Manager, Analyst, Writer - Information, Communication, Policy

Flexible, active professional seeks unique opportunity in managing, analyzing program, process strategy functions toward enterprise

and compliance solutions. Extensive history in operational data gathering for government and business IT, HR requirements/process

solution needs. Multitasking, program direction experience; variety of process improvement and research techniques to determine

product deliverable methods. Proficient with identifying, interpreting and translating source/target data from lines of business

collaboration into various procedural materials for process transparency.

Military career veteran with diversified experience in managing, leading and training staff; direction exceeded customer and external

stakeholder support objectives. Seasoned adviser; performed liaison, onboarding, information, and HR operation duties in assignments

worldwide. Content management efforts revitalized existing and authored new program policies.

WORK EXPERIENCE

Business Writer, Analyst - Consultant (Short Term Contract - Millennium Group)

November 2012 to December 2012

Headquarters, United Services Automobile Association (USAA), San Antonio, Texas

* Policy writer, analyst for governance, compliance project; produced long term data solutions with limited resource access.

* Analyzed application system errors, outlined coding remedies, identified new program SMEs; deliverables verified 1500 + data

dictionary variable inclusions; additional documentation supported practice utilization goals across the enterprise.

* Detailed data source flow; guidance aided high level program transparency for regulatory audits and business continuity.

Technical Writer, Analyst- Consultant (Short Term Contract - Robert Half Intl.)

August 2012 to October 2012

Headquarters, Security Service Federal Credit Union, San Antonio, Texas

* Liaison among application users, quality testers, and development staff; built, edited materials and use case requirements.

* UI strategy team member; filled Business Analyst role; coordinated control remedies via release cycle implementation.

* Collaborated application response issues with call and service center managers; facilitated high level impact development priorities

for QA testing, installation phases; enhancement increased user interface system functionality by 50 percent.

* Initiated standard procedure documentation, ensured new Business Analyst was current on business trends in conjunction with quality

assurance, testing, and implementation staffs; effort improved inbound staff support focus by 60 percent.

Technical Writer, Editor- Consultant (Short Term Contract - TEKSystems)

March 2012 to August 2012

Air Force Center for Engineering and the Environment (AFCEE), San Antonio, Texas

Prepared, proofread, edited, archived technical documents and templates for military field operating agency via Department of Defense

(DoD) Information Assurance Certification and Accreditation Process (DIACAP) and other compliance guidelines.

* Created, modified, and converted various graphic images, flow charts, text and diagrams for artifact document inclusion.

* Researched, developed, verified and wrote content for printed manuals, documentation and supporting materials; outlined

implementation, service continuity to system procedures for software, hardware, and web application systems.

* Performed system functionality and product technology interviews with programmers, engineers, developers, administrators,

Information Assurance Managers; work enhanced security control and system behavior transparency.

Supervisor, Back Office Customer Service Teams - Corporate Liaison

February 2011 to February 2012

Xerox (formerly Affiliated Computer Services), San Antonio, Texas

Client and process solution liaison for business process outsourcing and Fortune 500 Retail Company. Direct and virtual team manager

up to 42 call center agents. Escalation, technical analyst; directed inquiries, proposed staff solutions, issued team tasks via

ticketing systems. Led business manager investigations. Solved corporate Better Business Bureau, CEO- based inquires. Workflow

coordinator; distributes various inbound call queues to staff availability. Trained various teams, supervisors in customer response

techniques. Managed, guided solutions, servicing 47M customers, 610 facilities, 100K staff.

* Incorporated corporate knowledge database changes; actions enhanced information retrieval experience by 40 percent to 72 center

staff users; analysis influenced web content improvement, staff quality ratings, and future center training.

* Utilized, trained staff on seven Web application systems; navigation method techniques enforced data security practices.

* Awarded Employee of the Week; handpicked out of 60+ staff to manage two teams; completed retail high season tempo.

Functional Analyst, National Liaison - Human Resource Operations

September 2005 to April 2011

United States Military Delegation, Casteau, Belgium

Liaison, functional analyst, technical writer for the Pentagon's military national workforce Directorate. SME in location to over 500

local, 2,500 staff positions/skillset requirements; supported North Atlantic Treaty Organization (NATO) contingency, peacetime,

humanitarian operational commitments. Advised C-Level staff on projected/current staff strength in various countries. Served as U.S.

SME/policy advisor for international awards and honors. Interpreted, revised, coordinated, distributed legal and binding policies to

Armed Force Headquarters; established eligibility criteria, submission procedure transparency. Information system point of contact.

Designed, distributed weekly newsletter, serviced community of 430.

* Screened, interviewed 300 staff for sensitive NATO billets; kept retention rate under 93 percent amid high turnovers.

* Authored, published divisional job descriptions; aided foreign staffs; effort ensured accuracy for national hiring practices.

* International award policy adviser; closed 1500 inquiries; developed U.S. Armed Force criteria; verified 50K staff eligibility.

* Received five Annual and Quarterly awards in position for domestic, international program and community development.

Information System and Executive Services Manager

January 2004 to September 2005

NATO Airborne Early Warning and Control, Casteau, Belgium

Managed executive, administrative, and office information system staff for the Director's oversight with the 2, 500 US and NATO 28

nation- based employees. Technical analyst and Intranet Content Manager; structured, wrote executive technical assessments involving

surveillance aircraft capabilities and support. Authored multimedia presentations, templates and agendas. Facilitated promotion

boards, wrote award and performance evaluations. Controlled NATO registry distribution. Safeguarded classified documents, materials.

Managed Senior Director's calendar, daily schedules, and foreign national visits.

* IT systems consult; influenced agency upgrade and backup policy; analysis improved data flow by 60 percent.

* Received Quarterly employee award for leading program sustainability, divisional and community support.

Knowledge Operations Manager

July 1999 to January 2004

The Air Force Inspector General, Senior Officials Inquiries Directorate, Washington, District of Columbia

Web content, IT, office support manager to ten appointed investigators handling high profile senior military and civilian inquiries,

servicing Air Force facilities worldwide. Analyzed, developed, implemented, enforced business policy initiatives and directives.

Edited, controlled and archived 400 complaint analysis, congressional inquiries, investigations, and equal opportunity violation

materials. Coordinated investigative summaries through legal divisions for appropriate actions. Processed 830 senior official

background checks via FBI coordination for candidate nomination boards; actions affecting U.S. Senate confirmation decisions toward

C-Level assignments and promotions.

* Webmaster for IG Directorate; built intranet departmental page for quick document retrieval system; inventoried over 600 case

studies, multimedia, and templates; initialized and captured continuity for agency administrative programs.

* Created digital audio- based investigation processing, produced continuity manuals; creativity saved 10K in program costs.

COMPUTER, OFFICE AUTOMATION, INFORMATION SERVICE SKILLS

* Adobe: Adobe Acrobat Professional (staff trainer), Photoshop, Dreamweaver

* Microsoft: Dynamics CRM, Word, Excel, Access, PowerPoint, Publisher, Visio

* Open Source: Mozilla Firefox; Google Chrome, Amaya (Robohelp equivalent)

* Business Application: Citrix (ATG, various applications) Verint, MTRACKS, CSC, eJMAPS, Avaya CMS

* Programming Language: JavaScript, Java, SAS, SQL (Coursework, code interpretation experience)

* Compliance policy familiarity: NIST, ISO, FISMA, HIPAA, GLBA, Privacy Act, Freedom of Information Act

VOCATIONAL TRAINING

* Department of Defense Information Assurance Certification and Accreditation Process (DIACAP).

NOTE: Attended 2003 DITSCAP course, Washington, DC (Pentagon, via Business Contract) - 2012

* Civilian, Military Human Resource Management/Facility Service Courses, United States Air Force - 2010

* Information Assurance Security Officer Training Course, United States Army via Business Contract - 2009

* Records and Document Management Training, United States Air Force( two year recurring training) - 2008

* Microsoft Office 2007 and SharePoint Integration, United States Army via Business Contract - 2007

EDUCATION AND CREDENTIALS

* United States Active Secret Clearance (Valid until 2018; Top Secret current until 2013)

* Microsoft System Administrator Certificate of Completion, Central Texas College, Killeen, TX - 2010

* Bachelor of Science, Information Systems Management, University of Maryland University College, Adelphi, MD - 2009

* Associate of Applied Sciences, Computer Studies, University of Maryland University College, Adelphi, MD - 2009

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