Customer Service Training

David Reece

**** ****** ******* *****, ********* GA 30813 . 830-***-**** .

*****.*****@**.****.***

Information Technology Specialist

Accomplished and innovative professional with distinguished track record

managing complex communication systems, including satellite communication

and mobile communication suites. Goal-oriented and motivated with

demonstrated success identifying and implementing process and system

improvements driving increased operational capabilities and efficiency.

Outstanding team building skills with recognized ability to train and

mentor peers and team members on complex technologies. Commitment to

maintaining high levels of security and system integrity through robust

policies and procedures defining access requirements.

Areas of Expertise:

System Administration / End-User Training & Technical Support

Maintenance

Hardware & Software Support Telecommunications / Satellite

Team Leadership & Mentoring Management

Presentation / Communication Troubleshooting & Problem Resolution

System Security & Data Integrity

Technical Proficiencies

Platforms: Windows 2000 / XP, Vista. Win7, UNIX

Tools: Microsoft Word, Excel, PowerPoint, Outlook, Access, Publisher, Visio,

Adobe Acrobat Professional, SCOTTY Teleport Video Teleconferencing

Software, HTML

Hardware: SCOTTY Mobile Communication System, SCOTTY APL-B Mobile Command

Center

Professional Experience

USAA Insurance

Member Service Relations (2008-2009)

Responsible for providing outstanding customer service in an inbound call

environment. Provide individual policy service to members on existing auto

and property policies. Work with members to determine their individual

needs and suggest the most appropriate products and/or services. Key

Achievements:

. Previously licensed in 14 states for auto/property insurance

. Consistantly received top rating by members on after call surveys

. Recognized as Employee of the Month

United States Army, US & Europe

Systems Administrator (2005 - 2008)

Installed, administered, and maintained 8 mobile communication suites,

including SCOTTY Mobile video / data communication system and SCOTTY APL-B

command centers. Ensured adherence to security and regulatory protocols.

Trained colleagues on installation, operation, and maintenance.

Troubleshot and resolved issues and malfunctions; liaised with

manufacturer for escalated problems. Monitored deployed equipment status

and costs. Presented equipment functions and capabilities to senior

leadership. Installed and updated PC operating systems and applications.

Key Achievements:

. Selected to hold new position and granted full responsibility for

writing installation and maintenance SOPs and creating deployable

package.

. Selected and procured 4 SCOTTY APL-B suites to improve communication

abilities and operational success for Emergency Response Team.

. Defined and enforced systems and data integrity and security policies

and procedures.

. Conducted user training on SCOTTY equipment to 25 operators.

. Selected to install SCOTTY suite at remote location in Kosovo and train

personnel on installation, use, and maintenance.

. Recognized by Public Affairs Office for training assistance during PAO

conference.

Satellite Communications Manager / Security Manager (2004 - 2008)

Responsible for communications security and compliance with all applicable

policies, procedures, and regulations; reviewed and approved all Satellite

/ Gateway Access Requests. Managed security for 38 client accounts,

including authority for opening, updating, and closing accounts. Assessed

equipment capabilities and limitations. Prepared and delivered

presentations to senior leadership outlining end-to-end information flow.

Addressed and resolved technical issues and changes. Maintained all

historical and current access requests. Provided hardware and software

training. Key Achievements:

. Maintained 100% accountability for $900K+ in communications equipment.

. Administered database compiling all satellite requirements for European

operations with 200+ entries; participated in monthly meeting to

review, approve, and implement changes / updates.

. Leveraged expertise to develop and test new online access request

tracking program.

. Created Automated Data Processing Equipment Inventory tracking database

consolidating information from multiple locations; recognized with

Certificate of Achievement.

. Assisted with transition to new database system significantly

increasing asset reporting accuracy and improving efficiency.

. Decreased access request approval time by providing high-quality

training to 60+ team members.

. Successfully supervised and mentored team members on various job

responsibilities and leadership skills; several team members achieved

recognition and awards.

. Contributed to planning and writing of several key documents, policies,

and procedures, including updated staffing requirements document for

Computer Communications Information Support, Emergency Response Team

procedures to increase communications between senior leadership and

team members, and Standard Operating Procedures for mobile

communication suite.

. Recognized with formal awards and commendations for outstanding

performance and demonstrated leadership qualities driving successful

operations in diverse circumstances.

. Chosen above peers to serve as Instructor for Leadership Course

training 16 team members on effectively managing operations in tactical

environments.

Administrative Assistant (2004)

Supported 3 teams with 500+ members and external communication locations.

Processed financial and leave paperwork for all staff. Created and

distributed statistical reports to upper management. Monitored staff

financial statements; coordinated with external service providers to

correct errors. Provided performance counseling and feedback to team. Key

Achievements:

. Championed numerous process improvements, including writing SOPs to

streamline training for new administrative personnel, developing

electronic leave log to increase efficiency and accuracy, and training

team members on Microsoft Office Suite, resulting in 50% reduction in

work load.

. Served as Emergency Relief Fund Representative and collected $2800+ in

three-week period.

Team Supervisor (2003)

Managed day-to-day operations for Command Communications Division.

Supervised and trained 6 team leaders and 18 junior team members,

including performance feedback, evaluation, and career development advice.

Ensured maximum training opportunities; coordinated schedules with

internal and external training providers. Key Achievements:

. Successfully addressed staffing shortages by leveraging all available

resources and adjusting schedules as necessary to accomplish

operational goals.

. Spearheaded development of SOP for SMART-T Communications platform to

streamline operations.

. Implemented aggressive and comprehensive program providing cross-

training on all equipment and systems, increasing versatility and

mitigating resource issues.

Operations Supervisor (2002 - 2003)

Oversaw operations and provided communication support to key locations.

Managed team readiness and ensured up-to-date training for 8 team members.

Scheduled training in collaboration with external agencies; reported

statistics and benchmarks to management. Prepared and delivered

presentations on operational readiness. Utilized automated data processing

equipment. Key Achievements:

. Drove measurable increases in college enrollment among junior team

members.

. Planned and coordinated first Winter Safety Day with presentations from

various outside representatives to provide training on hazards and risk

mitigation.

* * * * * *

Additional US Army experience includes Operational Team Leader, Training

Coordinator, and Computer Automations Specialist.

Education & Credentials

Certificate of Completion in Networking

Certificate of Completion in Computer Technology

Rio Salado College, Tempe, AZ

Associate of General Studies

Central Texas College, Killeen, TX

Bachelor of Science Information Technology

Cum Laude

Columbia Southern University Orange Beach, AL

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