Customer Service Training
Resume:
MARK S. SMITH
vvv
Ruther Glen, Virginia 22546
Home Phone: 804-***-****
Cell Phone: 757-***-****
abh673@r.postjobfree.com
v QUALIFICATIONS PROFILE
Accomplished, goal oriented, professional with combined experience in
technology and educational fields. Seeking an opportunity in customer
service in a technical setting.
. Proven supervisory, planning, organization, coordination, personnel
evaluation, and training experience. Understand and use best
business practices, budgeting, goal setting, project analysis,
planning, personnel motivation and teamwork concepts. Ardent
supporter of diversity and equality.
. Excellent work ethic, goal oriented, highly organized, focused,
innovative and creative. Hands-on management style. Not afraid to
work as a team member and get my hands dirty to meet quotas and
production deadlines. I work well under pressure and enjoy
challenging work. Understand workers needs and situations, having
worked as part of a self-directed team. Able to build cohesion and
improve morale in production teams. Will meet production goals
safely and efficiently.
. Highly skilled in many areas of advanced technology. Proficient in
evaluation, maintenance, troubleshooting and repair of complex
technical systems. Expertise includes: mechanized systems,
electronic, electro-mechanical, computer systems, networking, and
other computer based technologies. Expert in the use of various
software and hardware to include Windows and Linux based systems.
. Excellent customer service and training skills. Proven skills in
staff training, certification training and test preparation, end
user training, and proctoring. Excellent ability to communicate
with all levels of organization to ascertain needs, reach
consensus, facilitate progress and to communicate organizational
goals.
. Safety oriented, familiar with OSHA requirements, MSDS, fire
safety, and first aid, always implement best safety practices.
. 11 years as a state of Virginia licensed technical public school
educator. Many years supporting various technologies.
v PROFESSIONAL EXPERIENCE
EDUCATION EXPERIENCE:
Adjunct Instructor, Dabney S. Lancaster Community College
2010 - Present
Teach ITN106 Microcomputer Operating Systems and ITH107 Microcomputer
Hardware. These courses map to the CompTIA A+ certification preparation.
Computer Systems Technology Instructor, Jackson River Technology Center
2005 - Present Teach 30-50 high school students (10-12th
grade) three year course in PC maintenance and Networking. Teach hardware
and software to include Windows and Linux. Instruct third year students in
Networking and Administration techniques and A+ and Net+ certification
preparation. Teach evening adult classes as part of the centers adult
educational outreach program.
PC Technology Instructor, The Pruden Center for Industry and Technology
1999 - 2005
Job description is the same as described as above. Responsible for setup,
maintenance, repair, efficient operation, and upkeep of a 60+ client
intranet serving instructors and students. Organize, train, and utilize
networking students to build 2 networks for the school division.
BUSINESS/CUSTOMER SERVICE EXPERIENCE:
Technical Operator/Mechanic, Lipton Tea
1995 - 1999 Operated, repaired and maintained various
types of complex computerized and robotic machines. Also performed
preventative maintenance and repair of electrical, optical, and pneumatic
components. Safe, efficient operation, of machines to insure production
quotas were met. Supervised and trained subordinates. Self-directed teams,
productivity based work assignment.
Self-Employed, Smith's Repair Service - NC
1992 - 1995 Build and sell custom computer systems.
Repair computers, electronic equipment, mechanical and electro-mechanical
devices.
Self-Employed, MS Enterprises - RI
1987 - 1991
Offer sales and service, consulting and system training on PC based
computer systems: real-time access control, cashiering, and auditing
functions, audio/visual equipment, CCTV, keypad, card, and coinage access
systems, remote access functions, 12 and 24-VDC PLC control systems.
Supervise the design, installation, repair and maintenance of parking and
access systems to customer specifications. Train end users in proper use
and maintenance of installed systems and software.
Lead Technician and Irate Customer Liaison, Cox Cable and US Cable
1979 - 1984 Select, train, direct, motivate, evaluate
and recommend salary actions for a fourteen member CATV crew. Responsible
for design, building, maintenance, troubleshooting and repair of the
200,000 plus subscriber system - COX CATV of Norfolk, VA. Irate Customer
Liaison - Promote good customer relations, facilitating the timely
resolution of complaints and subscriber difficulties by meeting with
customers and their representatives. Implement and enforce OSHA safety
regulations and insure safety of CATV crew.
v EDUCATION
* B. S. Business Management, American Intercontinental University (Cum
Laude), December 2007
Tapestry Workshop - Gender Equity in Computer Science at UVA 2010
James Madison University - Required education certification courses.
*OSHA Career Safe Certified *VDOE Child Abuse Recognition and Intervention
Course *Net+ Training Seminar 2002 *COMPTIA A+ Certification 2001 *Federal
APD and AMANO America, Inc.: Advanced Access Control Systems - Design of
computerized parking facilities 1991 *N.A.S. & PCPAK - Parking auditing and
control software system 1990 *AMANO America - Access equipment and computer
control systems 1990 *The SCAN system - Computerized parking control
systems 1989 *On -the-job training as Lineman and Lead Technician with COX
Cable TV 1979 - 1983 *Amplifiers - active and passive devices 1983 *CATV
products seminar 1983 *Professional Growth Workshop 1982 *Scientific
Atlanta Products 1980
Military Training: *Nuclear Weapons Basic School 1977 *Nuclear Weapons
Disaster Control 1977 *Nuclear Weapons Destruct School 1977 *Nuclear
Weapons Supply School 1977 *SUBROC Missile System "C" School, Dec. 1976 -
Jan. 1977 *Computer Operation, SUBROC - Mk 28, System Mainframe - OJT 1977
*Torpedoman Class "A" School 1976 *Basic Electricity and Electronics 1975 -
1976
v MILITARY SERVICE
U.S. Navy, 1975 - 1981 (4 years active and 2 years inactive reserve) - Good
Conduct Medal, 1979,
Background Investigation performed: Secret clearance (currently inactive)
Honorably discharged upon completion of service, Aug. 1981
TM2 (Torpedoman 2nd Class) E5
Served aboard the USS L.Y. Spear (AS-36) 23,000 ton repair facilities
support ship in W3 Division.
Line supervisor: in charge of assembly line number 2 - Mk 28 missile
system. Trained and supervised a two man crew in the assembly, disassembly
and testing of complex SUBROC missile system and its ancillary components.
Utilize advanced test equipment and computer mainframe to failsafe missile
system. Load and unload weapons to and from submarines. Supply and
inventory P.O. Prepare for and pass NWAI Inspections and/or NTPI
Inspections.
Nuclear Weapons Security Guard/Damage Control: Qualified as a marksman
with .45 Cal. Extensive training in shipboard safety, fire control and
damage control. Qualified nuclear weapons security guard; weapons
destruction team member achieved nuclear safety/disaster qualifications.
Additional responsibilities included coxswain, lee helmsmen, and aft
steersman.
vREFERENCES: Available upon request
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