March 14, 2016

Written by Crystal C.

Good day ActioNeters! My name is Crystal. I joined the ActioNet Team back in 2009, and I’m still going strong. I first came in to fill the Quality Manager role on our FAA contract but quickly became the Deputy Program Manager. My first 18 months with the FAA program were very exciting, as I got to travel the US to meet many of our fellow ActioNeters at various places such as Miami, FL, San Diego, CA, Atlantic City, NJ, Oklahoma City, OK, and even Anchorage, AK.

Following the FAA, I joined our DOT Team to assist with building out our Program Management Office activities and team. This consisted of:

  • establishing standard operating procedures that align to the ITIL service delivery framework
  • establishing project management best practices based off the PMI Project Management framework
  • designing, implementing and reporting of over 100 performance metrics
  • reestablishing management reporting processes and templates such as PMRs and QPR’s
  • developed and instituted a robust Quality Assurance Plan that identifies and ensures processes are achieving the desired results

The years I spent at the DOT were truly rewarding because I had the opportunity to play an integral part in building a strong team, standard processes and a quality management system that transformed the way we did business for our customers. These transformation activities not only resulted in achieving their Service Level Objectives but customer satisfaction soared and remains today consistently >90% satisfied. This proven model is used today across many of our programs.

Additionally, I’ve had the pleasure to provide project management, consulting and transition support to other programs such within HUD, Army, DOE, DoS, MCC, and DoC. Did you know that ActioNet runs and maintains a contractor owned / contractor operated Service Desk, which is part of our ActioNetDesk™ Service Offering?   Well it does. To stand up the Service Desk, I worked with our Service Now vendor to configure and stand up the ITSM ticketing tool, designed, negotiated and implemented Service Level Agreements and developed a Quality Management Report and process that is still providing our customers total transparency into our support today.

I hold several certifications such as ITIL v3, PMP, HDI Support Center Manager, and am a Certified Manager of Quality for Organizational Excellence. These certifications have helped me to achieve great results for our ActioNet customers. ActioNet’s excellent Employee Training benefit has been instrumental in supporting job related certifications and training.

I am most proud to be an ActioNeter because we are loyal to each other, maintain quality at the forefront of everything that we do, executive management remains involved and approachable, and the advancement opportunities are endless as demonstrated during my tenure here to date.

Today, I am the Program Manager for one of our new contracts that is migrating into our new enterprise shared service model. I’ve grown tremendously being an ActioNeter, and I look forward to this latest adventure and seeing our customers satisfied!