Gwendolyn Ward-Heard
Clinton,Maryland
Summary
Dynamic Management Analyst with a proven track record at DHHS/FDA, specializing in process improvement and compliance management. Expert in data analysis and operational reporting, I successfully led training initiatives and developed strategies that enhanced efficiency. Recognized for strong leadership and effective communication, I drive organizational success through innovative solutions.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Management Analyst/Government Account Manager
DHHS / Food And Drug Administration
Silver Spring, Maryland
09.2013 - 07.2025
- Analyzed organizational processes to identify and implement efficiency improvements.
- Collaborated with cross-functional teams to support strategic planning initiatives.
- Prepared detailed reports on operational performance with recommendations for enhancements.
- Facilitated stakeholder meetings to discuss project progress and gather feedback.
- Led training sessions for approximately 50 Center Property Custodians and 6 FLEET representatives.
- Monitored industry trends to inform strategic planning and organizational objectives.
- Developed new procedures to streamline operations and reduce costs effectively.
- Managed accountable property to ensure compliance with regulatory standards.
Management Specialist
DHHS / Food And Drug Administration
Silver Spring, MD
10.2011 - 09.2013
- Served two divisions within Office of Management, enhancing operational efficiency for management services and user fee applications.
- Processed HR actions for filling permanent, temporary, and detail positions to support FDA mission.
- Analyzed and revised position descriptions, OF 8 forms, and job analyses for accuracy and completeness.
- Submitted documents to senior staff and HR liaison for review prior to processing and posting announcements.
- Reviewed and approved travel authorizations and vouchers for domestic and international travel.
- Managed nine Purchase Card holders, ensuring compliance with regulations during fund authorization.
- Conducted timekeeping audits, resolving discrepancies in employee attendance and leave calculations.
- Researched and analyzed administrative actions to ensure proper grammar and formatting before publication.
Jr Administrative Officer
DHHS / National Institutes of Health
Bethesda, MD
06.2008 - 10.2011
- Assisted Senior Administrative Manager and Servicing Administrative Officer with building projects and lab assignments.
- Processed payments for lab, building, and departmental purchases using Government Purchase Card.
- Tracked all Foreign and Sponsored Foreign travel while maintaining travel and budget logs.
- Coordinated Telecommunication orders and key lock requests, ensuring compliance with approval processes.
- Facilitated locating temporary and permanent spaces for lab staff, enhancing operational efficiency.
- Participated in meetings to arrange equipment transport, including packing supplies and logistics.
- Reviewed travel forms for accuracy, compliance, and required signatures before submission.
- Served as liaison for Intramural program systems, providing guidance on budget and procurement matters.
Administrative Technician
DHHS / National Institutes of Health
Bethesda, MD
12.2006 - 06.2008
- Executed various acquisition, travel, training, personnel, and administrative duties for departmental operations.
- Maintained Electronic Calendar for Senior Administrative Manager and Administrative Officer by scheduling appointments efficiently.
- Assisted Building AO on special projects by compiling data and reporting findings to administrative staff.
- Managed office inquiries and provided assistance in absence of Senior Administrative Manager or Administrative Officer.
- Coordinated fulfillment of duties for over 30 employees during staffing shortages while maintaining high productivity.
- Screened and directed telephone calls, reviewed incoming and outgoing mail, ensuring proper routing.
- Edited and submitted memos, letters, reports, and travel documents to staff and external vendors.
- Served as Help Point of Contact for Internal, External Requisitioner, and P-Card System issues.
Administrative Technician
DHHS / National Institutes of Health
Bethesda, MD
08.2005 - 12.2006
- Executed acquisition, travel, training, personnel, and administrative tasks for departmental operations.
- Maintained electronic calendar for Senior Administrative Manager by scheduling appointments efficiently.
- Compiled data and reported findings to administrative staff on special projects.
- Managed office inquiries and provided assistance during absence of Senior Administrative Manager.
- Coordinated duties for over 30 employees during staffing shortages while ensuring productivity.
- Screened and directed telephone calls; reviewed incoming and outgoing mail for proper routing.
- Edited and submitted memos, letters, reports, and travel documents to staff and vendors.
- Served as primary contact for internal requisitioners and P-Card system issues.
Grants Management Assistant/ Secretary
DHHS / National Institutes of Health
Bethesda, Maryland
10.2004 - 08.2005
- Supervised 14 support staff, ensuring operational continuity during supervisor absence.
- Maintained electronic filing systems to enhance document retrieval efficiency.
- Handled confidential information, organizing filing systems with discretion and accuracy.
- Processed invoices and verified financial documents for submission precision.
- Wrote and proofread correspondence, including emails and memos for management review.
- Coordinated travel arrangements and managed itineraries for senior executives effectively.
- Monitored project progress, proactively identifying potential issues to mitigate risks.
- Researched and compiled reports to support various organizational initiatives.
Secretary
DHHS / National Institutes of Health
Bethesda, MD
05.2001 - 10.2004
- Coordinated travel arrangements for team members attending conferences and special events.
- Served as primary contact for external inquiries and visitor management.
- Supported development of departmental policies and procedures documentation.
- Maintained filing systems for confidential documents, ensuring easy retrieval.
- Processed invoices for payment while tracking vendor and client payments.
- Organized and maintained executive calendars, scheduling meetings and travel.
- Created agendas and recorded minutes during meetings, distributing notes promptly.
- Responded to customer inquiries via phone and email in a professional manner.
Education
B.S - Business Administration
Capella University, Some College
Minneapolis, United States, MN01.2017
High School Diploma -
or equivalent
Rockville, United States, MD04.1992
Some College (No Degree) - Medical Terminology I & II
Montgomery College Takoma Park
United States, MDSome College (No Degree) - General Studies
Montgomery College
Rockville, United States, MDSkills
- Data analysis and visualization
- Compliance management
- Report writing and operational reporting
- Process improvement and workflow optimization
- Budget management
- Employee training and development
- Effective communication skills
- Problem solving and analytical thinking
- Time management
- Leadership and organizational development
- Project planning and management
- Risk assessment and internal auditing
- Quality assurance
- Microsoft Office Suite proficiency
- Consulting expertise
- Human resources information systems (HRIS)
- Forecasting and planning
Accomplishments
- Lead a cross functional property team to streamline operational results by decreasing deficiencies in the program to prevent the number of loss accountable property assets from 98% to 99% annually.
- Center Fleet Operation Advisory Council (FOAC) representative for 5 Center Fleet Operation Advisory Team (FOAT) members to decrease the amount of Center leasing cost by returning vehicles back to GSA for non-usage.
- Successfully managed over millions of dollars’ worth of accountable property to keep the Center in compliance during the Agency Annual Property Inventory Campaign.
- Center Property Surplus Recovered and Disposed- 5,455 assets disposed totaling $13,346,756.24 due to loss prevention resulting from COVID-19 (March 2020 – December 2024).
Center started with 10 vehicles with a total monthly lease amount of $2,940.00; Center currently leases 8 Government Fleet Vehicles for monthly lease cost totaling $2,121.00 after returning vehicles back to GSA for non-usage.
Key/Lock Requests: Submitted over 400 key requests completed from January 2025 – April 2025 to assure that CDER employees were equipped with keys to their offices during the Return to Office commencement on March 17, 2025.
- 2024 “No Questions Asked” Property Turn in Week Results – Center Property Team Collected 762 assets totaling $862,084.92. Total property turn-in from January 2024 – December 2024 2,862 assets totaling $3,568,226.42.
- 2024 Physical Inventory/Scanning Phase of the 2024 wall-to-wall inventory campaign- Final Close Out Results: 99.38% of assets recovered totaling $112,214,828.
Developed and implemented staff trainings and monthly meetings to Office Property Custodial Officers (PCOs) and Center Fleet Operation Advisory Team (FOAT) members that improved compliance rates.
Built great relationships across the Agency to retrieve results and accomplishments to continue to fulfill the mission of the Agency.
I would also like to add that I have Administrative background from serving previous roles at the National Institutes of Health, where my federal government career began in May 2001, before transferring and accepting my position with the Food and Drug Administration as a Management Specialist in the Office of Management Immediate Office in October 2011 to my most recent role as a Management Analyst in which I held this role from September 2013 to the end of my federal career on July 14, 2025.
- I have received a numerous number of Cash/Time-off awards for my performance from the National Institutes of Health, and the Food and Drug Administration, along with several Time Off Awards within the 16 years I have been employed with the Department of Health and Human Services.
- I have received an Outstanding Contributions Award (NIH/NIAID/DAIT) given to the whole Division.
- I have received multiple gift cards for assisting employees with the Internal Requisition System at the National Institutes of Health.
- I have received a 2008 Division Merit Award presented to each individual staff member in the National Institute of Allergy and Infectious Diseases by the Director at the National Institutes of Health (Dr. Anthony Fauci).
- I have received the 2009 and 2010 Director's Merit Award for helping to develop a program for students wanting to get into the administrative series. Presented to my Office team in the National Institutes of Health/National Institute of Allergy and Infectious Diseases/ Intramural Management Branch.
References
References: Name Employer Title Phone Email Kenneth Dugger Food and Drug Administration Senior Administrative Officer 301-796-2802 Kenneth.Dugger@fda.hhs.gov Rosalind Hodge Food and Drug Administration Program Specialist 240-389-7136 Rosalind.Hodge@fda.hhs.gov Shauntise Holmes Food and Drug Administration Administrative Officer 301-796-8526 Shauntise.Holmes@fda.hhs.gov
Interests
Additional Information: , I have received a numerous number of Cash/Time-off awards for my performance from the National Institutes of Health, and the Food and Drug Administration, along with several Time Off Awards within the 16 years I have been employed with the Department of Health and Human Services. I have received an Outstanding Contributions Award (NIH/NIAID/DAIT) given to the whole Division. I have received 2 gift cards for assisting employees with the Internal Requisition System at the National Institutes of Health. I received a 2008 Division Merit Award presented to each individual staff member in the National Institute of Allergy and Infectious Diseases by the Director at the National Institutes of Health. I have received the 2009 and 2010 Director's Merit Award for helping to develop a program for students wanting to get into the administrative series. Presented to my Office team in the National Institutes of Health/National Institute of Allergy and Infectious Diseases/ Intramural Management Branch.
References
References: Name Employer Title Phone Email Kenneth Dugger Food and Drug Administration Senior Administrative Officer 301-796-2802 Kenneth.Dugger@fda.hhs.gov Rosalind Hodge Food and Drug Administration Program Specialist 240-389-7136 Rosalind.Hodge@fda.hhs.gov Shauntise Holmes Food and Drug Administration Administrative Officer 301-796-8526 Shauntise.Holmes@fda.hhs.gov
Interests
Additional Information: , I have received a numerous number of Cash/Time-off awards for my performance from the National Institutes of Health, and the Food and Drug Administration, along with several Time Off Awards within the 16 years I have been employed with the Department of Health and Human Services. I have received an Outstanding Contributions Award (NIH/NIAID/DAIT) given to the whole Division. I have received 2 gift cards for assisting employees with the Internal Requisition System at the National Institutes of Health. I received a 2008 Division Merit Award presented to each individual staff member in the National Institute of Allergy and Infectious Diseases by the Director at the National Institutes of Health. I have received the 2009 and 2010 Director's Merit Award for helping to develop a program for students wanting to get into the administrative series. Presented to my Office team in the National Institutes of Health/National Institute of Allergy and Infectious Diseases/ Intramural Management Branch.
Languages
English
Professional
Affiliations
- Pedestrian Safety Awareness- SafeKids Worldwide
- Advocate for the Safety of our area's children with the Street Smart Safety Campaign
Certification
Annual Training:
IT Security Refresher Training – NIH: 5/2010 - 10/2011, FDA: 12/2012 - April 2025
Division of Intramural Services Annual Retreat- 3/2010 & 4/2011
Office of Acquisitions Annual Retreat- 4/2010
HR Training:
AIMS- Administrative Assistant database for tracking packages-2/2011
eHRP- 11/2011
EDiE Training 4/2010
EDiE Refresher- 4/2011
Capital HR System - 1/2009 and 11/2011
Working with Contractors at NIAID - 10/2007
SOFiE- 12/2006
NEDS-6/2010
VEDS-10/2004
Systems Training:
Travel Training for Certifiers and Approvers- 3/2019
Travel Training for Travelers Part 1 and 2- 6/2018 and 3/019
Advanced EXCEL Training- 1/2016
Records Management- 8/2014 - 12/2024
Program Management Information System (PMIS)- 10/2013 - 5/2024
All Microsoft systems Office Suite
Access-2/2011
VISIO-7/2010
AMBIS 4.0- 4/2010
GOV Trip HPOC Training -12/2009
Simplified Acquisitions - 4/2009
NBS Sponsored Travel - 5/2007
Green Purchase Card training (Refresher) - 12/2006
Green Purchase Card Training - 11/2006
Purchase Card Training - 4/2006
Simplified Acquisitions Refresher - 8/2005
GELCO- 9/2003
Electronic Purchase Log & Reconciliation Procedures - 4/2003
EHRP Systems- People Soft -9/2002
Federal Supply Schedules - 8/2002
Delegated Acquisition Training Program - 7/2002
Domestic and Foreign Travel - 11/2001
Fellowship Payment System - 8/2001
Basic Time and Attendance- 7/2001Presentation Skills Training- 1/2014
NIH-Managing Up: Communicating with Your Boss -5/2009
CIT Communication and Customer Service Training - 5/2009
Managing Difficult Conversations - 5/2009
Organizing Your Time: - 4/2009
NIH-Interpersonal Interaction: Comm. for Results - 4/2009
Admin Officer Competency Training: Train-the-Trainer - 10/2007
Professional Office Manager II - 6/2002
Professional Office Manager I - 5/2002
Time Management: Organizing Yourself - 3/2002 0.4 Continuing Education
Global Receiving Refresher- 3/2011
Risk Management- 4/2011
Budget training:
UFMS FDA iProcurement Training classes 11/2011-12/2024
Data Warehouse- Budget - 3/2009
NIH Data Warehouse Analyze: Budget & Finance - 3/2009
IMPACT: Level IV- Administrative Level - 3/2002
Internal Requisitioner- NBS training
Purchase Card and Green Purchasing Training
ITAS Rules and Regulations / ITAS Briefing Training
Gov Trip- Help Point of Contact- 11/2009
SoFIE- system to replace VSOF
Capital HR System Training- 12/2009
Online Purchase Card Refresher Training- 3/2009
References
References available upon request.
Timeline
Management Analyst/Government Account Manager
DHHS / Food And Drug Administration
09.2013 - 07.2025
Management Specialist
DHHS / Food And Drug Administration
10.2011 - 09.2013
Jr Administrative Officer
DHHS / National Institutes of Health
06.2008 - 10.2011
Administrative Technician
DHHS / National Institutes of Health
12.2006 - 06.2008
Administrative Technician
DHHS / National Institutes of Health
08.2005 - 12.2006
Grants Management Assistant/ Secretary
DHHS / National Institutes of Health
10.2004 - 08.2005
Secretary
DHHS / National Institutes of Health
05.2001 - 10.2004
B.S - Business Administration
Capella University, Some College
High School Diploma -
or equivalent
Some College (No Degree) - Medical Terminology I & II
Montgomery College Takoma Park
Some College (No Degree) - General Studies
Montgomery College