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Click here or scroll down to respond to this candidate Candidate's Name
Frederick, MD Street Address | USA EMAIL AVAILABLE PHONE NUMBER AVAILABLE
PROFESSIONAL SUMMARY
Results-driven professional with extensive experience in technical support, sports facilities management, and professional sports,
seeking to leverage a diverse skill set in information security and regulatory compliance. Demonstrated ability to resolve complex
technical issues, manage and maintain large inventories, and oversee comprehensive safety inspections. Proven track record in
implementing innovative programs, enhancing customer satisfaction, and generating significant revenue. Adept at collaborating with
cross-functional teams, leading training sessions, and ensuring adherence to stringent safety and operational standards. Committed to
utilizing a meticulous approach to security assessments, compliance management, and risk mitigation to support organizational goals
and enhance overall security posture.
EDUCATION & CERTIFICATIONS
Bachelor of Science in Sport and Fitness Management | Troy University
Certified Security+ | CompTIA | Certified Network+ | CompTIA, In Pursuit
Certified A+ | CompTIA, In Pursuit | Certified IT Support Professional | Google, In Pursuit
PROFESSIONAL DEVELOPMENT
Technical Support Excellence: Gained extensive experience in resolving complex technical issues, enhancing customer satisfaction,
and providing seamless integration support for various systems.
Inventory and Equipment Management: Demonstrated proficiency in managing and maintaining large inventories and equipment,
ensuring optimal condition and availability for operational needs.
Safety and Maintenance Oversight: Conducted comprehensive safety inspections and maintenance checks, resulting in significant
improvements in safety and operational efficiency.
Program Development and Implementation: Engineered and implemented innovative programs, such as intramural sports leagues
and Esports gaming leagues, increasing participation and engagement.
Leadership and Team Collaboration: Led cross-functional teams, chaired advisory councils, and supervised staff and volunteers,
ensuring cohesive and efficient operations.
Event Planning and Execution: Coordinated and executed major events, working with high-ranking officials and community leaders
to enhance community engagement and morale.
PROFESSIONAL EXPERIENCE
Tech Support Specialist October 2022 - October 2023 / 40hrs.
Call Rail | Atlanta, GA
As a Tech Support Specialist at Call Rail, I delivered exceptional first-level technical support to end users, specializing in resolving
complex technical issues and ensuring customer satisfaction. My role required adeptness in troubleshooting, a strong understanding of
proprietary software and applications, and the ability to provide seamless integration support with various CRM systems. My tenure
was marked by proactive issue identification, efficient escalation processes, and maintaining an up-to-date knowledge base of company
products and services. I consistently met and exceeded company-wide goals, evidenced by outstanding customer feedback and
evaluations. My contributions were pivotal in enhancing user experience and operational efficiency through insightful inputs to
development teams and the creation of troubleshooting scripts.
Key Achievements:
Resolved Technical Issues: Effectively resolved over 90% of technical support tickets on first contact, significantly reducing
downtime for end users and improving overall customer satisfaction.
Enhanced Customer Support: Maintained a customer satisfaction rating of over 95% by delivering clear, concise, and
empathetic support, ensuring users felt valued and understood.
Streamlined Escalation Processes: Developed and refined escalation protocols that reduced average resolution time by 25%,
ensuring timely handling of more complex issues.
Proactive Issue Identification: Identified and documented recurring technical issues, providing actionable insights to
development teams, leading to a 15% reduction in similar future incidents.
Training and Knowledge Sharing: Conducted training sessions for new hires and peers, improving overall team performance
and knowledge retention, contributing to a more cohesive support team.
Customer Integration Assistance: Facilitated seamless integration of Call Rail software with various CRM systems for over
50 clients, enhancing their operational efficiency and maximizing software utility.
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Sports Facilities and Equipment Manager (Nf-03) August 2021 - October 2022 / 40hrs.
MWR Child Youth Services / United States Army | Fort Moore, GA
As a Sports Facilities and Equipment Manager at MWR Child Youth Services, I played a crucial role in the development and
management of sports programs and facilities for youth. I was responsible for ensuring the proper use and maintenance of sports
equipment, overseeing large inventories, and coordinating significant events with military leadership. My meticulous approach to safety
and maintenance checks, coupled with my ability to manage extensive equipment inventories and facilities, was instrumental in the
smooth operation of sports programs. My efforts were recognized through multiple awards, including The Unsung Hero for outstanding
service and dedication.
Key Achievements:
Developed Youth Programs: Successfully implemented sports classes for youth, fostering physical activity and skill
development for over 200 participants annually.
Equipment Management: Managed and maintained an inventory of $300,000 in sports equipment, ensuring all items were
accounted for and in optimal condition.
Safety Inspections: Conducted comprehensive monthly and quarterly safety inspections, resulting in a 20% decrease in
equipment-related injuries.
Event Coordination: Planned and executed four major events, collaborating with high-ranking officials and community
leaders, enhancing community engagement and morale.
Maintenance Oversight: Oversaw daily maintenance of five sports facilities, ensuring they met safety and operational
standards, contributing to a 15% increase in facility usage.
Revenue Generation: Co-engineered the Tri-City 7 on 7 football tournament, generating significant revenue for CYS and
increasing community involvement.
Sports Specialist/Director GS-7 (Probationary GS-5) July 2020 - February 2021 / 40hrs.
United States Air Force 52 FSS | Spangdahlem, Germany
In my role as Sports Specialist/Director at the United States Air Force 52 FSS, I was tasked with overseeing all sports activities at both
the varsity and intramural levels. I spearheaded the creation of the USAF's first intramural sports program during the COVID-19
pandemic, implementing stringent infection control measures. I also introduced and managed the first Esports gaming league, authored
the Spangdahlem Sports Constitution, and significantly improved the marketing and operational standards of the varsity sports programs.
My leadership and innovative approaches led to increased participation, improved safety, and substantial cost savings for the Department
of Defense.
Key Achievements:
Program Development: Engineered the USAF's first intramural sports program during COVID-19, ensuring the safety of 323
participants through stringent infection control measures.
Esports Innovation: Launched Spangdahlem's first Esports gaming league, creating a new recreational outlet and increasing
base-wide engagement.
Leadership: Chaired the Wing's Sports Advisory Council, leading 28 squadron representatives and establishing the
Spangdahlem Sports Constitution.
Season Management: Managed softball and flag football seasons, overseeing 123 games, 24 teams, and seven officials,
ensuring high-quality competition and adherence to standards.
Process Improvement: Revamped the varsity sports hiring processes, increasing marketing reach by 50%, solidifying hiring
standards, and boosting participation by 30%.
Cost Savings: Identified and addressed contract staffing shortfalls, initiating a volunteer referee program that saved the DoD
$8,000 in contract costs.
Professional Football Player (NFL-CFL-AFL) January 2009 - December 2019 / 40hrs.
NFL, CFL, AFL | Columbus, GA
Throughout my professional football career spanning over a decade, I demonstrated exceptional athletic prowess, discipline, and
teamwork across various leagues, including the NFL, CFL, and AFL. My experiences ranged from rigorous training camps with the
Tampa Bay Buccaneers and Montreal Alouettes to competitive seasons with teams such as the Spokane Shock, Orlando Predators,
Cleveland Gladiators, and Albany Empire. My career was characterized by a relentless pursuit of excellence, adaptability to different
playing styles, and the ability to perform under pressure. These experiences have honed my skills in leadership, strategic planning, and
performance optimization.
Key Achievements:
Team Collaboration: Excelled in collaborating with diverse teams, contributing to a cohesive and motivated playing
environment.
Performance Under Pressure: Demonstrated consistent performance in high-stakes situations, contributing to team victories
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and maintaining a competitive edge.
Adaptability: Adapted to different coaching styles and team strategies across various leagues, showcasing versatility and
resilience.
Leadership: Served as a mentor and leader within teams, guiding younger players and fostering a supportive team culture.
Physical Fitness: Maintained peak physical condition through disciplined training regimens, ensuring optimal performance
and injury prevention.
Community Engagement: Engaged with local communities through team outreach programs, promoting sportsmanship and
positive values among youth.
TECHNICAL PROFICIENCIES
OS/Environments: Windows 10/11, macOS, Linux (Ubuntu, CentOS)
Data Analysis: Microsoft Excel (Advanced functions, PivotTables, VLOOKUP), SQL (Queries, Database Management)
IA Security Tools: Qualys (Vulnerability Management, Policy Compliance), Cylance (Endpoint Protection), Crowdstrike (Threat
Intelligence, Endpoint Detection and Response), Symantec (Antivirus, Data Loss Prevention), Zscaler (Secure Internet and Web
Gateway), CyberArk (Privileged Access Management)
Software: Google Workspace (Docs, Sheets, Drive), Microsoft 365 (Word, Excel, PowerPoint, Teams), ServiceNow (Incident
Management, Asset Management), Canva (Graphic Design, Marketing Materials)
Hardware: Various sports and fitness equipment (maintenance and inventory), IT hardware components (desktops, laptops, printers,
network devices)
Frameworks: NIST (Cybersecurity Framework), SOC (Service Organization Control), PCI (Payment Card Industry Data Security
Standard), GDPR (General Data Protection Regulation), CCPA (California Consumer Privacy Act), HIPAA (Health Insurance
Portability and Accountability Act)
Programming Languages: JavaScript (Web Development, Scripting)
Ticketing Tools: ServiceNow (Incident and Problem Management, Change Management), JIRA (Issue and Project Tracking)
TECHNICAL SKILLS
Problem Solving | Troubleshooting | Customer Service | Technical Support | Integration Support | Incident Management | Inventory
Management | Safety Inspections | Program Development | Event Coordination | Team Leadership | Training and Development | Time
Management | Communication | Process Improvement | Quality Assurance | Data Analysis | Project Management | Equipment
Maintenance | Stakeholder Collaboration | Regulatory Compliance | Risk Assessment | Vulnerability Management | Endpoint
Protection | Threat Intelligence | Privileged Access Management | Graphic Design | Database Management | Web Development |
Scripting | Policy Compliance | Change Management | Asset Management | Marketing | Community Engagement | Strategic Planning |
Performance Optimization | Sports Management | Fitness Equipment Maintenance | Operational Efficiency
TECHNICAL TRAINING
Advanced Technical Support Skills | Coursera Microsoft Excel for Data Analysis | LinkedIn Learning
Customer Service Excellence for IT Professionals | Udemy JavaScript Essentials | Codecademy
Linux System Administration | edX Endpoint Protection with CrowdStrike | Skillsoft
SQL for Data Analysis | Data Camp Vulnerability Management with Qualys | LinkedIn
Cybersecurity Fundamentals | Cybrary Privileged Access Management with CyberArk | Udemy
IT Incident Management | Pluralsight Esports Management and Development | Coursera
SUMMARY OF QUALIFICATIONS
Technical Support Expertise: Over 10 years of Customer Satisfaction: Consistently achieved high
experience in providing exceptional technical support and customer satisfaction ratings through effective communication
resolving complex issues efficiently. and problem-solving skills.
Program Management: Proven track record of Leadership and Team Coordination: Demonstrated
successfully developing and managing innovative programs, ability to lead and collaborate with cross-functional teams,
including sports leagues and community events. enhancing overall productivity and cohesion.
Safety and Compliance: Extensive experience in Operational Efficiency: Expertise in optimizing
conducting thorough safety inspections and ensuring operational processes, resulting in significant cost savings and
compliance with regulatory standards. improved efficiency.
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