Cassandra A. Baird

Serve as the primary interface to end customer, collecting requirements, creating/issuing telephony accounts and storing them in the appropriate databases.

• Interface with users via customer requirements database and capture users’ operational requirements
• Create and maintain standard operational procedures (SOP) for telephony related services
• Maintain web-based training materials for account requests
• Maintain customer databases and generate the appropriate metrics
• Establish effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
• Evaluate customer needs and feedback to drive product and service improvements.

Provided support in various programs under the Talent Acquisition Office.

• Managed and create training documentation, standard operating procedures (SOPs), and FAQs for the client roll out of Applicant Tracking System Avature
• Managed and create training documentation and standard operating procedures (SOPs) for clients Virtual Interview Program
• Provided tier 1 support to client’s Applicant Tracking System users and partners
• Provided tier 1 support to clients new innovative hiring platform used to reduce applicant processing time
• Imported and if needed manipulated applicant testing results in Avature
• Created JIRA tickets as they relate to improvements or requests regarding the client systems
• Tracked and maintained required training spreadsheets
• Provisioned TAO account creation for phone lines used to communicate with applicants through the various processing stages
• Triaged phone requests from various offices within ServiceNow
• Assisted with testing client’s Virtual Interview Platform to ensure functionality
• Tracked and take appropriate action to reinstate eligibility of applicants via Avature custom reports
• Served as liaison between PDRI testing and Applicant Tracking System
• Maintained PDRI testing series within Applicant Tracking System
• Drafted communications to stakeholders on Applicant Tracking System JIRA tickets that have made it into the production environment
• Skilled at working independently and collaboratively in a team environment.
• Learned and adapted quickly to new technology and software applications.

Provided Executive Administrative support to the Director, Deputy Directors (2) and various other staffers/contractors, within the Global Infrastructure Front Office (GI0).

• Assisted with training less seasoned administrative personnel
• Proactively managed principal’s calendar and unannounced demands that may arise
• Prepared principals for various meetings/interview panels by ensuring supporting documents are provided ahead of time
• Led Monday morning calendar meetings with senior leadership team, making requested changes and orchestrating requested follow-ups
• Worked closely with front office Executive Officer team (EXOs) to ensure CAT actions are answered and returned on time
• Obtained DOC IDs and process E-Voucher requests for principals POV, conference fee advances and other miscellaneous charges
• Managed logistics of extensive CONUS/OCONUS travel; draft and submit outgoing communications via EMS; coordinated and submitted passport and VISA requests, arranged senior level TDY Branch briefings, submitted reservations via CTS, processed vouchers upon return and ensure OMS appointments are made for immunizations/travel clearance
• Maintained efficient office environment to include ordering supplies, arranging for repairs of office equipment and organizing special events
• Created current SOP manuals for front office administrative position
• Tracked office travel budget
• Coordinated executive schedules, ensuring efficient use of time and resources.
• Served as a trusted point of contact for clients or vendors requiring assistance from senior leadership.
• Improved office efficiency with streamlined filing systems, digital archiving solutions, and effective task prioritization methods.
• Organized events, meetings, and conferences to facilitate productive discussions and promote organizational values.
• Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.

Provided Project Planning support to the Chief and Deputy Chief of Data Systems and Analytic Division

• Assisted in the nominations of IC information to high side networks
• Coordinated Deep Dives, All-Hands and other pertinent meetings
• Took meeting notes with required actions
• Assisted with tracking procurement budget
• Provided program management assistance to two separate special programs
• Assisted in special tasks/projects as assigned by Chief/Deputy Chief
• Created and updated SOP manuals
• Administered annual security training to those requiring access to specific systems
• Processed EARRS requests for account extension, enabling etc.
• Updated and manage current organizational charts
• Pulled and analyzed monthly metrics for Production Team from cable databases
• Performed document redactions on classified materials

Served as Office Manager for the Workforce Support Management (SWM) Group within the Directorate of Support

• Served as vault custodian for occupied vault, conference room and additional vendor offices assigned to our program
• Managed logistics of GTM training to include binder creation, rosters, classroom set up and graduation confirmation
• Maintained accurate office organizational charts, phone rosters and office emergency contact information
• Scheduled conference rooms and coordinated video teleconferences (VTC)
• Maintained physical office files and electronic share drive folders
• Maintained an efficient office environment to include ordering supplies, arranging for repairs of office equipment and organizing special events
• Maintained accurate filing of all on-site and deployed contract employee non-disclosure agreements
• Worked in conjunction with ASO and COTRs to maintain accurate 4311 process for initial, crossovers, reinvestigation and upgrades
• Served as the Site Administrator (SCA) for the program SharePoint site
• Submitted IT requests via EARRS such as alias creation, account renewals, etc.
• Created process and procedures manuals (SOP) for administrative functions

Served as Executive Assistant to the National Intelligence Officer/Manager, Deputy National Intelligence Officers (4) and at least 15 staff/contractor employees.

• Scheduled conference rooms, coordinated video teleconferences (VTC) and arranged conference calls
• Managed calendars, phone, email and contacts both internal and external
• Coordinated all logistical details for meetings and events. For meetings, this includes sending out meeting notifications, tracking attendance, arranging food, taking meeting notes as necessary and distributing meeting materials
• Maintained branch organizational chart for government and contractor personnel
• Processed visit certifications for visiting officials to include requesting VIP parking and clearance requests via our facility security system
• Arranged travel for staffers, processed vouchers, cables and assisted with renewing official passports

Served as Executive Assistant to the National Intelligence Officer/Manager, Deputy National Intelligence Officers (4) and at least 15 staff/contractor employees.

• Managed calendars, phone, email and contacts both internal and external
• Scheduled conference rooms, coordinated video teleconferences (VTC) and arranged conference calls
• Coordinated all logistical details for meetings and events. For meetings, this includes sending out meeting notifications, tracking attendance, arranging food, taking meeting notes as necessary and distributing meeting materials
• Maintained branch organizational chart for government and contractor personnel
• Processed visit certifications for visiting officials to include requesting VIP parking and clearance requests via our facility security system
• Arranged travel for staffers, processed vouchers, cables and assisted with renewing official passports
• Coordinated complex schedules for executives, ensuring efficient use of time and resources.
• Managed travel arrangements, optimizing itineraries to meet business needs.
• Developed and maintained filing systems for confidential documents, enhancing data retrieval efficiency.
• Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
• Screened calls and emails and initiated actions to respond or direct messages for managers.

Contracted to the Federal Bureau of Investigation (FBI) Academy to a newly created position tasked with overseeing program evaluation efforts and to recommend improvements in curricula, instruction methods, and resource allocation in order to uphold the agency’s commitment to training quality Intelligence Analysts.

• Facilitated approval of new curricula, including obtaining authorization by the Office of the Director of National Intelligence, establishing class schedules, writing a course description, and publicizing the course to the administration
• Orchestrated securing training space, obtaining course materials, and establishing any student prerequisites for inclusion into the course
• Contributed input into budget development and resource allocation
• Conducted basic work measurement and statistical studies in order to develop quantitative data necessary for analysis.
• Performed budget-forecasting activities for assigned courses; use statistics to plan optimum times to hold certain courses, to negotiate contractor costs, and to plan material procurement activities
• Improved communication and compensation with contractor staff by upholding individual contract terms, verifying charges against issued purchase orders, and confirming delivery of services contracted
• Created a system consisting of a checklist that improved communication between the FBI Academy and contractors that covers key contract milestones such as course load requirements, contract renewal dates, and schedules
• Disseminated performance enhancement ideas to the staff based on research, interviews, and observations
• Represented the FBI Academy’s interests in business dealings with vendors and with other agencies
• Assembled training materials, updated email distribution lists, and distributed new materials to the field offices
• Briefed senior leadership on operational issues and project progress
• Established strategic partnerships with external agencies
• Maintained electronic communication files to ensure the files were accurate and in sequential order
• Performed quality checks on written documents prior to publication on intranet
• Managed supply requisitions, scheduled interviews, prepared weekly reports, secured meeting spaces and served as office manager
• Worked with Kent School to obtain training slots for analysts

Contracted to the Federal Bureau of Investigation (FBI) Academy to a newly created position tasked with overseeing program evaluation efforts and to recommend improvements in curricula, instruction methods, and resource allocation in order to uphold the agency’s commitment to training quality Intelligence Analysts.

• Facilitated approval of new curricula, including obtaining authorization by the Office of the Director of National Intelligence, establishing class schedules, writing a course description, and publicizing the course to the administration
• Orchestrated securing training space, obtaining course materials, and establishing any student prerequisites for inclusion into the course
• Contributed input into budget development and resource allocation
• Conducted basic work measurement and statistical studies in order to develop quantitative data necessary for analysis.
• Performed budget-forecasting activities for assigned courses; use statistics to plan optimum times to hold certain courses, to negotiate contractor costs, and to plan material procurement activities
• Improved communication and compensation with contractor staff by upholding individual contract terms, verifying charges against issued purchase orders, and confirming delivery of services contracted
• Created a system consisting of a checklist that improved communication between the FBI Academy and contractors that covers key contract milestones such as course load requirements, contract renewal dates, and schedules
• Disseminated performance enhancement ideas to the staff based on research, interviews, and observations
• Represented the FBI Academy’s interests in business dealings with vendors and with other agencies
• Assembled training materials, updated email distribution lists, and distributed new materials to the field offices
• Briefed senior leadership on operational issues and project progress
• Established strategic partnerships with external agencies
• Maintained electronic communication files to ensure the files were accurate and in sequential order
• Performed quality checks on written documents prior to publication on intranet
• Managed supply requisitions, scheduled interviews, prepared weekly reports, secured meeting spaces and served as office manager
• Worked with Kent School to obtain training slots for analysts