Aggressive and capable leader with outstanding organization and communication skills. Excellent customer service skills, demonstrated by the letters of commendation and appreciation received by the United States Marine Corps senior leadership.
Received a Navy Achievement Medal for identifying more efficient means of performing the section's tasks.
Received Letter of Appreciation for customer service from Colonel James P. Rathbun (Retired) for the assistance provided to the Assistant to the Inspector General of the Marine Corps, Colonel Robert J. Abblitt
Received Certificate of Commendation from the Secretary of the Navy for the training packages implemented.
Coordinated the implementation of two information systems applications to automate processes.
Fujitsu North America
TJ Maxx Service Desk
Subject Matter Expert
Responsible for monitoring call volume, agents in multiple call queues, agents handle time; as well as monitoring agent escalation for quality.
Responsible for calling in escalations and maintaining contact with level two teams in order to manage call volume.
Service Desk Agent
Supported TJ Maxx store network and corporate HR software systems including Oracle and Kronos.
Praetorian Services Group
Responsible for the Midwest region accounts and all employees therein.
Oversaw all clients' needs and developed and updated schedules to meet their needs and improve general security measures.
Computer Sciences Corporation
September 2008 - June 2009
Toyota Financial Systems
Responsible for verifying all agents’ ticket correctness, and witness calls. Maintained the highest average volume of corrected tickets. To include our email processing team, and ticket escalation team.
Maintained communication with the client over the progress of the agents on the desk.
Exelon and Verizon Business
Became Subject Matter Expert on Verizon Business account, responsible for training VB help desk agents and verifying agent ticket correctness and call witnesses.
Held the lowest average call time and most email tickets processed for both desks.
United States Marine Corps
Separations and Retirements Non-Commissioned Officer in Charge (NCOIC)
Responsible for guiding six junior Marines in their daily work and training, to include assignment and review of daily work, physical fitness, basic Marine Corps skills, and Combat effectiveness; as well as guidance in their professional growth as Marines.
Coordinated with the Branch and Manpower Information Systems to develop applications designed to further automate the Branch’s processes, including an application to replace Lotus Notes.
Responsible for the review of all active duty retirement packages being staffed and sent out (3,000-4,000 annually).
Utilized Cognos Impromptu systems to improve functionality and efficiency in the work flow. Resulted in lower unit diary failures and higher rate of return on cases.
Separations and Retirements Team Leader
Responsible for the supervision of six Marines in the Retirements section, more than any other NCO in the branch while not yet being an NCO.
Implemented a physical fitness training package for the Marines to improve their capabilities, which lead to a 25% increase in ability across the board.
Implemented a Basic Urban Skills Training package and tested the Marines on Combat Marksmanship, Small Unit Leadership, Patrolling and other urban combat related situations.
Officer Candidate School Company Clerk
Responsible for the operations management of four platoons (between 70 and 120 Officer Candidates and staff) for two eight week cycles.
Prepared all correspondence for Candidates who failed to meet the requirements of the course, drop on requests, and medical issues.
Supported the Company staff with supplies and information relative to training.
Separations and Retirements Clerk
Responsible for staffing all new requests for officer retirements, modifications and withdrawals.
Created a monthly memo to be reviewed and approved by the general; as well as a separate memo to be sent to Manpower Management, Promotions Branch
Received training in the basic skills of a Marine rifleman, including survival skills and weapons training, gained leadership knowledge and experience.
Attended Personnel Administration School, graduating second in a class of 30 Marines.
2010 - present
2010 - present
Obtained an Associate of Criminal Justice Degree from Collin College, McKinney TX (May 2013)
Executive Security International (www.esi-lifeforce.com) Grand Junction, CO
Graduated with Honors Executive Protection residency course (Fall '09)
Colorado School of Trades, Lakewood, CO
Obtained an Associate of Occupational Studies Degree in Gunsmithing (January 2011)
Park University, Quantico, VA
Attained 48 credits towards an associates in Business Management (2007-2008)
Asp Baton Certified
Taser International Certified