Program Specialist Customer Service

Robert P. DiRosario

Jacksonville, Florida *****

703-***-**** 202-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Accomplished Program Specialist with a proven track record at the Department of Homeland Security, TSA, excelling in phenomenal customer service with equal courtesy to all team members and fostering collaboration. Expert in providing routine diagnostic support, impactful training assistance and demonstrating a proactive mindset and attention to detail. Builds rapport and cultivates strong business relationships. Recognized as the consummate professional at the highest levels of training and development, maintaining an excellent reputation as Information Technology Divisional Advisor.

SKILLS

• Operations Management • Internal Controls

• IT Hardware and software • Client Relations/Networking

• Records Management • Stakeholder Management

• Policy Analysis • Budget Development

• Collaboration and teamwork • Inventory assessment

WORK EXPERIENCE

PROGRAM SPECIALIST 04/2014 to Present

Department of Homeland Security, TSA - Springfield, VA

• Primary technical monitor for training and developments’ IT and logistics at TSA HQ and offsite locations including TSA Training Centers and Canine Training Center.

• Property custodian to track assets, collect data, create and maintain reports to analyze root causes and manage the life cycle for IT equipment. Develop procedures assessing the effectiveness of administrative control systems to prevent loss, unauthorized use, or misappropriation of IT assets.

• Subject matter expert (SME) of TSA Management Directives impacting IT and facility requirements. Provide technical and contractual guidance to Acquisition branch as well as monitoring and surveillance of current contract deliverables to ensure FAR compliance.

• Expert in problem-solving skills on desktop, remote access, wireless devices, operating systems, servers, telecommunications, peripherals, databases, applications and commercial-off-the-shelf software products (COTS). Provide routine diagnostic support to identify and implement resolution, virtually and hands-on, with minimal productivity impact to the affected end-user and training and development.

• Responsible for technical direction and guidance as it pertains to IT security. Review specifications for the procurement of new but established software to confirm compliance with security requirements at the systems or local area network (LAN) level.

• Administer guidance for all onboarding and departing training and development employees’ IT-related needs, to include network accounts, email distribution, wireless devices and all IT-related equipment.

Robert P. DiRosario

EDUCATION

Chattahoochee Technical College - Marietta, GA Associate of Business

Information Technology

• Personal Property Accountability 2.4 CEU

• 3.75 GPA of a 4.0 max

CERTIFICATIONS ACHIEVEMENTS

Certified Level II FCR 201 COR DAU CLC222 Section 895 Cloud Computing Technologies Personal Property Accountability Completing CompTIA A+ Certification

INTERESTS

• Active in MSBL (Men’s Senior Baseball League) for overall physical health and mental well-being

• Participate in fundraising sports events

• Personal development and self-improvement

• Participate in various sports as recreational activities for physical fitness, camaraderie and personal growth

• Youth mentor, providing guidance and support to empower the next generation of leaders

REFERENCES

Robert McCloskey 540-***-**** c

Jeff Redmann 202-***-**** c

Kirk Bonner 703-***-**** c

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