Customer Service Manager

Donald Cooper

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

Address: PSC 2 Box 2022

City: APO, AP

State: CA

Zip: 96264

Country: USA

Phone: 916-***-****

Skill Level: Experienced

Salary Range: $100,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DONALD R. COOPER

PSC 2 Box 2022

APO, AP 96264-0021

Cell: 82-10-802*-****

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

Summary of Qualifications

* Over 35 years technical and supervisory experience in installation and maintenance on various computer workstations, printers, cryptographic and LAN hardware and software.

* Implemented and performed system security processes and procedures. Possessed TOP-SECRET security clearance for over 20 years. Currently posses an ADP2 security clearance.

* Managed, trained, and evaluated over 38 technicians and maintained 70 different telecommunications equipment items valued at over $5 million with 100 % accountability.

* Performed installation, backups, upgrades, network configuration, and imaging of systems operating with Open Virtual Memory System (Open VMS), Digital Standard Mumps (DSM), Cache, Windows Experience (WinXP), Novell 4.11 Server, Windows 2000/2003 Professional/Server, Windows 7, Windows XP, Microsoft Disk Operating System (MSDOS). Basic knowledge of MS SQL Server 2005.

Technical Capabilities:

Hardware: Various desktop and laptop computer systems, Intel Pentium/x86 CPU based workstations and file servers, Apple systems, Lexmark and Hewlett-Packard printers, hubs, Ethernet, modems, multiplexers, and cryptographic equipment.

Operating Systems: Open Virtual Memory System (Open VMS), Digital Standard Mumps (DSM), Windows 2000/2003 Professional/Server, Windows 7, Windows XP, and MSDOS.

Software Applications: Composite Health Care System (CHCS), MS-Word, Outlook, Excel, PowerPoint, Access, Schedule Plus, Front Page, Netscape and Internet Explorer; Norton and McAfee anti-virus suite.

Work Experience:

Technical Support Lead, Science Applications International Corporation,

Kunsan AB, Korea Nov 2010 - Jan 2013

Perform system analysis of computer, communications, and network systems. Support the installation of computer operating systems, network, application software, and computer/network hardware. Provides hot-line support to customers and possesses troubleshooting skills and knowledge of the MHS clinical systems and Windows environment and OS. Analyzes and supports technical documentation detailing installation procedures. Support the overall integration of all system peripherals so that they can operate correctly within a predefined environment. Manage the overall installation and maintenance of hardware and software on a daily basis. Monitor overall system performance. Oversee daily operations of system at the customer site to ensure system availability. Troubleshoot LAN/WAN network communications operations, hardware and application software. Loads new software releases and software maintenance updates at the customer site. Perform system security checks on a routine basis. Interfaces with customer and responsible for technical communication with

management/other sites.

Deployment Engineer III, Science Applications International Corporation,

San Diego, California Sep 2009 - Nov 2010

Performed the following tasks related to the AHLTA Dental Block II deployment: As the Implementation Specialist I dealt 1-on-1 with all levels of personnel in the military hospitals and briefed hospital management on issues and progress of the implementation. Inventoried the End User Devices and laptops used in the clinics and for training. Worked side by side with the sites helpdesk to answer or correct any issues dealing with AHLTA. Daily status reports and Excel spreadsheets were provided to SAIC management. Worked on the Capacity Planning team for approximately 2 months: I helped support the data integrity of the TIMPO CP Data Repository. Specifically, I organized and streamlined the COI data feed by adding missing data elements,configured data base tables, confirmed circuit sizes and set up the Missing Data Alert Tool to monitor the nightly data loads of COI data. I created new tables, populated these tables with relevant data, and ensured the tables were properly linked to be part of the TIMPO CP Data Repository. I provided input in a capacity planning study by developing a detailed diagram that compared the architecture of the AHLTA CDR and Front End Sub System before and after the AHLTA Technology Refresh.Deployed to 12 military installations throught the United States in support of the CHCS Hardware Refresh Initiative. These activites included assisting in the installation and configuration of the Itanium C7000 hardware and software. Pre-deployment activities included referbising/testing Compaq Alpha DS-10 servers and preparing them for installation of the CoPath enviornment, refirbishing/testing HP Storage Works Ultrium 448 tape drives, testing and upgrading firmware on the HP Storage Works MSA1000, and creating/testing associated LAN and equipment interface cables.

Systems Specialist, Science Applications International Corporation,

Osan AB, Korea Oct 2004 - Sep 2009

Install, troubleshoot and replace/repair any and all equipment identified by the site as Composite Health Care System (CHCS) or Medical Information Systems (MIS) related. This includes Servers, Personal Computers (PC`s), printers, Video Terminals (VT`s), Local Area Network/Wide Area Network (LAN/WAN) equipment, and interconnecting wiring. Load software releases, patches, quick fixes and maintenance updates. Troubleshoot errors from all causes to minimize impact on the system and users. Perform tape backups on a scheduled basis to ensure software recovery in an emergency. Perform day to day operations of CHCS to provide quality user support by ensuring system availability and receiving, documenting and resolving customer problems/issues in a responsive manner. Process and track trouble calls and Downtime Reporting System (DRS) notices. Ensure the Vulnerability Management System is up-to-date reflecting compliance for all Information Assurance Vulnerability notices as applicable. Coordinate with other sites and SAIC agencies to restore system outages, implement user functionalities and site visits by other SAIC employees. Provide assistance with LAN support as needed.

Systems Specialist, Science Applications International Corporation,

Kunsan AB, Korea Jan 2001 - Oct 2004

Install, troubleshoot and replace/repair any and all equipment identified by the site as CHCS or MIS related. This includes PC`s, printers, VT`s, LAN/WAN equipment, interconnecting wiring. Load software releases, patches, quick fixes and maintenance updates. Troubleshoot errors from all causes to minimize impact on the system and users. Perform tape backups on a scheduled basis to ensure software recovery in an emergency.

Perform day to day operations of CHCS to provide quality user support by ensuring system availability and receiving, documenting and resolving customer problems/issues in a responsive manner. Process and track trouble calls and Downtime Reporting System (DRS) notices. Coordinate with other sites and SAIC agencies to restore system outages, implement user functionalities and site visits by other SAIC employees. Provide assistance with OA-LAN support as needed.

Field Engineer, American Computer Services,

Seoul, Korea Aug 2000 - Dec 2001

Performed network/user account administration, system troubleshooting, software/hardware installation configuration and upgrades, system backups/restores, and hardware maintenance on over 1,500 workstations, servers, and printers for six geographically dispersed locations throughout Korea. Developed, documented, and implemented procedures for configuring network printers, which sets the standards for current and future Field Engineers and Administrative Technologist. Performed as Administrative Technologist during absence of incumbent and departure of key personnel. Recognized by faculty, supervisors and peers for exemplary customer service, self-motivation and efficient resolution of a great variety of technical issues that resulted in promotion to Administrative Technologist. Selected to deploy the Windows 2000 Network at Seoul Elementary School; Department of Defense Educational Activity (DoDEA) school with 1200 users which is the largest in the Pacific. This pilot project will set the standard for the Department of Defense Dependants Schools Korea-wide.

Systems Maintenance Technician, JWK International,

Suwon AB, Korea Jun 2000 - Aug 2000

Tracked systems work orders, processed preventive maintenance performance reports, and provided exceptional customer service. Managed and supervised the maintenance, repairs, modification and installation of fire alarm detection and suppression systems for three geographically dispersed locations throughout Korea. Performed periodic inspections and system diagnostics to determine operational conditions and system reliability. Resolved technical problems arising from the installation, modification and repair of fire alarm suppression systems. Managed the requisition, stock control, receiving, storage, issue and turn-in of components and associated equipment.

Family management, relocation to Korea, and study Jun 1998 - Jun 2000

Retired from the US Air Force, relocated family to Korea, returned stateside due to family emergency, returned to Korea for employment, and studied to become an Information Technology Professional.

Branch Chief, and Maintenance Superintendent,

Los Angeles AFB, CA Feb 1990 - May 1998

Established secure Local Area Network installation capability. Project Manager for special secure communications systems installations. Managed multi-million dollar secure communications, installation, and legacy projects that encompassed hardware and software troubleshooting, maintenance, installation, upgrade, and design. Initiated emergency engineering in the configuration of secure communications circuits for the Joint Worldwide Intelligence Communication System replacing two secure networks, saving $50K annually. Managed, directed, and evaluated technicians assigned to the Secure Communications, Land Mobile Radio, Public Address, and the Military Affiliate Radio System work centers. Evaluated technician competence and conducted managerial and equipment technical evaluations. Provided operations and maintenance support to customers at Los Angeles AFB and 23 off-base locations. Resource Property Manager responsible for internal management and control of assets valued at over $6M. Maintained and operated over 800 secure telephones, 60 cryptographic devices, HF/VHF transmitters and receivers, weapons control communications systems, and base emergency broadcast public address systems. Displayed outstanding leadership and managerial skills; set the standards as Chief of Maintenance and guided work centers through four Major Command level exercises with superb execution. Managed on-site engineering, equipment configuration and installation for relocation of the Communications Center, preventing delays in project completion and ensured a smooth transition of customer service. Outshined peers; selected by Squadron Commander to serve as temporary First Sergeant.

Maintenance Supervisor,

Osan AB, Korea Feb 1985 - Jan 1990

Responsible for logistically supporting and maintaining 47 unique priority command, control, communication and intelligence systems employed in the Hardened Tactical Air Control Center for surveillance of all Korean air space. Implemented, as Communications Security (COMSEC) Custodian, improved accounting procedures for one of the largest COMSEC sub-accounts in the Air Force, resulting in an -Outstanding- rating during the Pacific Air Forces communications security inspection. Aggressively managed scheduling of work center technician availability for the Commander in Chief, Pacific Air Force Secure Conferencing System, at the largest terminal encryption center in the world. Increased network reliability by five percent and downtime reduced by 55 %. Restored a critical secure facsimile system that provided senior intelligence officials with the means of enhanced system reliability, saving $16,800 annually. Cited by Seventh Air Force Deputy Commander for outstanding performance and contribution in support of the final acceptance phase of the Operations Intelligence Automation secure data processing system.

Work Center Shift Supervisor and Crypto Repairman,

McClellan AFB, CA Mar 1983 - Jan 1985

Supervised, trained and evaluated technicians in the maintenance and operations of over 296 cryptographic end items supporting the Sacramento Air Logistics Center and the Defense Communications Agency. Ensured constant readiness of mobility team which greatly contributed toward the -Excellent- rating from the Air Force Communications Command Inspector General. Recognized for strong emphasis on safety and security. Rendered vital assistance to a fellow technician who received sever electrical shock which proved life saving.

Education:

* Composite Health Care System Basic Ad Hoc 101 computer based training, SAIC, 2005

* Associate in Applied Science Degree, Electronic Systems Technology, US Air Force 1998

* Core Automated Maintenance System Training, US Air Force 1998

* Certificate, Self Aid and Buddy Care Course, US Air Force 1996

* On The Job Trainer/Supervisor Course, US Air Force, 1989

* Effective Writing Course, US Air Force 1983

* Maintenance Management Information and Control System Course, US Air Force 1982

Professional Licenses/Certifications:

* CompTIA Security+

* CompTIA A+

* General Radio Operator License

* Amateur Radio License.

Additional Skills and Certifications: General Radio Operator and Amateur Radio Licenses, and semi-fluent in Korean.

Awards and Recognition: Air Force Meritorious Service Medal, Air Force Commendation Medal, and Air Force Achievement Medal.

REFERENCES:

Mr. Al Rayos, District Manager, Yokota, Japan

011-81-31-1755-2800

Mr. Craig Carter, Site Manager, Seoul, Korea

011-82-2-7917-3330

Mr. Joey M. Cabrera, Site Manager, Camp Lester, Okinawa, Japan

Office: 011-81-611-***-****

Home: 1-702-***-****

Cell: 011-81-80-3460-9256

Personal email: ********@*****.***

Contact this candidate