Took on leadership role to meet critical objective. Homeland Security office was tasked with initiating
formal security/information sharing guidelines for agencies charged with border protection. Interfaced with
endusers and contractors, devising automated systems/SOPs that ensured data readiness while
maintaining security protocols. Provided exceptional service to this Truestone customer, fostering
additional contract opportunities.
Rapidly met new customer requirements. The diversity of Homeland Security’s support requirements
demanded greater flexibility from Truestone’s call center team. Conducted needs assessment. Added
numerous SMEs plus extra call center personnel to meet contractual obligations and assure ability to adapt
to future client needs.
Provided technical/administrative support vital to contract’s success. Truestone’s agreement with
USAID called for help desk, email and server/storage maintenance support of agency’s proprietary finance
software. However, due to lack of SOPs and redundant support systems, it was often difficult to meet
contract demands. Established formal SOPs and ongoing training program to resolve these barriers,
enabling fulfillment of this important contract.
Directed costsaving/serviceenhancing departmental integration. Truestone customer, Minerals
Management Service, needed to consolidate two help desk operations to reduce costs/achieve greater
efficiency. Formed “tiger team” to guarantee overall technical compatibility. Interfaced with endusers,
making sure that their needs were met. Earned high praise for virtually seamless integration and
subsequent boost in help desk effectiveness.