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
7
7
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
- Implemented and managed the Integrated Corporate Process (ICP) to align strategic objectives, streamline requirements and solutions, and oversee financial and contract administration, thereby enhancing transparency and reducing duplication across ACC/A2 divisions
- 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 (Enterprise Project Management System)
- 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)
- 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
- 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
06.2018 - 08.2023
- 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.
- 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.
Education
MBA - Information Technology Management
Western Governors University
Salt Lake City, UT08-2025
PME - Profession Military Education
Airman Leadership School
Langley AFB, VA01.2023
Associate of Science - Intelligence
Community College of The Air Force
Maxwell AFB, AL06.2020
Bachelor of Science - Criminology
Florida State University
Tallahassee, FL04.2016
Skills
- ITSM
- SIPR/JWICS Systems
- Distributed Common Ground System
- Weapon Systems
- Jira Admin
- Confluence
- Information Operations
- Training and Instruction
- Technical architecture
- Requirements gathering
- Solution optimization
- Stakeholder management
Certification
ITIL V4 Foundation
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
06.2018 - 08.2023
ITIL V4 Foundation
Micro-Certification - Welcome to ServiceNow
Micro-Certification - Service Portal
Micro-Certification - Flow Designer
MBA - Information Technology Management
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
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