Summary
Overview
Work History
Education
Skills
Timeline
Generic

Douglas M Miles

Cheyenne,USA

Summary

Dynamic Veteran Service Officer with extensive experience at the Wyoming Veterans Commission, adept at VA claims assistance and data analysis. Proven advocate for veterans, successfully connecting them with essential benefits and resources. Skilled in case management and community liaison, demonstrating strong communication and analytical abilities to enhance veteran support services.

Overview

32
32
years of professional experience

Work History

Veteran Service Officer

Wyoming Veterans Commission
Cheyenne, USA
12.2024 - Current
  • As a Wyoming Veteran Service Officers (VSOs), I help veterans and their families’ access state and federal benefits, providing assistance with claims, education, and advocacy. I worked to navigate the complex benefits system, connecting veterans with resources and ensuring they receive the support they've earned. In addition, I collaborate with other organizations to serve Wyoming veterans and their families.
  • Assisting with VA Claims: Helping veterans gather evidence, file disability compensation claims, disability pension claims, and other VA benefits.
  • Advocacy: Representing veterans' interests to ensure they receive the benefits they are entitled to.
  • Education: Informing veterans and their families about available state and federal benefits and resources.
  • Case Management: Tracking claims, managing files, and coordinating with other agencies.
  • Community Liaison: Working with local organizations and agencies to connect veterans with resources and support through the Wyoming Veterans Commission.
  • Prepares, develops, requests, receives, reviews, analyzes, evaluates, and submits data into the respective data storage systems to meet state reporting requirements.
  • Required the use of independent judgment and the ability to perform moderately complex technical work with little or no supervision.
  • Makes recommendations with respect to the technical data and reports.
  • Answers technical questions related to policies, procedures, and statutes.
  • Conducts and evaluates moderately complex calculations of Wyoming Veteran Commission programs.
  • Represents Wyoming Veteran Commission in meetings with various State, Federal, public, and private entities.
  • Makes presentations to various interest groups relating to Wyoming’s Veteran Commission programs associated to veteran benefits.
  • Participate in the decision-making process at the mid-management level.
  • Manage multiple moderately complex projects for activities.
  • Analyze moderately complex management and data and draw conclusions.
  • Apply professional judgment in the interpretation of formulas, templates, or standards as applied to technical data or information, and make recommendations based on results.

Retired

Retired
Marquette, USA
05.2019 - 11.2025
  • Retired from the Department of Veteran Affairs to focus on Family and personal health and growth.

Veteran Service Representative (VSR)

Department of Veteran Affairs
Cheyenne, USA
09.2014 - 05.2019
  • As a Veteran Service Representative (VSR), I worked on veteran benefit claims and provided comprehensive services to America's Veterans and their families. I have attained the GS-10 grade level and completed/passed the VSR Skills Certification test. I reviewed benefit programs, entitlement criteria, conducted interviews when necessary for Public Contact, identify issues, gathered relevant evidence, adjudicated claims, and input data necessary to generate the award and notification letters to the veteran describing the decision and the reason for that decision. I have met/exceeded my requirement goals for production since October 2016 and to my retirement in 2019.
  • Served as a primary contact for the veteran and his/her representative or advocate and the decision-maker for compensation or pension claims.
  • Explained the full range of VA benefits and all related programs.
  • Made determinations as to eligibility for the type of benefit sought and fully analyzed, developed, and requested required evidence for certain claims requiring a rating decision.
  • Decided the necessity for and type of examinations, reexamination or opinions to determine the existence of or to evaluate disabilities resulting from diseases or injuries.
  • Developed comprehensive requests for these examinations/opinions to ensure appropriate evidence is received from which to adjudicate the claim.
  • Prepared correspondence to members of Congress and special interest groups on case assignments and other 'controlled' correspondence.
  • Utilized various electronic data processing (EDP) systems for inputting data related to claims adjudication, processing, monitoring, and correspondence preparation.
  • Acted as an advocate for veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims.
  • Reason for Leaving: Retirement

National Service Officer (NSO)

Disabled American Veterans
Denver, USA
10.2008 - 09.2014
  • As a fully qualified National Service Officer (NSO) I provided free, professional assistance to veterans and their families in obtaining benefits and services earned through military service and provided by the Department of Veteran Affairs (VA) and other agencies; federal, state, and local government.
  • Developed specific goals and plans to prioritize, organize, and accomplish clientele workload. Gather and analyzes research data, such as statues, decisions, medical records, legal articles, codes, and documents.
  • Reviewed claims folders and synthesizes relevant information and exercises judgment to determine whether events or processes comply with laws, regulations, or polices.
  • Prepared time sensitive legal and administrative documents including applications for benefits, sworn statements in support of claims, financial disclosures, and appeals.
  • Advocated before military and/or VA hearing panels and boards on behalf of clientele/claimants. Thorough understanding of standard business computers and Microsoft Office software suite, legal and/or medical terminology, business/administrative procedures and systems such as managing clientele files and records and records, cash ledgers, time keeping, and quality customer service assistance.
  • Extensive knowledge of Veteran benefits to include compensation claims, pension claims, and special service connected benefits, vocational rehabilitation and employment services, life insurance, survivor benefits, and VA loans.
  • My competence in adjudicating Veteran's claims is demonstrated through professionalism within Appeal Hearings with Decision Review Officers (DRO) and/or Board of Veteran Appeals (BVA) Judges. This is displayed by my knowledge of the 38 CFR Parts 3 and 4, M21-MR, fast letters and training letters. In addition, I used the medical program EPSS and SDM V which helped me understand medical terms and knowledge while helping me relate the information to my clients, the veterans.
  • My position as a VSO was to help the Veteran interpret the information given to them by the VA. While doing such, I broke down the decisions and successfully explained the benefits granted or denied. In addition, I explained BVA decisions and remands to the Veteran. If the Veteran disagreed with the decision, I analyzed the material and helped the Veteran make a well justified decision to either file a reconsideration with new evidence or file an appeal.
  • My skills in writing is reflected in the common form called 646, or otherwise known as an argument to BVA. I have properly explained the Veteran's argument and provided facts that support the disagreement.
  • I have also written legal arguments for discharge upgrades and for social security benefits. My ability to effectively communicate orally is shown through the many interviews I have conducted over a six year period with the Disabled American Veterans as a VSO.
  • I have performed outreach programs through Harley Davidson events, Homeless Stan downs, disaster relief's, and Transition Assistance Program Seminars (TAPS), all of which include speaking to large groups and one on one with each Veteran to explain their entitlements.
  • I worked with VSRs, RVSRs, and DROs on a daily basis to help process Veteran's claims in a timely manner. My understanding of the common programs such as MAP-D, SHARE, CAPRI, and VBMS help me communicate with the VA employees easier. My professional communication skills have built a cohesive working relationship with VA employees and veterans.
  • My ability to effectively work in a team environment was shown through helping the DAV cover the entire state of Colorado and Wyoming through the DAV Mobile Service Office (MSO) outreach program. This included helping over 500 Veterans during disaster relief outreach.
  • My ability to determine priorities and successfully balance conflicting demands is shown through my everyday triaging of walk in interviews with Veterans, emails to/from Veterans or VA employees, C-file and decision reviews, and corresponding with letters for the Veterans to the VA. I balance everything by understanding the time sensitivity of each priority.
  • Reason for Leaving: Transferred to work directly with the Department of Veteran Affairs in Cheyenne WY.

National Security Background Investigations

Key-Point Government Solutions
Loveland, USA
01.2012 - 07.2013
  • Conducted background investigations for the purpose of determining employment suitability of persons who require access to sensitive or classified U.S. Government information. Each interview was conducted face-to-face with the subject and his/her neighbors, employers, friends, and family. In addition, I performed record searches at police agencies, courthouses, educational institutions, financial institutions, and medical/mental health facilities. After conducting the interviews and gathering additional evidence, I reported all obtained information in a clear and concise report on a government computer system for the Officer of Personnel Management (OPM).
  • A professional demeanor
  • Excellent organizational, scheduling and prioritization skills
  • Maintain high level of confidentiality, ethics and integrity
  • Excellent writing and communication skills and have the ability to communicate well with individuals from various backgrounds
  • Intermediate typing (55+ WPM) and computer skills
  • Excellent written and verbal communication skills
  • Ability to effectively manage time with limited supervision
  • Ability to professionally and effectively interact with a variety of individuals
  • Able to work in a fast-paced changing environment

Team Leader Communications Security Monitoring

U.S. Air Force NATO Information Technical Center
Mons, Belgium
01.2004 - 01.2006
  • Led and supervised seven multi-service international personnel. Planned and conducted deployable monitoring missions as an integral part of Supreme Allied Commander Europe (SACEUR) Force Protection, Information Operations, and Operations Security (OPSEC) Programs.
  • As a North Atlantic Treaty Organization (NATO) International Staff Member, collected, analyzed, and reported the effectiveness of Information Security (INFOSEC) Programs of NATO Headquarters, Regional Command Headquarters, and Combined Joint Task Forces.
  • Performed Communications Security Vulnerability Assessments identifying vulnerabilities related to NATO real-world operations and provided professional guidance, security awareness education, and recommended countermeasures to Multi-national Commanders and INFOSEC Officers.
  • Knowledge of intelligence processes, cycle and organizations.
  • Knowledge of and/or ability to use research tools such as library holdings, photographs, statistics, graphics and maps.
  • Knowledge of the systems, procedures and methods of analyzing, compiling, reporting and disseminating intelligence data; and/or knowledge of organization(s) for and methods of collecting and analyzing intelligence data.
  • Additional Duties: Non-commissioned Officer In Charge of Training and Certification Programs, E-mail monitoring, reporting, and authoring Standard Operating Procedures (SOPs).

Operational Security Planner (OPSEC)

U.S. Air Force 14th Information Warfare Flight
Lompoc, USA
10.2001 - 01.2004
  • Led all Operational Security (OPSEC) program initiatives for Headquarters 14th Air Force and its five subordinate wings IAW Information Operations principles spelled out in Air Force Doctrine Document 2-5 and Joint Publication 3-13.
  • Authored and distributed protective measures for publication in Operations, Functional, and Contingency Plans.
  • Performed detailed OPSEC crisis action planning as necessary to support the global forces and mission of Air Force Space Command.
  • Coordinated scheduling of Electronic Systems Security Assessments for all Numbered Air Force subordinate units.
  • Reviewed concepts of operations and formal agreements to ensure written procedures adequately protect assets. Teamed with wing-level program managers to author critical information lists protecting vital mission resources.
  • Reviewed correspondence and published materials to ensure compliance with established protective measures.
  • Knowledge of intelligence processes, cycle and organizations.
  • Knowledge of and/or ability to use research tools such as library holdings, photographs, statistics, graphics and maps.
  • Knowledge of the systems, procedures and methods of analyzing, compiling, reporting and disseminating intelligence data; and/or Knowledge of organization(s) for and methods of collecting and analyzing intelligence data.
  • Additional duties: Unit Safety Manager, Equipment Account Custodian, and Unit Computer Security Monitor.

Deputy Security Manager

U.S. Air Force 1st Airborne Command Control Squadron
Offutt AFB, USA
10.1997 - 10.2001
  • Provided worldwide support to the President, Secretary of Defense (SECDEF), Secretary of State (SECSTATE), Chairman Joint Chiefs of Staff (CJCS), National Airborne Operations Center (NAOC), Joint Battlestaff, and the Federal Emergency Management Agency (FEMA) on-board the E-4B NAOC aircraft.
  • Responsible for the safety and well-being of all passengers and personnel traveling aboard the E-4B.
  • Personally attend to all executive airlift in-flight requirements during worldwide trips. Responded to short notice natural disasters in the U.S. and its territories with FEMA's National Response Teams.
  • Provided egress training, in-flight meal service, and distinguished visitor support to NAOC mission. Squadron Security Office NCO responsible for security training and overall management of security issues for 365 personnel.
  • Additional Duties: As Examining NCO, Reviewing NCO, and team member, inspected travelers, conveyances, and accompanying baggage and other articles subjected for additional attention and to facilitate processing for legitimate international travelers.
  • In situations involving a wide variety of conditions and complexities, made on-the-spot decisions and took action concerning situations that may provide evidence of smuggling, fraud, terrorism, or other violations.
  • Performed a full range of Host Nation customs duties. Prepared entry documents for personal importations by authorized DoD members of the force.
  • Retained goods not authorized for import into US. Released free and non-dutiable goods. Detained questionable items of a dutiable nature, for US. Monitored inbound DoD cargo to insure compliance with US laws and regulations.

Electronic Systems Security Analyst

U.S. Air Force 68th Information Operations Squadron
Brooks AFB, USA
08.1993 - 10.1997
  • Conducted Information Warfare through dedicated efforts to conduct command and control protection missions in support of DoD organizations.
  • Performed Electronic Systems Security Assessment duties during routine missions, contingency operations, Joint Chief of Staff, MAJCOM, Field Operating Agency, and Allied Exercises.
  • Conducted telecommunications nodal analysis to determine critical vulnerabilities.
  • Analyzed DoD communications to identify and report sensitive or classified information meeting critical reporting criteria.
  • Used software utilities to identify malicious logic (virus) and unauthorized software affecting computer security.
  • Identified system connectivity and assessed system vulnerabilities.
  • Applied cryptologic material-handling procedures and TEMPEST standards to determine program compliance with current directives.
  • Authored comprehensive mission reports and briefed results to supported commanders and senior leadership.
  • Knowledge of intelligence processes, cycle and organizations.
  • Knowledge of and/or ability to use research tools such as library holdings, photographs, statistics, graphics and maps.
  • Knowledge of the systems, procedures and methods of analyzing, compiling, reporting and disseminating intelligence data.
  • Knowledge of organization(s) for and methods of collecting and analyzing intelligence data.

Education

Bachelor of Art - Public Safety Management

Cross Accredited - National Accredited County Veteran Service Officers

Cross Accredited - American Legion Veteran Service Officer

Cross Accredited - Veteran of Foreign Wars Veteran Service Officer

Accredited - Wyoming Veteran Service Officer

Skills

  • VA claims assistance
  • Data analysis
  • Advocacy techniques
  • Community liaison
  • Case management
  • Benefit eligibility

Timeline

Veteran Service Officer

Wyoming Veterans Commission
12.2024 - Current

Retired

Retired
05.2019 - 11.2025

Veteran Service Representative (VSR)

Department of Veteran Affairs
09.2014 - 05.2019

National Security Background Investigations

Key-Point Government Solutions
01.2012 - 07.2013

National Service Officer (NSO)

Disabled American Veterans
10.2008 - 09.2014

Team Leader Communications Security Monitoring

U.S. Air Force NATO Information Technical Center
01.2004 - 01.2006

Operational Security Planner (OPSEC)

U.S. Air Force 14th Information Warfare Flight
10.2001 - 01.2004

Deputy Security Manager

U.S. Air Force 1st Airborne Command Control Squadron
10.1997 - 10.2001

Electronic Systems Security Analyst

U.S. Air Force 68th Information Operations Squadron
08.1993 - 10.1997

Bachelor of Art - Public Safety Management

Cross Accredited - National Accredited County Veteran Service Officers

Cross Accredited - American Legion Veteran Service Officer

Cross Accredited - Veteran of Foreign Wars Veteran Service Officer

Accredited - Wyoming Veteran Service Officer

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