Property Claims Specialist at State Farm (2024-05 – Present)
Conduct investigations involving residential property claims while independently managing a high-volume caseload from assignment through resolution in a fully remote environment.
- Analyze photographs, contractor estimates, invoices, engineering reports, inspections, and supporting documentation to determine claim validity and policy compliance.
- Interpret complex insurance policy language and state regulations to make objective, evidence-based coverage decisions.
- Identify documentation discrepancies, fraud indicators, and inconsistencies requiring additional investigation before claim resolution.
- Prepare detailed investigative summaries documenting findings, supporting evidence, and claim determinations while maintaining regulatory compliance.
- Collaborate with contractors, engineers, attorneys, restoration vendors, inspectors, and internal stakeholders to resolve complex investigations efficiently.
- Balance competing priorities while consistently meeting productivity, quality, and documentation standards.
- Exercise independent judgment in situations involving incomplete, conflicting, or evolving information.
Azure Cybersecurity Operations Queue Manager at Microsoft (2022-03 – 2023-03)
- Managed enterprise operational queues supporting Microsoft Azure Cybersecurity Operations, ensuring timely assignment and prioritization of high-impact incidents.
- Reviewed, analyzed, and prioritized incoming operational cases according to severity, business impact, and service-level agreements.
- Improved operational efficiency by reducing queue backlog through workflow optimization and strategic prioritization.
- Supported approximately 95% SLA compliance by effectively managing workload distribution and operational processes.
- Generated reporting identifying workflow trends, operational bottlenecks, and process improvement opportunities.
- Created onboarding documentation and trained new remote employees on operational workflows and quality expectations.
- Collaborated with engineering, operations, and leadership teams to improve enterprise service delivery.
Project Operations Coordinator at Microhealthllc (2019-09 – 2021-09)
- Coordinated operational activities supporting federally contracted healthcare programs, ensuring project milestones, compliance requirements, and deliverables remained on schedule.
- Maintained audit-ready project documentation, risk registers, status reports, and operational records while ensuring accuracy across multiple repositories.
- Monitored project risks and collaborated with leadership to identify potential issues, recommend solutions, and support informed decision-making.
- Developed executive reports tracking project progress, performance metrics, compliance activities, and operational outcomes.
- Facilitated communication between project managers, business stakeholders, and technical teams to improve workflow efficiency and project execution.
- Supported Agile project management practices while identifying opportunities to streamline processes and improve operational consistency.
- Investigated and resolved complex operational and technical issues through research, root cause analysis, and documentation review.
Service Desk Technician & Operations Specialist at Sts Systems Integrations (2017-06 – 2019-12)
- Performed quality assurance reviews to ensure compliance with internal standards and operational procedures.
- Developed knowledge base articles, training materials, and standard operating procedures to improve consistency.
- Delivered onboarding and coaching for new technicians while supporting continuous process improvement.
- Managed multiple priorities while maintaining documentation accuracy and meeting service-level expectations.
Enterprise Service Operations Specialist at General Dynamics (2019-02 – 2019-07)
- Managed enterprise incident queues supporting secure government environments while prioritizing requests based on urgency and operational impact.
- Reduced a backlog of more than 2,300 unresolved incidents through effective workflow management and operational prioritization.
- Administered user access, Active Directory account provisioning, and security permissions while maintaining compliance with organizational policies.
- Created knowledge base documentation and standardized procedures that improved operational consistency and reduced recurring issues.
- Collaborated with technical teams to resolve high-priority operational issues while consistently meeting service-level expectations.
- Recognized for maintaining exceptional documentation quality and identifying opportunities to improve operational workflows.
Military Police Officer at United States Army National Guard (2013-03 – 2018-12)
- Conducted investigations involving criminal incidents, security violations, and policy enforcement while maintaining strict confidentiality and professionalism.
- Collected evidence, interviewed involved parties, prepared detailed investigative reports, and documented findings in accordance with military regulations.
- Responded to high-pressure situations requiring rapid assessment, sound judgment, conflict de-escalation, and decisive action.
- Protected government personnel, facilities, and sensitive assets through proactive security operations and risk assessment.
- Enforced military policies and collaborated with military leadership during law enforcement operations to maintain safety and operational integrity.
- Recognized for professionalism, accountability, and the ability to make objective decisions under pressure.
