Customer Service Public Safety

Judith Ann Hutchison

*** ***** **

St. Albans, VT 05478 US

Mobile: 802-***-****

Email: ******.*.*********@*****.***.***

Professional Experience:

Skills:

-Expert level customer service skills.

-Highly skilled in analytical thinking.

-Ability to analyze data, detect trends and patterns, determine outcomes, and prevent future risks by creating resolutions to complex issues.

-Years of experience working with law enforcement agencies to address national security and public safety concerns to include fraudulent activity.

-Use of Immigration and FBI systems comparing data, recognizing patterns and trends, analysis of information in multiple systems and creating preventative measures to avoid threats and fraud.

-Trained in multiple systems such as Word, Smart, Excel, OneNote, PowerPoint, Canva, etc.

-Professional and organized with the ability to multi-task, independently prioritize workloads, and adjust easily to changing priorities on a daily basis.

-Self driven in career growth, quick to learn new tasks, and constantly seeking new learning opportunities.

U.S. Citizenship and Immigration Services – Vermont

USCIS HQ National Security & Public Safety Fraud Division – Management & Program Analyst

12/2/2024 – 1/31/2025 Detail – Full time 40 Hours/Week

Series: 0343 Pay Plan: GS grade: 12 Salary: $90,431.00

●Independently completed derogatory I-134 workload mission (WM) case closures, created Fraud (FD) & Public Safety (PS) cases within the FDNS system.

●Reviewed derogatory cases and determined further action needed, while notifying upper management on cases that require notification to Immigration Records and Identity Services (IRIS). For Example, when IRIS-confirmed filings are awaiting beneficiary attestation, but FDNS subsequently identified fraud or public safety concerns, we requested IRIS reopen and non-confirm the filings based on our findings.

●Process improvement: created a Ukraine, Cuban, Haitian, Nicaraguan, and Venezuelan (UCHNV) IRIS tracking sheet to log all cases requiring referral to IRIS. This ensures each case is referred as needed and addressed before the beneficiary enters the US. This resulted in 100% accuracy and timely completion of all cases.

●Updated Records of Action (ROA’s) when information was no longer relevant or correct. Ensured each receipt number, ELIS account number, and I-134 adjudication decision was accurate before uploading into systems.

●Referred all FD cases created for further investigation by an Immigration Officer (IO).

●Reported all UCHNV cases in a tracker that require direct notification to U.S. Immigration and Customs Enforcement (ICE). For example, PS or FD concerns where the beneficiary is already in the US.

●Vetted incoming Fraud Detection and National Security (FDNS) UCHNV TECS inquiries and reviewed incoming emails, logged information into a tracking sheet, and determined if it is FD, PS, or both.

●Assisted lead Management & Program Analyst (MPA) with the UCHNV referrals tracker, searched an outdated tracker for each case, researched folders to include ROA’s and other important documents, and added information into the current tracker.

●Trained incoming MPA on U4U Red Case Closure process, identifying fraud concerns, and mailboxes.

USCIS Office of Intake & Document Production – Management & Program Analyst

4/21/2024 – Present / Full time – 40 Hours/Week

Series: 0343 Pay Plan: GS Grade: 11/12 Salary: $73,889.00 - $90,431.00

Supervisor: Clara Espinoza / PH: 602-***-****

●Serves as an Analyst in the Case Resolution Unit resolving complex filing issues using OnBase and other USCIS systems.

●Trained in multiple queues within a short period of time, then tasked with assisting other employees by providing training and extra support to others in areas of need.

●Perform management studies and analyses of applications that support the processing of Immigration and citizenship benefit requests.

●Identifying and defining problem conditions and administrative issues to recommend remedies that improve the quality and efficiency of mission operations. Example: Recognized specific cases being submitted with duplicate copies resulting in more queue based work. Recommended changes to the submission instructions by communicating with another team. This resulted in a 15% cut on daily queue work and rework saving the organization hours of work at multiple levels of the submission process.

●Examining, evaluating evidence, and analyzing immigration benefits documents received for authenticity.

●Reviewing, searching, and updating discrepancies found within data systems.

●Interpreting complex guidance materials and exploring the intent and meaning of related concepts in standard operating procedures established by the office and agency.

●Researching and analyzing supporting documentation and electronic systems to obtain jurisdiction and perform proper routing of immigration benefit requests.

●Determining whether the requests for immigration benefits sought are valid and whether applicant is eligible for immigration benefits.

●Utilize a variety of office automation software and internal/national databases to support management initiatives.

●Making suggestions for process improvement by observing trends and creating solutions for more difficult scenarios.

●Attending trainings to strengthen my professional skills. Ex: Conflict Management, Strategic Thinking, Developing Others – Providing Effective Feedback, Productivity Management.

●Researching complex systems and executing queries by interpreting and analyzing sources such as Elis, CIS2, PCQS, Benefits Hub and other electronic systems.

USCIS Office of Contracting – Management Analyst

9/10/2023-4/20/2024 / Full time – 40 Hours/Week

Series: 0343 Pay Plan: GS Grade: 11/12 Salary: $70,180.00 - $84,117.00

Supervisor: Tara Bombardier / PH: 802-***-****

●Served as liaison with Headquarters Program Offices for Property, Human Resources, Budget and similar administrative programs.

●Participated in planning and development of business strategies and recommended internal procedural changes.

●Completed building inspections to ensure safety of office and reporting any issues found that need to be addressed.

●Updated the Emergency Notification System with new employee emergency contact information to ensure they be contacted appropriately if an emergency is to occur at their local office.

●Completed fingerprint and PIV card appointments for employees.

●Assisted with providing New Employee Orientation Program to incoming employees.

●Managed the movement of employees from the 2nd and 3rd floors of office to the first floor. Prepared new work areas with necessary equipment and assisted with having office phones set up for use, allowing for an easy transition to new seating arrangements.

●Managed and organized information by use of computer skills to update systems with accurate information while completing financial analysis relating to budget purposes. Organizational awareness while using mathematical reasoning to make financial decisions to benefit the organization.

Center Fraud Detection Operations/CFDO Immigration Analyst II-FDNS

11/24/2019-9/10/2023 / Full Time – 40 Hours/Week

Series: 1801 Pay Plan: GS Grade: 09/S4 Salary: $60,935.00

Supervisor: Aileen Sayre / PH: 802-***-****

●Pre-evaluated Fraud Referrals and determined if they required further investigation while data entering them into FDNS-DS for employment and I-918 teams.

●Researched multiple systems to track and assign work for electronic filings such as ELIS, STACKS, Benefits Hub, Case Scanning Portal (CSP), etc.

●Prioritized multiple tasks in a fast-paced environment with competing priorities such as Premium Filings and requests.

●Demonstrated ability in reaching goals and exceeding expectations by completing work duties in a timely manner as well as offering support to other CFDO teams. For example, completing over 1000 SGN’s for the System Generated Notifications (SGN) team to overcome a large backload of work on multiple occasions.

●Tracked Premium Filing movement within the department by completing the Crag Report and documenting them in an Excel spreadsheet shared with upper management.

●Updated management on newly reported companies with fraud concerns that could affect adjudication or require revocation on an already approved case by completing the Vibe Red Report.

●Used analytical skills by researching systems and files, making comparisons, and resolving any incorrectly consolidated filings physically or electronically, while also ensuring that all files related to a subject are correctly consolidated.

●Created ROA’s for completed SGN’s and Leads relating to each subject requiring review / investigation for fraud concerns.

●Recognized and selected by Head Quarters to create a Power Point relating to my investigation to present to a broad audience within FDNS.

●Identified, articulated, and pursued suspected Immigration benefit fraud, public safety, and national security concerns.

●Responsible for completing scrapes in SMART when looking for specific information or trends within a focus of interest. Manipulating the data to display what is needed in an organized manner.

●Developed guidance for HAC codes to ensure all updates are completed in CLAIMS3 to accurately show file history using technical competence skills.

●Initiated and completed end-client verifications to request or determine authenticity of documents submitted by applicants to acquire a benefit and ensuring that they meet the requirements.

●Planned, developed, documented, and evaluated trainings for other Immigration Analysts to complete certain processes.

●Created written reports for fraud cases to be used in assisting and influencing an adjudicative decision by detailing detection of Immigration Fraud and pertinent patterns.

●Attended and completed Analyst University to enhance my analytical skills.

●Used and shared knowledge from prior positions at the Vermont Service Center with current department to bring awareness regarding certain processes. This allowed our division to better communicate and understand the needs and priorities of other departments and has greatly enhanced the ability to work as a team and accomplish the mission of our agency.

●Suggested, created and implemented changes to the I-918 team Fraud Referral process for tracking purposes to ensure Fraud Referrals get completed in a timely manner.

●Excellent communication skills while interacting with colleagues, supervisors, and management in a positive and beneficial way; showing the ability to cooperatively work with others.

Immigration Services Officer / Humanitarian

02/17/2019-11/24/2019 / Full Time – 40 Hours/Week

Series: 1801 Pay Plan: GS Grade: 09 Salary: $51,666.00

Supervisor: Elizabeth Bokan / PH: 802-***-****

●Adjudicated Humanitarian and family-based filings to include I-765’s Application for Employment Authorization and I-130’s Petition for Alien Relative, while following current laws and regulations.

●Use of multiple systems to complete review of subjects entire Immigration History to ensure accuracy in adjudication decisions such as Customer Profile Management System (CPMS), Person Centric Query Service (PCQS), Nationals / CIS2, Consular Consolidated Database (CCD), Enterprise Document Management System (EDMS), Computer-Linked Application Information Management System (CLAIMS3), TECS.

●Scheduled and monitored Fingerprint Appointments using National Appointment Scheduling System (NASS).

●Provided customer Service skills through internal and external communication with attorneys, ICE Officers, and customer inquiries, while researching multiple systems to ensure accurate information is given and resolving complex issues.

●Completed VAWA Safe Address and Fee Waiver processes to ensure correspondence is sent to the correct address, and waivers are approved or denied as needed.

●Updated systems with current data while completing file reviews and ensuring submitted documents are accurate and complete.

●Worked successfully with a diverse group of individuals and resolved problems in response to customer reported incidents and inquiries.

●Monitored Flag Duty, including answering questions from officers and contract employees about issues they have with files and providing guidance through written or verbal communication.

●Attended and completed Immigration Services Officer basic training while studying Legal, Government jurisprudence. Trained in identifying accuracy and authentication of legal forms and ID’s, such as birth/marriage certificates, driver’s license etc.

Immigration Management Assistant

08/07/2016 – 02/16/2019 / Full Time – 40 Hours/Week

Series: 1801 Pay Plan: GS Grade: 07 Salary: $44,122.00

Supervisor: Michael Hoeflich / PH: 802-***-****

●Conducted administrative and operational aspects of United States Citizenship and Immigration Services (USCIS) management and program operations; performed a variety of clerical and technical work in support of management and program analysis functions and processes while maintaining a high degree of organizational awareness.

●Independently reviewed documentation while paying attention to detail, to ensure accurate decision making on eligibility of benefits.

●Project management by planning and conducting a variety of management programs or activities that impact center activities/operations by using my technical competence expertise.

●Organizational Performance Analysis by monitoring operational activities to ensure they met compliance requirements. Negotiated, when necessary, with different departments to ensure the needs are met for all parties while still being efficient.

●Conducted in-depth studies of difficult files, made determination of the appropriate status of each case and action required. Gave direction regarding how to correct them while using verbal or written communication.

●Used teamwork as a learning experience to share and obtain knowledge on different processes.

●Identified, analyzed, and resolved issues regarding program activities to ensure management processes are efficient to reach short and long-term goals of the agency.

●Accountability, able to work independently, make decisions, control, and maintain installed administrative and information management systems relating to adjudication functions, records, mail, directives, budget, time and attendance, and other administrative/operations programs. Prepare reports, spreadsheets, and provide program and administrative information based on findings.

●Used statistical analysis to coordinate and implement management information systems that focus on long, and short-range plans, policies and programs related to goals, objectives, and priorities.

●Prepared written reports that identify, research, and analyze various problems and issues relating to the quality of the information supporting the Direct Mail Program which is gathered from data assurance inspections conducted under the direction of the Contract Performance Analysis Unit supervisor. Recommended corrective actions for contractor performance issues. Developed methodologies and plans for system utilization activities for use in standardizing, evaluating, and expanding systems used to assure full utilization of the system by users.

●Supported various administrative or operational programs by managing requests from internal customers; manage inquiries, whether telephonic, fax, e-mail, written correspondence, third party referrals, electronic referrals or in person, using various USCIS databases.

●Data Management by use of software functions; manipulating the document’s text and data so that it conforms to existing office dictation and format standards. Research, prepare and provide verbal or written technical guidance, including reasoning behind the solution to USCIS office management staff in the application of management systems. Conduct data queries, validate and analyze data, and create reports for management on program components.

Security Clearance

Top Secret Security Clearance with SCI Access – Active

Education:

CCV Saint Albans, VT United States

Some College Coursework Completed

Major: Business

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