▪ Answer end-user customer calls and emails to resolve known problems based onStandard Operating Procedures and IT Problem Management Database to ensuretimely resolution.▪ Developed new incident ticketing dashboards/reports through Service Now withcleaner, more intuitive interface allowing faster and more accurate operations. Thedashboards are now standard use for the IT Service Desk support team.▪ Able to interpret and identify potential security issues/risks based on vocal signsand through adaptive conversation.▪ Update, create, and test new standard operating procedures (SOPs) for agents.

▪ Process incoming service requests for escalation of base facilities andwarehousing issues.▪ Resolve finance-based account issues.▪ Maintaining high level of client account security, integrity, and trust.

▪ Used AI auto drone systems to control products from storage pods to shipment linefor packaging and shipping to consumers.▪ Required high level of accuracy and safety to pick and ship correct products tocustomers while keeping a safe work environment.▪ Maintained accurate inventory and materials control both with database and visualand hands-on inspection.

▪ Inventory management and processing of internal warehouse and freight.▪ Firearm receiving, check-in, and storage relocation ensuring highest level ofsecurity and safety.▪ Secured diverse knowledge and hands-on training in various operations,departments, and products to provide reliable, accurate information on-demandfor cliental.