Robin M. Email & Phone Number

Reston, Virginia, United States

Kearneysville, West Virginia, United States

•Delivered cost effective, secure, and highly reliable computing, server and mainframe services for all IRS business entities and taxpayers. Directed systems and physical security for two Level 5 data centers and 10 campuses. Supervised over 2000 employees and 300 contractors through 12 Executive Directors.•Delivered cost effective, secure, and highly reliable computing, server and mainframe services forall IRS business entities and taxpayers. Directed systems and physical security for… Show more •Delivered cost effective, secure, and highly reliable computing, server and mainframe services for all IRS business entities and taxpayers. Directed systems and physical security for two Level 5 data centers and 10 campuses. Supervised over 2000 employees and 300 contractors through 12 Executive Directors.•Delivered cost effective, secure, and highly reliable computing, server and mainframe services forall IRS business entities and taxpayers. Directed systems and physical security for two Level 5 datacenters and 10 campuses. Supervised over 2000 employees and a budget of $500M.•Led the execution for all facets of IT operations, including internal on-premises and cloud-portalsystems that support the tax submissions and enforcement services to handle $200 million tax returnsannually.• Oversee the incident and event management processes and lead an array of IT operations andservice delivery management and introduced standards, procedures, practices, and controls forenterprise information systems.•As we implement the Inflation Reduction Act (IRA) infinitives, leading the change to 'TransformingOperations' to accelerate capability delivery to our customers by creating an infrastructure environment.and set of standardized platform services that are stable, secure, and automated to enable self-serviceinfrastructure needs and data-driven spend decisions. •IRS Executive sponsor of M365. Implemented this cloud-based solution IRS-wide which helped tostreamline collaboration and accelerate productivity of over 80,000 IRS employees. Integrated into aplatform using Exchange Online, Teams, OneDrive and SharePoint Online. Show less

Kearneysville, West Virginia, United States

•Oversee a portfolio of technology and services that enables and enhances IRS's communication,collaboration, and business capabilities.•Provide oversight and standard setting for end-user hardware and software and manage and deliveredthe architecture, design and engineering of the IRS network infrastructure setting.•Deliver Enterprise Service Desk and Desk Side IT support to over 80,000 IRS employees.•Executive leadership over one of the largest Contact Centers in the… Show more •Oversee a portfolio of technology and services that enables and enhances IRS's communication,collaboration, and business capabilities.•Provide oversight and standard setting for end-user hardware and software and manage and deliveredthe architecture, design and engineering of the IRS network infrastructure setting.•Deliver Enterprise Service Desk and Desk Side IT support to over 80,000 IRS employees.•Executive leadership over one of the largest Contact Centers in the Federal Government, servingtaxpayers though live assistance and self-service options, meeting the taxpayer on their channel ofchoice. Show less

Kearneysville, West Virginia

•Provide Executive leadership 24/7-hour support to the IRS Martinsburg and Memphis Data Centersmaintaining IBM and Unisys Mainframe platforms and over 12,000 physical and virtual servers on Linux,Solaris, and Windows platforms with a staff of 600 federal and 200 contractor personnel.•Optimized data center operations through business process re-engineering, coupled with theintegration of standardized tools and the automation of computer operations.•Accountable for the… Show more •Provide Executive leadership 24/7-hour support to the IRS Martinsburg and Memphis Data Centersmaintaining IBM and Unisys Mainframe platforms and over 12,000 physical and virtual servers on Linux,Solaris, and Windows platforms with a staff of 600 federal and 200 contractor personnel.•Optimized data center operations through business process re-engineering, coupled with theintegration of standardized tools and the automation of computer operations.•Accountable for the performance and service level availability of data centers, mainframes, storage,and servers. Show less

New Carrollton, Md

• Specialize in providing software development solutions for the IRS’s financial, administrative, security,travel, and human resources customers. Executive over a directorate of 300 federal and 150 contractemployees• Led the complex $10M software upgrade of the Integrated Financial System to SAP, the IRS's coreadministrative financial system used for budget, payroll, accounts payable/receivable, general ledgerfunctions and financial reporting of the IRS's $12B in operating… Show more • Specialize in providing software development solutions for the IRS’s financial, administrative, security,travel, and human resources customers. Executive over a directorate of 300 federal and 150 contractemployees• Led the complex $10M software upgrade of the Integrated Financial System to SAP, the IRS's coreadministrative financial system used for budget, payroll, accounts payable/receivable, general ledgerfunctions and financial reporting of the IRS's $12B in operating funds.• Led the upgrade of one of the oldest versions of SAP software in use by the Federal Government tothe latest version, in less than a year, on schedule and 2% below budget projections.• Lead several IRS cross-functional working groups to identify and remediate at-risk information securitycontrol areas in finance and procurement resulting in the removal of an IRS long-standing IT FinancialMaterial Weakness.• I deliver the yearly tax updates for all applications on the IRS custodial financial system whichsuccessfully collects about $2.4 trillion in federal tax payments, processes hundreds of millions of taxand information returns, and refunded almost $416 billion in refunds to taxpayers. Show less

Atlanta Metropolitan Area

• Provided executive leadership for day-to-day IT operations of contact center for 26 high volume, IRScontact centers which received over 225M calls annually and supported over 12,000 Customer ServiceRepresentatives• Led the implementation of Customer Voice Portal (CVP) and Cisco Unified Intelligent ContactManagement (ICM) technologies. This aggressive one-year implementation resulted in reducingcontingencies (less than optimal call treatment) for callers by 82% and caller… Show more • Provided executive leadership for day-to-day IT operations of contact center for 26 high volume, IRScontact centers which received over 225M calls annually and supported over 12,000 Customer ServiceRepresentatives• Led the implementation of Customer Voice Portal (CVP) and Cisco Unified Intelligent ContactManagement (ICM) technologies. This aggressive one-year implementation resulted in reducingcontingencies (less than optimal call treatment) for callers by 82% and caller Queue Failures by 89%,improving the Taxpayer's overall customers’ experience with IRS Toll-free Service. Received theTechnology Managers Forum's (TechForum) Best Practice Award for Technology Innovation – the firstfederal agency to receive the award and the IRS's Chief Technology Officer Award in recognition ofthese accomplishments.• Implemented Contact Center Environment (CCE) Optimization, a total rewrite of call center scriptingto compliment business process reengineering initiatives. This resulted in standardized developmentprocesses through the use of reusable and modular coding practices and streamlined project deliveryprocesses requiring 44% fewer programming resources needed to customer requirements & 24%reduction in system hardware configuration required Show less

• Directed 24X7 Level 2 and 3 operations support for computer center operations: large scale (17Mainframes), mid-range (600+ Unix/Oracle, 2000+ Wintel Servers) and IT Infrastructure with a staff of350 employees and contractors and oversight and approval for $135M of operations and maintenancecosts.• Led technology refresh efforts aged IBM mainframes, server and storage systems.• Delivered web farm infrastructure for both development and production environments of… Show more • Directed 24X7 Level 2 and 3 operations support for computer center operations: large scale (17Mainframes), mid-range (600+ Unix/Oracle, 2000+ Wintel Servers) and IT Infrastructure with a staff of350 employees and contractors and oversight and approval for $135M of operations and maintenancecosts.• Led technology refresh efforts aged IBM mainframes, server and storage systems.• Delivered web farm infrastructure for both development and production environments of taxprocessing systems and web-enabled e-Business initiatives.• During a massive reorganization, employed effective organizational design techniques, leadershipcoaching, budget negotiations and unique redesign techniques to deliver the new approach to deliveringthe Enterprise Operations' Most Effective Organization model. This involved the downsizing of allcampus’ employees and systems and either their movement into the computing centers or face aReduction-in-Force (RIF). Show less

Washington D.C. Metro Area

Business liaison between Appeals and IT organization for the Business’ IT requirements.• Developed and implemented formal project management disciplines across the organization resultingin the development of the first Appeals Governance Program, and implementation of Risk Managementand Configuration Change Control Boards.• Implemented the standard use of centralized document repositories. Implemented the E-Case project,first electronic case file system, eliminating manual… Show more Business liaison between Appeals and IT organization for the Business’ IT requirements.• Developed and implemented formal project management disciplines across the organization resultingin the development of the first Appeals Governance Program, and implementation of Risk Managementand Configuration Change Control Boards.• Implemented the standard use of centralized document repositories. Implemented the E-Case project,first electronic case file system, eliminating manual “carding in” by employees Show less

Washington D.C. Metro Area

Accountable for all System Accessibility Testing (SAT) of IRS developed code before it went to production; Provided leadership over day-to-day operations and test data for the IRS Integration and Test Control Center (ITCC) Facilities for SAT, Final Integration Test (FIT) and Modernization Testers for over 30 different test teams. Directed the activities of over 150 federal and contractor testers and managed multi-million-dollar contracts for test support.As the Program Director of Final… Show more Accountable for all System Accessibility Testing (SAT) of IRS developed code before it went to production; Provided leadership over day-to-day operations and test data for the IRS Integration and Test Control Center (ITCC) Facilities for SAT, Final Integration Test (FIT) and Modernization Testers for over 30 different test teams. Directed the activities of over 150 federal and contractor testers and managed multi-million-dollar contracts for test support.As the Program Director of Final Integration Test (FIT), directed the end-2-end integration testing of the top 74 mission critical Applications prior to their Filing Season production implementation. Verified business system program solutions integration across the organization and validated that the tax processing system released to production each January inter-operates correctly. Technical Advisor to Business Modernization Office in support of the design and development of the first Modernization independent test environment - Enterprise Integration Environment. Show less

Washington D.C. Metro Area

One of the principals in the establishment of the IRS's first independent test facilities, the Integration, Test and Control Center (ITCC). Led the stand up and build out of the 10,000 square foot test facilities and developed, purchased and installed the test infrastructure and operations. Devised policies and procedures for all system operations, resource and asset acquisition and management, internal design reviews, and budget controls. Conducted numerous top-level and executive briefings… Show more One of the principals in the establishment of the IRS's first independent test facilities, the Integration, Test and Control Center (ITCC). Led the stand up and build out of the 10,000 square foot test facilities and developed, purchased and installed the test infrastructure and operations. Devised policies and procedures for all system operations, resource and asset acquisition and management, internal design reviews, and budget controls. Conducted numerous top-level and executive briefings for officials both within and outside the IRS to successfully advocate and market the objectives and value of the ITCC to obtain funding for the establishment of the center. Implemented consistent source code control tools, processes, and procedures across the agency and established the ITCC as the overall “gatekeeper” to control and approve tax processing applications released for testing and production. Supported the establishment of the Service’s ClearCase Source Code repository and mainframe source code tools leading to the improvement of configuration management in the Service. Show less

Various roles in both the IRS and Department of Energy. While at Energy, I held a Top-Secret Q Clearance.

Bachelor Of Fine Arts (Bfa)

Masters Certificate, It Project Management

Certified Senior Executive Service (Ses)

Graduate Of The Senior Executive Service Candidate Development Program