Kaylee Nicosia
Joshua,TX
Summary
IT & Operations professional with experience in operations analysis, enterprise system support, workflow monitoring, testing and validation support, documentation, reporting, data validation, issue tracking, and process improvement within large-scale enterprise, logistics, and government-driven environments. Skilled in monitoring system activity, documenting workflows and procedures, tracking issues, validating expected outcomes, supporting change-related activities, preparing reports, and coordinating with technical and operational teams to improve service reliability and operational efficiency. Experienced with Microsoft Office, Excel, Jira/JQL, Power BI, Tableau, SQL, AS400/iSeries, Control-M, EM90, and enterprise operational systems. Strong written and verbal communication skills with the ability to manage competing priorities, support knowledge transfer, document process impacts, and work independently in fast-paced operational environments. Active DoD Secret Clearance.
Professional with strong experience in computer systems and data management. Skilled in operating and maintaining computer hardware and software, troubleshooting technical issues, and ensuring smooth workflow. Known for team collaboration and adapting to changing needs while consistently achieving results. Strong problem-solving abilities, attention to detail, and effective communication skills highly valued by employers.
Overview
9
9
years of professional experience
Work History
Computer Operator - IT & Operations Management
McLane Company
Temple, Texas
10.2024 - Current
- Provide enterprise system and operations support across 80+ divisions by monitoring and managing over 100K automated Control-M jobs, ensuring timely workflow execution, system reliability, and consistent operational support across logistics and distribution environments
- Monitor system activity, job schedules, workflow performance, and service-impacting events in real time to identify failures, delays, system issues, and processing concerns requiring investigation, documentation, or escalation
- Track, document, and escalate operational incidents and system-related requests using Jira/JQL workflows, ensuring accurate ticket updates, issue details, status notes, and follow-through through resolution or handoff
- Support validation of workflow changes, system updates, and operational procedures by reviewing expected outcomes, monitoring post-change activity, identifying issues, and documenting impacts requiring follow-up
- Analyzed system performance metrics to identify areas for improvement and implement solutions.
Supervisor - Security Forces IMA Reservist
United States Air Force Reserve
Buckley Space Force Base, Colorado
04.2023 - Current
- Coordinate and oversee training operations, schedules, task tracking, and personnel readiness requirements for assigned Security Forces IMA personnel, ensuring certification compliance, operational preparedness, and alignment with unit standards.
- Track training completion, certification status, compliance records, performance metrics, and reporting requirements for assigned personnel, maintaining organized documentation used for leadership visibility and operational planning.
- Created an 8-page IMA Welcome Guide and onboarding resource to support new personnel, improve access to unit procedures, and strengthen consistency across training, reporting, and readiness expectations.
- Mentored 4 Airmen on professional development, training expectations, career progression, and military readiness requirements while supporting leadership communication and personnel accountability.
- Supported Expeditionary Readiness Training for 30+ Airmen by assisting with TASER procedures, building-clearing drills, scenario-based exercises, and OPFOR role-play to improve operational readiness.
- Responded to 8–10 security incidents, including traffic accidents, building alarms, and guest badge corrections, while maintaining accurate documentation, communication, and follow-up actions.
- Improved airfield driving preparation by creating a study guide after becoming the first of 12 IMA members certified, contributing to an estimated 10% improvement in pass rates.
Base Defense Operating Center Controller
United States Air Force
Germany, Europe
04.2021 - 04.2023
- Monitored real-time operational, security, and incident activity across 247 square miles and 15+ facilities while coordinating response efforts, tracking active incidents, and supporting mission continuity in a high-pressure operations center environment
- Collected, validated, reviewed, and analyzed operational and incident data from multiple classified and unclassified sources to ensure accurate tracking, documentation, communication, and response actions impacting personnel, infrastructure, and mission readiness
- Produced daily, weekly, and ad-hoc reports aligned with DoD standards, supporting operational performance tracking, trend analysis, situational awareness, leadership-level briefings, and data-driven decision-making
- Coordinated communication across multiple teams, agencies, and leadership channels during incidents, ensuring timely updates, accurate documentation, information verification, documented findings, and efficient resolution under pressure
- Maintained strict adherence to operational procedures, documentation standards, internal controls, and reporting requirements to ensure compliance with regulatory and mission requirements
- Supported operational visibility efforts by maintaining accurate records, reviewing process documentation, monitoring ongoing incident activity, tracking open items, and assisting with operational coordination across multiple environments
Plans & Programs / Vehicle Registration Lead
United States Air Force
Germany, Europe
04.2019 - 04.2021
- Designed and managed structured data collection, document tracking, and reporting systems supporting 65K+ personnel, ensuring accuracy, consistency, efficiency, and compliance across large-scale operational workflows
- Conducted detailed data audits, validation checks, records reviews, and documentation reviews, reducing discrepancies by approximately 30% and improving overall data integrity, reporting reliability, and process control
- Tracked and analyzed operational data trends, documentation issues, workflow inefficiencies, compliance gaps, and reporting discrepancies to identify opportunities for process improvement and operational standardization
- Collaborated with IT teams, leadership, and external partners to streamline reporting processes, improve workflow efficiency, support operational coordination, and strengthen documentation accuracy
- Authored, reviewed, and maintained SOPs, process documentation, handoff materials, and user resources to standardize procedures, support internal review readiness, and promote long-term operational consistency
Customer Service Representative – Corporate Accounts
Mouser Electronics
Mansfield, Texas
10.2017 - 03.2019
- Supported corporate account operations by processing and validating 150+ transactions daily, ensuring accurate order entry, account updates, product details, pricing information, and logistics data across internal systems
- Reviewed high-volume product, pricing, inventory, shipping, and account information to identify errors, discrepancies, incomplete details, and inconsistencies while maintaining accurate customer and operational records
- Conducted cross-system checks across customer accounts, order records, product details, inventory information, pricing data, and internal documentation to support workflow accuracy, reporting consistency, data integrity, and operational efficiency
- Maintained detailed documentation of transactions, corrections, customer updates, order details, and issue resolutions using Microsoft Office and proprietary systems to support accurate records, internal process visibility, and service continuity
- Collaborated with internal teams to resolve order concerns, correct account or product discrepancies, support customer needs, and maintain strong service-level performance, ranking within the top 5% company-wide for accuracy and service outcomes
Education
Bachelor of Science - Computer Science
Louisiana State University At Alexandria
Alexandria, Louisiana12.2026
Associate of Arts - Criminal Justice
Community College of The Air Force
Montgomery, AL06.2021
Associate of Arts - General Studies
Tarrant County College
Fort Worth, TX04.2020
Skills
- Operations Analysis & Support: Operations Analysis, IT Operations Support, System Support, Workflow Monitoring, Operational Support, Service Reliability
- Testing & Validation Support: Functional Validation Support, Regression Testing Support, Post-Change Review, Expected Results Validation, Issue Identification, Quality Checks
- Documentation & Knowledge Transfer: Process Documentation, SOP Development, Configuration-Style Documentation, Impact Documentation, Dependencies Tracking, Knowledge Transfer
- Change & Governance Support: Change Management Support, Version Control, Naming Standards Support, Procedure Alignment, Enterprise Standards Awareness
- Issue Tracking & Escalation: Jira, JQL, Ticket Updates, Issue Tracking, Problem Escalation, Status Updates, Follow-Up Tracking
- Reporting & KPI Support: KPI Reporting, SLA/OLA Awareness, Operational Reporting, Dashboard Reporting, Data Validation, Trend Analysis
- Cross-Functional Coordination: Operational Leader Support, Technology Team Coordination, Vendor Coordination, Stakeholder Communication, Meeting Support
- Tools & Systems: Microsoft Office, Excel, Word, PowerPoint, Outlook, Teams, AS400/iSeries, Control-M, EM90, Mainframe Systems, Power BI, Tableau, SQL
- Programming & Technical Skills: C, Java
Timeline
Computer Operator - IT & Operations Management
McLane Company
10.2024 - Current
Supervisor - Security Forces IMA Reservist
United States Air Force Reserve
04.2023 - Current
Base Defense Operating Center Controller
United States Air Force
04.2021 - 04.2023
Plans & Programs / Vehicle Registration Lead
United States Air Force
04.2019 - 04.2021
Customer Service Representative – Corporate Accounts
Mouser Electronics
10.2017 - 03.2019
Associate of Arts - General Studies
Tarrant County College
Associate of Arts - Criminal Justice
Community College of The Air Force
Bachelor of Science - Computer Science
Louisiana State University At Alexandria