Project Management Customer Service

Gretchen Richards

Email: *********@********.***

Address: **** ****** ****** ****

City: Tucker

State: GA

Zip: 30084

Country: USA

Phone: 404-***-****

Skill Level: Management

Salary Range: $90,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Gretchen M. Richards

4125 Spring Meadow Road

Tucker, GA 30084

Phone: 770-***-****

Cell: 404-***-****

*********@********.***

EDUCATION

Ph.D., Education Leadership - Higher Education Aug 2012

Mercer University, Atlanta, GA

Concentrations: Counseling, Cyber Violent Acts, LGBT, Policy, Retention

M.S., Public Safety Leadership, Mercer University Dec 2008

Atlanta, GA

Concentrations: Public Safety, Emergency and Pandemic Planning, Cyber Crimes

Thesis: Two Year Degreed Homeland Security Academy Students' Perception of Criminal Justice

B.S, Criminal Justice, University of Houston-Downtown Dec 1990

Houston, TX

TEACHING AND RESEARCH INTERESTS

Emergency Response and Pandemic Plans Vulnerability Threat Assessments

Cyber Crimes and Cyber Violent Acts Report Writing and the Courtroom

Counter-Terrorism Measures Interpersonal Violence

Forensic Psychology Rapid Psychological First Aid

DISSERTATION

How Institutional and University Counseling Policies Effectively Respond to Cyber Violent Acts: A Multisite Case Study, submitted June 06, 2012.

The multisite qualitative case study compared the selected institutions` and counseling policies against the interviews of the Counseling Directors and Counselors assigned to the Lesbian, Gay, Bisexual, and Transgender (LGBT) student community. The study found members of the LGBT community used cyberspace to identify clandestine LGBT members. The "outed" community member experienced psychological stressors and in some cases physical trauma including attempted suicide that ultimately resulted in one or both LGBT members to leave the campus.

TEACHING EXPERIENCE

American Intercontinental University, Criminal Justice Adjunct Instructor Oct. 2012 - Present

CRJS 475 Cybercrimes

CRJS 472 Introduction to Biometrics

Tutor, Tift College of Education, Mercer University Aug 2009 - Present

Doctoral Level:

EDEL 811 Quantitative Methodologies

EDEL 812 Qualitative Methodologies

EDEL 813 Advanced Inferential Statistics

Doctoral Comprehensive Exam Review

Tutor, College of Continuing and Professional Studies, Mercer University May 2007 -May 2009

Masters Level:

PSLD 631 Cybercrime

PSLD 633 Budget Process

CRJS 632 Deviant Behavior

PSLD 606 Seminar on Terrorism

PSLD 701 Disaster Response: Preparation, Execution and Coordination

Adjunct Instructor, Criminal Justice at Chattahoochee Technical College Jan-Mar 2008

CRJU 1010 Introduction to Criminal Justice

UNIX Instructor, International and USA Centers, Hewlett Packard Feb 1996-Jun 1998

HP-UX Internals

HP-UX Systems Administration

HP-UX Core Dump Reading

HP-UX Logical Volumes

ServiceGuard

Computer Hardware and ECCO Instructor, Encore Systems Jun 1993-Jul 1995

Designed internal course for troubleshooting computer hardware

Trained employees how to dispatch service technicians out to repair systems

Trained employees and customers on new software releases

Curriculum Designer, Instructor, and Assistant Director, Barclay Schools Jan 1985- Sep 1990

Firearms

Self Defense

Interview and Interrogations

CPR

First Aid

Report Writing

Courtroom Demeanor

Investigations

PROFESSIONAL EXPERIENCE

Adjunct Instructor, American InterContinental University Oct 2012 - Present

Doctor Florence Ferguson, Criminal Justice Program Chair, 404-***-****

Atlanta, GA

Instructional Preparation

* Created curriculum, tests and instructor materials for CRJS 472 Introduction to Biometrics course

* Developed course outline and in-class labs for CRJS 475 Cybercrimes course

* Generated course assignments and grading inside online portal

* Review textbooks for Homeland Security Specialty courses

Class Management

* Counseled students regarding coursework, career and future educational decisions

* Designed slides and presentations on Biometrics

* Found and used non-working technology to teach students the infrastructure

* Arranged student observations during mock Emergency Incident Command and Pandemic Drills

Volunteer University/Hospital Pandemic Flu Committee, DCPH May 2010 - Present

Earl Lewis. DeKalb Co. Public Health SNS Program Assistant/Planner, 404-***-****

Decatur, GA

Strategic Planning

* Assess current recommendations for drill and role of Mercer University`s Closed Pod on campus

* Attended Strategic National Stockpile Policy Reviews and Closed POD Meetings at DCPH

* Recommended possible changes and methods to streamline processes

* Contributed in Pandemic Meetings at CDC

Project Management

* Participated at Open POD and Drive Through Mass Dispensing Mock Drills

* Arrived with police and first DCPH Representative to observe all aspects of drill

* Made notes in the course of the drills on processes that could be improved or enhanced

* Solicited external actors to participate in drill to provide a more realistic event

* Developed scenario that provided a cascading event

Policy Review

* Created detailed recommendations to enhance the distribution of medicines

* Researching possible biometric technology to assist in dispensing to 4000civilians /hour

* Assisted in identifying possible sites for walk-up and drive through sites for DCPH

* Review policies and procedures to modify or enhance documents for Mercer University or clients

* Debriefed DeKalb Public Health on mock Open POD pandemic drill by presenting a SWOT analysis with possible resolutions

Member, Violence Against Women Committee (VAW)/EOP Policy Review Nov 2010 - Present

Chief Bruce Holmes, Public Safety Director, University System of Georgia Board of Regents

Atlanta, GA

Strategic Planning

* Assessed and recommended policies on VAW on college campuses and criminal justice services

* Provided research using quantitative and qualitative methods to generate reports to leadership

* Aided evaluators in maintaining deadlines for EOP reviews of 31 public universities

* Deliberated on processes to streamline transferring criminal acts on campus to external criminal justice system

* Participated with team to fulfill grant requirements for Violence Against Women on Campus

Project Management

* Managed VAW Statewide Task Force meeting for USG

* Worked with participants: Judges, District Attorneys, Chief of Police, representatives from University Presidents` Offices, USG Vice Chancellor, Victim Advocates, Student Affairs professionals, and Mental Health counselors

* Requested EOP documents

* Notified and provided completed evaluations to institutions

Policy Review

* Transcribed, organized and disseminated data to 30 attendees

* Co-Authored report based on seven themes identified in the meeting with sub-themes

* Supplied administrative guidance, policy reviews, program analysis, and evaluation related to policy compatibility between USG and external criminal justice agencies to increase offender conviction rates

* Reviewed evaluators` assessments of Emergency Operating Plans against the university EOP

President, Spring Meadow Neighborhood Association Jan 2010 - Present

Elected Member, Ethel Bay Former President 770-***-****

Tucker, GA

Strategic Planning

* Worked with neighbors and attorney to develop home owner association laws

* Promoted new HOA to protect property values from undesirable land development

* Participated in Community Oriented Policing program for Chamblee-Tucker Cooridor

* Researched DeKalb County Planning and Sustainability ordinances

* Gathered information from teams concerning high density impact on surrounding communities

* Contacted RiversAlive and Chattahoochee River Keepers on restoring land lost due to increased storm water drainage through natural creek

* Updated original street lighting to current standards-subdivision is 50 years old

* Subdivision on list to have streets repaved after 30 years of neglect

* Attend meetings with commissioners, developers and other county officials to discuss development in the surrounding area

Project Management

* United neighborhoods to fight against high density development (HDP)

* Developed teams to gather information from schools, law enforcement, surrounding high density developments, Environmental Protection Department to develop arguments against HDP

* Presented compelling argument to Community Council, Planning and Sustainability, and Board of Commissioners winning every time

* Oversaw annual neighborhood picnics, funerals, and neighborhood meetings

* Work with HUD Representatives to close sales on neighborhood foreclosed properties

* Worked with school officials and police concerning dangerous issue involving middle school children

* Worked with advocates to have subdivision redrawn into Livsey Elementary School district

* Work with OneDekalb and EduKalb on initiatives for DeKalb County citizens

* Reduction of break-ins and thefts by revitalizing COPS program and working closely with police

Policy Review

* Studied Federal, State, and County traffic laws, storm water drainage, and cell tower ordinances

* Reviewed previous rulings on property under consideration

* Deliberated on the Georgia Zoning Laws to have proposed rulings denied

* Negotiated rerouting of storm water to larger retention pond and the closure of underground pipe from vacant property across from subdivision to protect future loss of land mass and property values to be completed by mid 2013

Part-Time Specialist, Apple Aug 2009 - Jan 2010

Apple Store Lenox Mall, Ben Davis, Assistant Store Manager, 404-***-****

Atlanta, GA

Sales

* Sold IMAC. MacBook, MacBook Pro, IPhone and IPods to various customers

* Helped customers in the selection of applications for scientific research

* Referred small business customers to Apple Business Solutions to streamline processes

* Assisted maintaining inventory on floors

Training

* Received certifications in Apple applications, hardware and other courses

* Instructed customers on Apple Features if Trainers were needed

* Assisted with Field Trips and training children on IWorks

Consultant, Mercer University Jan 2007 - Aug 2012

Student Affairs Departments, Education, Betsy Johnson, Director, 678-***-****

Atlanta, GA

Strategic Planning

* Analyzed and consulted with institutional leadership concerning DeKalb County University and Hospital Pandemic Flu Committee on H1N1pandemic Closed and Open POD preparedness and policy

* Evaluated and interpreted Federal regulations and requirements to meet information technology standards including HIPAA, FERPA, NIJ, OSHA, IACS, and other relevant federal, state, and local regulations, policies and procedures

* Prepared budget recommendations and explored applicable grants for funding

* Monitored, documented, and reported program implementation and progress, implementing corrections, modifying altering priorities or interim results

* Created and organized presentations, fast facts, policy review, policy research, technical papers, reports, and conducted tabletop and large-scale mock drills

* Participated in reviewing urgent care clinic and negotiations to provide services to students using student insurance

* Walked SWAT, Fire Department, DeKalb County Police and Homeland Security through campus and arranged for updated floor plans to be burned onto a CD and given to mobile command units and dispatch for preparation of potential threats on campus

Policy Review

* Researched and dissected complex, politically-sensitive and unique issues related

* Attended seminars, drills, and meetings concerning pandemics, emergency response, and recommended procedures during cataclysmic events

* Developed comprehensive program policies, complete with action plans, program measurements, chain of command, and milestones for safety and health initiatives

* Examined efficiencies of policies and made recommendations for future policy enhancement

* Restructured Emergency Response Plan

* Designed Pandemic, Continuity of Operations, and Mental Health policies

* Developed the Blood Born and Air Born pathogen policies for new course offering

Project Management & Training

* Proactive communications and collaborations with internal and external stakeholders including government executives, contractors, mental health and medical professionals, researchers, experts, and other state and local government public health and educational professionals

* Trained faculty, staff, and administration on new emergency response procedures and protocols

* Developed table-top and large scale mock drills to test new policies

* Organized Healthcare Career Fairs and On-Campus Interview Day for three years

* Served on Leadership Academy Committee finding keynote and presenters

* Worked on website design for Career Services and Leadership Academy in year 3 to accept Call for Proposals

* Assisted professors with technical issues in the classroom and with online courses

* Presented seminars on resume writing and interviewing techniques

* Worked on monthly budgets, talking points and other reports for administration

* Assisted students in resume writing, seeking internships and employment in Career Services

* Organized and prepared facilities for events, such as Educational Leadership Academy and Career Fairs, and tutoring doctoral students for Comprehensive Exams

* Assisted with graduations and oversaw the field at first consolidated graduation outside.

* Responded to emergencies on campus and assisted in finding restoration companies to repair damages

Sabbatical Mar 2004 - May 2007

Atlanta, GA

* Worked part-time for Elisabeth clothing store to off-set economic downturn

* Injured on the job

* Closed Technology Profit Solutions

* Provided recruiter assistance for displaced employees

* Changed career focus.

Consultant/Owner, Technology Profit Solutions Sep 1999 - Mar 2004

Owner/Consultant-Self Employed Gretchen Richards, 404-***-****

Dacula, GA

Strategic Planning and Policy

* Developed business and marketing plans and campaigns

* Conducted sales calls and scope of work contracts

* Marketed and branded company

* Attended Small Business Association meetings and seminars

* Achieved PRONET Membership

* Reviewed FAR policies and requirements for DOD contracts

* Developed policies for company and employees

* Received credits for being a Female, Native American Owned Small Business

* Researched Native American Heritage and obtained documents; have not gone before tribe to request the Certified Degree of Indian Blood (CDIB)

* Gathered requirements for combined business venture and for all aspects of the logistical portal for USAF

* Attended meetings with representatives from the military, prime contractors, and DISA on proposed infrastructure to be implemented to aid soldiers during wartime

* Attended seminars and meetings with EPA on new directives based on 9-11

Project Management

* Lead a project development team of engineers and other professionals to implement practical, effective solutions pertaining to various situations.

* Created solution for small business in specialty printing for labels used in cryogenic freezing

* Collaborated with DOD Prime on true triple encryption of data

* Facilitated conversations between wireless tablet manufacturers and DOD hardware hardening labs to determine resolution to protect computer technology in all theaters, weather, and other environments

* Consulted with global missionary ministry on wireless communications and devices to maintain contact with missionaries throughout the world

* Supervised the team in completion of integral infrastructure for the USAF Logistical Portal in support of war-related strategic planning

* Managed an engineering team working to provide a clean network and information during a security breach where the organization was being assaulted by an international hacking ring,

* Maintained close contact with clients, hackers, and appropriate authorities

* Apprehended hackers in obscure country with extradition treaty with United States

* Interviewed executive level representatives for Hewlett Packard and Citicorp, gathered information on infrastructure, financial data, and feasibility for a financial portal merger

* Developed and maintained strategic partnerships, which resulted in approximately $20M investment capital toward the development of new products

* Researched computer hardware, software, and networks for clients

* Negotiated purchases for clients

* Configured hardware, software and networks for clients

ACIS Director of Operations, Equifax Jul 1998 - Sep 1999

John Cummings, Supervisor-no longer with company

Atlanta, GA

Policy

* Fired employees due to infractions that included racial and sexual discrimination, swapping drug test samples, and acting irrationally toward a high-level executive.

* Reviewed contracts and policies with affiliates to ensure contractual obligations were met.

* Revised disaster recovery plans for ACIS (Credit Bureau Reporting Systems)

* Tested new disaster recovery policy

Project Management

* Lead the development and implementation of several important projects and programs,

* Initiated Data Center Business case to aid in stabilizing production environments,

* Negotiated $850K savings in hardware and maintenance costs.

* Implemented new disaster recovery plan that became 100% operational within a 24-hour period due to in house electrical fire

* Participated in a project dedicated to automation processes and audits with ACB, and various clients; effectively enhanced productivity and met all required government regulations

* Produced a $15.5M savings to the organization in a period of 13 months

* Conducted internal audit of computer systems with internal audit teams

* Implemented Affiliate proactive customer service program with weekly calls to determine if assistance was needed before a major issue arose

Program Manager/Instructor, Hewlett Packard Feb 1996 - Jun 1998

Director of SSSA/SSA Training, Russell Brooks-404-***-****

Atlanta, GA

* Managed a team of developers engaged in the evaluation of previously released HP products. Ensured compatibility with products prepared for market release.

* Simultaneously serviced approximately 150-200 high availability systems per month. These efforts resulted in an average of nearly 80% resolution within 2-4 hours and an increase of service revenue between 5-10%.

* Conduced negotiations that helped enforce a default clause of contract, which netted approximately $25K in refunds for the company.

* Directed the customization and implementation of a new training curriculum for employees at all levels throughout the Americas, Europe, and Asia for the UNIX and DML applications.

PRIOR POSITIONS HELD

UNIX Systems Administration to Management 1993 - 1996

Atlanta, GA

Private Security Consultant & Instructor 1983 - 1993

Houston, TX

TEACHING EXPERIENCE

American Intercontinental University, Criminal Justice Cyber Crime Instructor July 2012

Tutor, Tift College of Education and CCPS, Mercer University 2007-Present

Adjunct Instructor, Criminal Justice at Chattahoochee Technical College 2008

UNIX Instructor, International and USA Centers, Hewlett Packard 1996-1998

Computer Hardware and ECCO Instructor, Encore Systems 1993-1995

Curriculum Designer, Instructor and Assistant Director, Barclay Schools 1985-1998

PROFESSIONAL PRESENTATIONS

Confluence of Complexity, Chaos, and Victimization: Implications for Education. Paper presented at the Georgia Educational Research Association 36th Annual Meeting, Coastal Georgia Regional Center, Savannah, GA, October 21, 2011.

A Student`s Virtual Threat: Cyber-violence and Intervention Strategies. Paper presented at the Middle Georgia Student Diversity Conference, Fort Valley State University, Fort Valley, GA, April 8, 2011.

Igniting the Passion Within: Servant Leadership. Paper presented at the Georgia Tech Women`s Leadership Annual Conference, Georgia Tech, Atlanta, GA, November, 2003.

PENDING PRESENTATIONS

Cyber Outing: Impact of Inadequate Cyber Policies on LGBT Students pending presentation at Georgia Southern University Multi-Cultural Issues in Counseling and Education Conference, Savannah, GA February 15-16, 2013

Cyber Outing: Impact of Inadequate Cyber Policies on LGBT Students pending presentation at the NASPA Student Affairs Administrators in Higher Education 2013 Conference, Orlando, FL March 16-20, 2013

The New Poverty: Insufficiency of Cyber Aggression Policy to Protect Cyber Outed LGBT Students From Leaving Campus pending presentation at the American Educational Research Association 2013 Conference, San Francisco, CA, April 27-May 1, 2013.

PREVIOUS PROFESSIONAL ASSIGNMENTS

SACS/CASI Team Member November 2011

Assigned to review logistics, emergency procedures, and policies

PROFESSIONAL ORGANIZATIONS

Kappa Delta Pi 2012-Present

The Association for the Study of Higher Education (ASHE) 2010-Present

University Risk Managers and Insurance Association (URMIA) 2010-Present

Tift College of Education Leadership Academy Committee 2009-Present

Alpha Phi Sigma 2006-Present

Toastmasters 2010-2011

Women in Technology International (WITI) East Coast Strategic Partnership Director 1999-2004

Association of Certified Fraud Examiners (CFE) 1999-2004

TECHNICAL SKILLS

Operating Systems:

HP-UX, Solaris, SCO, and AIX, Leopard, Snow Leopard operating systems

Computer Hardware:

HP, IBM, and Sun servers and mainframes

Networks:

FDDI and TCP/IP networks

Policies and Technical Documentation:

Configuration procedures for routers and firewalls

Requirements for design, implementation, operation, and security of data centers

Disaster Recovery

Bloodborne and Airborne Pathogen Contamination, Pandemics and Incident Command Systems

Agency Interaction:

Association of Credit Bureaus (ACB),

Federal Trade Commission (FTC),

Federal Bureau of Investigation (FBI),

Security Exchange Commission (SEC),

Occupational Safety and Health Administration (OSHA),

Defense Information Systems Agency (DISA)

Software:

Extensive knowledge of SPSSX

Microsoft Word, Excel, PowerPoint; WebCT, Blackboard; Smartboard, Basecamp, Symplicity, InterviewStream

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