Tiffany Hernandez

• Developed and implemented strategic plans for the organization.
• Directed staff in the accomplishment of organizational objectives.
• Monitored and evaluated program effectiveness, making adjustments as necessary.

· Lead distributed teams across operational environments.

· Identify and research technologies to address capability gaps for emerging threats, attack methods and evolving tactics, tactics and techniques; moreover, process improvements.

· Conduct industrial design and development to create technical capabilities that offer solutions.

· Recommend Company investments in capabilities to provide big data analytics and development of integrated solutions.

· Provide technology integration support. Integrate technology across disparate systems.

· Managed tasks/project facilitation and interfacing regularly with senior government officials.

· Established and maintained good working relationships in all levels of the organization, including customers, prime contractor organizations, internal management and support organizations.

· Experience with the management and execution of large-scale software development and sustainment effort(s) similar in scope and complexity to the DoS requirement. Experience shall include contract support for an organization comparable to 85-350 Full-Time-Equivalent (FTEs).

· Management of information technology operations which encompass agile/iterative development, integration, and systems analysis in diverse operating environments.

· Technical experience (Program or Deputy Program Manager) in information technology with experience as a manager or Deputy Manager of a minimum of two large scale operations and/or Agile SAFe SW development projects.

· Demonstrated program management experience in large Federal Government information technology environments.

· Develop new and innovate solutions for customer integration and enhancement.

· Develop, validate, prioritize, and track technology requirements.

· Identification and development of mission enhancement opportunities.

· Lead sessions to facilitate the building of user stories to decompose government established requirements and all other duties required by the government.

· Possess strong oral and written communications skills, present/represent the customer’s positions in conferences, working groups, and planning sessions.

· Communicate new requirements or systems deficiencies via papers, meetings, gap analyses, and troubleshooting/ diagnostic efforts.

· Develop research papers and presentations.

• Provides operational management of all work on the NCI Service Delivery Contract. This includes responsibility for performance of Network Services; Data System and Application Services; Cybersecurity Services; Communication Security (COMSEC) Services; Enterprise Customer Service Desk Services; Enterprise Architecture, Service Management, and Service Design Services; Project Management Services; Logistics and Warehouse Services; and Administrative and Technical Services.
o This includes responsibility for performance of End User Device Teams, tier 0/I/II support Services.
o Manage the enterprise-wide customer ITSM which will enter, acknowledge, track, and resolve individual and site requests, incidents, and problems including laptop computing, mobility devices, printers, peripheral devices, network and datacenter hardware and software, and COMSEC equipment.
o Ensure all data recorded in tickets is clear and descriptive to facilitate ticket assignment, troubleshooting, and resolution.
o Ensure that service is available 24x7x365, including during battle assembly weekends, contingencies, emergencies, and Command mission support operations.
o Ensure all data recorded in tickets is clear and descriptive to facilitate ticket assignment, troubleshooting, and resolution.
o Provide Tier 2 assistance. Establish and maintain a list of “How To” selections for an end user to resolve their own issue first.
o Report metrics in a weekly scorecard.
o Provide customer assistance and training on software and hardware operations.
o Ensure the timely process through which problems are controlled, including problem recognition, research, isolation, resolution and follow-up steps.
o Provide guidance/training for less experienced personnel.
o Assign corrective action requirements.
o Develop and manage training in accordance with established corrective priority categories.
o Coordinate system trouble reports with database analysts, system and application programmers, and functional database managers.
o Ensure compliance with electronic and physical security procedures and standards.
• Under indirect supervision, oversees the operational planning, establishment, execution, and evaluation of a multifaceted program consisting of a set of closely related subprograms and associated activities.
• Assists with the fiscal, operational, administrative, and human resources management of the program.
• Provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise.
• Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments.
• Ensures projects are completed on time and within budget.
• Acts as advisor to program team regarding projects, tasks, and operations.
• Relies on extensive experience and judgment to plan and accomplish goals
• Directs and controls activities, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met.
• Interactions involve client negotiations and interfacing with senior management.
• Plans, initiates, and manages information technology (IT) projects.
• Serves as liaison between business and technical aspects of projects.
• Monitors progress to assure deadlines, standards, and cost targets are met.
• Monitors the project to ensure work scope, schedule, and budget are well defined and maintained.
• Oversees all aspects of the program as it relates to NCI Service Delivery and Tier II Teams.

• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Created monthly reports for senior management summarizing operational performance metrics.
• Coached, mentored and trained team members in order to improve their job performance.
• Established processes to ensure efficient workflow throughout the organization.
• Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
• Initiated new projects that resulted in increased productivity across all departments.
• Maintained up-to-date records of employee attendance, payroll information, vacation requests.
• Implemented new technologies to streamline operations, reduce costs, and improve customer service.
• Coordinated cross-departmental projects to ensure timely and successful completion.

· Delivered an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the Joint Service Provider (JSP) user community.

· Deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments

· Develop or modifies plans, policies, and procedures tailored to the complexity and scope of the developmental or operation needs for systems, groups, departments, Techs and users.

· Providing users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded.

· Overseeing all aspects of Service Desk operations including plans, implementations, deployments, support and maintenance functions.

· Ensuring timely, accurate, and complete assistance to JSP users in the areas of IT Technical Support, PC support, desktop applications, printers, tablets, mobile, and accounts; according to set Service Level Agreements and IT procedures

· Monitoring IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate

· Providing strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals

· Functioning as the principal representative of the end-user community and represents its views and changing needs back to the IT operations

· Implementing applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve JSP's IT operations maturity level and move to a more customer-centric support focus for all IT services

· Oversee desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed in consultation with IT senior management, establishing, communicating, and monitoring IT support service level agreements (SLAs)

· Establishing and managing procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources

· Delivered an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the Joint Service Provider (JSP) user community.

· Deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments

· Develop or modifies plans, policies, and procedures tailored to the complexity and scope of the developmental or operation needs for systems, groups, departments, Techs and users.

· Providing users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded.

· Overseeing all aspects of Service Desk operations including plans, implementations, deployments, support and maintenance functions.

· Ensuring timely, accurate, and complete assistance to JSP users in the areas of IT Technical Support, PC support, desktop applications, printers, tablets, mobile, and accounts; according to set Service Level Agreements and IT procedures

· Monitoring IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate

· Providing strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals

· Functioning as the principal representative of the end-user community and represents its views and changing needs back to the IT operations

· Implementing applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve JSP's IT operations maturity level and move to a more customer-centric support focus for all IT services

· Oversee desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed in consultation with IT senior management, establishing, communicating, and monitoring IT support service level agreements (SLAs)

· Establishing and managing procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources

· Responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management.

• Managed service desk operations, including handling customer inquiries and complaints.
• Provided technical support to customers via phone, email, or chat.
• Developed and implemented processes for effective incident management.

· Delivered an outstanding level of customer service by providing direct Tier I and Tier II Customer Service Center support to the Joint Service Provider (JSP) user community.

· Deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments

· Develop or modifies plans, policies, and procedures tailored to the complexity and scope of the developmental or operation needs for systems, groups, departments, Techs and users.

· Providing users efficient and timely first and second level support to ensure that service levels are achieved in line with the contract, and that customer expectations are met or exceeded.

· Overseeing all aspects of Service Desk operations including plans, implementations, deployments, support and maintenance functions.

· Ensuring timely, accurate, and complete assistance to JSP users in the areas of IT Technical Support, PC support, desktop applications, printers, tablets, mobile, and accounts; according to set Service Level Agreements and IT procedures

· Monitoring IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate

· Providing strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals

· Functioning as the principle representative of the end-user community and represents its views and changing needs back to the IT operations

· Implementing applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve JSP's IT operations maturity level and move to a more customer-centric support focus for all IT services

· Oversee desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed in consultation with IT senior management, establishing, communicating, and monitoring IT support service level agreements (SLAs)

· Establishing and managing procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources

· Responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management.

•  Direct staff in recognizing, identifying, isolating, and resolving problems with information systems products and services. (40+ staff 24/7)
   Manage the field team whom support the client in the field with hands on support.
   Develop, motivate, evaluate and coach staff on work procedures, proper call handling, proper field handling, and team work with all End-User Support Technicians and back shops to deliver excellent customer service.
   Scheduled on site visit with our clients per client’s contract or one-off visits.
   Responsible for the effective implementation of policy and process "End-User Support”
   Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.
   Reporting on ticket trends and status of open vs resolved tickets.
   Responsible for monitoring/development of team to achieve and exceed client’s objectives.
   Formulate reports and provide daily updates surrounding team production to upper management and respective team.
   Communicate customer risk and concerns to team leaders and upper management consistently.
   Set priorities for the team to ensure task completion and performance goals are met, such as quality, adherence and quotas.
   Create SOP, Policy, Procedures, and How too documentations for the customers for self-service and create a knowledge base for the technicians.
   Interview, Screen, and Hire candidates for the End-User Support Team/Department.

• Manage all activities (executed statement of work) related to the Division Heads operational CRQs within the ITSM and CM process
• Asset Management for Hardware & Software (full life cycle): Remedy Reporting:
• Process to control of configuration items (CI) software system, document, infrastructure requirement, and tool type Command and Control Support Agency (CCSA) baselines
• Consistent application of 5 configuration management (CM) disciplines:
• Configuration Identification (CI): consists of setting and maintaining baselines, which define the system or subsystem architecture and components
• Changes to any system CI are identified, documented, and tracked through design, development, testing, and final delivery
• Change Control: Management of CCSA Change Advisory Board (CAB) includes the evaluation of all change-requests and change-proposals, and their subsequent recommendation for CCB adjudication
• It covers the process of controlling modifications to the system's design, hardware, firmware, software, and documentation CIs
• Configuration Control: CCSA Configuration Control Board (CCB), responsible for approval of baseline changes to software system, document, infrastructure requirement, and tool type CI changes
• Configuration Status Accounting: process to record and report configuration item descriptions (e.g., hardware, software, firmware, etc.) and all departures from the baseline during design and production
• Configuration Verification and Audit: is an independent review of hardware and software for the purpose of assessing compliance with established performance requirements, commercial and appropriate military standards, and functional, allocated, and product baselines
• Supported the releases processes and procedures via facilitation of CCB procedures and the distribution of deployment packages for implementation
• Direct staff in recognizing, identifying, isolating, and resolving problems with information systems products and services
• Responsible for the effective implementation of the process "Service Desk and Incident Management” and carries out the respective reporting procedure
• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
• Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions
• If possible make temporary solutions (Workarounds) available to helpdesk floor, developing final solutions for Known Errors to Incident Management
• Established and implement policies and procedures; aiding in efficiency, Customer Advocacy, and meeting SLAs within the SOW
• Direct the installation, testing, and setup of new hardware and software and recommends new hardware and software as needed
• Maintained current knowledge of relevant technologies as assigned and participates in special projects as required
• Developed and implemented configuration management processes to ensure compliance with departmental standards.
• Analyzed system requirements and developed strategies for effective configuration changes.
• Performed periodic audits of system configurations to identify discrepancies or potential risks.

• Manage all activities (executed statement of work) related to the staffing and operation of an information systems help desk, customer support desk, ADPO, ADMP and Remedy Team
• Supervise assigned staff, which may include subordinate supervisors, in support of networked and stand-alone computer users and systems (team of 9)
• Direct staff in recognizing, identifying, isolating, and resolving problems with information systems products and services
• Responsible for the effective implementation of the process "Service Desk and Incident Management” and carries out the respective reporting procedure
• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
• Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions
• If possible make temporary solutions (Workarounds) available to helpdesk floor, Developing final solutions for Known Errors to Incident Management
• Plan and implement software and/or systems upgrades and modifications
• Established and implement policies and procedures; aiding in efficiency, Customer Advocacy, and meeting SLAs within the SOW
• Studied and project support resource requirements, including personnel, software, equipment, and facilities and makes recommendations to management
• Direct the installation, testing, and setup of new hardware and software and recommends new hardware and software as needed
• Maintained current knowledge of relevant technologies as assigned and participates in special projects as required.

• Comprehensive knowledge with Video Teleconferencing (VTC) service and support to include scheduling, monitoring, administrative support and technical assistance to Video Teleconference customers
• Managed the Video Networks for resource availability and conflicts
• Ensure compliance with VTC network security policies and procedures
• Assist in the development of the Rules of Engagement (ROE), and policies and procedures as they pertain to the VTC environment
• Possess understanding of H323 Protocol Stack
• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
• Research the root-causes of Incidents and thus ensures the long-term elimination of interruptions
• If possible make temporary solutions (Workarounds) available to team members, Developing final solutions for Known Errors to the Knowledge Management Team
• Comprehensive knowledge of network topology, along with VTC network hardware and software tools listed above
• Comprehensive knowledge of operating systems and applications as they pertain to the VTC environment
• Provided work leadership to lower tier level personnel and assume supervisory responsibilities if necessary
• Interface with vendors to ensure proper performance of tools and software packages
• Process Authorized Service Interruptions (ASIaposs) as directed by GDIT Management
• Provided after Action Reports (AARs) for Problem Management resolution
• Participates in special projects as required by GDIT Management.

• Oversaw job requisition life cycle and crafted announcements for open positions
• Utilized eRES, Resume Ware, iCIMS, and PeopleSoft throughout requisition life cycles
• Leveraged LinkedIn and Facebook for advertisement of vacancies
• Distributed promotional flyers at community libraries, educational institutions and job fairs
• Responded to inquiries from public, employees, and external agencies about job openings
• Evaluated prospective candidates to determine qualifications and capabilities
• Supported team members with immediate recruitment needs on their projects
• Screened candidates; provided recommendations to hiring manager based on resumes, prescreen notes, interview notes, GDIT compensation chart
• Developed and implemented effective recruitment strategies to source qualified IT professionals.
• Identified, assessed and evaluated potential IT candidates for various roles in the organization.
• Drafted job descriptions for IT positions based on organizational needs and requirements.

• Evaluating, interviewing, and screening external and internal candidates; for employment with The Enterprise Service Desk; recommendations provided to hiring manager for job position based of resume and interview notes and GDITs compensation chart
• Maintains proven leadership qualities and communication skills to manage simple and complex operations, with a focus on continuous improvement, problem management, quality and efficiencies
• Identifies close performance gaps, analyze trends, and manage performance/projects to completion
• Responsible for the effective implementation of the process "Incident Management and Problem Management” and carries out the respective reporting procedure, and metrics reporting for SLAs and technicians optimal level of support
• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
• Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions
• If possible make temporary solutions (Workarounds) available to helpdesk floor, developing final solutions for Known Errors to all teams
• Provide outstanding innovative ideas to enhance work load from working harder to smarter by ways of automation
• Interfaces and maintains great professional relationships with departments and customers in support of the program and mission goals
• Eases communication, problem solving support across cross-functional teams, provide information efficiently to all managers and lead levels on the progress of outstanding issues, training, and projects
• Property Accountability Hand Receipt Holder of equipment valued over $450,000.00
• Provide technical assistance to operational floor in real time, assisting agents on phone calls; attend IC DTE COE meetings, provide phone support to aid in the ASA Programs SLA
• Received outstanding performance as a program on PBC (Performance Based Contract) 29 out of 30 points awarded.

• Supervises a team of six individuals with advanced technical skills that range from tier 0-3 support, scripting capabilities, developing tools, and extensive research and improvement
• Lead special projects to completion; finished 6 projects to aid in Account Creation Process from 8 days to 3 days for network and web application account exceeding our SLA
• Evaluating, interviewing, and screening external and internal candidates; for employment with The Enterprise Service Desk; recommendations provided to hiring manager for job position based of resume and interview notes and GDITs compensation chart
• Identifies close performance gaps, analyze trends, and manage performance
• Delegate tasks and responsibilities, coaching, mentoring, motivating team members, affirmative action and accountability of work
• Interfaces and maintains great professional relationships with departments support the program and mission goals
• Eases communication, problem solving support across cross-functional teams, provide information efficiently to all managers and lead levels on the progress of outstanding issues, training, and projects
• Assists in reviewing of generated weekly, monthly, and quality reports for analysis, to ensure the Service Desk is performing to expectations and identifying areas for improvement
• Responsible for the effective implementation of the process "Service Desk and Incident Management” and carries out the respective reporting procedure
• Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels
• Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions
• If possible make temporary solutions (Workarounds) available to helpdesk floor, developing final solutions for Known Errors to Incident and Knowledge Management
• Received outstanding performance as a program on PBC (Performance Based Contract) 29 out of 30 points awarded.

• Collaborated with Operations Manager and Help Desk Manager to optimize employee performance
• Maintaining leadership qualities, communication and manage simple complex operations (Consulted on best solutions, for customer and government)
• Conducting thorough evaluations and interviews of candidates for employment with The Enterprise Service Desk
• Gave insights into training program, policy and procedures
• Formulated role for improving Incident and Problem Management
• Analyzed weekly, monthly, and quality reports to maintain Service Desk performance expectations
• Achieved near-perfect score on performance-based contract with 29 out of 30 points
• Created detailed project plans with timelines, deliverables, and resources needed.
• Conducted workflow analysis, space design or cost comparison analysis.
• Maintained audit trail and statistical records of problems and conditions reported by client.
• Supervised and directed workers engaged in installation of data communication equipment and software.

• Oversaw group performance, maintaining alignment with customer goals and program requirements (11 FTEs).
• Contributed to outstanding customer satisfaction across the enterprise through effective team motivation.
• Worked day shift on the ICE 2 contract Service Desk; troubleshoot customer issue over the wire for FCR. 97% customer satisfaction rate. (November 2010 – June 2011)
• Implemented standards ensuring consistent application of security measures across the organization
• Installed, configured, maintained and administered multiple operating systems including Windows Server 2008, 2012, 2016,.
• Monitored systems performance to identify potential issues and provided solutions as needed.
• Created and managed budgets for travel, training, and team-building activities.
• Proposed or approved modifications to project plans.
• Analyzed business performance data and forecasted business results for upper management.
• Planned and led team meetings to review business results and communicate new and ongoing priorities.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Managed risk by developing and implementing effective risk management strategies.
• Established and monitored KPIs to evaluate performance and identify areas for improvement.
• Oversaw daily operations, maintaining efficiency and quality standards.

• First responder to high level military personnel network, server and computer issues, with an outstanding closure rate
• Resolution Rate over 97.7%, with customer satisfaction of 98.5%
• Assisted with developing policies and procedures related to technical support operations.
• Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
• Performed routine maintenance checks on servers and other components in order to ensure optimal performance levels were achieved.
• Coordinated with vendors regarding the purchase of replacement parts or upgrades when needed.
• Devised incisive workarounds and resolutions for IT-related problems.
• Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
• Created detailed reports on system performance and user feedback for management review.
• Maintained up-to-date documentation of all computer systems, networks, and peripherals.
• Developed customer service standards for the help desk team.
• Assigned tasks and monitored progress of help desk staff.
• Developed reports to track customer satisfaction with help desk services.
• Maintained up-to-date knowledge of hardware, software, and other technology solutions used by the organization.
• Trained new employees on support processes, procedures, and knowledge base.
• Evaluated organization's technology to recommend upgrades for hardware and software.
• Reviewed program plans to develop and coordinate activities.
• Procured IT resources for strategic and operational computing requirements.
• Reviewed and approved project plans prior to implementation.
• Recruited, trained and supervised IT department staff.
• Examined metrics and prepared IT project progress reports.
• Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.

• Second-to-none, , with a FCR/rover response to base personnel
• Configuration of software/hardware and network upgrades and troubleshooting
• First Call and First Response Resolution Rate over 96.8%, with customer satisfaction of 98.9%
• Documented processes for configuring new systems in accordance with established standards.
• Documented repair processes and helped streamline procedures for future technical support actions.
• Guided customers through step-by-step solutions in a clear and concise manner.
• Performed regular maintenance on servers and other computer equipment.
• Managed databases, network infrastructure and system controls.
• Developed data security and disaster recovery procedures.
• Managed backup, user account and helpdesk systems.
• Examined metrics and prepared IT project progress reports.
• Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
• Created detailed reports on system performance and user feedback for management review.
• Maintained up-to-date documentation of all computer systems, networks, and peripherals.

• Excellent problem detection abilities, help recognize malfunctioning/errors
• Flawlessly demonstrated capability to install, repair/update existing technical set up
• First Call and First Response Resolution Rate over 92.9%, with customer satisfaction of 97.9%
• Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
• Created detailed reports on system performance and user feedback for management review.
• Maintained up-to-date documentation of all computer systems, networks, and peripherals.

• Developed and implemented specialized procedures for customer service operations.
• Generated reports to track performance metrics of team members.
• Provided technical support for customers in resolving complex issues.
• Coordinated with other departments to ensure efficient workflow processes.
• Created training materials for new hires on the company's procedures and policies.
• Oversaw quality control to identify inconsistencies and malfunctions.
• Evaluated needs of departments and delegated tasks to optimize overall production.

• Provided assistance to the Air Force Recruiters office in Brunswick, GA: by networking and enlisting individuals to join the USAF
• (Continued efforts throughout my life cycle via social media outlets and friends/family
• Ensuring I provide accurate information, as time has changed from when I was on active duty.)
• Performance ensured the smooth operation of technical set up of the Squadron, make alterations of existing technical set up
• Identify needs and requirements of the Squadron projects and AFIs
• Liable for the entire Squadrons IT equipment ($2 million)
• Provided guidance to the organization on installing and repairing the technical system, ppdate the existing technical configuration to imbibe the innovations
• Performed other duties as prescribed by the Squadron Commander related to Administrative needs i.e
• Orders, training, in processing and out processing personnel.
• Developed and implemented specialized procedures for customer service operations.
• Generated reports to track performance metrics of team members.