• Manage the daily operations for an IT services company with over 40 clients totaling over 1,000 devices; supervise 6 help desk technicians to ensure accurate, timely, and documented resolution and billing of every ticket. • Oversee all ticketing intake, processing, and dispatching to guarantee clients’ needs are met within the SLA and adequate technician coverage is maintained; managing over 2,000 tickets in Q4 2023.• Responsible for the planning and hiring of new team members; tasked to train, guide, coach, and develop each new technician to get the right people in the right seats and safeguard the company’s integrity and resources.

• Developed actionable recommendations to senior US and foreign leaders, advising on operational compliance and risk mitigation strategies which increased interoperability and strengthened the US / Korea alliance.• Exercised diplomacy by communicating with partners and providing in-depth analysis of regional stability to key leaders during seven high-profile exercises, garnering numerous accolades from C-level decision makers. • Cultivated a strong risk culture by developing an onboarding program within the unit which communicated a baseline understanding of the operational area, roles, responsibilities, and end-states to over 35 new members.• Eliminated waste and misuse of resources while assigned as a Travel Funds Approving Authority, enforcing policy and supervising expenses of all members’ travel pay during site visits throughout the pacific region.• Diminished operational risks and barriers to communication by developing an English program which improved the overall proficiency of over 120 Korean interpreters and greatly improved translation accuracy.• Improved compliance and sustainability of enduring tasks by publishing guidelines for 3 major branches which will have a lasting effect on operations and mitigate knowledge shortfalls of augmented staff sections.

• Reduced cross-cultural risks to multi-national operations by facilitating 18 sections of 3 different foreign language courses in a diverse classroom, for a total of over 1,500 hours of instruction to over 280 students.• Applied effective controls to ensure ROI of language exchanges in 3 countries; coordinated with foreign military and academic leaders to ensure professional development of over 70 students, while operating under budget.• Mitigated risk, initiated protection programs, and promoted safety in the department while serving as the Protection Officer, ultimately ensuring the well-being and readiness of over 60 instructors and administrators.• Mollified environmental risks and protected the health of the West Point community by serving as the Tracing Team Lead during the COVID-19 outbreak; performed root cause analysis and processed hundreds of cases which allowed academics to continue uninterrupted, ultimately earning the Humanitarian Service Medal. • Identified and controlled risks to language programs by reinvigorating the section’s marketing efforts and promoting the value of foreign language proficiency in military leadership, which increased the number of graduating German majors within the department by 125%.• Established a new standard of community outreach by direct engagements with local committee leaders as the German Language Forum lead, representing the Military Academy and the Army in the greater NYC area.

• Provided oversight to mitigate mission shortfalls and operational risks to recruiting projects across 17 sites in the NYC metropolitan area through on-the-ground leadership and marketing events, while maintaining a 3.9 GPA during graduate studies at the prestigious Columbia University.• Ensured compliance with government resource management policies by conducting investigations to identify root causes and areas of waste, ultimately safeguarding the organization and fostering resource stewardship.• Demonstrated diplomacy and interpersonal skills as a key player during engagements with C-level leaders, coordinating with prominent NYC agencies including Fox News, NYPD, and the 9/11 Memorial Foundation.

• Mitigated the inherent risks of combat tasks and drills by superbly leading a unit which ensured the health, welfare, and mentorship of over 1,200 Soldiers on a myriad of combat and organizational tasks in various environments, achieving a 99% graduation rate with zero safety incidents during a 17-month tenure.• Authored new and enduring compliance policies which enhanced operational effectiveness and minimized waste while responsible for equipment and facilities valued in excess of $1.7 million.• Cared for the wellness of the organization by raising thousands of dollars in donations during graduations which were used to organize social events, setting improved models of family readiness for the greater organization. • Worked closely with senior leaders to develop, pilot, and launch new programs which became standard practices throughout the entire Army enterprise, garnering honors from the highest-level military leaders.• Raised the safety and conduct of the staff immeasurably by developing and monitoring new company policies which vastly improved training outcomes and greatly lowered residual risk to personnel and mission.

• Designed, delivered, and implemented a Risk Management tool to capture specific KRIs and KPIs and provide mitigation measures to senior leaders which stimulated safe and effective units across the entire region.• Managed regulatory compliance and delivered reports to senior leaders while serving as the Senior Lead for HR, directing a team of 6 HR professionals which managed all personnel processes for over 400 customers across 4 separate locations in an austere environment.• Greatly improved the output and workflow of the HR section by prioritizing customer satisfaction and investing in the mentorship of each team member, vastly increasing the efficiency and effectiveness of the section.