▪ Received Department of Veterans Affairs recognition award after establishing training and communication plan that standardized messaging, clarified communications, developed professional infographics, and created an effective marketing plan for Go Green Initiative for all VA Administration.▪ Implemented innovative improvements such as QR codes to access MyPay resources; three-time nominee for prestigious “Amber Blaze” award.▪ Plan, develop, implement, and evaluate “Bystander Training for Veterans” impacting 900,000+ Veterans, as co-project manager, developing detailed marketing plan and satisfaction survey; received COA and monetary award. ▪ Complete diverse qualitative and quantitative analyses of educational training programs, evaluating operational efficiency and organizational development effectiveness while adhering to all federal statues, regulations, policies, standards, and Section 508 requirements.▪ Lead strategic teams for Defense Medical Logistics Standard Support System and HRD Modernization, recommending improvements to functions, operations, and performance of 35 national web-based courses.▪ Review proposed organizational changes and studies to build strategies to enhance organizational effectiveness for VHA Occupational Therapists, Physical Therapists, Office of Blind Rehabilitation, and Amputation System of Care, using results to develop national-level training curriculums. ▪ Administer and execute Section 508-compliant training and implement first fully accessible National Blind Rehabilitation Services Conference for 300+ blind and visually impaired employees and Veterans.▪ Apply numerous evaluation methodologies to gather evidence of training impact on learning transfer, application of skills on the job, and business impact. ▪ Utilize Blackboard, DVD, live broadcasting, Adobe Connect, Lync, and other tools.

▪ Oversaw and managed annual operating budget of $600,000, reviewing, analyzing, evaluating, and writing reports for 15 national program offices and VISNs focused on projects involving government. ▪ Examined program operations and recommended process improvements with in-depth investigative methods for VHA Hospitalists and Occupational Therapists. ▪ Led and guided VHA Hospitalists by ensuring design, development, implementation, and application of comprehensive training plan that received approval from Secretary of Health. ▪ Recommended actionable improvements to key stakeholders and executive staff for policy and process changes in addition to program responsibilities, budget planning, performance measurements, accountability procedures, and resource allocation supporting organizational mission, vision, values, and strategic plan. ▪ Developed multi-year, annual, and quarterly strategic plans for VHA national program offices and VISN, collaborating with key stakeholders such as SMEs, program offices, VISNs, and senior leadership.

▪ Exceeded established standards by 50% through consistent and excellent customer service to Veterans, receiving notable recognition from managers. ▪ Led and supported new employees GS 5 target GS 9 through training development program focused on providing educational resources and guidance to Veterans, dependents, and beneficiaries through numerous departments at local and state level. ▪ Communicated in person and in writing to claimants on decision-making procedures, entitlement criteria, and rationale made by VA based on the laws, guidelines, regulations, and precedent opinions. ▪ Demonstrated expertise on local, state, and federal laws as well as eligibility criteria and agency procedures regarding dependency status, social services programs, Medicaid, and special income-based programs. ▪ Counseled Veterans and family members on programs such as Agent Orange Gulf, Persian Gulf, Ionizing Radiation, Compensation, Pension, Health Benefits, and coordinated referrals as needed. ▪ Explained short-term and long-term circumstances and potential risks and consequences to help claimants select benefit options. ▪ Processed claims in timely and efficient manner while ensuring all required documents were received accurately and documented appropriately.

▪ Planned and executed design research to increase understanding of customer and stakeholder needs and inform improvements to government products, services, processes, and programs. ▪ Evaluated and synthesized information, creating detailed recommendations to key stakeholders and official personnel with data-based decision making. ▪ Maintained up to date knowledge of laws including HIPAA, Privacy Act, and FOIA to ensure compliance. ▪ Managed multiple stakeholders’ needs effectively and sensitively to investigate conflict, erroneous, or missing data and determine if violations occurred. ▪ Communicated in-person and electronically with Veterans, customers, congressional representatives, and other stakeholders to clarify requests and research record holdings and technical reference guides.

▪ Supervised five teaching assistants and served as primary case manager for 25 students with various special needs including PTSD, TBI, mental health diagnoses, Asperger’s Syndrome, Autism, speech disorders, Downs Syndrome, ADD, and others. ▪ Met individual student needs with understanding of human-centered design, methods, and approaches. ▪ Created and developed district-wide family advocacy program to include local, state, and federal human services programs to support students and families. ▪ Evaluated students’ functioning, tasks, processing gaps, and learning needs to better utilize effective teaching strategies and develop individualized education plans to achieve program objectives. ▪ Communicated through web-based instruction and written materials to maximize relevance and impact to students and evaluated effectiveness of training resources.▪ Maintained accurate files in accordance with local, state, and federal laws, regulations, and policies including Individuals with Disabilities Education Improvement Act of 2004, Americans with Disabilities Act, HIPAA, FOIA, Privacy Act, and EEO Program.