Manager Customer Service
Resume:
William L. Root
**** ********* **. ******* ** 325-***-**** abjrec@r.postjobfree.com
Targeting Computer Support and Installation Positions
** ***** ********** ***** ******* support in the US Air Force and Census Bureau,
responsible for installing systems, upgrading programs, setting up peripherials and moving client
files.
Consistently recognized for technical troubleshooting skills used to rapidly and cost-
effectively resolve challenging technical issues.
I have extensive experience repairing desktop computers and some experience repairing
laptops and printers.
Quickly learn and master new technology; equally successful in both team and self-directed
settings; and proficient in a range of windows based computer systems from Windows 3.1 to
Windows Vista.
I have 26 years experience in customer service through my Air Force Career and 22 years of
supervisory experience.
Education
American Intercontinental University-Degree Completion Nov 2010
A.A. in Business Administration, One class to completion, Relational Database Cocepts.
American Intercontinental University-Degree Completion Sept 2011
Bachelors of Information Technology, Prgoramming – IT Specific coursework starts Nov 2010
______________________________________________________________________________________
Concurrent Employment with IT work:
• Assistant Manager for Technology (Dec 2009-Sept 2010) Managed Information Technology for
the local Census Bureau Office: Full time Information Technology Position supporting 26 Counties
in West Texas.
Vehicle Fleet Manager (2004 to Dec 2009): Managed 450 Vehicle fleet and 55 personnel
controlling a budget of $752K. Maintained a 92.6% in commission rate for the vehicle fleet. Worked
10-20 hours per week on IT issues.
Vehicle Management Superintendent, 96 Transportation Squadron, USAF (1999 to 2004):
Managed 1,250 Vehicle fleet and 148 personnel controlling a budget of $3.4M. Maintained a 93.4%
in commission rate for the vehicle fleet. Worked 15-20 hours per week with IT issues.
US Air Force (December 1983 to Nov 2009) Started as a General Purpose Vehicle Mechanic
and worked up to end as the Vehicle Fleet Manager. I have 26 years in a customer service operation
with 22 of those years in supervisory positions. I have been stationed at 9 different bases and
successfully completed 3 deployments to Saudi Arabia and Kuwait.
Technology Summary
Certifications: CompTIA A+
Systems: Windows 3.X/9X/NT/2000/XP/Vista/NT Server/ 2000 Server/2003 Server
Software: MS Office, Oracle database front ends, Remedy IT Tracking program
IT Experience
US Census Bureau, Abilene Field Office, Abilene Tx
Assistant Manager for Technology, (Nov 2009-Sep 2010) Managed Computer Systems, Phone systems
and related items for the Abilene Census Office supporting 26 counties and 4000 census employees. Created
spreadsheets and databases to streamline internal office operations. Coordinated issues with other Census
Bureau programs including personnel and operational tracking systems. Used Remedy tracking program to
track and resolve IT related issues and problems. Assisted other assistant managers with issues in the Field
Operations, Quality Assurance, Recruiting and Administration functions.
7 Vehicle Management Flight – Dyess AFB, TX
Stand Alone Network Administrator/Flight Desktop Support, (2005 to 2009) Set up stand alone
network for vehicle management programs and databases. Organized system upgrades, Coordinated
WAN issues and computers with the local communications group. Networked printers and NAS devices
to expedite operations. Upgraded 48 systems to Windows XP from Windows 98/2000 meeting local
security requirements. Prepared computers for upgrades to Windows Vista and had 5% converted prior
to my separation from the Air Force. Provided first line repair including software loads, hard
drive/floppy drive installs, motherboard replacements, memory upgrades, and video card installations.
Installed and supported Office 2003 and 2007. Transferred personal files during equipment change outs
and prior to required maintenance. Created and maintained databases in Microsoft Access for managing
vehicle related procedures. Supervised 48 Military personnel and 10 Civilians running a vehicle
maintenance operation supporting 568 vehicles with a budget of $768K.
96 Transportation Squadron – Eglin AFB, FL
Squadron Computer Manager/Desktop Support, (1999 to 2004) Managed 250 computers and three
servers assigned to the 96th Transportation Squadron. When I took over 70% of the computers were
obsolete 486 systems with a 30% out of commission rate. With a limited budget I set up an IT refresh
plan that had all systems upgraded to PII and PIII systems within 16 months, and with zero computers
out of service for more than 6 hours. I initiated upgrades to our 16 buildings to install 100 MB switches
improving access for all users. I consolidated our servers with the Logistics Group to simplify
management eliminate access control problems. Due to my knowledge I was assigned to the 96th Wing
Y2K action team ensuring all equipment had been checked for Y2K compliance. I coordinated the first
installations of Windows 2000 and Windows XP at Eglin AFB to improve system security. By the time I
left Eglin in 2004 all our machines were running windows XP and configured to meet the (at the time)
current security requirements. I set up simple databases to track computer repairs, tire inventory and
vehicle waivers as well as set up linked spreadsheets to track $1M GPC purchases with 7 accounts for
the vehicle management flight. I maintained five ADPE accounts within the squadron, and before I left I
trained a five person desktop support team. During this time I also was the Vehicle Maintenance
Manager supervising 148 personnel in 12 separate shops maintaining 1,253 vehicles and a budget of
$3.58M. During this period I led the squadron response to the I Love You Virus, our proactive antivirus
program controlled 95% of the problem and all computers were uninfected within 12 hours.
341 Transportation Squadron – Malmstrom AFB, MT
Squadron Computer Manager/Desktop Support, (1996 to 1998) managed computer requirements for
5 flights and was responsible for getting buildings connected to the base network. I acted as the main
technical support person for 250 personnel and over 122 computers. I networked these systems with
windows 3.1 into a NetWare network, and managed the upgrade of all systems to Windows 95 and
Office 95 once it was approved for Air Force computers. When our computer purchase was cancelled
due to lack of funding, I upgraded 20 486 class systems to Pentium 100 systems replacing the
motherboards, cpu's, hard drives, and memory. I also installed specialized hardware to enable
handicapped individuals to use the computer and phone systems. During this period I was also acting as
supervisor for a vehicle maintenance shop with 32 personnel working for me.
Selected Contributions:
Coordinated squadron response to I Love You Virus, all systems uninfected within 12 hours.
Upgraded hardware and software on over 500 systems, transferred personal files for
customers, zero lost files in over 200 transfers.
Identified computer requirements, coordinated purchases and installations for several organizations.
Upgraded 96 Transportation Squadron Networks from 10 MB to 100 MB backbone
During this time I have also built over 80 computers from components for personal use and for others.
References:
William R. Aston US Census Bureau Area Manager
Oversaw 4 local Census Bureau offices.
SMSgt Robert Clickener 7 LRS Vehicle Management Flight Chief
Immediate supervisor prior to my retirement
MSgt Eric Brathovde 7 LRS Vehicle Management Superintendent
Co-Worker off and on since 1989, my assistant during the last year of my military career.
Mr. Alan Weiler 7 LRS Vehicle Management and Analysis Section Supervisor
Managed the information on the stand alone network I set up for his section when the information was required to be
pulled off the enterprise network.
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