Tameka Pinckney-Jackiewicz
IT Specialist (Project Management - Customer Success Specialist)
Upper Marlboro,United
Summary
Dynamic and team-oriented IT Project Manager with 17 years of experience in asset management, risk mitigation and project leadership. Innovative and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvements.
Overview
17
17
years of professional experience
2
2
Languages
Work History
IT Project Manager - Customer Success Specialist
Bureau of the Census
09.2024 - Current
- Serve as a primary point of contact for new users onboarding to enterprise developmental tools, ensuring seamless integration into IT systems and services.
- Coordinate with project managers, system administrators, and cybersecurity teams to facilitate account provisioning, access requests, and tool enrollment.
- Guide users through onboarding procedures including environment setup, system access compliance, and required training.
- Maintain and update onboarding documentation, user guides, and FAQs to ensure accuracy and usability across the organization.
- Troubleshoot onboarding issues, escalate technical problems to appropriate teams, and follow through to resolution.
- Track and report onboarding metrics, identifying trends and areas for improvement to optimize the onboarding workflow.
- Assist in developing onboarding timelines and communication plans in coordination with project managers and stakeholders.
- Ensure adherence to federal IT security policies and internal governance standards during all phases of the onboarding process.
- Collaborate with internal stakeholders and the Finance Division to develop project budgets, create cost estimates, and ensure adequate funding is acquired and maintained for all onboarding-related initiatives.
- Monitor project funding allocations and expenditures, providing updates and justifications to leadership and stakeholders as needed.
- Provide exceptional customer service by addressing user inquiries in a timely and professional manner.
- Contribute to continuous improvement initiatives by identifying process inefficiencies and proposing effective solutions.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
- Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Developed detailed project plans, outlining clear objectives, timelines, and deliverables for IT projects.
- Facilitated communication among team members to solve complex technical challenges efficiently and effectively.
- Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
- Communicated project updates to stakeholders at all levels.
- Identified and implemented cost-saving measures in IT projects.
- Negotiated and managed project budgets to meet goals.
- Led cross-functional teams to successfully complete IT projects.
IT Project Manager
Bureau of the Census
09.2014 - 09.2024
- Managed numerous IT projects in a fast-paced, high-demand environment, ensuring timely responses to customer inquiries in compliance with Census Bureau standards.
- Fostered strong relationships with stakeholders, ensuring clear communication, collaboration, and alignment on service expectations, deliverables, and deadlines.
- Provided leadership and direction to teams, ensuring project execution, adherence to Census Bureau processes, and compliance with documented Service Level Agreements.
- Oversaw customer feedback analysis to drive service improvements and resolve issues effectively.
- Ensured data stewardship by safeguarding Sensitive Personally Identifiable and Business Identifiable Information, managing classified materials, and maintaining accountable property per Census Bureau policies.
- Developed and managed MOUs, defining service requirements, deliverables, and cost structures for successful project execution.
- Tracked project budgets, processed purchase requests, and collaborated with finance and procurement teams for cost optimization and compliance.
- Facilitated and documented meetings, ensuring proper attendance, requirement gathering, and adherence to procedures.
- Conducted Quality Assurance reviews and audits, ensuring accuracy, compliance, and proper onboarding of customers.
- Ensured projects met business needs, reduced rework, and adhered to engagement processes, with minimal missed deadlines and effective mitigation strategies.
- Promptly identified and reported problems to management with well-thought-out solutions.
- Delivered high-quality written and verbal communications, ensuring clarity, accuracy, and professionalism in all correspondence.
- Collaborated with cross-functional teams to identify, prioritize, and resolve application-related issues.
- Developed comprehensive documentation for IT application management procedures, promoting team knowledge sharing and consistency in operations.
- Spearheaded security initiatives to protect organization''s data and prevent unauthorized access to IT applications.
- Conducted regular audits of IT application management practices to maintain compliance with industry standards and regulations.
- Conducted periodic training sessions for staff members on various aspects of IT application management principles and techniques.
- Enhanced system performance by implementing efficient IT application management processes and tools.
- Facilitated continuous improvement initiatives within the IT application management domain by staying current on industry trends and best practices.
- Managed change control processes, ensuring proper documentation, approval, and communication of application updates or modifications.
- Developed project management roadmap to define project objectives, timelines and milestones.
- Delivered reliable solutions by overseeing software design, development, testing, implementation, and support phases of IT projects.
- Enhanced customer satisfaction with timely deliveries, effective communication, and high-quality results.
- Managed cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Coordinated with stakeholders to gather requirements and provide updates on progress throughout projects'' lifecycles.
- Managed budgets for multiple projects concurrently, tracking expenses and reallocating resources as needed to stay within budget constraints.
- Developed project plans identifying key issues, approaches and performance metrics.
- Developed detailed project plans, outlining clear objectives, timelines, and deliverables for IT projects.
- Facilitated communication among team members to solve complex technical challenges efficiently and effectively.
- Streamlined project delivery by implementing Agile methodologies and improving collaboration among team members.
- Built and maintained strong relationships with stakeholders, resulting in increased trust and collaboration on future projects.
- Mentored junior staff in best practices for IT project management, fostering a culture of continuous improvement within the team.
- Monitored project performance to identify areas of improvement and make adjustments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed projects from procurement to commission.
- Wrote, updated and maintained project documentation.
- Generated reports for IT project progress and performance.
- Assessed and analyzed customer requirements to develop effective IT project plans.
IT Specialist - Customer Support
Bureau of the Census
03.2008 - 09.2014
- Provided technical support for CBS (Commerce Business Systems) applications, including Automated Property Management System, Travel Management System Plus, Express Small Package System, CSTARS, and Payroll Interface.
- Resolved software, hardware, and system access issues by troubleshooting error messages, resetting/syncing accounts, and unlocking user access for CBS, CSTARS, and Oracle Order Entry (OE/I).
- Served as the primary support contact for CBS Coordinators, ensuring customer needs were met through meetings, issue tracking, and service enhancements.
- Analyzed and documented thousands of customer calls and emails, assisting users with IT problems and recording solutions using Remedy and SBM (Serena Business Manager).
- Managed user inquiries via Cisco Call Center and CBS Help Desk email, addressing issues related to CBS applications, Java, VDI, and Internet Explorer.
- Created and processed Service Management Requests (SRM)/Remedy Tickets to track and resolve technical issues efficiently.
- Provided IT support for Census Headquarters, regional offices, processing centers, and Department of Commerce agencies (NIST, BEA, ESA).
- Remotely assisted users using SCCM Remote Control and App Center Shadow Tool, ensuring prompt issue resolution.
- Developed and maintained strong customer relationships, delivering technical guidance on CBS products and services, including LDAP and Oracle.
- Expert experience in system troubleshooting, tracking user requests, creating user accounts and escalating unresolved issues as needed.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Monitored systems in operation and input commands to troubleshoot areas.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Trained employees on new technologies, increasing competency levels across the organization.
- Walked individuals through basic troubleshooting tasks.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
Bachelor's degree - Communications
Bowie State University
Bowie, MD 05.2001 - 5 2005
High school diploma or equivalent - General Education
Gwynn Park High School
Brandywine, MD05-2001
Skills
Software development life cycle
Client relations
Risk management
Project scheduling
Stakeholder management
Data analytics
Root-cause analysis
Network administration
Business analysis
Requirements analysis
Project development
IT service management
Cross-functional team leadership
Project management
Project tracking
Software testing
Agile methodology
Cross-functional collaboration
Document management
Strategic planning
Team bonding
Productivity improvement
Technical support
Expense reports
Budgeting and forecasting
Advanced problem solving
Contract development
Budget control
Requirements gathering
Budget preparation
Additional Information
Certificate of Appreciation for commitment to excellence and outstanding contribution in support of 2010 Census Fingerprinting Program (07/14/10), Certificate of Recognition for contributing to the successful migration of the CFS and Feeder System to Web Technology (11/23/11), Participated in working overtime hours to assist with massive hiring during the Decennial season at the Bureau of the Census., Assisted with the Time and Motion Study in Topeka, Kansas for the Bureau of the Census (August 2010)., Detailed knowledge of the Federal Adjudication policies due to assisting AMSD-CHEC branch with hiring process for the 2010 Census., Extensive knowledge of Service Request Management Requests (SRM), Remedy, Console One version 8.0.3, Cisco Softphone System/IPCC Software, Rumba, Reflection X, Team Track, Java, VDI, SCCM, App Center Shadow Tool, CBS Data Warehouse, CBS, C.Request, APMS., Extensive/Expert knowledge of Apple software and applications., Extensive/Expert knowledge of both Microsoft and Open Office programs., Extensive/Expert knowledge of OWA and iNotes., Familiar with automated systems such as calendar, procurement system, purchase system, travel, and payroll., Can type 65 words per minute; familiar with multiple faxing and scanning documents., Knowledge on writing and editing various electronic media., CIAF (Cash In A Flash) Awards for job performance (12/2024, 12/2023, 12/2022, 12/2021, 12/2020)., Special Act Award for being instrumental in responding to numerous user requests while the CBS Help Desk was shorthanded., Federal Performance Rating for September 2024- 4 out of 5., Outstanding Achievement Award, Communication Department, Bowie State University (Fall-Spring 2004, Fall-Spring 2005)., Special Recognition from the Maryland House of Delegates for 2005 BSU Metro News Report.
Job Related Training
- FMR ON-LINE ACCESS, 12/13/08
- SECRET AGENT SOFTWARE TRAINING, 11/29/08
- CBS 101, 09/26/08
- Comprizon for Requisitioners, 01/10/08
- ABC's of Property Management, 01/11/08
- SLIC (Software License Information Center) SUBMITTERS WBT, 03/12/08
- Adjudication Training, 02/26/09
- Suitability Adjudication training, 10/01/09
- Customer Service Training For ADACFO, 11/17/09
- ITSM 7.1 TO 7.6 BRIDGE WORKSHOP, 05/13/11
- SOFTWARE DEVELOPMENT LIFE CYCLE (SDLC), 04/2006 through 01/2025
- NO FEAR ACT TRAINING, 02/2006 through 01/2025
- DATA STEWARDSHIP AWARENESS TRAINING, 11/2006 through 01/2025
- TITLE 26 AWARENESS TRAINING, 11/2006 through 01/2025
- INFORMATION SECURITY AWARENESS, 08/2006 through 01/2025
- TITLE 13: SAFEGUARDING CONFIDENTIAL DATA, 08/2006 through 01/2025
- CENSUS BUREAU TELEWORK POLICY TRAINING, 08/28/13 through 11/2024
- Leadership & Management - Breakthrough Problem Solving, 10/20/23
- Leadership & Management - Communicating Strategically, 03/14/23
- Leadership & Management - Leadership Skills & Techniques, 04/18/24
- Jira Advanced, 11/15/23
Availability
Permanent, Full-time
Desired Locations
- ALL, DC, United States
- ALL, MD, United States
- Alexandria, VA, United States
- Rosslyn, VA, United States
- Alexandria County, VA, United States
- Arlington County, VA, United States
- Arlington, VA, United States
- Nationwide, Remote, United States
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, agency-wide.
- Led cross-functional IT projects from initiation through delivery, improving internal data systems used for nationwide census operations.
- Successfully delivered mission-critical applications supporting demographic data collection, on time and under budget.
- Managed multiple Agile and Waterfall projects concurrently, achieving 95%+ on-time delivery rate.
- Streamlined project intake and onboarding processes, reducing project kickoff time by 30%.
- Spearheaded implementation of standardized project management methodologies, increasing PMO efficiency and project visibility across teams.
- Acted as primary liaison between technical teams, Census stakeholders, and federal leadership to align project goals with bureau objectives.
- Facilitated cross-agency collaboration to modernize legacy systems, improving interdepartmental data sharing by 40%.
- Led the upgrade of internal systems to support data integrity, governance, and scalability for national survey platforms.
- Championed the transition to cloud-based infrastructure, improving system reliability and cutting maintenance costs by 20%.
- Mentored junior project managers and analysts, contributing to a 15% increase in project success rates.
- Managed onboarding of internal and external customers to Enterprise Services teams (Developmental Tools, Middleware, CM, and Testing) using tools like Jira, ServiceNow, Azure DevOps, QTM, and GitHub, improving onboarding cycle time by 25%.
- Streamlined project tracking and reporting processes using Jira and Azure DevOps, increasing visibility and accountability across cross-functional teams.
- Led end-to-end onboarding for high-impact customers to Census Bureau’s CBS tools and enterprise platforms, ensuring alignment with federal compliance standards and operational readiness.
- Developed and maintained onboarding documentation and knowledge base materials, improving self-service capabilities and reducing support tickets by 15%.
- Served as the primary budget liaison, ensuring 100% of customer funding was secured on time and that no contracts lapsed.
- Partnered with finance and procurement teams to track project funding, reconcile expenditures, and manage vendor agreements, supporting projects valued at $1 million+.
- Facilitated collaboration between enterprise services teams and customers to ensure seamless integration with internal systems and compliance with Census Bureau standards.
- Coordinated across development, testing, and configuration teams to ensure resource alignment and milestone delivery across multiple concurrent projects.
- Contributed to the success of the 2010 Census as an adjudicator, supporting the large-scale applicant vetting process during the Decennial hiring surge.
- Awarded a Certificate of Appreciation for commitment to excellence in support of the 2010 Census Fingerprinting Program.
- Earned a Certificate of Recognition in 2011 for key contributions to the successful migration of the CFS and Feeder System to Web Technology, modernizing legacy infrastructure.
- Received a Special Act Award in 2022 for being instrumental in the success of a critical sub-division initiative.
- Maintained consistently high federal performance ratings: "Fully Successful (3)" or "Above Fully Successful (4)" throughout tenure.
Timeline
IT Project Manager - Customer Success Specialist
Bureau of the Census
09.2024 - Current
IT Project Manager
Bureau of the Census
09.2014 - 09.2024
IT Specialist - Customer Support
Bureau of the Census
03.2008 - 09.2014
Bachelor's degree - Communications
Bowie State University
05.2001 - 5 2005
High school diploma or equivalent - General Education
Gwynn Park High School