ROBIN BOCK

PROFILE:

Management Officer / Management and Performance Analyst, with 30+ years of
progressive experience in the IT Industry. Experienced trainer of various IT related
systems, databases, and applications; ITIL certified. Detailed oriented, analytical and
posses excellent verbal and written communication skills.


SKILLS:
HP Service Manager/Center, Remedy ARS 6.3, Business Objects Web & Desktop
Intelligence XI, Business Objects Enterprise XI, Crystal Reports XI, Contact Center
Anywhere, Vovici, ITAS, CAPHR, HREPS, EOPF, USA Staffing, ITSP 4.0 Suite,
SQL, MS Office Suite, Visio, Project, Outlook, Adobe Illustrator, Flash, Audacity,
Lexus Nexus.

EXPERIENCE:

FOOD AND DRUG ADMINISTRATION (FDA), BETHESDA, MD

Management Officer: - May, 2014 - Present
Responsible for Freedom of Information Act (FOIA) requests and Controlled Correspondence
Experienced in analytical reporting from various electronic sources
Responsible for Electronic Official Personnel Folder(s) (eOPF) files and documentation
Responsible for training on various human resource systems

DEPARTMENT OF HEALTH AND HUMAN SERVICES (HHS), Washington, DC

Supervisory Resource and Information Specialist: - October, 2012 May, 2014
Responsible for HR reporting (HREPS, CAPHR) and data analysis for the National Capital Region, (NCR).
Works with management to assist with various workload projects and data management initiatives.
Responsible for the creation of the National Capital Region (NCR) official logo.

DEPARTMENT OF HEALTH AND HUMAN SERVICES (HHS), Bethesda, MD
Employee Resource and Information Center (ERIC)
Supervisory Resource & Information Specialist November, 2011 October, 2012 (Detail)
Management Analyst September, 2008 November, 2011

Supervisory Resource and Information Specialist:
Exercised full supervisory HR responsibilities for a staff of 22 Human Resources Specialists.
Provided performance management and training in current tracking system for entire staff of Human Resource
Specialists.
Responsible for all controlled correspondence for the ERIC HR Call Center.
Responsible for all tracking, data analysis and metrics on performance management and staff workload.
Managed daily workload, planned work performed by subordinates, set and adjusted short/long term priorities
and goals based on capabilities of employees.
Organized and facilitated meetings with contractors, subject matter experts (SME), and service providers to
ensure adequate IT Service delivery and appropriate communication.
Resolved conflicts and maintained compatibility of judgment and policy based on decisions that impacted the
work of employees.
Responsible for procurement process of all IT related hardware and software for entire staff.
Managed and approved leave in ITAS for entire staff.
Responsible for monitoring and optimizing day-to-day HR system operations nationally and with remote HR field
sites, working with DHHS/IHS/Contractor Helpdesk, 3rd party vendors and HHS project staff to resolve
operating problems. Serves as a technical expert performing extensive troubleshooting of existing systems and/or
databases, preparing the agency for success in data management and finds long term solutions for business-related
issues.



Robin Bock, Page 2

Manages HRIS projects for the agency, conceives and implements new initiatives and projects to strengthen,
facilitate, and integrate programs. Undertakes or participates in special projects, ongoing analyses, investigations
and initiatives that have high priority for senior level management. Produces complex analyses and written
reports, organizes special teams and workshops, initiates program reviews and develops and fosters inter-agency
activities.
Develops instructions and directives to implement high-level policy changes that impact HR information systems
and IT resource requirements. Analyzes statutory requirements against existing directives to assess the degree of
system changes necessary to comply with new requirements. Coordinates comments on revised directives as part
of the review process and incorporates comments or resolves issues with final instructions or directives.
Conducts major, and/or long-term studies of the mission programs and operations carried out by all Center/Office
organizations, conducts scheduled surveys, management studies, and special studies in any or all organizations.
Develops programs, surveys, and reports to properly analyze and evaluate current learning modalities, methods,
and materials to evaluate the effectiveness of course development, design, and delivery.
Performs high level, analytical functions resulting in products and services that ultimately will have
programmatic and management policy impact.
Analyzes and evaluates in a comprehensive manner Center/Office work processes and policies, operations, and
procedures, taking into full consideration complex legislative, programmatic, and management issues and
problems.
Conducts data gathering using techniques such as quantitative analysis, surveys, interviews, research, etc., to
justify proposals through systematic and deductive reasoning.

Management Analyst / Information Technology Liaison:
Involved in the strategic planning stages towards the implementation of HP Service Manager (HP Service Center)
and as it pertained the ERIC HR Call Center.
Supported and monitored the ERIC HR Call Centers Contact Center Anywhere and HP Service Manager/Center
applications by the creation and maintenance of Users, taxonomy, enhancements, workflow, troubleshooting,
utilization and other technical related issues.
Participated in OIM Infrastructure Change Control Board meetings.
Analyzed the effectiveness of operations towards established goals and objectives.
Successfully lead and coordinated the integration of the HHS University application, Learning Management
System (LMS) for the ERIC HR Call Center.
Successfully assisted in the deployment of the HP Service Manager/Centers - Self Service Ticketing (Tier 0)
pilot, servicing the Food and Drug Administration.
Subject Matter Expert (SME), responsible for the ERIC HR Call Centers Surveys, by providing statistics,
monitoring, and customer service and data analysis, within the Vovici system.
Responsible for the creation and analysis of daily, weekly, monthly and yearly customized KPI report statistics
for the identification of problems in overall program and Agent performance.
Subject Matter Expert (SME), responsible for training over 50 100+ Users in HP Service Manager/Center
application.
Developed and maintained report documentation and reference material for various reports and SOPs on an on-
going basis.
Analyzed, investigated, and evaluated operational problems identified through reports, quality reviews, appraisal
programs, delays and backups in operation, and complaints to determine causes and develop recommended
resolutions.
Developed management policies in response to consolidated functions and objectives.
Assisted in the development of workflow, business process, training (50+ Users) and enhancements to the Client
Billable Hours, (CBH) HR system.
Consulted and assisted with Technical Leads on the automation of various reports within Client Billable Hours
(CBH) HR system.


PLANNED SYSTEMS INTERNATIONAL, COLUMBIA, MD
Performance Data Analyst & Report Writer\Contractor -
Department of Health and Human Services September, 2006 September, 2008

Supported and monitored the ERIC HR Call Centers Contact Center Anywhere and HP Service Manager/Center
applications by the creation and maintenance of Users, taxonomy, enhancements, workflow, troubleshooting,
utilization and other technical related issues.
Worked as a liaison between OIM, ERIC Admin Help Desks and ERIC HR Call Center.



Robin Bock, Page 3


Subject Matter Expert (SME), responsible for training over 50 100+ Users in the HP Service Manager/Center,
application.
Responsible for the creation and data analysis of daily, weekly and monthly KPI statistics for upper management,
in an effort to increase performance, reduce abandon rates and increase response time for the ERIC HR Call
Center.
Developed and maintained report documentation and reference material for various reports and standard
operating procedures (SOP).


EDUCATION:
WALDEN UNIVERSITY, MN
MS in Instructional Design and Technology/e-Learning, August, 2014
Golden Key International Honour Society, September, 2013



COLLEGE OF NEW ROCHELLE, NEW ROCHELLE, NY
BS in Bachelor of Science May 1998

USA Staffing Training, July, 2013.
Processing Federal Personnel Actions, USDA Graduate School, May, 2013.
Certification in ITIL Foundation, Learning Tree, August, 2012.
Supervisory Training 101, March, 2012
Certificate of Completion in Business Objects Universe Design R1/R2, January, 2008
Certificate of Completion in Business Objects Web Intelligence XI R1/R2 Report Design, November, 2006.
Certificate of Completion in Business Objects Enterprise XI R1/R2: Administering Users and Content within the
CMC, March, 2006.
Certification in ITIL Best Practices, Pink Elephant, 2
nd
Quarter 2003.
Certificate of Completion in AR System 5.X: Administration Part 1 & 2, December, 2003.