Jon M. Diaz
Austin,TX
Summary
Field Operations and Technical Leader experienced in delivering complex Counter-UAS and airspace security solutions across defense, government, and enterprise environments. Led high-performing teams and managed large-scale deployments to drive operational success in mission-critical settings. Developed scalable processes to enhance customer satisfaction and foster collaboration between engineering, field operations, and end users.
Overview
20
20
years of professional experience
4
4
Certifications
Work History
Senior Technical Support Engineer
Dedrone by Axon
02.2022 - Current
- Provided Tier 3 customer support across Dedrone's Linux‑based Counter‑UAS platforms; principal engineer for Federal accounts.
- Transitioned support model to include a VIP Customer Program, improving satisfaction and retention among top‑revenue clients.
- Developed and instituted new RMA and support processes that unified Dedrone and Axon operations and reduced turnaround time.
- Mentor junior engineers and deliver training on core systems and troubleshooting techniques.
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
Field Engineer II / Country Lead – Counter UAS
Raytheon
09.2016 - 02.2022
- Managed 16 Field Service Representatives across Afghanistan, Kurdistan, Iraq, and Syria; conducted briefings for military leadership and government contract representatives to ensure alignment on mission objectives.
- Partnered with cross‑functional Engineering and Development teams to test, validate, and deliver the Coyote C‑UAS system on schedule, ensuring all program delivery deadlines were achieved.
- Coordinated logistics, scheduling, and onsite training for Coyote and KuRFS radar systems, enhancing operational readiness for deployment.
- Achieved 100% system operational availability through proactive maintenance and effective issue escalation.
Field Operations Lead
Northrop Grumman / U.S. Department of State
05.2012 - 08.2016
- Oversaw deployment and training for Counter‑UAS systems in forward operations.
- Acted as liaison between Engineering and field teams to resolve issues and incorporate user feedback into next-gen designs.
- Designed and presented technical briefings to command staff; supported operator certification and readiness.
Network / Systems Admin NCO, Battalion S6
U.S. Army
08.2006 - 06.2012
- Supervised and mentored 7 soldiers during two combat tours in Iraq, enhancing IT and communications operations effectiveness.
- Led training programs to improve unit automation and systems security readiness, ensuring operational compliance.
- Demonstrated exceptional team leadership and operational discipline under pressure, fostering trust and cohesion within the team.
Education
Bachelor of Science - Information Security
American Military University
Charles Town, West Virginia07-2028
Associate of Applied Science - Network Systems Administration
Texas A&M Central Texas
Killeen, TX01-2023
Skills
- Incident response management
- Incident resolution oversight
- Technical issue resolution
- Network administration and security
- IT system administration
- Linux command line proficiency
- Remote system analysis
- Technical Documentation
- Project management
- Process Improvement
- Support operations
- Customer Engagement
- Technical Training
- Cross-Functional Collaboration
- Operational Readiness
- Client relationship management
- Backup and recovery strategies
Accomplishments
Awards: 2024 “Above and Beyond” and 2025 Global Services and Support “Critical Champion.”
Certification
CompTIA Security+ CE
Timeline
Senior Technical Support Engineer
Dedrone by Axon
02.2022 - Current
Field Engineer II / Country Lead – Counter UAS
Raytheon
09.2016 - 02.2022
Field Operations Lead
Northrop Grumman / U.S. Department of State
05.2012 - 08.2016
Network / Systems Admin NCO, Battalion S6
U.S. Army
08.2006 - 06.2012
Bachelor of Science - Information Security
American Military University
Associate of Applied Science - Network Systems Administration
Texas A&M Central Texas