Management Customer Service
Resume:
Barbara Harrison
**** ****** **** ****, **********, VA 22191
703-***-****; abkosy@r.postjobfree.com
Management and Program Analyst with more than 20 years of Federal
experience
SUMMARY OF KNOWLEDGE AND SKILLS
. Process Improvement
. Strategic Planning
. Internal Review of Operations
. Training Development and Presentation
. Plan of Action and Milestones
. Business Requirements
. Change Management
. Conflict Management
. Team Skills
. Performance Measures
. Quality Improvement
. Workload Analysis
. Team Leader
. Risk Assessment and Mitigation
. Cross-functional Projects
. Customer Surveys
. Business Process Reengineering
. Cost Benefit Analysis
. Group Facilitation
. Interviewing
. Data Analysis
. Reports Management
. Proofreading and Editing
. Freedom of Information Act Manager
PROFESSIONAL EXPERIENCE
Senior Consultant, Strategic Planning 07/2009
to 01/2010
imSolutions, llc Woodbridge,
VA
Small consulting firm supporting operations of federal agencies. Supported
U.S. Marine Corps, Ground Transportation Engineer Systems Directorate,
Quantico, with strategic planning initiatives. Briefed program managers
and staff on strategic planning process; developed, administered, and
analyzed workforce and customer/stakeholder questionnaires for
environmental scan; facilitated and documented goal team meetings; reviewed
existing policies and procedures; interviewed personnel regarding
operations; reviewed and analyzed data to identify deficiencies; prepared
statistics; developed balanced scorecard; and facilitated strategic
planning to guide teams in developing mission, vision, core values, goals,
objectives, action items, and metrics. Planned and facilitated strategic
planning off-sites for two program managers.
Management and Program Analyst, GS-0343-14 01/2008
to 09/2008
Department of Homeland Security, US Citizenship and Immigration Services
(USCIS)
Office of Security and Integrity, Internal Review Division
Washington, DC 20529
Tasked to provide an independent assessment of proper application, policy,
and internal controls USCIS-wide. Communicated with Headquarters and field
offices to identify, assess, and mitigate risks. Improved methods and
procedures used to produce work products. Oversaw the development of
technical data, estimates, statistics, and other information to determine
goals and objectives. Identified and implemented internal controls. Set
priorities. Briefed senior leadership on findings and proposed
recommendations. Led internal review to improve accountability of vital
applicant records.
Program Analyst, GS-0343-14 02/2005 to
01/2008
Department of Homeland Security, US-VISIT
Arlington, VA 22209
Organization responsible for immigration and border management system that
collects and analyzes biometric data to help deter terrorists and secure
the United States borders.
Established, implemented, and monitored Freedom of Information Act (FOIA)
Program for US-VISIT. Recorded receipt and status of requests in electronic
tracking system. Determined and monitored deadlines. Reviewed
documentation and applied exemption criteria for proper release of
information to the public. Prepared responses, redacting information as
required and identifying exemptions. Cleared released information through
legal. Determined appropriate fees and clarified and negotiated scope with
requesters. Coordinated joint responses with other components and Federal
agencies. Prepared mandated FOIA reports. Developed and provided training
to the US-VISIT leadership and staff. Performed surveys, studies, and
evaluations to measure and improve FOIA operations and results. Supervised
contracted FOIA Specialist. Decreased median number of days for FOIA
requests pending for FY05 from 70 to 31 in FY06. As Acting Privacy
Officer, oversaw work of five contracted privacy team members. Reviewed,
evaluated, and analyzed policy and procedures to ensure compliance with
laws and regulations. Analyzed and evaluated the effectiveness of
operations in meeting established goals and objectives. Evaluated program
objectives. Analyzed work procedures and business processes to increase
efficiency and accountability. Collected, reviewed, and analyzed
documentation to align projects to mission and strategic plan. Developed
mitigations for identified risks. Coordinated and resolved issues with
stakeholders.
Management Analyst, GS-0343-13 04/2003
to 02/2005
Department of Homeland Security, Immigration and Customs Enforcement (ICE)
Office of Professional Responsibility, Management Inspections Division
Washington, DC 20536
During transition of various Federal Government Offices into the Department
of Homeland Security, worked on a variety of projects. Highlights
included: Managed internal investigations database of alleged employee
misconduct and developed policy. Recommended restructuring the Personnel
Security function to streamline workflows, eliminate backlog, update
personnel security database system to better reflect needs of the
organization, and develop internal and external lines of communication.
Developed and implemented plan and timeline to reorganize 26,000+ personnel
security files in the File Room. Established an Operations Unit to
coordinate administrative functions. Chaired a working group charted to
reengineer the process for conducting internal operational reviews. Reduced
time for completing final report from 6 to 9 months to 1 month to 1
months.
Management Analyst (Team Leader), GS-0343-13 04/1999
to 03/2003
Department of Homeland Security
(formerly Department of Justice, Immigration and Naturalization Service)
Washington, DC 20356
Organization tasked with reviewing operations service-wide to ensure
compliance with laws and regulations, improve processes, and provide
excellent customer service. Knowledge of operational programs,
administrative processes, automated systems, and operating procedures.
Led six reviews consisting of 18 to 42 subject matter experts. Preplanned
reviews to include analyzing population, workload, demographics, and areas
of interest to determine locations and programs to be reviewed and
resources required to accomplish reviews. Coordinated and assigned
workload. Prepared and briefed findings and recommendations to senior
leadership.
Participated as a team leader in 23 reviews. Directed teams of 4 to 10
subject matter experts. Resolved problems/issues including availability of
required materials and personality conflicts. Prepared report based on
input from the team and incorporating senior leadership comments.
Identified need to update policies and briefed senior leadership to
initiate change.
Management Analyst, GS-0343-12 10/1992
to 04/1999
Department of the Navy, Headquarters, U.S. Marine Corps (HQMC)
Administrative Resource Management
Washington, DC 20380
Directed efforts of HQMC staff to develop better business practices, find
innovative solutions to complex problems, and enhance teamwork and group
productivity. Guided and facilitated strategic plans, goals and objectives,
plans of action and milestones, and implementation plans for five major
divisions. Developed balanced scorecards to measure and monitor goals and
objectives. Facilitated teams conducting business process reengineering.
Educated staff and promoted change to organization, processes, and
environment. Developed quality improvement training materials and
instructed 30+ classes. Created and implemented study plans for efficiency
reviews and management studies. Identified vulnerable areas and developed
internal management controls. Acted as Reports Manager and assisted with
other records management issues.
EDUCATION
Associates Degree, Business Management, Northern Virginia Community
College, Alexandria, VA
REFERENCES
Charlene Bell-McKinley Former Coworker/Friend
Paul Rosenberg Former Coworker/Friend
Steve Yonkers Former Supervisor
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