Summary
Overview
Work History
Education
Skills
Job Related Training
Accomplishments
Affiliations
Interests
Two Commissioner's Award
Timeline
Generic

Ann Marie Howard

Program Analyst
Waldorf

Summary

Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process, and resource optimization.

Overview

25
25
years of professional experience
1
1
Language

Work History

Management and Program Analyst

Internal Revenue Service
01.2024 - Current
  • I oversee and hold meetings with Associate Chief Information Officer (ACIO) Program Managers (PM) to emphasize updating the IT Contract Tool (ITCT) to reflect current and accurate data for FY23-25 acquisitions.
  • I offer one-on-one assistance to APMs, Frontline Managers (FLMs), and Contract Officer Representatives (CORs) who need additional assistance understanding or updating ITCT.
  • I developed a strategy to communicate with ACIO areas to streamline the process and disseminate information on the All-contracts report.
  • After I run and review the 150K report for Applications Development (AD), I emailed the Point of Contacts (POCs) and FLMs the report along with a chart in the email identifying the CORs who have a contract in each category, for easy accessibility and identification for dissemination and compliance.
  • I developed an All-Contracts consolidated report containing various tabs and outlined areas to address or require action, along with identifying the assigned CORs to the contracts.
  • Consolidating these reports makes navigating easier to address areas of concern and take the appropriate actions to submit contracts timely manner.
  • This strategy contributes to CORs entering data accurately and efficiently.
  • I research new and effective ways to identify and develop new reports by leveraging current IT Tools (ITCT, Integrated Financial Services (IFS), Procurement for Public Sector (PPS), etc.) to identify areas for improvement for management and oversight of contract actions in the ACIO organizations.
  • I met with ACIO APM to analyze reports in ITCT and the All-Contracts SharePoint site to develop and tailor reports to assist with dissemination in meetings to accurately monitor shopping carts (SCs) and ensure timely action is taken by assigned CORs.
  • I maintain Major IT Investments of less than $10M by the FITARA Policy.
  • I assisted with creating the Standard Operating Procedures (SOP) for this process.
  • I coordinate with Procurement and responsible ACIO POCs to obtain Federal Information Technology Acquisition Reform Act (FITARA) documentation by emailing and attaching the proper documents for accurately completing the form.
  • After the POCs submit the form, I review the FITARA form for accuracy and completion, input the date received, and then upload it into AIRS for final approval.
  • Assisted with developing a new seamless process for the FITARA intake process.
  • I assist ACIO POCs by meeting one-on-one with individuals who have difficulties completing the FITARA intake form.
  • I educate stakeholders about the purpose of the FITARA intake request.
  • I explain and guide each tab of the form that describes and outlines the FITARA form criteria for completion.
  • Providing this one-on-one guidance contributes to POCs' knowledge of completing FITARA forms to ensure the specified deadlines are met.
  • Send follow-up emails to ACIOs who did not meet the deadline to remind them to complete and return the FITARA form.
  • Follow-up emails and communication attempts with POS are sent three times.
  • If there is no response after the third attempt, I will email the Manager a report to resolve the issue.
  • I research PPS before consulting with Seniors or team members to provide clarification on FITARA forms to determine if the proper ACIO area is responsible and if the data is accurate.
  • Also, I utilize PPS and ITCT to research CORs, COR alternates, and POCs to communicate when the COR is no longer responsible for contracts.

Adjunct Professor – Graduate and Undergraduate

Johnson and Wales University
07.2020 - Current
  • Instruct and facilitate undergraduate Introduction Psychology, Social Psychology, Industrial & Organizational Psychology, Personality Theories, and graduate Organizational Psychology courses through Blackboard Learning Management System.
  • Teach Graduate courses and Capstone Projects for completion of master’s degree.
  • Utilizing RESTful API (application programming interface) to update web-based courses including preparation of power points, video, notes, and quizzes on Blackboard Learning Management System (LMS).
  • Maintain grades, participate in online discussions, and communicate with students via email or classroom chat.
  • Developed students’ knowledge of content, respond to student’s email, and hold meetings through live chat.
  • Attend faculty meetings and training.

Executive Director

kNew Me Inc
06.2018 - Current
  • Direct financial/organizational operations, projects, and services.
  • Prepare staff schedules and work assignments.
  • Create and write position descriptions.
  • Post and advertise positions on Handshake to recruit college interns.
  • Analyze data to assess operational or project effectiveness.
  • Develop organizational policies or programs.

Management and Program Analyst

Internal Revenue Service
11.2023 - 01.2024
  • As a Management and Program Analyst/COR I was responsible for processing items in Procurement for Public Sector (PPS) and Invoice Processing Payment system for procurement, processing invoices, and R&A’s.
  • Utilized SharePoint to update, track, and modify documents.
  • Maintain, update, and complete shopping cart (SC) information on Information Technology Contract Tool (ITCT).
  • Use the Checkbook that was created by our branch to track these procurements, so that we get the burn rate.
  • Research contracts which have already been executed and make sure all billing/invoices are in for the contract.
  • Guide program office through the acquisition process.
  • Complete acquisition packages/contracts for FY24 (Issuer Direct, VCS maintenance, VCS Services contracts.
  • Complete contract modifications and input shopping carts.
  • Attend a meeting to discuss current contracts and work with Program Manager, Contract Officer, and Contract Specialist.

Management and Program Analyst

Internal Revenue Service
07.2022 - 11.2023
  • Served as project manager for planning, development, coordination, and implementation of taxpayer experience projects that impact multiple organizations and/or IRS locations.
  • In this role, I provide support to the Senior Project Manager on all aspects of assigned projects, such as expanded E-file options, Secure two-way messaging, 360 view of taxpayers' accounts, State Rebate credits, Tax Pro Accounts, and Decommissioning form 944.
  • Complete presentations consist of researching data to support capabilities/projects, determining the current state, pain points, and funding status.
  • Conducts in-depth analysis of project data, requirements, and impact on overall objectives of assigned capabilities.
  • Provide key input to leadership and team members and ensure all project tracking and documentation aspects are completed accurately, thoroughly, and timely.
  • Meet and collaborate with OLS on Web Apps implementation and strategies.

Management and Program Analyst

Internal Revenue Service
10.2019 - 07.2022
  • Company Overview: This is a federal job
  • Recommended effective operations consistent with policies and objectives.
  • I developed long-range program plans, goals, objectives, and milestones working with CCSD Director and Section Chiefs (Frontline Managers) on Artificial Intelligence projects (Voice/chatbots) to enhance taxpayer experience by implementing modernized communication tools such as Virtual Assistance and Voice/Chatbot for Wage and Investment (W&I), Small Business/Self-Employed (SB/SE), and Online Services (OLS).
  • Worked with other Business units, vendors, private industry sources, and other outside organizations on strategies, implementation, and execution of Artificial Intelligence Voice Response for the toll-free line that assists taxpayers who have questions about their Economic Impact Payment (EIP).
  • Determine test pilots and acquisition strategy to enhance the taxpayer experience.
  • Conduct quantitative research by utilizing Sybase SQL to extract data from the Compliance Data Warehouse (CDW) to examine and analyze information needed to implement for test pilots.
  • This is a federal job

Program Analyst

Internal Revenue Service
10.2021 - 01.2022
  • Designated as the Point of Contact (POC) for Skillset Mitigation Gap analysis.
  • Utilized Dependency Analysis Risk Tool (DART) to determine skillsets needed in each department based on a previous self-reported skillset survey conducted by each employee.
  • Schedule meetings with Chiefs (Department Managers) and Section Chiefs (Frontline Managers) to analyze skill sets in each department.
  • Use DART to assist Section and Frontline managers with identifying gaps in critical skills and develop and implement mitigation strategies.
  • Complete the Division Skill Gap Tracker and forward it to the Associate Chief Information Officer (ACIO) and Primary POC.
  • Analyze assigned program areas to discern trends in program delivery.

Part-time Adjunct Instructor

Georgia State University
05.2019 - 12.2019
  • Instruct Developmental Psychology.
  • Update iCollege including preparation of power points, video, notes, and quizzes on Blackboard Learning Management System (LMS) through iCollege.
  • Input student information and grades on PAWS.
  • Maintain grades, participate in discussions, and communicate with students via email or classroom chat.
  • Develop students, respond to student’s email, and hold meetings through live chat.
  • Attend faculty meetings and training.

Social Scientist

Internal Revenue Service
07.2019 - 10.2019
  • Provided technical assistance to social scientists, and analysts and responsible for a variety of recurring and continuing phases of initiation, formulation, planning, execution, and control of major social psychology or continuous projects.
  • Developed, analyzed, and presented social science statistical information.
  • Assisted in determining the objectives of a social psychology research project and the methodology to be used to obtain the objectives.
  • Performed research to locate new sources of social science data, analyses interpret pertinent information and draw conclusions for use in social science research studies.
  • Produced and executed statements to create tables and graphical materials using standard computer software packages to provide conclusions on data tables and charts.

Individual Taxpayer Advisory Specialist

Internal Revenue Service
11.2009 - 07.2019
  • I conducted interviews with taxpayers and/or their representatives to determine their tax situation, provided advice and explained probable consequences of various courses of action open to taxpayers for various tax years; explain issues involving the applicability of tax law, regulations, notices, and account adjustments.
  • I researched taxpayers' accounts using various tools, such as, Internal Revenue Manual (IRM), Integrated Data Retrieval System (IDRS), Accounts Management Service (AMS), Integrated Automation Technologies (IAT), Service wide Electronic Research Program (SERP), and Interactive Tax Law Assistance (ITLA).
  • I assist taxpayers in preparing tax returns and explain the consequences of courses of action.
  • I will explain to taxpayers the collection and examination process.
  • Provided taxpayer assistance on pre-selected tax law inquiries, filing requirements, status, and web base filing electronically.

Tax Analyst

Internal Revenue Service
01.2017 - 07.2017
  • Responsible for developing and/or planning, interpreting guidance on program planning, execution, and evaluating Certified Acceptance Agent (CAA) compliance reviews.
  • I plan, researched, and analyzed CAA’s Individual Taxpayer Identification Number (ITIN) applications to determine if compliance with agreement policy and regulations through viewing documents and application status on Real Time System (RTS).
  • I analyze and interpret SBSE Revenue Agent monitor notes to determine the CAA infractions if any.
  • I explain determination to CAA through correspondence and outcome.
  • Analyze compliance review to discern trends.

Adjunct Professor

Point University
12.2010 - 05.2017
  • As an Adjunct Instructor I taught Abnormal Psychology, Introduction to Psychology, Social Psychology, Developmental Psychology, Interpersonal Effectiveness, Research Methods, and Personality Theory online, face to face blended with technology (such as online discussions and online assignments) in an adult accelerated program.
  • Advised and consulted with students on career choices and paths.
  • Modified, updated, and revised curriculum modules including mapping; preparation of presentation/lecture notes materials for online delivery; creation of diversified assignments drafting of objective test questions; and creation of questions for discussion with delineation between initial areas of focus and interaction.

Social Scientist Research Analyst

Internal Revenue Service
07.2014 - 10.2014
  • I worked with Executives, Managers, and team members to compile a report for the Service-wide initiative Service on Demand (SOD) Toll-free recommendations and Ad-hoc project target to enhance taxpayer experience by providing self-help tools.
  • I conducted data analysis and completed 'TY 2013 Ogden VITA/TCE FACILITATED SELF-ASSISTANCE (FSA) CUSTOMER SATISFACTION SURVEY AT-A-GLANCE REPORT' which provided insight about taxpayer experience using this service.
  • I traveled with team members to conduct user experience research on the 'Understanding the Intricacies and Interdependencies of Taxpayer Behavior within the Refund Ecosystem' project.
  • This research project involved a quasi-experimental design to study the intricacies of the refund ecosystem and taxpayer usage of the WMR online tool.

Customer Service Representative

Internal Revenue Service
11.2000 - 11.2009
  • As a Contact Representative in the Accounts Management Branch, I was trained to answer technical and procedural questions concerning individual and business accounts.
  • Contacted taxpayers or their representatives through correspondence or phone for additional information required to resolve taxpayer issues or to notify them of resolution.
  • Assisted taxpayers or their representatives with preparation or correcting tax forms and related schedules.
  • Contacted other areas within and outside the service to expedite the resolution of the taxpayer’s problem.
  • Researched, interpreted, and applied tax law with the use of the Internal Revenue Code (IRC), Internal Revenue Manual (IRM), Publications, Automatic Data Processing (ADP), Integrated Data Retrieval System (IDRS), Accounts Management Service (AMS), Integrated Automation Technologies (IAT), Service wide Electronic Research Program (SERP), Interactive Tax Law Assistance (ITLA) and all resources available in accordance with national guidelines.

Education

Doctorate degree - Educational Psychology

Walden University
Minneapolis, MN

Master's degree - Organizational Psychology and Development

Walden University
Minneapolis, MN

Bachelor's degree - Psychology

Georgia State University
Atlanta, GA

Associate's degree - Psychology

Georgia Perimeter College
Clarkston, GA

Skills

    Business process improvement

    User experience testing

    Risk assessments

    Strategic planning

    Process mapping

    Teamwork and collaboration

    Customer service

    Organizational management

    Problem-solving

    Data collection

    Market research

    Project management

    Program development

    Multifactor analysis

Job Related Training

  • Risk Management Advocate
  • Data analytics - SPSS, SQL, SAS
  • Certified COR I
  • D2L Essentials and Savvy Training
  • Moodle, Blackboard, Sakai Learning management systems
  • Voice Thread Certification
  • Grant writing workshop
  • Critical Conversations: Communicating Up, Down & Sideways Workshop
  • Development Training: How to Use Video Tools in Your Course webinar
  • Public Speaking Workshop
  • Universal Design: 3 Principles for Building an Online Course
  • Professional Claims Handling and Adjuster Training
  • OSHA
  • Foundations of Education
  • Public Speaking Course
  • FEMA Intake Worker
  • Microsoft Suites
  • Leadership course
  • Taught Pre-Kindergarten Hispanic children the English Language

Accomplishments

  • Resolved product issue through consumer testing.
  • Collaborated with team of 10 in the development of [Voice/Chat Bot and Natural Language processing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

American Education Research Association

American Psychological Association

Interests

  • Volunteering
  • Environmental Stewardship
  • I enjoy helping others and giving back to the community
  • Personal Development and Self-Improvement

Two Commissioner's Award

Modernization Projeccts

Recipient or Commissioner's Award for contribution to Covid-19 Operations and Technology

Recipient of the Commissioner's Award for contribution to the Voice Bot/Chat Bot Team

Timeline

Management and Program Analyst

Internal Revenue Service
01.2024 - Current

Management and Program Analyst

Internal Revenue Service
11.2023 - 01.2024

Management and Program Analyst

Internal Revenue Service
07.2022 - 11.2023

Program Analyst

Internal Revenue Service
10.2021 - 01.2022

Adjunct Professor – Graduate and Undergraduate

Johnson and Wales University
07.2020 - Current

Management and Program Analyst

Internal Revenue Service
10.2019 - 07.2022

Social Scientist

Internal Revenue Service
07.2019 - 10.2019

Part-time Adjunct Instructor

Georgia State University
05.2019 - 12.2019

Executive Director

kNew Me Inc
06.2018 - Current

Tax Analyst

Internal Revenue Service
01.2017 - 07.2017

Social Scientist Research Analyst

Internal Revenue Service
07.2014 - 10.2014

Adjunct Professor

Point University
12.2010 - 05.2017

Individual Taxpayer Advisory Specialist

Internal Revenue Service
11.2009 - 07.2019

Customer Service Representative

Internal Revenue Service
11.2000 - 11.2009

Master's degree - Organizational Psychology and Development

Walden University

Bachelor's degree - Psychology

Georgia State University

Associate's degree - Psychology

Georgia Perimeter College

Doctorate degree - Educational Psychology

Walden University

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