Kali Thomas Email & Phone Number

Fairfax, VA, US

Chantilly, Virginia, US

• Confer with 11+ SMEs to elicit requirements for Falcon and Reunification apps to refine user stories.
• Decrease personal backlog of 40+ user stories to less than 20 in under 6 months.
• Provide enhancement recommendations to SMEs for Falcon and Reunification apps.
• Proactively identify system defects for resolution to reduce impact on operations.
• Conduct unit and spot testing for 8+ user stories per sprint, ensuring code is functioning as expected.
• Perform data cleanup (often 100s or 1000s of records) on Falcon data to mitigate or eliminate data discrepancies.

Reston, VA, US

• Key Achievement: Designed an approval workflow for the client which alleviated their administrative burden by reducing time spent consolidating and reviewing procurement forecast submissions by 60%.
• Function as the O&M product lead for 5 products, as well as provide technical and administrative support to 4 cross-cutting project teams.
• Serve as the Scrum Master for 2 development teams (ServiceNow and AWS) consisting of 8 members in which I facilitate scrum ceremonies, remove barriers, and mitigate risks.
• Facilitate 2-3 monthly discovery workshops with Product Owners and key stakeholders to extract As-Is business processes and identify outstanding requirements for To-Be processes.
• Develop and maintain project schedules, reports, and dashboards ensuring development teams adhere to timeliness and Executive leadership has project visibility.
• Perform Tier 3 support to resolve and mitigate system issues by 37% by replicating the issue in a Test environment and collaborating with developers to determine solutions or workarounds.

Fairfax, VA, US

• Key Achievement: Within my first 3 months with the company, I proposed the idea of utilizing video recordings along with Knowledge Articles to support the upcoming product. Not only did this enhance the product, but it.
• Facilitate meetings with stakeholders to review and refine the product backlog to ensure the completed application has the mandatory requirements.
• Develop 2 or more Guided Tours per application within ServiceNow using HTML to provide customers step-by-step instructions and foster a seamless transition to the new application.
• Collect system issue data 4 times per month and generate trend reports monthly to present to leadership, as well as provide recommendations for improvement.
• Promote change management by utilizing Microsoft Visio to construct flowcharts of As-Is/To-Be processes.
• Collaborate with developers to perform functional testing to strengthen applications and guarantee each works efficiently.

Arlington, Virginia, US

• Key Achievement: Recognized the need for an optimized process for handling requests due to the lack of resources on hand. My suggestion to leadership made my team more efficient and catapulted our total processing.
• Consulted with Privacy Office leadership to process 100+ requests per day to meet deliverables.
• Sustained accuracy and Personally Identifiable Information (PII) through ensuring captured biometrics correspond with the correct party.
• Generated 2 bi-weekly status reports and shared the findings, and conclusions with the team to improve strategy and operations.
• Aided team members in resolving network connectivity or peripheral issues as they arose.

Horsham, PA, US

• Key Achievement: Single-handedly increased my departments’ daily and weekly metrics by 51% through processing applications at an accelerated rate. This achievement granted the team more visibility and was recognized by.
• Trained new employees on the application review process, company procedures, and best practices.
• Processed 300+ applications daily using in-house software, ensuring accuracy and completeness.
• Aided in troubleshooting network connectivity issues utilizing command prompt and control panel.
• Presented recommendations for team and department improvements to leadership to continuously streamline processes and procedures.
• Cross-trained in 2 other departments to support the improvement of the organization’s metrics and to develop a wholistic understanding of the processes.

Arlington, VA, US

• Key Achievement: Resolved and closed 80% of tickets without escalation.
• Supported more than 250 on-site & remote users through Tier 1/Tier 2 support by phone, Remote Desktop, and administration through Microsoft Active Directory.
• Conducted end-user security training on device security, passwords, and social engineering.
• Monitored 100+ inbound and outbound emails daily for security vulnerabilities and threats using Sophos Enterprise Security.
• Governed the usage of RSA SecurID tokens to guarantee only authorized users had access to the network.
• Performed weekly vulnerability assessments on software applications and reported discovered weaknesses to management.

Bachelor Of Arts Degree, Business Administration

Associate Of Applied Science Degree, Cybersecurity