Beverly H. Email & Phone Number

♦ Served as account manager and administrator for corporate cross-domain solution, establishing security profiles and roles for user accounts and auditing user activity. ♦ Documented SOPs and continually identified ways to improve processes and enhance customer satisfaction.♦ Collected and evaluated customer feedback and gathered requirements for system. enhancements. ♦ Tested new software releases and ensured system remained compliant within security guidelines.

Fort Meade, Md/Washington, Dc/Arlington And Fairfax, Va

♦ Supported mission customers using raw SIGINT databases, multiple tools, and applications for analytic communications. ♦ Held demonstrations of products and services, and developed and delivered training.♦ Provided customer outreach and utilized expertise for troubleshooting and resolving technical issues. ♦ Contributed to authoring, editing and maintaining the Support Desk's knowledge base containing documentation on support process and procedure materials; maintained the project wiki pages; and performed quality assurance on Help Desk ticket responses.

Fairfax, Va

♦ eRulemaking Initiative - supporting the design and implementation of the Federal Docket Management System (FDMS)♦ Participated in requirements gathering sessions with stakeholders to garner consensus and incorporate customer specific requirements for a government-wide federal docket management system. ♦ Worked on design specifications and documents; created use cases; prepared detailed test cases and conducted software quality assurance.♦ Successfully implemented high profile system at each government agency amidst aggressive schedules and evolving requirements. ♦ Led User Acceptance testing efforts and achieved 95% + pass rating on each release. ♦ Worked with representatives of each agency to successfully implement the new electronic rulemaking system in their agencies and was a recipient of the 2004 LMIT President’s Team Award for Excellence.♦ Represented the Testing Team as SME (Subject Matter Expert) for LM21 Kaizen event to overcome testing inconsistencies and improve deployment activities♦ Provided leadership within the Testing team and was instrumental in the implementation of the online survey utilizing the American Customer Satisfaction Index methodology on the www.regulations.gov site.

Washington D.C. Metro Area

♦ Provided leadership for a team of Lotus Notes Administrators supplying Tier II electronic mail support for a major federal agency.♦ Led multiple projects both independently and with teams including the development of a laptop tracking application, a system which automated the user account creation process and the development of a training curriculum for Lotus Notes email operations. ♦ Facilitated training activities in regional offices across the country.♦ Assisted with the implementation of a disaster recovery solution in conjunction with the Continuity of Operations Plan (COOP) and the implementation of an enterprise-wide mail archival storage and retrieval solution♦ Co-team lead in LM21 Kaizen event, - improving the resolution process for problems related to Notes/Domino e-mail operations and applications and participated in team initiative, gaining ISO 9000 certification for LM facility in Lanham.♦ Demonstrated success as evidenced by award for outstanding oversight of a multi-module application release used for automating users' daily operations

Washington D.C. Metro Area

Manager Automation & Administration (1997 - 2000)▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬♦ Applied industry standard project management methodology to ensure high quality, on-budget and on-schedule deliverables for a nationwide salesforce application. ♦ Devised training plan and materials and held regional training sessions for Sales staff and provided post-implementation support. ♦ Planned and remotely executed a PC refresh project replacing all computer equipment in three major regional reservation call centers.♦ Administered Amtrak’s customer complaint handling system and provided support to Customer Relations Specialists.Senior HR Analyst, HRIS (1988 - 1997)▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬♦ Successfully managed a multi-dimensional position inclusive of developing system requirements, investigating complex personnel system issues, writing instructional manuals and training system Human Resource Information System users nationwide. ♦ Chartered the HRIS User Committee and managed Change Control Board activities and served as advisor to senior management during the search of an integrated human resource management systemProgrammer I (1985 - 1988)▬▬▬▬▬▬▬▬▬▬▬▬▬♦ Developed, tested and implemented software code for the design of Amtrak’s Marketing Information System which provided revenue and ridership information and generated reports for management to make strategic decisions and determine profitability.

Education record

Master Of Science (Ms), Technology Management

Bs, Information Systems