1. Robin Ciapponi
15638 White Tail Lane
Culpeper, Virginia 22701
540-937-7581 (Home)
Echohillfarm@netzero.net
Security Clearance: Public Trust – Current – DHS ICE
Performance driven and results oriented professional. Demonstrated ability to partner with
leadership and customers to leverage relationships and create and sustain business
solutions.
SKILLS
Skilled in problem solving and developing the right solution at the right time. Flexible, self-
motivated, and a proven self-starter. Exceptional problem solving, organizational planning, and
creative thinking skills. Effective oral and written communication skills. Proven ability to deliver
results. Skilled in the use of agile methodologies for s/w development. Current software
knowledge includes SnagIt, Adobe Articulate, and AdobeConnect.
PROFESSIONAL EXPERIENCE
Senior Instructional Designer/Technical Writer 11/11 – Current
ManTech, International – DHS Immigration and Customs Enforcement – Student and Exchange
Visitor Program supporting the Students and Exchange Visitor Information System
• Instructional design, technical writing, editing, and training of a proprietary software (SEVIS)
for DHS’ Student and Exchange Visitor Program (SEVP) supporting a 10,000+ user base
• Responsible for delivery of all user contextual, Help Desk, and field-level help for U.S.
Immigration and Customs Enforcement related software with 1000+ page interfaces
• Reviewed and regression tested user-experiences for all newly coded pages – recommend
suggestions for an improved user interface
• Develop SOPs, and wrote and edited internal and external communication pieces for internal
ICE and external institutions that serve nonimmigrant student populations
• Work with educational representatives comprised of area Primary/Designated School Officials
to understand their needs for Immigration and Customs Enforcement policy and SEVIS issues
• Contributory member of specialized team developed to adjudicate and process Tier 3 Help
Desk change requests for academic institutions
Sr. Trainer, Instructional Designer, and Technical Writer 11/09 – 11/11
MILVETS Corporation – under contract to Northrop Grumman and DHS - Contract Ended
• Instructional design, technical writing, and training of a proprietary software solution
including gap analysis and needs assessments
• Developed and implemented usability testing protocols for all front end interfaces
• Developed SOPs, wrote communication pieces, delivered training, and developed metrics to
gauge project effectiveness
1

2. • Wrote and edited Help file content
Sales Agent/Customer Service 9/08 – 11/09
Blooms Today – Floral Fulfillment Company – Haymarket, Virginia
Took care of my terminally ill sister for one year and when I returned to the job market there
were limited professional positions available.
Training Division Manager 11/03 – 10/07
Chenega Technology Services Corporation for the Department of Homeland Security, Customs
and Border Protection (CBP), Lorton Virginia
• Management of the design, development, and delivery of field training programs to DHS
personnel at 100+ ports of entry – O/CONUS – for technically sophisticated, mission critical,
non-intrusive inspection equipment – x-ray and gamma technologies and radiation detection
• Identified program risks and provided mitigation strategies and long-term solutions
• Provided proactive strategies and direction to a multi-faceted professional staff who
performed complex tasks
• Managed local and remote work forces (direct reports/subcontractors) – 80+ personnel
• Responsible for subcontract negotiation, administration, relationship building, and
management
• Liaised with key operating segments (Contracts, Finance, Engineering, Deployment, and
Maintenance and Logistics) to ensure accurate, timely, and consistent training delivery
• 14M budget authority
• Developed work instructions, processes and procedures, and on-going audit processes –
managed an internal communications campaign for ISO 2000 implementation
• Developed and implemented trainer competency models and certification programs
• Developed and tracked utilization statistics for use in personnel forecasting plans
• Provided leadership to support change management initiatives
• Developed and implemented personnel stratification and cross-training initiatives
• Lead the design of internal programs to develop and retain top talent
• Created and delivered monthly program reviews, ad-hoc program presentations, white
papers, and strategic plans to high-level DHS personnel
• Ensured training materials translated effectively to field operational environments
Field Trainer 10/02 – 11/03
Entek/Matcom Corporation for DHS, CBP, Lorton Virginia
• Delivered high technology training at CBP ports of entry
Manager, Training and Development 11/99 – 11/01
Official Payments Corporation San Ramon, California – Company Not Profitable and Downsized
• Call center credit card payment processing for the IRS, and state/municipal governments
2

3. • Managed all facets of training and development for 100+ employees
• Developed and implemented documentation standards for all end users, call center
associates, sales, and clients
Implementation Manager
Official Payments Corporation San Ramon, California
• Management duties including developing processes and procedures, hiring/firing, mentoring,
motivating, and training and development
• Re-engineered technical life cycle, including process automation for a multifaceted suite of
products – improved organizational efficiency by 70%
• Managed and directed all phases of day-to-day operation of Account Implementation
Department with an emphasis on customer satisfaction
Corporate Trainer 1999
Cybercash, Inc., E-Commerce Payment Processing Alameda, California – Out of Business
• Designed, developed, and delivered product demonstrations and conducted product training
for Sales account executives, channel partners, customer service, HELP Desk, and customers
• Restructured training program to significantly improve organizational efficiency
Course Developer 1998 - 1999
Knowledge Impact B-2-B Training Consultants San Mateo, California – Out of Business
• Created training materials for both custom and off-the-shelf software applications
Technical Writer/Trainer – Hicks Consulting for 8/1996 – 8/1998
Visa Purchasing Card/ Credit Card Processing - Foster City, California
• Writer for Visa Purchasing Card proprietary software product spanning development, user
training materials, business case exercises, press releases, newsletter copy, presentation
materials, sales and marketing collateral materials, statistical, HELP files, and web pages
• Co-developed interactive product rollout involving major financial institutions
• Designed and developed packaging concepts
• Designed, developed, and delivered national end-user training program
Technical Writer/Trainer – Independent Contractor for 1995 -1996
Ford Motor Company - Automotive Manufacturer - Dearborn, Michigan – Contract for 12 mos.
• Wrote and edited technical material, press releases, training manuals, and HELP files;
designed, developed, and delivered a training program to Ford environmental engineers
EDUCATION
M.S. Management - Rensselaer Polytechnic Institute
B.S. Recreation Education – Southern Connecticut State University
3