Lucy Lugardo
Stevensville,MD
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
11
11
years of professional experience
Work History
Intelligence Advisor
Bluestone Analytics
Charlottesville, VA
02.2023 - Current
- Advises on matters pertaining to cybersecurity, open-source research/intelligence (OSINT), and information technology (IT).
- Explores new and emerging technologies within the cyber and open-source domain.
- Collaborates with account executives and customer success throughout the sales process for active accounts.
- Showcases the value of Bluestone Analytics technology to prospects through demonstration sessions, white papers, and RFI responses.
- Constructs, coordinates, and executes proof of concepts or trial periods for Bluestone Analytics technology.
- Guides customers/clients in realizing the value of our products through initial user training and active engagements.
- Sustains ongoing engagement with new and existing leads.
- Manages and records customer interactions and transactional information in a CRM system.
- Handles customer communication for inbound leads.
- Researches, identifies, and qualifies ideal customer prospects through both inbound and outbound lead generation.
Customer Success Manager
Bluestone Analytics
Charlottesville, VA
08.2022 - 02.2023
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Provided customer onboarding and training to ensure successful product adoption.
- Collaborates with clients to develop and assess plans and deliverables, ensuring alignment with program and project task schedules, costs, and contractual obligations.
- Created reports outlining customer usage and retention metrics.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Assisted sales team by providing technical expertise during the sales process.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Facilitates technical exchange meetings to gather and clarify customer requirements.
Intelligence Analyst
United States Army National Guard
Fort Dix, NJ
06.2013 - 10.2022
- Created and assisted in the production of products such as GRINTSUM, SITTEMP, ECOA, IPB and Mission Briefs
- Conducted strategic trend analysis to determine changes in enemy tactics, techniques, and procedures (TTPs) and strategies
- Utilized maps and charts to visually portray intelligence overview
- Lead Analyst of 30+ soldiers supporting USAFRICOM J2 mission every drill weekend
- Over 1000 MIDB full product review entries updated
- Subject Matter Expert for Delta Company 104th BEB
- Used DCGS-A system to post data, process information and disseminate Intelligence, Surveillance and Reconnaissance information on the threat, weather and terrain
- Collected, reviewed, and processed intelligence information for senior personnel
- Contributed to and supported strategic and operational planning teams developing information operations (IO) and military information support operations (MISO) organizational, personnel, equipment, and fiscal resourcing concepts.
Open-Source Intelligence Analyst
Creative Radicals
McLean, VA
07.2018 - 07.2022
- Managed identity of created personas using social media via unattributed sources using SILO
- Conducted threat analysis, supply chain analysis and thorough vetting via social media, Dark Web, databases and web scraping technology
- Produced comprehensive reports for local/federal law enforcement, employment positions, and US government
- Research new and emerging Open Source Intelligence (OSINT) tactics, techniques and procedures (TTPs)
- Trained and demoed clients in use of OpenIO software
- Created presentations and use cases to reflect collection of data from all sources to represent geolocation, frequency, stats and sentiment statement
- FSR and Client support for OpenIO account license holders
- Created API tokens for data source integration into software
- Assisted in supporting machine learning/artificial intelligence (ML/AI) and natural language processing (NLP) applications
- Collected raw data for ML/AI and NLP in regards to media object detection and adverse text detection
- Used Computer Vision Annotation Tool (CVAT) for tagging and annotating adverse digital images and videos for ML/AI Media object detection tool.
Fusion Analyst/Admin/Joint Implementation Commission Analyst
44th IBCT - KFOR Regional Command-East
Kosovo
05.2019 - 04.2020
- Designated shift lead of intel section in recognition of work quality, consistency, and content
- Trained 8 intelligence analysts in the S2 section to create timely and relevant reports
- Produced 100 INTSUM reports that needed no revision or edits
- Professionally planned and orchestrated missions between joint services and multinational services
- Dedicated to duty and mastery of subject matter help the unit achieve its mission objectives in pre-deployment and deployment activities
- Demonstrated leadership qualities by delegating tasks as needed to complete analytical products
- Applied Open-Source reporting to support mission with Administrative Boundary Line (ABL)
- Participated in collaborative intelligence sharing between multinational services
- Conducted joint patrols of the ABL for compliance and information gathering
- Created and presented weekly briefings to senior leadership.
Intelligence Analyst
Mission Essential
Washington, D.C.
01.2018 - 07.2018
- Monitored existing and developing events for Afghanistan and Pakistan Theater of Operations
- Produced intelligence products to meet planned or tasked production requirements and to support senior U.S
- Policymakers, the Joint Staff, the Office of the Secretary of Defense (OSD), and Combatant Commands for Africa, Europe and the Central regions
- Worked with collection managers to establish persistent analyst collector interaction to develop refined collection nominations for the improvement and efficacy of overt collection
- Maintained daily database for District Center Attacks in the AOR.
DCGS-A Content Manager
The Buffalo Group
Fort Belvoir, VA
11.2017 - 01.2018
- Used DCGS-A tools and databases such as M3, Tactical Entities Database (TED) and MFWS
- Extracted and modify entities into the TED from daily intelligence sources such as TDs and IIRs in support of OIR and OFS
- Created link diagrams for each intelligence report pulled from various data sources for deployed analysts to use as a visual aid.
Intelligence Analyst
Calhoun International
Fort Meade, MD
11.2016 - 11.2017
- Authored strategic, operational, and tactical force disposition analysis for the African continent in support of USAFRICOM J2
- Coordinated with the MARC, J2M, NGIC and 337th Military Intelligence Battalion analysts to produce tailored products for USAFRICOM J2, USARAF G2 and other combatant commands
- Performed daily Modernized Integrated Data Base (MIDB) management of force disposition intelligence information critical to engagement, contingency, and mission planning for African nations
- Supported other analysts in preparation for the Foundational Military Intelligence for the 21st Century (FMI-XX1) regarding Central Africa effort
- Served as SME on key military resources, critical infrastructure, facilities, installations, equipment, and capabilities providing analytical products that support time-sensitive assessments and briefings
- Prepared and presented training/best practices briefings during Reservist/National Guard drill weekends and USAFRICOM surge events
- 200 plus weekly updates to MIDB, 5 Quicklook products published, at least 8-10 IIR evaluations and Source Directed Requirements created per week
- Produced and disseminated imagery-based products of critical facilities in support of the USAFRICOM J23T No-Strike targeting mission.
Education
Bachelor of Science - Intelligence Studies W/ Focus On Cyber
American Military University
12-2024
Open-Source Intelligence Techniques Course -
Intel Techniques by Mike Bazzell
01.2018
OS301 And OS302 -
US ARMY
01.2018
Skills
- TS-SCI w/ CI Poly (SEP 2013)
- Fluent in speaking, reading, and writing in Spanish
- Intelligence collection
- Customer Success
Timeline
Intelligence Advisor
Bluestone Analytics
02.2023 - Current
Customer Success Manager
Bluestone Analytics
08.2022 - 02.2023
Fusion Analyst/Admin/Joint Implementation Commission Analyst
44th IBCT - KFOR Regional Command-East
05.2019 - 04.2020
Open-Source Intelligence Analyst
Creative Radicals
07.2018 - 07.2022
Intelligence Analyst
Mission Essential
01.2018 - 07.2018
DCGS-A Content Manager
The Buffalo Group
11.2017 - 01.2018
Intelligence Analyst
Calhoun International
11.2016 - 11.2017
Intelligence Analyst
United States Army National Guard
06.2013 - 10.2022
Bachelor of Science - Intelligence Studies W/ Focus On Cyber
American Military University
Open-Source Intelligence Techniques Course -
Intel Techniques by Mike Bazzell
OS301 And OS302 -
US ARMY