program management analyst gs 7 gs 13 resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
As a Program Analyst with the Automated System Management Group assigned to the User Support team I would like to have an opportunity to acquire the Manager position.
  • Sustained Superior Award - 3/88, 12/88, 5/89, 2/90, 5/91, 11/92, 6/93, 3/94, 4/94
  • Special Act - 6/86, 9/88, 11/88, 4/91, 3/92, 5/92, 7/93, 11/93, 8/94, 9/95, 3/97, 4/97, 5/97, 6/98
  • Directors Award - 12/01
  • Incentive Award - 7/95, 1/97, 12/98, 6/00, 1/01, 8/01, 2/02, 10/02, 11/02, 2/04, 9/04, 12/04, 9/05, 11/05, 9/06, 11/06, 5/07, 11/07, 2/08 (2), 5/08, 9/08, 6/09, 11/09, 12/09, 12/11, SME on NPS Contract 5/12, 11/12, 11/13, 9/14, 3/15, 9/16  
  • Cash Award - 11/07, 2/08, 5/08, 8/08, 9/08, 11/08, 1/09, 7/09, 12/09, 11/10, 2/12, 11/12, 11/14, 3/15, 9/15, 11/15, 11/16
  • ASMB Dedication Award - 12/10 & 4/16
  • USA Staffing system expert
  • Technical help desk experience
  • USA Staffing System User Acceptance testing
  • USAJOBS User Acceptance testing
  • Network penetration testing
  • Project management skills
  • Strong collaborative skills
  • Excellent problem solving skills
  • System requirements gathering
  • System requirements writing
  • Complex problem solving
  • Troubleshooting proficiency
  • Programming and design skills
  • Certified Scrum Master
  • Exceptional telephone etiquette
Program Management Analyst - GS 7 - GS 13, 01/2001 to Current
Department Of AgricultureDelta, ,

  • I am a primary member of the USA Staffing Program Office team and I am a member on the USA Staffing User Support team.
  • I am the Product Owner of the Legacy USA Staffing system and also the Project Manager of the Legacy USA Staffing decommissioning project.

  • Led regular stand-up meetings, events and continuous improvement projects with measurable goals.
  • As being a Program Analyst on the USA Staffing Support team the duties that I perform on a daily basis include various skills and expertise.
  • My responsibilities include the design, development and operational management of the USA Staffing system.
  • I have worked with various agencies developing system requirements and designing automated approaches.
  • Drafted user stories, use cases and functional specifications to support product development.
  • I have been heavily involved with the deployments of all the USA Staffing systems. These would include the MARS, Citrix and Web versions of USA Staffing.
  • I have been an active member of the development and testing team of USA Staffing.
  • I am the primary lead from ASMG that coordinates the testing and implementation schedules with the Technology Services Group to successfully deploy new versions of the system into production for all users. 
  • I review draft functional requirements for usability effectiveness.
  • I delegate testing tickets to other members, oversee testing progress, test tickets and write all enhancement documentation for all users.
  • Advise all users the new system functionality by corresponding through email or web conferencing.
  • During my time spent being a member of the ASMG team, I have developed and designed new functionality of the system.
  • I have written many new and innovation approaches that has made the system a better product.
  • I edit several system specifications and functionality requirements for the programmers to implement into the system.
  • I validate all specifications and requirements for the system corrections and enhancements.
  • I have analyzed and tested several system corrections and enhancements to ensure all changes are made correctly and the system still maintains its full functionality.
  • I have written many sections of the on-line Help of the system.
  • By writing areas of the on-line Help, instructions are written in a simple explanatory manner in which users understand the functionality of the system.
  • I was also involved in the design of the USA Staffing Training Manual.
  • I worked extensively with contractors to develop a well organized and intuitive manual for all new users.
  • I have extensive experience working with a large group of Federal customers troubleshooting their hiring process needs.
  • I work closely with all customers providing guidance in the proper application of staffing systems to meet the agencies goals within the rules of their agency Merit Promotion requirements and regulations of Federal hiring.
  • I have been able to establish an excellent working relationship with many agencies.
  • This is based on my willingness to listen, analyze and understand different perspectives and situations of those who I work with.
  • The recent example of this would be working with our largest customers : Department of Defense, Veterans Affairs and HHS.
  • I was heavily involved with the OPM's director's initiative of the ACWA Assessment Delivery System.
  • I made various suggestions on how the program should have been implemented and developed. The ACWA Assessment Delivery System gave applicants the choice of retaking the ACWA assessment questionnaire or retain their current rating. The Assessment Delivery System Program was a success.
  • I was also an active member that implemented the Federal Information Technology Job Fair conducted by OPM for various federal agencies.
  • Communicate complex technical requirements to non-technical personnel.
  • Interact with outside agencies and other technical experts on critical Information Technology issues.
  • Advise management on new developments and advanced technologies.
  • Provide technical training expertise to current and/or potential users to minimize confusion of computer operations.
  • Interact directly with various internal and external organizations for troubleshooting large scale network issues.
  • Conduct research and/or analysis to justify the selection and acquisition of systems automation hardware and software.
  • Conduct research on requested items to determine functionality and/or compliance standards.
  • Wrote, tested and deployed the process of purging old data within the system.
  • Wrote, tested and deployed a new script to change permission profiles for the decomissioning project. 
  • I was a member of the CAU Program Management team and served as a Business Analyst. I worked with developers and clients to write system requirements. Assisted in system user acceptance testing and troubleshooted various system issues.

    |When acting as the User Support manager I supervise a section of 7 Program Analysts. I provide administrative and technical supervision to staff, including performance management, quality assurance, employee development, and resource allocation.​
Contribute to organizational strategic planning, resource planning and visioning activities.

Provide technical consultations to Federal‐sector clients concerning USA Staffing (USAS) functionality, as well as how to best utilize the USA Staffing product line to comply with a myriad of Federal employment laws, agency‐specific policies, union agreements, and modern business practices.
During my time in this position, and on a daily basis, I directly interact with the customer base regarding all facets of their HR talent acquisition system needs. The consultations can range anywhere from single phone calls and emails, to multi‐month projects that require regular interaction and coordination between myself and the customer stakeholders. Nearly all of these consultations with customers are unsupervised, and require quick, independent judgment to successfully diagnose and resolve issues.

I have been praised and awarded on numerous occasions by the agencies, both verbally and in‐writing and my performance evaluation display my strong expertise, commitment to customer service, professionalism and team work.
Troubleshooting and refining reporting products to better meet the customer’s objectives.  
Developing new reporting products and best practices to begin measuring a given HR program/initiative, such as quantifying the success of a new demonstration project via analytics.  
Analyzing metrics using Cognos, Excel, or Discoverer.
Implementing/Transitioning from one talent acquisition system to another. Technical training regarding the operation of USAS, Cognos, Excel, and Discoverer.
Apply expert knowledge of recruiting, staffing, and assessment regulations to provide strategic consulting and account management services to USA Staffing customers. Act as primary point of contact for license agreements, implementation support, basic user training coordination, continuing education via webinars, enhancement requests, and coordination of services with other OPM groups.
Develop standard operating procedures for new business processes and training materials that best meets client needs. Anticipate customer needs, identify business requirements, share best practices, and propose solutions.
Help HR managers and employees take advantage of automated recruiting through the use of the USA Staffing system by providing demonstrations on the use of the system and answering questions received on a daily basis. 
Test new system functionality prior to and after system deployments.   Conduct training on new system functionality. Lead customer transition planning initiatives. Provide technical support and suggest best HR practices.  
Develop and implement a wide range of internal and external customer communications to inform stakeholders of new developments, guide change management activities, and direct transition, implementation and decommission initiatives.      
Act as Product Owner for the Legacy USA Staffing system.
Act as a Product Manager for the Legacy decommissioning process.
Advised Federal agencies, staffing professionals, vendor system agents, and job seekers the best practices of the USAJOBS product line.
Attend weekly USAJOBS vendor meetings to discuss new system enhancements.
Coordinate system enhancements into the Legacy system. Test all enhancements and teach other employees of the new functionality.          
Write technical requirements for the developers to enhance the USA Staffing system.
Worked closely with Staffing Policy, Classification Policy, and Recruitment offices on major initiatives including advising agencies government-wide on recruitment and staffing best practices for competitive and non-competitive hiring.  Such as Administrative Law Judge and U.S. Deputy Marshall and Fed CDP. The Fed CDP project produced a mechanism that enabled IT professionals to apply for Federal IT positions in five occupational specialties.  Applicants were able to minimizes duplication of effort and the system eliminated questions that did not pertain to the applicant's situation and if rated sucessful the were automatically sent to an external vendor that supplied the specific speciality ability test. 
Prepared and delivered end user training, management briefings, and marketing materials for all staffing systems Wrote technical requirements for web application developers.
I perform a variety of duties. I regularly work with Federal human resource customers and management to resolve complex automated human resources systems (information technology) issues. I have extensive experience in customer service and consulting; resolving issues for internal and external customers at all agency levels.   My career began using the MARS (Micro Automated Rating System). I have been immersed in the evolution of all the USA Staffing systems since it is was created. I taught USA Staffing to new users, and contributed to the development of system enhancements of the Citrix and Web versions. I have helped develop the requirements and tested virtually every aspect of the system. I played an integral part in the development of the ACWA Assessment Delivery System, Deferred rating process and converting old Infragistics software code into a new platform and implemented into USA Staffing. I was also heavily involved with the encryption of SSN and DOB within the system and Single Sign On. I have participated in and served as an integral part of moving this system from paper applications to electronic imaging (document uploads and faxes), bubble forms to scanable teleforms, paper applicant notifications to email notices, etc.
The Help Desk also serves as a conduit for users to request system enhancements. I review and research these requests and if appropriate recommend them for consideration as system enhancements. All enhancements require research, planning, functional requirements, development, and system testing prior to deployment.
I develop and write system functional requirements for USA Staffing and test new system development to assure it meets the functional specifications. I work closely with the Technical Support Group (TSG) to ensure system changes, fixes, and enhancements are effective and meet the needs of our user base.
Computer Assistant, 01/1998 to 07/2001
Department Of AgricultureDutch John, UT,
GS - 5
Computer Assistant, 07/1988 to 01/1998
Veterans Health AdministrationHouston, TX,
GS - 5
Data Transcriber, 1986 to 07/1988
U.S. Office Of Personnel ManagementCity, STATE,
GS 3 - GS 4
Software Quality Engineering
 •  Test Process Management  •  Testing Under Pressure  •  Test Estimation and Measurement  •  Just-In-Time Software Testing Workshop
Agile Scrum Master Certification
Agile Conference 2015 & 2016
Strong Communication Skills, Organizational Skills, Time Management, Technical Support, Troubleshooting, Problem Resolution, Software Testing, Information Technology, Product Research, Project Quality Control, Requirement Analysis, Requirements Gathering, Product Life Cycle Management, Product Management,  Project Planning, Team Foundation Server, SharePoint

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    • Program Management Analyst - GS 7 - GS 13
    • Computer Assistant
    • Computer Assistant
    • Data Transcriber


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