Liaison between manufacturing, functional testing, Engineering, Procurement, and management. Collaborating with multiple stakeholders to reach resolutions to complex issues. Creating metrics to analyze roadblocks, growth patterns, and time studies.

Delivered classroom instruction in; electrical theory, troubleshooting, reading diagrams, and software applications to Boeing factory and flight line personnel. Assimilated training materials from various sources, participated in ‘Train-the-Trainer’; and successfully trained 6 instructors in the troubleshooting curriculum. Advised and collaborated with fellow instructors in effective training and communication techniques; utilized established precedents and policies to ensure adult learning success.

Served as the point of contact for high priority customers; resolved over 90% of customer issues on the first call. Led, trained, and evaluated up to 54 technical support representatives in resolving inbound customer’s technical issues, and soft-skill approach. Documented trends and collaborated with cross-functional teams (sales, operations, engineering, implementations, and network operations) to manage resolutions.

Monitored and analyzed business call-centers' performances, Interactive Voice Response (IVR), and call centers' attendance, attrition, training, and response times. Compiled data and created reports for managers’ review. Trained new analysts on company standards, processes, and software; wrote and edited outgoing communications.

Focus on streamlining processes for small-sized businesses, reducing their workload by an average of 40% per week and enabling them to concentrate on their products and deadlines, rather than administrative tasks. Provided services in: Project management; Bookkeeping, account receivables, accounts payable, and payroll; and Maintained customer relationship management between clients and their customer base.

Provided training to military maintenance personnel in troubleshooting aircraft system (electronic and electro-mechanical) related problems; supported resolutions (functional and to the component level) of chronic aircraft systems issues; and monitored airplane health data (onboard computers, navigation and communication systems, radars, monitors, laser and infrared systems, Automated Test Equipment (ATE) bays, etc.). Collaborated with maintenance and engineering departments to document and resolve reoccurring maintenance issues, preventative actions taken, and emerging trends. Complete ability to read, understand, and interpret basic engineering drawings and specifications.

Organizational and Intermediate level maintenance in aviation.Honorable Discharge.