Help Desk Management Analyst
Resume:
Monica S. Waddell
Laurel, MD *****
*******@*****.***
SUMMARY OF QUALIFICATIONS:
SharePoint
Calendar Management
Microsoft Outlook
Google Suite
SharePoint Conference
Help Desk
Records Management
Paperwork Reduction
Service Now
Office Management
Defense Travel System
ROCIS
E2 Travel System
JPAS
DISS
FOIA Expert
Compliance
Privacy
IPA/PIA Assessments
SORN
Word Processing
Excel
Access
PowerPoint
Management Analyst
Program Management
Budget Analyst
Formulation/Execution
Recruitment
Inventory Control
Logistics
Research
CATMS/SIMS
Concur Travel System
Smartsheet
Federal Register
CLEARANCE: TOP SECRET
Contractor Program Analyst Principal/Paperwork Reduction Act Coordinator 09/22 - Present
Employer: Science Applications International Corporation, Inc. (SAIC)
Fulltime: 40 Hour Work Week (REMOTE)
National Oceanic and Atmospheric Administration (NOAA), Silver Spring, MD
Support PRA Officer and National Ocean Service (NOS) on Paperwork Reduction Act activities;
Review all PRA documents for office collections to ensure completeness, compliance with grammar, punctuation, etc.;
Ensure forms have OMB Control Number, expiration date, PRA Burden statement, and Privacy Act Statement if applicable;
Enter ICR information into ROCIS system for all office collections (extensions, revisions, change requests, reinstatements);
Update Agency PRA Spreadsheet as needed;
Review the Federal Register for the posting of any notices associated with collections;
Notify sponsors when 60-day FRN is published and send them a PDF of the notice;
Upload the 30-day FRN to ROCIS;
Serve as the PRA POC for Line Office sponsors (NOS Coordinator);
Answer questions about the process, requirements;
Assist in preparation of ICR documents, as necessary;
Liaise with Agency PRA Officer on PRA matters;
Maintain open communication between LO and Agency on any potential problems, new collections, emergency ICRs, etc.;
Review all PRA documents for Office collections to ensure completeness, compliance with grammar, punctuation, etc.;
In the absence of Agency PRA Officer, submit documents directly to Department for processing;
Attend any meetings between Agency PRA Officer and Office sponsors to ensure there is a complete understanding of activities.
Contractor Senior Executive Administrative Assistant 04/22 - 9/22
Employer: SERCO North America, Inc.
Fulltime: 40 Hour Work Week
US Navy, Arlington, VA
Duties include but are not limited to:
Organize and manage office operations and procedures, including scheduling, correspondence, filing, and data entry to ensure efficient day-to-day operations;
Prepare, proofread, and edit documents, presentations, and reports to support business processes and project objectives;
Schedule and coordinate meetings, including preparing agendas, taking minutes, and tracking action items to ensure effective communication and follow-up;
Arrange travel logistics and process travel expense reports, ensuring adherence to company policies and procedures;
Communication Support: Act as a point of contact for internal and external communications, including handling inquiries, directing calls, and distributing correspondence;
Provide administrative support to various projects, including maintaining project documentation, tracking progress, and assisting with project-related tasks as needed;
Maintain accurate records and databases, ensuring data integrity and confidentiality, in compliance with company policies and government regulations;
Manage office supplies inventory, ensuring the availability of necessary materials and placing orders as needed;
Contractor Privacy/IT Principal Consultant 04/18 - 9/22
Employer: NTT Data Federal Services, Inc.
Fulltime: 40 Hour Work Week
Drug Enforcement Administration, Arlington, VA
Responsible for providing the logistical and facilitation of the customer's Executive-level IT
Duties include:
●Participate in review meetings and analyze documents and other materials during the privacy compliance reviews; Edit documentation such as reports, analysis, and other types of documentation; Contribute to the tracking, interpretation of guidance, and coordination of the agency's CIO IT related task(s) to include Privacy Program coordination, IT Security Coordination meetings and facilitation, and IT self-inspection activities; help desk support
●Provide support to the PM’s and/or System Owners to complete an Initial Privacy Assessment (IPA), Privacy Impact Assessment (PIA), or any other documentation required to satisfy the agency's Cybersecurity and Privacy Compliance requirements and legal regulations;
●Gather all relevant information concerning systems collecting personally identifiable information (PII) by Drug Enforcement Administration (DEA) and its program offices to determine which compliance documentation is required;
●Track all Initial Privacy Assessments and Privacy Impact Assessments that are being developed and have been approved; Provide on-going support of the privacy documentation status sheet in order to track status;
●Prepare Analysis of System of Records Notices (SORN), Privacy Impact Assessments (PIA), and Privacy Act statements to analyze new or proposed changes to existing technology, sharing agreements, and programs to identify privacy risks and provide possible mitigation strategies;
●Coordinate efforts of DEA program offices, project managers, and staff to complete privacy-related assessments, analysis, and other related projects;
●Scheduling meetings, reserving conference rooms, create agenda and presentation material for the customer's approval;
●Drafting meeting minutes, tracking action items, and supporting other related activities;
Contractor Senior Executive Assistant 04/17 - 04/18
Employer: E3 Federal Solutions
Fulltime: 40 Hour Work Week
Department of Defense, Pentagon, Washington DC
Duties include but are not limited to:
●Provides high level executive support by managing calendars and day to day routine; Heavy scheduling, maintains schedule to accommodate unexpected meetings, visitors and any last minute changes to daily schedule; Performs a number of administrative duties for the Department of Defense (DoD) Homeland Defense & Global Security (HD&GS) to include scheduling, controls, deliverables, time and attendance, reservations, calendar maintenance, and mail;
●Assist front office request to include but not limited to budget management, supplies, provide guidance on inventory processes; manage inventory and general inventory/administrative request as needed; manage inventory storage space; perform monthly, quarterly or yearly audits on equipment inventory storage area;
●Request Joint Personnel Adjudication System (JPAS) requests; Process JPAS request into system. Process JPAS incident reports as needed. Escort visitors to and from location/s at Pentagon;
●Safeguarded security classified materials and information for HD&GS to include all employee files; Assisted front office with safeguarding classified information including office equipment as needed;
●Track all correspondence that comes into the office and manages the Correspondence and Task Management System (CATMS) correspondence tracking system for Office of the Secretary of Defense (OSD) HD&GS and assign tasks in a timely manner;
●Facilitates and coordinates with management team for all management meetings and prepares presentations/meeting materials;
●Manages various projects as assigned by Directors; Coordinates weekly reports, edits and compiles for Director;
●Maintains travel budget;
●Maintains/updates divisions telework/alternative work schedule (AWS);
●Reserves meeting space, conference rooms/conference bridge lines for various meetings; Maintains schedules for weekly meetings for all divisions;
●Maintains conference line calendars and schedules all calls;
●Processes ingoing and outgoing mail; Follows up and tracks all contract deliverables and compiles needed responses into spreadsheets;
●Other duties as assigned by customer
Contractor Senior Administrative Assistant 10/14 - 04/17
Employer: Henderson Group Unlimited
Fulltime: 40 Hour Work Week
Department of Labor, Washington, DC
Duties include but are not limited to:
●Receives visitors and callers to the office to include important representatives of labor and management and members of the public and determines the nature of their visit and/ or call and refers to appropriate staff members. Independently answers routine inquiries relating to office activities;
●Research information for callers that inquire about various information on Occupational Safety and Health Administration (OSHA) webpage regarding Directorate of Technical Emergency Management Support (DTSEM); Monitors all operational processes and procedures using a compliance management system to ensure that it complies with all legal regulations and ethical standards; FIOA request; PRA;
●Serves as liaison between the Director of DTSEM and their staff members as an important contact for inquires and communications;
●Receives and reviews mail for the office and determines appropriate dissemination. Reviews outgoing mail to include UPS for attachments, dates, signatures, complete addresses, and destinations;
●Maintain suspense records on all correspondence and action documents in DTSEM filing system and follows up to ensure timely response or action;
●Maintains the Director and Deputy Director calendar, and engagements, schedules conference rooms and prepares necessary materials for meetings;
●Prepares a variety of correspondence, reports, forms, and other documents such as memorandums, letters, etc. Finalizes correspondence prepared within the office and reviews for proper grammar, punctuation, format, correct address, signatures, initiating sequence, enclosures, references, and that the reply is consistent with original correspondence. Maintain correspondence tracking log to track incoming and closed correspondence;
●Prepares requisition forms, travel authorizations and expense vouchers for the Director and Deputy Director;
●Serve as liaison between the Office and the Office of Financial Management for processing all travel expenditures;
●Manages the Director and Deputy Directors daily scheduling through an electronic calendar system and independently schedules and adjust appointments, arrange meetings, handle official commitments, and manages out of town travel to include scheduling transportation, making hotel reservations, keeping in touch with and notifying of modifications of changes to schedules, and preparing travel vouchers;
●Maintains the organization of technical materials for the office, orders supplies forms and publications. Uses electronic procurement systems to ensure adequate supply and processing of equipment and office supplies;
●Keep abreast of new, revised or amended administrative procedures for preparing and processing correspondence, travel arrangements and vouchers, procurement of supplies and equipment, reports and forms produced by the office;
●Track all correspondence that comes into the office and manages the Secretary Information Management System (SIMS) for DTSEM, manage filing systems and assign tasks in SIMS in a timely manner;
●Assists office staff members with team assignments such as research projects and performs the procedural program work of the office and assists with coordinating various administrative activities;
●Periodically monitors and tracks procedural requirements to ensure they effectively meet project goals;
●Uses word processing software and printing equipment to create, copy, edit, store, retrieve, and print products in a variety of formats (e.g., correspondence, reports, and tabular and/or statistical documents)
Contractor - Recruitment Administrative Specialist 04/14 - 10/14
Employer: Lionel Henderson & Co., Inc.
Fulltime: 40 Hour Work Week
Department Security Service, Human Capital Management Office (HCMO), Alexandria, VA
Duties included:
●Track selections from hiring events;
●Update recruitment calendar (to include the external website);
●Format Recruitment and Retention Plans;
●Upload resumes into SharePoint received at career fairs by email to an applicant tracking system (from 5-300 resumes depending on the event); drafting "Thank you for your interest" emails to be sent to jobseeker; respond to jobseekers' email inquiries.;
●Answer phones and schedule meeting requests; Receives visitors and escorts them to locations if necessary;
●Logistical preparation for recruiting events (including assembly of recruitment, material and inventory control);
●Assist with administrative efforts associated with various programs managed by the Recruitment Office to include the Wounded Warriors and Non-Paid Student Volunteers;
●Assist Student Intern Summer Employment Program to include: Initiating emails and responding to inquiries; Sorting resumes and sending them out to managers for consideration; Developing a media to track resumes received, forwarded for consideration, selection, drug test, security clearance, DEERS for CAC, etc.; Sending out notifications of selections; Scheduling interns for new employee orientation; Coordinating with Event Planner on the Summer Intern Recognition ceremony;
●Assisting with preparations for briefing and workshop (scheduling and PowerPoint/chart design, copying, assembly of briefing packages); inventory control; ordering supplies; and data entry of SF-182 information into ACCESS database
Contractor - Executive Assistant 09/13 - 04/14
Employer: CTI Resource Management Services, Inc.
Fulltime: 40 Hour Work Week
Department of Homeland Security, OCIO, Washington, DC
Duties included but not limited to:
●Heavy scheduling, maintaining schedule to accommodate unexpected meetings, visitors and any last minute changes to daily schedule;
●Performed, a number of administrative duties for the DHS Office of the Chief Information Officer, Deputy Director and Chief of Staff;
●Proactively prepare correspondence, coordinate calendars and travel arrangements and prioritize all types of communication;
●Prepare, accurate and complete "staff work" for executive level review and approval;
●Coordinate executive travel arrangements; prepare travel authorizations, vouchers, expense reports and other executive level travel packages;
●Coordinate executive level briefing materials and assist with PowerPoint and other presentations;
●Prepare a variety of recurring and nonrecurring correspondence, reports and other documents; Independently ensure adequacy and appropriateness of documentation; direct and ensure adequacy of internal and external correspondence/documents prepared by others in handwritten or electronic drafts; Review outgoing correspondence for proper grammar, format and adherence to DHS Executive Secretary policy and standards; Review administrative and personnel related correspondence for substance and correctness;
●Maintain summary schedules on the status and performance of milestones, tasks and goals;
●Maintain the accuracy of scheduling and calendar databases and ensure that they are user-friendly and readily-accessible for tracking and reporting to mid-level and high-level management;
●Maintain executive staff schedule of events as required;
●Schedule conference rooms through Outlook and SharePoint calendar management;
●Ensure correspondence and other action items are timely routed to and resolved by the appropriate CIO staff;
●Perform effective and efficient record management services for both classified and/or unclassified documents and records; Ensure that the file systems in the designated CIO offices are properly established, maintained and secured and that the records and files are disposed of in accordance with regulations;
●Other duties include coding, scanning, labeling, creating and maintaining files; maintaining automated records databases in support of the file systems; receiving, verifying and forwarding of incoming records; verifying, and keying of records entries; reconciling; maintenance of specific records and ongoing processing of recurring types of records; greet visitors; process incoming/outgoing mail; order supplies;
Office Manager/Executive Assistant 01/11 - 09/13
Employer: Wells Fargo Federal Government Relations, Washington, DC
Fulltime: 40 Hour Work Week
Duties included but not limited to:
●Performs a variety of administrative duties and manages the daily workflow in support of the Federal Government Relations (FGR) Executive Vice President and Operating Committee Directors;
●Heavy scheduling of appointments with high level executive and interacting with executive support staff;
●Leveraging strong interpersonal and social communications skills to answer phones, greet visitors, and interact by email;
●Composing letters, e-mails and other correspondence as required using appropriate writing styles and proper written etiquette;
●Scheduling and coordinating meetings and travel arrangements nationally with expertise in managing time zone differences, scheduling challenges and local time sensitivities;
●Working with IBCM IT systems to provide time-sensitive information and reporting;
●Preparing reports and presentations using PowerPoint, internal databases, and external resources;
●Timely review and preparation of expense reports to include PCard processing and validated documentation; Generated funding packages with cost estimates and funding allocation;
●Managing invoice processing and submitting to accounts payable; Filing invoices; Balancing/reviewing of General Ledgers and expense accounts ensuring accuracy of payments and researching concerns as needed;
●Provide guidance on inventory processes; manage inventory and general inventory/administrative request as needed; manage inventory storage space; perform monthly, quarterly or yearly audits on equipment inventory storage area; maintained and updated accountability records for assets, deployments, and transfers; reported shortages and overages on inventory levels quarterly for replenishment; assisted with classifying, labeling and warehousing all inventory for future use; kept accurate records of inventory levels and location for easy retrieval; communicated with Property Custodial Team of purchasing of inventory; maintained a record of all transfers and disposal;
●Planning and assisting with events, large meetings and various projects; Partnering and establishing professional relationships with administrative teams across the organization on various projects requiring coordination efforts; Reviewing of correspondence, reports, memos, and, presentations;
●Responsible for proofreading, editing, and quality control; Composition of correspondence as well; Acts as an information source on group and company policies.
Contractor - Sr. Consultant/Budget Analyst 08/10 - 01/11
Employer: Keane Inc., McLean, VA, Federal Agency, Washington, DC
Fulltime: 40 Hour Work Week
Employed with Keane's contract to assist a Federal Agency.
●AP/AR, processed invoices, bank reconciliation, posting payments, scheduled appointments, research, meeting minutes, mail collection.
●Due to the nature and scope of this position I am not at liberty to disclose anything more.
Contractor - Budget Analyst II (Formulation/Execution) 05/07 - 08/10
Employer: COLSA Corporation, Huntsville, Alabama
Fulltime: 40 Hour Work Week
Office of the Federal Detention Trustee, Department of Justice, Arlington, VA
Duties included:
●Assisted the Chief of the Budget, Finance & Forecasting Division;
●Confer with internal budget division in analyzing, evaluating, and maintaining program budget;
●Consults with appropriate internal and or external administrative and budget offices to ensure that required procedures are followed regarding processing budget documents;
●Monitors costs incurred to prepare and process invoices for payment. Maintain Inventory Control Matrix database. Process vendor payments into ICM for payment. Process check disbursement and reconciliation, bank reconciliation, month end closing, annual budget assistance, review and process expense reports.
●Sets up budget accounts once award(s) has been granted or contract(s) signed
●Maintain Receiving Estimate Report (RER) database of monthly contracted estimates;
●Sets up expenditures and obligations in the Financial Management System (FMIS) database, ensuring that funds are expended according to sponsoring organization's stipulations and appropriate guidelines. Confers with appropriate internal and external administrative offices to ensure that required procedures are followed. Crossed referenced expenditures and obligations within the BMS Financial Management System;
●Provides instruction and answers questions relating to budget procedures and serves as liaison between the business office and unit areas. Identifies budget issues, provides alternative solutions, and resolves problems.
●Monitors and approves expenditures throughout the budgetary period. Uses various software applications, such as spreadsheets, relational databases, statistical packages, and graphics packages to assemble, manipulate and/or format data and/or reports;
●Prepares and processes obligations for training and credit card requests and transactions;
●Assisted the budget officer, contracting officer and program managers with draft contracts, purchase orders, delivery orders, and contract modification for contract officer review;
●Administered task orders and contracts which included processing invoices, monitoring, contract provisions, and ensuring contractor performance. Prepared documentation for the budget and contract file.
●Monitors costs incurred and verifies that it is within specific contract requirements. Identifies budget issues, provides alternative solutions, and resolves problems;
●Investigate financial discrepancies/errors and recommend appropriate actions when necessary. Notify Budget Director of any delinquent account items and take appropriate steps to process as determined by the budget division
Contractor - Administrative Assistant IV/Budget Analyst (Execution) 06/06 - 10/07
Employer: COLSA Corporation, Huntsville, Alabama
Fulltime: 40 Hour Work Week
Office of the Federal Detention Trustee, Department of Justice, Arlington, VA
Duties included:
●Perform a wide spectrum of administrative, IT, and budget support duties.
●Greet all visitors to the OFDT and respond to incoming calls;
●Make arrangements and organize materials for meetings and training by securing space and notifying all attendees;
●Prepare and finalize correspondence including letters, memoranda, briefings, presentations, meeting minutes, FOIA request and reports. Review, proofread, and edit correspondence for procedural and grammatical accuracy and make sure it is in approved format; prepare draft and final correspondence for review and signature;
●Assist in planning, scheduling, and execution of special projects and or activities. Safeguard all documents related to personnel actions, performance appraisals, and achievement awards, travel, and training in secure filing cabinets for maximum confidentiality;
●Prepare and submit authorizations for travel arrangements and hotel accommodations to include reserving airline tickets in the government online travel module, research designation and advise employee and reserve rental cars and hotel rooms. Upon return, prepare and process for reimbursement of travel in the government online travel voucher module;
●Prepares and processes time and attendance documents needed to implement payroll/personnel transactions;
●Maintained and updated accountability records for assets, deployments, and transfers; performed monthly, quarterly or yearly audits on equipment in inventory storage area; assisted with the accountability of records for assets, deployments, and transfers; provided guidance on inventory processes; manage inventory and general inventory/administrative request as needed; manage inventory storage space; maintained and updated asset and inventory database; reported shortages and overages on inventory levels quarterly for replenishment; assisted with classifying, labeling and warehousing all inventory for future use; kept accurate records of inventory levels and location for easy retrieval; communicated with Administrative Officer of purchasing of inventory; maintained a record of all transfers and disposal; followed a control system to reduce damage, breakage and inventory obsolescence.
EDUCATION:
Professional: Executive Graduate Certification, Business Administration, Training, Inc., 1991
McKinley Senior High School, H. S. Diploma, 1976
SPECIAL TRAINING/CERTIFICATIONS:
My experience and skills have been supplemented by several related training courses in oral and written communications that I have completed through the Democratic National Committee, Chugach, USPTO Training Center, Department of Justice, Office of the Federal Detention Trustee, FBI, DEA, Wells Fargo and most recently Defense Security Service. These courses include the following:
Best Practices for Submitting Documents for Publication in the Federal Register – September 2024
Rulemaking and PRA – September 2024
Privacy and Compliance Training – October 2018
Data Privacy Training – June 2018
Recruiting and Hiring – October 2014
OPM Webcast: Effective Practices for Recruiting and Hiring - June 2014
Plain Writing - April 2014
Managing Your Professional Image - September 2011 - March 2012
Accounting Fundamentals - September 2010
Budget Analyst's Essential Guide to Formulation, Justification and Execution - September 2009 (Webinar) Overcoming Failures in Accountability:
The Role of Analytics in Achieving Transparency - August 2009
Analytics Boot Camp - February 2009
FMIS Training & Certification - May-July, 2007
Leadership & Supervision - June, 2002
Management Development Seminar - September, 2000
Administrative Procedure - December, 1999
Administrative Office Management - May, 1998
Time Management - July, 1997
Talking Clearly and Effectively - April, 1996
VOLUNTEER EXPERIENCE:
Paul's Place Outreach, Inc. 03/11 - Present
1118 Ward Street, Baltimore, MD
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