Adel Gillen Email & Phone Number

United States

• Experienced in the use of Bomgar and Dameware remote access applications• Effectively communicates technical matters to a non-technical audience• Exhibits strong critical thinking skills that facilitate practical problem solving• Resolves technical issues within DOD policies and guidelines in a timely fashion• First contact resolution of desktop issues or follow proper escalation procedures• Quickly identifies and escalate high-priority issues• Utilizes Active Directory to verify user account credentials

• Trained three new hires after two months of employment; ensured understanding of software systems. • Selected to cross-train in additional department; led cross-training for employees and improved understanding of software system which led to $35K in savings by reducing overtime requirements. • Reduced production downtime 5% after implementing troubleshooting and enhancing operational readiness.• Left role to pursue degree fulltime.

• Operated automated press equipment, identifying malfunctions and performing corrections. Selected by team leader to train new hires due to strong communication skills and procedural understanding. • Collaborated with quality team to develop product improvement techniques.• Generated ~$28K savings and reduced defective parts from 30% to 5% within three months after proposing and implementing new training program focused on knowledge sharing.

• Improved team performance by establishing KPIs and conducting performance reviews. • Conducted new inventory software application training after completing “Train-the-Trainer” certificate; oversaw training quality by shadowing trainers to ensure program success. • Earned “Outstanding Performance” awards for ten consecutive years.