Kara M. Johnson, PMP, AWS CCP
Specialist Senior
Austin,TX
Summary
Kara is an experienced trainer and an innovative Senior Specialist in Deloitte’s Government and Public Service Practice. Kara has 13+ years delivering complex technology solutions within the Federal IT space and a passion for utilizing solution architecture and digital transformation to enhance the delivery of human services. Kara uses strong collaboration skills and experience working with matrix and cross-functional teams to bring technical and business staff together to deliver innovative results. Prior to Deloitte, Kara served as an IT Systems Contracting Officer Representative and Program Manager at the Centers for Medicare and Medicaid Services.
Overview
16
16
years of professional experience
4
4
Certifications
Work History
FAC-P/PM and COR Trainer
BMRA
Arlington, VA
08.2021 - Current
- Deliver certified contracting and acquisition classes to federal employees ranging from 8 hours to 80 hours in person or via virtual modality to audiences of up to 30 students.
- Utilize skill and knowledge of federal government procurement and Federal Acquisition Regulation (FAR) to train others in areas including contracting and acquisition, grants, and leadership.
- Provide feedback on instructor guides, student materials, and published course descriptions to curriculum development staff.
- Apply principles of adult learning in course presentations and communicate with students to encourage a collaborative learning environment.
District of Columbia STAY DC Contact Center Lead
Deloitte
Austin, TX
02.2021 - Current
- Leading a team of six Deloitte professionals in managing the STAY DC Contact Center consisting of three subcontractor companies with of six supervisors and 65+ Tier 1 and Tier 2 Contact Center agents.
- Working with Training and Quality Assurance to develop training sessions, scripts and job aids based on needs of the agents.
- Assisting with identifying key contact center priorities and escalations paths for efficient issue resolution
- Reviewing daily call volume and calls types and using this information to improve customer and desk experience.
- Hosting a bi-weekly Client Call to discuss the STAY DC Contact Center and current activities by highlighting recent accomplishments, top priorities, and items for discussion.
- Utilizing program management experience to quickly identify potential risks and escalate to the appropriate points of contact (e.g., media inquiries, 508 compliance concerns, scripting, system issues, etc.)
- Instituting structure of monthly Contact Center All Hands, bi-weekly Client Contact Center Meeting, Daily Contact Center Management Stand-up meetings.
- Working with team to provide ad hoc reporting requests for client.
- Coordinating contact center priorities with technical team and providing feedback on change management processes.
- Reviewing contractor hours/invoices against CISCO System of Record (SOR) for accuracy.
- Conducting weekly reviews of burn rate and employee hours for accuracy and forecast updates.
IT Program Manager and COR III
Centers for Medicare and Medicaid Services
Windsor Mill, MD
04.2013 - 02.2021
- Utilizing the ability to combine business knowledge, project management expertise, and technical judgement to remove roadblocks and deliver rapid solutions for AWS migration and program development. Investing in team collaboration and communication by organizing engaging, interactive, team building experiences.
- Working with stakeholders to define priorities, identifying resources, and defining project scope.
- Using attention to detail to recognize potential scope creep, bottlenecks and/or blockers in order to provide critical issue management, balance trade-offs, and encourage informed risk-taking to maximize business value.
- Implementing negotiation skills and the ability to communicate with technical and non-technical staff to achieve program goals. Practicing active listening, nonverbal cues observation to communicate effectively and appropriately.
- Saving agency $1.6M over five years in software license procurement by migrating MSP program to the CMS Enterprise Licensing Agreement. Reviewing invoices, technical solutions (eg., COTS vs. customized application), oversight of data center migrations.
- Serving as a coach and mentor to team members by providing feedback, training, and guidance. Serving as IT Systems Lead, distributing workload to members of the system team and developing goals and milestones for both individuals and the team.
Physician Value Testing Lead
Centers for Medicare and Medicaid Services
Windsor Mill, MD
07.2012 - 03.2013
- Utilized MS Project and Project Server to monitor weekly status and keep senior management and business owners informed.
- Performed contract oversight, CPARS reviews and award fees, and monthly meetings with COR.
- Provided direction on project plan updates, functional test plans, and quality assurance documentation for accuracy and efficiency using Microsoft Excel and Word.
- Managed budget and approved invoices and deliverables submitted by independent testing contractor.
Change Control Board Chair & EHR Information Center Lead
Centers for Medicare and Medicaid Services
Windsor Mill, MD
07.2010 - 07.2012
- Chaired and facilitated a board of mid to senior level staff representing different agency components to manage system releases and develop consensus for the high-profile HITECH program implementing electronic health records (EHR).
- Communicated recommendations to senior executives regarding program objectives to resolve high-visibility process and program challenges.
- Facilitated lessons learned sessions, developed proposals, white papers, and reports.
- Collected and assessed project estimates and priorities from all stakeholders to forecast future releases.
- Collaborated with the development teams requirements team, testing team, and business owners to build and deliver solutions.
- Reviewed submitted change requests to confirm requirements were being addressed.
Lead Instructional Designer
General Dynamics Information Technology
Towson, MD
10.2008 - 07.2010
- Collaborated with web developers to coordinate web design for the Retiree Drug Subsidy (RDS) Community Information Group website. Conducted planning sessions with SMEs and Business Owners to obtain information for the development of education and outreach instructional materials.
- Led the planning, design, and development of a variety of electronic and print government communication projects. Developed and managed communciation project plan.
- Utilized Adobe Captivate, Adobe Photoshop, and/or Microsoft PowerPoint to develop 508 compliant web-based training (WBT) modules and job aid materials for all levels of rds users and RDS Support Desk staff regarding program policy, system updates and program compliance efforts.
- Worked with communications team members to review style and design components of educational and information materials to ensure adherence to CMS RDS Style Guide.
- Coordinated large conference calls and webinars using Adobe Connect and WebEx Platforms for over 500 users and provided internal, onsite training and presentations.
Instructional Designer and Training Specialist
General Dynamics Information Technology
Towson, MD
12.2006 - 10.2008
- Analyzed and reviewed processes and procedures of the Medicare Modernization Act (MMA) Training and Quality Control team to increase maximized efficiency and content accuracy.
- Recorded, monitored, and audited call, email, and ticket performance of MMA Help Desk for quality control, content and accuracy.
- Worked with team members to analyze and compile data for quarterly reports and presentations for review by the Centers for Medicare and Medicaid Services (CMS).
- Equipped help desk customer service representatives, analysts, and management by presenting and developing interactive training regarding technical Medicare topics.
- Developed new hire training courses and job aids to assist new hires with Medicare terminology, policy, call center metrics and transition into the help desk environment.
- Assisted external Subject Matter Experts with training presentation development using Instructional Systems Design methodology.
- Utilized relationship management skills to conduct individual coaching sessions with customer service representatives and analysts to review individual performance and identify strengths and opportunities.
- Reviewed and prepared content for WBTs prior to loading into Learning Management System (LMS).
- Mentored new training specialists in the analysis, development and design of courses and instructional materials.
Education
Bachelor of Science - Management Information Systems, BA..
University of Maryland, Baltimore County
Catonsville, MD 05.2004 - 05.2004
Skills
Leading Cross-functional Teams
Work History
CMS Honor Awards - MSP Portal Enhancements
01.2019
<p>Chief Financial Officer Vision Award - Leveraging Cloud Technology (AWS)</p> <p></p>
01.2018
<p>Financial Services Group Harry Gamble Innovation and Creativity Award</p> <p></p>
01.2018
<p>Office of Financial Management Director's Award</p> <p></p>
01.2016
<p>Administrator's Special Citation Award - Physician Value</p> <p></p>
01.2013
Administrator's Award HITECHOperationalImplementation Team
01.2011
Certification
Certified Project Management Professional (PMP)
Timeline
FAC-P/PM and COR Trainer
BMRA
08.2021 - Current
District of Columbia STAY DC Contact Center Lead
Deloitte
02.2021 - Current
IT Program Manager and COR III
Centers for Medicare and Medicaid Services
04.2013 - 02.2021
Physician Value Testing Lead
Centers for Medicare and Medicaid Services
07.2012 - 03.2013
Change Control Board Chair & EHR Information Center Lead
Centers for Medicare and Medicaid Services
07.2010 - 07.2012
Lead Instructional Designer
General Dynamics Information Technology
10.2008 - 07.2010
Instructional Designer and Training Specialist
General Dynamics Information Technology
12.2006 - 10.2008
Bachelor of Science - Management Information Systems, BA..
University of Maryland, Baltimore County
05.2004 - 05.2004
Similar Profiles
Emily DuPayEmily DuPay
Project Manager of Content at BMRAProject Manager of Content at BMRA
Emily DuPayEmily DuPay
Project Manager of Content at BMRAProject Manager of Content at BMRA
Shelby HoltShelby Holt
Brand Manager at HeartGift FoundationBrand Manager at HeartGift Foundation
Brandon ValdezBrandon Valdez
Floor Associate, Cashier, Shoe Runner at Aldo ShoesFloor Associate, Cashier, Shoe Runner at Aldo Shoes
Justin O'NEALJustin O'NEAL
Sr. Recruitment Coordinator at FIFA World Cup26Sr. Recruitment Coordinator at FIFA World Cup26