Engage directly with customers to address questions, ease concerns, and provide technical advice for problem resolution.Coordinate incidents across multiple organizations to ensure efficient resolution and customer satisfaction.Analyze data from support, engineering, and customer feedback channels to develop and test hypotheses for administration and user experience improvements.Thrive in a fast-paced environment, handling tight deadlines and prioritizing multiple incidents simultaneously.Incident ManagementI excel in managing incidents by leading teams through high-pressure situations, quickly identifying and resolving issues. I established effective response protocols, minimizing downtime and operational impact. For example, I coordinated the response to a major outage, swiftly identifying the root cause and restoring service within the SLA timeframe.Process Improvement ProjectsI have led process improvement initiatives to optimize workflows and enhance productivity. Notably, I automated manual data entry, reducing errors and saving time. My use of lean methodologies has consistently driven efficiency and improved customer satisfaction.Continuity ManagementI develop and implement business continuity plans to ensure operational resilience during crises. I conduct risk assessments and create strategies to mitigate threats.

Developing, implementing, and oversight of security programs and procedures for classified orproprietary materials, documents, and equipment for all CCI/COMSEC-related activities. Maintain quick and controlled responses to incidents of security breaches, fire, medical emergencies, bomb threats, flooding, or hazardous materials.

As a project lead and manager of electronic warfare, training and evaluating certain skillsets for certification to maintain combat readiness.

Provided cyber operations, information operations, and electronic warfare to Naval and Joint Forces. Organized information by studying, analyzing, interpreting, and classifying data through Fleet training, assessment, and augmentation.

Led 18 instructors in providing highly technical class/lab instruction with an annual throughput of 275 students with a combined GPA of 95%. Provided clear, informative lectures on electronic warfare equipment and applied various teaching aids to minimize learning gaps to effectively instruct and motivate students.

Provided training and career management to officers and enlisted personnel of the information warfare and cryptologic communities.

Performed oversight and quality control of resource allocation and collection for a national system to fleet combatants and shore commands.

Supervised the maintenance and operational readiness of the electronic warfare systems to ensure the equipment can support Naval missions. Effectively stimulates growth/development in subordinates.