Hand-picked to lead data migration for end-users from company server to cloud based file hosting service. Authored PowerShell script which simplified setup and security portion and reduced process time by ~50%Called upon by tier 2/3 representatives to assist with troubleshooting elusive onboarding PowerShell script error. Discovered cause through use of debugging tools in Visual Studio Code and provided solution.Discovered critical security flaw which exposed user passwords. Notified supervision and provided detailed incident report to Systems Engineers. Security patch was pushed to all CO devices within 6 hoiurs of report.Diagnose and resolve basic to advanced incidents associated with software and operating systemsUtilize Active Directory and PowerShell to modify user access to programs, printers, and other resourcesPrioritize incidents and properly document within the ServiceNow ITSM platformPropose and write basic to advanced content for online knowledge base systemsTroubleshoot, diagnose and repair computers, software and peripherals in a network environment using diagnostic and remote tools

Returned for another term providing a wide range of customer and technical support for Northwest Evaluation Association (NWEA) partners. Diagnosed and resolved incidents regarding technical issues, software products, services, reports generation, and data imports while documenting service requests and trouble tickets in Salesforce.Led customers through diagnostic and troubleshooting procedures to implement solutions to incidents and technical issues. Communicated both orally and through emails with the customers to gain a better understanding of their technical issues and provide effective solutions. Utilized remote administration software tools to remotely access customers devices to assist with troubleshooting complex issues. Created spreadsheet diagnostic tools to assist customers with identifying and correcting errors encountered during rostering process.- Identified bug with the Class Profile report when two or more schools were assigned to an instructor. Discovered effective workaround for partners and submitted a detailed incident report to engineers- Developed custom program to add partners from NWEA system to Salesforce reducing entry time by 90%.- Created DORA link tool which enabled representatives to easily open DORA links from within the RingCentral chat window instead of copying the link from within a block of text and pasting to a browser window

Temporary position providing a wide range of customer and technical support for Northwest Evaluation Association (NWEA) partners. Diagnosed and resolved incidents regarding technical issues, software products, services, reports generation, and data imports while documenting service requests and trouble tickets in Salesforce.Led customers through diagnostic and troubleshooting procedures to implement solutions to incidents and technical issues. Communicated both orally and through emails with the customers to gain a better understanding of their technical issues and provide effective solutions. Utilized remote administration software tools to remotely access customers devices to assist with troubleshooting complex issues. Created spreadsheet diagnostic tools to assist customers with identifying and correcting errors encountered during rostering process.Accomplishments - Created spreadsheet diagnostic tools to assist customers with identifying and correcting errors encountered during rostering process- Developed macro program to add partners from NWEA system to Salesforce reducing entry time by 90%.- Identified and corrected data in 450+ accounts with potential to misdirect cases to an obsolete section.- Promoted to Tier 1 representative, normally reserved for permanent personnel, due to professionalism, technical knowledge, strong guidance for users, and unwavering punctuality

Provided tutoring assistance with HTML, CSS, JavaScript, PHP, SQL, and other IT related coursework.

Supervised all ancillary, formal and upgrade training for an Aircraft Maintenance Unit (AMU) consisting of over 200 personnel. Managed and improved unit safety programs in order to comply with directives. Managed all unit IT equipment to include accountability, moves, additions, and changes.Provided the AMU with a variety of IT related support services to include adding and troubleshooting connections, hardware, and software. Directed and assisted with movement, additions, and changes of IT equipment for the Unit. Reformed the entire inventory and tracking procedures for IT equipment ensuring that over $150K in assets were 100% accounted for at all times.Completed the Occupational Safety and Health Course and ensured the Maintenance Unit was in complete compliance. Acquired necessary training and equipment to revamp the Hazardous Waste plan and ensured that turn-in procedures were 100% EPA compliant. Attention to detail and adherence to regulations resulted in a zero-defect rating during a Staff Assistance Visit for the emergency management program.Accomplishments:- Awarded the Air Force Commendation Medal for Meritorious Service for superb leadership skills, technical expertise, and creation of an automated training notification system.- Authored and implemented an automated training notification system using Microsoft Office and Visual Basic which effectively removed manager induced errors and nearly eliminated missed appointments. The program was later benchmarked and adopted by all of the 27th Special Operations Wing training managers. Provided both individual and group training on the initial implementation and continued use of the notification system.

Directed 20 maintenance shops consisting of over 300 technicians, in the inspection, maintenance and repair of 14 military aircraft. Monitored technical order compliance, managed squadrons online root cause analysis system, and analyzed trends.Accomplishments:- Awarded the Air Force Commendation Medal for Meritorious Service for vital leadership, crash recovery efforts, and inspection preparation.- Directed 20 maintenance shops consisting of approximately 300 technicians, in the inspection, maintenance and repair of 14 military aircraft- Submitted 25 technical assistance requests through civilian engineers for clarification and guidance on complex maintenance actions- Monitored technical order compliance & analyzed quality trends; managed squadrons online root cause analysis program.- Created self-inspection checklists based upon AF, OSHA and NFPA regulations. Drove the Quality assurance inspection pass rate up from 54% to 92%

Lead a diverse shop of military and German nationals to support the repair, refurbishment and replenishing the stock of wheel and tire assets for the European and African area. Evaluated and corrected maintenance reports and responsible for ensuring valuable assets were accounted for at all times. Ensured that safety, security, and environmental standards were complied with.Accomplishments:- Created automated asset log using Microsoft Excel and VBA to compare base supply and shop reports. Process reduced from over 2 hours to 30 seconds, allowing for daily verification instead of weekly.- Created wheel/tire supply point; reduced supply delivery/pick up to twice weekly--productivity increased 20%- Completed four QA inspections; maintained perfect quality record--MXG honor roll recipient Jan - Mar 2009- Seamlessly integrated into new section; learned 100% wheel/tire procedures in 2 weeks--zero production loss.- Evaluated and corrected maintenance reports, maintained housekeeping, safety, security, and environmental standards

Lead and directed 12 technicians supporting two diverse sections. Ultimately responsible for serviceability and inventory on tool kits, aerospace ground equipment, support equipment and technical data. Oversaw bench stock, hazardous materials, and precious metals programs ensuring strict control and accountability. Evaluated reports, manning documents and quality assurance trends and implemented corrective actions when necessary. Strictly enforced compliance with technical orders, local directives, and safety standards. Ensured proper flow of communication to flight leadership and assigned personnel. Responsible for facilities, equipment, and supplies valued at over $1 million.Accomplishments:- Awarded USAFE Maintenance Support Professional of the Year 2007.- Oversaw tool accountability system (TAS) version upgrade for entire flight after automatic conversion had resulted in many errors. Created macros to populate data in the new version and utilized advanced spreadsheet functions to ensure data was accurate. - Led the section to a 91% quality assurance pass-rate on 175 inspections, a pass-rate increase of 23% from previous fiscal year.- Created barcode scanner program to perform common tool accountability/issue tasks from device reducing transaction time by 25%