Communicates directly with Patriot Excalibur (PEX) end-users by providing customer service, product education, and software defect resolution within an Agile production environment.• Generates trending issues and performance reports for stakeholders to support data-driven decisions.• Manages scheduling and coverage to ensure help desk availability during peak hours.• Connects to customers through calls, e-mails, chat, and Jira ticketing system.• Conducts remote or on-site product functionality and education demos.• Performs validation testing with production teams to verify resolution.• Identifies and documents software defects for tier-III intervention.• Creates effective how-to documentation for diverse audiences.

Demonstrates strict attention to detail managing over 45 Parachutist flight record folders. Perform daily, monthly, weekly, and annual audits to ensure all records for each member are in accordance with policies and regulations. Input training and flight documentation into the Aviation Resource Management System (ARMS) Database.• Leads and mentors team members, guiding technical skills to ensure high-quality support.• Facilitates briefings to ensure clear communication and continuous improvement within the team.• Manages documentation showing pertinent information related to pending missions.• Audits accuracy and validity of documentation received and input into ARMS.• Executes periodic audits ensuring compliance with policies and regulation.

Construct pilot qualification evaluations utilizing Patriot Excalibur (PEX) database software. Certify completeness and accuracy of 75 flight evaluation folders● Notified section leadership of upcoming and overdue qualifications and testing.● Prepared data presentation to capture organization semi-annual workloads.● Reviewed and audit AF Form 8's ensuring compliance with regulations.● Built, distributed, and updated critical flight publications.● Conducted annual reviews of flight evaluation folders.

Interacted with customers in accordance with policies and procedures by providing outstanding customer service, thus promoting a positive experience in relation to the company. Responsible for inbound calls regarding technical issues, troubleshooting equipment-related problems among multiple lines of business, and general billing inquiries. Offered products and services that enhanced overall customer satisfaction and company reputation.● Provided above-and-beyond-customer service leading to overall customer satisfaction.● Monitored monthly call performance and maintained an above-average score. ● Maintained customer account confidentiality by following best practices. ● De-escalated customer calls resulting in conflict and first-call resolution.● Troubleshoot internet and cellular incidents with company software.● Solved technical inquiries with multiple lines of business.● Conducted outbound follow-ups to ensure satisfaction.● Handled 50 calls per week on average.

Daily duties include auditing warehouse stores valued at $1M, supplier networking, warehouse crew supervision, OSHA compliance spot inspections, orchestrating industrial equipment, and HVAC component delivery. Processes daily purchase orders, issues and manage over 3K organizational specialty craftsman tools. Coordinates maintenance scheduling for the company’s 30 commercial vehicle fleet.● Executed daily inventory audits & re-supplied low balance operation stock.● Interfaced w/ suppliers. Streamlined company’s mobile application for parts ordering.● Assesses warehouse daily to identify and correct possible OSHA standard violations.● Trained associates how to dismantle systems in accordance with EPA regulations.● Prioritized & orchestrated work site component and/or equipment deliveries.● Authors monthly cost-of-operation and analysis presentations for key staff briefings. ● Structured & organized purchase invoice file plan. Ensured historical data integrity.● Scheduled routine servicing & safety inspections for 30 commercial vehicles.

Responsible for scheduling, dispatching, and the efficient operation of squadrons of aircraft and the most powerful military in the world. Cross-examined national, local, and international flight path clearances against weather reports, verified flight plan accuracy, retained inbound/outbound flight data, and debriefed aviation pilots. Oversaw unit’s personnel readiness training and policy accountability enforcement. Conducted weekly, monthly, and quarterly status of training and fleet health conferences with senior leadership.● Oversaw daily aircrew in-flight checkpoint accountability.● Interpreted and strictly adhered to technical manual & verbal guidance to maintain U.S. Army capital equipment while simultaneously extending asset service life span.● Tracked over 120 monthly domestic flight logs while maintaining status report static close-out-date deadlines.● Combated communication limitations through pioneering pilot debrief board & ground crew group to maintain streamlined operations.● Cross-trained & developed a team of four personnel to ensure organizational success & regulatory compliance; raised enlisted retention levels by 50%.● Upheld & enforced the organization’s professional image, facility, and conduct standards.Accountable for verifying all Soldiers that were scheduled to go to a Military school met the administrative requirements, developed Excel documents to track each individual, provided a snapshot of the entire schools’ program to subordinates & leaders.● Administered, verified prerequisites, counseled, tracked & submitted student leadership college application packets.● Conducted informative briefings with senior leadership to provide visibility of past, current, & future professional military education opportunities.● Developed advanced competency & proficiency with Microsoft Office programs.● Army career adviser; personally & professionally enhanced career of over 300 soldiers.

Responsible for inbound calls regarding technical issues, troubleshooting problems related to equipment among multiple lines of business, and general billing inquiries. Offered products and services that enhanced overall customer satisfaction.● Addressed customer service inquiries in a professional, timely, and accurate fashion.● De-escalate customer calls resulting in conflict resolution.● Cross selling of products and services.● Utilize company software to perform daily tasks.