Customer Service Management

DENIS J. COTTER

*** ********* **. ***. *** • CARRBORO, NC 27510

******.*****@*****.*** • 540-***-****

WORK EXPERIENCE

Solv, LLC Washington, DC

Program Management Analyst/Environmental Scientist November 2013 – Present

Provided sustainability, environmental, and energy management support to Department of Homeland Security

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(DHS) Immigration and Customs Enforcement (ICE) Sustainability Program on-site, resulting in successful

implementation of sustainable practices

Developed headquarters Environmental Management System for ICE, helping clients evaluate and rank

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significant environmental aspects, their resulting impacts, and plan associated objectives and targets resulting

in the first EMS implementation at ICE

Supported Phase I Environmental Site Assessments for construction and real estate actions for ICE facilities,

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including soil and sensitive resource mapping using GIS services, site usage and history research, and

documentation in accordance with ASTM standards for ESAs, resulting in compliant real estate and

construction decisions

Developed and submitted federally-required greenhouse gas emissions inventory, coordinating data

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submissions from multiple headquarters programs and stakeholders, resulting in improved documentation and

accuracy for the yearly inventory

Wrote and delivered educational and outreach materials to field facility managers, educating about potential

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energy conservation measures to undertake at their facilities for little or no cost, resulting in improved

engagement with facilities staff

Supported data collection and analysis for energy and water consumption at ICE facilities, reviewing

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consumption patterns to determine patterns and opportunities for reduction, resulting in targeting of energy

and water conservation measures

Wrote and evaluated ICE Operational Sustainability Performance Plan in support of DHS Strategic

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Sustainability Performance Plan, improving documentation of future planning for sustainability efforts to meet

federal and department-wide goals and targets

Led submission effort to Environmental Protection Agency’s Federal Green Challenge, documenting best

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practices and achievements in sustainability, resulting in ICE winning Federal Green Challenge Mid-Atlantic

Overall Regional Award for FY 2013

Supported business development efforts, including assisting writing proposals for ICE and other potential

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clients

Booz Allen Hamilton Washington, DC

Senior Consultant October 2011 – November 2013

Consultant July 2009 – October 2011

Researcher September 2008 – July 2009

Consulted for Federal Aviation Administration’s Air Traffic Organization (ATO) and Architect of the Capitol’s

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Environmental Branch, providing project management and environmental consulting which resulted in

improved program function and management

Supported Phase I Environmental Site Assessments for FAA-owned sites slated for real estate transactions,

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including soil and sensitive resource mapping using GIS services, site usage and history research, and

documentation in accordance with ASTM standards for ESAs, resulting in compliant due diligence actions for

real estate transactions

Revised ATO Environmental Management System documentation, including Procedures and Environmental

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Management Plans, resulting in ISO 14001 compliance in the first External Audit of the ATO Environmental

Management System

Analyzed impact of environmental regulations affecting the FAA, and developed guidance and implementation

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plans in collaboration with FAA Headquarters clients and field stakeholders, directly influencing agency policy

and budgetary decisions

Wrote, targeted, and delivered strategic communication products, including newsletter articles, training decks,

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and executive briefings to help implement major policy efforts, resulting in improved environmental

References available upon request

awareness and organizational buy-in

Developed Program Management Plans, major drivers of program budgets and resource allocation, for

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multiple client programs, involving determination of program priorities, budgetary plans, and cost estimation

based on client input and priorities

Gathered data and compiled reports from FAA financial databases for reporting on expenditures on

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environmental compliance, resulting in better financial oversight and improved budgetary processes

Analyzed and drafted reports on fuel usage to develop the FAA’s first ever greenhouse gas inventory, based

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on generator usage patterns and expected fuel consumption, helping bring the agency into compliance with

Executive Order 13514

Researched and analyzed forthcoming changes to national environmental policy and provided guidance and

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interpretations regarding environmental regulations affecting the FAA, including analyses of expected impact

to agency operations

Analyzed requirements and drafted major revisions to FAA environmental policy orders, resulting in greatly

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improved environmental compliance through improvement of environmental management and oversight

processes

Wrote white paper discussing Hazardous Materials Management at FAA facilities based on inventory database,

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including analysis of the inventory and identification of proactive improvements to be made to improve

agency hazmat management

Drafted model Statements of Work to promote sustainability in standard FAA contracts, including decreased

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water and energy usage and clauses promoting proactive environmental management, recycling, and reduced

chemical use

Developed environmentally friendly products procurement strategy, promoting organizational change toward

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sustainable practices

Managed activity reports and collected weekly hours from over 25 colleagues and staff members nationwide

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for weekly contract status reports provided to client, providing QA/QC and correcting issues internally

Traveled to over 30 ATO facilities nationwide for Workplace Inspection Program hazard abatement,

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collaborating with field personnel to correct environmental and safety hazard findings

Mark E. Gammons, PLLC

Middleburg, VA

Assistant May 2008-June 2008

Office assistant for law office in Middleburg, VA; created document management system for back files, which

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is still in use

U.S. Aquatics

Leesburg, VA

Area Supervisor/Certified Pool Operator May 2006-August 2007

May 2008-June 2008

Managed 10 pools as an area supervisor for a pool management company in the Leesburg, VA area,

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supervising 25+ lifeguards and pool managers for two summers. Enabled continuous, safe, and healthy

operation of all pools.

Ensured compliance with state and local environmental, health, and safety regulations across multiple

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jurisdictions, working closely with county and city staff to ensure safe and compliant operation. Served on-call

24 hours/day when necessary for emergencies.

Managed staff with widely varying experience and cultural backgrounds, working closely to maintain positive

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relationships with employees. Served as first level client-facing management, handling all client complaints in

a timely and responsive manner.

Glory Days Grill Aldie, VA

Server January 2007-August 2008

● Provided excellent customer service to diners during winter and summer vacations from university

EDUCATION

The College of William and Mary Williamsburg, VA

References available upon request

Bachelor of Science in Biology, Minor in Mathematics. Major GPA: 3.1 May 2008

● Undergraduate research experience: College of William and Mary – effects of climate change on population

evolution in Drosophila melanogaster; Conway Institute of Biomolecular and Biomedical Research,

University College Dublin, Ireland – proteomic analysis of differential gene expression in cancer cells

Skills and Proficiencies

Extensive client-facing experience, including presenting technical information to internal and external

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stakeholders

ISO 14001:2004 Environmental Management Systems Lead Auditor Course – BSI Management Systems

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America, Reston, VA

Power User of Microsoft Office Professional Suites 2007 and 2010 including PowerPoint, Excel, Access,

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SharePoint, and Visio; Proficient user of Adobe Acrobat Pro.

References available upon request

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