Oversees a $15M annual program spanning two continents, ten countries, and twenty field service representatives. Manages the day-to-day operations, facilitates seamless communication among stakeholders, program managers, and regional managers, and conducts quarterly meetings with site managers and field service representatives. Assists in the planning and coordination activities for low to moderately complex and work efforts through the development of plans intended to accomplish goals and… Show more Oversees a $15M annual program spanning two continents, ten countries, and twenty field service representatives. Manages the day-to-day operations, facilitates seamless communication among stakeholders, program managers, and regional managers, and conducts quarterly meetings with site managers and field service representatives. Assists in the planning and coordination activities for low to moderately complex and work efforts through the development of plans intended to accomplish goals and objectives within prescribed timeframes, scope, and budgets.• Encourages a workplace environment that values teamwork fosters collaboration, acknowledges and rewards staff contributions, and develops strategies to enhance synergies between offices and programs ensuring effective management and leadership.• Executed cross-collaboration efforts that achieved company goals. Planned and directed the implementation of training programs to further organizational success.• Negotiates contract revisions and change orders with clients to reach profitable agreements. Collaborated with stakeholders / PMs to select resources (manpower, equipment, and materials). • Works with purchasing to ensure equipment was purchased based on project scope. Tracked equipment after release to ensure timely delivery to the job site. • Works on Statements of Work (SOW) for stakeholder programs, all while prioritizing the adherence to Department of Defense guidelines for security clearances and documentation.• Assessed cost factors and prepared estimates for management purposes, including planning, organizing, and scheduling work; preparing bids; selecting vendors or subcontractors; and determining cost-effective solutions. • Planned and executed a comprehensive administrative support program that includes the spectrum of administration, personnel, space management, purchasing, internal controls, acquisitions, and supplies. Show less

Served as a Lead that provided “hands-on” work experience in support of installation repair and troubleshooting or maintenance of communications systems or equipment. Solved complex problems, understood the interrelationships of circuits, and was able to exercise independent judgment in performing tasks in support of communications systems or equipment. Provided operation/maintenance instructions to customer personnel. Maintained current knowledge of relevant technologies as assigned… Show more Served as a Lead that provided “hands-on” work experience in support of installation repair and troubleshooting or maintenance of communications systems or equipment. Solved complex problems, understood the interrelationships of circuits, and was able to exercise independent judgment in performing tasks in support of communications systems or equipment. Provided operation/maintenance instructions to customer personnel. Maintained current knowledge of relevant technologies as assigned. Participated in special projects as required.Leadership• Performed quality assurance testing of assemblies and equipment fabricated by other technicians.• Provided work leadership to less-experienced technicians.• Maintains 100% accountability for $3M worth of sensitive equipment.• Responsible for weekly and monthly reports for each section.• Ensures the statement of work is met according to contractual obligations set forth by the Project Management Office as stakeholders.• Oversaw the implementation of COMSEC SOP and account creation for site requirements.Troubleshooting/Maintenance• Fabricated, installed, maintained, and repaired electronic, mechanical, and/or other types of components and equipment.• Installs, maintains, repairs, overhauls, troubleshoots, modifies, constructs, and tested various types of electrical, electronic, and/or mechanical equipment and related devices.• Performed quality assurance testing of assemblies and equipment fabricated by other technicians. Applied technical knowledge of electronics principles to put equipment in operational condition and solve complex problems.• Troubleshoot and corrected malfunctions using specialized test and diagnostic equipment.• Modified circuitry to improve performance. Made recommendations for improvements or modifications to correct problems. Show less

Assisted the SATCOM team with designs of all global content management strategies. Prepared DOD-approved information architecture according to industry best practices and requirements. Developed and facilitated all levels and roles of all hierarchy to assist and provide all relevant content, coordinated with the cross-functional department to facilitate workflow. Reviewed all electronic resources and provided support to all databases in coordination with organization customer support groups… Show more Assisted the SATCOM team with designs of all global content management strategies. Prepared DOD-approved information architecture according to industry best practices and requirements. Developed and facilitated all levels and roles of all hierarchy to assist and provide all relevant content, coordinated with the cross-functional department to facilitate workflow. Reviewed all electronic resources and provided support to all databases in coordination with organization customer support groups. Developed all intranet sites and documents all business requirements for all management processes. Analyzed all user requirements and ensured an effective transition into all technical requirements for management process plans.• Managed and supervised support of a wide range of information technology (IT) and satellite communications (SATCOM) products and services for Defense Department clients located in the United States, South Korea, Iraq, and Kuwait.• Installed, configured, and maintained critical SATCOM system services to users in the field.• Proactively troubleshoot and problem-solve complex equipment issues in remote locations with long supply lines.• Collaborated with multidisciplinary team specialists in domestic and foreign environments to fulfill mission duties and client objectives. Created detailed service and status reports on potential defects and reported findings in routine meetings and briefings.• Monitored and followed up with customer/client escalated system trouble tickets. Show less

Oversaw all operations of the fraud call center department as a team lead and supervisor. Directed all escalated customer calls to the correct department for immediate reconciliation. Developed and implemented call center contingency plans to help run operations more smoothly. Managed and resolved calls from Capital One Customers about possible unauthorized usage of client accounts.Managed all escalated calls from up to 80 first-line call specialists at Capital One’s highest-volume call… Show more Oversaw all operations of the fraud call center department as a team lead and supervisor. Directed all escalated customer calls to the correct department for immediate reconciliation. Developed and implemented call center contingency plans to help run operations more smoothly. Managed and resolved calls from Capital One Customers about possible unauthorized usage of client accounts.Managed all escalated calls from up to 80 first-line call specialists at Capital One’s highest-volume call center.• Investigated all calls and ensured all disputes were cleared promptly and to customers' satisfaction.• Documented and investigated account activity and cases of identity theft.• Assisted customers with specific fraud-related issues and partnered with law enforcement as needed to reconcile fraudulent activity.• Updated fraud reports and account information regularly to reflect correctly in the company's metric system and customer’s account.• Reviewed customer interaction metrics and call center calls to tailor overall call center service to customer needs.• Monitored and implemented automatic responses on blog responses and customer interactions. Show less

Oversaw and supervised the U.S. Army Recruitment Center in Tampa, FL, to retain qualified candidates to help meet Army desired metrics. Performed a highly visible role serving as liaison to five headquarters and twenty-eight recruiting centers with oversight of supplies, vehicle and facility maintenance, inventory, and staff training. Maintained optimal operations while ensuring impeccable attention to complex protocols. • Coordinated recruitment efforts for U.S. Army Recruiting Battalion… Show more Oversaw and supervised the U.S. Army Recruitment Center in Tampa, FL, to retain qualified candidates to help meet Army desired metrics. Performed a highly visible role serving as liaison to five headquarters and twenty-eight recruiting centers with oversight of supplies, vehicle and facility maintenance, inventory, and staff training. Maintained optimal operations while ensuring impeccable attention to complex protocols. • Coordinated recruitment efforts for U.S. Army Recruiting Battalion Tampa. Organized and conducted recruitment programs targeted to an audience of more than 100,000. Handled a high volume of candidate inquiries annually and screened candidates to determine fit for the organization.• Applied current enlistment criteria, program changes, and policies to ensure the Recruitment department met DOD compliance.• Investigated and reported discrepancies in applicant paperwork and processing.• Enforced all quality control measures and provided final quality control review for all candidates. Show less

• Oversaw the operation and maintenance of critical IT support systems and devices. • Supervised up to 20 personnel at a time. Provided mission-critical IT and communications support for U.S. warfighters during deployments in Iraq and Afghanistan. • Maintained 100% accountability for communication equipment valued at $100M+ in challenging settings. • Conducted training for assigned personnel on the operation, maintenance, and repair of electronic equipment.• Developed standard… Show more • Oversaw the operation and maintenance of critical IT support systems and devices. • Supervised up to 20 personnel at a time. Provided mission-critical IT and communications support for U.S. warfighters during deployments in Iraq and Afghanistan. • Maintained 100% accountability for communication equipment valued at $100M+ in challenging settings. • Conducted training for assigned personnel on the operation, maintenance, and repair of electronic equipment.• Developed standard operating procedures for communications procedures: significantly increased accuracy of radio protocol and reporting and loading of COMSEC and use of Simple Key Loader.• Successfully organized and initiated transport of sensitive equipment from Afghanistan back to Stateside Army Base: Fort Hood. Show less

• Managed (5) team members to serves as IT System Manager for nine training rotations. • Supervised (20) Soldiers executing six daily iterations of scenario-based training for Army units preparing to deploy. • Delivered highly realistic and adaptable training for Signal Soldiers to effectively and quickly implement signal duties for missions. • Secured 100% accountability for equipment valued at $15K. • Resolved long customer wait times for communication work orders: cut… Show more • Managed (5) team members to serves as IT System Manager for nine training rotations. • Supervised (20) Soldiers executing six daily iterations of scenario-based training for Army units preparing to deploy. • Delivered highly realistic and adaptable training for Signal Soldiers to effectively and quickly implement signal duties for missions. • Secured 100% accountability for equipment valued at $15K. • Resolved long customer wait times for communication work orders: cut customer wait time 15% by developing simplified, streamlined work order procedures that improved efficiency and productivity.• Conducted risk assessments and enforced strict safety protocols for Range safety and field communication operations. Show less

• Conducted IT and communications system maintenance for Army customers. • Ensured effective operation and maintenance of equipment and supplies valued at $800K. • Supervised team of equipment operators and ensured continual team readiness through effective equipment maintenance, staff mentoring, and extensive ongoing on-the-job training and instruction to team members.