Timothea Hudson Email and Phone Number

 Responsible for managing the performance and service delivery of all NOAALink contract awards. Establish and maintain customer relations with NOAALink Program Office, NOAA Line Offices, Task Monitors, subcontractors, and ERT employees. Managed 30 NOAALink Task Orders with over 150 employees. Responsible for project-level activity to ensure that the overall program goals exceed the customer’s needs. Monitor contract performance objectives, deliverables, and Service Level Agreements. Maintain 95% exceptional CPAR rating over all task orders. Ensure that contract performance meets all Federal Guidelines and Regulations. Monitor cost, schedule, performance, and task deliverables.  Responsible for implementing the ERT Quality Assurance Plan on all NOAALink Awards. Perform monthly quality assurance monitoring and reporting.  Provide customer reporting of quality matrix and key performance indicators. Monitor and control project scope.  Implement change management processes across all NOAALink tasks.  Monitor and mitigate risk. Seek out opportunities for improvement. Support ERT business development activities. Determine new business opportunities through organic pipelines. Establish new customer relations to identify new opportunities.  Provide support to NOAALink customers for the development of Statement(s) of Work, level of effort determinations, Subject Matter Expert requirements, and NOAALink labor category assignments.  Support contract activities, including reviewing Statements of Work, coordinating subcontractor agreements, determining contract staffing requirements, and approving contract spend plans.  Day-to-day management of staff members, including various IT professionals, Project Managers, IT Security Specialist, Web Developers, Database Administrators, Network Engineer, System Administrators, and IT Support Specialist.  Perform staff onboarding, process personnel reports, approve timesheets, and coordinate travel.

 Managed the performance and service delivery of NOAALink task orders for multiple line offices.  Performed project-level planning and oversight to ensure that the overall program goals exceed the customer’s expectations.  Monitored contract performance objectives, deliverables, and Service Level Agreements (SLAs).  Ensured that contract performance meets all Federal Guidelines and Regulations. Monitor cost, schedule, performance, and task deliverables.  Implements ERT Quality Assurance Plan on all NOAALink Task Orders.  Performed monthly quality assurance monitoring and reporting.  Provided customer reporting of quality matrix and key performance indicators.  Monitored and controlled project scope. Implemented change management processes across all NOAALink tasks.

 Managed the day-to-day operations of the CITS (Common IT Services) Call Center Staff. CITS call center provides support for network support, desktop management, conference room scheduling, audio/visual management, cable management, PBX support, and inventory management.  Ensured validity and technical accuracy of acquired equipment and services as planned. Prepared purchase agreements and statements of work for the procurement of equipment and services. Developed call center operational procedures. Monitored call center SLA performance. Produced ad hoc reporting for network services, desktop support, and call center operations.  Produced contract status reports. Developed a detailed help desk cost and resource plan.  Developed and improved help desk processes, procedures, and software tools. Ensured that the call center was properly staffed to handle call volume.  Ensured that call center response times were met during required service hours. Monitored list of VIP users for priority services.  Maintained and improved call center and desktop support operations, including procedures, user training, communications, infrastructure, trouble ticket software, and databases.  Maintained and collected data of customer satisfaction for call center responses.  Participated as a key member of the NOAA Satellite Operations Facility (NSOF) Admin LAN Security Assessment Team and the CITS Change Control Board. Reviewed change and configuration requests. Provided technical impact assessment.  Maintained, improved, and analyzed HEAT (the call center ticket tracking system) for calculating help desk SLA (call answering, trouble ticket disposition time, and response time for correcting problem).  Managed special projects for Desktop Support Services, including user moves, equipment refresh, workstation migrations, and other special projects to support network services activities.

 Managed daily operations of the CITS (Common IT Services) Call Center Staff. Provided network support, desktop management, conference room scheduling, audio/visual management, cable management, PBX support, and inventory management.  Responsible for keeping track of open help desk calls, assigning help desk calls, and ensuring that calls we completed in a timely fashion. Followed up with customers to ensure appropriate resolution. Created a variety of technical bulletins and training materials. Provided classroom and deskside training.

 Provided National Weather Service (NWS) customers with access to the National Transition Database through desktop or Web access. Responsible for installing, monitoring, and maintaining Oracle Client for Windows, Oracle Client for Windows 95, Personal Oracle 8, Oracle Client tools, and Seagate Crystal Info software on workstations and network server.  Performed administrative functions such as granting network access, setting up user accounts, setting up security for groups, folders, and reports, and scheduling reports generation.  Assisted internal users with operation and troubleshooting of computers in order to maintain a smooth workflow. Re-searched and tested all software for Year 2000 compliance.  Assisted clients and co-workers with other software such as PowerPoint, WordPerfect, Excel, and Netscape.