Analyzes current Technical and Quality (TQ) business environment, cross process policy, procedure and functional processes. Interprets intent of governing documents, and performs complex studies of policies, procedures and programs including their functional and system implementation for effectiveness and develops proposals for new or revised process improvements and system change request. Identifies required system changes resulting from new process, procedure or policy requirements and develops System Change Request (SCR) based on results from conducting exploratory studies and surveys that involve a wide range of agency outputs that include intermediate and long-term research, reports and indicators. Evaluates system logic, compares system functional design requirements, as well as analyzes a wide range of technologies and agency software programs that are dependent on data transfer from other systems. Synthesizes large volumes of complex information and provides guidance or advice through verbal and written presentations to process owners, senior management executives, and subject-matter specialists throughout the enterprise in a clear, concise and compelling manner. Communicates enterprise-wide key performance indicators (KPI) trends to leadership, Process Owners, and other Process Management team members. Provides guidance, training and assistance to process area associates in the interpretation and application of TQ policies and procedures. Presents briefings to organizations internal and external to DLA. Presents policy and procedure changes to council members, participates in Continuous Process Improvement events to resolve specific issues. Provides training on relevant process, policy or procedural changes to the TQ process area orally to the TQ product specialist community, lead small group discussions, and provided detailed correspondence. Creates and updates required changes to policy, job aids, process guides and desk guides.

*Responsible for planning, organizing, coordinating, directing and integrating operations for all staff and contractors. Ensured plans, policies and procedures reflected proper consideration of higher level initiatives and management control. Developed database to maintain records that provided for the proper evaluation, control and documentation of assigned activities. Prepared and directed written correspondence, reports, procedures and policies. Responsible for life cycle management and logistics support for geothermal installations, to include creating maintenance schedule, overhaul planning, provisioning of repair parts equipment, coordination of support equipment, configuration management concepts for integrating multiple green energy systems to ensure customer is supported through the full life cycle of their system. * Expanded customer base and sales territory from central Ohio to cover North and South Carolina, Georgia, West Virginia, Kentucky and Michigan.*Restructure and streamline all internal processes and implemented procedural changes to improve operations.* Effectively communicate with all levels of management, staff, clients and vendors. * Educated, trained and instructed hundreds of clients as well as employees and contractors on green initiatives, processes and procedures.

Provided expert information systems support to the Seventh Fleet, ships in Sasebo, and over sixteen shore commands in Japan which includes, 11 shore commands, 18 shipboards and 4 high ranking officers’ residential classified point-to-point circuits connectivity. Strategic focus on customer support and service was the main priority. Provided Systems/Network customer service support for 3500+ clients utilizing Windows XP, 2000, and NT4.0 workstations, in a Windows NT Domain for Japan Regional Base Area Network. Remote installation of various software packages including, Microsoft 2000, 2003 Office Suite, Oracle 9i Client Edition, Adobe Acrobat Writer 6.0, and various government specific software. Provided instructional training and coaching of 9 contractors, 5 military personnel and 3 Japanese nationals in resolving technical computer/network issues for customers and proper customer service techniques. Generated and provided monthly metrics when required for the Helpdesk based on the total number of tickets created, resolved, phone calls answered, and abandoned to evaluate program effectiveness and performance monitoring with the goals of the quality information assurance program. Analyzed, trends data, and issued monthly and annual reports, briefed command on findings, provided corrective actions and solutions for implementation. Followed up on implementation of corrective actions to ensure customer satisfaction and process improvement. Identified and assisted in root cause analysis and the resolution of compliance deficiencies. Assumed roles of greater responsibility by substituting for Enterprise Service Desk Supervisor and team lead during extended absences. Translated Japanese client software process issues into English for Service Desk Technicians to easily troubleshoot computer and software issues.