Data Entry Customer Service

Janet L. Echols

· **** Shagbark Memphis, TN ***** 901-***-****

*****.*.******@***.*** or *******@******.***

My principal goal is C-A-R.

Challenge: As a new work leader, I am responsible for coaching employees to follow new and complex procedures to successfully onboard and offboard applicants.

Action: I created dummy test cases, job aids, excel spreadsheets to track our milestones as we manually uploaded applicant profiles and updated information into USAccess/PDS to print the badges with simplicity. I researched ABIS to ensure they had current interim/final background clearances before being issued the new PIV 8 SmartID Card per the HSPD-12 mandate.

Results: As of June 30, 2024, I received my results from the HCO Director of a 99.8% accuracy rating. I met the expectations within a two-month timeframe. I assisted FMSS in badging 107,000 employees. I lead the deployment of HCO’s 20,000 contractors. My expertise prevented the loss of systems and facilities access.

*My years in PSEP as a role holder in USAccess. I’ve worked with the Territory managers, TIGTA, HQ SCR’s during emergencies/disasters when locating employees and contractors during incidents. Our teams retrieved information from CADS/GDI, Online 5081, Discovery Directory and PBIP. Our last option was to conduct call trees from the data collected in HR Connect. We executed the phone contact listings and spoke with leadership to confirm their safety as they sheltered-in-place inside/outside the campus or shared site before the SCR given the all-clear.

Outstanding Performance Evaluation

I consistently overachieve the organizations performance expectations by overseeing the onboarding and offboarding of approximately 20,000 IRS contractors. I review the risk assessment checklist, forms, and separation checklist to ensure we monitor and track the milestones of our contractors and COR’s (Contracting Officer Representatives) in the ABIS (Automated Background Investigation System), CMM (Contractor Management Module), PDS/HR Connect, BEARS, ITM, and USAccess system. I consistently submit 300-400 fingerprints of new applicants and those that require 5-year reinvestigations. I am the lead that submits the fingerprints into the PDS system via OPM/DCSA to acquire the interim staff-like/final access approvals for applicants to begin supporting the IRS business units. I serve as a one stop shop that is consistent, diligent, effective, concise, professional, and proficient. I demand to learn new information and determined to have a great but successful experience. I consistently adhere, enforce, and execute the IRS mission to provide excellent quality customer service to our stakeholders and shareholders.

*I have been full-time GS-12 0343 for 7 years and a temporary detailee GS-13 0343 for 8 months.

Objective: I am capable, sustainable, and resilient with my knowledge, skills, and the abilities of execution. I consistently maintain the belt straps by providing the oversight and support of administering management accountability, customer service, decisiveness, flexibility, reasoning, influence negotiating, integrity/honesty. I acquire interpersonal skills, leveraging diversity, oral communication, problem solving, written communication, judgement, decision making, active listening, service orientation, reading comprehension, critical/creative thinking, and public speaking. I have a consistent history of annual appraisals showing my passionate drive to maintain excellence. I’ve performed the duties of acting manager with proven success to be a leader in planning, evaluating, managing, and organizing employee/contractor workload. I adhere to the protection of personnel, property, environment, and safety. I am a team player that work to meet organizational goals. I often work independently and utilize my time wisely. My reputation extends outside of FMSS, IT, and HCO. I am often assigned special, priority, excepted, and expedited projects. I pay close attention to detail and consult with my supervisors often verbally and in written communication. I am conscientious about knowledge management as being a practice. I conduct checks and balances in researching the background of the topic. I analyze and make use of the referencing materials in the IRS Source by referring to SERP’s history. I review the problem statement, access the key elements, schedule a timeline, organize my workload, ensure the key principles are address the needs. I forward accurate information to customers by cross referencing the most current version in various systems. I can present my role and responsibilities by displaying data that I input and uploaded into HR Connect the authorative system of record for decision support that synch with other IRS PS and HR systems. I can relay the cause and effect of complex processes to senior leadership, directors and to executives clear and concise as possible. I am discipline and able to conform in very stressful situations. I’m not intimidated by rank and file, titles, diverse ethnicity, and language barriers that cause tempers to flare which shows a passion to understand, perfect process, and builds character and respect along with bridging long standing relationships. I strongly stand for constructive intense training and prefer written process steps. Structured training material allows me to articulate fluently and translate what I’ve obtained and retained in my manual work processes. I’ve learned throughout the years the way a person speaks is the same way they write, so I practice my reading, speaking, and writing skills for executives have received my stats reports. Good training methods and applications will enhance and develop team members knowledge of the IRM, SOP, SOW, and computer skills. I am eager and motivated to engage and share my technical capabilities which many are self-taught. I’ve provided input and data supporting operational reviews based upon purpose, goals, participants, actions, deliveries, quantitative, qualitative, accumulative, support, security, service, release, reviews, material solutions, production, development, measures, strategies, defects, supply, and demand. For years I have assisted supervisors in researching information to address audit findings, risk assessments, continuity/disaster planning, incident management, editing reports, being a user/tester for new implemented systems, utilizing data entry team skills on excel reports, team building, fireside chats to learn professionally and personally about your leaders and teammates. I adhere to the standards of policy, procedure, unax, information assurance and disclosure. I comply and enforce federal and state laws required by employees and contractors. *I am suitable and eligible to be favorably adjudicated to attain a moderate risk Tier 2 and MBI background investigative clearance. I have more than adequate time in grade as a GS 0343-12 Management & Program Analyst associated with specialized experience. I have the self-esteem, stamina, engagement, empowerment, and perseverance to perform the duties and responsibilities proficiently. I’ve successfully worked on several of the Commissioners priority projects with collaborative teams to measure and improve the performance of FMSS and HCO’s mission support services. As the team’s technical advisor, I was able to pinpoint and diagnose the causes and effect. I pursue improvements to make the organization better until more modern practices are established in the future. Finance, budget, matrix, visio reports, video presentations are not my forte.

I have consistently for years maintained an outstanding as a full-time telework employee with an approved reasonable accommodation!

I have the certification access OPM approval to work as a remote HSPD-12 USAccess government contractor to ensure applicants 5-year reinvestigation is compliant. I hold the roles of a sponsor, adjudicator, and a security officer. I assist employees and contractors in securing their badge to begin working for various agencies and bureaus. I am trained to activate and separate in PDS.

In 1987 with the FBI I took an oath or affirm as per my duties and responsibilities along with my career years of knowledge, skills, and abilities are to with zero tolerance enforce and adhere to support and defend the Constitution of the United States against all enemies, foreign, and domestic; that I will bear true faith and allegiance to the same; that I take this obligation freely, without any menta reservation or purpose of evasion, and that I will well and faithfully discharge the duties of the office on which I am about to enter. So, help me God.

Customer Service is our priority to service our taxpayers,

Physical Security is mandatory infrastructure deterrence,

Information Technology is to protect unauthorized access/activity, and

Personnel Security is our Mission to onboard/offboard employees and contractors timely!

My Current and Former Supervisors

1.Traci Di Martini HCO Director *****.*.*********@***.***

2.John O’Duinn HCO Sr Technical Advisor to the HCO Director Infrastructure & Distributed Teams Expert ****.******@***.*** (My lead for HCO special projects)

3.Angelika Sweitzer 240-***-**** IT Director ACIO Strategy & Planning

4.Pablo Melendez 202-***-**** (Detail Supervisor) Director Acquisitions & Contract Support Office

5.Axel Rivera 202-***-**** or 804-***-**** FMSS Support Services Supervisor

6.Alison Crichton 240-***-**** Management and Program Analyst ACIO Strategy & Planning

7.Kevin McIver 813-***-**** Executive Director Deputy Commissioner Operations Support

8.Scott Skolnik 360-***-**** Supervisor Human Resources Specialist Shared Services

9.Richard Rainville *******.*.*********@***.*** Supervisory Security Specialist FMSS

10.Norris Walker PSEP Director Retired-Associate Director Keith G. Warren

11.Carl W Griffin PSEP Memphis Territory 1 Supervisor Retired

12.David Parker PSEP Chief of Contractor Security Management Retired

13.Dennis Jenkins PSEP Supervisor Retired

14.Anthony Martin PSEP Supervisor Retired

Current Position/Workplace

Internal Revenue Service

5333 Getwell Rd

Memphis, TN 38118

Full time Permanent 40 hours a week

6:00am-4:30pm AWS (1st and 2nd Friday)

HCO Office of HR Operations

Talent Acquisition

Contractor Security Branch

Management & Program Analyst GS-0343 Grade 12

March 1, 2024

*Current Assignment

USAccess PIV Badge Project Deployment

Goal Objective: is to issue the new PIV Card before the expiration date of June 30, 2024, from version 7 to version 8.

FMSS has the responsibility of badging all applicants. There are 107,000 employees and 20,000 contractors that must be issued the new PIV card. The scrum/tiger/hotwash team consisted of four employees under the Supervision of the HCO Director Traci DiMartini, John O’Duinn, Michael Colarelli. I have a reputation for getting into “good, necessary, but vital trouble” to cut out wasteful things and re-examining process procedures. Yes, I have been confronted with push-back, backlash, disruption, and confrontation. There are many who challenged us, and they didn’t care who we work for however I know when to stand down and when to stand my ground. I know how to address how research the IRM, and no one fights the IRM for it is our bible we work by daily. Local procedures are signed off by the department head as well as the organizational heads. I have worked on various technical teams whereas I am in high demand for special high priority projects. I am advised and mentored by FMSS Security experts that know every IRM in security. Every project had a successful ending due teams-manship that required long hours due to remote employees under various time zones. Due to our unique team and the knowledge, skills, abilities we each bring to the table. We are approved unlimited overtime to perform the tedious research, update records, data entry, providing the logical, clear, and concise, but realistic feedback to the executives. Many applicants required a renewal of their 5-year reinvestigation before the new PIV card could be reprinted, activated, and issued. I requested the risk assessment checklist and forms to start the onboarding process. There are many employees’ positions that doesn’t require an IRS email address. I make direct contact with the supervisor and requested that they relay the message to the applicant. I am honored to be searched out and selected to support this team to help pursue their mission. I have 12 years of training and qualifications in employee and contractor onboarding. I was sought out to solve specific problems and meet certain challenges. My training in USAccess as a sponsor, adjudicator, and security officer played vital roles along with my specialized experience in having access approval to various IRS systems. I have been recognized first as an analyst, lead, topic, and subject matter expert by FMSS and HCO Personnel Security to participate on several collaborative teams. This short length of time I was available, dedicated, trainable, listener, resilient, determined, to stay with the agenda and meet the target date of June 30, 2024. We kept the Director well informed, and she kept Commissioner Werfel and the Deputy O’Donnell briefed and (we) superseded their expectations. We prevented a service-wide work stoppage by working above and beyond and soared towards 100% participation and cooperation. The impact would cause the deactivation of the applicants’ systems and facilities access. Whereby they would have lost access and the reactivation time for that many people would have been uncertain. We are working on streamlining recruitment, the onboarding process, fingerprints, background checks, badging steps, and re-examining the separation process. As of July1, 2024 we excelled at 99.8% due to a small list of those that retired, transitioned to other agencies or bureaus, transitioned from contractor to employee or vice versa, terminated, and separated due to death. My duty and responsibility are to shut off the access in PDS. The COR or Program manager is to complete form 14604 and employee supervisor is to complete form 14757 and if the IRS equipment is not collected. Their responsibility is to input a SAMC (access card) and/or CSIRC (laptop, keys, thumb drives) report or you can expect a GAO/TIGTA audit finding. I assign work to coworkers, boost morale by showing teamanship. Express the urgency to complete daily projects and yearly goals. I independently make sound decisions that are supported by management. I speak on my supervisor’s behalf in their absence. I correct errors and complete daily logs and reports to ensure our follow up on target to track our workload. I recommend information sharing during team discussions to ensure that we are providing the most relevant as well as correct information of our statement of work. We work as a team to meet our expectations. We develop facts and questions for future use. If we have unanswered questions a list is compiled and elevated to the assistant manager or the supervisor. We schedule in service training to review code of conduct, ethics, and systemic behaviors. We all are required to maintain in our custody current and valid certifications and licenses. We are trained to answer all incoming calls and route them to the requested party or we try to assist and rely upon our training. We leave a clear and concise action trail in the comments, so if the customer calls again our team knows what transpired from the previous conversation. If we provided incorrect information, the customer is put on hold. We then research further to ensure that the most effective information is notated in the standard of operation procedures. We worked from the entry level to the senior level to help the organization on the executive level of the company. Our goal is to mentor each other that we all will excel together and one day become supervisors. A career development succession plan is utilized to train and prepare everyone to become a successful employee. If there is an overage I assist and stay late process I cross reference our stats with other teams to learn best practices when we fall short of our projections. I ensure all parties are well rehearsed in our separation process steps. On the job training is offered to those that require additional training to become secure and more familiarized with the contractor onboarding process steps.

05/09/2009 -Present

HCO, Deputy for Personnel Security, Talent Strategy and Execution

Contractor Security Onboarding

5333 Getwell Rd.

Memphis, TN 38118

Management and Program Analyst

My duties and responsibilities are too onboard and offboard all the HCO contractors and to take the lead on revising their process steps to meet organizational goals. I have administrators access in the HR Connect system. I create records in the (PBIP) PIV background Investigative system that tracks the milestone of all IRS contractors to ensure they are compliant with the IRS policy and procedures. I perform actions in HR Connect by first creating a position description, job code, work schedule, work location, organization code, position, sensitivity code, security clearance. The system generates an employee id number referred to as the SEID for the TED’s ID is now obsolete. I have the access to look up manager’s profiles to assign contractors/employees under their profile in online 5081. I am an administrator in USAccess to sponsor applicants to enroll to have their fingerprints captured and photo taken for the SmartID Card. I am certified and trained on the EDS/USAccess System which is owned by General Services Administration. I proficiently hold five roles in USAccess such as sponsor- create records and edit information, security officer- review identity documents for authentication deactivate and terminate badges, adjudicator-I input the interim and final clearance date and grant systems and facilities access, requestor-perform bulk uploads of thousands of applicants a one time. I submit the fingerprints in HR Connect to forward to OPM to begin the vetting process. As an adjudicator I conduct background investigations for the applicant to begin working for the IRS. I create the record in Discovery Directory which generates the SEID, and this allows the lan, email, internet, phone number to be assigned to the applicant. I have the manager’s proxy to request system applications in online 5081 along with ERAP for those allowed to work from home. I also have the access to shut off the systems and facility access and separate in PBIP and HR Connect to prevent audit findings by TIGTA and the FISMA IT group. I request laptops, headphones, desktop monitors, roller bags, phones and all equipment required for the position. I can perform mass updates of applicants in a one step process and move them on another contract or under a manager in HR Connect. I am a certified Contracting Officer Representative and I train other COR’s their duties and responsibilities. I have access to ABIS Automated Background Investigation System to view the employees and contractors background status.

COR Experience

Former COR Level 1 Federal Acquisition Certification from Defense Acquisition University on 07/05/2019

I am the back-up COR on all 25 HCO Plans & Operations contracts consisting of 18 primary COR’s with a total of 368 active contractors. My duties and responsibilities are to provide oversight and guidance of the vetting process in concert along with Personnel Security for all HCO contractors. I monitor and process the onboarding, SAT training, and offboarding forms for our contractors 5-year compliance. I have administrator access to various systems to track the status of the milestones in PBIP, HR Connect, online 5081, USAccess, ABIS, Archer, ELM’s, and the new Contractor Management Module. I distribute contractor assignments and provide check and balances of their workload to ensure they are meeting the requirements of the contract. I conduct remedial training when error trends become repetitious in the workload. I calculate their time at the end of week and forward the recordkeeping to the vendor. We are proactive at the end of the year by conducting site reviews and processing the timely requisitions to prevent the removal of systems and facility access just in case the contract is not awarded timely. We evaluate and analyze our resources during peak season to ensure we are adhering to the administration’s contractor budget and include modifications to the option years if needed. I provide individual and group training sessions on Skype, Saba, Webex, and Teams. I am responsible for training all contractor new hires, detail employees, summer interns and student volunteers. I work along with Cybersecurity to ensure that all required training is completed to avoid access removal. If the contractor accounts are deactivated for non-compliance, I have access to reactivate the account.

I hold the role of administrator in HR Connect and the new Contractor Management Module as well as make corrections in online 5081 with managements proxy. I can troubleshoot duplicate SEIDS and update ssn’s in online 5081. I create IT tickets to request contractor applications, systems, laptops, docking stations, printers, and badges. I am trained to create contractor records, re-assign mangers, move, copy, delete, and separate contractors in PBIP and HR Connect. I can modify the work and shipping location as well as print, SmartID Cards. I can retrieve memos from ABIS for I am an adjudicator, I can enter interim and final approval dates and update HR Connect to PIV card required to start the printing process of the SmartID Card. I submit the interim access memo and ID Media form to the local security to issue the contractor badge, I upload cases into ABIS and well as provide status checks to the Program Manager and Executives for special, excepted, and expedited cases. I am the only person trained and certified in Identity Management (PSEP) in 2008 by EDS HSPD-12 initiative in Herndon, Virginia to operate the USAccess system for I maintain five roles. Due to funding in 2008 when the Contractor Security Lifecycle Program stood up, I was asked to train the team. Due to the local training I provided to the CSM team it saved the IRS more than $15,000 in travel expenses. I taught the team of 20 as well as a Personnel Security group in Kentucky how to navigate the system and create records in USAccess and HR Connect the authorative system of record for IRS contractors. The CSM team and Personnel Security adjudicators certifications were granted and approved through ELMs.

Performance Aspects

1.Employee Satisfaction/Contribution I interact in a courtesy and professional manner. I am engaged in workplace group meetings and make suggestions upon request.

2.Customer Satisfaction I communicate and listen to instruction with consistency. I can navigate a computer to process my daily workload.

3.Business Quality I am trainable to research projects to make sure it is done swiftly but accurately. I can maintain secure but classified information without disclosing privy information.

4.Business Result Efficiency/Utilization of time- I use my time wisely to make sure I manage my workload to complete all timeframes within a timely manner.

I currently hold five roles in USAccess to onboard employees and contractors. I have administrative permissions and authority in HR Connect/PDS to create, delete, and troubleshoot systemic issues.

1.Sponsor- I create the profile records and send out sponsorship emails.

2.Security Officer- I review identity documents for authentication, pin resets, reprint, reissues which opens the record, so the applicant can re-enroll (photo & fingerprints).

3.Adjudicator- I am trained to retrieve the approval memo dates in (ABIS) Automated Background Investigation system and input them in HR Connect so the card will start the printing process and activate the velocity system (doors, parking lot, elevator etc.) and grant systems access (online 5081/BEARS, LAN, EMAIL, IDRS etc.).

4.Activator- I am trained to assist applicants with activating the SmartID Cards.

5.Bulk upload Requestor- I assisted the PBIP administrator in uploading 18,000 contractors into HR Connect as a secondary authorative system of record to house the IRS contractors for sponsorship in one launch into the USAccess.

05-15-2008 to 09-14-2019

Transitioned from FMSS to HCO October 2018 Current Manager Paula E. Davis

HCO Policy and Administration

Contractor Security Management

Management & Program Analyst GS-0343 12

I have ten plus years of Experience:

Program Leadership: Successfully plans, promptly adjusts plans based on new information gathered, and proactively achieves organizational goals by exhibiting leadership, specifically related to leading teams and training related projects.

Conflict Management: Instantly addressing the issue before it takes a destructive path to disrespect, defensiveness, and aggression. Conflict normally starts with poor communication and create an enormous problem and a breakdown in the workload and accomplishing organizational goals.

Problem Solving and Decision Making: Define the problem and how it originated, brainstorm scenarios of cause and effect, as a team identify alternatives for approaches to resolve the problem, plan the implement of the best alternative the solution, and as a team review the results and ensure it is the only option with the best successful outcome.

Planning: Determine the training and developmental needs of the team. Set the goals and objectives for the needs of the assessment. Evaluate organizational readiness and identify key roles. Evaluate prior or the other needs of the assessment. Prepare the project plan.

Evaluating and Monitoring: List the problems the organization wants to solve (losses, risks, and underperforming departments), list indicators for each problem to solve that are concrete and measurable, as well as objective as possible. Consistent measurability is vital in developing the framework of the organization. Determine how to observe and measure the indicators and the frequency to record the measure. Write a brief title for each job description and observation task for each indicator to address. Assign the best team members each a job description. Determine how the information will be utilized from previous steps and compare the base line analysis to reality benchmarks the team has set. Create a rough draft and allow someone outside the team to review and comment. Make the necessary changes and clarifications then format the document into the SOP.

Oral Communication/Speaking: Scheduled classroom instructor training, virtual training, skype, OCS, Facetime, to allow team members to provide detailed feedback. Allow the team to interpret, compose, present process steps, IRM, policy and procedures, ideas, and values as a form of verbal communication to introduce and prepare for presentations.

Reading: Analysis of comprehending during and after the strategy. It allows one to form an opinion, make judgements, and develop ideas from reading and critically evaluate a text.

Reasoning and Thinking: To form a conclusion or judgement of analytical skills, numerical problem solving, and good judgement. To improve reasoning skills is to keep trying new things. Effective memory and thinking exercises. Create a daily journal can improve critical thinking skills. Encourage and engage in reading.

Writing: The process of applying plain language and producing clear, concise, logical, and grammatically correct written material by using a variety of writing styles, using editing techniques, as appropriate to the circumstances and relaying it to the intended reader.

Analytical Skills: Utilizing the ability to investigate a problem and find the ideal solution in a timely and efficient manner.

Employee Satisfaction: Promotes effective communication, cooperation, and knowledge skill sharing among a group, which may have remote located members, specifically related to leading teams and training related projects.

Customer Satisfaction: Actively gathers feedback from customers to identify their needs and expectations. Also, provides responses to the customer that are prompt, consistent, and tailored to the needs of the customer, specifically related to leading teams and training related projects.

Business Results: Makes recommendations for improvement of the program and keeps stakeholders informed of progress or potential problems in completing assignments, specifically related to leading teams and training related projects.

Professional Expertise: Produces work products that are clear, well organized, technically accurate, and thoroughly researched. Quickly takes steps to resolve problems as they are identified. Again, specifically relate statement to leading teams and training related projects.

Specialized Experience as defined below:

Management & Program Analyst

I assist the Memphis Executive Assistant and Staff Assistant with the completion of the team’s work assignments. I have the supervisor’s proxy to edit the daily time and attendance. I ensure that overtime is distributed, and the allotted hours worked for the pay period. I respond to the invite requesting leave. I adhere to the approval process of annual and sick leave. I monitor the workload to prevent over aged cases. I ensure leave is requested timely and shared fair and across the board. I assist with the onboarding new employees and contractor support. I request desk, phone, laptop, monitors, laptop bags and equipment for telework by inputting OS Get Services/KISAM/IRWorks tickets and escalate to the IRS help Desk. I also request systems access in BEARS. I ensure the contractors SITS & SAT training is uploaded in ITM and track their history

Contact this candidate