Reggie A. Email & Phone Number

Ashburn, Va, Us

I lead onsite administrative support and coordination throughout all phases of the project life cycle for our Helpdesk and NOSC Teams. Partnering with HQ PMO, stakeholders, and the Las Vegas Office on both current and upcoming programs, I manage daily operations and serve as a "client-facing" Helpdesk Manager, effectively addressing escalation issues.In addition, I train and mentor junior Helpdesk agents and supervisors in utilizing tools like ServiceNow, Desktop Central, and Microsoft Admin Tools, ensuring they enhance their performance and consistently meet SLAs. I currently support initiatives within the Department of Homeland Security and the Department of Health and Human Services, contributing to critical government programs.

Ashburn, Va, Us

· Recruit, hire, and train over 50 staff members on customer engagement skills, onboarding processes, incident handling, documentation and escalation, and knowledge base utilization. · Oversee personnel development, staff scheduling, time-off requests, and on-the-job training sessions. · Streamline hybrid office/remote schedule, supporting Fingerprint Enrollment Service & Operations Centers.· Facilitate training help desk staff into NOSC roles and responsibilities across multiple contracts.· Resolve conflicts, implement process improvement strategies, and enforce workplace safety standards.

Ashburn, Va, Us

· Lead help desk staff in validating Federal-level ID Vetting and fingerprint enrollment services.· Tested and Evaluated hardware/software programs to meet proper operational and quality standards. · Supported large scale Decennial Census, handling 97.3K inbound calls/resolving 183K incidents.· Created and managed over 10K user accounts through PowerShell and Active Directory.· Provided Tier-2 remote desktop support to over 800 biometric enrollment locations nationwide.· Guided applicants through government enrollment website and resolved FAQs using custom scripts.· Document, assign, resolve problem/inquiries through ServiceNow incident management tool.· Knowledge of ServiceNow, ManageEngine Desktop Central, Amazon Connect, InControl2, Windows 10.

Ashburn, Va, Us

Primary duties:· Provided Tier-1 technical support for over 500+ locations utilizing customizable script model; escalate to Tier 2 and/or Tier-3 network operations as needed· Navigated customers with appointment scheduling through government website interface resolving questions to validate Federal-level ID vetting & digital fingerprinting services· Documented, assigned, and resolved problems/inquiries through ServiceNow incident management system to ensure timely resolution or assignment to proper organizational unit(s)· Recommended process improvement strategies to streamline customer service experience

Randolph Afb, Tx, Us

· Job description is in the volunteer experience section· Follow Alteristic Inc on LinkedIn for more information

Randolph Afb, Tx, Us

· Maintained/inspected electrical & environmental systems on 28 fighter aircraft valued at $764 million supporting two ongoing flying programs and all major integrated military exercises· Utilized specialization experience to replace, calibrate and perform operational checks on electrical, environmental, landing gear, fire detection/prevention, warning & oxygen systems and components· Used Apple iOS supported technical data to facilitate completion of flight deck modifications, warning system upgrades, and fleet wide safety inspections compliant at the Dept. of Defense level· Evaluated, monitored and documented subordinate performances and task certifications for skill level advancement · Recommended improving equipment and maintenance procedures compatible with publications and technical data as well as improve work center quality of lifeAircraft: F-16C/D - Blocks 25, 30, 40 & 50

Randolph Afb, Tx, Us

· Combined Building operations, Emergency management and Security incident policies into efficient user-friendly program fully integrated tactical base defense procedures for $1.6 million facility· Working knowledge of Joint Personnel Adjudication System (JPAS) and Joint Clearance and Access Verification System (JCAVS) to as a Level 6 User· Disseminated Electronic Questionnaire for Investigative Process (E-Qip) forms to ensure all assigned personnel maintained current security clearances during re-investigations· Certified Anti-terrorism Level II representative: Performed over 60 vulnerability, criticality and threat assessments and administered initial and refresher anti-terrorism training to 23 office personnel

Randolph Afb, Tx, Us

· Conducted over 3,200 hours of formal training and subject matter expertise service wide in support of 31 active duty, guard and reserve units upholding 414 aircraft valued at $16.4 billion· Monitored feedback survey questionnaire to validate positive classroom environment, accurate curriculum and professional schoolhouse experience for 3400 students· Instructed and bolstered skills of over 135 students on theory of operations, troubleshooting techniques, repairs and inspections of various electrical & environmental systems and functions · Utilized Instructional System Design, Microsoft Office, and Technical Writing to develop aircraft maintenance courses, biennially updating curriculum · Oversaw compliance checklists for; Security Manager, Building & Equipment custodian, Emergency management, and Technical Training Management System (TTMS)

Randolph Afb, Tx, Us

· Troubleshot electrical & environmental, landing gear, flight control and warning systems supporting 63 refueling aircraft valued at $2.64 billion at premier “Supertanker” Wing · Utilized subject matter expertise to remove, install, calibrate and perform operational checks on the air conditioning, pressurization, fire detection & protection and oxygen systems and components · Recommended methods of improving equipment and maintenance procedures compatible with regulations and technical data to improve work center quality of life at home station and deployed locations· Organized & conducted production team maintenance training for apprentice technicians on component installation, rigging, and operational checkouts resulting in a 50% increase of unit generation capabilities during manning shortfallsAircraft: KC-135R/T & Multi-Point Refueling System (MPRS)Eagle AMU (Aircraft Maintenance Unit) > Tanker AMU > Green AMU

Randolph Afb, Tx, Us

· Acquired training, knowledge and skills need to perform maintenance on aircraft electrical and environmental systems· Learned aircraft familiarization, maintenance and inspection procedures, AC electronics, DC principles, Air Force Technical Order system, flight line safety, data collection, forms documentation, troubleshooting techniques and wiring schematics/diagrams. · Demonstrated skills and techniques during evaluations on power generation, landing gear, lighting, flight controls, cargo doors, environmental, utility, oxygen and warning systems.

Randolph Afb, Tx, Us

Basic Military Training · Learned key aspects of life in the United States Air Force such as Dress & Appearance, Customs & Courtesies, Air Force History, the Enlisted Force Structure and the 3 Air Force Core Values; Integrity First, Service Before Self and Excellence in All We Do.· Trained on Self Aid and Buddy Care, Law of Armed Conflict, Anti-Terrorism/Force Protection Level I training, Code of Conduct Briefing· Received Initial Certification on Nuclear, Biological, Chemical and Conventional Defense Training (NBCCDT)

Washington, District Of Columbia, Us

In addition to being an intern with the Corporate Fellowship Program I also assumed the role of Education Volunteer to help set up the first Cohort for 2019; my duties included:· Reporting all pertinent information directly to the program manager· Coordinating multiple screening processes for future fellowship applicants · Providing real life experience of the program, interviewing techniques, & resume building assistance · Utilizing Microsoft excel, word and PowerPoint to streamline efficient business and contact listings, training presentations, and program flyersThe Hiring Our Heroes Corporate Fellowship is an innovative program that provides transitioning service members with professional training and hands-on experience in the civilian workforce. Participating corporations benefit by gaining access to the best and brightest transitioning service members, while also developing a more comprehensive understanding of the veteran job market.

Associate In Applied Science, Instructor Of Technology And Military Science

Associate In Applied Science, Aviation Maintenance Technology

Public Speaking

Psychology

College Algebra

Education record

Bachelor'S Degree