Coordinating, mentoring and supporting DTF Managers within the western region of the Army Training Information System.

Oversees plans and coordinates usage of facilities to deliver training to soldiers (Active Component/Reserve Component/National Guard) from all branches of military service, Department of Defense/Department of the Army civilians, foreign nationals, and government contractors.

Oversees plans and coordinates usage of facilities to deliver training to soldiers (Active Component/Reserve Component/National Guard) from all branches of military service, Department of Defense/Department of the Army civilians, foreign nationals, and government contractors. Provides and conducts system analysis and preparation of equipment and software to include security updates. Directs students on workstation operation, use of system software and military courseware. Student registrations, tracks their progress, proctors examinations, prepares class completion rosters, administers training evaluations, conducts After Action Reviews and maintains student files. Additionally operates, schedules, maintains and repairs video teleconferencing equipment. (Tandberg and LifeSize) Provide assistance to users in conducting video teleconference sessions, to include conference preparation. Maintains, troubleshoots and repairs/coordinates repair of servers and classroom equipment. Installs and configures software/upgrades. Manages classroom schedules and resolves conflicts. Held accountable for maintaining records of training products. Coordinate with peers, DTFM Project Manager and outside agencies regarding program operations. Regularly consults with local DLS Point of Contact for installation-specific guidance pertaining to classroom operations. Effectively manage inventory control, distribution, and hand receipts for property in excess of $1 million.

Worked as an international resolution agent in a high volume reservation center. Received calls and routed them to appropriate extensions based upon the customer needs and my knowledge of airline procedures. Communicated expert interpretation of airline internal policies to sales agents. Maintained day to day knowledge of updates in airline policies. Received agent inquiries on internal policies and federally mandated laws and regulations and provided reservation sales agents with the necessary on-the-job training and guidance to properly complete transactions, ensuring regulatory compliance. Assessed and evaluated agent competency and provided feedback enabling agents to work independently and search established regulations for answers regarding customer inquiries. Addressed and resolved customer issues and complaints regarding routes, schedules and types of accommodations. Translated, clarified and applied reservation center standard operating procedures and rules. Used proprietary networks and specialized flight reservation software to process and monitor information needed to make, change or cancel reservations for customers. Authorized rule waivers, vouchers and refunds. Upon resolution, ensured all passenger records were properly documented. Provided coverage in the payroll department as backup person. Confirmed time card entries. Contacted personnel about and corrected any discrepancies. Specialized in providing professional customer service and problem resolution