-Developed Training Material/Standards for the Secure Flight Operations Center. Attention to details in all aspects of procedures. Updated and maintained Standard Operating Procedures (SOP), training documents and job aids. Reserved conference rooms using Microsoft Office Outlook email and calendars. Coordinated new hire training, provided routine training/re-training. Engaged in new system releases training. Researching and interpreting data, comparing this information with vetting results data and referring data to SFA-s for further resolution. Apprising on-duty SF Watch officers of any significant activity or noticed trends. Identify gaps in needed information and taking action to obtain the proper intelligence and law enforcement information to support accurate security threat assessments. Used TSA Travel system software and expense system. -Validate the identity of each caller, determined the type of call for routing or resolution. Created records in the case management system, advising final disposition of each case. Document all technical requests, routing the call to the appropriate department. At the conclusion of every call, document the resolution of each case.
-Trained new Watch Supervisors on the position of Program Assistant/CSA and the duties performed. Trained new Customer Support Agents/Program Assistants on using the computer systems, answering calls appropriately, forms and reports to be filled out, identify and address developmental needs. Perform training calls with Secure Flight Analyst (SFA) for procedures used for analyzing vetting system-produced results for possible matches of passengers to individuals on terrorism watch lists. Insuring the SFA understands what type of calls they could potentially receive, working with Watch Supervisors and Senior SFAs.-Gathered and systematically maintain data; paying close attention to detail; determine its importance, accuracy, and effectiveness; and presented it by using a variety of methods to meet the specific need. Make well-informed, effective and timely decisions, even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions. Identify and analyze problems; weighs relevance and accuracy of information; generate and evaluate alternative solutions. Maintain recall roster, administrative support as needed.-Open to change and new information; rapidly adapting to new information, changing conditions or unexpected obstacles paying attention to details.- Make clear and convincing oral presentations; listen effectively; clarify information as needed. Write in a clear, concise, organized, and convincing manner for the intended audience, giving precise and detailed information of the situation that occurred. (Contact Supervisor: Yes, Supervisor's Name: Nancy Freeman, Supervisor's Phone: xxx-xxx-xxxx

Professional Solutions5/2009 - 12/2010
Colorado Springs, CO US


Program Assistant, Secure Flight Customer Service Agent
-Validate the identity of each caller using Secure Flight Standard Operating Procedures. Determine the type of call for routing or resolution. Using the Secure Flight User Interface to verify the identity of passengers matched to the government Watch Lists with the Vetting Operations Division, Office of Transportation Threat Assessment and Credentialing (TTAC), Transportation Security Administration (TSA), Department of Homeland Security (DHS). Reviewing Secure Flight vetting system conflict match results and creating records in the case management system. Verify the information being submitted for accuracy and completeness: Route calls requiring resolution to the SFA. Advising final disposition of each case (i.e. potential match) to the airline operator. Document all technical requests, route the call to the appropriate department. At the conclusion of every call, document the resolution of each case in the government provided case management system. Assist in coordinating local law enforcement, should that become necessary. -Gather and systematically maintain data; paying close attention to detail; determine its importance, accuracy, and effectiveness; and present it by using a variety of methods to meet a specific need. Make well-informed, effective and timely decisions, even when data is limited or solutions produce unpleasant consequences; perceives the impact and implications of decisions. Identify and analyze problems; weighs relevance and accuracy of information; generate and evaluate alternative solutions.
- Training new Watch Supervisors on the position of Program Assistant/CSA and the duties I perform. Perform training calls with Secure Flight Analyst (SFA) for procedures used for vetting records, insuring the SFA understands what type of calls they could potentially receive, working with Watch Supervisors and Senior SFAs. Train new Customer Support Agents/Program Assistants on using the computer systems, answering calls appropriately, forms and reports to be filled out, the locations of where to find and save reports, identify and address developmental needs of subordinates, sharing information, knowledge and my expertise, giving advice to fellow coworkers.
-Open to change and new information; rapidly adapting to new information, changing conditions or unexpected obstacles and explain to others so they can adapt to the change and understand it, to be able to complete the task assigned. - Treat others with courtesy, sensitivity, and respect; consider and respond appropriately to the needs and feelings of different people in different situations. Make clear and convincing oral presentations; listen effectively; clarify information as needed. Write in a clear, concise, organized, and convincing manner for the intended audience, giving precise and detailed information of the situation that occurred. (Contact Supervisor: Yes, Supervisor's Name: Lisa Lewis, Supervisor's Phone: xxx-xxx-xxxx)

Kumar & Associates, Inc.
7/2003 - 5/2009
Colorado Springs, CO US


Engineering Administrative Assistant
-Assisted engineer-s with reports, composing, editing and proofing to the final copy, composing, edited and finalized proposals for prospective projects, created new word processing documents, excel spreadsheets for financial statements, requested insurance certificates for projects, created reports of analyzed test data, proofing test reports. Supervised construction receptionist position, trained others in reporting process, proofed copies for final distribution. Direct all inbound and outbound mail, including preparing interoffice mailings and UPS/FedEx mail.

-Assisted clients with questions regarding reports. Scheduled employees for testing services for jobs in process.
-New employee orientation including benefits, issued vehicles and cell phones.
-Accounts receivable and petty cash, created and maintained Access data base and ACT data base for location quadrants/projects and customer contacts.
-Managed and facilitated maintenance for the facility, ordering office supplies, completed vehicle maintenance and mileage records, hiring of the cleaning company, grounds up-keep.
EDUCATIONHarrison High School
Colorado Springs, CO US
High School or equivalent - 5/1977
JOB RELATED TRAINING
-Critical Thinking Analytical Methods, February/March 2014(CTAM)
-Homeland Security in Israel, Naval Post Graduate School, March 2014
-Positive Approaches to Difficult People, August 2012
-Management Skills for First-time Supervisors, 3 day course, July 2011
-Active Listening, September 2012-Various Secure Flight/Transportation Security Administration Courses, 2009-2014 -Microsoft Excel, 2006

ADDITIONAL INFORMATIONSecure Flight User Interface (SFUI), BMC Remedy IT Service Management, Microsoft Excel, PowerPoint and Word, Contact Management Store (CMS), Avaya phone system, Typing 55 WPM, 10 key, Adobe Acrobat Professional, Excel, Access Database, Windows XP, Windows 7, Dictaphone

Dianna Bogner