My name is Joan Service. What a unique last name to have especially in my line of work. I am an advocate in the Taxpayer Advocate Service. I started working at the Internal Revenue Service (IRS) as a clerk in 1978. I enlisted in the United States Marine Corps (USMC) in 1979 and served almost nine years. In 1988, I received an Honorable Discharge with a Service Connected Disability. Afterwards, I struggled to keep a sign of hope trying to get a job and then in 1990, the IRS hired me back and I am very grateful and blessed.
Joining the military was one of the best decisions I ever made. My military career provided me with skills to work as a team member, be a team leader, teach and help others, and pay close attention to detail. In my MOS, Aviation Supply, I learned all government accounting processes. I learned how to budget, purchase and track inventory. I became very detailed in preparing and reviewing reports, meeting deadlines, and providing timely and accurate results.
One of my tours involved tracking downed aircraft. My job was to locate the parts needed from around the world, expedite the request, track receipt of the part and monitor the aircraft until it was flying again. I was responsible for providing leadership a report on a daily basis with the status of all USMC aircraft. My leaders sent me to other commands to train other military personnel on the computer systems used to complete these actions. Another tour I served in Japan, I worked in the Supply Administration Section for the Commanding Officer and completed all administrative actions needed for him and the Marines overseas.
I brought personal, professional and technical skills to the IRS. During my career at the IRS, I have learned the IRS processes and technical skills and shared that information with others to make their job easier. I served as a Classroom Instructor, On-the-job-instructor, Subject Matter Expert, Technical Advisor, Lead, Manager and mentored others. I completed acting assignments, participated and contributed to team projects and completed training courses to develop and enhance my knowledge and skills. IRS leadership has used my skills to teach other employees the many IRS processes and systems.
During my career at the IRS, I have worked in Accounts Management, Under Reporters, Problem Resolution Program, Customer Service and Taxpayer Advocate Service (TAS). I served on teams to improve the IRS processes and advocate for internal and external customers. As a face of the IRS, I improve the public's opinion of the IRS and believe as IRS employees, we can do for taxpayers, what no one else can! Moving forward with the Future State of the IRS I believe all of us can contribute and make a positive impact. I currently work as a Management and Program Analyst in the TAS Business Modernization Technology Program Management Office. I make a difference with the review of requests for technology needs and the creation of SharePoint solutions that make employee's jobs easier to serve internal and external customers.
I am a true Advocate for all. I find advocating for taxpayers very rewarding. Taxpayers have said to me I was an answer to their prayers and I was their last hope. Listening to their hardship stories can be very heart breaking but I put myself in their shoes, show empathy and understanding, provide them a sign of hope and find a way to help them resolve the issue. My research skills, ability to interpret tax laws, perform actions for account resolutions; train others to do the same, all result in relief provided and outstanding customer service.
This is my 35-year anniversary of working for the government. I take pride in doing a good job and helping others and the IRS has allowed me the opportunity to do just that. I feel this is my way of paying forward all of the help I received in the past.