Technical Analyst

• Jun 2023 - Present

Lead Safety Specialist / Business Analyst

• Apr 2021 - Jun 2023

On assignment with NHTSA at the U.S. Department of Transportation ➔ Successfully manage project deliverables and schedules, resulting in the timely delivery of high-quality projects. ➔ Directly manage 3 team members and provide support to elevate the team’s skill sets and effectiveness, resulting in increased productivity and improved project outcomes. ➔ Translate and simplify complex business requirements provided by project stakeholders in a fast-paced Agile team environment, resulting in successful project outcomes. ➔ Continuously participate in user acceptance testing (UAT) to validate requirements and ensure successful delivery of exceptional end products to project stakeholders. ➔ Assist product owner and Agile team in meeting sprint deliverables and timelines presented by the development team using JIRA and Confluence project management tools, resulting in timely delivery of high-quality products. ➔ Utilize Agile methodology to oversee operations and servers as the key point of contact for all client representatives, resulting in increased client satisfaction. ➔ Analyze and evaluate results, identifying patterns of compliance and failures, and provided a summary report of findings, resulting in improved compliance outcomes. ➔ Create new program scripts to obtain information and generate reports using SQL, resulting in improved efficiency. Show less

Police Officer

• Jan 2020 - Nov 2020

➔ Enforced Virginia State Criminal and Traffic Code, responding to calls for service, and conducting criminal investigations, resulting in the successful apprehension and prosecution of criminal offenders. ➔ Calmly managed emergency situations using effective interpersonal and problem-solving skills, resulting in the safe resolution of high-stress and high-pressure situations. ➔ Wrote detailed incident reports, affidavits, and search warrants while conducting complex criminal investigations. ➔ Prepared reports and presented case files for detailed courtroom testimony, resulting in successful prosecutions. Show less

Customer Service Manager

• May 2018 - Jan 2020

➔ Implemented new customer service technologies and tools, including CRM systems and customer feedback software, to improve service quality and efficiency. ➔ Developed and implemented customer service policies and procedures to ensure high-quality service and customer satisfaction. ➔ Led customer service initiatives, such as customer loyalty programs and customer outreach campaigns, to improve customer retention and satisfaction. ➔ Handled the financial transactions of ten major accounts with annual revenue ranging from $30,000 to $500,000. ➔ Collected deposits and payments, arranged for billing, and formulated accounts payable reports to follow up with customers. Show less

Automotive Technician

• Feb 2016 - May 2018

➔ Improved operational safety and customer satisfaction by performing detailed multi-point inspections and general maintenance on a high volume of vehicles. ➔ Achieved proficiency in diagnosing, maintaining, and repairing automotive systems to ensure efficient and reliable vehicle performance. ➔ Successfully met and exceeded customer expectations and company standards by working independently in a fast-paced environment. ➔Collaborated effectively with a team of experienced technicians, adhering to strict regulations and safety precautions to achieve outstanding results. ➔ Demonstrated expertise in testing components and systems by utilizing diagnostic tools and special service equipment, leading to accurate diagnoses and successful repairs. Show less