Quality Assurance Customer Service

Joe Carey

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

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

City: Springfield

State: VA

Zip: 22152

Country: USA

Phone: 703-***-****

Skill Level: Management

Salary Range: 70000

Primary Skills/Experience:

Software/Databases: MS Office suite (Project, Visio, Word, Excel, Power Point, Access, Outlook)

Operating Systems: MS Windows

Hardware: Installed Hardware, Device Configurations, Maintenance, PC

Networking: Network+, Cost Control, Managed Network

Methodologies: QC, QA, Senior Management, ISO 9002, ITIL, Project Management

Others: A+, MCSA, MCSE, MCDBA, MCSD, CNA, CCNA, COMSEC, ISSO, NEPA, SLA, MOU

Educational Background:

Master Degree - Public Administration

Troy University - 2007

Bachelor Degree Computer Science

New York University 1995

Electronic Systems Inc. (Full Time Student) 11/2001 - 8/2002

Received training in A+, Network+ and Microsoft

Completed certifications in A+, Network+, MCSA, MCSE, MCDBA, and MCSD

Job History / Details:

Over 20 years of experience in management and supervision, with strong interpersonal and communication skills. Excellent customer service skills developed through a commitment of providing the customer with the best possible service. Strong technical and business qualifications with an impressive track record of analyze an organization's critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions.

CERTIFICATIONS

PMP - Project Management Professional 2010

ITIL version 3 Foundation Certified 2008

Security + Certified Professional 2005

Enterprise and Web Security Certified Professional 2003

MCSE - Microsoft Certified Systems Engineer (Windows 2000) 2002

A+ Certified Professional 2002

Network + Certified Professional 2002

Six Sigma Green Belt Certified 2001

PROFESSIONAL EXPERIENCE

U.S. Department of State February 2003 June 2012

Branch Chief - ESOC Customer Management (ECM) Branch (August 2008 June 2012)

Oversees and directs negotiation, coordination, monitoring of Service Level Agreements (SLAs) and Memorandums of Understanding (MOUs), for services between Systems Integration Office (SIO) and other Department of State bureaus.

Decrease response to customer inquiries from 10 business days to 2 business days

Change metrics for scheduling kickoff meeting with customer from 20 business days to 3 business days

Average SLA was 298 days old. In six months the average SLA is 35 days old which is a decrease of 851%

IT Lab Manager IRM Operations Program Management and analysis Division (PMA) (February 2003 August 2008)

Manage the operation of the IT Lab. Provide expert guidance in testing hardware and software for critical Department of State (DOS) IT systems and Global Information Technology Modernization (GITM) Program installs. The IT Lab evaluates and tests all new equipment for deployed during the four year refresh cycle for posts overseas and domestic.

Proved Tier 3 support for over 100 GITM installations per year

A warehouse fire affected 473 pieces of equipment estimated at $1,400,000. Reorganized the IT Lab for testing and recertification, which resulted in the recovery of 93% and $1,300,000 savings

Set up procedures for submitting equipment technical specifications through DOS Information Technology-Change control Board (IT-CC)

When on eight TDY s trips to overseas post. The installs give insight into bottlenecks and infrastructure installations issues.

Established a wireless transmission connection between DOS Annex and the contractor-operated facility, which resulted in a hundred fold increase in network performance

Other assigned duties:

COMSEC (Communications Security)

Scored satisfactory on all 16 COMSEC audits

USO (Unit Security Officer)

Brief newly arriving employees, changes combinations on safes and locks and processes security incidents

ISSO (Information Systems Security Officer)

Virtualized 7 servers to 1 to increase security and to reduce costs

NEPA (Non-Expendable Property Account) Custodian

Locate and account for over 2500 items

General Fiber Communications Inc. (NASA Langley Research Center) August 2002 February 2003

Lead Systems Administrator/Information Technology Server Administrator

Supported the NASA Langley Research Center outsourced desktop contract. Provided advanced system administration support and updates time-sensitive service requests using the Remedy trouble ticket system.

Identified and resolves computer issues for 2800-plus seats.

Gateway Computers Inc. (Plant Closed) September 1999 November 2001

Quality Supervisor (April 2000 - November2001)

Supervised and coordinates activities of Quality Assurance (QA) and Quality Control (QC) activities pertaining to Gateway processing and production operations. Reviews reports and conferred with production management and engineers to solve work-related issues.

Reduced quality defects by 63%

Reduced Retest backlog 98% in 45 days

Improved Retest cycle count accuracy from 49% to 95%

Supervised 12 Quality Auditors, 5 product Testers and 2 Quality Engineers

Manufacturing/Production Supervisor (September 1999 April 2000)

Supervised and coordinate the assigned area to achieve departmental and business goals. Ensure compliance with all ISO 9002 and ESD policies and procedures. Assigned and scheduled recurring work, one-time projects, based on priorities and existing workload. Insured work requirements were within employee s training.

Within six months team went from 10th in production to 1st and 7th in quality to 2nd

Received the Ted Waitt Award for team #1 ranking in production and #2 in quality for 1st Quarter 2000

Supervised 12 builders, 6 QC technicians and 2 troubleshooters

College & University Computers (Summer Hire) April 1999 September 1999

Computer Technician/Assembler

Completely one-station built for desk top computers. Diagnosed and repaired technical and hardware problems. Installed Novel, 98/NT, other related software and prepared computers for shipment to customers.

Build 8 to 12 desk top computers daily

Owner - Cyber Quad (Computer Gaming Store) (Sold Business) November 1996 February 1999

Owned and managed a gaming store. Set-up and managed 20 PC computer NT Network and 60 console computers.

Manage day-to-day operations which included negotiated contracts with vendors for ordering and purchasing equipment and supplies.

Petroleum Supply Specialist - United States Air Force (Retired) June 1978 June 1998

Responsible for supervise and managing the reception, storage and shipping of bulk or packaged petroleum-based products.

Administrative/Accounting Supervisor 6 years

Storage and Service Station Supervisor 3 years

Hydrants System Supervisor 3 years

Base Fuels Training Supervisor 2 years

Fuels Laboratory Supervisor 2 years

Fuels Control Center Supervisor (Dispatcher) 1 years

Distribution Supervisor 1 year

Facility Manager (Managed an 85 room dormitory) 1 year

Certifications

Fuels Accounting (SEI-040) U1050-II

Fuels Quality Control (SEI-039)

Quality Assurance Representative (QAR)

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