professional summary jessica claire 100 montgomery st 10th floor 555 4321000 resumesampleexamplecom obtain position xxxxxx summary qualifications centralized product service desk manager joint base san antonio randolph air force base supervise 45 personnel oversee support 26000 users site manager graduate training information management system gtims gtims sophisticated aircrew training scheduling standardization evaluation management system gtims training team developed amc functional training courses trainer conducted 250 training sessions 1300 students attending amc team lead 20182019 instrumental standupmanagement 485 amc maf gtims organization supporting 55k users oversee amc database configuration management ensuring standardization 10 gtims databases participate product design reviews provide input functional requirements product designs schedules potential problems responsible testing implementation management amc gtims standardization evaluation initiatives across 80 amc maf bases developed site manager mentoring training program ensuring enterprise service desk personnel maintain highest degree gtims software competency comptia security certified secret security clearance experience 2020 current data systems analyst joint base san antonio randolph tx graduate training management systemgtims centralized product support desk manager supervise four teams comprised 45 personnel undergraduate flying training graduate flying training mobility air forces maf 24x7 centralized product service desk cpsd located aetc manages user issues governmentprovided help desk ticketing systems averaging 32045 ticketsyear review tickets completeness accuracy monitormanage ticket work flow identify provide solutions outstanding tickets create reports metrics service desk measures reporting performance assigns priority user issues identifies criticalhigh issues elevates program management office pmo reports mission impact works subject matter experts sme infrastructure developers troubleshoot code discrepancies towards resolution manages tickets ensure appropriate tier support tier 13 assigned briefs customer service desk status works infrastructure manager team real time knowledge onsite availability gtims application database services interviews service desk candidates oversees new service desk employee training primary contact users field part customer relationship management efforts communicates onsite user pocs include unit commanders reviews customer feedback engages customer support issues travels needed user locations provide troubleshooting support gtims functions user admin levels track respond user issues functional common service applications scheduling functions provide information effective use gtims capabilities provide training new users well training introduces new upgrades functions releases 20142020 data systems analyst dover afb de graduate training management systemgtims training manageramc team lead supervise 13 gtims site support managers daily support 80 worldwide locations 485 organizations 55000 customers one three subject matter experts amc gtims team routinely travel provide gtims user training active duty reserve air national guard components instrumental standup amc maf gtims aircrew operations amc database configuration management 80 bases 485 organizations act gtims subject matter expert providing technical supporttraining 36 amc aetc enterprise service desk personnel developed letter xs ensure esd personnel obtainmaintained required experience level outlined statement works associated gtims contract computer system administrator 800 computers running gtims browser software dover afb provide software designers indepth troubleshooting detailed documentation software test findings develop detailed training plans new software releases act trainer effectively communicated new software concepts ideas air force users via electronic written oral communications methods created detailed user training guides training products well voiceovers training videos facilitate ease use gtims software create weeklymonthly status reports system status reports system upgrade change request software enhancementsystem discrepancy reports certifications comptia security plus skills azure fundamentals areas expertise proficient ms office products program management set priorities identifying critical issues software testingdevelopment excellent written oral communication skills training management briefing usaf headquarters leadership managers managing complex programs computer system administrationit functions work history aviation resource management superintendent us air force air education training command city state 012005 012014 managed unit gtims ground flying academic training syllabus wingsquadron scheduling staneval programs routinely taught gtims classes assigned aviation resource managers supervised overall gtims process planning scheduling execution flying ground training assigned aviators builtmanaged gtims flying hour program wing group squadron level managed aviation resource management profiles gtims interface ensuring accurate documentation flying ground training accomplishment conducted dailyweeklymonthly yearly gtims flying hour program reconciliation maintenance avation resource management instructor us air force air education training command city state 012004 012005 supervised 230 students annually average class load 12 developed course instructions training literature laboratory exercises scenarios researched drafted lesson plans testing materials counseled trained students ranging grades airman basic master sergeant advised leadership concerning student wash back reclassification elimination recommended revisions training material based evaluation curriculum field experiences instructional aides administered special individualized assistance clorent operations scheduler us air force joint special operations command city state 011999 012004 responsible scheduling people alert manning aircraft training area requests oversaw monitored expenditures 4 million operations 15 million aircraft support budget expedited extensive support 150 people five separate organizations routinely dispersed worldwide air force missions prepared organizations training schedule ensuring currency related instruction avoiding conflicts unrelated activities coordinated disaster assistance operations well presenting numerous briefings hurricane severe weather actions education b bachelors degree multidisciplinary studies 2010 liberty university lynchburg va associates degree instructor technology military sciences community college af montgomery al 2005 associates degree aviation resource management 1996 community college af montgomery al aos associates degree weather technology community college af montgomery al 1995