Jamie-Lea Cordova

Optimized Operations and Reporting:

• Updated and refined reporting models for Application Service Desk and Service Desk in alignment with contract requirements, customer directives, and forward-thinking strategies.
• Supervised changes within the Ivanti Tracking System, ensuring smooth implementation for Applications Service Desk and Service Desk teams.
• Defined requirements for new applications, collaborating with SMEs and stakeholders to adapt workflows and improve operational support.
• Spearheaded cross-training initiatives on a Help Desk that served the client (FinCEN) for 13 years, improving versatility and operational resilience.

Client and SLA Management:

• Partnered with the Service Desk Manager and government (FinCEN) liaisons to re-baseline ticket tracking, streamline services, and develop SOPs that enhanced efficiency and ensured contract adherence
• Monitored daily operations, including ticket tracking, SLA adherence, and operational statistics, ensuring performance alignment with client expectations.
• Consistently exceeded SLA targets by providing actionable recommendations and maintaining high-quality service delivery.

Leadership and Workforce Development:

• Oversaw workforce management planning, including volume predictions and capacity analysis to optimize team performance.
• Enhanced team productivity by implementing performance monitoring and motivational strategies.
• Built strong relationships with stakeholders (FinCEN) through regular engagement, collaborative problem-solving, and transparent communication.

• Directed support functions across planning, tracking, reporting, quality management, and internal communication to optimize operational efficiency.
• Established standards, tools, and procedures for Issue, Risk, Change, and Information Management, ensuring project consistency and compliance.
• Developed and maintained assigned projects to meet contract requirements and align with company standards, ensuring accurate revenue recognition.
• Created and continuously adapted Standard Operating Procedures for reports and collection requirements to address evolving COTR and application needs.
• Fostered collaboration with Subject Matter Experts to enhance team communication, improve ticket-handling processes, and implement QA criteria.
• Supported HR initiatives by onboarding new personnel at the client site, ensuring seamless integration and role readiness.
• Streamlined processes and implemented best practices to enhance operational quality and productivity.
• Analyzed process failures, identified root causes, and implemented corrective actions to improve overall performance.

• Contributed to conceptualizing, organizing, and identifying technical, cost, and schedule for key project elements by obtaining schedule requirements, dependencies, and activities
• Executed financial policies and data analysis and reports to support contracts as well as generated presentations and weekly reports for the senior management and government personnel
• Worked with internal recruiter in maintaining eight contracts and oversaw contract burn rates; as well as with the Contract Department on contract modifications while keeping government personnel updated on all changes
• Served as the NITAAC representative for Chief Information Officer–Solutions and Partners 3 (CIO-SP3), managing responsibilities for this specialized contract vehicle.
• Directed recruitment, screening, interviewing, and onboarding processes, while providing mentorship, team counseling, performance evaluations, and liaising between the business office and operations.
• Collaborated with financial administrators on monthly reconciliation of billed/unbilled revenue, investigating reconciling items, and ensuring the timely and accurate submission of project invoices.
• Streamlined workflows and enhanced operational efficiency by fostering communication with SMEs, improving ticket handling processes, and implementing QA criteria for consistency.

• Served as a subject matter expert (SME), responsible for QA/QC measures, developed training material, provided manual testing efforts and developed training documents to be utilized by the end users and support personnel
• Oversaw all project functions between the Applications Help Desk, Engineers, Tier 3, Program Managers and end –users of the business application servicing as the Help Desk Lead during department and client (FinCEN) meetings
• Performed Registration Authority (RA) duties that comply with the policies defined in the US Treasury Public Key Infrastructure (PKI)
• Implemented procedural changes per the Treasury Operational Certificate Authority (TOCA), verify the identity of subscribers, accuracy of the certificate information, deliver activation codes and execute the revocation of certificates
• Collaborated with Human Resources efforts including recruiting, screened and interviewed candidates, on-boarded new personnel (administered benefits, conducted new hire orientation), maintained HR files, assisted with organizational training, conducted annual performance evaluations and coordinated FMLA official procedures
• Effectively functioned as Site Health, Environmental, and Safety (HES) coordinator

• Leveraged excellent skills in strategic planning, prioritization, and management to ensure quality and timely project completion
• Diagnosed and resolved technical software issues, tracked and routed problems and request and documented resolutions
• Carried out, reviewed and assessed DoD accounting guideline to ensure compliance with Defense Finance and Accounting Service (DFAS)
• Involved in creating and executing purchase requests, committing reserve fund and resolving billing inquires and conflicts through an Oracle platform

• Supported all aspects of training functions, as well as in improving equipment and maintaining 98% production time
• Played an integral role in achieving a reenlistment non-commissioned officer (NCO) with 88% retention of soldiers by providing counseling and support to soldiers on military career path and personal goals
• Trained, supervised, and mentored a cross-functional team of 180 students on survival skills while guiding them to successfully pass their medical exams
• Expertly analyzed internal processes to identify inefficiencies, while providing expert recommendations to optimize productivity and streamline workflow
• Carried out quality assurance audits, evaluations, and training in adherence to the SLA defined in the scope of work