I currently work as a Continuous Service Improvement Technical Writer, responsible for capturing and documenting processes outlined by the Service Catalog within the ITIL framework.

• Provide support for a variety of proprietary government applications• Cross-train and support multiple applications in a Help Desk/Call Center Environment• Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions• Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests• Requires good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence• Must be able to handle multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking• Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues• Ensure on-going maintenance and development of positive customer relationships with team members and end-users• Performs closed-loop communication with end users to resolution• Understanding of the importance of meeting designated service level agreement (SLAs) in a call center or related environment• Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction)• Must be able to meet and adhere to established guidelines for average call times, number of tickets/calls per day and other related SLAs in order to ensure that we meet established and reported SLA requirements• Develop and create documentation on training materials, FAQs and Knowledge Base Articles

 Managed numerous instructors in the application of curriculum. Conceptualized, helped develop and implement, a half million dollar radar-based modeling and simulation training facility that gained 100 percent acceptance by top executives, and subsequently coordinated its delivery one month ahead of schedule, within budget. Utilized resourcefulness, ingenuity and exercise design creativity to support objectives  Prepared clear and concise written reports that detailed course related occurrences and administrative procedures. Made recommendations concerning corrective actions and insured they were carried out, resulting in a 100 percent graduation rate during his tenure. Coordinated with various commands to develop exercise scenarios designed to expose training audiences to established mission essential tasks.

I am currently working on obtaining some basic IT certifications (CompTIA A+, Network+, Linux+, Security+, etc) in order to gain employment within the IT field.

 Reorganized and streamlined the IT Department: developed a management system by which hundreds of trouble calls, jobs, and projects were more efficiently managed and effectively completed. As a result, his department was deemed most improved in a company-wide survey that was conducted during his tenure. Administered the installation of a Fund Administration and Standardized Document Automation (FASTDATA) server on the Navy and Marine Corps Intranet, allowing the command to efficiently track over 3 million dollars in expenditures annually. Coordinated the restructuring of the command website, aligning it with the command’s mission and vision.

 Supervised an 8-person Combat Operations Center (COC) team that managed, tracked and recorded friendly and enemy activity for four 90-man combat units over a 6 month operation with 100 percent success rate, and zero mishaps or loss of equipment. Used military mission planning and execution systems that involved the use of geographical planning software, spreadsheets and databases for well over 300 missions. Read, interpreted and adhered to local and regional director’s guidance and strategic objectives. Conducted daily and post-mission reports and briefs. Operated Global Command and Control System Common Operational Picture/Maritime (GCCS COP/M) systems from multiple shipboard and land-based operation centers: o Managed computer information system networking functions. o Monitored and conducted command communications operations. o Coordinated the tracking and control of up to 15 naval units at sea, as well as several hundred land-based troops, over extended periods of time. Supervised Combat Operations Center on board the command’s flag ship. Provided direct team supervision and quality assurance over operational functions. o Monitored, collected, analyzed, and disseminated mission-related and emergency information. Recommended follow-on actions to senior managers. o Prepared, submitted, and presented oral and written reports detailing tactical and strategic operations with regard to the management of more than 30 command units. o Conducted operational communication tests and exercises, which included HF, VHF, and UHF line of sight and satellite radios, computer networks, and telephone systems. o Maintained a website for the collaboration of operational and administrative information for over 15 at-sea units.