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Customer Service Management

Location:
United States
Posted:
March 09, 2015

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Resume:

CARL B. J OHNSON J R .

***** ****** ****, ***** ** 20841 202-***-**** acom56@r.postjobfree.com

Astute and result-driven professional with an extensive experience in administrative support, team

leadership, and compliance enforcement. Thrive on the challenge of achieving superior results under

demanding deadlines within a complex, fast-paced environment. Diligent time and resource manager;

develop and implement process improvements within the assigned scope of influence to deliver flawless

adherence to established federal and agency requirements. Effectively build cooperative relations across all

organizational levels. Educate personnel on mission critical procedures and tactics to ensure smooth

deployment and complaint performance. Expertly lead and mentor assigned teams; provide accurate and

timely reports to higher leadership as requested. Skilled in security, telecommunications, deployment

process and related logistics, personnel training, and documentation management.

CLEARANCE

Active TS/SCI with CI Polygraph DOJ Secret

PROFESSIONAL EXPERIENCE

DEPLOYMENT READINESS OFFICER

ManTech International Corporation Chantilly, VA Oct 2013- Jan 2015

Leverage excellent management, organization, and cooperation skills to administer all agency-

sponsored foreign travel, ensuring compliance with Department of Defense (DoD) Foreign

Clearance Guide, Director of National Intelligence (DNI) requirements, Central Intelligence Agency

(CIA) regulations, and National Reconnaissance Office (NRO) Harm’s Way Travel Guidance

Deliver excellent performance while handling complex logistics operations for military, civilian, and

contractor official government foreign harm’s way and non-harm’s way deployments; diligently

process Deployment Coordination Requests (DCR’s), Geneva Common Access Card (GCAC)

requests, and passport requests; coordinate country clearances and manage internal forms completion

Share expertise with agency travelers through trainings (Anti-Terrorism/Force Protection (AT/FP)

training, Survival, Evasion, Resistance and Escape (SERE) training, Isolated Personnel Report

(ISOPREP), Defense Intelligence Agency (DIA) Defense Qualification Course (DDQC) and

weapons qualification) to facilitate smooth deployment to Harm’s Way and Non-Harms Way areas

Work in conjunction with the NRO Directorates and Offices, Mission Partners Combatant

Commands, and Intelligence Community (IC) deployment offices to coordinate and track personnel

deployments

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Created and edit messages for the Automated Messaging Handling System (AMHS) in support of

world-wide issue of deployment messages and Aircraft and Personnel Automated Clearance System

(APACS) for country specific travel request; assigned phones to travelers

HUMAN RESOURCES DEPLOYMENT TRAINING SPECIALIST (CONTRACTOR)

Global Professional Solutions Defense Intelligence Agency, Landover, MD Jul 2012 – Oct 2013

Led and optimized Individual Protective Measures Training (IPMT) program for personnel, adhering

to the Defense Intelligence Agency’s (DIA) policy based and mission requirements

Scheduled IPMT within 24-48 hours validated nomination package receipt by the employee, which

includes a Letter of Instruction/Welcome Letters for the DIA Deployment Qualification Course

(DDQC) and Weapons Training; ensured timely medical clearance attainment and verified KPIs

against pass/fail range; provided IPMT certificates and weapon qualifications to the Senior Mission

Readiness Specialist

Coordinated and ensured efficient resolution of identified risks, impacting Boots on Ground (BOG)

date; provided accurate reports for management to ensure smooth deployment

Accelerated the preparation and distribution of documentation, including Reporting

Instruction/Welcome Letters for IPMT, DDQC, and IPMT rosters to the vendor; delivered top-notch

compliance with the DIA’s policies, regulations, and procedures while maintaining, managing, and

eliminating training records

Inspected incoming files, ensured documentation is current and updated, resolved all related

discrepancies, and performed filing system management; kept records intact through utilization of

proper storage procedures

SENIOR LEAD TELECOMMUNICATION CENTER OPERATOR (CONTRACTOR)

Global Professional Solutions Drug Enforcement Administration, Arlington, VA Oct 2010 –

Jul 2012

Furnished comprehensive leadership for a team of junior operators; mentored and motivated

personnel to boost performance quality and cooperation

Held accountability for cables, related distribution lists and outgoing requests management; reported

on discrepancies in a timely and compliant manner; prioritized incoming cables and ensured

appropriate routing

Conducted meticulous checks on the Automated Message Handling System.

JUNIOR TELECOMMUNICATIONS CENTER OPERATOR (CONTRACTOR)

2

Global Professional Solutions Drug Enforcement Administration, Arlington, VA Aug 2009 –

Sep 2010

Served as a Shift Supervisor, spearheading Automated Message Handling System (AMHS)

maintenance and operation to ensure effective retrieval of secure cables; sent and stored messages in

the AMHS

Facilitated the sustainment of excellent compliance with DEA guidelines, related to draft cables and

outgoing cable requests; notified request originator of issues and expedited the resolution process

Led AMHS checks and maintained excellent accountability, as well as facilitated flawless

dissemination and proper destruction of information and classified cables

Steered direct traffic management, software manipulations, and system analysis, configuration, and

recovery efforts for the Joint Chiefs of Staff

Enhanced multiple daily processes and eliminated a number of critical gaps through resourceful

control and troubleshooting of core systems KG equipment, DEA-CAPS, MSG’s, and other

associated hardware and software; tested signal flow and linkage to other installations

ADMINISTRATIVE OPERATION SPECIALIST (CONTRACTOR)

Global Professional Solutions Defense Intelligence Agency, Iraq Dec 2007 – Jan 2009

Led, coached, and developed a team of 25 linguist personnel; efficiently organized, streamlined, and

prioritized the workflow, managing all processes from assignment to completion; handled all Priority

Intelligence Requirements

Instituted high QA standards and propagated compliance; tracked and reported team accountability

PRODUCTION ARCHIVE SPECIALIST

Applied Integrated Technologies DIA Washington, D.C. Oct 2005 – Jul 2007

Produced duplicate satellite imagery scenes from a variety of acquisition platforms including

IKONOS, Quick bird, LANDSAT, SPOT and RADARSAT; utilized ERDAS Imagine to verify

image integrity

Maintained effective and uninterrupted processing of customer service requests; used SKY media

solutions terminals; updated online database through imagery data input, using the CSIL database

editing tool; verified and maintained CD library

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OTHER EMPLOYMENT

Assistance Security Support Specialist (Contractor) Triumph Technologies, DIA Greenbelt, MD 2007

Security Escorts Applied Integrated Technologies, DIA Washington, D.C. 2005

Intelligence Database Manager Triumph Technologies, DIA Qatar 2003 - 2004

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