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Work experience

Jul 2017Present

Customer Operations

ViaSat Inc

- Key point of network surveillance by monitoring components, troubleshooting problems and resolving impairments.

- Command and control the international broadband services IP network, satellite gateway earth stations, and RF network using advanced systems and tools.

- Play an important part of ensuring the resolution of impacting events within established SLA’s.

- Support the implementation and testing of new services.

- Play a significant role coordinating with engineering teams to implement maintenance activities such as configuration changes and new equipment installs.

Feb 2017Jun 2017

Technical Support Analyst

Gogo Business Aviation

As a key member of the Customer Operations Team, I am responsible for providing the highest levels of service with every single customer interaction. I provide the most efficient and high quality customer and technical support to Gogo Business Aviation customers (OEMs, Dealers and Aircraft Owners/Operators) for all account administrative tasks and Tier 1 level trouble shooting to include equipment configuration and system activation verification. I take absolute ownership and responsibility to every customer every time.

Dec 2011Jul 2016

Technical Support Tier1

Jeppesen, a Boeing Company

Responsible for providing technical support for Jeppesen’s products and services. This include GPS downloads, Flight Planning, EFBs and Mobile Applications. Respond to customer technical support calls, emails, and internal escalations, resulting in a high degree of customer satisfaction. Also responsible for building and maintaining external support knowledge base, resources, and troubleshooting tools.

- Provide quality customer service.
- Serve as key technical support contact point for Jeppesen customers.
- Answer tech support escalations,calls, and emails in an effective, efficient, and friendly manner.
- Maintain working knowledge base and tech support internal troubleshooting websites.
- Send successful resolutions to management and work to develop CRM knowledge base.
- Travel to customer sites and industry trade shows, providing technical expertise and assistance.

- Respond to inquiries, answer questions, and guide customers, dealers, and internal staff through specific procedures to ensure the highest software performance and department goals are met.

- Respond to all inquiries for technical support within defined service level agreements. If research is required on any technical inquiries, communication with the customer is required to update the customer on the status of the request if an immediate answer is not available.

- Enter information into customer resource management tool in order to ensure proper tracking and metric reports are sent to development and/or appropriate business units.

May 2011Dec 2011

International Flight Consultant

World Fuel Services

• Support flight crews in the planning of all domestic and international flights.
• Coordinate FBO services, aircraft handling, crew transportation, hotels.
• Obtain Canadian and Mexican permits, Intl.Overflight permits, Customs and Immigration.
• Ensure that available runway lengths and enroute times do not exceed ACFT capabilities.
• Ensure the appropriate fuel discount is used at each destination, on a per trip basis.
• Review NOTAMs, airport weather services and noise restrictions for each airport.

Jul 2010May 20111

Flight Operations Analyst

Lockheed Martin

•Provide flight operations support at the White Sands Space Harbor (WSSH) on the U.S.
Army White Sands Missile Range (WSMR).

•Develop and apply methods and procedures to enhance flight safety for astronaut flight training.

•Ensure airfield, landing aids and communications equipment are operating to acceptable standards to support flight training.

•Support and operate WSSH Control Tower and Radar indicators to provide flight safety and
aviation weather advisories to NASA scheduled training flights and Space Shuttle support flights.

•Develop and compile flight manuals.

•Assist in improving, evaluating and developing specifications in the activities of flight engineering,
navigation, flight safety and escape procedures, cargo landing, airfield and air traffic control,
radio communications, electronics and avionics.

•Maintain Mapcon Maintenance program software package configuration control and service contract.

Oct 2006Mar 2010

Flight Service Specialist

Lockheed Martin

·Flight planning assistance
·Aeronautical chart reading
·Radar scope monitoring,
·Radio communications with pilots
·Weather data gathering and dissemination

Abilities:
Experience in providing pilots with preflight and in-flight weather information, suggest routes, and other aeronautical information important to the safety of a flight. Relay air traffic control clearances to pilots not in direct communications with a tower or center, assist pilots in emergency situations, and initiate and coordinate searches for missing or overdue aircraft. At certain locations where there is no airport tower or the tower has closed for the day, flight service specialists provide airport advisory services to landing and departing aircrafts. 

Mar 2005Oct 2006

Aviation Safety Assistant

Embry Riddle Aeronautical University

·Assistance in safety and security programming
·Process confidential safety reports submitted by instructor pilots and flight students
·Provide a weekly and daily summary of the total flight incidents for ERAU airplanes
·Responsible of issuing security ramp badges for students and employees 

Aug 2003Mar 2005

Flight Support

Falcon Flight Center

·Dispatching incoming and outgoing flights
·Taxing and refueling aircrafts
·Setting up and maintain flight schedule
·Provide orientation for new customers

Education

Skills

Certifications
Red Hat Certified Engineer CompTIA A+ Certification CompTIA Security+ Certification CompTIA Network+ Certification CompTIA Server+ Certification Microsoft Certified Systems Engineer (MCSE) Microsoft Certified Application Specialist (MCAS)
Platforms
Windows NT 2000 Pro, Windows Vista, Windows 7, MAC OS X
Databases
SQL, MYSQL, ACCESS 
Programming:
C++, Visual Basic 2005, HTML, PHP, XML, JAVA 

References

Mark Bullock

Yvonne Grate

John Sharp

Research Experience

Currently I am working on my Graduate Student Research Project with NASA Ames Research Center. The concept is to use ADS-B aircraft position messages to automatically flight follow non-IFR aircraft and issue an alert, if any aircraft’s flight conditions indicate the aircraft may have crashed. The appropriate flight service supervisor would examine the circumstances. After examination, if circumstances indicate a probable crash or forced landing, the supervisor would initiate SAR procedures. The ability for flight service to exactly direct search and rescue services to a crash site will save millions of dollars each year not to mention the economic value of the lives saved.

Affiliations

Credentials & Awards

Relevant Course Work

- Transcontinental Navigation- Strategic Management   -  Aircraft Systems & Components - Flight Technique Analysis

- Human Factors in ATC- Airline Dispatch Ops   - Electronic Navigation & Flight Control Sys- Technical Physics I, II

- Air Traffic Management I, II, III, IV, - Meteorology I, II

Certifications

May 2005Present

Commercial Pilot with Instrument rating

Federal Aviation Administration
Aug 2006Present

Aircraft Dispatcher

Federal Aviation Administration