Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Job Related Training
Education Certifications
Awards And Accolades
Professional Development
Job Related Training
Education Certifications
Awards And Accolades
Generic

MICHAEL SHILLING

Union,KY

Summary

Customer-centric, driven, and results-oriented digital transformation leader with diverse skills and a forward-thinking mindset. Experienced in managing resistance, driving change, and fostering innovation. Rapidly adapts through cutting-edge technology adoption to deliver compelling value, products, and services that meet business, customer, and market demands within complex organizations. With 25 years of experience leading IT professionals, successfully applies people, process, problem-solving, data, and technical skills to unleash the power of data resulting in reduced costs, increased operational efficiencies, enhanced customer experience, improved data security and risk management, and generated meaningful insights for successful business outcomes. Professional, collaborative, and politically savvy in rallying support, acquiring resources, and managing complex coordination among diverse groups and business units.

Overview

28
28
years of professional experience

Work History

Supervisory Information Technology Specialist

IRS
03.2020 - Current
    • Serves as Manager of the Return Review Program (RRP) System, Planning and Support(P&S) Section within the Return Fraud and Analytics (RFA) Branch within Data Domain Services (DDS)
    • Manages 20+ employees of various specialties
    • Directs the planning and support team to provide the coordination and planning of the RFA release management activities
    • Expertly integrates the work with the Accenture Federal Services (AFS) team to prioritize deliverables
    • Establishes how best to align the release increments with the other delivery partners for the year
    • Laser focused leadership coordinating Unified Work Request (UWR) intake
    • Spearheads data calls for management reporting along with access to the SharePoint sites
    • Directs update of Prosight with program statuses and manages operations and maintenance efforts, Leads tracking of risk/ issues and plan costs/ budgets
    • Guides the complex day-to-day operation of fraud and analytics efforts
    • Stewards the mission of prevention and detection of fraudulent activity in Taxpayer returns
    • Coordinates interactions and collaborations with stakeholders in a complex enterprise
    • Oversees Ingest and analyzing of tax return data to allow for understanding possible fraud
    • Provides research and reporting to law enforcement agencies (CI, TIGTA, DOJ, etc.) and Congress
    • Key Achievements:
    • Acted for the branch chief, senior manager on many occasions with flawless adaptation skills and ability to deal with the increased responsibility with seasoned professional capability
    • Often called upon to provide leadership and mentorship to other less experienced managers within the branch on personnel matters, hiring, rules and regulations, etc
    • Architected and spearheaded the revamping of the UWR process within RRP allowing RRP to implement ~40 MeF UWRs for legislative changes to tax forms for FS23 and many more changes for IRA alone in FS24 about 84 UWRs
    • Coordinated the work intake team and requirements team from initial UWR impacting to implementation to improve our intake/UWR processes and to ensure awareness of full requirements across all impacted RRP teams, ensure estimates, actuals and ICAD close-outs are submitted timely, making the processes more static and documented
    • This resulted in a more comprehensive understanding of the workload with upstream/downstream partners for delivery
    • Also allowed for better capacity planning and less defects in resulting software updates to the RRP system
    • Quick adaptation to financial related matters allowed for Acquired funding for the RRP Support Contract for Inflation Reduction Act (IRA) legislative changes valued at $750K and $821K, respectively
    • 9.9M RRP O&M funds to exercise OY2 and apply an additional $805K to implement IRA legislative changes for FS24
    • Demonstrated adaptability by assuming the role and responsibility for contract vendor payment submissions and assumption of the RRP budget actions required
    • Orchestrated the creation of the first ever Operating Model for the RRP branch that will utilize best practice methods to define and recognize the differing roles/responsibilities within the branch and how they fit into the agile software development model
    • This is a living document and will evolve with the project changes
    • The Operating Model will be presented at a future RRP learning Thursday for exposure and review to all resources within the project
    • Instrumental to the hiring and onboarding of employees to the RRP/RRP Legacy Components(RRPLC)/Selection aNd Analytic Platform (SnaP) sections by selecting and working with the AD hiring team to get required information for potential selections and expertly analyzed resumes for hiring selection
    • This allowed RRP to grow in key areas of development, testing, analytics & rules, and support to have better resource utilization and enhance the workforce of the future as RRP embarks on a path to EAD, ECS, RRPLC retirement and other future initiatives
    • Instituted a thorough review and development of SOPs where needed for repeatable tasks for software delivery and other practices to minimize defects and inconsistencies in practices that improve the stability of the program
    • The SOPs go far to create comprehensive coverage of duties and responsibilities regardless of resources tasked in the areas
    • Communicated the data needs and requirements with business partners and stakeholders for fraud monitoring development
    • Negotiated with partners to ensure RRP received essential support
    • Managed meetings and inquiries through effective communications to ensure clarity on goals and processes
    • Operationalized fraud monitoring
    • Supported RRP, often with tight timelines, and broadened fraud detection posture and laid a solid foundation for innovation and forward-thinking growth
    • Identified, provided cases for investigation, and drove the remediation of hundreds of confirmed fraud events
    • Retrained, reskilled, and upskilled current workforce, initiated and continued technical development working sessions to keep the team stay ahead of technology trends to implement
    • Established a purpose-driven, results-oriented culture, transitioned traditional ways of working to a structure that supports fast-paced innovation and responsiveness using Agile methodologies, applied leadership principles, and developed talent and intelligence with a growth mindset for agility and success
    • In addition, took initiatives to sharpen the team's skills, to equip the team with the best cutting-edge technology available in the workplace to fraud prevention and detection and to accelerate the Innovation journey.
    • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
    • Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
    • Used ticketing systems to manage and process support actions and requests.
    • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.

Information Technology Specialist GS-2210-14

IRS
05.2011 - 03.2020
    • Served as a Team Lead of both RRPLC and then was requested to take on RRP as well in the infrastructure area
    • Led 20+ resources both government and contractor for all things related to Infrastructure
    • Guided the design, development, and implementation of the first ever Alternate Site Processing (ASP) environment in the history of the project
    • Established a trusted, streamlined, and advantageous ASP system to secure failover processes in time of need, to protect taxpayer data and systems and to facilitate the RRP failover capability transformation
    • Key Achievements:
    • Onboarded 2 FTEs and 9 contractors, planned, developed, and executed processes and personnel, and established and operationalized the new ASP from scratch
    • This was a newly formed team
    • I managed to meet people, process, and technology challenges, addressed workforce skills and knowledge gaps, defined team's roles, and responsibilities, identified subject matter experts, established SOPs for the processes, built a high-performance team, and accomplished ASP design, development, and transition
    • Received individual recognitions in RRP all hands meetings and was honored with 2020 Commissioners Award for leading a new team to achieve outstanding results for the ASP project and failover framework transition
    • Led coordination, collaboration, and transition management efforts with ES team leaders in ASP framework transition tasks, aimed toward taking ownership of RRP ASP work support and handling future O&M and new development work for RRP
    • Planned the upgrade of Greenplum and various software products, JBoss EAP and Oracle , reviewed documents, and project artifacts, completed the ASP transition plan and all other required ELC documents and provided updates, identified gaps, created overview flowcharts of the ASP design, developed ASP integration and functional test cases, and conducted the testing
    • Prepared and successfully accomplished all the ASP transition readiness tasks
    • In support of , successfully implemented
    • Adoption resulted in eliminating, accelerating the IRS digital transformation journey from traditional legacy business processes, in particular, the process of requiring users to experience extensive system downtime during an outage
    • Established
    • Worked with EOPs to finish RRP infrastructure being stood up
    • Completed work for XXXX production release
    • Worked with delivery to conduct testing
    • Prepared work to support RRP
    • Facilitated good working relationships with not only all EPMO RIC team members, but also other RIC RRP release delivery partners, such as the Enterprise Operations (EOps) organization, the Application Development (AD) team supporting RRP development, the Enterprise Services Solutions Engineering (ES-SE) organization, and the Wage & Investment Modernization, Development and Delivery (W&I MDD) organization
    • Participated and contributed to discussions during scheduled and ad-hoc meetings, working directly with delivery partners to develop a proactive approach to address issues/roadblocks before escalating status to management
    • Exhibited effective cooperation skills by working with various stakeholders on infrastructure initiatives such as the GreenPlum upgrade and several instances of server patching in various environments
    • Contributed to activities that improved workgroup efficiencies such as driving towards a true integrated master schedule
    • Took on a leadership role, influencing/negotiating with RRPs delivery partners, which resulted in reporting out successes, issues, and potential solutions
    • Maintained a high level of can-do attitude to do a great job of sharing information deemed important to maintain consistency in communications, for example the relevant details of the ASP failover/switchback activities
    • Possessed the skills needed to execute against a plan, including sharing/coordinating with the collective team prior to the execution
    • As the infrastructure lead for RRP, developed the confidence to ensure the infrastructure procedures complied with approved processing requirements and documented standards as well as fulfilled the need of the customer
    • Embraced the technical leadership role with efforts such as upgrading the Data Computing Appliances (DCA) from Version 2 to Version 3, improving processing capability for RRP
    • To support the changes caused by new tax reform legislation for Filing Season 2020 and to mitigate the risk of operating on unsupported infrastructure, took the time needed to learn the high-level technical aspects of upgrading the capacity of the current DCAs and the target DCAs
    • Consistently displayed a good understanding of the different phases of the development lifecycle (requirements gathering, analysis, design, development, testing, and implementation) when creating Unified Work Requests (UWRs) for IT delivery partners
    • Charged with ensuring that RRP remained operational as the primary anomaly detection system, only being down for maintenance during the Sunday maintenance window and pre-planned holiday weekend power outages
    • That entailed coordinating and monitoring all patch/upgrade work with EOps and AD to ensure RRP was not negatively impacted
    • Displayed the ability to identify problems before they became full-blown issues
    • For instance, worked with AD to resolve KISAM tickets and minimize downtime of the system to less than 10% by leading troubleshooting and coordination efforts for various software/hardware issues
    • Worked through potential problems by working with cross-functional technical teams
    • For example, led a major upgrade of the GreenPlum server software, overcoming major obstacles across IT, to implement and install the upgrade with the assistance of EOps, ES-SE, and AD
    • Addressed the business customers' needs and/or concerns regarding any release or effort working on, whether it was BOE reporting functionality, the RRP infrastructure strategy work, or organizing the SharePoint site for ease of use
    • As the Infrastructure Lead, didn't hesitate to communicate with the RRP development team, EOps, or ES-SE, at times including them in discussions that led to identification and resolution of issues
    • Worked closely with the EOps, Enterprise Architecture (EA), and UNS points of contact to clarify requirements prior to the creation of CRs based on CIO-mandated UWRs, if necessary
    • Key agent to upper management and executive-level reporting, providing input/feedback to decks such as the Revenue Protection Technology (RPT) Governance Board (GB) and SD Executive Steering Committee (ESC) for any infrastructure-related changes that impacted the future of RRP
    • Routinely participated in internal (within the EPMO RIC and AD Data Delivery Services organizations) and external RRP meetings, documentation reviews, requirements gathering sessions, project status meetings, and RRP stakeholder meetings
    • Effective in a variety of formal presentation settings, for instance with large groups and/or management
    • He learned to read the audience and adjust tone, pace, style, and messaging for different audiences
    • Reviewed numerous UWRs and technical artifacts to determine impact, if any, to the infrastructure and/or environment of RRP
    • Maintained control over the different RRP environments by monitoring all requests and/or changes that had potential impact
    • For instance, worked closely with the different delivery partners, such as EOps and EA, to keep the RRP Filing Season Project Manager (PM) aware of any infrastructure changes that would affect the project in the near term
    • Made every effort to produce consistently high-quality work products
    • Always went right to the source (development, data architecture, infrastructure, testing, etc.) to obtain the most current information that would assist in the decision-making process
    • That resulted in many instances of information sharing that did not get lost in translation going up the management chain and assisted in moving forward with infrastructure changes for the RRP tier-II upgrade effort with confidence
    • Made a point of requesting guidance from management, when necessary, and/or referring to IRS-established guidelines and policies before moving forward with proposing alternative solutions
    • Driven to follow best practices consistently met or exceeded the business customers' needs and/or requirements
    • Consistently prioritized work assignments based on both the needs of the business customer and the available resources within the EPMO RIC organization
    • Displayed the ability to recognize assignments and adjust duties as needed
    • As the Infrastructure Lead, displayed the skills necessary to provide timely updates to the RRP stakeholders and upper management
    • Also consistently met with the development team leads to get start dates, finish dates, and task durations for all approved scope items
    • Realistic with deadlines and did not take on more work than was able to accomplish, while still maintaining high-quality deliverables
    • Provided accurate and timely input to business planning and reporting and project development and design documents
    • Understood plans, schedules, and execution as key factors in implementing successful releases
    • Won Above & Beyond Awards.

Information Technology Specialist GS-2210-13

IRS
09.2007 - 05.2011
  • Duties, Accomplishments and Related Skills:
  • The work of this position requires ensuring the integration of IT programs and services; developing solutions to integration/interoperability issues; designing, developing, and managing IT operating systems that meet current and future business requirements, and apply or extend, enhance, or optimize the existing architecture; managing assigned projects; communicating complex technical requirements to non-technical personnel; and preparing and presenting briefings to senior management officials on complex/controversial issues
  • Such work assignments include leading IT operating systems projects from start to finish; evaluating the effectiveness of systems and services; and providing advice on and devising solutions to a wide range of IT operating systems issues
  • Specific assignment areas include work such as the following
  • Develop policies, procedures, and strategies that ensure optimization and integration in the installation, configuration, and maintenance of the operating environment
  • Provide authoritative advice to other specialists in areas such as disaster recovery, capacity planning, applications development, hardware strategy, and operating systems security; and develop and implement agency guidelines
  • Lead a major operating systems project, e.g., installation of new operating environments or implementation of new operating systems patches, upgrades, and releases; consult with developers or vendors in defining requirements and identifying integration issues; oversee installation, customization, testing, and implementation of the operating environment; and work with vendor software engineers to correct problems and enhance performance
  • Evaluate the impact of new and proposed applications on the operating environment; and recommend changes to ensure the functionality and stability of the operating environment
  • Designs, develops, and deploys the IT infrastructure, including systems software products, databases and operating systems, to meet evolving customer business needs in a manner consistent with established standards and IRS business objectives
  • Provides Middleware Infrastructure Operations and Maintenance (O&M)support for the Modernized Production environment
  • Provides support for the Modernized Infrastructure, developed under PRIME and Middleware, and transitioned to the IRS
  • Monitor and handle problem analysis for Production outages, performance issues and capacity issues
  • Handling O&M(operations and Maintenance) for the Registered user Portal (RUP), Employee User Portal (EUP) and Computer Centers
  • Performs other duties as assigned

Quality Assurance Financial Systems Analyst

Tech Solutions/Lockheed Martin
11.2006 - 09.2007
  • Accomplishments and Related Skills:
  • Plans, implements, tests, documents, and maintains solutions for the integration and testing DIFMS components, elements, subsystems and/or systems
  • Synthesizes customer contractual needs and requirements into system test solutions that acknowledge technical, schedule and cost constraints
  • Establishes functional and technical specifications and standards, solves hardware/software interface problems, defines input/output parameters, and ensures integration of the entire system or subsystem
  • Reviews, evaluates and derives requirements for testability, develops and directs preparation and execution of comprehensive test plans, procedures and schedules for complete systems and/or subsystems
  • Coordinates subsystem and/or system testing activities with programs and other organizations
  • Performs analysis of test results and prepares comprehensive subsystem and/or system level evaluation reports which verify and validate system performance
  • Writes discrepancy reports and performs integration regression testing to verify/validate incorporated fixes to software, components, subsystems and systems.
  • Serves as a member of an Integrated Process Team(IPT) as a functional analyst for a minimum of 4 financial subsystems under the Defense Industrial Financial Management System(DIFMS)
    As a member of an IPT, performs requirements analysis of Software Change Requests for both existing and new programs in a UNIX environment
    Coordinates IPT Analysis sessions
    Provide functional support to programming staff and customer
    Interfaces with government client to provide functional expertise on an as needed basis
    Solves functional issues and overcomes obstacles
    Works with management, customers, and programmers to resolve problems and difficulties
    Responsible for defining testing requirements in order to ensure software products are fully and accurately tested
    Responsible for developing detailed test plans to be used as a guide for technical personnel in developing Unit Test packages
    Responsible for software quality assurance of Software Change Requests to include review of Unit Test Packages, participation in joint Test and Acceptance with the client, documentation submission/review and preparation of Unit Test packages for delivery to the client
    Participates in a Documentation review of all documentation changed for the software release
    Ensures standards and procedures are followed in the development of unit test packages
    Advises management of status of products.

Financial Systems Analyst

Tech Solutions/Lockheed Martin
09.2005 - 11.2006
  • Working as a key member of the Defense Finance and Accounting Service (DFAS) team responsible for providing support to users of the ABOM (Automated Bill of Material) systems, which is one of the systems within the Depot Maintenance Accounting and Production System
  • Serving as the subject matter expert concerning Air Force supply processes and data systems
  • Responsible for other important duties such as enhancing design of the on-line screens to ensure user friendliness and high-quality results
  • In addition, performing such responsibilities as analyzing production, inventory control, distribution, cost analysis, finance, marketing, human resources, and/or a variety of other business and technical problems to formulate improved information processes and determining techniques to improve the basis for decision making, policy construction, and program design and execution
  • Developing and maintaining operational specifications for relevant information processing systems and coordinated with all organizations involved to ascertain system requirements such as program functions, output requirements, input data acquisition, and system techniques and controls.

Manager Logistics Applications

US Air Force Active Duty
12.2000 - 09.2005
  • Accomplishments and Related Skills:
  • Directed, coordinated and implemented applications development supporting comprehensive studies and analyses of complex logistics issues, ensuring optimal organizational goals
  • Managed, maintained and monitored project management including leading multifunctional and operational research specialists, generating recommendations, documenting and briefing technical results, and advising senior leadership on implementation.

Manager Computer Center

US Air Force Active Duty
07.1997 - 12.2000
  • Actively served as an automated data system team leader
  • Communicated, negotiated and collaborated in support of the Standard Base Supply System (SBSS)
  • Effectively analyzed, troubleshooted, and resolved system errors, rejects and program abortions
  • Documented, coordinated and presented scheduled down time, system back-ups and account migrations
  • Job Related Training:
  • Introduction to Panorama 2008
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Accomplished multiple tasks within established timeframes.
  • Managed and motivated employees to be productive and engaged in work.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.

Education

Bachelor of Science - Workforce Education and Development

The Pennsylvania State University
State College, PA
12.2015

Associate of Applied Science - Information Systems Management

Community College of The Air Force
Tampa
01.1996

Skills

  • Project management proficiency
  • Streamlining process workflows
  • System integration proficiency
  • Strategic data planning
  • Information security oversight
  • Technical IT support
  • Effective team leadership
  • Financial management
  • Supply chain logistics
  • IT strategy development
  • Agile project oversight
  • DevOps methodologies
  • Proficient in managing software development life cycle processes
  • Project lifecycle oversight
  • Advanced product design skills
  • Fraud detection proficiency
  • Process improvement
  • Procurement management
  • IT team leadership
  • IT operations oversight
  • Team management
  • Organizational change management
  • Effective strategic planning
  • Quality assurance oversight
  • Management reporting using data analytics
  • Database performance enhancement
  • Talent acquisition proficiency
  • Delivery of software solutions

Affiliations

  • Gamma Beta Phi National Honor Society
  • Supply Interface System Monitor / Terminal Security - Manager
  • Automated Data Processing Equipment Custodian: U - Custodian
  • Unit Software Difficulty Report Monitor - Monitor
  • Unit Advisory Committee - Member
  • Computer Operations Section, Annual Internal Surveillance - Inspector
  • Partners in Education - Member
  • Computer Systems Security Officer - Officer
  • Computer Support Requirements Board - Member
  • Functional Area Records Technician: USAF - Technician
  • Offline Computer Processing Contingency Team - Member
  • Government Purchase Card Budget and Expense Program – Manager

Timeline

Supervisory Information Technology Specialist

IRS
03.2020 - Current

Information Technology Specialist GS-2210-14

IRS
05.2011 - 03.2020

Information Technology Specialist GS-2210-13

IRS
09.2007 - 05.2011

Quality Assurance Financial Systems Analyst

Tech Solutions/Lockheed Martin
11.2006 - 09.2007

Financial Systems Analyst

Tech Solutions/Lockheed Martin
09.2005 - 11.2006

Manager Logistics Applications

US Air Force Active Duty
12.2000 - 09.2005

Manager Computer Center

US Air Force Active Duty
07.1997 - 12.2000

Bachelor of Science - Workforce Education and Development

The Pennsylvania State University

Associate of Applied Science - Information Systems Management

Community College of The Air Force

Job Related Training

  • Introduction to Panorama 2008
  • Windows Server(2003) 2008
  • Technical Fundamentals of Documentum 2008
  • Local Area Networking 2008
  • Software Testing & Quality Assurance Techniques 2005
  • Oracle Data Modeling and Relational Database Design 2002
  • Oracle Enterprise DBA Part 1B: Backup and Recovery 2001
  • Oracle iDS: Discoverer for Administrators 2001
  • Oracle Discoverer for End Users 2001
  • Oracle Enterprise DBA Part 1A: Architecture and Administration 2001
  • Oracle Introduction to Oracle SQL and PL/SQL 2001

Education Certifications

  • B.S., Workforce Education and Development, The Pennsylvania State University
  • A.S., Information Systems Management, Community College of the Air Force

Awards And Accolades

  • Air Force Commendation Medal, 1990, 1994, 2001
  • Air Force Achievement Medal, 1991, 1999
  • Joint Service Achievement Medal, 1995
  • Joint Service Commendation Medal, 1997
  • Meritorious Service Medal, 2005
  • Gamma Beta Phi National Honor Society, 2005
  • Non Commissioned Officer of the Quarter, 2001
  • AF Leadership / Management School

Professional Development

  • Quality Awareness Training, 4 hours, 1993
  • Quality Team Seminar Training, 24 hours, 1994
  • Unit Self-Assessment Quality Training, 1994
  • Air Force Executive Writing Course, 1994

Job Related Training

  • Introduction to Panorama 2008
  • Windows Server(2003) 2008
  • Technical Fundamentals of Documentum 2008
  • Local Area Networking 2008
  • Software Testing & Quality Assurance Techniques 2005
  • Oracle Data Modeling and Relational Database Design 2002
  • Oracle Enterprise DBA Part 1B: Backup and Recovery 2001
  • Oracle iDS: Discoverer for Administrators 2001
  • Oracle Discoverer for End Users 2001
  • Oracle Enterprise DBA Part 1A: Architecture and Administration 2001
  • Oracle Introduction to Oracle SQL and PL/SQL 2001

Education Certifications

  • B.S., Workforce Education and Development, The Pennsylvania State University
  • A.S., Information Systems Management, Community College of the Air Force

Awards And Accolades

  • Air Force Commendation Medal, 1990, 1994, 2001
  • Air Force Achievement Medal, 1991, 1999
  • Joint Service Achievement Medal, 1995
  • Joint Service Commendation Medal, 1997
  • Meritorious Service Medal, 2005
  • Gamma Beta Phi National Honor Society, 2005
  • Non Commissioned Officer of the Quarter, 2001
  • AF Leadership / Management School

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