Eric Valdez Email & Phone Number

Springfield, Virginia, United States

A detailed position that monitors the quality of service operations and corrective actions taken. Utilizes the Quality Assurance Surveillance Plan (QASP) and its requirements in identifying potential underperforming performance levels, and reports performance data monthly on Service+ to provide visibility to all TCS team managers, CACI PM leadership and NGA Government stakeholders of operational status issues while optimizing transparency. • Provides regular performance assessment data and trend analysis to ensure metric transparency in support of TCS’s Continual Service Improvement (CSI) approach and management objectives.• Develops and maintains the Quality Control Plan for TCS• Acts as a process advisor to the project teams and leadership during process development activities and other strategic innovation planning.• Serves as a quality consultant and conducts regular quality reviews that ensure Team TCS is building in value that increases user satisfaction and service performance.• Evaluates performance metrics against the Acceptable Quality Levels (AQLs) and Performance Requirement Standards (PRS).• Works with all functional elements to incentivize process improvements into their service delivery processes. • Produces controls to identify performance shortfalls, develop remediation actions and ensure positive contractor performance in sustainment of the Performance Work Statement.

Fairfax, Va

Detailed position that provides project management support for CACI/Department of State (DOS) customer project requirements (external and internal). The sentry for Change Requests/Incident Management assuring process flow and task completion of projects within Diplomatic Telecommunications Services - Program Office (DTS-PO) in support of 300+ missions worldwide and domestic. • Develop and facilitate relationships with organizational partners and external stakeholders to provide the most effective service and support for the every-increasing challenge of customer requirements.• Dynamic participant on operational, business, and engineering meetings to be the focal point and conduit for SME and Process owners to identify and resolve technical, situational, and project issues.• Active risk manager by addressing fundamental nuisances of project implementation such as shipping constraints, O&M requirements, customer considerations, communications for managing expectations (internal and external) and acceptable control gates.• Observe and advise on new and on-going Organizational projects to facilitate better internal communications, discover interdependencies and provide clarity of scope for project implementation.

Total Career

Washington D.C. Metro Area

DTS-PO supports all United States Government departments and agencies (42+) operating from Diplomatic and Consular facilities outside of the United States by providing secure, reliable, and robust communications capabilities. We offer terrestrial, satellite and internet services, international direct-dialing and Voice over IP (VoIP). As a Project Management Officer, my primary focus is to support the full lifecycle management of telecommunications systems in the DTS Network. This is accomplished in a variety of efforts.Engage with other DTS-PO offices as a key facilitator/coordinator across DTS-PO operational divides to safeguard an organized and systematic implementation of new initiatives. Acting as the key focal point for Network Operations Group's concerns and requirements on the Engineering Group's Network Topology and Capabilities mitigation project. Working with all three organizational groups to insure that all parties are informed and that their requirements are being heard and understood. Be the Custodian of projects within DTS-PO to effect smooth and orderly implementation of new services and capabilities. Act as focal point to assist SMEs within a/o without of DTS-PO to address issues or concerns.Act as the sentry for Remedy tickets (Change Request/Incident) from cradle to grave, assuring ticket flow and task owners are completing their responsibilities, getting required information, and facilitating communication between SMEs and key Post POCs. Presently the key touch point for the Network Operations Group's needs on the Remedy Reconstruction Project.

American Embassy Baghdad

Same as my IPO jobs but in Baghdad the Department of States largest mission in the world.

Dts-Po (Fairfax)

Branch Chief of DTS-PO's (Diplomatic Telecommunications Services Program Office) Project Officers who support all State Dept.'s telecommunications needs throughout all 300+ missions worldwide. Custodian of projects within DTS-PO to effect smooth and orderly implementation of new services and capabilities.Sentry for Remedy tickets (Change Request) to assure appropriate flow and completionDTS-PO process and project facilitators.Assist Subject Matter Experts (SMEs) to address customer issues or concerns.Cradle to grave project implementation of telecommunication network changes, upgrades, installations etc.

Fairfax, Va

Acts as the connection to over 271 missions abroad whose customers are the DoS and 35 other government agencies with DTS-PO. Has a broad range of duties that allow DTS-PO to be poised to respond to any mission’s telecommunication requirements and long-haul communications needs. This is accomplished with a staff of 9 contract positions. Develop and facilitate relationships with organizational partners and external stakeholders to meet “our promise” to provide the most effective service and support for the ever-increasing challenge of customer requirements. Direct division financial resources and budget line items to ensure appropriate funds to projects thereby mitigating risks and keeping within the scope of program/project objectives. Also to include management of DTS-PO $3.2 million in software maintenance contracts, service level agreements (SLA) and associated sole source justification (SSJ) requirements. In the absence of the MB Chief, the incumbent coordinates all activities of the Branch.

The Deployment Branch Chief (DBC) position is responsible for the management and success of the Bureau of Information Resource Management’s number one initiative -- State Messaging and Archive Retrieval Toolset (SMART) Deployment. The incumbent oversees installations and deployments at over 230 missions abroad and 42 domestic bureaus. The DBC accomplishes this with a staff of 40 contractor positions. The incumbent is responsible for executing a budget of $12 million in support of this program. Develop and implement internal programs and practices that enhance SMART’s service and customer relationship through the various elements of existing Department customer assistance entities including the Main State Messaging Center (MSMC), and the Technical Support Unit (TSU). Execute the Chief Information Officer's (CIO's) number one strategic Information Technology goal: The Right Information: Knowledge Leadership for Diplomacy. Information Resource Management (IRM) will leverage the Department's global infrastructure by deploying knowledge management tools. Consistent with this goal, SMART will deliver a simple, secure, and user-driven system to support the conduct of diplomacy through modern messaging, dynamic archiving, and information sharing. The DBC reports directly to the Deployment, Technical Support, and Communications Division Chief.

Cairo, Egypt

The Information Program Officer (IPO) is responsible for the management and success of information programs office activities in Egypt. The incumbent leads an American direct-hire staff of 17 and 30 locally-engaged staff (including personnel that support Alexandria) in providing quality service at seven locations to 50 agencies and over 2000 customers. The IPO reports directly to the Information Management Officer (IMO) and through the IMO to the Management Officer. In the absence of the FE-OC IMO, the incumbent coordinates all IRM activities for the mission.- Leads and inspires the Information Program Center (IPC) team. Directly guides the IPC staff in the delivery of the highest quality service. Mentors and cultivates the professional development of all IPC personnel, particularly newly-hired employees. Observes EEO principles.- Manages all IPC operations including the Telephone Engineering Center; Radio and Cell Phone Center; Telephone Information Center, Printing Center, Information Programs Center; both the Unclassified/Classified Diplomatic Pouch and Mail Center (DPM) with the goal of exceeding all performance objectives.

Quito, Ecuador

Responsible for customer service on both the classified and unclassified networks to include management of these systems. Responsible for mission telecommunications circuits as well as multiple other agency circuits. Managed the Emergency Notificaton systems for both telephonic and radio methods. Managed the radio networks (HF and VHF); telephone pbx systems (Nortel & Meridian). Also responsible for managing the classified and unclassified diploatic pouch and mail. All of these programs have additional staff, local and direct hire Americans that I have varying levels of supervisory responsibility.

Tecgucigalpa

Full oversight and management of all of the following where I was the second in charge of all IT responsibilities/programs (servied as A/IMO): Responsible for customer service on both the classified and unclassified networks to include management of these systems. Responsible for mission telecommunications circuits as well as multiple other agency circuits. Managed the Emergency Notificaton systems for both telephonic and radio methods. Managed the radio networks (HF and VHF); telephone pbx systems (Nortel & Meridian). Also responsible for managing the classified and unclassified diploatic pouch and mail. All of these programs have additional staff, local and direct hire Americans that I have varying levels of supervisory responsibility.

Nicosia, Cyprus

Responsible for customer service on both the classified and unclassified networks to include management of these systems. Responsible for mission telecommunications circuits as well as multiple other agency circuits. Managed the Emergency Notificaton systems for both telephonic and radio methods. Managed the radio networks (HF and VHF); telephone pbx systems (Nortel & Meridian). Also responsible for managing the classified and unclassified diploatic pouch and mail. All of these programs have additional staff, local and direct hire Americans that I have varying levels of supervisory responsibility.

La Paz, Bolivia

Responsible for customer service on both the classified and unclassified networks to include management of these systems. Responsible for mission telecommunications circuits as well as multiple other agency circuits. Managed the Emergency Notificaton systems for both telephonic and radio methods. Managed the radio networks (HF and VHF); telephone pbx systems (Nortel & Meridian). Also responsible for managing the classified and unclassified diploatic pouch and mail. All of these programs have additional staff, local and direct hire Americans that I have varying levels of supervisory responsibility.

Nairobi, Kenya

Responsible for customer service on both the classified and unclassified networks to include management of these systems. Responsible for mission telecommunications circuits as well as multiple other agency circuits. Managed the Emergency Notificaton systems for both telephonic and radio methods. Managed the radio networks (HF and VHF); telephone pbx systems (Nortel & Meridian). Also responsible for managing the classified and unclassified diploatic pouch and mail. All of these programs have additional staff, local and direct hire Americans that I have varying levels of supervisory responsibility.

Frankfurt Am Main Area, Germany

Responsible for customer service on both the classified and unclassified networks to include management of these systems. Responsible for mission telecommunications circuits as well as multiple other agency circuits. Managed the Emergency Notificaton systems for both telephonic and radio methods. Managed the radio networks (HF and VHF); telephone pbx systems (Nortel & Meridian). Also responsible for managing the classified and unclassified diploatic pouch and mail. All of these programs have additional staff, local and direct hire Americans that I have varying levels of supervisory responsibility.