Wendy L Combs

• Utilize computer software, coding programming languages, and text editor to create, edit, code, and develop new online training courses into Technology Enabled Learning (TEL) and Computer-Based Training (CBT).
• Convert existing job performance aids into an online environment. Programming language manipulation and corrections. Analyzes input, work process, output data, identifies alternative solutions to problems, and recommends modifications and enhancements to the user interface or courseware. Coordinates with customers, subject matter expert personnel, project managers, other project members, local and/or national functional representative, and other stakeholders.
• Uses knowledge of objectives, education and training theories, techniques, and methodology for development of TEL courseware, and of the systematic approach to the design, development, testing, and maintenance of online help facilities. Text editors, HTML, CSS, XML, and JavaScript programming languages and principles, web development processes and deliverables, 508 compliance, and the ability to communicate effectively, both orally and in writing, to present findings and recommendations.
• Lead presentations about our department's processes regarding the creation of courses that begin with a storyboard and other formats, if necessary, to a finished ITM course that people can take, to a group of department managers from a different department.

• Provided exceptional service by proactively addressing customers'' needs and concerns.
• Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
• Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
• Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.

Office of Online Services, Product Management, Digital Products.

Emerging Technology Analyst.

05/08/2022-07/22/2022

75-day detail, hours per week: 40.

Duties: Worked with various higher-grade Analysts to create user flows and stories to help build Business Online Services and Business Online Payments. Also, aided the team in various supportive ways. Gave feedback about what the Customer Service Representatives get numerous calls about such as balance dues, EIN issues, transcripts, and other various reasons. Used strong communication skills, along with basic hands-on knowledge of social media, mobile devices, and emerging technologies, to identify and assess possible new opportunities for communication viability. Assists with educating IRS staff on incorporating relevant social media techniques into IRS communications and other outreach activities. Worked with technology and design teams to facilitate the integration of emerging technologies across the IRS, contribute to web design, and monitor and measure social media initiatives. Helped to prepare and present findings from survey results to help enhance user needs to other stakeholders. Worked with GitHub and CLM to find user stories and user flows within them. Learned Agile work methodology.

SB/SE Campus Examination

Lead Tax Examiner Technician

120-day detail 7/6/2021-11/19/21, Hours per week: 40

Duties: Worked to resolve workgroup issues by functioning as a resource person/subject matter expert (SME) when my manager handles a workgroup resolution/issue. Provide coaching and training for tax examiners on cases. Developing and improving work procedures and processes. Serves as an acting manager and responds to upper management requests. Supportive workplace environment by sharing technical procedures and volunteering for additional work-related duties. Take preventive measures to stop unpostable by analyzing and reviewing appropriate IDRS command codes (e.g., TXMOD, ENMOD, and SUMRY). Input correct adjustment and use correct transaction code(s)/reference codes/hold codes/priority codes. Identify proper money amounts to be transferred, assessed, or abated and/or compute settlement amounts. Ability to determine/adjusting the taxpayer's account by Performing credit transfers/excess collection/back outs and analyzing tax forms and/or related worksheets to determine the accuracy of a computation. Identifying previous abatements/assessments and calculating manual interest computations on ACT/DMI (Automated Computation Tool/Decision Modeling Inc.). database or IAT (Integrated Automatic Tools). Updating and closing taxpayer information into the Appeals Centralized Database System (ACDS) database accounts. Ability to communicate, written and verbally, to resolve tax problems by conversing with taxpayer or taxpayer's representative (POA or CPA), counseling attorneys, revenue agents, and/or revenue officers to resolve an account issue and/or collect information. Present and elevate work issues to upper management or analysts for resolution. Experience in resolving customer’s issues through written correspondence and phone contact or in person. Ability to work with taxpayers and co-workers who are difficult, hostile, and distressed. Experience dealing with conflicts in my daily schedule. Resolve this conflict by reorganization important assignments and independently adjusted duties as appropriate. Allocate time among tasks according to their importance, creating time for anticipation in additional or developmental assignment based on program impact. Explaining the corrections needed using ORCAs, on-line systems, research materials, technology and tools to resolve taxpayer's inquiries/issues.

Criminal Investigation Tech Operations & Investment Services

Title: IT Specialist (DPC Programmer)

120-day detail 10/2020 – 01/2021, Hours per week: 40

Duties: Reviewed IT specialist project setup processes via IT specialist guides and assisted other specialist with the process on current projects.

Assisted all IT specialist with some area of project setup under supervision and completed successfully. Reviewed record organization for small and large projects via specialist guides. Became familiar with the system of record organization. Completed standard data entry on several bank accounts in order to learn the screens we use for data entry. Successfully learned the screens of the standard bank entry databases. Learned how to use the Bankscan program and assisted with a live current Bankscan project. After learning the basics of the program, I was able to run through smaller bank accounts and perform the necessary statement reconciliations within Bankscan. Loaded completed Bankscan spreadsheets to Access for DPA data entry using the Bankscan tool program. Once I was able to balance from the Bankscan program I successfully learned to use our tool that enabled me to set up databases for Data Processing Assistant, (DPA) data input. Assisted with conversion of casino PDFs to Excel and combined to one Excel for IT specialist. Assisted other specialist with converting pdf’s to a text format in order to move the data over to Excel. I was comfortable with this task and needed little supervision. Learned how to reconcile bank statement batches. Using original data, I was able to pinpoint data input errors and correct them. Assisted with equipment moves and put together a scanning workstation. There was no problem recognizing equipment and making necessary connections.

Completed an intermediate level database creation exercise. During review of the database, areas were identified as incomplete and was showed how to complete them. After second review of my database, my database was determined complete.

Estate and Gift (E&G) Workload Selection and Delivery (WSD)

Title: Tax Examining Technician

1-year detail 10/2019 – 10/2020, Hours per week: 40

Duties: Access the Integrated Data Retrieval System (IDRS) and/or Examination Returns Control System (ERCS). These two systems help determine if the file is in our location, at an examiner’s field office or in storage. In the Workload Selection and Delivery department of the exam function I prepared the office for up to 15 visiting attorneys that include making copies of needed forms, logging and updating the selected returns into IDRS and/or establish cases in the Examination Returns Control System (ERCS), requesting information for items that the return needs to be completed before examination or closing the file, organizing the files and updating a spreadsheet of returns on the wall waiting to be sent to field offices.

I prepared outgoing referrals such as to the Art Panel department, other teams to complete stock market valuations as well as missing forms that go to other departments within the IRS, receive and send out returns to other offices as needed with the proper documentation. research Accurint for comprehensive reports as needed. Verifies all information on inventory validation lists (IVL). Keep monthly meeting minutes, taught other employees how to validate their time in Single-Entry Time Reporting (SETR). I also help with the computer issues such as installing the drivers for the local printers and provide IDRS reports as needed by all the attorneys as needed.

When I first started this detailed there were hundreds of backlogged files that needed to be updated, sorted, and if needed the files were prepped to be sent to storage area. Created an Excel database that helps maintain and control the file inventory, sort incoming attachments for the files and if not here find where they went.

Download returns from The Statistics of Income Division’s database of scanned images of Forms 706 and 709 and put them in a shared drive folder for examiners to work with remotely. Use RealQuest to run property valuations. Open, assign, and close files in ERCS to various Employee Group Codes (EGC).

Research and help determine cases that are in the (DSUE) status which includes getting screen prints from each of the taxpayer and their deceased spouse to compare and determine if the information matches and the timeliness of the first to die spouse to help decide if they are filing compliant. If not requesting the first to die spouse’s Form 706 with Form 2275 to request the original file to be sent out to examiners.

Research for the Form 706(GS) D-1 to determine if they need selected and sent to examiners or if they can be accepted as filed and sent to file storage.

Internal Management/Support Delivery of Services

Title: Education Specialist

60-day detail 10/2018 – 02/2019, Hours per week: 40

Assisted in the design, development, and delivery of education services and products that enable IRS employees to maintain and develop skills needed to perform their jobs at highly effective levels and to help update The Little Red School House emulator. I trained in Crimson Editor- Tortoise SVN - GIT/GIT hub, Storyboarding, Programming Fundamentals, Extensible Markup Language (XML), Java/JavaScript, Visual Studio, Microsoft Expressions 4, and SB-HQ-LE: ISD. Attended weekly meetings and talked about the importance of accessibility in the courses that we create. Reviewed storyboards to aid in the creating of a course, researched pictures to add into a course. Detail ended due to the shut-down of 2018-2019.