Knowledge Management Coordinators, Customer Care Advocates, Systems Analysts and Quality Assurance Evaluators• Program Manager Forest Service Provided Shared Services (FSPSS) major investment • Program Manager for the Information Technology Service Desk Support (ITSDS) IDIQ PWS Contract • Task Order Manager for the Forest Service PWS Contract • Process Improvement Work Stream Lead for CIO Realignment Project (2011-2014)

Key Highlights:• Supervisor Quality Management Branch (up to 15 employees)• Helpdesk Operations Liaison Forest Service Customer Help Desk (CHD) Contract• Performance, Process Improvement Management (PPIM) Project Team Co-Lead for FS CIO Realignment Phase II and III • Transition Risk Manager, Customer Contact Center Transition Project • Process Workflow Project Manager, Customer Contact Center Transition Project

Key Highlights:• Managed matrixed team of fifteen (15) employees including the Training team, the Quality Management group, the Knowledge Management team and the Service Catalog lead• Second-Line supervisor • Developed annual business cases• Formulated annual budget• Responsible for development and coordination of all Information Solutions Organization (ISO) monthly performance deliverables, including Corrective Action Plans. • Performed External Service Level Attainment functions; Validating End User Support Center (EUSC) contract Service Levels each month; prepared SLA relief responses for the Contracting Officer.

Key Highlights:• External Service Level Attainment Manager• Liaison for End User Support Center contracto Served as Project Manager for multiple process improvement projects• Provided Project Management support to Quality Management team to develop Information Solutions Organization’s internal performance measures • Co-Lead/Project Manager of Situation Emergency Team during new organization transition period• Performed 60 day detail as Assistance Director of the Service Level Attainment Branch, supervising 15 employees

Missoula, Montana Area

Key Highlights:• Customer Support Specialist – desk side end user support o Including support to Aerial Fire Depot, Northern Rockies Coordination Center and Northern Rockies Training center personnel• Developed documentation and training materials for end users and Forest and District Information Technology specialists• Trained and supervised students• Assisted in ordering and receiving equipment• Developed Project plans for distribution of equipment• 2004, Aided implementation of the Northern Region Aspiring Leader Program• Enjoyed detail opportunity at the IBM-Boulder Lotus Notes Helpdesk

Trout Creek, Montana

Key Highlights:• Customer Support Specialist – desk side end user support (50%)• Served as District Geospatial Information Systems Coordinator (50%)• Supervised two employees• Developed documentation and training materials for end users• Participated on Interdisciplinary project teams to provide maps and data• Supported fire as on-call dispatcher• Provided all large maps for Public comment for Beaver Creek Timber Sale• Served on Safety and Wellness committees

Western Montana

Key Highlights:• Advanced Trainee Forester: Assumed responsibilities of district Geographic Information specialist and coordinator. Proficient in writing basic ORACLE queries and converting spatial data to ESRI ArcInfo software. Other duties included desktop/printer support as well as fighting forest fires• Student Trainee Forester: Was accepted into the Co-Op program through the University Of Montana Forestry School. Worked and trained in all areas of the district program with an emphasis in Silviculture. Also performed duties as a fire fighter, Incident Commander and as Squad Boss on a variety of wildfire assignments. Participated in seasonal forest management activities including prescribed fire.• Clerk-Typist: Receptionist and clerical duties• Member of project team that Restored a historic Squaw Peak lookout near Noxon, MT• Project Manager - Single-handedly performed the White bark Pine study for the district• Became proficient with the Geospatial Information System, and filled necessary gap on the district

Bachelor Of Science (B.S.), Forest Management/Forest Resources Management

Fac P/Pm Level Iii Certification, Federal Program Management, Senior Level Certification

Executive Potential Program, Senior Executive Service

Forestry: Natural Resource Management, Forestry

Activities and Societies: Student Dean Selection Committee, Senior of the Year Award, Co-op Education