Experience

Ziegler Caterpillar

• United States
• Machinery Manufacturing
• 700 & Above Employee

• Product Support Process Specialist

  • Jul 2021 - Present

  - Provides corporate support to Service, Parts and related departments implementing and improving company wide policies and processes - Liaison with service coordinators and Branch Managers in 31 locations across 3 states as touchpoint to corporate policy and direction - Guides transition to Microsoft Dynamics 365 (D365) support platform for Service and Parts department - Conducts sandbox environment stress testing of D365 improvements before implementation in live production version - Built LANDESK ticketing overhaul template to streamline simplify end-user submission of trouble tickets - Provides one-on-one, group, and tele- training on existing and new systems and processes - Developing, codifying and delivering training to both existing and newly acquired branch locations - Research and resolve support requests regarding D365 issues processing service-related parts and work orders - Drive daily, weekly and monthly audits of work order labor, payroll, and compliance with Catepillar directives - Produces business analytic reports used to identify potential pain points and steer future team goals - Drafts and updates company policies and procedures related to Service department Show less



Daikin Applied Americas

• United States
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Information Technology Support Specialist

  • Jun 2019 - Jul 2021

  - Provide Tier 1 and Tier 2 IT support to global company of 4000 employees located all over North America, resolving over 200 technical issues weekly, 95% same day - Wrote standard operating procedures for Help Desk positions, eliminated training deficiency in IT department, instituted living knowledge database implemented across Help Desk and Desktop IT support - Leveraged Active Directory, Oracle, Salesforce/Remedyforce, Office 365 exchange, Namespace RDirectory, Microsoft Endpoint Manager, Run My Jobs and more daily to support company tech requirements - Completed new employees onboarding to include accounts, company computers, web services, permissions and conducting IT orientations briefings - Led project for to overhaul IT ticket management system, coordinated with contract support, implemented over 40 enhancements and fixes, streamlined end user experience - Designed and post training documentation to aid end users in conducting daily use of various software and web services essential to conduct Daikin operations - Installed system image to Daikin specifications for new computers and scheduled computer replacements on a weekly basis, ensured software, files and web links transfer for user Show less



United States Air Force

• United States
• Defense and Space Manufacturing
• 700 & Above Employee

• Superintendent, Joint Service Operations

  • Apr 2017 - Jun 2019

  - Led critical National Security Agency (NSA)-wide workgroup, recruited key leadership, wrote implementation plan for 400 person office- Identified and advised on defects in manning process, took part in I-Core process improvement, improved engagement level of department leaders, filled 15 long vacant positions- Reconstructed real-time intelligence support, reshaped non-functional system to one that handled over 2000 time-sensitive responses to the highest priority customer needs- Managed over 300 military working in NSA offices as the Senior Enlisted military manager for a 1500-person office, working with senior civilian leaders on manpower, training and mission readiness- Reviewed & edited NSA’s Intelligence Mission Executive Summary & Function Area Strategies, establishing agencies operating posture in combat operating theaters Show less

• Superintendent, Mission Management

  • Mar 2015 - Mar 2017

  - Finalized formation of new NSA office, established requirements portal for 113 external representatives, generated communications plan for 13 organizations, from conception to operational in under 1 month- Oversaw unified strategy on counter-ISIS operations, consolidated requirements from military commands, formed framework for a $6M in-theater facility to drive intel sharing with partnered nations- Managed office budget and logistics, secured $36,000 for travel and supplies, overcame funding shortfall Show less

• Manager, Joint Training Operations

  • Oct 2013 - Mar 2015

  - Rebooted stalled initiative on NSA global cryptologic training standardization, worked with NSA Training division on rewrite and digital conversion of official qualification standards for 19K personnel- Guided NSA evaluation of entry-level military intelligence training, assembled and provided NSA input to annual Cryptologic Training Working Group, reshaped future training paths for all military services

• Superintendent, Air Force Operations

  • Nov 2012 - Sep 2013

  - Oversaw 46 administrative programs, guided 150 military and civilian managers supporting over 5,000 Airmen, conducted 19 inspections, crucial to base rated "Excellent" on annual compliance inspection- Advised lead Air Force manager for linguist career field as trusted expert, provided line-by-line analysis of career field training plan and suggestions for overall, shaped career paths for 3000 Airmen and future - Redesigned training metrics for base commander, revealed 473 untapped linguistic skills, identified an error in reporting from headquarters Air Force, fix data source used for forecasting all language training Show less

• Manager, Command Language Program

  • Oct 2010 - Nov 2012

  - Managed all language-based training for 1,100 Aimen, reconciled base training plan with military and civilian directives, managed 2.8K requirements for National Cryptologic School, oversaw $4,000,00 in training- Stress-tested Air Force Language training portal for 4000 military linguists, discovered 15 system flaws in data reporting and tracking, fixed data output for 42 military units and Headquarters, Air Force- Ran Air Force language lab, oversaw 4 classrooms, $200K in equipment and materials, implemented $21K in renovations, hosted 30 contracted language courses, used by 650 joint-service military linguists- Recruited 42-member language enhancement team, assembled 480 sources of language material, crafted 24 training guides for over 1,000 Airmen, boosted base proficiency to 94%, highest ever Show less