Customer Service Manager

Location:

United States

Posted:

October 12, 2012

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Resume:

JOHN CASEY

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PROFESSIONAL EXPERIENCE

Military/Customer Trainer Northrop Grumman Information Systems

(July 2002Present)

Over 10 years of technical experience for delivering and preparing oral and written

presentations for hundreds of military and government personnel for NG products and

programs including Tactical Data Links such as Link 16, Link 11, Navy Satellite-J, JREAP-

A, JREAP-B, and JREAP-C.

Perform installations, integration, and checkout on hardware and software components at

multiple military and customer locations.

Develop documentation, training curriculum, computer-based training (CBT), and embedded

help for NG products and programs including LMS and JSS.

Field Engineer and technical representative with customers during numerous exercises

conducted by the military in different geographic areas including the Air Operations

Center (AOC) and JICO Interface Control Cell (JICC).

Support customer service requests, help troubleshoot, and solve customers requests in

person and through voice and E-mail communication.

Managed a training team of 4 people as a Cost Account Manager (CAM) and training lead for

training material development ensuring development, productivity, accuracy, and

reliability including EVMS management.

Familiar with and consistently follow ISO 9001 Training procedures and processes.

Public speaking, presentations, demonstrations, and briefs for many students and

customers

Experience with technical writing of operation and user s manuals.

Supported numerous military exercises supported that included Noble Ardent (France),

Pitch Black (Australia), Talisman Saber (Australia), RIMPAC (Hawaii), NETOPFUE (Germany),

JEFX (Las Vegas), and Trident Warrior (Canada).

Field support and SME for the LMS during Talisman Saber in Australia spending three weeks

in the outback.

Pacific Scheduler Northrop Grumman Information Technology

(Aug 2000July 2002)

Liaison between SPAWAR Systems Center (SSC) and SPAWAR 04F coordinating ship installation

drawing (SID) dates and issues for all pacific based naval ships.

Wrote and edited naval messages addressing the status and details of dates and statuses

in accordance with the Military Standard (MIL-STD) 6040.

Maintained, identified discrepancies and changes found within the Installation Database

(IDB) periodically with correct dates and status.

Operations SpecialistUSS Valley Forge (CG-50) US NAVY

(June 1996May 2000)

Collected and entered data from the Operational Tasking Link Message (OPTASK LINK) into

the Link 11 equipment for Link 11 operations.

Configured, coordinated, and operated various components of the Tactical Data Link (TDL)

including the Key Generator-40 (KG-40), the Data Terminal Set (DTS), and the Tactical Data

Systems (TDS).

Tactical Information Coordinator (TIC)/Track Supervisor Responsible for compiling

accurate track data from numerous radars and exchanging track data with other ships and

aircraft up to 300 miles away using Link-11 based on message standards for Link 11 (OS-

411.series).

Performed Tactical Data Link s Long Look and Quick Look link validation tests using Link

11.

QUALIFICATIONS and SKILLS

Active Secret security clearance

Public Speaking

Demonstrations, presentations, and instructor led instruction

Software Computer Skills include: Articulate, Captivate, CBT storyboard creation,

embedded help for software products

Subject Matter Expert (SME) for Link 11 and Link 16 including Link 16 network design.

Experience with Situational Awareness Data Link (SADL) and Link 22

Earn Value Management System (EVMS) and Cost Account Manager (CAM)

Familiar with Military Standards and ISO 9001 procedures

Training Lead (instructor led training and development)

Experience and familiar with MIL-STD 6040, MIL-STD 6016, MIL-STD 1397, and MIL-HDBK-29612

EDUCATION

Bachelor of Science in Information Technology, National University

Project Management Course (PM1)

Currently enrolled in San Diego State University s Department of Education Technology for

a Masters Degree

Contact Me

858-***-**** - Cell and 858-***-**** - Work

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

To Remeber...

"All that we are is the result of what we have thought." Buddha

Links

EDTEC 540 Projects

EDTEC 541 Projects

See Jane Run

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