Contract position at Food and Drug Administration (FDA), Silver Spring, MD.Provide the following services to FDA Digital Solution Partners (DSP):• Work with digital modernization and cybersecurity experts to develop and implement a security assessment documentation plan to ensure successful rollout of a secure, FISMA-compliant IT environment within the federal government.• Lead scrum and other Agile meetings for team.• Work closely with IT and security teams to ensure that all documentation aligns with FISMA requirements and standards.• Create clear and concise technical documentation including system configurations, installation procedures, security controls, and operational guidelines.• Collaborate with subject matter experts to map out technical processes and workflows, ensuring accurate representation in documentation.• Assist in conducting risk assessments and documenting risk mitigation strategies as they pertain to FISMA IT infrastructures.• Review existing documentation for accuracy, completeness, and compliance, updating as necessary.• Develop training materials and user guides to facilitate effective knowledge transfer and adherence to security protocols.• Stay abreast of changes in FISMA regulations, industry best practices, and emerging technologies to continuously improve documentation and processes.• Create, maintain, and publish templates, technical resources, blog posts, knowledge base articles/standard operating procedures, training materials, executive level briefings, policies, and other project documentation as needed.• Establish rapport and working relationships with clients, leadership executives, and subject matter experts.• Provide technical input, editorial support, and proofreading for communications materials and executive presentations.• Assume ownership of project tasks and serve as a lead for technical documentation.

Contract position at Federal Energy Regulatory Commission (FERC), Washington, DC. Provide the following services for the FERC Chief Information Officer Organization (CIOO):• Collect and interpret technical data or information and coordinate layout for publication. • Create and publish technical documentations and manuals.• Edit and perform quality assurance on high level FERC documents and presentations.• Manage and document multiple high-level projects using Azure DevOps.• Develop Information Technology transformation and training plans with the Agile Center of Excellence and electronic Project Management Organization (ePMO)• Develop risk management plan for all CIOO divisions and FERC Enterprise. Main point of contact for ePMO risk management.

At the Federal Bureau of Investigation’s Information Technology Branch, provided the following services:• Detected, diagnosed and resolved desktop and portable microcomputer software and hardware failures. • Provided information, guidance and instruction on use of desktop and portable microcomputer hardware and software. • PIV and NSS Card Distribution, resets and certificate updates. • Analyzed and assessed customers’ service requests and provided prompt technical solutions. • Conducted IT audits in compliance with policies governing the administration, utilization and acquisition of desktop and portable microcomputer products. • Provided on-site credentialing support to customers, as wll as PIV, RSA Tokens and user-name and log-in support. • Provided on-site technical support with mobile platforms, laptops and mobile communications devices. • Performed software patches and upgrades, cache and login updates. • Provided professional on-site IT consulting for IT related devices (computers, laptops and mobile phones) • Licensed and installed hardware and software.

At the U.S. Department of Commerce’s Bureau of Industry and Security (BIS), provided the following services:• Resolved hardware and software technical-support issues for customers via direct contact or remote support. • Assisted account creation and maintenance in Active Directory.• Provided professional and consistent assistance to users of Microsoft products .• Identifed and escalated service tickets to appropriate solver groups. • Checkpoint Endpoint security configurations VPN and monitored switches. • Deployed laptops for BIS users.• Deployed and configured iPhones with server application device manager and data and phone provider.• VNC Remote desktop support access for 500+ local and nationwide field offices for MS Office 2003, 2010 Pro, and Adobe Suites Pro.• Provided Citrix application support and desktop printing support.• Used Absolute Systems, Connect Now, appropriation and escalation methods, and other means to report problems and issue tickets.

At the U.S. Department of State’s Refugee Processing Center (RPC), provided the following services:• Quickly responded to and resolved IT, e-mail and phone-support requests from the Resettlement Support Centers (RSCs), Population, Refugees, and Migration (PRM), Department of Homeland Security (DHS), Resettlement Agencies (RAs) and other external and internal partners. • Followed and adhered to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs). • Utilized Help Desk trouble ticketing systems to effectively document, troubleshoot, and track inquiries or issues and met or exceeded team/contract Service Level Agreements (SLAs).•Reviewed application detailed designs for first-level analysis of issues reported by end users. Resolved reported issues at First Touch and escalated issues to appropriate teams for further analysis and resolution as required. • Provided timely/accurate written information in response to inquiries.• Exhibited exceptional attention to detail, organizational skills and ability to respond quickly and accurately to customer support situations.• Provided assistance on Worldwide Refugee Admissions Processing System (WRAPS) application functions to end users and other team members.• Utilized the WRAPS application for account administration activities, including creation of new account, and providing necessary security roles.• Utilized configuration-management tool to write software change requests for suggested enhancements to the application, and for defect notifications as required.• Maintained the Help Desk Knowledge Base.

At the Department of Homeland Security (DHS), provided the following services: • Maintained Country of Origin Information and other mission-critical documents for United States Citizenship and Immigration Services (USCIS) in the Virtual Library (EOS and SharePoint).• Maintained Department of Homeland Security’s Refugee Asylum and International Operations (RAIO) mission and projects (SharePoint).• Created new SharePoint libraries, sites and lists, and assisted DHS employees with SharePoint network problems.• Served as SharePoint instructor for DHS employees in Washington, DC and other offices.• Worked with RAIO contractors/DHS SharePoint facilitators on SharePoint projects.• Wrote training manuals on library procedures.• Assisted users of Virtual Library (Help Desk function).• Worked on cataloging/metadata and hardcopy collection maintenance.• Served as member of RAIO Enterprise Collaboration Network (ECN) Core Design Team, which included training, new projects, Personally Identifiable Information (PII) and information access.

At the United States Citizenship and Immigration Services library, provided the following services: • Managed database of sensitive material (some only accessible to DHS management).• Compiled and indexed country condition information (from human rights organizations, government agencies and news sources) for Refugee Asylum and International Operations Virtual Library (RAIOVL).• Assisted users of RAIOVL (Help Desk function).• Posted documents to the Virtual Library (Xerox DocuShare).• Posted communications memos from Asylum management to the Virtual Library.• Posted sensitive immigration fraud documents to the Virtual Library.• Cataloged Virtual Library and print collection materials.• Edited Asylum Officer training manuals.• Generate monthly Asylum statistics reports and posted to the Virtual Library.• Distributed Asylum/Immigration materials to national Asylum offices.

• Provided routine support for scientific researchers and general patrons of the research center.• Routinely provided demanding senior executives with critical, time-sensitive, deadline-driven information relating to company, competitors, industries and products. • Updated and developed Grace Columbia Library Interlan. • Created and maintained Grace Emergency Response Organization Interlan.• Routinely searched multiple sources, including Lexis-Nexis, Internet, Thompson/Dialog, Questel, Orbit, STN, Prism/OCLC, Dun & Bradstreet, Factiva, SciFinder, Micropatent, Profound, Hoovers, Science Direct and others.• Provided essential support for production of a daily competitive intelligence newsletter.• Trained employees in a variety of information systems and computer applications. • Collected and analyzed print and electronic material for inclusion into specialized corporate databases in support of specialized projects. • Obtained and collected general, scientific, financial and business information from online and manual sources for various company units globally, including corporate headquarters.• Routinely searched CD-ROM databases, including Espace, PatentView.