Melissa Bergerud
United States Marine Corps – Department of the Navy Marine Corps Cyberspace Operations Group (MCCOG)
Spotsylvania,VA
9
years of professional experience
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Experienced with program coordination, project management, and stakeholder engagement. Utilizes strategic planning and execution to ensure project milestones are met. Knowledge of fostering team collaboration and enhancing operational processes to achieve optimal results.
Work History
Program Analyst
2 Years 6 Months- Key Skills: SharePoint page development and management, procedural development, customer service, Microsoft Office.
- Designs, develops, and manages SharePoint pages for the MCCOG unit; creates and edits procedural guidance, manuals and command informational handbook; generates reports, pivot tables, and pivot table reports for Senior Leadership and internal stakeholders; provides administrative assistance and guidance for all unit civilians, military personnel, and contractors.
- Selected Contributions:
- Develops and edits standard operating procedures (SOPs) for the unit to include SOPs for developing SharePoint pages, pulling and formatting emergency recall rosters, and creates weekly briefs for the Commanding Officer.
- Collaborates with all MCCOG sections to update and maintain an accurate, up-to-date command information handbook and edits the handbook before publishing on the MCCOG SharePoint page.
- Designs and manages collaboration sites on Microsoft SharePoint for the MCCOG to include sites for trainings, IG Reporting, recall rosters, and a unit alpha roster.
- Creates reports and pivot tables via Excel for senior leadership and internal stakeholders which assists Senior Leadership in developing new programs, monitoring the progress of current programs, and maintaining accountability amongst all MCCOG civilians, contractors, and military staff.
Program Specialist
3 Years 7 Months- Key Skills: Leadership, Congressional correspondence, procedural development, customer service, records management, Microsoft Office.
- Developed customer service processes and procedures for the Passenger Disqualification Protocol (PDP) in accordance with Transportation Security Administration (TSA) policy; researched and created notifications in response to passenger inquiries relating to TSA Pre eligibility and passenger requests for reconsideration of TSA Pre disqualifications; researched and prepared responses for Congressional correspondence; worked with TSA stakeholders, TSA leadership, and staff to proactively research and update materials to maintain current information for the traveling public; created high priority, time-sensitive documents; investigated and resolved issues related to TSA Pre eligibility for the traveling public, TSA stakeholders, Congress, and Federal Agencies.
- Selected Contributions:
- Composed and edited all passenger TSA Pre eligibility response templates and all memorandums pertaining to adjusting an individual’s period of disqualification for TSA Pre.
- Designed and developed procedures and processes for receiving, researching, and responding to passenger inquiries regarding a disqualification from TSA Pre which has decreased response wait times for passengers by 99% since November 1, 2017.
- Identified areas that may impact the TSA Pre eligibility and coordinated with TSA leadership and counterparts throughout TSA, the Department of Homeland Security, and the Department of Defense to troubleshoot or eliminate potential issues.
- Created standard operating procedures for the PDP notification process, and request for PDP disqualification review and determination process.
- Designed and managed records database and library for all passenger PDP inquiry cases and streamlined procedures to enable effective departmental performance, ensured prompt responses to passenger and stakeholder inquiries.
- Conducted training for all PDP program processes as well as monitored and mentored new employees’ performance related to all PDP program procedures.
- Assisted in contractor officer’s representative (COR) duties in relation to the TSA contract for the TSA Contact Center.
Program Specialist
3 Months- Key Skills: Procedural development, research, analysis, reporting, presentations, customer service, records management, Microsoft Office, iShare.
- Researched and developed processes for Management Control Objective plan; tracked and analyzed program office data; ensured program compliance with policies and procedures; made recommendations for process improvements; generated performance reports, presentations, and briefings.
- Selected Contributions:
- Established document database and tracking system to assist leadership review; enabled quick access to high-level overviews and case summaries and faster case resolution.
- Instituted new systems and procedures to capture and close incomplete projects, ensuring compliance with strict deadlines.
Human Resources Specialist- Policy Analyst
2 Years 8 Months- Key Skills: Communication formatting, policy development, customer service.
- Wrote policies, created and edited forms, and formatted and edited official communications from the Office of Human Capital; responded to inquiries from internal staff, airports, and congressional correspondence, provided policy guidance; tracked and analyzed program effectiveness, maintained databases, prepared and submitted reports.
- Selected Contributions:
- Developed training for new Policy team employees; documented processes, created and consolidated training materials, and formulated centralized database.
- Reviewed and edited all policies from the Office of Human Capital.
- Established iShare databases to manage programs and procedures, such as furlough procedures, and resources to ensure timely communication of high priority assignments and materials to team, leadership, and agency personnel.
- Recognized need for improved search abilities and instituted policy research page with key word functionality to easily identify applicable policies and sections.
Education
Bachelor of Science - Communications
Skills
Strategic planning
Business process improvement
Process mapping
Excellent communication
Data collection
Client relationship management
Teamwork and collaboration
Time management
Problem-solving abilities
Leadership development
Data analytics
Proficient in Microsoft Office
Awards
TSA OHC Certificate of Appreciation, 2015, TSA Certificate of Appreciation, 2012
ADDITIONAL INFORMATION
- Technical Proficiencies:
- Microsoft Office, Excel, Outlook, Word, PowerPoint, Adobe Acrobat XI Pro.
Timeline
Program Analyst
United States Marine Corps – Department of the Navy Marine Corps Cyberspace Operations Group (MCCOG)
06.2019 - 12.2021Read More
Program Specialist
Transportation Security Administration – Department of Homeland Security Civil Rights & Liberties, Ombudsman, and Traveler Engagement
11.2015 - 06.2019Read More
Program Specialist
Transportation Security Administration – Department of Homeland Security National Resolution Center
08.2015 - 11.2015Read More
Human Resources Specialist- Policy Analyst
Transportation Security Administration – Department of Homeland Security Office of Human Capital
12.2012 - 08.2015Read More
Old Dominion University
Bachelor of Science from Communications
Read More