Jimmy Moten
Las Vegas,NV
Summary
Experienced Customer Service Technician with a strong background in technical support and problem- solving. Skilled in resolving complex issues with hardware and software, as well as providing excellent customer service. Adept at training and educating customers on how to use products and troubleshoot issues. Strong background in military operations seeking challenging position that utilizes technical knowledge and experience to provide exceptional customer service and support. Goal-driven individual challenged with inspecting, maintaining and tested turboprop and turboshaft engines, jet engines and small gas turbine engines. Hardworking Aerospace Propulsion Craftsman with a background in troubleshooting and determining appropriate repair procedures.
Experienced with advanced propulsion systems and engine maintenance techniques. Utilizes in-depth knowledge of mechanical and electronic components to ensure reliability and efficiency. Track record of successfully diagnosing issues and implementing effective solutions in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Technician/Section Chief
United States Air Force
12.2022 - Current
- Provide technical support and troubleshooting for hardware and software to 3.4K customers
- Resolved 256 complex issues related to software functionality and hardware performance
- Collaborated with 50 cross-functional teams to develop solutions and improve product reliability
- Trained 94 customers on how to use products and troubleshoot issues
- Documented 1.1K cases and escalate high-priority issues to appropriate team
- Monitored customer feedback and make recommendations for product improvements
- Cross-trained and provided backup support for organizational leadership in 11 regions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Cross-trained and backed up other customer service managers
- Cross-trained and provided backup support for organizational leadership
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Created and maintained detailed database to develop promotional sales
Aerospace Propulsion Craftsman
Air Force
05.2006 - Current
- Diagnosed 491 aircraft engines and determined appropriate repairs needed to correct such issues.
- Reviewed 1.3K drawings and engine blueprints to determine exact locations where issues occurred.
- Troubleshot 32 aircraft fleet mechanical, hydraulic, pneumatic and electrical systems and tested equipment following repairs.
- Removed and installed aircraft subsystem assemblies such as engines, rotors, gearboxes, transmissions, and mechanical flight controls for 56 aircrafts.
- Coordinated and distributed exposure and contamination control procedures.
- Assisted with aircraft and equipment transport and movement.
- Examined and tested aircraft parts, components and systems to verify airworthiness and functionality.
- Documented all inspection and maintenance actions in aircraft forms, IMDS, and FERMS.
- Recorded maintenance actions in aircraft logbooks.
- Read and interpreted aircraft documentation to determine repair feasibility and methods.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed strong communication and organizational skills through working on group projects.
- Applied effective time management techniques to meet tight deadlines.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and fast-paced environment
- Resolved problems, improved operations and provided exceptional service
- Self-motivated, with strong sense of personal responsibility
- Adaptable and proficient in learning new concepts quickly and efficiently
- Gained extensive knowledge in data entry, analysis and reporting
Cyber Security Liaison
United States Air Force, USAF
03.2016 - 10.2022
- Conducted security audits to identify vulnerabilities.
- Developed and maintained incident response protocols to mitigate damage and liability during security breaches.
- Recommend improvements in security systems and procedures.
- Managed relationships with third-party intrusion detection system providers.
- Spearheaded bring your own device program, defining necessary security parameters and designing complementary security deployments.
- Created cybersecurity best practice communications to educate staff against known threats and potential vectors of attack.
- Authored security incident reports, highlighting breaches, vulnerabilities and remedial measures.
- Monitored use of data files and regulated access to protect secure information.
- Reviewed violations of computer security procedures and developed mitigation plans.
- Educated and trained users on information security policies and procedures.
- Administered and monitored firewalls, intrusion detection systems and anti-virus software to detect risks.
- Executed penetration testing to identify security weaknesses and develop disaster recovery plans.
- Drafted security reports and metrics to track security performance and strategize improvements.
- Led teams of up to 82 members in developing and implementing security systems, resulting in 42% fewer threats
- Counseled senior-level management on current privacy and security trends and recommendations to mitigate risk
- Delivered network system upgrade on time, under budget and with minimal service interruption
- Managed data center system upgrades, delivering better reliability and security for server hosting and enterprise applications
- Validated and verified system security requirements definitions and analyzed system security designs
Aerospace Propulsion Instructor
USAF
02.2016 - 09.2022
- Enhanced student learning by developing engaging lesson plans.
- Conducted classroom sessions to promote understanding of complex topics.
- Improved academic performance with tailored instructional strategies.
- Created supportive learning environment for fostering student growth.
- Integrated technology to boost classroom interaction.
- Facilitated group activities, enhancing collaborative skills.
- Provided individualized instruction to meet diverse learning needs.
- Generated interest in subject matter by using creative teaching methods.
- Improved student participation with interactive lesson formats.
- Assessed student progress to inform instructional adjustments.
- Delivered lectures to deepen subject knowledge.
- Encouraged critical thinking through stimulating discussions.
- Enhanced curriculum delivery by incorporating multimedia resources.
- Prepared students for exams with comprehensive review sessions.
- Improved educational outcomes, adapting methods for varied learning styles.
- Mentored students to support academic and personal development.
- Organized educational events to inspire student engagement.
- Assisted in curriculum development to enhance teaching effectiveness.
- Evaluated student work for accurate feedback and guidance.
- Strengthened communication skills by facilitating open dialogue.
- Promoted positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Promoted classroom safety, collaboration, and best practices.
- Tested and evaluated students on materials presented in workshops and classes.
- Taught 6300 hours of instruction for 6 FAA-certified airframes
Technical Support
USAF
02.2016 - 05.2018
- Provided technical support and troubleshooting for hardware and software products to foreign governments
- Collaborated with cross-functional teams to identify and resolve complex issues
- Created and maintained support documents and knowledge base articles
- Trained users and customers on how to use products and troubleshoot issues
- Escalated high-priority issues to appropriate team and followed up until resolution
- Worked closely with sales and engineering teams to identify customer needs and provide feedback
- Certifications:
- CompTIA Security + 2
- Assisted with updating technical support best practices for use by team
- Responded promptly to incoming sales leads and requests for technical support
- Used ticketing systems to manage and process support actions and requests
- Translated complex technical issues into digestible language for non-technical users
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Promoted efficiency among departments with prompt resolution of system issues
- Explained security measures in simple terminology to help users understand malware and phishing threats
- Monitored systems in operation and quickly troubleshot errors
- Identified potential sales and cross-selling opportunities and informed supervisor
- Configured hardware and granted system permissions to new employees
Customer Service Manager
United States Air Force, USAF
07.2012 - 02.2016
- Supervised 192 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Created and reviewed invoices to confirm accuracy.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Followed through with client requests to resolve problems
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Took ownership of customer issues and followed problems through to resolution
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Collaborated with marketing department to launch and manage promotional activities and campaigns
- Kept accurate records to document customer service actions and discussions
- Negotiated contracts with outside carriers to minimize costs to company and customers
- Researched and corrected customer concerns to promote company loyalty
- Created and reviewed invoices to confirm accuracy
- Generated customer satisfaction surveys to analyze results into action plans
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Controlled resources and utilized assets to achieve qualitative and quantitative targets
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Developed and offered unique discount options to drive interest in new product lines
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
Aircraft Support Mechanic
United States Air Force, USAF
07.2009 - 08.2015
- Maintained 912 aircraft ground equipment, fuel handling and facility maintenance.
- Assisted in disassembly, demilitarization, transportation and disposal of remaining aircraft structures.
- Lubricated shafts, bearings, and gears to maintain optimal performance.
- Operated power tools, gauges and testing equipment to adjust, repair, and replace faulty components in aircrafts.
- Performed flight line AFE preflight and postflight requirements.
- Inspected all received aircraft parts to verify compliance with FAA regulations.
- Maintained, repaired and rebuilt aircraft structures and fuel, electrical, and oxygen systems.
- Diagnosed faults and developed resolution plans.
- Evaluated individual aircraft components to identify and troubleshoot issues.
- Assisted in disassembly, demilitarization, transportation and disposal of remaining aircraft structures
- Performed aircraft structural repairs as related to sheet metal and composite structures
- Maintained aircraft ground equipment, fuel handling and facility maintenance
- Performed inspections, functional checks and preventive maintenance on aircraft
- Troubleshot malfunctions in aircraft structure, landing gear, flight surfaces and heating systems
- Recorded maintenance actions in aircraft logbooks
- Collaborated with colleagues in developing and refining maintenance procedures
- Assisted with aircraft and equipment transport and movement
Red Cross Volunteer
USAF
08.2006 - 02.2009
- Assisted affected communities with first aid, emotional support, and essential supplies during natural disasters.
- Promoted health initiatives among vulnerable populations through participation in vaccination campaigns and health promotion efforts.
- Participated in community outreach programs, promoting Red Cross initiatives and increasing public awareness of services offered.
- Provided comfort and care for disaster victims through timely assistance and compassionate support.
- Contributed to the success of fundraising events by organizing activities, soliciting donations, and engaging with attendees.
- Maintained a high level of readiness for disaster response by regularly updating personal training certifications and remaining current on relevant best practices.
- Supported blood donation drives by registering donors, managing logistics, and facilitating a smooth process.
- Supported international relief efforts by working closely with partner organizations to provide aid and assistance where needed.
Machine Operator
Wade Plantation Pecans
01.2005 - 12.2005
- Followed detailed instructions to operate 23 machines with accuracy and produce quality products.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
Education
Master of Science - Information Technology Management
Western Governors University
Salt Lake City, UT12.2024
Bachelor of Science - Business Administration And Management
Columbia Southern University
Orange Beach, AL02.2022
Associate of Science - Business Administration And Management
Columbia Southern University
Orange Beach, AL02.2022
Associate of Applied Science - Aviation Maintenance And Technology
Community College of The Air Force
Birmingham, AL02.2017
Associate of Applied Science - Educational, Instructional, And Curriculum Supervision
Community College of The Air Force
Birmingham, AL02-2017
Skills
- P>Drawings and schematics
- P>Propeller inspection and modifications
- P>Testing and repair
- P>Strong communication
- P>Military maintenance requirements
- P>Knowledge of aircraft hardware and materials and processes
- P>Basic print reading skills and layout skills
- P>Oxygen and aircraft utility systems
- P>MS Office
- P>Multitasking Abilities
- P>Organization and Time Management
- P>Data Entry
- P>Planning and Coordination
- P>Decision-Making
- P>Analytical and Critical Thinking
- Testing and repair
- Fuel injection systems
- Electrical system diagnostics
- Written and verbal communication
Affiliations
- Toastmasters
- American Society of Safety Professionals
- APICS – Association for Supply Chain Management
- Freemason
- Project Management Institute
Personal Information
Title: Tactical Aircraft Maintenance Section Chief
Contact
Las Vegas, NV 89110
Education
Orange Beach, AL,Orange Beach, AL,Montgomery, AL,Montgomery, AL
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 240 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Airworthiness Inspector Certification - International Society of Air Safety Investigators (ISASI).
- General Radiotelephone Operator License (GROL) - Federal Communications Commission (FCC).
- Ground Operations Safety Training – IATA Training.
- Battery Service Support Certificates for Aircraft Technicians– Various Manufacturers.
- Aviation Maintenance Professional Certification Program (AMPCP) - Society for Maintenance & Reliability Professionals.
- FAA Certificated Repair Station Training Program Certificate - Federal Aviation Administration (FAA).
- Helicopter Maintenance Technician Education Program Certification– Helicopter Association International.
- Human Factors in Aviation Maintenance – Various Accredited Providers.
Languages
Japanese
Professional Working
Korean
Limited Working
English
Native or Bilingual
Timeline
Customer Service Technician/Section Chief
United States Air Force
12.2022 - Current
Cyber Security Liaison
United States Air Force, USAF
03.2016 - 10.2022
Aerospace Propulsion Instructor
USAF
02.2016 - 09.2022
Technical Support
USAF
02.2016 - 05.2018
Customer Service Manager
United States Air Force, USAF
07.2012 - 02.2016
Aircraft Support Mechanic
United States Air Force, USAF
07.2009 - 08.2015
Red Cross Volunteer
USAF
08.2006 - 02.2009
Aerospace Propulsion Craftsman
Air Force
05.2006 - Current
Machine Operator
Wade Plantation Pecans
01.2005 - 12.2005
Master of Science - Information Technology Management
Western Governors University
Bachelor of Science - Business Administration And Management
Columbia Southern University
Associate of Science - Business Administration And Management
Columbia Southern University
Associate of Applied Science - Aviation Maintenance And Technology
Community College of The Air Force
Associate of Applied Science - Educational, Instructional, And Curriculum Supervision
Community College of The Air Force