Customer Service High School

Eric Stanley Sheppard/**** Wesley Ave/Gwynn Oak, MD 21207

Home Phone: 410-***-****/Cell Phone: 410-***-****

Email: *******@*******.***

DESIRED LOCATION: USA

VETERAN PREFERENCE: 5-point preference based on active duty in the U.S.

Armed

Forces.

AVAILABILITY: full time, permanent, flexible for any shift, and willing to

travel.

EDUCATION: Woodlawn Sr. High School 1977 - 1979 High School

Diploma

Howard Community College 2000 7

Credits

Operating systems, computer repair, and DOS operating systems

Howard Community College 2011

IC3, Network Plus

Anne Arundel Community College Present

Security Plus

Currently in the Cyber Security Program through Workforce Developement

CERTIFICATIONS: IC3; currently, working on my network+ and security+

certifications

WORK HISTORY:

CSC CORPORATE 12/2009 - 09/2010

IMAGING TEAM LEADER

* Supervised troubleshooting of both hardware and software

(SOFTRAC) issues on the IBML IMAGETRAC Scanner.

* Managed 2 operational teams of 36 employees.

* Coordinated and communicates with other managers to obtain

resources and discuss solutions to matters of significance.

* Analyzed data to determine its destination.

* Supervise the monitoring, interpreting, and correcting errors.

* Train and evaluate employees to enhance their performance and

development. Chosen to travel to Jeffersonville, Indiana to

train 40 personnel.

* Implement processes and assist in process improvement

initiatives.

* Document employee performances and developments and takes

appropriate action when needed.

* Utilize Microsoft Excel and Microsoft Word to create reports and

charts to monitor the progress of the workload.

COMPUTER SCIENCE CENTER 07/2009 - 12-2009

SCA CLERK

* Certified in Mail receipt, document preparation, imaging, check

out, and keying from image in preparation as a team leader for the 2010

census.

US CENSUS BUREAU 04/2009 - 06/2009

QUALITY CONTROL

* Verified housing units are correct as previous listers

(enumerator) had documented by walking along the streets with a

hand held computer.

ANNAPOLIS JUNCTION RAIL SOLUTION 06/2003 - 05/2009

UNLOADER

* Supervised a team up to 9 to coordinate, arrange and unload cars

from CSX trains.

AMERIX 06/1999 - 05/2003

CUSTOMER SERVICE SUPERVISOR

* Supervised customer service reps in an incoming call center.

* Responsible for calls of account escalations of phone calls that

were not handled at the first level.

* Arranged schedules, verified time sheets, and organized

administrative strategies.

* Monitored productivity, quality, and safety to utilize the

maximum organizational effectiveness.

* Included on several focus groups boards to develop and manage

department programs.

* Utilized MS word, excel, outlook, and power point.

MARYLAND DEPARTMENT OF CORRECTIONS 12/1992 - 11/2000

CORRECTIONAL OFFICER

Supervised to activities and movements of adult male inmates.

UNITED STATES NAVY 08/1979 - 05/1992

RADIOMAN FIRST CLASS (RM1/E-6)

* Supervised personnel setting up circuits (Ship-to-Shore, Ship-to-

Ship, and Submarine Broadcast).

* Supervised the handling of message traffic.

* Responsible for the Damage Control section of the division where

watertight integrity was maintained (making sure ship does not

leak) by performing scheduled and occasional unscheduled

maintenance checks.

* Appointed to oversee the training program for the department in

which I developed and implemented the standard operating

procedures.

* Appointed to oversee preparation for the most effective and

efficient strategy to accomplish the overall mission for the

department.

* Part of military committees with USSOCCENT, COMNAVSURFLANT, and

JOINT CHIEFS to implement military strategies and to review

lessons learned.

* Displayed strong leadership skills to train, mentor, provide

work guidance, coordinate, oversee, and lead personnel and less

experienced managers.

* Supervised up to 30 personnel.

ADDITIONAL INFORMATION

* Excellent skills in organizing, time management, and

presentation.

* Strong employee relations skills.

* Strong customer service skills.

* Excellent team player, self starter, and constantly motivated.

* Previously held a Top Secret/Special Category Clearance from '79

- '92.

* Able to Type 40 - 50 WPM.

* Strong computer skills

* Strong troubleshooting skills

Contact this candidate