Kathryn L.

Davis
3533 So. 22nd Street, Arlington, VA 22204
Home: 703-892-2892 Cell: 703-217-8418 kdb222d2@westpost.net

SS#: XXX-XX-XXXX Citizenship: United States of America

Veterans' Preference: No Current Grade: GS-0343-12
OBJECTIVE A challenging opportunity to use my 20 + years of customer service, f
acilities management and telecommunications experience within a competitive, gro
wing organization.
ACCOMPLISHMENTS
Program Analyst, US Census Bureau 2007 - Present
* Manage Facilities Management Process for over 400 Local Census Offices (LCOs)
nationwide in preparation and deployment of the 2010 Census
o Manage Reimbursable Work Authorization (RWA) program with a budget of over $12
,000,000.00
o Analyze & recommend more efficient and effective methods for LCOs to utilize m
onies and provide guidance and technical assistance of operations
o On own initiative make recommendations for improvement and independently devel
oped new process for requesting funds
o Respond to all inquiries from regions and provides guidance on how to obtain m
onies and identifies operational trends and shares information with regional off
ices as appropriate
o Collect and analyze data from Regional Offices regarding leased space
o Perform monthly reconciliation of each Region's spending and budget
o Manage and ensure funds are obligated and deobligated as appropriate
o Collaborate directly with outside federal agencies
o Supported in planning and monitoring of progress of space and its acceptance
o Participate in special projects as required
Program Manager/Office Manager, GSA(ISI) 2002-2007
* Managed Mechanical and Custodial Inspection Program for DC Service Center whic
h was comprised of, but not limited to 10 Federal Owned Office Buildings
o Successfully created work procedures and established service requirements for
MAXIMO.
o Identified weaknesses in system and users and made recommendations for improve
ments
o Kept Building Managers informed on important building issues.
o Worked side by side with Operations Coordinator on building management princip
les and practices on a daily basis.
o Prepared monthly written reports from a variety of sources.
o Customer relations point of contact for Property Manager's office/department.
o Followed up with tenants and contractors regarding services performed.
o CMMS/MAXIMO Division Trainer/POC
o Coordinated Service Call Program (MAXIMO)
o Tenant Satisfaction Survey POC.
o Member of interview panel for administrative assistants.
o Performed all office functions for office/department utilizing Lotus Notes, In
ternet, Palm Pilot, Access, Word, 2-Way Radio and 2-Way telephones.
o Back-fill for Building Managers.
o Back-fill for Inspectors: Maintenance & Cleaning.
o 2004 Presidential Inaugural Committee Customer Service Representative
o Issued parking, building and property permits.
Supervisor/Program Analyst, Teligent, Inc, 1998 - 2002
* Supervised 20 Program Analysts as well as performed any and all requirements f
or installation and programming of commercial telephone service
o Networked with high level management and customers on operational matters.
o Supported the development of annual budget.
o Ensured all tasks and departmental functions were identified and completed wit
hin the established timeframes.
o Supervised and trained employees on status reporting and special projects.
o Aided with special projects, analyst training and development.
o Assessed needs of the department and communicated those to management.
o Evaluated orders for completeness and technical accuracy.
o Ensured all tasks and departmental functions were necessary to program service
orders utilizing DMS-500 switch.
o Served as first level of escalation for the Service Provisioning Department.
o Acted in Manager's stead as needed.
o Performed yearly evaluations of staff.
o Monitored order management system.
o Assigned and engineered line equipment assignments and updated circuit databas
e utilizing web-based systems.

Recent Change Programmer, Facilities Administrator, Customer Service Representa

tive, GTE Virginia, 1982 - 1998
* Established residential and commercial telephone service
o Aided clients with ways to save money or their bills.
o Created weekly written reports on high level customer issues.
o Conducted surveys via telephone with customers to determine their problems and
concerns.
o Provided technical support for voice and data users.
o Acted in supervisor's absence.
o Programmed new and updated existing customer's telephone service.
o Maintained voice mail databases.
o Performed recent change switch updates in various switches.
o Interfaced with and assisted Field Service Technicians and Central Office Tech
nicians.
o Interfaced with and assisted outside plant engineers, customer service represe
ntatives, and system analysts.
o Trained new hires and acted in supervisor's absence.
o Worked on special team that developed a new plant and equipment database (AAIS
- Activation Assignment Inventory Service).
o Reviewed service orders for technical accuracy.
o Trained new customer service representatives.
o Supplemented treatment, directory listing, and billing completion personnel, e
nabling diversification of abilities.
o Produced daily and monthly reports.
o Received and processed residential and business bill payments.
o Provisioned cable pairs, line equipment, and custom calling features.
o Maintained facilities database.
o Obtained and keyed all necessary information for residential and business orde
rs.
o Settled billing discrepancies and customer complaints.
o Educated customers with bill explanations.
o Aided Benefits Manager in the Office of Human Resources.
o Entered health care provider and employee information which resulted in produc
tion of detailed reports.
o Dispersed payments to individual providers.
o Received and reconciled bank account statements on a monthly basis for six com
pany divisions.
o Received, logged, and processed residential and business telephone bill paymen
ts for the entire Eastern Region (12 states).

EDUCATION Teligent - TBS/MetaSolv Work Queue Management (2000)

Objectel Improvement (2000)
Objectel Implementation (1999)
Contel/GTE - PACMOD Implementation (1997)
SODA Implementation (1995)
MARK Improvement (1994)
MARK Assignment (Basic) (1992)
Investment In Excellence (1992)
Selling Naturally (1991)
Customer Expectations (1991)
Plant Service Record (1990)
Enhanced Customer Service Representative (1989)
Advanced Lotus 123, Introduction to VAX A-1 (1988)
Introduction to Windows 95, MSWord, MSExcel, MSPowerpoint
Strayer College - Courses in Accounting and Business

CLEARANCES United States Federal Government - NACIC

DESCRIPTIVES Detail oriented, self-motivated. Professional, fast learner. Sup

erior organizational skills, excellent oral and written communication skills.