ASHLEY Hall

**** ******** *****

Mobile: 240-***-****

Email: ad0hyh@r.postjobfree.com

Clearance: Active Top Secret

Job Type: Permanent

Work Schedule: Full-time

Current employment status: Full time

Desired locations:

Open

Certifications:

Project Management Professional (PMP),

Project management Agile Practitioner (PMI -ACP)

Certified ScrumMaster CSM – Scrum Alliance

COBIT 5 Foundation

ITIL 4 Foundation

Work Experience:

Department of Defense (DoD)

DISA, FE241 Program Management Section

6910 Cooper Ave,

Fort Meade, MD 20755

07/2022 to Present

Hours per week: 40

Series: 2010 Pay Plan: GG Grade: 13

Change Management Team Lead

Duties, Accomplishments and Related Skills:

Serve as consultant and facilitator in the Office for developing and implementing a comprehensive management plan for operations improvement, change management, and related services supporting Defense Transformation. Represents the team Leader, Consulting Services, the Office and performs office liaison including briefings on process improvement Plans, policies, procedures, and planning processes.

Primary Responsibilities:

Provide necessary guidance, Instructions, and training to aid in development of functional, technical, and organizational strategies for achieving DISA and DOD transformation goals.

Provide change management and process improvement consulting support to the planning, development, and execution of functional, technical, and organizational changes to achieve transformation goals.

Serve as backup for Chair of Change Advisory Board.

Act as section/branch chief periodically as needed.

Analyze and improve complex program workflows, processes, and management practices by collaborating across the division.

US Department of State

Bureau of Information Technology Management (IRM), Consolidated Customer Support Office

2025 E Street, NW

Washington, DC 20522 United States

04/2020 to Present

Hours per week: 40

Series: 2010 Pay Plan: GS Grade: 13

Project Manager / Customer Relationship Manager (CRM) – DHA, Term Appt not to exceed 4 years

Duties, Accomplishments and Related Skills:

Provides expert advice, operational guidance, and recommendations to management and customers on a wide range and variety of complex IT issues. Conceives and develops project plans and strategies, and identifies tools and methodologies required for effective project implementation. Reviews processes for efficiency, quality, and customer satisfaction. Lead automation and continuous improvement initiatives to improve customer experience.

Primary Responsibilities:

Utilize customer centric processes to define project scope, requirements, and deliverables.

Manage and identifying customers' information systems and technology requirements.

Create project documentation, including system requirements and flow diagrams.

Coordinate with various project stakeholders and assures compliance with agency policy and strategic objectives.

Apply expert level IT principles, concepts, methods, standards, and practices on technical issues and develops and interprets policies, procedures, and strategies for assigned project.

Manage Customer Relationship Management (CRM) operations highly visible to senior leadership and CIO.

Lead strategic focused programs, projects, and studies on a wide range of issues related to organizational and managerial policies and practices.

Implemented Project Action Team (PAT) to standardize projects across the office by providing oversight, templates for artifacts and reporting.

Determine acceptability, rejection, or correction of contractor work.

Identify developmental and training needs of employees, providing or arranging for needed development or training.

Perform empathy outreach to customers on services for feedback on improvement initiative ideas.

Collect and analyze data to initiate, develop and recommend business practices and procedures that focus on enhanced program quality and performance of daily operations.

Persuade and negotiate with management to achieve full compliance and implementation of recommendations for new or modified information systems policies and regulations, through meticulous data analysis, data structure validation, on-going monitoring, and written reports.

Document policy, guidance, training materials, and technical requirements for new projects or process improvement initiatives.

Perform all project management functions from start up through completion, including establishing and monitoring priorities, timelines, resource and software requirements, team/task assignments, and performance indicators.

Provide information, guidance, and instruction to staff and team members when work assignments and priorities require adjustments due to unexpected delays or circumstances.

Routinely communicate information orally and in writing to an audience with a wide range of backgrounds and expertise, using a various mediums and platforms.

Develop and deliver briefings and other writing support including Statement of Work (SOW), Request for Information (RFI) to Division Chiefs.

Major Accomplishments:

Analyze and improve complex program workflows, processes, and management practices by collaborating with subject matter experts, practitioners, and stakeholders in industry and government. For one process for a laptop fair, I developed a process to automate the scheduling for pick-ups and sending emails. This reduced manual input, saving about 15 hours per week, as it lessened time spent and increased availability for other tasks.

Serve as liaison between government and industry partners, including external oversight organizations. Having partnerships with stakeholders has allowed for better problem resolution and avoids a breakdown in information-sharing and communications.

Develop and lead Strategic Goals

Lead goal of building relationship with stakeholders (End Customer, Bureau Customers, Internal Teams) by communicating strategically; created opportunities that increased awareness and established feedback mechanisms that allow co-creation. Some of the achievements include creating easy to follow office communication process for outgoing and internal communications.

Lead internal Presidential Transition 2021 project team

Coordinated daily standup with multiple levels of management throughout the project to make sure the transition was smooth. Responsibilities included organizing processes, working closely with stakeholders to transition all the Presidential appointee accounts, monitoring DL after hours for account migration requests, writing up lessons learned.

Customer First Virtual Conference

Planned and managed a 3-day event for the customer appreciation theme " you spoke, we listened". We demonstrated future improvements in making IT support a positive customer experience. The topics for service demo and discussion were carefully selected from analyzing ticket data and customer surveys. We recognized outstanding customers with certificate of appreciation. I drafted communications for customers, conducted meetings throughout project until the day of the event. I also worked with all stakeholders to review materials for their presentation. Other responsibilities included building the Team site and templates used for artifacts.

Supervisor: Keith White 202-***-****)

Okay to contact this Supervisor:

U.S. Department of State - contractor

DMI, LLC

Information Resource Management Bureau (IRM)/Office of Consolidated Customer Support

2301 C Street, NW

Washington, DC 20522 United States

01/2016 – 04/2020

Hours per week: 40

Duties:

Conducted regular high-level briefings for senior leadership.

Managed program wide process improvement initiatives.

Managed and developed SharePoint Redesign and deployment Site Collection project.

Implemented a Project Action Team (PAT). Served as the lead of the team that managed activities in the development, monitoring, and updating of schedules for program-wide projects.

Managed customer deliverables including weekly, monthly, and ad hoc reports.

Analyzed and evaluated major program objectives.

Supervised training and SharePoint team personnel.

Developed proposals for surge support; coordinated input from appropriate staff; ensured on-time delivery to customer.

Developed Process Improvement work instructions for training and SharePoint activities

Served as Lead SharePoint Administrator.

Reviewed and approved timesheets of assigned staff.

Conducted interviews; hired staff.

Coordinated efforts to update internal and customer-facing SharePoint sites; administering permissions, site architecture and design; worked closely with site contributors during planning, design and implementation phases of the project; managed site content for internal training and other designated sites.

Personnel Manager, performing onboarding of new hires to include completing and submitting appropriate paperwork, escorting to security briefings, and ensuring all new hire requirements are performed.

Major Accomplishments:

Developed and implemented standard language for Remedy work info entries for common technical issues and published in OneNote tool for team to cut-and-paste into Remedy tickets. This significantly improved the quality of ticket documentation.

Implemented the new cohesive CCS SharePoint site that aligns with IRM’s overall design structure. This redesign secures access, reduces time to search for content and provides value to all with and intuitive user interface.

Identified previously unrecognized risks and potential disturbances during the project. Collaborated with all stakeholders to eliminate or mitigate risks and adjust our project objectives to reflect more realistic outcomes. The project was subsequently completed on time and under budget.

Spearheaded the creation of an interagency working group to develop Customer Relationship Management program. Planned, prioritized, and organized the work of the team, ensuring we achieved new practices that improved our customers experience throughput the department.

Developed service catalogue for enterprise Information Technology System Management (ITSM)

Successfully implemented over 20 services into ITSM which produced 57,581 requests. These services add value by reducing the time to resolution for customers and help maximize customer service. Customers can access their tickets to check the status which also decreases contact to the service desk. This enabled service desk analysts to provide better experience for those customers who are calling in because they have more time to provide support since there are fewer calls coming in.

Streamlined Escalation Process

Analysed, developed, and implemented new process to reduce resources and eliminate manual email notifications. The new process for status updates and escalations utilized the ITSM (Remedy) auto-generated reporting. When a customer calls to escalate their issue, the analyst makes an entry in remedy which generates a standard escalation and status report that goes to the ticket assignee and manager. The old process required the analyst to create a manual email by two separate groups. Value added is time saved to focus on trend analysis, ad hoc reporting, and identifying and analysing impact of events on operations in order to ensure service quality is maintained.

Lead resource training initiative to implement ITIL practices

Reviewed program wide processes for improvement. Identified there were instances where change requests were sometimes created after the work had been completed. In ITIL, the CRQ could be created and approved prior to any work. Developed and implemented training to get the team at 9o+ percentile success rate for following the correct process. Change Requests will be created by the team in advance with an estimate of the work to be performed and then updating the CRQ afterwards with the correct information. This improvement adds value by creating consistency across the program for all processes and providing complete transparency for all stakeholders to track work. Quality assurance is tracked by monthly reporting.

Streamlined process to communicate change plans to the organization

Identified a tool that could display all the events happening the environment. Previously, information was displayed in various locations. VG 2. Collaborated with stakeholders to develop a color-coded SharePoint calendar that provides an overview of all changes, patches, upgrades, IT moves etc. Most of the data is fed into the calendar from the original sources where the information is recorded. Presenting the information from across the program in one location adds value to all support staff because they can see if any of the scheduled changes that could be related to issue being reported by the customer. Saves time in determining correlations between related events. Example is you would not want to schedule a patch at the same time as a move or other event is taking place. In an addition to being a troubleshooting tool, it provides a transparency in the environment to all stakeholders and is a historical record.

Intergraded SharePoint for document management

Developed a SharePoint list to track and view all IT moves being performed. Previously, stakeholders would receive various spreadsheets and record data sets in different locations. Now, all information will be easy to access, update, and distribute in real-time. The huge value add is that this eliminates version control issues and saves time looking in multiple sources to gather all the information.

Supervisor: Bob Hanlon 703-***-****)

Okay to contact this Supervisor: Yes

U.S. Department of State - contractor

DMI, LLC

Information Resource Management Bureau (IRM)/Office of Consolidated Customer Support

2301 C Street, NW

Washington, DC 20522 United States

06/2015 - 01/2016

Hours per week: 40

Training Manager

Duties: Accomplishments and Related Skills:

Developed written and video training materials.

Analyzed trend reports and management recommendations to develop training courses.

Maintained web-based training calendar and SharePoint site.

Tracked and reported training compliance.

Developed curriculum plans and compliance reports.

Communicated with internal/external stakeholders on program requirements and agendas.

Conducted hands-on classroom training.

Coordinate on-boarding efforts to ensure appropriate training is received by new hires.

Major Accomplishments:

Developed a standardized training program for contract of 250+ employees.

Supervisor: Bob Hanlon 703-***-****)

Okay to contact this Supervisor: Yes

References:

Name Employer Title Email

Nick Davis US Dept of State IT Specialist

ReChae Battle US Dept of State Branch Chief

Keith White US Dept of State Division Chief ad0hyh@r.postjobfree.com

Additional Information:

PROFESSIONAL SUMMARY

Management and Program Analyst with substantive business operations experience in the federal government. Skilled in management programs and policy analysis, regulatory compliance, and program/project oversight to ensure that operations align with strategic bureau and agency objectives. Adept advisor, problem solver, writer/editor, and briefer. Excellent oral and written communication skills, including reports to senior leadership. Interacts effectively with people at all levels and expertise. Exceptional ability to collaborate with subject matter experts (SMEs), academics, practitioners, and stakeholders to analyze complex workflows and processes. Specialize in improving customer experience utilizing information management systems to streamline process and increase customer satisfaction while keeping focus on tracking the organization’s progress in executing long and short-range plans. Top Secret Clearance.

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