Manager Customer Service

Fred JonesIII

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

Address: **** ***** ******

City: Coronado

State: CA

Zip: 92118

Country: USA

Phone: 619-***-****

Skill Level: Management

Salary Range: 70

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Fred Jones III

1520 First Street, Coronado, CA 92118 Cell: 619-***-**** E-mail: *********@*****.***

SUMMARY: Twenty three years of management experience as U.S. Navy Information Systems Technician. Currently holds a TOP SECRET/SCI Security Clearance. Has extensive knowledge in information assurance, information security, network operations, IT service management along with extensive experience in operations management and task force leadership. Exhibits outstanding customer service skills and highly experienced in working with people of diverse cultures and various economic backgrounds. Expert at identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Willing to relocate. AREAS OF EXPERTISE:

Information Security/Assurance Computer Applications Computer Networking

Database Applications IT Customer Service Network Security

Cyber Security Budget and Resource Management Data Communication integration Managerial Leadership Networking Security Management Network Systems Administration

Project Management Maintaining System Accreditation Developing Contingency Plans

System Accreditation Implement Risk Manage Programs Develop System Security Plans

PROFESSIONAL EXPERIENCE:

April 2009 Present: Networking Operations Center Manager/Service Desk Manager/Field Services/Leading Chief Petty Officer Navy and Marine Corps Intranet Military Detachment, San Diego, CA

Managed three departments while providing training to 88 military personnel assigned to the special sea/shore rotation internship program geared towards the attainment of industry standard IT certifications supporting the Chief of Naval Operations Revolution in Training and Sea Warrior initiatives while qualifying as Information Dominance Warfare Specialist.

Service Desk Manager. Led 34 information systems specialists providing Tier I and Tier II help desk support for 80,000 region-wide customers. Manage customer-facing organization. Oversaw quality of user support, workflow, escalation of trouble tickets, and user satisfaction. Assisted technicians with researching and resolving any software, hardware, or network operations issues beyond their expertise. Liaison with civilian contractors (HP engineers) and military personnel.

Network Operations Center Manager. Led 34 information systems and network specialists providing critical communications network support, security services, classified voice/data connectivity, and technology upgrades. Directed network management and service desk/help desk operations.

Field Services Manager. Guided 20 information systems and security professionals in supporting and providing customer assistance, problem recognition, isolation and resolution associated with software, hardware, and network operations. Additionally provided field service of desktops, laptops, printing and cabling for more than 4000 customers.

Information Assurance Manager. Subject matter expert and designer of formal training programs for information assurance. Verified security clearances of personnel entering command facilities and accessing information systems. Led 74 personnel to achieve 100% compliance with mandatory IAWF training requirements. Led command to exceed Department of Defense standards for information assurance and security by processing more than 400 voucher requests which lead to 350 professional certifications such as COMPTIA, MICROSFT, CISCO, and EXIN being achieved, which resulted in 22 personnel receiving the new 2791 Navy Education Classification (NEC).

Communications/Automated Data Processing Manager (Lead Chief Petty Officer) (2007 to 2009)

Commander, Destroyer Squadron Fifteen, Forward Deployed Naval Forces, Yokosuka, Japan

Managed secure voice/data network communications and ADP operations for command with seven ships and 2,000+ personnel. Lead trainer and evaluator for network operations, communications, and Automated Data Processing staff. As Information assurance manager provided direct support to Commodore and other senior officers. Maintained 100% reliability of 35 mission-critical command and control circuits during contingency operations. Advised C4I/Network Defense Team on vulnerability assessments and contingencies, maintaining near-perfect reporting and zero loss of tactical capabilities.

Instrumental in transferring enterprise network infrastructure from aircraft carrier USS Kitty Hawk into USS George Washington. Tested and verified networks, hardware, and applications.

Awarded Navy and Marine Corps Commendation Medal for exceptional leadership as Lead C4I Inspector, training crews of multiple ships to earn Operations Information Warfare Excellence Award.

Maintained 100% compliance with DOD information assurance regulations aboard all 7 ships.

Recognized technical expert, greatly exceeding standards for knowledge and performance.

Information Systems Supervisor/Technician/Lead Petty Officer (2006 to 2007)

Commander, Destroyer Squadron Fifteen, Forward Deployed Naval Forces, Yokosuka, Japan

Led, supervised, and evaluated team of 17 information systems technicians. Trained and evaluated 250+ IT specialists across seven ships, certifying personnel in critical C4I/C5I (command, control, communications, computers, combat systems, and intelligence) systems, information assurance, and network operations under real-world scenarios and simulated wartime conditions.

Automated Data Processing (ADP) Supervisor/Lead Petty Officer (2005 to 2006)

USNS San Jose

Supervised maintenance and administration of shipboard networking equipment valued in excess of $2M with 100% accuracy and equipment accountability, including security upgrade for Windows and UNIX based systems.

Credited with flawlessly administering and managing the ships Local Area Network with unparalleled efficiency and effectiveness.

Tactical Support Communications Watch Officer (2002 to 2004)

Naval Communications Detachment, Misawa, Japan

Provided communications support for Seventh Fleet and supporting units. Maintained 99.6% or higher reliability on 27 mission-critical command and control circuits. Led operations in the in achieving 100% accurate delivery of 120,000+ messages. Managed commands training program, ensuring that 17 personnel achieved 100% of required training and mission readiness.

Directed 235+ training drills, improving communications detachments readiness by over 50%.

As Assistant Security Manager verified, initiated, and terminated security clearances and facility access for more than 50 personnel. Updated command physical security Standard of Operating Procedures ensuring strict compliance with directives governing disclosure and dissemination of classified material.

EDUCATION AND TRAINING:

Master of Science, Information Technology Management. TUI University, Cypress, California (2010) Graduated with honors, Emphasis in Information Security/Assurance and Digital Forensics

Bachelor of Science, Information Technology Management. TUI University, Cypress, CA (2007)

Associate Applied Science, Computer Technology. Excelsior College, Albany, NY (2006)

CompTIA A+, Network+, Security, and ITIL Foundation

United States Navy schools and training including:

Information and Communication Manager (ICMC) Information System Security Manager (ISSM)

Network Security Vulnerability Technician (NVST) Navy Security Manager (NSM)

Journeyman Networking Core Advanced Network Analyst (ANA)

PROFESSIONAL ASSOCIATION:

Armed Forces Communications and Electronics Association (AFCEA)

Information Systems Audit and Control Association (ISACA)

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