Customer Service Air Force
Resume:
Dave Epps
ACC CCC/CZMR
Scott AFB, IL 62269
(DSN) 779-990 (Comm) 618-***-****
E-mail: *****.****@**.**.***
PROFESSIONAL SUMMARY
Accomplished civilian professional and U.S. Air Force Civil Service member leveraging over 29 years' experience as a proven leader and manager able to multi-task assignments, projects, and programs teaming with the right personnel and accessing resources as needed to meet operational requirements. Heavy emphasis on training. Extensive use of Office software applied technology to tasks. Experienced in customer service for most of my career. Currently holding Secret security clearance. Multiple cash performance awards over the last 10 years.
Proven ability to combine vision, ingenuity, and strong business acumen with well-developed qualities designed to support organizational effectiveness, reach, and overall expansion.
Key Strengths
Team-Oriented
Self-Starter
Customer Service
Training Emphasis
Cyber Security
Dedication to Duty
Attention to Detail
Professional Integrity
Administration
Advanced Training
Cloud and Cybersecurity Analyst + CBT training 2025
Cyber 200 AF Institute of Technology 2019
Security + Certification since 2012 – Self-motivated due to perceived mission need
Information Systems Security Manager (ISSM) 2002
Other Training: Air Command and Staff College, Squadron Officer School, Basic Communications Officer Course
Work History:
Alternate Unit Training Manager / GS-301-12
Cyber Capabilities Center / USAF
24 Jun 24 - Current
40 Hours/Week
Salary: $110,083.00
Supervisor: GS-13, Michael Monroe
Division Chief, CZM Branch
Address: 203 West Losey Street/Scott AFB/IL/62225
Responsibilities: Handles multiple tasks, prioritizing and completing assignments. Prepares correspondence, memoranda, briefings, staff packages and reports – following applicable Air Force and Air Force Combat Command instructions – that are technically accurate, clear, thorough, and appropriately written, formatted and completed within established timeframes by the supervisor. Coordinates with co-workers sharing information freely, in meeting commitments and completing assigned work on time. Safeguards classified CUI, and PII information in accordance with applicable Air Force and DoD guidance. Prepares, reviews, and delivers written and/or oral products that are clear, understandable and in accordance with Center standards. Written products and/or oral presentations are of high quality with minimal changes and timely. Organizes, conducts, and/or facilitates in-person and online meetings. As required, serve as a lead or team member on various collaborative project team(s). If required, individually responsible to contribute in promoting teamwork efforts to successfully complete projects, meet mission tasks, enhance CCC and Air Force priority needs and teaming relationships within established timeframe.
Manager, DAF Cybersecurity / GS-2210-12
Cyber Capabilities Center / USAF
Nov 2023 – 24 Jun 2024
40 Hours/Week
Salary: $110,083.00
Supervisor GS-13 David Monson
Org: Chief, CZZP Branch
Address: 203 West Losey Street/Scott AFB/IL/62225
Responsibilities: SME for Ports, Protocols, and Services (PPS), providing timely and accurate technical and operational analysis and assessments in all areas for the entire AF. Anchors technical and operational analysis on factual data and reputable research. Presents advantages and disadvantages, as well as feasible options as appropriate.
Accomplishments:
Established meeting organization for configuration control board for DoD PPSM
Assessed systems and sent out 90 notices for expired approval to operate
Assessed systems and provided weekly and monthly reports for 60 expired systems to SAF/XC
Mission Readiness Training Manager / GS-0301-12
Cyber Space Support Squadron / USAF
Nov 2012 – Nov 2023
40 Hours/Week
Salary: $84,863.00
Supervisor GS-14, Michael P. Monroe
Org: Chief, Enterprise Programs Division, Scott AFB IL
Address: 203 West Losey Street/Scott AFB/IL/62225
Responsibilities: Coordinates the execution of SAF Chief Information Officer (CIO) mission requirements across 10 major commands (MAJCOMs)/92 bases. Manages Cyber Training for $30K military and civilians across the Air Force, at the MAJCOM level, impacting AF cyberspace operations and communications and information (C&I) Air Force-wide. Performed Information System Security Manager duties for a stand-up program.
Accomplishments:
Blazed path for AF's FY 24-26 cyber training by teaming w/SAF to establish 1.7K seat baseline for 440 units, slicing prep time to secure authorizations by 50%
Secured $4.25M for MRT that ultimately ensured cyber missions across the globe were successfully executed
Managed training seats for 15 units within 3 Major Commands.
Saved $22,841 by reallocating training seats based on unit requirement
Completed Certificate to Operate for new system (Cybersecurity Workforce Improvement Program) – experience within EMASS
Program Manager, Air Force e-Learning / GS-2210-12
Cyberspace Support Squadron / USAF
Jan 2011- Nov 2012
40 Hours/Week
Salary: $82,570.00
Supervisor: GS-13 Lisa McCoy
Org: Cyberspace Support Squadron, Scott AFB IL
Address: 203 West Losey Street/Scott AFB/IL/62225
Responsibilities: Managed the AF online training resource, “AF e-Learning”, delivering 24x7 online training to the global AF communications community. Acquired resources to provide formal technical training to complete training requirements established by Headquarters Air Force
Accomplishments:
Self-motivated Security + cert to enable EMASS and IA requirements completion for program
Reduced library inventory by 20% to bring total course library under contract maximum
Removed outdated custom courses from library to save $11,000 annually
Managed quality of contractor performance and program budget
Provided direct user support to over 700,000 Air Force personnel (problem solving)
Drafted Statement of Work for 5-year e-Learning contract and evaluated contractor proposals
Participated in selection of e-learning contractor based on SOW
Completed profile of e-Learning in the Enterprise Information Technology Data Repository (EITDR) in support of DoD FY14 Presidential Budget. Managed online information technology education and training resources 24x7 to 700K Air Force personnel
Project Manager, Training Business Area / GS-2210-12
Air Force Network Integration Center / USAF
Nov 2007 – Dec 2010
40 Hours/Week
Salary: $74,225.00
Supervisor: GS-13 Lisa McCoy
Org: Cyberspace Support Squadron, Scott AFB IL
Address: 203 West Losey Street/Scott AFB/IL/62225
Accomplishments:
Self-driven initiative, program failing - developed strategy to increase Air Force-wide understanding of program capabilities and implementation schedule (problem solving)
Self-driven – prepared workshop materials, hosted real-world-wide training workshops for Air Force major commands and joint locations using Defense Connect Online to streamline implementation schedule
Self-driven, built custom training from scratch into computer-based training course with contractor assist and uploaded completed program to Air Force e-Learning, provided superior customer service (problem solving) – training resulted in program meeting roll-out deadline
Saved $50,000 by in-house course development
Users accessed course over 500 times/yr
Provided direct help desk support for user accounts
Executed Contract Officer Representative responsibilities
Lead Command Manager, Combat Information Transport System / GS-2210-12
Air Force Network Integration Center / USAF
April 2003 – Oct 2005
40 Hours/Week
Salary: $62,084
Supervisor: GS-13 John Bechtoldt
Org: Cyberspace Support Squadron, Scott AFB IL
Address: 203 West Losey Street/Scott AFB/IL/62225
Accomplishments:
Established project plan with system project manager including scope definition, risk, acquisition, and return on investment analysis (problem solving)
Developed, maintained, and reviewed communications and information technology architectural and procedural requirements, planning and policy documents
Ensured consistency with Joint, Air Force, Major Command, Field Operation Agencies, DoD strategies, architectures, concepts, and process improvement guidelines
Assessed system performance and capability for future information technology
system life cycle planning purposes
Assisted with development of network infrastructure system requirements process
Championed certification and accreditation reviews for network operations and information assurance systems
Analyzed technical options and assessed operational risk – ensured security deficiencies were resolved prior to implementation (problem solving)
Presented strong computer and communication skills
Primary briefer for combat information transport system at agency seminars
Lead command representative at weekly configuration management meetings
Maintained web homepage for lead command programs
Education:
Webster University, Scott Air Force Base, IL US:
MA, Computer Resources, and Information Management (Dec 2004)
Illinois State University, Normal, IL US
BA, Business Administration—Business Information Systems (Dec 1994)
Professional Military Education:
Air Command and Staff College, 2004
Squadron Officer School (SOS), 1998
Communications and Information Officer Course (BCOT), 1998
Defense/Government Sponsored Training:
CYBER 200—in residence—2019 (120 hours)
Information Systems Security Manager—in residence—2022 (80 hours)
Cyber Certifications:
Security+ (2012—current)
Performance Awards
June 1, 2023 (cash)
June 1, 2022 (cash)
Oct 2, 2020 (Time off Award)
May 2, 2018 (Time off Award)
June 1, 2017 (cash)
June 1, 2016 (cash)
June 1, 2015 (cash)
June 1, 2014 (cash)
References
Professional:
Michael P Monroe, Supervisor // *******.******.*@**.**.*** // Phone 618-***-****
William Hester // Team Lead // *******.******.*@**.**.*** // Phone 618-***-****
Personal:
Keri DeFrancesco // Phone 618-***-****
Lottie Scott // Phone 314-***-****
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