Caroline Hinton
Hampton,VA
Summary
TS/SCI Versatile All-Source Intelligence Analyst/JIRA Administrator/Atlassian Solutions Architect. Over 7 years expertise in comprehensive intelligence analysis and supporting mission-critical objectives. Skilled in JIRA/Confluence tasker management, workflow coordination, and user support. Strong analytical acumen, identifying threats and vulnerabilities. Effective communicator, collaborating with inter-agency personnel. Adaptable to changing environments, embracing new technologies. Committed to continuous improvement, streamlining processes, and optimizing operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Atlassian Solutions Architect
The Intellekt Group
06.2024 - Current
- Provide Tier II support for Jira and Confluence, including diagnosing and resolving complex issues related to configuration, customization, and integration of these tools.
- Assist in the configuration and customization of Jira and Confluence environments to meet the specific needs of ACC/A2, including setting up workflows, permissions, and user groups.
- Liaises with members of the organization and mission partners to implement solution designs and/or processes in support of EPMS.
- Evaluates and implements Jira, Confluence and add-on annual licensing for EPMS.
- Recommends and implements Jira plug-ins or add-ons to integrate with the EPMS solution and workflows to achieve mission effectiveness.
- Generates technical documentation and conduct end user training for EPMS.
- Support ACC-sponsored projects using project management principles and best practices to enable synchronization and integration of requirements and capabilities throughout the lifecycle of assigned product lines.
Enterprise IT Service Manager
CACI International
12.2023 - 06.2024
- Promote and implement IT Service Management (ITSM) principles and processes to all groups interacting with Incident, Problem, Change, and Configuration Management as part of the AF-DCGS Enterprise Service Desk (ESD)
- Work with government and senior staff to prepare schedules, establish milestones, develop work assignments, and produce progress reports and technical briefings
- Support exceptional customer service through superior leadership qualities - meeting deadlines, motivating and mentoring teams, exercising effective decision-making, and maintaining a commitment to high performance
- Ensure that Service Level Agreements and client expectations are met. Engages with client and other stakeholders face-to-face, via telephone, and through email to establish relationships, understand requirements, and communicate solutions or issues
- Enhanced system efficiency by implementing process improvements and automation for IT service management tasks.
- Reduced downtime and increased user productivity by proactively identifying potential IT issues and addressing them promptly.
- Streamlined communication between IT teams and stakeholders, ensuring timely resolution of service requests and incidents.
Jira Specialist
Leidos
07.2023 - 12.2023
- System developer responsible for managing and integrating ongoing AF ISR projects into JIRA, JIRA Service Desk, Support Lab
- Created 50+ custom fields and organized 30+ squadron/group/wing confluence pages
- Developed, integrated and maintained the software and capabilities of the combined Atlassian Jira and Confluence-based Enterprise Process Management System (EPMS)
- Managed 12 workflows and developed solutions to streamline or automate processes
- Jira & Confluence application administration addressing all customer requests to include access, permissions and project build out
All Source Analyst Trainer
USAF
10.2022 - 08.2023
- Developed and updated training curriculum for all-source intelligence analysis in alignment with mission objectives of DGS-1. This involved designing and implementing training materials, lesson plans, and assessments to ensure analysts gain necessary knowledge and skills.
- Demonstrated a deep understanding of all-source intelligence analysis and staying updated with the latest techniques, emerging technologies, and intelligence trends. Served as a subject matter expert, providing guidance, mentorship, and answering queries from analysts regarding analytical processes, data sources, and intelligence products.
- Quality checked analyst's report writing before distributing them across the Intelligence Community.
- Assessed performance of analysts during training exercises, simulations, and real-world scenarios. Provided constructive feedback, identified areas for improvement, and developed individualized training plans to enhance their analytical skills, critical thinking abilities, and reporting accuracy.
- Contributed to the development and maintenance of a unit's confluence page and played a key role in organizing and structuring content.
CSS Inbounds Coordinator
USAF
10.2021 - 10.2022
- Maintained accurate records and databases of incoming personnel or units. Track and document personnel information, including arrival dates, assignment details, and contact information. Ensured confidentiality and security of sensitive information.
- Managed Unit Commander scheduling for for 200 person squadron. Coordinated meetings, briefings, and other engagements, ensuring optimal use of time and resources. Assisted in resolving scheduling conflicts and adjusting plans as needed.
- Instructed 198 members as Squadron Intel Oversight Program Manager on 17 standards and directives for ACC Inspection
- Coordinated 215 collections as a trusted agent as Drug Demand & Reduction Program.
- Coordinated JIRA tasks with seven senior non-commissioned officers, established deadlines, updated statuses, and ensured timely completion.
- Provided user support and training to CSS team members on how to effectively use JIRA for task management. Assisting with troubleshooting any technical issues or user queries related to JIRA functionality.
All Source Analyst Supervisor
USAF
06.2018 - 10.2021
- Team PAI/OSINT senior analyst. Conducted in-depth analysis of publicly available information from a variety of sources. Explored and utilized advanced search techniques and tools to collect and organize information.
- Provided timely intelligence as team lead of 10 analysts to forward deployed coalition forces in CENTCOM, EUCOM, AFRICOM AORs.
- Supervised gathering, review and dissemination of intelligence information from human sources, electronic sources, and counter-intelligence.
- Answered requests for information (RFI), managed RFI process and maintained accurate logs for administrative purposes.
Multi Source Analyst
USAF
06.2018 - 02.2020
- Created over 65 actionable and timely intelligence products to support field operations.
- Produced 7 multi-source intelligence reports and products for different agency customers.
- Maintained and uses geospatial databases, target materials , imagery, and other intelligence products.
- Managed multiple intelligence surveillance and reconnaissance platforms while maintaining data collection logs for each platform.
Education
Master of Arts - Technology Design
Western Governors University
06.2025
PME - Profession Military Education
Airman Leadership School
01.2023
Associate of Science - Intelligence
Community College of The Air Force
06.2020
Bachelor of Science - Criminology
Florida State University
04.2016
Associate of Arts - Criminology
Chipola College
06.2014
Skills
- TS/SCI Clearance
- ITSM
- Intelligence data collection and analysis
- SIPR/JWICS Systems
- Distributed Common Ground System
- Weapon Systems
- Inter-Agency Collaboration
- JIRA Admin
- Confluence
- Information Operations
- Training and Instruction
- Technical architecture
Certification
Micro-Certification - Welcome to ServiceNow
Micro-Certification - Service Portal
Micro-Certification - Flow Designer
References
MSgt Jessica Sheridan | Former Supervisor | 315-338-1953
Captain Clay Tasler | Former Supervisor | 315-489- 5421
CMSgt Joseph Drake | Former SEL | 757-707-6338
Timeline
Atlassian Solutions Architect
The Intellekt Group
06.2024 - Current
Enterprise IT Service Manager
CACI International
12.2023 - 06.2024
Jira Specialist
Leidos
07.2023 - 12.2023
All Source Analyst Trainer
USAF
10.2022 - 08.2023
CSS Inbounds Coordinator
USAF
10.2021 - 10.2022
All Source Analyst Supervisor
USAF
06.2018 - 10.2021
Multi Source Analyst
USAF
06.2018 - 02.2020
Master of Arts - Technology Design
Western Governors University
PME - Profession Military Education
Airman Leadership School
Associate of Science - Intelligence
Community College of The Air Force
Bachelor of Science - Criminology
Florida State University
Associate of Arts - Criminology
Chipola College
Micro-Certification - Welcome to ServiceNow
Micro-Certification - Service Portal
Micro-Certification - Flow Designer
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