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Customer Service Delivery

Springfield, VA
December 03, 2023

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Arlene Caitone-Harper

Springfield, VA 703-***-****

Senior Service Level Business Analyst

ITILv3 Foundations Certified Software Systems Engineering Team Leader

Performance-driven and accomplished Service Delivery professional with extensive experience in planning, managing, leading, and executing high-profile IT infrastructure initiatives. Strong background across multiple industries and skilled at consulting with clients, coordinating project teams, monitoring project progress, and addressing and resolving technical issues. Proven success surpassing productivity and performance metrics to optimize ROI within set timelines. Possesses exceptional acumen in operations management, complemented by a proven aptitude for technical issue resolution and top-tier customer service delivery. Demonstrates a tenacious problem-solving disposition, thriving in high-pressure scenarios to ensure task completion. Combines sharp decisiveness with adaptability, fostering a cooperative team environment, and accustomed to rapid-paced environments and concurrent projects, consistently achieving organizational and customer service goals.

Areas of Expertise

Business Analysis, Contracts, Deliverables Management, IT Service Delivery, Impact Analysis, Business Processes, Disaster Recovery Planning, Independent Verification & Validation, Management, Software Development Life Cycle, Leadership


Served as the Communication POC, facilitating joint sessions with the Navy contractor and personnel to review service level metrics and created and implemented a mechanism to ensure service level metrics were reviewed on a continuous basis.

Collaborated with the EDS financial critical path team to ensure nearly 200,000 NMCI seats within the full performance community were billed at 100%, resulting in an account revenue increase to $208M.

Led the Fee Basis Replacement project implementation as the application supported the VHA's Fee for Service program, which is care authorized for veterans who are legally eligible and in need of care that cannot be provided by a VA facility, resulting in the replacement initiative transitioning the legacy application from a MUMPS-based environment to a Java/Oracle platform.

Served as task lead for the implementation of the Congress-mandated joint objective with Department of State to produce biometric border crossing card for Mexican posts; initiative entailed coordination between EDS, INS, DoS, and vendors.

Led the successful implementation of electronic fingerprint submissions (FD-258EEs) to the Federal Bureau of Investigation. This initiative entailed coordination between EDS, INS, and other third-party vendors.

Served as task lead for the successful implementation of the New N400 Application for Naturalization form within the first nationally deployed INS system - Computer-Linked Application Information Management System 4 (CLAIMS4)

Stellar Team Achievement/Milestone Monday (Successful Wide Area Network Transition) -Department of Navy

Team was provided with an award as a token of appreciation – Navy and Marine Corps customer.

INS Customer Recognition letter - Department of Immigration and Naturalization Services (INS)

Certificate as a token of appreciation for the support provided on the account – INS customer.

Professional Experience

Leidos Springfield, VA June 2021 – November 2023

ITSM Service Level Management Analyst

Communicates with internal Leidos project team members and assists in the facilitation of joint sessions with Navy contractors and government project team personnel to review service level metrics.

Acted as the primary consolidation point for input to reports, including monthly status reports, plans of action, and milestone reports, and the consolidation of signed and approved Concept of Operations (CONOPs) documents.

Developed a process to ensure service owners were involved early so generation of deliverables would pass the approval process.

DXC Technology, Hewlett-Packard Enterprise Services, Perspecta Herndon, VA Sep 2009 - May 2021

ITO Service Delivery Consultant III, Business Operations Analyst III

Delivered technical leadership for projects requiring coordination with internal groups (delivery operations, finance/billing, contracts) and interfaced with the Navy & Marine Corps clients and independent verification & validation (IV&V) personnel.

Served as the delivery organization’s primary consolidation point for input to the semi-annual Award Fee deliverables and the Contractor Performance Assessment Report (CPARS) deliverable.

Electronic Data Systems (EDS) Corporation Herndon, VA 1998 - Aug 2009

Senior Business Services Analyst - Navy-Marine Corps Intranet Account 2004 - Aug 2009

Supplied technical leadership for SLA projects coordinating with internal EDS/NMCI groups (Business Office, Finance/Billing, and Contracts) and engaged with the Navy and/or Marine Corps clients and independent IV&V personnel.

Served as the Contract Data Requirements List (CDRL) subject matter expert for the Marine Corps Identity and Access Management Request for Proposal (RFP) process.

Software Systems Engineering Supervisor - Veterans Affairs Technical Services Account 2002 - 2004

Facilitated software development life cycle processes to ensure the implementation of the Fee Basis Replacement project.

Assisted with the career development of internal staff and executing staffing, training, and compensation plans.

Software Systems Engineering Supervisor - Immigration and Naturalization Service Account 1998 – 2001

Managed the team in the design, development, testing, implementation, and maintenance of three products: the DOS-BCC product (also known as LaserVisa) assisted the INS and Department of State joint objective of having a general solution to card production, the FD258 Enterprise Edition product assisted the INS objective of one process point for the tracking of fingerprint information and the Interfaces subsystem within the Computer-Linked Application Information Management System 4 (CLAIMS4) product ensured external systems receive required information from CLAIMS4 in order to complete their benefits processing.


Master of Business Administration St. John Fisher College Rochester, NY

Bachelor of Science: Computer Information Systems Xavier University of Louisiana New Orleans, LA

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