Project Manager

• Design, develop, and deliver training programs for TSD agents, supervisors, and support staff, ensuring alignment with CBP policies and ITIL/HDI standards.
• Conduct new hire onboarding training, refresher courses, and remedial sessions to strengthen skills and ensure consistency across all staff.
• Create and maintain training curricula that cover technical tools, customer service best practices, ticketing processes (ServiceNow), and CBP-specific SOPs.
• Monitor post-training performance to confirm knowledge transfer and ensure agents are following documented procedures.
• Regularly review training effectiveness and identify opportunities for continuous improvement.
• Track and report training completion, ensuring compliance with all CBP-mandated training requirements and deadlines.
• Collect and analyze feedback from agents, supervisors, and government leadership to refine training content and delivery methods.
• Collaborate with Knowledge Management teams to ensure training content aligns with TSD’s Knowledge Management System (KMS) and service catalog items.
• Support the development of training materials for new technologies or applications requiring TSD support.
• Ensure all training and knowledge documentation is formatted to approved templates and meets government review standards.

Project Manager I, Training Lead

Commissioning Project Manager, Data Centers

Project Coordinator – IT Service Delivery

Project Manager

Senior Marine Structural Project Manager

Third Party Resilience Project Manager