Gloria E. Rivers
Lithia,USA
Summary
Senior Program Manager and Knowledge Management professional with an MBA in Leadership & Management and over 30 years of progressive leadership experience in government, defense, and IT services. Proven success leading large-scale programs exceeding $10M in value and directing teams of 50+ personnel, including subcontractors. Expertise in FOIA, records management, compliance, and governance, with a track record of implementing process improvements, risk mitigation strategies, and capacity planning models. Adept at engaging with senior stakeholders, delivering executive-level briefings, and driving operational excellence. Holder of an active TOP SECRET/SCI clearance and CompTIA Security+ certification.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Writer / Knowledge Manager – Department of Homeland Security - OBIM
GDIT
04.2022 - Current
- Maintains 500+ Knowledge Base articles, SOPs, and guides, enabling consistent, repeatable processes across technical staff.
- Consolidates and analyzes knowledge article usage metrics through ServiceNow; deliver reports and dashboards to leadership to support decision-making.
- Updates and manages contract proposal templates, "How to Guides," and instruction guides to streamline the proposal process.
- Consolidates pricing files, quotes, and work requirements to prepare proposal for contract negotiations for customer.
- Deliver status updates, risk assessments, and PowerPoint briefings that align mission objectives with program execution.
- Directed program scheduling, milestone tracking, and deliverables across multiple concurrent projects with budgets exceeding $10M.
- Generates contract activity reports to program managers and leads, ensuring transparency and accountability.
- Appointed as Business Process Management 'Watcher' to oversee contract workflows, verify completion, and ensure program compliance.
Senior Systems Admin, SharePoint
US BICES-X, GDIT
02.2018 - 04.2022
- Managed 149 databases, 40 application pools, and 20 site collections; led quality assurance to maintain STIG/DoD compliance.
- Developed SharePoint workflows and applications using HTML, JavaScript, and CSS to enhance user efficiency and meet mission objectives.
- Follows all classification procedures to ensure highly sensitive material is not compromised on portal.
- Proactively manages the servers by reviewing the appropriate daily logs and performance metrics.
- Maintains and administers the production and development of 3 secure web environments and all its information.
- Supported coalition forces with IT support and prepared secure platforms with proper classification markings in support of mission capabilities.
Principal Web Designer (SharePoint)
ARMA, GDIT
07.2016 - 02.2018
- Designed SharePoint site architecture and custom portals to support intelligence and counterterrorism operations. Streamlined task management and documentation, improving reporting and operational readiness for leadership.
- Supported secure portal platform for signature reduction team, specializing in operational signature risk analysis, counter terrorism, cyber operations, development, and identity management (IDM).
Vice President, Archiving & Records Management
Citigroup
01.2016 - 07.2016
- Directed enterprise-wide records management and FOIA-related compliance across North America, Canada, and Puerto Rico, overseeing 1M+ financial records. Achieved $95K in annual cost savings by streamlining vendor contracts and initiating large-scale disposal projects. Built audit tracking systems to improve transparency and reporting compliance.
Senior Enlisted Manager, Plans, Policies & Procedures
USSOCOM, U.S. Air Force
07.2013 - 01.2016
- Directorate liaison to Chief of Staff and four-star staff on taskings, suspense’s, cross flow, and administrative functions.
- Planned, coordinated, & executed logistical efforts for hosted command-level conferences with international attendees.
- Secured travel plans for 150 foreign dignitaries and 12 international guest speakers attending command hosted events.
- Implemented keen analytical abilities and a proven team-based work dynamic with a systems-oriented approach to facilitate efficient and effective solutions.
- Created and presented situational briefings to executive management on internal program progress, risk analysis, and solution proposal on related issues, keeping key leaders informed at the macro and micro levels.
- Managed global engagement travel for director and assigned personnel
- Conducted site survey & cost analysis for conference locations. Resourced support efforts and reduced expenses by providing direction and oversight reducing cost by 30%.
- Implemented cost-reduction strategies decreasing travel and conference expenses by 30–40%.
Superintendent, Knowledge Management
Air Force Space Command, U.S. Air Force
07.2013 - 01.2016
- Led Knowledge Management (KM) operations for the Air Force’s largest space organization across 10 countries, supporting a $3.2B global surveillance system.
- Directed a team of 7 KM specialists delivering sensitive mission support while ensuring compliance with FOIA, records management, and governance policies.
- Served as SME for FOIA disposition, records compliance, and lifecycle governance, ensuring alignment with federal standards.
- Briefed senior leaders on inspection findings, corrective actions, and compliance strategies; developed improvement plans for policy alignment.
- Prepared inspection matrices, program findings, and corrective action reports to ensure KM programs remained audit-ready.
- Implemented KM initiatives that aligned policy, improved quality, and enhanced lifecycle management practices.
Education
Bachelor of Science - Investigation Services
Bellevue University
Associate of Applied Science - Information Management
Community College of the Air Force
MBA - Leadership & Management
Western Governors University
01-2024
Skills
- Program & Project Management Risk Mitigation Quality Assurance
- FOIA & Records Management Compliance & Governance
- Budget & Capacity Forecasting Subcontractor Oversight
- Stakeholder Engagement Executive Briefings Reporting
- Team Leadership (50 Personnel) Process Improvement
- Tools: ServiceNow Salesforce SharePoint OPTrak Microsoft Office Suite
- Document formatting
- Editing
- Content development
- Process documentation
- Workflow Analysis
- Database management
- Content optimization
- Requirements gathering
- Proposal writing
- Written communication
- Publication development
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
Certification
- CompTIA Security+ Certification (Active through 2027)
- ITIL 4 Foundation Certification
Timeline
Technical Writer / Knowledge Manager – Department of Homeland Security - OBIM
GDIT
04.2022 - Current
Senior Systems Admin, SharePoint
US BICES-X, GDIT
02.2018 - 04.2022
Principal Web Designer (SharePoint)
ARMA, GDIT
07.2016 - 02.2018
Vice President, Archiving & Records Management
Citigroup
01.2016 - 07.2016
Senior Enlisted Manager, Plans, Policies & Procedures
USSOCOM, U.S. Air Force
07.2013 - 01.2016
Superintendent, Knowledge Management
Air Force Space Command, U.S. Air Force
07.2013 - 01.2016
Associate of Applied Science - Information Management
Community College of the Air Force
MBA - Leadership & Management
Western Governors University
Bachelor of Science - Investigation Services
Bellevue University