Marcia Kemp

Conduct orientations for job seekers, providing clear guidance on WIOA programs, services, and eligibility requirements.

Coordinate participant flow and provide front-line customer service, resolving inquiries in person, by phone, and via email.

Collaborate with career coaches and program staff to facilitate timely case assignments and referrals.

Contribute to outreach efforts by engaging prospective participants and directing them to appropriate services.

Coordinate scheduling activities, manage high-volume front desk operations, and assist with applicant and customer intake and enrollment processes by collecting, reviewing, and entering participant data into the Maryland Workforce Exchange system.

Gathered and managed requirements, codified protocols, and improved Agile team processes, resulting in a 35% increase in sprint efficiency.

Facilitated sprint ceremonies and tracked performance metrics to ensure project success.

Defined the scope and requirements analysis for each project, resulting in a 40% improvement in project delivery predictability and measurable impact on success criteria.

Conducted requirements analysis, provided end-user support, and managed multiple projects, achieving a 95% stakeholder satisfaction rate.

Identified opportunities for business and process improvements across teams, streamlining workflows for 7+ departments.

Created process models, specifications, diagrams, and charts to guide scrum activities, supporting a 20% reduction in project cycle time.

Delivered second-tier application support, resolving over 500 support tickets to ensure smooth operations.

Created training materials, job aids, FAQs, and user guides that increased system adoption rate by 75%.

Led development and publication of training content, ensuring 100% accuracy of system representation.

Evaluated requirements for completeness, correctness, and consistency, resulting in 60% decrease in project rework and improved overall delivery timelines.

Executed QA testing to validate requirements and application functionality, which resulted in a 60% reduction in project defects.

Generated a requirements template and procedures that led to tool adoption and cross-team alignment.

Established central data warehouse repository to improve data management.

Produced over 100 release notes, knowledge base articles, and system documentation for application releases.

Managed task order deliverables in a structured manner and contributed to key performance indicator tracking and project reporting for senior management.

Implemented online Help component in Jazz tool, ensuring proper configuration management and version control, which reduced system downtime by 30% and improved application release process.

Investigated and fixed HTML coding problems for eight online Help systems to improve performance.

Collaborated with SMEs to define business processes and validate requirements for releases, improving requirement clarity by 35%.

Managed defect tracking and resolution workflows, improving issue resolution rates by 25%.

Supported system testing and validation to ensure compliance with functional requirements

Partnered with IT stakeholders to drive execution of 10–20 concurrent projects annually, aligning technical solutions with business objectives and achieving a 95% on-time delivery rate.

Advised management on technical and operational considerations, contributing to a 20% reduction in project risks through early identification and mitigation strategies.

Analyzed and translated project scope and objectives into actionable plans, reducing delivery cycle times by 15% and minimizing requirement gaps.