Nick D. Email & Phone Number

Fayetteville, Ar, Us

Fayetteville, Ar, Us

Oversees incident management for the Digital Platform, including providing guidance to support staff and contractors on issue intake, outage tracking, updates to the Known Issues Guide, support and incident resolution tracking. Oversees notification to stakeholders of open or updated/closed incidents after receiving from the contractor.Oversees Digital Platform operations by coordinating configuration control board activities and processes (including improvement and bug intake and approval), supporting stakeholder management, and providing updates on planned communications efforts that will lead to products on StudentAid.gov. Oversees product owner/stakeholder approval or feedback as needed from when ticket is pushed for CCB approval.Manages overall release plan and overall schedule for digital platform working with support contractor, product owners, support functions (design, content, etc.), system owners, DCC workstreams, contractor, and other stakeholders.Manages weekly digital platform IPT meetings and coordinates digital platform activities, including deliverable reviews and meeting dates, distribution and listservs, and JIRA/Confluence and dashboard planning/set up.Serves as release manager responsible for managing feature/product development activities, including schedule management, user stories/requirements and supplemental documentation development, design development, content development, training materials development, testing, and system integration and change management coordination, and communications planning and execution.Manages cross-functional documents, such as messages appendix, validation matrix, and user access matrix.

Serves as the product owner for the external matches process for eligibility determination. Responsibilities include attending visioning and requirements sessions, reviewing comments, providing final approval on decisions, and reviewing test output.Serves as the subject matter expert, which includes understanding and monitoring changes to owned areas, providing oversight and guidance to the testing process, and working with product owners to ensure full coverage, for the FAFSA Partner Portal and Access Demo sites, the FSA Operations Tool, the matches processes, and the SAVE project under the Department of Homeland Security (DHS) for third-step verification of eligible non-citizens to obtain title IV aid.Serves as a tester for assigned systems, which includes creating and modifying test cases, executing test cases and capturing results, and logging defects.

Washington D.C. Metro Area

Served as Scrum Master/Project Manager for FSA’s Digital Platform, which includes StudentAid.gov and FSA’s mobile app. The Digital Platform is FSA’s primary customer-facing website that supports more than 150 million visits every year and is a critical component in FSA’s delivery of the Next Gen FSA, Digital and Customer Care (DCC) effort. Used Scrum Master techniques to launch the Digital Platform in December 2019 and to concurrently manage the delivery of multiple Digital Platform releases on aggressive timelines (major releases occur every two months and maintenance releases occur monthly). Utilizes tools such as JIRA, Confluence, and SharePoint to manage program documentation, workflow, sprint planning, improvement and bug tickets, and overall project status. Examples of scrum master and project manager techniques and experience are provided in the bullets that follow.Led scrum meetings and manages coordination across the Digital Platform integrated product team, including the contractor, product owners, subject matter experts, design and content teams, change management, and system owners.Managed the requirements process for all Digital Platform products, and coordinates with product owners to ensure user stories capture expected functionality and functional documentation accurately captures integrations across multiple back-end systems.Managed the product backlog, which tracks hundreds of potential enhancements to Digital Platform products, and coordinates with product owners to review and groom tickets and to define the scope of upcoming releases.Managed the configuration control board process for the Digital Platform to ensure proper release management for new features, enhancements, and bugs. Coordinates with product owners to ensure enhancements are reviewed, approved, and scoped into upcoming releases, and bug tickets are resolved in accordance with service level agreements and to the satisfaction of the product owner.

Used knowledge of the Title IV programs to develop content for customers (including web content and print publications) within deadlines in accordance with the FSA Writing Style Guide, usability, and plain language recommendations.Identified/recommended and developed content updates based on analysis of customer feedback, internal and external recommendations, best practices and overall content strategy, changes to laws, regulations, or policy governing Title IV programs, and the use of analytics data.Actively managed the StudentAid.gov content development process, including working closely with SMEs to ensure accuracy, submitting work items via the content management system, following through promptly to ensure the content was ready for publication within the service-level agreement time frame, and used Drupal to proofread draft content and advance it through the workflow.Completed editorial reviews within established time frames and to the requester’s satisfaction. Requests came from other FSA offices, as well as other government agencies, and included fact sheets, publications, blog posts, social media content, emails, videos and infographics, and other content.Served as the Project Manager for the Federal Student Aid Publications distribution center: Developed and maintained content for two customer-facing ordering sites. Reviewed monthly invoices, tracked budget, and approved requests for payment. Actively managed publications inventory to ensure effective space utilization and cost management. Analyzed customer demand for publications in order to drive the overall content strategy. Assisted in the management of the customer contact center to ensure positive customer experience outcomes. Actively managed the Interagency Agreement (IAA) between the Government Publishing Office and FSA in order to ensure funding was obligated and requirements were met. Worked closely with Acquisitions to process modifications to the IAA, including closeout.

Riverside, Ca

• Led three to five weekly discussion sections of up to 15 students each• Prepared lesson plans on a weekly basis to develop student writing skills• Organized and led essay grading sessions for fellow teaching assistants• Provided written feedback on student assignments• Gave panel discussion at the UC Writing Conference on the difficulties of developing the writing skills of business students

Los Angeles, California

• Assisted in the implementation of the company's new financial planning software• Led testing sessions of the new SAP Business Planning and Consolidation system• Collaborated with business planners, IT professionals, and consultants to optimize the system• Helped catalog system issues via HP Quality Center

Southern California

• Assessed the safety of Southern California Edison utility poles via intrusive inspection• Managed a three-man crew in field operations throughout Los Angeles, San Bernardino, and Riverside Counties• Consistently exceeded performance norms for weekly production goals• Operated for more than 2,000 safe work hours while on SCE property

Chicago, Il

• Produced content for the department’s weekly newsletter and assisted in the production of network press releases• Monitored the network’s customer service operations via an online database• Helped to ensure timely responses to network inquiries via social media

Columbus,Oh

• Generated nightly Building Reports• Managed 70+ Union student staff and five departments in nightly building operations• Ensured guest safety by adhering to fire codes and monitoring Union patrons

Bachelor Of Arts (B.A.), Journalism, Magna Cum Laude

Activities and Societies: Kappa Tau Alpha Journalism Honor Society-Served as a sports writer for the OSU Student Newspaper, the Lantern

Master Of Business Administration (Mba), Business Administration, Management And Operations