Customer Service Project Management
Resume:
Donna Gordon
Richmond, VA
***********@*****.***
Summary
MBA with a long history of complex program management in support of executive and enterprise services.
Experience
Security Professional
Allied Universal 05/2024
Richmond, VA
Provide s customer service to client by performing security related procedures, site-specific policies, and, when appropriate, emergency response activities. Maintains logs and records of activities and incidents. Deters unauthorized activities by maintaining awareness of all reported incidents and responfds appropriately. Communicates with customers daily, provides friendly and courteous service, and answers questions
Project Management Consultant
K-Force 08/2011 - 03/2012
Tampa, FL
Managed a short-term effort to clean data as part of Special Operations Command (SOCOM) IT department reorganization effort. Contacted SOCOM personnel to determine status of efforts and updated or closed records depending on response. Led meetings, acted as secretariat for departmental meetings. Interfaced with SOCOM executives to update in progress and discuss progress. Kept applicable metrics. Managed progress schedule. Attended and chaired board meetings and executive committee meetings, leading to updates to action plan by the board
Program Manager
Keane, Lockheed-Martin, Headstrong, Booz-Allen, Compumatics 01/2000 - 11/2011
Washington, DC
As a contractor employee, supported and led contracts to the Federal Government Intelligence Community from contract award to final delivery. Developed a Global War on Terrorism expert website, supported executives at Defense Information Systems Agency in ongoing efforts managing Computing Services and multiple data centers. At National Geospatial-Intelligence Agency, assisted the Innovision CTO, leading, attending, providing secretariat service on meetings, which keeping subordinate department heads informed of activities. Participated in enterprise architecture efforts. At CIA, managed development of a search mechanism across heterogeneous file systems, and also managed IT support efforts at the Analysis Directorate.
Systems Engineer
MRJ, Northrop Grumman, ESL, MITRE 01/1987 - 01/2000
Washington, DC
Began as a technical writer at The MITRE Corporation, and progressed into systems administration of the Economic Analysis Center, obtained a systems engineer position at ESL, managing the database of Likely NATO communications equipment for international interoperability. At Northrop Grumman, managed test plans and procedures for a system for the Defense Intelligence Agency that tracked terrorism network members. At MRJ, supported a satellite ground station in managing requirements for imagery. Also developed a database of satellite constellation repair and actions taken.
Intelligence Specialist
Navy Reserves 03/1990 - 03/1998
completed all requied training. Supported Office of Naval Intelligence in commercial shipping area, Defense Intelligence University and Pentagon Operations Center during tenure. Honorably discharged.
Administrative Assistant
Hazleton Labs, Veterans Affairs 01/1983 - 01/1987
McLean, VA
in 1984, obtained position supporting the Associate Medical Director for Research, VAMC, Minneapolis. Managed calendar, travel, meetings and correspondence for internationally renowned lecturer. Developed grant documentation, coordinated review of candidate articles for peer-reviewed journals, acted as secretariat for Human Studies Subcommittee. Moved to Northern VA and obtained similar position at Hazleton Laboratories. Laid off and found position at MITRE.
Education
Mercyhurst University Intelligence Analysis
05/2006
McLean, VA
Georgetown University International Business
04/2000
Washington, DC
Strayer University Management Information Systems
12/1992
Washington, DC
Skills
Customer Service
Time management
Leadership
Guest services
Microsoft Office
Project Management Software
Project Management Methodology
Scrum Software Development
ITIL
Time management
Computer literacy
Communication skills
English
Documentation review
Documentation development
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