• Oversee all aspects of custom software development, COTS implementations and training solution efforts.

Project Manager for rewriting a Web Visiting Application to a modern framework and develop enhanced features and accessibility for the Bureau of Prisons (BOP) 10/20-Present•Manage technical team for rewriting a web visiting application in a modern framework & developing enhanced features. The team & processes are leveraging aspects of the Scrum frameworkProgram Director for Records Management Support Services at Small Business Admission 10/20-PresentProgram Director for Freedom of Information Act (FOIA) Support Services at National Highway Traffic Administration 10/20-Present•Support project manager with status reports, hiring efforts & managing strategies for a FOIA analysts teamProgram Director for data analysis support for The Veterans Health Administration 5/20-5/22•Managing effort in analyzing data & creating user-friendly reports & custom dashboards in MS PowerBIProject Manager developing computer-based grants training for The Department of Education 10/19–Present•Manage 508 compliance team, Storyline programmers, & instructional designer in the development of public facing and internal LMS Grants training courses that incorporates modern training techniques.•Create & manage schedule to accommodate for multiple course developments to be done in parallelProject Manager developing & implementing a Web Based Roster Program for BOP 10/17-Present•Managing the technical team in development & support of a custom global web based scheduling application that is a upgrade from a MS Access program that is hosted locally in 122 institutions & used by 36,000 users•Manage bi-weekly cross functional agile development sprints•Maintain product backlog•Provide onsite and virtual trainings & UAT sessions•Organize virtual trouble shooting•Work with end-users in order to accommodate competing Memorandum of Understandings (MOUs)•Manage the application maintenance & a staggered go-live schedule for over 100 sites

Program Manager 10/17–Present •Director of VA Programs•Identifying project risks & mitigation plans•Recruit & interview project teams•Create & deliver ISO 9001 awareness training•Create contract extension proposals & identify organic growthProject Manager for data analysis support for The Veterans Health Administration 5/20-Present•Managing effort in analyzing data & creating user-friendly reports & dashboardsProject Manager developing computer-based grants training for The Department of Education 10/19–Present•Managing 508 compliance team, programmer & instructional designer in the development of Grants training courses that incorporates modern training techniquesProject Manager developing a Web Based Roster Program for the Bureau of Prisons (BOP) 10/17-Present•Managing the technical team in development of a custom global web based scheduling application that is a upgrade from a MS Access program that is hosted locally in 122 institutions & used by 36,000 users•Manage bi-weekly cross functional agile development sprints•Maintain product backlog•Manage hours/CLIN burn rate•Provide onsite trainings & UAT sessions•Work with end-users in order to accommodate competing Memorandum of Understandings (MOUs)Program Manager for subcontract at Department of Homeland Security, U.S Citizenship & Immigration Services 5/19-11/19•Led onboarding efforts & managed the contract for onsite Service Contract Agreement teamProject Manager implementing Infor/Lawson Solution for a BOP Employee Performance System 10/17-9/18•Gathered & refined requirements & configuration requests through workshops & prototypes•Managed & collaborated with multiple sub-contractors & vendor to ensure the solution met the customer’s needs & time constraints•Hosted a 3-day hands-on onsite train the trainer training•Captured & analyzed lessons learned

• Operations Deputy supporting the Office of Small and Disadvantaged Business Utilization (OSDBU) at the United States Department of Veteran Affairs. • Project lead in creating an operations service ticket process. Collected requirements from the customer and collaborated with the IT team to develop and build the ticketing process in SharePoint. • Process improvements included implementing file naming conventions, creating a quality control checklist for all policies and correspondence, an internal routing slip for signature packets and and revamped correspondence tracker to provide user friendly standardization, processing metrics and searchability.• Performed quality reviews for all operations signature packets for OSDBU correspondence and policies.• Maintained, analyzed and presented all operations metrics and deliverables, which include records management, Freedom of Information Act (FOIA) requests and Veteran Affairs Internet Quorum (VAIQ) correspondence to Director of Operations.• Maintained assignment tracker for Director of Operations and team lead.• Lead/coordinator in timely distributing, assigning and tracking of OSDBU correspondence assignments utilizing the Veteran Affairs Intranet Quorum (VAIQ). As Coordinator, I updated the VAIQ work instructions and policy.• Managed the OSDBU email box by replying to emails or identifying subject matter expert (SME). Proactively created a policy for this process that included standardized responses• Developed and delivered office wide virtual records management training.• GoToWebinar organizer for OSDBU All Hands meetings.• Developed and updated office policies.• Created and submitted Micro-Purchase Funding Approval (MFA) forms.• Analyzed and reported on overall contract requirements and deliverables.• Facilitated daily team status meeting.• Completed corporate CPS Professional Services Lean Six Sigma Yellow Belt Course.

• Member of the GCC Technologies operations team supporting the Office of Small and Disadvantaged Business Utilization (OSDBU) at the United States Department of Veteran Affairs.• Implemented and developed records management policies and program.• Created records management training modules and job aids. • Promoted and facilitated office wide federally mandated records management training both live and virtual. • Applied General Records Schedule (GRS) and provided guidance for record schedules to be submitted to The National Archives and Records Administration (NARA). • Assessed and mitigated risk to electronic and physical federal records. • Trained and worked with Record Liaisons to ensure the proper disposal and retention of federal records.• Tracked status of Freedom of Information Act (FOIA) requests and assisted with preparing FOIA responses. • Analyzed and edited agency work instructions/policies, including creating and standardizing cross-functional process flowcharts using Visio. This was done to meet ISO 9001 requirements. • Updated weekly metrics and status reports.• Supported the Veterans Affairs Intranet Quorum (VAIQ) manager with timely distributing and tracking of OSDBU correspondence assignments.• Promoted, developed and executed a cross-functional records management “Stand-down Day” which was successful in properly disposing of unnecessary physical and electronic administrative files. This initiative freed up over 30% of the shared drive capacity. Based on this successful effort I received an ICARE award.

• Provided management consulting pertaining to overall organizational development, employee/talent management and customer experience. Identified and presented process improvements to create greater efficiencies and reduce costs.• Resolved client complaints in an efficient and timely manner. • Exercised sound judgment and confidentiality in handling information and issues that arise while staying within defined policies and practices.• Quoted, wrote and binded insurance contracts that met the specific client requirements.• Advised clients in general liability.• Serviced existing commercial and personal lines, which included carefully documenting statements concerning claims.• Assisted in new hire training.• Licensed in P&C in VA, MD and DC, with Erie and Progressive as the primary insurance carriers.• Generated additional revenue by reviewing policies and upselling additional products/coverages.

• Project leader for implementing internal Wiki. Each phase rolled out on schedule with survey showing high end user satisfaction. Achieved goal of lowering average handle time and raising upsell conversation rate.• Created, implemented and managed training transfer program. This program met its objective of creating new employee engagement and fostered a consistent coaching environment.• Led and developed the Information Coordination Team, which was based on an employee satisfaction survey. Compiled all critical departmental communications in a central location for employees to review. End user surveys showed high satisfaction with the program.• Gained team buy-in while creating and reengineering department standard operating procedures (SOPs), job aids and reference manuals. These resources lowered the team’s error percentage.• Developed and managed Master SOP. Established a standardized single source to reference for policies and procedures. Successful in avoiding bottlenecks, assisting in change management, knowledge sharing, and fostering a continuous improvement culture.• Facilitated the onboarding and training program with class sizes ranging from 1-20 new hires. This program included role playing, classroom presentations and exercises. I implemented a structured roadmap to this program, which was successful in cutting cost by having the agents ready to perform their role a week earlier. This structured roadmap also proved to increase new hires overall productivity and set proper expectations.• Project lead in developing and implementing plan for call monitoring software. This plan included creating a logical rollout schedule, user job aids and call evaluation guidelines.• Managed and evaluated each new agent’s performance using call and screen monitoring software. Gathered and analyzed data to identify performance gaps and mentor new hires in one on one coaching sessions• Interviewed candidates to hire for long term and short-term success.

• Supervised the activities committee for various in and out of office team building events.• Resolved complaints, processed orders, and complete various administrative projects. • Active member of the customer care new hire training team.• Acquired detailed knowledge of the product and policies of the company so as to provide excellent customer service.• Successful in generating additional revenue by cross-selling.