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ROBERT W. PITULEJ
11310 Handlebar Road, Reston, Virginia 20191-3910
(703) 254-8280; Pitulej@aol.com
Career Summary
I am a career Senior Executive Service (SES) leader and manager with more than a decade of
senior administrative and business experience in a cabinet level agency of the Federal
government. I am a visionary and results-oriented leader whose years with the U.S. Department
of Labor have focused on ensuring fair and safe employment opportunities and ethical treatment
of American workers. I am recognized within the Department and the Federal community as a
top level operations and program leader and manager, and as a skilled and dedicated professional
with a talent for proactively identifying and resolving problems, streamlining business processes,
automating administrative systems, maximizing employee productivity, and delivering
exceptional customer service for clients.
Professional Experience
U.S. Department of Labor/ETA 06/2013 - Present
Washington, DC
Grade: Senior Executive Service (SES) 12/2013
GS-15 Acting in SES Position 6/2013 - 11/2013
National Deputy Director/Administrator for Job Corps - Serve as the number two official for
the nation's premier residential training and employment program for at-risk youth ages 16-24
through a nationwide network of 125 campuses that services approximately 50,000 new students
annually. Oversee a comprehensive array of career development services to economically
disadvantaged young women and men to prepare them for successful careers while employing a
holistic career development training approach which integrates the teaching of academic,
vocational, employability skills and social competencies through a combination of classroom,
practical and work-based learning experiences to prepare youth for stable, long-term, high-
paying jobs. Oversee six federal regions and Regional Directors that deliver the program to the
nation that includes the following features:
• Standard eligibility criteria;
• A defined set of core competencies in academic, vocational, information technology,
employability and independent living skills which represent the fundamental skills
students need to secure and maintain employment;
• Standardized systems for financial reporting, data collection, student benefits and
accountability; and
• Nationally established performance outcomes, goals and quality expectations.
U.S. Department of Labor/ETA 12/2012 - 05/2013
1
Washington, DC
Grade: GS-15, Acting in SES Position
Acting National Director/Administrator for Job Corps - As Acting National
Director/Administrator, executed responsibility for leading the Job Corps program and its 125
Job Corps centers throughout the country while serving approximately 50,000 disadvantaged
youth, ages 16-24. Ensured the largely residential program offered participants opportunities to
secure academic and career technical credentials and assisted them with securing placement in
education, employment, or the military upon graduation from the program. Led the effort, and
implemented and executed the necessary policies and program changes to take an approximately
$69 million budget deficit, $100 million after adding Sequestration cuts, and converted it into an
approximately $39 million surplus in Program Year 2012. As a result, the Job Corps program
avoided an imminent federal Antideficiency Act violation for this program year.
U.S. Department of Labor/ETA 08/2012 - 11/2012
Washington, DC
Grade: GS-15, Acting in SES Position
Acting Deputy National Director/Administrator for Job Corps - Served as the number two
official for the nation's premier residential training and employment program for at-risk youth
ages 16-24 through a nationwide network of campuses. Integrated an existing program office
with two newly created sister offices, one for financial administration, and one for contract
management. Oversaw a comprehensive array of career development services to at-risk young
women and men that prepared them for successful careers through a combination of classroom,
practical and work-based learning experiences for stable, long-term, and good-paying jobs.
Oversaw daily operations for six federal regions and Regional Directors that delivered the
program to the nation.
U.S. Department of Labor/OSHA 10/2010 - 07/2012
Washington, DC,
Grade: GS-15
Deputy Director, Directorate of Administrative Programs
As Deputy for all administrative programs (DAP) for a 2,400 person federal agency, provided
management leadership and support to the Occupational Safety and Health Administration
(OSHA) in the areas of human resources management, program budgeting and planning,
financial management and control, and administrative management systems. Managed and
oversaw an OSHA annual budget of over $560 million. Management and guidance was also
provided in the areas of property management, directives development, and grants management.
DAP personnel also provide support for real property programs, space, fleet, mail,
telecommunications, procurement, building, credentials, printing and distribution, and supportive
services to all National Office components. Managed an agency-wide performance budget
program, including budget formulation, presentation, execution, and the legislative process for
authorization and appropriation of department and agency-wide budgetary accounts. Also
managed the integration of the budget process with the strategic planning process as defined in
the Government Performance and Results Act (GPRA), including developing and managing
policies, procedures and performance goals and measurements, and ensuring compliance with
2
those policies/procedures. Provided strategic change to align the organization's vision to meet
agency goals and produce high quality results for the Department, other federal agencies, state
governments, and private sector entities. Continued to serve as Special Assistant for agency-
wide data system (OIS).
U.S. Department of Labor/OSHA 07/2007 - 07/2012
Washington, DC
Grade: GS-15
Special Assistant/Project Executive - Serve as Project Executive for the development and
implementation of a new $60 million nation-wide and agency-wide Data Information System,
the Occupational Safety and Health Administration (OSHA) Information System (OIS) that
houses the nation's workplace safety and health information. Managed the redesign of the
agency's existing Integrated Management Information System application into an information
system that included activity envisioned by the Occupational Safety and Health Act, with
enhanced capabilities of decision support, and strategic support. Project and its management
rated a 10 out of 10 rating by the White House's Information Technology Dashboard available to
the public. Project and its management consistently received a top rating (e.g., 'green' during
previous administration, and 'good' during current administration) by the U.S. Department of
Labor's Office of the Chief Information Officer in areas including System Life Cycle
Development, Earned Value Management, Enterprise Architecture, Security, and Project
Cost/Work Breakdown Structure. Certified by the U.S. Department of Labor Procurement
Office and appropriate federal certification body to manage high cost/high profile Information
Technology projects. Performed project and task, planning, oversaw systems engineering and
configuration management, verification and validation and product integrity to ensure customer
satisfaction. Developed project estimates, schedules and contingency plans. Defined and
approved work tasks and deliverables, manage and control task cost; and conduct project task
reviews. Oversaw technical design, architecture, application development, information
assurance, security, acceptance and integration tests, configuration management activities and
assist the field operations and management teams. Interfaced with the Agency Political Head
and Information Systems Council on technical, management and budgetary matters concerning
specific tasks on projects and related contracts. Managed and led the maintenance of the system,
as well as approved project plans, budgets and task descriptions. With other U.S. Department of
Labor Information Technology teams, supported consistency of Common Operating
Environment (COE) architectural objectives and procedures. Worked closely with U.S.
Department of Labor and OSHA network support teams and provided documentation and
guidance to support application development, test, and training and production environments.
Coordination and contact included Information Technology managers and specialists within the
U.S. Department of Labor, other federal and state governmental organizations, contractor
management and other Information Technology expert specialists, as well as National, Regional,
and Area Office, 18(b) State Commissioners of Labor and State Consultation Heads.
U.S. Department of Labor/OSHA 12/2004 - 06/2007
Washington, DC
Grade: GS-15
3
Deputy Director, Directorate of Evaluation and Analysis, OSHA
• Periodically served as Acting Director.
• Provided Agency-wide evaluation and analytic leadership and services in support of OSHA
program, legislative, regulatory, statistical, and policy development activities, including expert
knowledge of statistical analysis techniques, concepts and applicability to organizational
performance measures and desired program outcomes.
• Provided advice and recommendations relating to OSHA's legislative, regulatory, program
planning, program development, program management, and program operations activities to the
Assistant Secretary of Labor for Occupational Safety and Health and Agency program directors
and executives.
• Served as member of OSHA Information Technology Executive Steering Committee
Workgroup
• Served as member of OSHA’s Compliance Assistance Coordinating Group.
• Served as Chair of OSHA’s 35th Anniversary Project Workgroup.
• Completed FEMA Incident Command System Courses 100 and 200.
• Awarded Secretary of Labor’s 2006 Exceptional Achievement Award as member of OSHA’s
Compliance Assistance Coordinating Group.
• Awarded Secretary of Labor’s 2005 Exceptional Achievement Award as member of the
Department of Labor’s Safety, Health, and Return to Employment (SHARE) Implementation and
Monitoring Team.
U.S. Department of Labor/OSHA 01/2002 - 11/2004
Washington, DC
Grade: GS-15
Deputy Director, Directorate of Cooperative and State Programs, OSHA
• Directed day-to-day operations of a 110-person Directorate, and reviewed, revised, approved,
and managed programs and materials intended for the Assistant Secretary of Labor for
Occupational Safety and Health.
• Coordinated and ensured proper management and operational implementation of OSHA’s
various state, cooperative, compliance assistance, and outreach approaches including voluntary,
partnership, alliance, and consultation programs, as well as small business assistance.
• Planned and managed the Directorate’s reorganization intended to double the size of the
headquarters operation. Served as a member of OSHA’s 5-year Strategic Planning Steering
Committee, Implementation Subcommittee, and Revision Committee.
• Served as a member of OSHA’s Ergonomics Steering Committee.
• Served as a member of OSHA’s Diversity Workgroup, and as a mentor in its Management
Development Program.
• Served on the Advisory Board of OSHA’s Job Safety and Health Quarterly periodical.
• Awarded Secretary of Labor’s 2002 Exceptional Achievement Award as member of the
Department of Labor’s Ergonomics Review Team, and 2004 Compliance Assistance Award for
liaison activities.
U.S. Department of Labor/OSHA 04/2001 - 12/2001
Washington, DC
4
Human Resources Specialist/Employee Relations
Liaison
• Provided employee relations advisory services to all OSHA managers.
• Conducted relevant research, analysis, and recommendations for the Agency’s workforce
restructuring efforts.
• Functioned as chief-of-staff to OSHA’s Project Lead for the Department of Labor’s ergonomics
initiative.
U.S. Department of Labor/OSHA 09/1998 - 03/2001
Washington, DC
Program Analyst
• Functioned as Acting Director periodically - advised and coached the Assistant Secretary of
Labor for Occupational Safety and Health on all matters related to OSHA re-engineering efforts
nationwide.
• Served as Co-chair, OSHA Customer Service Implementation Team.
• Functioned periodically as Acting Executive Assistant to Assistant Secretary of Labor for
Occupational Safety and Health.
• Provided advice and analytical expertise to senior OSHA leaders in all matters related to
leading, designing, developing and implementing OSHA’s redesign program, including
performing labor management liaison, analytical, consultative, facilitative and evaluative duties
(e.g., implementation of the Government Performance and Results Act).
• Developed policy regarding new concepts, approaches, techniques, and procedures for national,
regional, and local innovation projects (e.g., problem solving methodology).
• Selected for and completed 1999-2000 Council for Excellence in Government Fellows
Program.
• Awarded U.S. Vice-Presidential Hammer Award as member of OSHA’s Strategic Partnership
Program Team.
• Awarded Secretary of Labor’s 1999 Exceptional Achievement Award as member of Team
Leader Task Force.
U.S. Vice-Presidential Task Force - National Partnership for Reinventing Government
Washington, D.C.
Detail: November 1997 - March 1998; Part-time Detail: April 1998 – 1999
• Member, Safer and Healthier America Team.
• Monitored and expanded regulatory agencies’ reinvention efforts, including use of balanced
scorecard.
• Assisted with revision of organization’s vision, values, and goals.
• Assisted with implementation of Plain Language policy.
U.S. Department of Labor/OSHA 08/1996 - 08/1998
Washington, DC
U.S. Presidential Management Intern/Fellow
5
· Conducted Breakthrough Strategy and other training for OSHA field and headquarters offices.
· Conducted studies/surveys and analyzed alternatives to support re-engineering activities.
· Prepared briefings and conducted research for the Assistant Secretary of Labor for
Occupational Safety and Health.
· Served as liaison between OSHA and other governmental organizations.
University of Akron, Office of General Counsel 01/1995 - 06/1995
Law clerk
City of Garfield 01/1992 - 06/1992
Secondary School Teacher
U.S. Army 05/1986 - 07/1991
U.S. Army Commissioned Officer
Education:
Columbia University, School of International and Public Affairs, New York, NY US
Master's Degree in Public Administration - 05/1996
University of Akron School of Law Akron, OH US
Juris Doctor - 05/1995
Boston University Boston, MA US
Master's Degree in International Relations - 01/1992
U.S. Military Academy, West Point, NY US
Bachelor's Degree in Political Science- 05/1986
Job Related Training:
Completed 1999-2000 Council for Excellence in
Government Fellows Program
2010 Certified Federal Acquisition Council,
Project/Program Manager (FAC P/PM) to manage major
federal IT programs and projects
Publications:
• Co-authored article in Job Safety and Health Quarterly, Fall/Winter 2000, “Even Forrest
Gump Understands Customer Service is Important.”
• Acknowledged by author Malcolm K. Sparrow for contributions to his book, The
Regulatory Craft: Controlling Risks, Solving Problems, and Managing Compliance,
Brookings Institution Press, 2000.
6
• Acknowledged by editor John D. Donahue for contributions to his book, Making
Washington Work: Tales of Innovation in the Federal Government, Brookings Institution
Press, 1999.
• Authored article in Job Safety and Health Quarterly, Spring 1998, “OSHA Reinvention:
A Proactive Approach.”
7

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Robert_W_Pitulej_Resume_2014

  • 1. ROBERT W. PITULEJ 11310 Handlebar Road, Reston, Virginia 20191-3910 (703) 254-8280; Pitulej@aol.com Career Summary I am a career Senior Executive Service (SES) leader and manager with more than a decade of senior administrative and business experience in a cabinet level agency of the Federal government. I am a visionary and results-oriented leader whose years with the U.S. Department of Labor have focused on ensuring fair and safe employment opportunities and ethical treatment of American workers. I am recognized within the Department and the Federal community as a top level operations and program leader and manager, and as a skilled and dedicated professional with a talent for proactively identifying and resolving problems, streamlining business processes, automating administrative systems, maximizing employee productivity, and delivering exceptional customer service for clients. Professional Experience U.S. Department of Labor/ETA 06/2013 - Present Washington, DC Grade: Senior Executive Service (SES) 12/2013 GS-15 Acting in SES Position 6/2013 - 11/2013 National Deputy Director/Administrator for Job Corps - Serve as the number two official for the nation's premier residential training and employment program for at-risk youth ages 16-24 through a nationwide network of 125 campuses that services approximately 50,000 new students annually. Oversee a comprehensive array of career development services to economically disadvantaged young women and men to prepare them for successful careers while employing a holistic career development training approach which integrates the teaching of academic, vocational, employability skills and social competencies through a combination of classroom, practical and work-based learning experiences to prepare youth for stable, long-term, high- paying jobs. Oversee six federal regions and Regional Directors that deliver the program to the nation that includes the following features: • Standard eligibility criteria; • A defined set of core competencies in academic, vocational, information technology, employability and independent living skills which represent the fundamental skills students need to secure and maintain employment; • Standardized systems for financial reporting, data collection, student benefits and accountability; and • Nationally established performance outcomes, goals and quality expectations. U.S. Department of Labor/ETA 12/2012 - 05/2013 1
  • 2. Washington, DC Grade: GS-15, Acting in SES Position Acting National Director/Administrator for Job Corps - As Acting National Director/Administrator, executed responsibility for leading the Job Corps program and its 125 Job Corps centers throughout the country while serving approximately 50,000 disadvantaged youth, ages 16-24. Ensured the largely residential program offered participants opportunities to secure academic and career technical credentials and assisted them with securing placement in education, employment, or the military upon graduation from the program. Led the effort, and implemented and executed the necessary policies and program changes to take an approximately $69 million budget deficit, $100 million after adding Sequestration cuts, and converted it into an approximately $39 million surplus in Program Year 2012. As a result, the Job Corps program avoided an imminent federal Antideficiency Act violation for this program year. U.S. Department of Labor/ETA 08/2012 - 11/2012 Washington, DC Grade: GS-15, Acting in SES Position Acting Deputy National Director/Administrator for Job Corps - Served as the number two official for the nation's premier residential training and employment program for at-risk youth ages 16-24 through a nationwide network of campuses. Integrated an existing program office with two newly created sister offices, one for financial administration, and one for contract management. Oversaw a comprehensive array of career development services to at-risk young women and men that prepared them for successful careers through a combination of classroom, practical and work-based learning experiences for stable, long-term, and good-paying jobs. Oversaw daily operations for six federal regions and Regional Directors that delivered the program to the nation. U.S. Department of Labor/OSHA 10/2010 - 07/2012 Washington, DC, Grade: GS-15 Deputy Director, Directorate of Administrative Programs As Deputy for all administrative programs (DAP) for a 2,400 person federal agency, provided management leadership and support to the Occupational Safety and Health Administration (OSHA) in the areas of human resources management, program budgeting and planning, financial management and control, and administrative management systems. Managed and oversaw an OSHA annual budget of over $560 million. Management and guidance was also provided in the areas of property management, directives development, and grants management. DAP personnel also provide support for real property programs, space, fleet, mail, telecommunications, procurement, building, credentials, printing and distribution, and supportive services to all National Office components. Managed an agency-wide performance budget program, including budget formulation, presentation, execution, and the legislative process for authorization and appropriation of department and agency-wide budgetary accounts. Also managed the integration of the budget process with the strategic planning process as defined in the Government Performance and Results Act (GPRA), including developing and managing policies, procedures and performance goals and measurements, and ensuring compliance with 2
  • 3. those policies/procedures. Provided strategic change to align the organization's vision to meet agency goals and produce high quality results for the Department, other federal agencies, state governments, and private sector entities. Continued to serve as Special Assistant for agency- wide data system (OIS). U.S. Department of Labor/OSHA 07/2007 - 07/2012 Washington, DC Grade: GS-15 Special Assistant/Project Executive - Serve as Project Executive for the development and implementation of a new $60 million nation-wide and agency-wide Data Information System, the Occupational Safety and Health Administration (OSHA) Information System (OIS) that houses the nation's workplace safety and health information. Managed the redesign of the agency's existing Integrated Management Information System application into an information system that included activity envisioned by the Occupational Safety and Health Act, with enhanced capabilities of decision support, and strategic support. Project and its management rated a 10 out of 10 rating by the White House's Information Technology Dashboard available to the public. Project and its management consistently received a top rating (e.g., 'green' during previous administration, and 'good' during current administration) by the U.S. Department of Labor's Office of the Chief Information Officer in areas including System Life Cycle Development, Earned Value Management, Enterprise Architecture, Security, and Project Cost/Work Breakdown Structure. Certified by the U.S. Department of Labor Procurement Office and appropriate federal certification body to manage high cost/high profile Information Technology projects. Performed project and task, planning, oversaw systems engineering and configuration management, verification and validation and product integrity to ensure customer satisfaction. Developed project estimates, schedules and contingency plans. Defined and approved work tasks and deliverables, manage and control task cost; and conduct project task reviews. Oversaw technical design, architecture, application development, information assurance, security, acceptance and integration tests, configuration management activities and assist the field operations and management teams. Interfaced with the Agency Political Head and Information Systems Council on technical, management and budgetary matters concerning specific tasks on projects and related contracts. Managed and led the maintenance of the system, as well as approved project plans, budgets and task descriptions. With other U.S. Department of Labor Information Technology teams, supported consistency of Common Operating Environment (COE) architectural objectives and procedures. Worked closely with U.S. Department of Labor and OSHA network support teams and provided documentation and guidance to support application development, test, and training and production environments. Coordination and contact included Information Technology managers and specialists within the U.S. Department of Labor, other federal and state governmental organizations, contractor management and other Information Technology expert specialists, as well as National, Regional, and Area Office, 18(b) State Commissioners of Labor and State Consultation Heads. U.S. Department of Labor/OSHA 12/2004 - 06/2007 Washington, DC Grade: GS-15 3
  • 4. Deputy Director, Directorate of Evaluation and Analysis, OSHA • Periodically served as Acting Director. • Provided Agency-wide evaluation and analytic leadership and services in support of OSHA program, legislative, regulatory, statistical, and policy development activities, including expert knowledge of statistical analysis techniques, concepts and applicability to organizational performance measures and desired program outcomes. • Provided advice and recommendations relating to OSHA's legislative, regulatory, program planning, program development, program management, and program operations activities to the Assistant Secretary of Labor for Occupational Safety and Health and Agency program directors and executives. • Served as member of OSHA Information Technology Executive Steering Committee Workgroup • Served as member of OSHA’s Compliance Assistance Coordinating Group. • Served as Chair of OSHA’s 35th Anniversary Project Workgroup. • Completed FEMA Incident Command System Courses 100 and 200. • Awarded Secretary of Labor’s 2006 Exceptional Achievement Award as member of OSHA’s Compliance Assistance Coordinating Group. • Awarded Secretary of Labor’s 2005 Exceptional Achievement Award as member of the Department of Labor’s Safety, Health, and Return to Employment (SHARE) Implementation and Monitoring Team. U.S. Department of Labor/OSHA 01/2002 - 11/2004 Washington, DC Grade: GS-15 Deputy Director, Directorate of Cooperative and State Programs, OSHA • Directed day-to-day operations of a 110-person Directorate, and reviewed, revised, approved, and managed programs and materials intended for the Assistant Secretary of Labor for Occupational Safety and Health. • Coordinated and ensured proper management and operational implementation of OSHA’s various state, cooperative, compliance assistance, and outreach approaches including voluntary, partnership, alliance, and consultation programs, as well as small business assistance. • Planned and managed the Directorate’s reorganization intended to double the size of the headquarters operation. Served as a member of OSHA’s 5-year Strategic Planning Steering Committee, Implementation Subcommittee, and Revision Committee. • Served as a member of OSHA’s Ergonomics Steering Committee. • Served as a member of OSHA’s Diversity Workgroup, and as a mentor in its Management Development Program. • Served on the Advisory Board of OSHA’s Job Safety and Health Quarterly periodical. • Awarded Secretary of Labor’s 2002 Exceptional Achievement Award as member of the Department of Labor’s Ergonomics Review Team, and 2004 Compliance Assistance Award for liaison activities. U.S. Department of Labor/OSHA 04/2001 - 12/2001 Washington, DC 4
  • 5. Human Resources Specialist/Employee Relations Liaison • Provided employee relations advisory services to all OSHA managers. • Conducted relevant research, analysis, and recommendations for the Agency’s workforce restructuring efforts. • Functioned as chief-of-staff to OSHA’s Project Lead for the Department of Labor’s ergonomics initiative. U.S. Department of Labor/OSHA 09/1998 - 03/2001 Washington, DC Program Analyst • Functioned as Acting Director periodically - advised and coached the Assistant Secretary of Labor for Occupational Safety and Health on all matters related to OSHA re-engineering efforts nationwide. • Served as Co-chair, OSHA Customer Service Implementation Team. • Functioned periodically as Acting Executive Assistant to Assistant Secretary of Labor for Occupational Safety and Health. • Provided advice and analytical expertise to senior OSHA leaders in all matters related to leading, designing, developing and implementing OSHA’s redesign program, including performing labor management liaison, analytical, consultative, facilitative and evaluative duties (e.g., implementation of the Government Performance and Results Act). • Developed policy regarding new concepts, approaches, techniques, and procedures for national, regional, and local innovation projects (e.g., problem solving methodology). • Selected for and completed 1999-2000 Council for Excellence in Government Fellows Program. • Awarded U.S. Vice-Presidential Hammer Award as member of OSHA’s Strategic Partnership Program Team. • Awarded Secretary of Labor’s 1999 Exceptional Achievement Award as member of Team Leader Task Force. U.S. Vice-Presidential Task Force - National Partnership for Reinventing Government Washington, D.C. Detail: November 1997 - March 1998; Part-time Detail: April 1998 – 1999 • Member, Safer and Healthier America Team. • Monitored and expanded regulatory agencies’ reinvention efforts, including use of balanced scorecard. • Assisted with revision of organization’s vision, values, and goals. • Assisted with implementation of Plain Language policy. U.S. Department of Labor/OSHA 08/1996 - 08/1998 Washington, DC U.S. Presidential Management Intern/Fellow 5
  • 6. · Conducted Breakthrough Strategy and other training for OSHA field and headquarters offices. · Conducted studies/surveys and analyzed alternatives to support re-engineering activities. · Prepared briefings and conducted research for the Assistant Secretary of Labor for Occupational Safety and Health. · Served as liaison between OSHA and other governmental organizations. University of Akron, Office of General Counsel 01/1995 - 06/1995 Law clerk City of Garfield 01/1992 - 06/1992 Secondary School Teacher U.S. Army 05/1986 - 07/1991 U.S. Army Commissioned Officer Education: Columbia University, School of International and Public Affairs, New York, NY US Master's Degree in Public Administration - 05/1996 University of Akron School of Law Akron, OH US Juris Doctor - 05/1995 Boston University Boston, MA US Master's Degree in International Relations - 01/1992 U.S. Military Academy, West Point, NY US Bachelor's Degree in Political Science- 05/1986 Job Related Training: Completed 1999-2000 Council for Excellence in Government Fellows Program 2010 Certified Federal Acquisition Council, Project/Program Manager (FAC P/PM) to manage major federal IT programs and projects Publications: • Co-authored article in Job Safety and Health Quarterly, Fall/Winter 2000, “Even Forrest Gump Understands Customer Service is Important.” • Acknowledged by author Malcolm K. Sparrow for contributions to his book, The Regulatory Craft: Controlling Risks, Solving Problems, and Managing Compliance, Brookings Institution Press, 2000. 6
  • 7. • Acknowledged by editor John D. Donahue for contributions to his book, Making Washington Work: Tales of Innovation in the Federal Government, Brookings Institution Press, 1999. • Authored article in Job Safety and Health Quarterly, Spring 1998, “OSHA Reinvention: A Proactive Approach.” 7