April D. Willard
Nampa
Summary
Dynamic administrative professional with over 13 years of experience supporting executive leadership, including the Chief Information Officer and HR teams, to ensure seamless organizational operations. Proven ability to collaborate effectively with vendors and suppliers, enhancing service delivery and operational efficiency. Recognized for a proactive approach to problem-solving and a commitment to continuous learning, thriving in high-volume, fast-paced environments. Strong adaptability and flexibility contribute to achieving organizational goals while maintaining a positive workplace atmosphere.
Overview
21
21
years of professional experience
Work History
IT Application Development Entry
Washington State Office of Financial Management
Olympia, Washington
05.2022 - 01.2026
- Provided authoritative guidance and support for the Configuration Management Database (CMDB) and Common Service Data Model (CSDM), ensuring data accuracy and compliance with organizational standards.
- Configured and maintained the list of principal classes, defining the lists of available Configuration Items (CIs) used in incident and change management.
- I was responsible for the ongoing review and update of all documentation to reflect current configurations, process changes, and system enhancements, ensuring accuracy and relevance across the IT landscape.
- Managed and resolved customer requests and technical issues using the OFM ITSM tool (ticketing system).
- Managed vendor relationships by opening and tracking support cases in the HIWAVE portal.
Administrative Assistant
Washington State Office of Financial Management
Olympia, Washington
12.2018 - 05.2022
- Streamlined internal and external calendar management, scheduling, and logistical coordination for Chief Information Officer and IT department staff.
- Monitored project timelines and task compliance on behalf of the supervisor, proactively addressing bottlenecks and ensuring deadlines were met.
- Provided on-demand help desk support, including troubleshooting and setup of new computers, hardware, and software for users.
- Managed all communications between the Chief Information Officer and the Deputy Director’s office, ensuring seamless information flow.
- Coordinates project activities with partner agencies, vendors, and stakeholders, including the Office of Financial Management (OFM) Information Technology Steering Committee (ITSC).
- Collaborated with project managers to track and report on project expenditures, improving budget oversight.
- Managed and tracked assignments, lifecycles, including action items, staff responsibilities, and follow-up processes.
- Managed logistics for meetings and project events, including venue selection, schedules, invitations, and resources coordination (A/V, internet access, materials).
- Maintained strict confidentiality when handling complex and sensitive information.
- Orchestrated comprehensive new employee orientation programs, managing all logistical aspects including IT/cubicle setup, issuance of identification/access badges, cell phone, and other essential equipment.
- Managed procurement cycles, including budget estimation and vendor coordination, to support diverse organizational equipment and technology needs.
- Managed all aspects of coordination, including complex travel arrangements, facilities, and reimbursements.
Confidential Secretary
Department of Social and Health Services
Olympia, Washington
10.2015 - 12.2018
- Functioned as the primary point of contact for the Director’s office, expertly managing complex calendar and prioritizing conflicting demands.
- Served as a member of the Technology Service Division's leadership team for the state's largest agency, contributing to strategic planning, roadmap development, and governance discussions that guided enterprise technology initiatives.
- Independently manage assignments for the Director, clarifying requirements, delegating tasks, setting deadlines, and tracking progress to ensure timely and accurate completion.
- Assesses sensitive information and compliance data, independently identifying information gaps and ensuring completeness before internal review and routing.
- Scheduled job candidate interviews and managed interview logistics, ensuring seamless experience for candidates and hiring managers.
- Directed all divisional purchasing and procurement activities, overseeing the acquisition of office equipment, software, computers, and telecommunications gear.
- Served as the primary account manager for the Visa Purchasing Card program, overseeing administrative tasks and limit adjustments.
- Managed TEMS (Travel) user accounts, including adding/deactivating users, adjusting security levels, assigning delegation access, and resetting passwords.
- Acting as the liaison between the organization’s internal department (such as IT, legal, HR, and operations) and external third parties (vendors, clients, partners) about contract matters.
- Conducts monthly reconciliation of the division’s time and leave with the HRMS system to keep the payroll data is correct.
Administrative Assistant 4
Department of Retirement Systems
Tumwater, Washington
01.2012 - 10.2015
- Proactively managed a diverse portfolio of agreements, ensuring all internal and external deadlines were met by implementing a systematic process for reviewing, prioritizing, and monitoring all related work assignments.
- Help with the setup and configurations of new computers and office equipment for users.
- Greeted and processed visitors on behalf of the Information Systems Division (ISD), ensuring all guests were signed in correctly and aware of their meeting logistics.
- Managed and processed all incoming Public Disclosure Requests (PDRs), serving as the primary point of contact for requesters and internal departments.
- Oversaw the drafting, review, negotiation, execution, and archiving of data sharing agreements for a state government entity.
- Managed monthly financial reconciliation for DES and CTS billing, including resolving discrepancies and maintaining accurate financial records.
Customer Service Specialist 2
Department of Retirement Systems
Tumwater, Washington
07.2008 - 01.2012
- Managed customer inquiries and concerns in person, in writing, and over the telephone.
- Managed and prioritized a high-volume workload to complete the listed services efficiently and ensure the timely processing of critical customer retirement documentation.
- Oversaw daily operations of the reception area, professionally greeting visitors and addressing all telephone and in-person inquiries.
Customer Service Specialist 2
Washington State Liquor Control Board
Lacey, Washington
09.2006 - 07.2008
- Provide customer service to walk-in clients and answer the main phone line for the License and Regulation division.
- Skilled in working on a wide range of office equipment, ensuring efficiency and seamless daily operations.
- Responded to and resolved a high volume of customer inquiries, directing complex issues to proper department staff for efficient resolution.
- Responsible for the organization and upkeep of the front desk and reception area to create a positive first impression.
- Provide guidance on liquor license issues and requirements, resolving compliance-related questions for management and staff.
Office Assistant 2
Washington State Liquor Control Board
Lacey, Washington
09.2004 - 09.2006
- Manage data and records across multiple platforms, including a mainframe, optical imaging system, and the master license services system.
- Managed the printing and mailing of licensee commitment letters and kept an organized filing system.
- Covered the main reception area, serving as the primary point of contact for visitors and callers while keeping a professional office environment.
- Processed sensitive data securely while overseeing customer withdrawals, refunds, and confidential forms.
Education
High School Diploma -
New Market
Tumwater, WA06-2000
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Attention to detail
- Organization and time management
- Computer skills
- Critical thinking
- Flexible and adaptable
- Problem-solving
Timeline
IT Application Development Entry
Washington State Office of Financial Management
05.2022 - 01.2026
Administrative Assistant
Washington State Office of Financial Management
12.2018 - 05.2022
Confidential Secretary
Department of Social and Health Services
10.2015 - 12.2018
Administrative Assistant 4
Department of Retirement Systems
01.2012 - 10.2015
Customer Service Specialist 2
Department of Retirement Systems
07.2008 - 01.2012
Customer Service Specialist 2
Washington State Liquor Control Board
09.2006 - 07.2008
Office Assistant 2
Washington State Liquor Control Board
09.2004 - 09.2006
High School Diploma -
New Market