Oversee daily support operations for the Technical Support and Communications teams of the Transformation Solutions Customer Support Group. This organization provides support to USDA and DoD customers across the Federal Government using CACI developed software. Also lead ISO 9001:2008 and ISO 20000:2011 certification efforts for the team as well as manage daily Quality Assurance processes.

- Manage an ever-changing team of technical and functional analysts providing support for multiple products- Design, execute and streamline processes to minimize downtime associated with software implementations- Develop and implement quality management procedures using industry best practices to ensure compliance with existing ISO 9001:2008 and ISO 20000-1:2011 certifications. Lead all aspects of internal and external certification quality audits- Create, review and edit SOWs, RFPs, proposals and SLAs for new business ventures- Create, review and manage all external user communication for organizational group- Developed multiple continuous improvement efforts to increase efficiency of daily tasks and eliminate potential error- Practice performance management by hiring team members, setting expectations and delivering evaluations on performance- Employ principles of project management, contract management, staff management and development, task management, client management, and risk management to ensure optimal effectiveness and efficiency of productivity- Create staff development plans for team members to ensure they have the needed skills to perform their assignments- Ensure all tasks are carried out in accordance with project commitments and specific objectives- Train new team members on quality processes, procedures and Oracle CRM- Graduated from the year-long Emerging Leaders program revolving around the CACI core competencies