Customer Service Manager
Resume:
The Resume of Patrick M. Adams
Personal Information: Patrick Martin Adams
Havana, FL 32333
abogbw@r.postjobfree.com
Education: High School Diploma 1977, AAS 1995, BS 1997
1. High School Diploma, Leon High School, Tallahassee, FL High School
June 1977
2. Associate Degree in Applied Science, Aircraft Maintenance Technology,
Ivy Tech
State College, Terre Haute, IN June 1995
Work Experience:
A. March 2011 to July 2012: Lawn Maintenance/Small Engine Mechanic,
Esposito Home Center, Tallahassee, Florida.
Repaired and serviced Lawn Maintenance Equipment, My Duties included
Cleaning, sharpening and lubricating a variety of motorized equipment
(power mowers, blades, hedge trimmer, edgers, trimmers, etc.) for the
purpose of ensuring units are operating safely and correctly. Diagnosing
and repairing problems and/or failures in a wide variety of equipment for
the purpose of identifying equipment and/or systems repair and replacement
needs. Performing routine and preventive maintenance for the purpose of
ensuring the ongoing functioning of required tools and equipment.
Informing personnel regarding procedures and/or status of work orders for
the purpose of providing information for making decisions, taking
appropriate action and/or complying with health and safety regulations. My
experience has given me a thorough knowledge of the operation of the
equipment as well as problem-solving abilities.
B. April 2010 to March 2011: Customer Service Agent, Gulfstream
International
Airlines, Tallahassee, Florida.
Provided customer service to airline customers desiring to travel and use
the airline's baggage/cargo service. Handled all aspects of ticketing and
checking in customers by operating a computerized point-of-sale system,
boarding baggage service and reservations; handled all cash and credit card
transactions in the purchase and refunds of tickets; resolved customer
situations by providing positive service; worked to resolve problems
caused by over sales, delayed or cancelled flights and any issue revolving
lost/damaged luggage; completed paperwork and forms connected with work
assignments and entered information into the company's computer system; I
was responsible for maintaining safety and security of the ramp areas at
all times, monitored customer safety during boarding and deplaning and
assisted customers in a friendly and courteous manner, marshaled aircraft
on ramp (including directing, assisting and parking all arriving and
departing and towed aircraft); transferred baggage to all other airlines.
In addition, I maintained the airlines ground support equipment and
performed all unscheduled and scheduled repairs/maintenance.
C. June 1995 to Present: Aircraft Mechanic/Inspector, Adams' Classic
Aeroplane.
Own and operate a small business that provides high quality, low cost
aircraft
inspections, servicing, engine repair/troubleshooting and aircraft
modifications. My duties and responsibilities include keeping aircraft
operating safely and efficiently; repairing, overhauling, and testing
aircraft. I have work on various parts of the aircraft including the
wings, fuselage, brakes, tail assembly, oil and fuel tanks, engines and
propellers. My most important tasks performed include adjusting, aligning,
and calibrating aircraft systems using hand tools, gauges, and test
equipment; examining and inspecting engines or other components for cracks,
breaks, or leaks; testing engine and system operations using test
equipment; listening to engines to detect and diagnose malfunctions; using
tools such as cylinder compression checkers and multi-meters. My experience
includes taking apart and inspecting parts for wear, warping, or other
defects; maintaining aircraft systems by flushing crankcases, cleaning
screens, greasing moving parts, and checking brakes. I have assembled and
installed electrical, plumbing, mechanical, hydraulic, structural, parts,
and accessories. I can read, understand, and work from aircraft
maintenance manuals and specifications. Modify aircraft systems, or
components; fly and/or ride in aircraft and to make necessary in-flight
adjustments and corrections.
D. December 2006 to April 2010: Support Manager, Federal Aviation
Administration, Indianapolis, Indiana.
Served as a Second Level Manager in a Federal Aviation Administration (FAA)
terminal air traffic control facility responsible for planning and
directing the operations in the facility; planning and directing multiple
support activities for the facility such as training, quality assurance,
traffic management, airspace and procedures, plans and programs, and other
facility program areas. Directed a highly technical workforce that provides
air traffic control services and tactical and strategic support. I
provided training, coaching, and guidance to subordinates and facilitated
team building throughout areas of responsibilities; I integrated support
resources with operational needs to maintain effective air traffic control
service, and worked other than administrative shifts to meet this
requirement. I was responsible for measuring organizational performance,
continuously reviewed work processes to assure that results meet the
agency's mission and the customer's needs, added value to facility services
and were efficiently achieved. Assigned and reviewed work, planned work and
sets priorities and schedules; approved vacation time for subordinate
managers and employees, prepared schedules for completion of work; assigned
work to subordinates based on priorities; evaluated work performance of
subordinates ensuring equity of performance standards and ratings; gave
advice on work and on administrative matters. Identified and arranged for
training of subordinates; made decisions on work problems presented by
subordinates; heard and resolved group grievances and serious employee
complaints; awarded disciplinary actions; recommended/approved selections
and transfers; recommended/approved awards. Dealt with labor
representatives, from three different Bargaining Units/Labor Contracts,
concerning workforce issues. Provided counseling to supervisors and
managers regarding disciplinary actions against employees. Met with Union
Representatives and employees concerning their grievances and appeal rights
when disciplined. Worked closely with the Agency Personal Managers on the
review and coordination of Agency disciplinary actions.
E. November 2006 to December 2007: Operations Supervisor, Federal Aviation
Administration, Anchorage, Alaska.
Served as an Operations Supervisor in a Federal Aviation Administration
terminal air traffic control facility responsible for planning and
directing operations within delegated areas of responsibility; provided
first line supervision to a team of developmental and certified
professional air traffic controllers; supervised a staff of air traffic
control specialists who were responsible for carrying out air traffic
control assignments within a geographic area; planned and assigned work to
be accomplished by subordinate employees; sets work priorities and
schedules; approved vacation breaks for employees; give advice, counsel,
and instruction to employees on both work and administrative matters;
evaluated performance of employees and recommended performance ratings;
heard and resolved complaints from employees and referred group grievances
and more serious unresolved complaints to a higher level manager;
identified and arranged for developmental and other training needs of
employees; found ways to improve production and increase the quality of the
work directed; adjusted staffing levels and work procedures to accommodate
resource decisions made at higher levels; recommended goals and objectives
for the area and tracked accomplishments; communicated and reinforced
diversity and EEO policies and programs in all areas of responsibilities,
including selection, training, and transfers; supported and participated in
the labor management partnership process, and fostered a work environment
where all employees were treated in a fair and equitable manner.
F. August 2005 to November 2005: Operations Supervisor, Federal Aviation
Administration, Indianapolis, Indiana.
Served as an Operations Supervisor in a Federal Aviation Administration
terminal air traffic control facility responsible for planning and
directing operations within delegated areas of responsibility; provided
first line supervision to a team of developmental and certified
professional air traffic controllers; supervised a staff of air traffic
control specialists who were responsible for carrying out air traffic
control assignments within a geographic area; planned and assigned work to
be accomplished by subordinate employees; sets work priorities and
schedules; approved vacation breaks for employees; give advice, counsel,
and instruction to employees on both work and administrative matters;
evaluated performance of employees and recommended performance ratings;
heard and resolved complaints from employees and referred group grievances
and more serious unresolved complaints to a higher level manager;
identified and arranged for developmental and other training needs of
employees; found ways to improve production and increase the quality of the
work directed; adjusted staffing levels and work procedures to accommodate
resource decisions made at higher levels; recommended goals and objectives
for the area and tracked accomplishments; communicated and reinforced
diversity and EEO policies and programs in all areas of responsibilities,
including selection, training, and transfers; supported and participated in
the labor management partnership process, and fostered a work environment
where all employees were treated in a fair and equitable manner.
G. August 1996 to June 1997: Adjunct Aviation Instructor, Ivy Tech State
College, Terre Haute, Indiana.
Supervised college students and taught the Aviation Maintenance
Technician's course
including basic and advanced aircraft theory and practical laboratory work.
In
addition to teaching class, I represented the College before the Indiana
State
Representatives and Senators as well as during recruiting drives at
surrounding
community high schools. My duties and responsibilities included:
implementing curriculum changes, creating a classroom/lab environment that
was conducive to learning; establishing a learning climate that promoted
orderly behavior of all students while maintaining the dignity and positive
self-concept of each student; expanding the cooperative relationship with
community organizations, individuals and/or activities related to aviation
services; promoted student recruitment, attendance and retention;
H. August 1995 to August 1999: Aircraft Mechanic, United Express, Terre
Haute,
Indiana.
Performed scheduled and unscheduled maintenance on the Airline's fleet of
Beechcraft 1900C/D aircraft. My duties included managing available down-
time to ensure all repairs were completed and all assigned inspections were
complied with. During my tenure, I became certified to perform aircraft
engine starts and taxi certified, hazardous material handling certified,
aircraft ground deicing/anti-icing certified and Airworthiness Release
certified which was required to place an Airliner
back in service following maintenance.
I. June 1985 to December 2005: Air Traffic Control Specialist, Federal
Aviation
Administration.
Served as a Tower and Radar Controller at 5 Federal Aviation Administration
airport traffic control facilities. My duties included coordinating the
movement of aircraft in the air and at airports to prevent accidents and
minimize delays. As an air traffic controller, I usually work in teams,
tracking planes using radar and visual observation. I considered the
weather, including wind velocity and direction, and the number, size, and
speed of all aircraft in the area. I work in 5 different airport traffic
control towers, gave pilots permission to taxi, take off, and land their
aircraft. As a Radar air traffic controller, I worked in a radar room
observing the planes and directed the pilots to runways. As traffic levels
increased, I provided course guidance to place the aircraft into the
traffic pattern of aircraft waiting to land. My duty stations included:
Tamiami Airport Traffic Control Tower (ATCT) Miami Florida, Cherry Point
ATCT, Cherry Point, NC, Florence ATCT, Florence SC, Terre Haute ATCT, Terre
Haute, IN, and Indianapolis ATCT, Indianapolis, IN.
J. January 1992 to December 1996: Principal Facility Representative,
National
Air Traffic Controllers Association, Terre Haute, Indiana.
Served as the Facility's Local Union President responsible for representing
members fairly and effectively in relation to matters arising within the
undertaking or establishment in which they work and which concern
employment and conditions of employment; participated in negotiation and
grievance procedures as provided for in employer/labor union agreements or
in accordance with recognized custom and practice in the
establishment in which they work; co-operated with Facility management in
ensuring the proper implementation and observance of employer/labor union
agreements, the use of agreed dispute and grievance procedures and the
avoidance of any action, especially unofficial action, which would be
contrary to such agreements or procedures and which would affect the
continuity of operations or services; acted in accordance with existing
laws and regulations, the rules of the union and good industrial relations
practice. In addition, I supervised four subordinate Union Officers.
K. January 1986 to December 1989: Principal Facility Representative,
National Air Traffic Controllers Assoc, Florence, South Carolina.
Served as the Facility's Local Union President responsible for representing
members fairly and effectively in relation to matters arising within the
undertaking or establishment in which they work and which concern
employment and conditions of employment; participated in negotiation and
grievance procedures as provided for in employer/labor union agreements or
in accordance with recognized custom and practice in the
establishment in which they work; co-operated with Facility management in
ensuring the proper implementation and observance of employer/labor union
agreements, the use of agreed dispute and grievance procedures and the
avoidance of any action, especially unofficial action, which would be
contrary to such agreements or procedures and which would affect the
continuity of operations or services; acted in accordance with existing
laws and regulations, the rules of the union and good industrial relations
practice. In addition, I supervised a staff of three subordinate Union
Officers.
L. September 1977 to February 1985, U.S. Marine, Staff Sergeant, United
States Marine Corps, active duty.
Served eight years on active duty U.S. Marine Corps as an Air Traffic
Controller at
Marine Corps Air Station (MCAS) Cherry Point, Marine Corps Auxiliary
Landing
Field (MCALF) Bogue Field, and MCAS New River.
Served eight years on active duty U.S. Marine Corps as an Air Traffic
Controller at
Marine Corps Air Station (MCAS) Cherry Point, Marine Corps Auxiliary
Landing
Field (MCALF) Bogue Field, and MCAS New River.
In 1981, when the Professional Air Traffic Controllers Organization (PATCO)
staged
an illegal job strike, I serviced 14 months Temporary Additional Duty with
the FAA.
During my enlistment, I obtained the rank of Staff Sergeant, Military Pay
Grade E-6.
I earned an Honorable Discharge with Reenlistment Code of RE-1A, the
highest and
most desirable discharge and reenlistment code.
Honors and awards include:
Graduated Marine Corps Recruit Depot Parris Island with Meritorious
Promotion to
Private First Class (promotion awarded to the top 5% of platoon)
Expert Rifleman, 5th Award
Good Conduct Service Medal, 2nd Award
(Campaign Medal) Humanitarian Service Medal.
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