Experienced professional with a strong background in data analysis, stakeholder engagement, customer service, and process optimization. Leveraging 7 years in the tech and intel sectors, I am eager to drive customer success through tailored solutions and strategic insights. Committed to integrating technical expertise with client objectives to ensure optimal satisfaction and product performance.
Manages the configuration of issues, fields, workflows, permissions and other settings in Jira to ensure the seamless flow of work for 10+ teams under the Next Generation Interceptor (NGI) program..
Skilled in SAFe Agile implementation, including sprint planning, backlog grooming, and daily stand-ups.
Documents practices and methods for others to follow and provides training/guidance to end-users as needed.
Objectively assesses human-machine interactions to develop improved processes and automations.
Delivers tools architecture to enable agile maturation of large, complex programs.
Engages with users and stakeholders across the programs to gather needs/requirements in order to implement necessary workflow support and data management tools such as Confluence.
Utilizes ServiceNow and Microsoft Office Suite for Incident Management and tracking
Coordinates with vendors and on site engineers to order parts and provide hardware repair for DELL, SGI, HPE, Hitachi, DDN, NetApp, Spectra Logic, and Brocade.
Facilitates Product Returns, Inventory Tracking, and executing Next Business Day SLA
Provides support and troubleshooting, break/fix instructions, ticket routing and escalation for Tier 2 support
Collects, analyzes, and summarizes inquiry and service trends
Assists in training new team members and structuring training materials
Acted as first point of contact for critical real-world events
Responsible for collection, analytics, and correlation of multi-source digital data as well as providing cohesive and comprehensible product reports for mission and tactical leaders worldwide.
Certified in multiple SIGINT systems in the strategic intelligence field for data analysis, reporting, and presentation
Led team of 20 in the global target tracking center (GTTC) enabling effective operations against terrorism and unfriendly nations.
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