Operations

• Lead day-to-day operations of the IT Service Desk
• Ensure timely triage, assignment, and resolution of incidents, service requests, and inquiries
• Serve as the central escalation point for complex technical issues
• Coordinate with Systems Engineer/Endpoint Lead, network teams, and site technicians
• Monitor ITSM ticket queues for SLA compliance, categorization, and documentation quality
• Oversee onboarding and offboarding support, including account provisioning, workstation setup, access permissions, and compliance documentation
• Develop and maintain SOPs, knowledge base articles, and workflow guides
• Track recurring issues and improve processes, reduce ticket volume, and enhance user experience
• Coordinate classified-environment operations with Facility Security Officers on incident handling, equipment movement, and documentation
• Support deployment, configuration, and optimization of enterprise ticketing and asset management platforms
• Collaborate with site teams during outages, maintenance windows, and facility technology updates
• Assist with RMF/NIST SP 800-37/800-53 compliance and reporting activities
• Support cross-domain solution workflows, access coordination, and incident triage for multi-domain operations
• Travel to program locations to support activities

Operations Lead, Active Clearance

Program Manager

• Coordinate and oversee a portfolio of USPS IT modernization programs and projects within the program management office
• Advise program leadership with portfolio-level insights on schedule, cost, risk, dependencies, technical fit, and business value
• Develop and maintain integrated master schedules and multi-year roadmaps reflecting technical dependencies and USPS operational windows
• Build and manage program-level dashboards, primarily in Power BI, covering status, risks, issues, technical debt, capacity utilization, and performance metrics
• Conduct resource and capacity planning; recommend staffing models, sequencing, and program-level tradeoffs
• Maintain consolidated risk, issue, and dependency registers, emphasizing technology and business continuity risks
• Support requirements decomposition and solution planning aligned with business requirements, architecture, security, and implementation plans
• Coordinate with enterprise architecture, cybersecurity, operations, data, and vendor teams to align initiatives with USPS technical standards
• Analyze delivery performance and recommend improvements to governance, processes, and tooling
• Prepare executive briefings, decision papers, and portfolio summaries for USPS CIO leadership and senior IT/business leaders
• Mentor junior PMO and project staff on enterprise program management, portfolio reporting, and CIO-level stakeholder engagement
• Ensure PMO processes and artifacts adhere to USPS policies, federal IT and cybersecurity requirements, and LMI quality standards

Technical Program Operations Specialist

Full-stack Engineer

• Build and maintain full-stack IronGate features using Angular, TypeScript, Node.js, and Express
• Design and develop React application features interoperable with Angular components
• Develop and document secure RESTful APIs with OpenAPI/Swagger
• Design and optimize PostgreSQL data models in AWS RDS
• Design, containerize, deploy, and operate backend services and cron-style job schedulers in Kubernetes
• Build intuitive, responsive, reusable frontend components with Angular, React, and PrimeNG
• Support Airbyte data integration and extract/load pipelines
• Integrate AWS GuardDuty malware protection and follow secure coding and DevSecOps practices
• Participate in code reviews and design sessions
• Define guardrails, validation layers, and test coverage for AI-assisted code
• Support unit, integration, and end-to-end testing and contribute to CI/CD pipelines
• Troubleshoot bugs, performance bottlenecks, availability, and observability issues
• Contribute to architecture evolution involving Spark, Hudi, Elasticsearch, Kong, and Python APIs

Full Stack Developer

Cloud Engineer

• Design, build, and maintain CI/CD pipelines to automate build, test, and deployment across development, staging, and production
• Build and manage AWS infrastructure, including S3, IAM, networking, and services supporting secure file transfer and data movement
• Move the IronGate platform from manual setups to Infrastructure-as-Code so environments are consistent and repeatable
• Implement security best practices, including access control, encryption, and secure configurations
• Set up and maintain monitoring, logging, and alerting for visibility into system health and issues
• Work with PostgreSQL and other data storage solutions supporting the IronGate data pipeline
• Collaborate with the IronGate product team, including developers and product owners, to understand requirements and translate them into robust platform solutions

Platform Engineer – AWS, Infra-as-Code

Statistician

• Develop and maintain statistical, econometric, and time series models to forecast passport demand
• Apply regression, ARIMA, exponential smoothing, state space, Bayesian, and other forecasting methods
• Develop simulations and scenario analyses to evaluate uncertainty and potential future outcomes
• Perform model validation, backtesting, sensitivity analysis, residual analysis, and forecast error evaluation
• Analyze historical demand, survey data, economic indicators, demographics, travel trends, policy changes, and other demand drivers
• Evaluate model assumptions, data quality, structural changes, bias, and sources of uncertainty
• Compare modeling approaches and recommend methods based on accuracy, interpretability, and statistical rigor
• Monitor actual demand against forecasts and identify opportunities to improve model performance
• Communicate methodology, assumptions, uncertainty, and analytical findings to technical and nontechnical stakeholders
• Maintain reproducible analytical workflows, model documentation, and technical artifacts

Applied Statistician, Forecasting – Simulation

Documentation Specialist

• Review, edit, and refine reports, briefings, presentations, station profile updates, operational requirements documents, capability gap materials, and acquisition-related documentation
• Develop and refine content tailored to stakeholder needs
• Ensure documents comply with DHS, CBP, and USBP formatting, style, routing, approval, template, and document control requirements
• Maintain consistency in messaging, terminology, tone, and structure across deliverables
• Coordinate with subject matter experts, field personnel, program offices, and leadership stakeholders
• Support operational requirements, capability gap analysis, acquisition, and requirements management mission needs
• Produce written products that translate operational needs, capability gaps, and requirements into clear, actionable documentation for USBP and CBP leadership

Operations Lead, Active Clearance

Technical Program Operations Specialist

Full Stack Developer

Platform Engineer – AWS, Infra-as-Code

Applied Statistician, Forecasting – Simulation

Operational Requirements – Acquisition Documentation Specialist