Detail-oriented IT support professional with hands-on experience delivering Tier 1 technical support and resolving end-user issues in a service desk environment.
Overview
17
17
years of professional experience
Work History
Plans/Programs Supervisor
136th Communications Squadron
Fort Worth
06.2023 - Current
Supported secure IT operations in compliance with Department of Defense and U.S. Air Force security standards.
Supervise plans and programs, and develop budget inputs to ensure resource availability for operational and training requirements.
Respond to user requests and troubleshoot hardware, software, and network issues, providing timely and effective technical support to staff and customers.
Resolve IT service tickets, ensuring customer satisfaction by clearly communicating status updates, documenting actions taken, and maintaining accurate records in Remedy, ServiceNow, have Active Directory knowledge, and other tracking systems.
Administered user accounts, access permissions, password controls, and system configurations in compliance with organizational security policies.
Trained employees on computer systems, cybersecurity best practices, and standard operating procedures; maintained clear technical documentation.
Knowledge Manager
149th Communications Squadron
Lackland
01.2020 - 05.2023
Provided Tier 1 IT support in a service desk environment, responding to user requests via ticketing systems and direct customer interaction.
Resolved IT service tickets while maintaining accurate documentation and communicating status updates using Remedy, ServiceNow, and other tracking systems.
Provided technical and customer support for SharePoint sites, including site creation, page development, and permission management.
Trained users on computer systems, cybersecurity best practices, and standard operating procedures; maintained clear technical documentation.
Provided technical and customer support for SharePoint sites, including site setup, permissions management, and content access.
Operate and manage records information management system and records staging areas; comply with Personally Identifiable Information (PII), Privacy Act (PA) and Freedom of Information Act (FOIA).
Human Resource Associate
149th Force Support Squadron
Lackland
12.2008 - 12.2019
Process and update personnel actions related to classification, placement, recruitment, and incentive awards using Defense Civilian Personnel Data System (DCPDS) and Military Personnel Data System (MILPDS) in accordance with applicable policies and procedures.
Prepared, monitored, and tracked HR actions while maintaining clear communication with customers.
Developed training materials and conducted New Employee Orientation and HR training sessions.
Collaborate with HR Specialists within the Human Resources Office (HRO) to manage a wide range of HR transactions for technicians and Active Guard Reserve (AGR) personnel, including Permanent Change of Station (PCS) actions, benefits, and incentive awards.
Provided executive administrative support to senior military and civilian leadership.
Education
Certificate - Cybersecurity – System Administration
Ivy Tech College
Indianapolis, IN
04.2025
Associate of Applied Science - Human Resource Management
Air University
Maxwell AFB, AL
07-2014
BBA - Business Management
Texas A&M University
Kingsville, TX
12.2009
Some College (No Degree) - Cloud Computing
Northwest Vista College
San Antonio, TX
Skills
Microsoft Office Suite
Remedy /ServiceNow
SharePoint Administration
Knowledge Active Directory
Customer Service
Human Resources
Records management
Office/Clerical Support
Clearance And Certifications
Active Secret Security Clearance
CompTIA Security + Certification
Timeline
Plans/Programs Supervisor
136th Communications Squadron
06.2023 - Current
Knowledge Manager
149th Communications Squadron
01.2020 - 05.2023
Human Resource Associate
149th Force Support Squadron
12.2008 - 12.2019
Certificate - Cybersecurity – System Administration
Ivy Tech College
Associate of Applied Science - Human Resource Management
Program Supervisor Internal Medicine Residency and Fellowship Programs at Creighton University School of Medicine-PhoenixProgram Supervisor Internal Medicine Residency and Fellowship Programs at Creighton University School of Medicine-Phoenix
<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation<ul><li>Assist in preparing Subs Annual Budgets and reviewing Subs financial reports.</li><li>Provide support and training to partners to ensure adequate support for the program component.</li><li>Conduct partner technical supportive supervision on request basis from Grants & Compliance teams.</li><li>Coordinate grantee proposal review process and ensure compliance with solicitations and donor regulations.</li><li>Coordinate pre-award evaluations and assessments of potential grantees as needed.</li><li>Analyze, verify and review grantees proposal budgets to ensure donor compliance and reasonableness.</li><li>Coordinate the assessment of grantee risk and implement appropriate systems and agreements to minimize risk.</li><li>Ensure timely and appropriate close-out of sub-grants and coordinate the close-out of EGPAF prime grants.</li><li>Provide support and training to partners finance staff to build financial and accounting capacity to ensure adequate support for the program component.</li><li>Monitor partners’ spending patterns as part of the overall project budget to actual analytics.</li><li>Follow up on Grantee monthly invoices & supporting documents</li><li>Serve as an expert on applicable policies, procedures, rules, and regulations and assist staff with their interpretation and understanding of these.</li><li>Stays abreast of donor policies, procedures, rules and regulations and host country legal requirements and informs local and regional management of significant changes.</li><li>Perform internal departmental/grants reviews ensuring compliance with Foundation and donor requirements. Identify potential areas of compliance vulnerability and risk; assists with the development of corrective action plans for the resolution of problematic issues; and provides general guidance on how to avoid or deal with similar issues in the future</li><li>Conduct on-site financial compliance reviews which include: cash counts; review of accounts receivables including employee receivables; documentation of segregation of duties and internal control structure; document storage and retention</li><li>Document findings, propose improvements or change as relevant, disseminate findings and ensure follow up implementation of recommendations as well as resolution</li><li>Conduct random surprise checks and vendor verification reviews to ensure proper procurement procedures are being practiced and report on findings</li><li>Develops an effective Compliance & Ethics training program, including appropriate introductory training for new employees as well as ongoing training for all employees and managers</li><li>Assists with improving the awareness and understanding of compliance to assist employees with the establishment of a “culture of compliance”</li></ul> at Elizabeth Glaser Pediatric Aids Foundation