Melissa Hesse

Work History

Adjunct Faculty

Capella University

05.2023 - Current

Deliver instruction on 13+ courses, including OS & Application Security, Cloud Computing Concepts, Implementation, & Security, Security Management & Policies, Assurance Security, Network Design & Engineering, and Internetwork Design and Analysis.
Developed and presented student-centered lessons, ensuring industry standards adherence, while making in-depth curriculum adjustments on the Atlas system to stay current with evolving tech trends.
Integrated state-of-the-art lab experiences and cultivated interactive, cooperative learning spaces using practical applications, real-world scenarios, and modern technologies to enhance student interaction and technical proficiency.
Provided mentorship to aspiring professionals, fostering the development of key competencies essential for success in the technology sector.

Support Enablement Manager

Okta/Auth0

10.2021 - 02.2025

Led strategic planning and execution, aligning team goals with organizational success metrics and driving continuous improvement initiatives.
Designed and delivered scalable training programs for global support roles, including onboarding, certifications, and knowledge gap analysis using platforms like Rise 360, Cornerstone, and Highspot.
Managed learning operations, including scheduling, certification tracking, and executive reporting, to ensure alignment with project milestones and business priorities.
Developed and mentored high-performing teams, promoting collaboration, employee engagement, and leadership growth through coaching and cross-training.
Streamlined processes and workflows, identifying bottlenecks and implementing agile methodologies to improve efficiency and productivity.
Enhanced customer satisfaction and service quality, leading initiatives that incorporated customer feedback, revamped engagement protocols, and improved training.
Built strong cross-functional partnerships, including supplier negotiations, market research-based strategy shifts, and fostering innovation through collaborative brainstorming.
Leveraged data-driven decision-making, utilizing assessment tools and analytics for business insights, risk management, and quality assurance across development phases.

Adjunct Faculty

College of Central Florida

08.2023 - 06.2024

Delivered engaging over fifty lessons on core networking concepts in Network and Router fundamentals, while developing and implementing comprehensive educational materials aligned with current industry benchmarks.
Facilitated interactive, experiential learning by leading lab sessions with Cisco Packet Tracer software, while mentoring and guiding over 150+ students to foster a deep understanding of networking principles.
Conducted thorough evaluations of learning outcomes by implementing a range of assessment methods, including tests, projects, and performance-based evaluations, to ensure accurate measurement of student progress and mastery of key concepts.
Stay updated on the latest advancements in networking technologies and integrate emerging developments into the curriculum to ensure course content remains relevant and aligned with industry trends.

Senior Technical Support Engineer/Technical Trainer

General Dynamics Mission Systems

05.2018 - 10.2021

Led Helpdesk operations and Tier II/III technical support, resolving mission-critical issues, maintaining compliance, and optimizing workflows using Remedy, while spearheading internal initiatives that drove year-over-year improvements in client satisfaction scores and retention through tailored technical support services.
Created executive-level reports on customer trends, team performance, and product feedback, collaborating with cross-functional teams to identify key insights and recommend areas for product enhancement.
Designed and delivered global training programs, including CBTs, e-learning content, and instructional materials for courses like KG-175, KG-75, KG-235, and VIPER, covering system architecture, product implementation, secure communications, and technical support procedures, while also developing self-directed learning materials for flexible employee training.
Mentored team members and clients on secure tech practices, COMSEC procedures, HAIPE connectivity standards, and supported the professional growth of junior engineers, ensuring the delivery of high-quality support services.
Managed secure communications systems (Cisco Call Manager, 802.11 configurations) and served as alternate FSO, enforcing security protocols and compliance standards.
Collaborated with product management teams, providing valuable customer feedback, identifying areas for product improvement, and ensuring training materials were current and relevant to customer needs.
Provided Tier-3 support and SME input, managing escalated issues and working with cross-functional teams to resolve problems efficiently, improving system stability through root cause analysis and preventative measures.
Streamlined workflows and reduced ticket response time by automating routine tasks, optimizing troubleshooting processes, and ensuring all deliverables met deadlines without compromising quality or customer satisfaction.
Established a culture of continuous improvement within the support team by regularly soliciting feedback, implementing suggestions, and creating comprehensive documentation of support procedures and best practices.
Developed and delivered training materials for new hires, conducted train-the-trainer sessions, and provided ongoing support to alumni of technical training programs, enhancing team productivity and reducing onboarding time.
Built and maintained professional relationships with vendors, suppliers, and clients, providing tailored support strategies, and presenting to over 200+ customers at conferences and webinars to integrate key insights into training materials.
Assisted in the development of internal certification programs, staying current with industry trends to ensure training materials remained relevant and aligned with the latest security protocols.

Adjunct Faculty

Howard Community College

08.2017 - 03.2021

Developed and delivered comprehensive encryption and security courses on cryptography, critical management aspects, and secure communications for over 300 students each semester, ensuring high-quality content delivery and engaging learning experiences that align with industry best practices.
Created and designed course materials, presentations, and interactive labs covering key topics such as cryptography, Virtual Private Networks (VPNs), Internet Protocol Security (IPsec), wireless technology innovations, and governing policies over a 16-week semester.
Implemented hands-on labs and real-world scenarios to enhance students' practical skills in cryptography, VPNs, IPsec, and wireless technologies, using visually appealing presentations to simplify complex concepts and improve student comprehension.
Monitored and assessed student progress, providing tailored feedback and support to ensure mastery of complex encryption and networking concepts.
Achieved consistently high student satisfaction ratings, emphasizing clarity, relevance, and practical application of encryption and security concepts.
Integrated current industry trends and governing policies into course materials and discussions, keeping students informed about innovations in wireless tech and emphasizing the importance of compliance and ethical considerations in cryptography and network security.
Facilitated student engagement through regular Q&A sessions, helping students apply theoretical knowledge to real-world situations involving VPNs, IPsec, and other security protocols.

Technical Trainer/Course Development

DoD Training Center

04.2017 - 05.2018

Conducted over 50 dynamic training sessions on certifications such as CISSP, Security+, CEH, ISSMP, ISSAP, and Encryption & Secure Communications, ensuring content aligned with certification and industry standards.
Developed tailored, engaging educational content focused on boosting participant comprehension and preparing them for industry certification exams, such as CISSP, Security+, CEH, and other relevant credentials, ensuring content was aligned with certification exam objectives and industry standards for maximum success..
Collaborated with external clients to design and deliver training that met their specific goals, developed customized learning plans for employees of all skill levels, and ensured optimal knowledge retention and skill development to achieve successful outcomes.
Managed independent workflows to deliver on-time training services, enhanced employee technical skills through comprehensive training modules and hands-on workshops.

Technical Training Team Lead/Director of Training

Hexis Cyber Solutions/WatchGuard Technologies

06.2015 - 05.2017

Independently designed and conducted over specialized training sessions on the HawkEye G and HawkEye AP Threat Detection and Response System, utilizing dynamic presentations and interactive activities to ensure thorough understanding and practical application of malware detection tools for internal teams and external clients, resulting in improved client confidence and enhanced system adoption.
Led training on the HawkEye G Endpoint Security and WatchGuard FireBox firewall systems, focusing on practical skills and system features to enhance network security posture for both internal teams and external clients, contributing to stronger client relationships and increased adoption of security solutions.
Developed comprehensive onboarding guides and targeted learning initiatives to facilitate smooth new hire integration and strengthen client engagement capabilities for Sales Engineers, ensuring effective use of the HawkEye G system and boosting sales capabilities.
Collaborated with Program Management and Product Development teams to ensure training materials were up-to-date, relevant, and aligned with system updates, and tailored content to meet business objectives, ensuring the HawkEye G system was positioned as a strategic solution for clients and partners.
Coordinated training schedules to align with product launch timelines and client preferences, and developed strategies to expand educational reach by incorporating HawkEye G training into college programs and corporate training curriculums, promoting wider industry recognition.
Provided actionable feedback on course development to senior management, identifying opportunities for improvement that led to enhanced training effectiveness and user satisfaction.
Ensured smooth transitions for clients and employees amid organizational restructuring by providing clear, consistent training support to maintain operational continuity and minimize downtime.

Assistant Help Desk/Senior Support Engineer/Instructor

General Dynamics Mission Systems

10.2002 - 06.2015

Led Helpdesk operations and Tier II/III technical support, resolving mission-critical issues, maintaining compliance, and optimizing support workflows using Remedy.
Created executive-level reports on customer trends and team performance, coordinating with cross-functional teams to highlight key insights and resolution outcomes.
Designed and delivered global training programs, including CBTs and scalable e-learning content, covering system architecture, product implementation, and secure communications.
Mentored team members and clients on secure tech practices, COMSEC procedures, and advanced HAIPE connectivity standards.
Managed secure communications systems, including Cisco Call Manager (SCCP) and 802.11 configurations, while serving as alternate FSO to enforce security protocols.
Maintained detailed documentation of client interactions, problem-solving efforts, and resolution tracking for quality assurance and continuous improvement.

Summary

Overview

Work History

Adjunct Faculty

Support Enablement Manager

Adjunct Faculty

Senior Technical Support Engineer/Technical Trainer

Adjunct Faculty

Technical Trainer/Course Development

Technical Training Team Lead/Director of Training

Assistant Help Desk/Senior Support Engineer/Instructor

Education

Doctorate – Management of Organizational Leadership - Information Systems and Technology (DM/IST)

Masters - Computer Information Systems (MSCIS) -

Bachelors - Information Technology (BSIT) -

Skills

Timeline

Certifications

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