Help Desk Team Lead

• Apr 2023 - Present

• Led a team of 19 help desk technicians to provide exceptional customer service and technical support to end-users.• Managed daily operations of the help desk, including monitoring tickets, prioritizing tasks, and ensuring timely resolution of issues.• Developed and implemented training programs to ensure the team's technical skills and knowledge were up-to-date.• Conducted performance evaluations, provided feedback, and implemented corrective action plans to improve team performance.• Maintained accurate records and metrics on team performance, ticket volume, and resolution times.• Acted as a point of escalation for complex technical issues or customer complaints. Show less

Service Desk Technician

• Nov 2021 - Apr 2023

Working contract for the Internal Revenue Service• Awarded new position based on seniority/skill levelo Assist other technicians in solving issues, recommend escalations, and working with team leads to create SoP’s/guidance documents• First of three individuals contracted out to the IRS to help bolster the current technicians and improve customer satisfaction and decrease ticket time• Utilizing various software and web based applications to help solve customers accounts i.e. KISAM (IRS ticketing application), BOMGAR (remote tool), and various other applications• Utilization of QWERT (Active Directory) to enable/unlock user accounts and computers, change domains, enable smart cards, etc. • Using knowledge articles to solve various issues with software, websites, account issues, and various other programs. Show less

Desktop Support Technician

• Aug 2021 - Nov 2021

Deployment of laptop and desktop workstations throughout the organization Utilization of Active Directory to manage accounts, profiles, and policies Configuration of settings on Windows workstations in compliance with Koch imaging standards Preparing newly imaged laptops/desktops for shipping Follow/update end user tipsheets (knowledge articles) for troubleshooting and resolving issues related to the new laptop/desktop deployment Deployment of laptop and desktop workstations throughout the organization Utilization of Active Directory to manage accounts, profiles, and policies Configuration of settings on Windows workstations in compliance with Koch imaging standards Preparing newly imaged laptops/desktops for shipping Follow/update end user tipsheets (knowledge articles) for troubleshooting and resolving issues related to the new laptop/desktop deployment

Information Technology Contractor

• Aug 2021 - Nov 2021

Senior Intelligence Analyst

• Jan 2020 - Aug 2021

Supports all aspects of Air Force operations by collating, analyzing, evaluating and disseminating intelligence information. Produces all-source intelligence, situation estimates, order-of-battle studies, and other intelligence reports and studies. Advises commanders on force protection and intelligence information for US and allied forces. Conduct intelligence debriefings of US and allied military personnel involved in combat operations. Assist SERE (Survival Evasion Resistance and Escape) and Life Support personnel in training evasion and recovery and code of conduct, when necessary. Collate intelligence and operations materials, and assembles final product for mission briefing, study, and use. Prepares, maintains, and presents intelligence displays, reports and briefings. Compiles, evaluates, researches, interprets, analyzes, and disseminates intelligence information. Use automated and non-automated systems applications. Identifies and establishes unit requirements for intelligence reference materials. Show less

Senior Intelligence Analyst

• Apr 2018 - Jan 2020

Operates in a diverse and complex operational environment, supporting all aspects of Air Force operations to ensure U.S. dominance in air, space, and cyberspace. Supports Joint Force, Department of Defense, and National Intelligence Agency operations. Advises commanders on threats to U.S. and allied forces and missions as well as Intelligence, Surveillance and Reconnaissance (ISR) capabilities and employment. Provides analysis of adversary threat systems and intelligence expertise necessary to develop detailed execution plans for air, space, and cyberspace operations. Uses state-of-the-art technology to produce all-source intelligence, situation estimates, order-of-battle studies, and other intelligence reports and studies. Assembles maps, charts, and performs threat analysis in support of mission planning. Prepares and presents intelligence reports and briefings. Conducts intelligence debriefings of U.S. and allied military personnel involved in combat operations. Prepares mission reports. Participates in the installation level Threat Working Group (TWG). Instructs aircrews, security forces, explosive ordinance disposal and others on collecting and reporting requirements and procedures, recognition techniques, and assessing offensive and defensive weapon system capabilities. Assists Survival Evasion Resistance and Escape (SERE) and Life Support personnel in training evasion, recovery and code of conduct. Assesses vulnerabilities of U.S. forces telecommunications networks and information which could be collected and exploited by adversaries. Systematically assesses data using analytical procedures to document threats, isolate existing and potential vulnerabilities, identify procedures for minimizing and eliminating vulnerabilities, and recommend Information Operations (IO) techniques to exploit vulnerabilities to a friendly advantage. Performs and manages intelligence activities and functions including developing, evaluating, and providing intelligence information. Show less

Intelligence Analyst

• May 2015 - Apr 2018