Quality Assurance Customer Service

BEHROOZ SADIGH

Cleveland, Ohio *****

703-***-**** ( **************@*****.***

Results-oriented experienced professional with documented record of

performance and profitability within government and private sector

engagements through hands-on leadership and continuous process improvement.

Experience with creating centers of excellence in operations, technology

and service organizations by spearheading best-in-class vision, strategy,

and a repeatable roadmap for success. Documented focus on enhancing

operations through collaborative problem solving, disciplined change

management and compliance.

Strategic Planning ( Operational Excellence ( IT Solutions ( Business &

Project Development ( LEAN Process Improvement ( Change & Transformation

Management ( Performance & Profit Optimization ( P&L ( Regulatory

Compliance ( IT Auditing ( Operational QA ( Software Quality Assurance (

Cross Functional Management

PROFESSIONAL EXPERIENCE

CRITICAL PATH CONSULTING CORPORATION (CPCC) ( 9/1993 - 11/2014

Provider of IT management and management consulting services to diverse

federal and private sector organizations.

Principal / VP Operations

9/1993 - 11/2014

Oversaw company IT and operations, staffing and technology services with

focus on business development, delivery quality assurance, and customer

interaction. Led planning and delivery of broad range of consulting

services including, but not limited to, operations support, Information

Technology, program and performance management, continuous process

improvement, compliance management, and regulatory oversight on federally

mandated programs. Spearheaded project management, P&L, contract

management, and staffing on multitude of federal engagements.

Achievements:

. Managed successful company driving year-over-year organic growth,

building contract base with federal clients, earning Prime status with US

Department of Defense and achieving profitability for +20 years.

. Secured General Services Agency (GSA) Schedule Award

. Responsible for setting aggressive cross-functional targets designed to

maximize results and achieve organizational goals.

. Managed growth, proposal development and hands-on delivery

. Proven communication skills across multiple levels of the organization,

including interaction with senior management, business partners,

technical and operational teams.

. Advanced understanding of business services, systems and industry best

practices.

SELECT CLIENT ENGAGEMENTS

Director of Independent Verification & Validation / Quality - Dept. of

Defense - Finance 9/2009 - 2/2014

Prime contractor and Chief Audit Executive for the Defense Finance &

Accounting Services (DFAS). Independent evaluation of program performance

and compliance. Conducted root-cause analysis for operational challenges

(CAPA), provided recommendations for continuous process & system

improvement (six sigma), operational realignment, and enhanced automation.

Responsible for software quality assurance and organizational adherence to

a formal SDLC. Responsible for assessing ongoing compliance with A123,

FMFIA, FISMA, and FISCAM.

Achievements:

. Annual savings in excess of $11.6M through operational improvements.

. Developed comprehensive Quality Assurance Surveillance Plan (QASP).

. Business Process Reengineering of 96 organizational components in support

of major Agency procurement.

. On time / Budget delivery leading to multiple contract extensions.

. Exceptional problem solving skills, attention to detail and tenacity to

identify root cause and permanent solution

BEHROOZ SADIGH

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Independent Verification & Validation - Dept. of Homeland Security - HR

Systems 9/2009 - 6/2010

Member of Customer Service Assessment team with focus on conducting

detailed review of operations, regulatory compliance and technology.

Responsible for providing actionable recommendations towards targeted

improvements.

Achievements:

. Returned underperforming team into contractual compliance evaluating and

improving performance by 15%, while reducing overall call abandon rate by

10%.

. Ensured sustainable improvements, developing audit/QA function and KPI

for all operational areas.

. Extensive experience with intra-government negotiations designed to

formulate legislative and regulatory actions. Working knowledge of the

legislative process, budgeting and compliance mandated by the Federal

Government.

Director of Operations & Governance - Dept. of Defense - Finance

9/2001 - 8/2009

Director of Quality Assurance and Chief Audit Executive responsible for

establishing internal controls in support of a new 450 person operation.

Charged with government negotiations on establishing contractual

performance measures and Service level Agreements. Participated in the

development of rigorous software development lifecycle (SDLC) and

repeatable organizational procedures necessary for federal regulatory

compliance and CMMi certification. Led continuous improvement projects and

Six Sigma activities. Reviewed and reported on $28M annual budget.

Achievements:

. Transformed 450-person operation with $40B payroll from government to

private sector vendor; achieving compliance with significant SLAs.

. Over 47% growth in eight years, identifying and generating +$950M in

additional projects.

. Provided information technology leadership by understanding business

imperatives and regulatory demands

. Managed seven (7) consecutive "Unqualified" audit opinions by DoD

Inspector General.

. Disaster recovery and Continuation of Operations Planning (COOP)

. Operational / technology risk analysis and mitigation.

. Championed CRM project for 110 seat call center serving over two million

calls per year.

. A consensus builder, capable of working with diverse user / interest

groups to formulate a strategic path forward. Extensive hands-on

knowledge of compiling requirements for diverse and complex system

solutions, challenging the status quo and looking for ways to enhance and

improve the process. Documented success in working with technical

resources to represent end user needs throughout the software development

life cycle.

. Experience with negotiating and managing third party vendors;

establishing objective and auditable compliance programs, formulating

budgets and overseeing performance.

Manager Quality Assurance - Dept. of Education (ED) - Finance

9/1995 - 8/2001

Conducted detailed evaluations of IT and operational components focused on

regulatory and legislative compliance. Scrutinized 100% software changes

prior to implementation. Delivered executive briefings, readiness

assessments and internal audit reports to corporate executives and senior

ED leadership. Recommended ongoing process improvements and enhancements to

organizational efficiency. Able to manage multiple high priority efforts/

competing priorities with sufficient flexibility to adjust to changing

requirements, schedules and priorities.

Achievements:

. Maximized control of $15B portfolio of federally guaranteed student loans

supporting +1,200 educational institutions, pioneering rigorous program

of internal controls for operations and software.

. Co-developing annual audit plan with ED Inspector General.

. Performed as active member of team delivering 1st award-winning web

presence for Department of Education.

. Drove 57% organic growth of project team in 5 years.

BEHROOZ SADIGH

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Additional client consulting engagements included:

. Office of Personnel Management (OPM) Modernization,

. State of Missouri - Family Assistance Management Information System, Y2K

Contingency

. State of Georgia - Child Support Enforcement Systems

. Student Loan Funding Corporation - Market Research / Operational Risk

Analysis

. NLME - Loan Servicing / Financial Systems / Risk Analysis

OTHER EMPLOYMENT

. Costa Mesa Service Center - CIO

. Transamerica Insurance - Senior Systems Analyst / Product Manager

. IBM (UK) - Supply Chain Analyst

EDUCATION

o Master of Business - Business Systems - City University, London, England

o Master of Business - Solution Design - East London University, London,

England

o Bachelor of Science in Systems Analysis & Design - Bristol Polytechnic

University, Bristol, England

CERTIFICATIONS

o Six Sigma Green Belt

o TQM

o (CIA) Certified Internal Auditor (Expected completion 2015)

PROFESSIONAL DEVELOPMENT & QUALIFICATIONS

o Strategic Leadership - Private / Public Partnership

o Capability Maturity Model (CMMi)

o Risk Management, Mitigation & Success

o Project Management & Strategic Planning

o Six Sigma / Toyota Production System

o ISO-9001 Assessment

o COSO Framework

o Structured Analysis

o Information Technology Infrastructure Library (ITIL)

o Continual Service Improvement (CSI)

o SAP / ERP Implementation

o OMB A-123 Compliance

PROFESSIONAL MEMBERSHIPS

o Institute of Internal Auditors (IIA)

o Federal Contracting Group

o Council of Smaller Enterprises (COSE)

PRESENTATIONS

o Annual Pay & Personnel seminar in support of military retirees (~70-130

participants)

o Monthly status presentation to government executives (10-15 participants)

o Supported & presented at quarterly All-Hands meetings (400 - 500

participants)

SECURITY CLEARANCE

Active Federal Security Clearance: Confidential / Position of Public Trust

LANGUAGES

o Bilingual fluency in English & Farsi

o Conversational French

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