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 Oversee the Operations Center consisting of Coordinators, Coordinator Specialists and Level 2 Software Support Specialists in the Industrial Internet of Things (IIoT) sector. Recruit, train, schedule and develop employees to meet service quality goals and improve the Net Promoter Score. Work closely with Sales, Program Management, Solutions Management and various engineering groups to mitigate customer issues.  Work closely with customers and third party maintenance groups to insure system uptime and customer satisfaction.  Create and maintain processes, procedures and metrics to provide key performance indicators for the support team. Responsible for yearly staff reviews, employee recognition and any disciplinary action working directly with Human Resources personnel if necessary.

Accountable for Technical Help Desk Operations at the Bloomington, MN and Springfield, Il facilities, supporting various fingerprint enrollment, criminal booking, document authentication, iris and facial recognition systems.

Extensive knowledge of RF test equipment and proper test procedure utilizing both hardware and software to accomplish final testing.Assisted team of RF Engineers in development and testing of cable-telephony system.Responsible for 2 employees, giving them both direction and training on test systems utilized.

Installed various avionics systems on commercial aircraft including the Boeing 727, 737, 757, 767 and 777.Assisted in testing of various control and avionics systems for proper system check out prior to release of the aircraft to the customer.

Responsible for bench testing and troubleshooting to the component level on AWM-23/AWG-9 fire control systems for F-14 aircraft.Second Class Petty Officer with various responsibilities involving safety, security and other electronics based issues such as Electro-Static Discharge and electrical safety.