I currently serve as a 24/7/365 Watch Manager (WM) responsible for leading and directing all operational functions of the National Transportation Vetting Center (NTVC) and employ advanced knowledge of operational operations, vetting, and intelligence analysis to the entire NTVC mission. I direct call center and vetting operations to ensure the NTVC definitively identifies Known or Suspected Terrorists (KSTs) in passenger and credentialing programs that may represent a threat to transportation and National infrastructure programs. Upon identification, I ensure proper handling of known or suspected terrorists’ travel, access or employment application and ensure proper notification and reporting of applicant and passenger matches against vetted data. I provided guidance to local coordination centers and airline operators to ensure TSA processes and guidelines are adhered to. I maintain an understanding of all legislation, rules, policy, and program guidance that drive vetting, customer resolution, and identity verification programs and processes. I perform research for applicable policies, procedures, and guidelines impacting specific compliance programs and provides recommendations regarding cases and assignments. Responsible for a full range of mission services such as receiving and responding to calls and emails from TSA stakeholders and airline operators, and completing watchlist resolution calls, identity verification calls, and security coordination center status calls. I work with Information Technology to ensure mission-specific applications are operating correctly and efficiently and offer suggestions on future feature enhancements. I continually evaluate and seek opportunities to improve, enhance, or refine consolidated watch coordination and management for all levels of vetting, encounter analysis, resolution, identity verification, and watch management.

Supervisory Vetting Analyst for the Colorado Springs Operations Center directly supervising six vetting analysts and overseeing watch operations for 15 analysts per shift. Responsible for assigning work, setting priorities for individual tasks, and resolving problems and conflicts that potentially impact the objectives of the organization. I was responsible for allocating resources to accomplish large work activities within established work schedules. My supervisory duties include: - Human resource and employee development programs comprising performance reviews and evaluations; recommending corrective or disciplinary actions; reviewing and submitting award packages; developing training materials; establishing team coaching opportunities.- Administrative duties include approving annual leave, coordinating sick leave, and solving shift scheduling conflicts. - Determining objectives and selecting strategies to meet mission goals by organizing work, setting priorities, determining resource requirements, and identifying limitations- Managing projects within assigned resources while resolving competing problems that impact objective accomplishment. Responsible for coordinating with external customers to satisfy stakeholders’ request for information. I was required to apply transportation security policies, procedures, and practices related to the biographic vetting of individuals attempting to access transportation or obtain transportation-related credentials against watch lists. I performed data analysis of credentialing and vetting programs to identify security gaps for use by others to develop programs to mitigate security risks. I used judgment and ingenuity in the interpretation of data and adaptation of techniques, criteria, and methodologies. Provided input to Secure Flight leadership for the development of analytical and intelligence products. Directed the preparation and distribution of vetting results reports provided to outside entities. I

As a Senior Vetting Analyst at the Colorado Springs Operations Center, I held an active TSA Top Secret SCI Security Clearance. I have experience in authoring and editing Standard Operating Procedures (SOPs) and the initial authoring of record corrections, CDC Adds and Deletes, initial and update KST notification reports, and senior analyst checklists. I utilize multiple automated systems including the Secure Flight User Interface, Automated Passenger Information System (APIS), and Passenger Name Records (PNR) to analyze and interpret intelligence information and match results produced by the automated vetting system. I manage / monitor for Known or Suspected Terrorist’s (KSTs) itinerary changes and status changes. Perform upgrades/downgrades in SFUI and Encounter Management Application (EMA). Utilize WebEOC interface to update KST information and create SOC log entries. Process No-Fly, Selectee and CDC expedite adds and deletes. Perform recurring checks including No-fly, and BOLO checks. Utilize EMA to search for preliminary and/or pending records, update No-fly and Selectee passenger and itinerary data and generate No-fly and Selectee Notification Reports as applicable utilizing the EMA XNR workflow. I have active accounts and currently utilize classified and unclassified databases including the TSA Selectee/No-Fly Search WebEOC Incident Tracker, TECS, ATSP, UPAX, PCQS, NCIC, Lexis Nexus, Accurint, US Department of State US Visit and CCD, DHS HSIN and TIDE to perform intelligence and open-source research and analysis assist in identifying gaps in submitted data and assist in determining the potential for a valid match. I am familiar with various performance management programs and am practiced in authoring and editing performance goals and measurements.

As a Vetting Analyst, I maintained detailed knowledge of aviation and transportation security policies and procedures governing the vetting of air passengers against terrorist watch lists. I trained new analysts as well as maintaining dual certification as a Customer Support Agent (CSA). I utilized multiple automated systems including the TSA Secure Flight User Interface, Customs and Border Protection TECS, APIS, and Passenger Name Records (PNR) to analyze and interpret intelligence information and match results. I used standard operating procedures (SOPs), knowledge of international and domestic terrorist organizations and their capabilities, tactics, techniques, and procedures and approved match guidance in determining the validity of conflict matches. I utilized relevant situational briefings to stay current in known threats to the transportation network and aviation passenger reservation systems. Interfaced with other vetting analysts, Supervisors, Watch Managers and Encounter Analysts to verify the identity of passengers matched to terrorist watch lists. I conducted No-fly, Selectee, and other manual checks and am experienced in generating notification Reports. No-fly and Selectee Notification Report generation included validating and documenting passenger match data, researching subject travel history to document known or suspected terrorist travel information and forwarding the completed reports to internal organizations. I utilized classified and unclassified databases including the TSC Selectee/No-Fly Search HTML Database, WebEOC Incident Tracker, CBP TECS, and TIDE to perform intelligence and open-source research and analysis. All significant threat data is passed on immediately to Senior Watch Officers and Supervisors. I work closely with the Customer Support Agents to resolve individual cases of mismatches of passengers to terrorism watch-listed individuals. I perform watch list checks as required for the Identity Verification Call Center.

Served as a Secure Flight Operations Support Analyst at the Colorado Springs Operations Center. My duties included providing classified and unclassified clerical, administrative, human resource, and technical support work to managers, supervisors, and other employees. I assist in the processing of records regarding travel vouchers, time and attendance, leave, transfers, and human resource related issues. Maintained a basic knowledge of the TSA travel program and Fed Traveler application to assist Secure Flight personnel in travel planning, authorization requests and expense report completion. I maintain inventory and tracking systems for tangible equipment and supplies. I assist in the coordination and scheduling of operational deployments, TDYs and training requirements. I compile and track data and maintain records, reports, and management databases. I provide basic computer assistance on the Microsoft Office Suite, schedule meetings and compose official correspondence.

Managed a 24/7/365 watch comprised of 18 Customer Support Agents (CSAs) serving TSA’s passenger vetting program, Secure Flight. Performed supervisory and training roles in TSA’s air transportation passenger vetting strategy. Developed and implemented work schedules to meet mission staffing requirements. Approved scheduled and unscheduled personal time off and certified time sheets. Performed interviews of potential candidates and maintained prospect resumes to rapidly respond to staffing increases and personnel losses. Ensured all in-processing and security paperwork is completed accurately and sent to the corporate office. Completed employee performance appraisals. Update all reports for Operation Center. Trained new CSAs and Government Supervisors and performed final sign off allowing new CSAs to go live on the phones. Maintained training folders for all CSAs. Assigned CSAs to salary bands based on experience. Worked with supervisors and managers on call center improvement efforts.Interfaced with Airline Operators (AOs), Vetting Analysts and Watch Managers to verify the identity of passengers matched to Government watch lists and people desiring entry to an airport’s secure, sterile area. Collected information to fill gaps in submitted passenger information during resolution calls. Assisted AOs in resolving the appropriate status of passengers inhibited by TSA automated vetting systems. Resolved inconsistencies between biographic information in the passenger reservation system and passenger data entered by the airlines. Ensured biographic data was correctly entered, names were appropriately parsed, and passport information was entered with verified information. I validated the identity of each caller and determined the type of call for routing or resolution. Routed calls requiring resolution to the Vetting Analysts and advised final disposition of each case to the AO. Assist in coordinating with local law enforcement, should that become necessary.

Ensured compliance with FAA Aviation Safety requirements, TSA directives, and company standard operating policies and procedures, internal control measures, and customer-first initiatives. Oversaw business, ticket counter, ramp operations and gate management. Review and recommend responses to customer comments. Maintained intimate familiarity with corporate and TSA security directives. Prepared daily duty assignments and security briefings for airport ticket and gate agents. Assisted General Manager in administrative operations and development of agent workforce. Counseled and coached agents to ensure optimum performance. Assumed responsibilities of the General Manager in his absence.Conducted a daily review of safety and security-related publications and bulletins to remain abreast of FAA safety regulation changes and TSA Aircraft Operator Standard Security Program changes, and latest security devices. Maintained open lines of communication with ground personnel and in-flight security coordinator while aircraft doors are open and assured the ISC receives the “all clear” prior to closing doors. Maintained a strong safety and security network with TSA officials, local law enforcement, airport authorities, customs agents, aircraft operators and airport security coordinators in the U.S. Contacted Systems Operations Coordination Center (SOCC) if a suspicious, dangerous, or deadly item was discovered during aircraft search, and ensured increased security measures were implemented as required. Ensured that employees submit to DOT random drug testing administered by drug abatement personnel. Ensured emergency response plan, response kits, and bomb threat checklists are current and available. Maintained phone tree containing SOCC contact information. Assisted with Federal Air Marshal handling procedures and verification prior to boarding. Primary point of contact for cargo security matters.

Provided passenger assistance at airline ticket counters and gate areas for US Airways and Continental Airlines. Assigned agents to counter and gate positions based on flight demands. Verified flight schedules for inbound and outbound flights. Counted funds in safe, reviewed agents’ sales reports, handled cash drops, conducted daily briefings for agents, and ensured efficiency of operations during normal and irregular operations. Updated Mesa and US Airways station manuals. Responsible for the weekend auditing of US Airways and Continental Airlines, processed deposits and accounting paperwork forwarded to headquarters. Ensured ramp agents completed OSHA mandated training and annual aural testing.

Compiled and processed data and prepared daily bank deposits. Tracked and prepared report on customer payment status. Ensured proper shipping charges were applied to orders. Maintained verbal and written contact with suppliers and guaranteed customer satisfaction by taking a customer-focused approach to service, resolving conflicts and problems in a diplomatic and responsive manner.

Serving as operational accounting manager, coordinated and managed accounts and records and controlled departmental funds using automated accounting software. Maintained files on hospital equipment, received shipments of medical equipment in need of repair, and prepared return shipments. Maintained requisitions on incoming material and status of expected arrival dates for six departments. Prepared Record of Discrepancy on medical items, screened QC directives associated with recalled or suspended medical terms carried in the Central Processing and Distribution System. Received and issued supplies, materials, and merchandise stored in warehouses.