GaP Solutions

Program Manager

• Serve as the alternate point of contact for the CO and COR when the Program Manager is unavailable.
• Support management of staffing, scheduling, and performance monitoring of contract personnel.
• Assist in implementing and maintaining the Quality Control Plan (QCP) and performance metrics.
• Monitor daily operations to ensure adequate coverage across all shifts.
• Assist with the preparation and submission of required contract deliverables, including progress reports, staffing updates, and incident reporting.
• Provide direct supervision and mentoring to Sr. and Jr. Customer Service Representatives as needed.
• Coordinate with government leads on training, compliance, and operational issues.
• Participate in meetings, briefings, and audits, providing updates on contract performance.
• Ensure that employees comply with DHS/ICE policies, procedures, and security requirements.
• Support transition planning, onboarding, and training for new hires.

Deputy Program Manager – Call Center Operations

Software Engineer

• Use advanced knowledge in machine learning, statistics, text mining, natural language processing, computational semantics, computer vision, and data science to develop creative solutions to complex real-world problems
• Conceive of and create data processing pipelines that allow for the efficient movement, pre-processing and display of data
• Provide technical experience reviewing, analyzing, and modifying existing programming systems
• Develop scientific applications using R, Shiny and or Python
• Test and maintain software products to ensure strong functionality and optimization
• Maintain and monitor applications, databases, or software tools
• Collaborate with staff to develop database application and tools for supporting bioinformatics and scientific computing research projects
• Provide written technical descriptions of implemented algorithms;
• Contribute to the publication of the labs software and research.

Scientific Application Developer

• Serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer’s Representative (COR).
• Provide overall management, direction, and oversight of the contract, including staffing, scheduling, and performance monitoring.
• Ensure compliance with DHS/ICE policies, procedures, and security requirements.
• Manage contract deliverables including staffing plans, progress reports, training plans, and meeting participation.
• Lead post-award, progress, and status meetings with the COR and other government stakeholders.
• Develop, implement, and monitor Quality Control Plans (QCP) and performance metrics.
• Coordinate with ICE on system access, training, and safeguarding sensitive information (PII, SPII, LES, FOUO, etc.).
• Supervise subordinate managers, including the Deputy Program Manager and Sr. CSRs, ensuring continuity of support.
• Provide issue resolution and escalation support to ensure uninterrupted operations.
• Prepare and submit all required contract reports, including staffing updates, separation checklists, and quarterly reconciliations.

Program Manager – Call Center Operations

Human Resources

• Apply a broad range of advanced skills and expertise in the full range of federal HR areas including staffing, classification, processing, benefits, recruitment, compensation, SES programs, work life programs, policy and employee and labor relations.
• Research HR policy, write new HR policies, edit existing policies and provide broad guidance regarding federal HR.
• Develop, document and implement SOP’s.
• Review HR workflow and Map existing processes and make recommendations to streamline workflow.
• Design and produce reports and queries utilizing NFC and other agency databases; and design and implement internal controls process/systems for improved accountability/transparency.
• Conduct various workforce related studies such as workforce mobility assessment, workforce competency model, workforce career path model, workforce performance analysis, workforce staffing structure and workforce demand model.

Senior Human Resource Specialist

• Apply HR skills in support of managers, program staff and customers on a full range of HR topics.
• Process personnel and payroll actions, keying payroll documents, processing leave audits.
• Research waiver and hearing requests.
• Assist with drafting SOP’s.
• Provide wide ranging administrative support to managers and program staff.
• Process complex cases involving pay, leave, time and attendance administration.
• Resolve pay-setting errors and discrepancies.

Junior Human Resource Specialist

Data Engineer

• Serve as an advisor to our NASA OCHCO (Office of the Chief Human Capital Officer) customer while leading development in data engineering activities.
• Develop, implement and maintain a data pipeline using the Databricks platform, including extracting datasets using APIs, manipulating common data formats (e.g., parquet, text files, JSON), and automating routine data refreshes.
• Build AWS resources to support data pipelining, storage, and analysis efforts.
• Research and recommend software, systems, and processes as needed.
• Be an effective consultant, including gathering analytic requirements to provide clear and concise solutions.
• Work in a fast-paced, solutions-oriented environment focused on client deliverables, analysis, and reporting.
• Conduct extensive quality control and record keeping procedures to ensure the highest levels of data integrity.

Data Engineer – Human Capital

Customer Support

• Answer and track incoming calls, eliciting and recording actionable details from callers.
• Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements.
• Research corroborative information in law enforcement, DHS, and open-source databases.
• Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
• Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters.
• Provide on-the-job training and mentoring to new Customer Service Representatives.
• Create ad-hoc reports upon request and support recurring team meetings.
• Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards

Senior Customer Service Representative – Call Center Operations

• Provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line
• Responsibly capture actionable information from incoming calls and web tips
• Conduct preliminary research in government and open-source databases to verify information
• Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies
• Draft and route reports to appropriate ICE field offices following established procedures
• Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information