Program Analyst Technical Support

Norma Jones

**** **** **** ******, ****** City, MO 64132 816-***-**** cell ********@**.**.***

CAREER OBJECTIVE

Dedicated and focused Management and Program Analyst who excels at prioritizing and independently managing workload in a fast-paced production setting, seeks an opportunity to join your team. Possesses strong willingness to quickly learn new processes while leveraging knowledge of inventory control, compliance, mail management, and operation of specialized equipment to deliver high quality secure documents.

EXPERIENCE

Management and Program Analyst Department of Homeland Security Lee’s Summit, MO

GS-0343-09 March 2023 to Present $61,803 USD per year 40 hours per week

Assisting with the development of background information for studies.

Conducting studies to identify, analyze, and recommend solutions to problems in program operations.

Provide technical support in a variety of matters relating to the program area.

Recommend actions required to resolve issues and meet the mission of the Document Management Division (DMD).

Researching documents; compiling and charting statistical data; gathering, summarizing, and analyzing information for incorporation into final reports.

Provides technical assistance and direct support to OIDP and field office management staff on a variety of matters relating to the application of planning systems and management programs to meet mission requirements.

Carrying out specified portions or segments of specific projects and identifying and recommending solutions to problems.

Conduct complex data queries, validate and analyze data to determine trends. Evaluate activities to identify problem areas.

Maintain secure documents and prepare for special mailing using Secure Mail Initiative (SMI). Maintain and prepare daily, weekly and annual reports.

Operations Support Specialist Department of Homeland Security Lee’s Summit, MO

GS-0301-09 September 2020 to March 2023 $55,776 USD per year 40 hours per week

Performed Quality Control of 100% of all secure documents produced to verify if they meet established guidelines. Rejected cards not meeting quality criteria, researched and recommended actions to resolve issues. Evaluated opportunities for quality enhancements.

Utilized document production system to produce Travel Documents using specialized printers and laminators in the Travel Document Print Applicant (TDPA) system.

Performed “power-up” procedures and conducted machine diagnostics while operating advanced equipment: Card Counter, High Utilization Laser for Credentials (HULC), Visual Inspection System (VIS) and Mailers to produce Employment Authorization Documents (EAD) and Permanent Resident Cards (PRC).

Troubleshoot High Utilization Laser for Credentials (HULC), Visual Inspection System (VIS) and Mailers to resolve jams, made technical adjustments, and interacted with maintenance to correct production system issues.

Maintained secure documents and prepared for special mailing using Secure Mail Initiative (SMI). Maintained and prepared daily, weekly and annual reports.

Expertise in mail management; verified address of mailer and aligned in window envelope to maintain accurate batch counts of 50.

Tracked consumables and ensured accurate records of usage.

Oversaw inventory of supplies checked out to production.

Accurately counted cards received from vendor and entered them into inventory tracking system.

Reconciled weekly/monthly processing on schedule established by CPF Inventory Control/Security Manager.

Prepared outgoing shipments for pickup from designated couriers.

Completed database and system updates. Conducted research to resolve issues and performed appropriate corrective action per Post Office Non-Deliverables (PONDS) procedures.

Utilized various informational sources to keep abreast of the up-to-date resources and information to meet operational and administrative needs.

Provided technical support in a variety of matters relating to the program area. Recommended actions required to resolve issues and met the mission of the Document Management Division (DMD).

Prepared and maintain Standard Operating Procedures (SOPs), encompassing all tasks performed with production of secure identification documents.

Conducted complex data queries, validated and analyzed data to determine trends. Evaluate activities to identify problem areas.

Performed “shutdown,” accounting for all consumables, logged off and performed final security check following all policy and procedures.

Job shadowed PONDS Unit staff to learn process for returned cards.

Searched all relevant data systems to see if a new address exists for re-mailing. If no new address found, destroyed card and update its status in applicable systems as destroyed, in accordance with PONDS procedures.

Clerk Seasonal Internal Revenue Service Kansas City, MO

GS-0303-04 July 2020 to September 2020 $23,976 USD per year 40 Hours per week

Received, opened, sorted, and distributed incoming and outgoing mail and performed general clerical duties.

Extracted, sorted, numbered, batched and processed tax returns and related correspondence.

Examined file materials to identify primary subject matter and assigned proper classification.

Maintained logs for tracking and reconciliation reports.

Conducted searches to locate delayed or missing shipments.

Researched, located and withdrew file materials/information from records in response to user requests.

Production Quality Assurance Logistics Systems, Inc. Lee’s Summit, MO

January 2015 to June 2020 $35,505 USD per year 40 hours per week

Performed Quality Control of 100% of all secure documents produced to verify they met established guidelines. Rejected cards not meeting quality criteria, research and recommended actions to resolve issues. Evaluated opportunities for quality enhancements.

Utilized document production system to produce Travel Documents using specialized printers and laminators in the Travel Document Print Applicant (TDPA) system.

Performed “power-up” procedures and conducted machine diagnostics while operating advanced equipment: Card Counter, High Utilization Laser for Credentials (HULC), Visual Inspection System (VIS) and Mailers to produce Employment Authorization Documents (EAD) and Permanent Resident Cards (PRC).

Troubleshooted High Utilization Laser for Credentials (HULC), Visual Inspection System (VIS) and Mailers to resolve jams, make technical adjustments, and interacted with maintenance to correct production system issues.

Maintained secure documents and prepared for special mailing using Secure Mail Initiative (SMI). Maintained and prepared daily, weekly and annual reports.

Expert in mail management; verified address of mailer is aligned in window envelope and maintaining accurate batch counts of 50.

Tracked consumables and ensured accurate records of usage.

Oversaw inventory of supplies checked out to production.

Accurately counted cards received from vendor and entered inventory tracking system.

Reconciled weekly/monthly processing on schedule established by CPF Inventory Control/Security Manager.

Prepared outgoing shipments for pickup from designated couriers.

Completed database and system updates. Conducted research to resolve issues and performed appropriate corrective action.

Utilized various informational sources to keep abreast of the up-to-date resources and information to meet operational and administrative needs.

Provided technical support in a variety of matters relating to the program area. Recommended actions required to resolve issues and meet the mission of the Document Management Division (DMD).

Prepared and maintained Standard Operating Procedures (SOPs), encompassing all tasks performed with production of secure identification documents.

Conducted complex data queries, validated and analyzed data to determine trends. Evaluated activities to identify problem areas.

Performed “shutdown,” accounting for all consumables, logged off and performed final security check following all policy and procedures.

General Clerk Serco Lee’s Summit, MO

November 2007 to January 2015 $31,000 USD per year Hours per week: 40

Processed immigration applications, making adjudicative decisions to determine appropriate level of review.

Managed secure documents to produce passports for applicants/petitioners.

Reviewed individual application information and updated applicant/petitioner information.

Collected data from multiple source documents and input to database.

Processed updates to existing applications and petitions.

Reviewed applications and petitions for accuracy, jurisdiction, signature, and processed according to compliance with policies and procedures.

Safeguarded immigrant applications and petitions in accordance with contractor policies and procedures.

Processed mail and rerouted as needed.

REFERENCES

Kellie Bezingue, Inventory Control Clerk, Serco, 816-***-****, *********@*****.***

Diane Austin, Inventory Clerk, LSI, 816-***-****, *****.*.******@*****.***.***

SKILLS & SOFTWARE

MS Office: Word, Excel

RDS OnBase

Computer Linked Application Information Management System (CLAIMS)

Central Index System (CIS2)

Secure Mailing Initiative (SMI)

Person Centric Query Service (PCQS)

USCIS Electronic Immigration System (ELIS)

Person Centric Identity Services (PCIS)

Service Request Management Tool (SRMT)

Zip Code Lookup United States Postal Service

Photo Scanning Software

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