Open to opportunities

Carlos R User

@carlosruser

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Senior change management analyst driving veteran-centered digital transformation and training.

United States

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What I'm looking for

I’m seeking a senior role leading change management, training and CRM-driven modernization with collaborative culture, measurable impact, and opportunities to mentor.

I am a Senior Change Management Analyst with extensive experience leading adoption of veteran-centered digital solutions across federal agencies, focused on driving consistent, repeatable processes and measurable outcomes.

I have led enterprise CRM deployments, designed and delivered end-to-end training (including videos), and guided stakeholder engagement and negotiations that resulted in signed MOUs and broad adoption across business lines.

My background includes program and project management, process improvement using Lean Six Sigma (Green Belt), data analysis using SPSS/SAS, and course development for Human Centered Design and other instructor-led trainings.

I bring strong collaboration, negotiation, and subject-matter expertise gained from senior GS-14 roles at the Department of Veterans Affairs and program work with DHS, delivering change, training, and modernization initiatives that improve veteran experience.

Experience

Work history, roles, and key accomplishments

Current

Program Analyst

Current

U.S. Dept. of Homeland Security

Mar 2010 - Present (15 years 6 months)

Designed and managed civil rights and civil liberties training programs and outreach for DHS components and fusion centers, establishing the CRCL professional development program and supporting evaluation and quality assurance initiatives.

Program Development LMS Évaluation)Partnership Building Project Management

Senior Change Management Analyst

U.S. Dept. of Veterans Affairs

Feb 2016 - Nov 2024 (8 years 9 months)

Led enterprise change management for VHA Member Services and multiple call center modernization projects, driving CRM adoption, training ~2,500+ end users and delivering change artifacts that improved veteran-facing processes and stakeholder engagement.

Change Management ADKAR Stakeholder Engagement CRM Training Development Project Management Communications Planning

Management Analyst

U.S. Dept. of Veterans Affairs

Mar 2012 - Feb 2016 (3 years 11 months)

Supported the National Caregiver Program with policy, program management, statistical analysis and contract oversight, producing data-driven reports and managing multiple contracts totaling multi-hundred-thousand dollars.

Program Management Policy Development SAS SPSS NVIVO Contract Management Data Analysis

Management & Program Analyst

U.S. Dept. of Veterans Affairs

Jul 2008 - Mar 2010 (1 year 8 months)

Led executive recruiting and Senior Executive Service program activities for OI&T including SES candidate development, reporting, process improvements and high-visibility staffing initiatives.

Executive Recruitment Workforce Planning Org Design Microsoft Visio Program Evaluation Stakeholder Management Policy Development

Veterans Claims Examiner

U.S. Dept. of Veterans Affairs

Jul 2007 - Jul 2008 (1 year)

Delivered training and subject-matter expertise for Veterans Service Representatives on claims development and led projects such as DPRIS lesson design and multi-entity MOUs to support Benefits Delivery at Discharge.

Training Delivery Project Management Curriculum Design Public Affairs