* ** *

Deatrice C. Gross

202-***-**** [cell]

Email: ad103g@r.postjobfree.com

PROFESSIONAL SUMMARY:

Has over twenty-eight (28) years of Asset Management, Business Analysis, Business Process Engineering & Improvement, Change Management, Configuration Management, Continuous Process Improvement, Cyber Security, Data Management, Data Governance, Data Warehousing, Documentation Control, Earned Value Management, Event Management, GDPR/EU Compliance, Knowledge Management, Incident Management, Independent Verification & Validation, Infrastructure Services, Logistics, Office Management, Portfolio Management, Problem Management, Program Management, Proposal Writing, Quality Assurance, Records Management, Release Management, Requirements Management, Risk Management, Service Oriented Architecture, Software Configuration Management, Software Development Life Cycle, Software Quality Assurance, Software Testing & Evaluation, Strategic Planning, Technical Writing, and Vulnerability Management experience.

CLEARANCE:

Active Public Trust - obtained in 2015, 2017, 2020 and 2022. Active Secret – obtained in 2022.

In-active TS/SCI - went out of scope in 2015; Reciprocity Interim Top Secret in 2019 - in idle status. EDUCATION:

A.A., Accounting, North American Correspondence School (In-Home Study), September 1983 to April 1985. B.A., Business Administration, Norwalk Community College, September 1981 to March 1985. CERTIFICATION/LICENCES/TRAINING:

June 2016 - Scaled Agile Certified SAFe Agilist; August 2007 - ITIL v3 Bridge Master; April 2005 - Public Key Infrastructure (PKI) Certification Authority (CA); March 2005 - Quality Assurance Formal Peer Review; May 2005 – ITIL v2 Master; January 2004 - Six Sigma- DMAIC Black Belt Master; April 2004 – CMMI SCAMPI A Lead Appraiser; May 2004 – ANSI Quality Management Systems (QMS); June 2004 – ISO 9001:2000; August 2004 – ISO 14000:2004; October 2004 - Personal Software Process (PSP); December 2004 - Team Software Process (TSP); September 2003 - Formal Inspection Process; November 2003 - Decision Analysis and Resolution (DAR); July 2002 – Information Systems Audit and Control Association (ISACA) COBIT Foundation and IT Governance Implementation; September 2001

- Software Configuration Management; November 2001 - PVCS Dimensions 5.0; February 2000 - Software Metrics Training for Technical Staff; March 2000 – SEI CMM; May 2000 - UML; June 2000 - RUP; August 2000 - Common Approach; September 2000 - Configuration Management; November 2000 –SOX; December 1997 - PVCS Version Manager; September 1996 - PVCS Tracker; December 1996 - MCSE.

TECHNICAL PROFILE:

Process Standards/Methods: Scaled Agile/SCRUM; Agile DEVOPS, BPE/BPR, DoDAF, TOGAF, SDLC, ITIL/ITSM, Six Sigma-DMAIC, CMMI (SCAMPI A), SEI-CMM, COBIT, ANSI QMS, ISO 9000, 9001:2000 and 14000:2004, DMMM, PDCA, PSP, TSP, SOX, UML, UCM, RUP, SOA, GRC, GDPR/EU, DoDAF, TOGAF, Kaizen, Kano, PMBOK, BABOK, SIPOC, SPC, Waterfall, Fishbone, NIST, NICE, RMF, Data Governance, and JAD Sessions. CM Tools: Rational Rose, Rational ClearQuest, Rational ClearCase, Rational RequisitePro, Rational SoDA, PVCS Version Manager, PVCS Tracker, PVCS Dimensions, WinRunner, Visual Source Safe and Endeavor Databases: Access, LDRPS, Oracle 8, Oracle 8i, Crystal Reports, SQA Suite, PowerBuilder, dBase III, and R:Base III Languages: Fortran, Cobol, Postscript, Java, Java Script, C/ C++, SQL, VisualBasic, Perl, ADA, ANT, HTML, XML, Tivoli, BEA Weblogic, and COGNOS 8

Networking: Unidata, Unix, Linux, CA Unicenter, Vignette, SharePoint, and .NET System: IBM PC and compatibles, WINDOWS 3.0, 3.1, 95, 98, 2000, NT and XP, UNIX (SunOS), MacIntosh Apple, Xerox 850, Lexitron, Wang OS, Tektronix, Hewlett Packard, MediForm CD duplicator, Brother, Intel-based System Platforms, Sun, and DEC

Other Applications: SharePoint, ServiceNow, Atlassian JIRA, Confluence, Microsoft Office, Microsoft Outlook, Microsoft Project, Microsoft Visio Technical and Professional, Microsoft Teams, Microsoft Azure Cloud, Microsoft Frontpage, Microsoft Publisher, Microsoft FoxPro, SolarWinds, SPDR Dashboard, Tenable, Amazon Web Services (AWS), UiPath, OneNote, OneLogin, Power BI, Adobe PDF Reader and Writer, Adobe Photoshop, Skype, WebEx, BMC Remedy, BPMN, ARIS, BPWin, MEGA Process Suite, Telelogic, NIPRnet, SIPRNet, HP Open View/Open Systems, PeopleSoft, SAP, iGrafx, PGP File Encryption, Lotus Notes, Freelance Graphics, CorelDraw, Peachtree Accounting, Deltek, Unanet, Timeslips III, Quattro Pro, Harvard Graphics, Aldus Pagemaker, MacWrite, MacDraw, Joint Application Staff Management System (JASMS); Service Magic

(Service Center Help Desk), Service Tracking and Reporting tool (STAR), Google Docs and Cherwell 2 of 4

PROFESSIONAL EXPERIENCE:

Kforce – St. Louis, MO 08/22 – 10/23

ITIL Assessor (Remote))

Customer/Client: Charter Communications, Inc. and Spectrum Telecommunications Support the customer by evaluating current environment and existing DevOps model to baseline capability measurement. Analyzed business processes, conduct interviews, and confer with management to document procedures, determine functional requirements, and document pain points (current AS-IS steady state). Collaborated with Enterprise Architect and Business Analyst to determine DevOps pipeline containing continuous integration, continuous testing, and continuous deployment, including application performance monitoring should be live and automated. Coordinated with customer to evaluate ITIL process strategies for capabilities. Conducted process assessment, gap analysis, and provide recommendations. Defined instances where a lack of processes exist in order to develop new process maps and workflows that allows the organization to see the entire process and identify areas of improvement. Utilized various factors to obtain a score, including; Stakeholder Interviews, Data & Reporting Metrics, and Observations of the current process. Determined how the process must be tested against the environment to ensure there is only positive impact. Observed and evaluated Continual Service Improvement and Continuous Process Improvement processes. Defined Continual Service Improvement and Continuous Process Improvement metrics to be used to measure each process and change improvement to document objectives once completed. Analyzed and recommended improvements to all systems for ITIL processes. Developed and documented various ITIL standards. Performed gap analysis on all present infrastructure programs. Performed ITIL capability assessments to establish a baseline for Continual Improvement requirements and measure project capability levels within the model. Defined roles, responsibility, and relationships among project stakeholders. Captured, analyzed, and documented the DevOps processes to visualize AS-IS and TO-BE process best practices, business requirements, and recommend process improvement. Monitored, documented, and optimized if further adjustments are needed in the ITIL process model to determine where each process falls under continuous development and improvement ensuring each process adjust to the business needs. Developed an agree upon standardized format for processes. Developed processes for implementing ITIL Value Stream Maps and procedures. Use of Cherwell application.

Harmony Technologies Services, Inc.– Fort Worth, TX 01/22 – 06/22 Enterprise Application Process Engineer (Remote)

Prime Contractor: Martek Global Services, Inc., and TIC Security Customer/Client: National Institute of Science & Technology (NIST) Under Mumba Technologies and Martek Global Services, Inc., worked to support Harmony Technologies Services, Inc. Information Technology (IT) team located in 2 States in Boulder, CO and Bethesda, MD. Developed technical solutions to business problems while providing support to existing technology systems using CMMI, Agile, and NIST framework methods. Developed questionnaires to gather and document AS-IS and TO-BE business requirements and technical requirements. Collaborated with Nuvolo Developers for applications design and client business requirements. Developed standardized templates to include Standard Operating Procedures (SOPs), Checklists, Guides, Diagrams, Forms, Process Maps, Work Instructions, and Questionnaires for IT team and other line of business areas to use. Defined, implemented, and maintained business processes and procedures to meet business objectives. Participated in workshops and interview sessions with stakeholders. Created use cases, requirements scenarios and business process diagrams. Identify system gaps and assess technical constraints and considerations. Oversee and assessed existing processes and workflows. Optimized productivity by designing, implementing, and testing new procedures. Tracked metrics to discover areas for improvement and monitor upgrades. Developed processes for implementing ITIL Value Stream Maps and procedures. Collect data for KPIs (Key Performance Indicators) and CSFs (Critical Success Factors) performance measures to document project and process success for Balance Scorecards reporting. Communicate gaps findings to upper management. Performed root cause analysis and conduct risk assessments to determine deficiencies in processes. Designed Process Asset Library (PAL) repository requirements. Developed Document Control Numbering (DCN) Schema and assign DCN numbers for all artifacts and deliverables.

BAE Systems – Arlington, VA 01/20 – 11/21

IT Configuration Analyst-Principle/Process Improvement Manager (Hybrid 2 days a Week in Arlington, VA) Under BAE Systems Intelligence & Security Sector, working for the United States Department of Justice (DOJ), United States Marshal Services (USMS), Information Technology Division (ITD), and Functional Operations and Resources for Core Enterprise (FORCE) Services project. Developed over 350 templates to include, Checklists, Guides, Diagrams, Forms, Lessons Learned, Presentation Slides, Process Maps, Project Schedules, Standard Operating Procedures (SOP), Technical Design Documents (TDD), and Work Instructions Processes to support the Service Level Operation (SLO) areas for Infrastructure Services (IS), Life Cycle Operations Branch/Line of Business (LCO/LOB), Portfolio Management (PfM), and Service Delivery (SD). Proofread After Action Reports, Task Order Memos, and other deliverable documents as requested. Converted documents received from teammates needing assistance with their document deliverables. Sent Welcome Aboard material to team members in all SLO areas introducing them to USMS environment. Defined ways to promote ITIL/ITSM, and NIST frameworks for process improvement efforts. Applied process improvement and reengineering methodologies to identify and plan improvements (process and technology) including identifying the “AS-IS” and “TO-BE” processes. Developed and managed Process Asset Library (PAL). Developed processes for implementing ITIL Value Stream Maps and procedures. Developed Document Control Numbering

(DCN) Schema and assigned DCN numbers for all artifacts and deliverables. Collaborated with National Archives Records Administration to decommission USMS archived files. Assist Vulnerability Management Manager in researching vulnerabilities using Tenable and DOJ SDPR Dashboards. Attend CCB, FCB, UiPath, SharePoint Online (SPO) and Vulnerability Management meetings. Utilized ServiceNow, Atlassian JIRA, Confluence, MS Project, Visio, and AWS tools. 3 of 4

The Oryza Group – Douglasville, GA 06/19 – 09/19

Senior Process Engineer/ITIL Specialist (Onsite in Washington, DC) Under The Oryza Group, I worked for the Executive Office of the President (EOP) on the White House Information Technology (WHIT) project. Collaborated with Continuous Process Improvement (CPI) Team and Process Improvement Review (PIR) Committee to define method for process improvement selections. Assist in creating CPI Team Repository Tool. Collaborated with CACI teams to develop data governance policies and process maps in Visio. Developed Policies, Standard Operating Procedures (SOP), work instructions and process maps for EOP/WHIT. Researched industry standards and best practices that will help with EOP/WHIT transition to ServiceNow tool. Identified WHIT Help Desk services and provided analysis of ServiceNow products and suites enhancements through feedback, mentoring, and continual process improvement recommendations. Made recommendations on ServiceNow GRC and Finance Modeling Suites that can be purchased to resolve Classified Data Spillage and Task Order Management issues. Reviewed ServiceNow, JIRA and Confluence tools to see how these tools are utilized in EOP/WHIT environment. Wrote 2 white papers “Controlling Data Spillage on Classified and Unclassified Systems” and “Continuous Process Implementation Project Plan Outline”. Co-wrote 1 white paper “Task Order Management Approach”. Aligned white papers with EOP Strategic Plan and industry standards and based requirements against Governance, Risk and Compliance

(GRC), ITIL/ITSM, NIST, Plan, Do, Check and Act (PDCA) and Six Sigma-DMAIC frameworks and methodologies using Visio tool. Validated procedures and processes against strategic plans for process improvement efforts and ensuring project objectives are met as well as action plans are captured, and resolutions are identified. Performed tests on Tier 0 Knowledge Articles that are in ServiceNow Dev Ops folder. Created a test report showing those that failed, passed, and need to be performed by Program/Project Manager or Contracting Officers Representative (COR). Searched for process improvement ideas and methods using balance card scoring techniques. Identified gaps and inconsistencies in EOP and WHIT’s processes, policies, and procedures. Developed process maps identifying AS-IS and TO-BE processes, policies, and procedures.

Ex-Nihilo Management, LLC – Washington, DC 07/18 – 12/18 Business Process Engineer (Remote)

Under Ex-Nihilo Management, Inc. I worked on 2 different contracts consecutively for American Metalcraft, Inc. (AMC) and Metropolitan Washington Airports Authority (MWAA). **For AMC: Collaborated with department managers to develop strategic plan and ensure COBIT policies and processes are developed and maintained. Developed questionnaires and interviewed all department managers to determine their data governance and information technology needs to ensure if they are compliant. Reviewed company artifacts to determine weaknesses in their policies, processes, and procedures. Utilized industry and business standards, best practice frameworks, methodologies, and trends to ensure they meet project and customer objectives. Validated procedures and processes against strategic plans for process improvement efforts and ensuring project objectives are met as well as action plans are captured, and resolutions are identified. Defined COBIT 5 for Information Security Framework and COBIT 5 Information Technology Governance Framework processes and performed detailed measures of processes, work products and services. Performed gap analysis and defined process gaps for COBIT 5 and NIST frameworks and methodologies plus General Data Protection Regulation (GDPR) / European Union (EU) compliance. Created Enterprise and IT Goals matrix and RACI chart for COBIT 5 – Information Security Enablers. Suggested areas where they need improvement and what artifacts they really need to be compliant. Wrote over 75 artifacts for Information Technology, Purchasing and Quality Assurance departments by writing, reformatting, and placing their artifacts in standard templates for all employees to use which included checklists, diagrams, policies, plans, standard operating procedures, work instructions, requirements gathering and matrixes, strategic planning, templates for process improvement and tool kits. Developed their GDPR/EU Policy, Confidentiality and Data Protection Policy, Acceptable Encryption Policy, Acquisition Assessment Policy, IT Technical Support and Help Desk Policy. Created their document numbering schema. Wrote the policy, procedure, and matrix for document control. Wrote the procedure for structuring their PAL. Suggested that they develop a QMS database.

**For MWAA: Defined COBIT 5 for Information Security Framework and COBIT 5 Information Technology Governance Framework processes and performed detailed measures of processes, work products and services. Collaborated with department managers to determine gaps in processes and what COBIT processes were needed. Developed questionnaires and interviewed all department managers to determine their data governance and information technology needs to ensure if they are compliant. Reviewed company artifacts to determine weaknesses in their policies, processes, and procedures. Performed gap analysis and defined process gaps for COBIT 5, ITIL/ITSM and GDPR/EU compliance. Created Enterprise and IT Goals matrix for COBIT 5 – Processes for Governance and Enterprise IT Enablers (Align, Plan and Organize plus Deliver, Service and Support areas only). Suggested areas where they need improvement and what artifacts they really need to be compliant. Listed over 50 artifacts that they need to write to be complaint with COBIT 5. SiloSmashers, Inc. – Herndon, VA 11/17 – 02/18

Senior Business Analyst (Hybrid 2 days a Week in Herndon, VA) Under SiloSmashers, Inc and SAIC supporting Environmental Protection Agency (EPA) contract for the Office of Environmental Information

(OEI) Organization and Office of Information Technology Operations (OITO) Division. Collaborated with SAIC and EPA project managers to ensure change management policies and procedures are developed and maintained. Collaborated with SAIC technical engineers to define ServiceNow business requirements for configuring Change Management activities and application images. Collaborated with project teams to define, project management strategies, tools, requirements gathering, trend analysis, value stream mapping, continuous process improvement opportunities and SWOT. Utilized industry and business standards, best practice frameworks, methodologies, and trends to ensure they meet project and customer objectives. Validated procedures and processes against strategic plans for process improvement efforts and ensuring project objectives are met as well as action plans are captured, and resolutions are identified. Defined Change 4 of 4

Management tasks and based requirements against ITIL/ITSM framework and methodology. Participated in CAB and QSR meetings to present facts and evidence of process gaps. Performed daily Change Management tasks and review CRQs submission, FSC Reports, EPA Call Center Notifications and Weekly Change Management Reports. Developed Quarterly Change Management Reports. Defined performance metrics for Change Management Functional Approvers by Yearly, Quarterly, Monthly and Weekly. Defined Change Management roles in BMC Remedy and ServiceNow. Maintained Agency Change Management folder in Outlook. Identified and developed business process standards, templates, policies, processes, and guidelines as related to ServiceNow and Agile software development framework. Participated in Service Tracking and Reporting tool (STAR) testing activities. Participated in Agile development process including user stories and sprint planning meetings. Utilized ServiceNow, Atlassian JIRA, Confluence, MS Project, and Visio tools. Quality Technology, Inc. – Largo, MD 07/17 – 09/17 Configuration/Change Manager - Proposal Team (Temporary/Onsite in Largo, MD) Worked on Proposal Team to support SAIC and Quality Technology, Inc. on the Department of Health, and Human Services (HHS), Office of Information Technology and Infrastructure Operations (ITIO), Next Generation Information Technology Services (NGITS) contract. Collaborated with Service Desk Manager to define ServiceNow requirements for configuring application images. Participated in orals activities by answering questions proposed by HHS regarding Configuration Management, Change Management, Quality Management and Release Management processes and best practices. Practiced with SAIC Team on ways to present and improve my PowerPoint slides during Orals Presentation. Utilized industry and business standards, best practice frameworks, methodologies, and trends to ensure they meet project and customer objectives. Explained during Orals Presentation what best practices will be used such as ITIL/ITSM, SDLC, ISO and CMMI frameworks and methodologies. Explained during Orals Presentation best practices for maintaining CMDB and PAL in HHS environment. Defined application/system impacts that can occur during system integration and testing phases when an image is built. Quality Technology, Inc. – Largo, MD 03/17 – 06/17 Business Process Re-Engineering Specialist (Onsite in Washington, DC) Under GreenZone Solutions, Inc., Quality Technology, Inc. and REI Systems, Inc. supported Department of Treasury (DOT) – Office of Financial Research (OFR) by defining their Data Center Organizational (DCO) Structure Program. Collaborated with project teams under the Data Center Organizational Structure Program including Data & Business Architecture, Data Operations, Data Products and Data Strategy & Standards by performing data modeling standards that identify OFR business processes and enterprise architecture best practices. Collaborated with data stewards to develop new data management and ITIL/ITSM policies and procedures. Collaborated with project teams to ensure that they meet OFR strategic plan and mission goals. Aligned Data Management Maturity Model (DMMM) and ITIL/ITSM frameworks to define data center structure and marketing strategy for IT enterprise-wide support services. Utilized industry and business standards, best practice frameworks, methodologies, and trends to ensure they meet project and customer objectives. Validated procedures and processes against strategic plans for process improvement efforts and ensuring project objectives are met as well as action plans are captured, and resolutions are identified. Developed/Implemented AS-IS and TO-BE business processes and ensured that business requirements are compliant with CMMI, DMMM, Data Management Association Data Management Book, ITIL/ITSM and Requirements Management frameworks and methodologies using Visio tool. Developed and implemented Data Management Plan and Data Stewardship Framework Plan and ensured requirements are based on Department of Defense Architecture Framework (DoDAF) v2 methodology. Developed/implemented document control numbering schema that was used for all documents created by GreenZone Team for process re- engineering purposes. Developed/maintained file folder structure library on GreenZone Team shared drive and SharePoint drive shared with OFR. Conducted interviews to identify job functions of all DCO personnel to determine where each person fits within the DMP and DSF. Identified roles and responsibilities for data stewards as well as for all DCO job functions and each department function under DCO. Developed Program Management Review Audit deliverable identifying gaps and risks associated with the DMP and DSF that will determine which OFR/DCO processes, procedures and policies should be created, as well as those that need to be updated. Developed RTM to ensure business requirements are cross-referenced to other business policies, processes and procedures while ensuring they are compliant with other government directives/publications. Developed and Implemented Functional and Managerial Requirements Diagrams and Value Stream Maps. Revised/Maintained SOPs for all project teams. Developed and implemented Quality Control Plan and Quality Assurance Surveillance Plan. Collected and analyzed qualitative and quantitative information. Developed and assessed performance measurements. Robbins Gioia, LLC – Alexandria, VA 04/16 – 08/16

Business Process Re-Engineering Specialist (Remote/Temporary in Washington, DC) Supported Robbins Gioia Corporate Office in obtaining CMMI Level 3. Developed Document Control Guide to provide instructions for assigning document control numbers to artifacts. Collaborated with project managers to determine weaknesses in policies and procedures that should align with CMMI 3 and 4 Levels. Validated procedures and process artifacts against strategic plans for process improvement efforts and ensuring project objectives are met as well as action plans are captured, and resolutions are identified. Conducted audits and defined Capability Maturity Model Integration (CMMI) Level 3 processes and performed detailed measures of processes, work products and services. Defined and developed audit standards to ensure consistent and measurable performance across the organization. Assessed situations (maturity of the process and the organization’s problem at hand, etc.) to determine the appropriate process tools & techniques to enable business results. Developed CMMI Levels 2 and 3 Worksheet to track all Specific Goals and Practices to ensure all artifacts are identified in each category. Developed Capability Maturity Policy identifying CMMI Levels 2 and 3 categories and the roles and responsibilities of employees. Conducted thorough current state analysis and future state roadmap of projects and prioritize project portfolio through detailed cost-benefit analysis and benchmarking analysis . Developed Document Control Number Worksheet to keep track of the artifacts produced. Developed Documents to Create Listing to keep track of all artifacts needed.