Quality Assurance Customer Service

William CohenIII

Email: abqqbt@r.postjobfree.com

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

City: Macon

State: GA

Zip: 31220

Country: USA

Phone: 478-***-****

Skill Level: Management

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

WILLIAM COHEN III

116 Dorchester Court 843-***-****

Macon, G.A. 31220 abqqbt@r.postjobfree.com

MISSION:

To participate with and lead an equipment repair/maintenance team in such a way that exceeds customers expectations for service, quality, and value, increases company profitability, controls costs, and provides team members with opportunities for professional growth and development.

BUSINESS PROFILE

Operations Management: Recognized by management for successfully managing daily operations to consistently exceed targeted business goals for customer service, profitability, and cost control. Recruit, train, and build teams committed to providing exceptional quality and customer service. Restore profitability to underperforming business units by developing and implementing policies, procedures, and processes to identify deficiencies, improve staff training, and track continuing improvement of operations.

LEADERSHIP * MANAGEMENT

SCIENCE APPLICATIONS INTERNATIONAL CORPORATION (SAIC), Kandahar, Afghanistan

Coordinator, Quality Assurance of MRAP Vehicles 1/09 Present

QA MRAP Vehicle Repair/Maintenance: Plan, coordinate, and conduct quality checks on non-standard Mine Resistant Ambush Protected (MRAP) vehicles from the point of arrival into the repair facility until completion and departure from the site. Verify integration and testing of communications equipment (C4ISR) in each vehicle. Perform initial, in-progress, and final inspections before release of each vehicle. Ensure each vehicle is Fully Mission Capable (FMC) or Ready for Issue. Report daily production statistics to both the Sustainment Chief and the Production Manager. ActiveSecurity Clearance: Secret.

Program Management: Manage production, quality assurance, and administration of four (4) separate maintenance programs provided by subcontractors ManTech, Force Protection, Navistar, Oshkosh, and Ranger Land to ensure compliance with the U.S. Militarys 10-20 and FMC Standards. Facilitate each program in a separate location within a 10-mile radius.

Additional Programs: Participated in initial, in-progress, and final inspections for vehicles in these additional programs: Oshkosh MRAP-All-Terrain-Vehicle Underbody Improvement Kit (MATV-UIK); Navistar Defense MaxxPro MRAP Independent Suspension System Upgrade (ISS); MRAP Battle Damage Repair (BDR); Quality Assurance Inspections of new MRAP vehicles received from manufacturers in the Continental U.S. (CONUS). New Program: Participated in planning the implementation of the MaxxPro Survivability Upgrades (MSU) program scheduled to begin in December 2012.

Supervision/Training/Staff Development: Supervise, train, and continually monitor the repair and maintenance processes and procedures performed by 150-200 mechanics and fabricators to ensure they produce the highest quality work in a timely, efficient, and cost-effective manner. Take corrective action when necessary to maintain FMC and U.S. Military 10-20 standards.

Inventory Control/Distribution: Schedule, order, and control inventory for 80% of parts and components required for repair and maintenance of MRAP vehicles. Ensure inventory records are accurate and accountable. Coordinate distribution (loading/unloading) of vehicles with the Transportation Specialist to ensure timely arrival to assigned locations.

Achievements:

Quality Improvement/Productivity: In early 2009, participated with the management team that reviewed, analyzed, designed, developed, and implemented production processes and procedures that significantly improved production quality, productivity, and efficiency while controlling costs. Completed production overhaul that produced better, more reliable MRAPs and successfully reduced injuries and loss of life.

WILLIAM COHEN III, page 2 of 3

GENERAL DYNAMICS LAND SYSTEMS, Kandahar, Afghanistan 5/08 12/08

Field Service Representative/Field Service Trainer

Training/Staff Development: Planned and coordinated field training of military personnel who operated, drove, and repaired the companys MRAP series of vehicles located at both domestic and international locations. Planned, developed, scheduled, and conducted specialized training programs to meet current and future field requirements of the U.S. military. Advised and assisted instructors in the development, validation, and implementation of training programs. Trained new personnel in technical matters required to maintain heavy equipment wheeled vehicles.

Course Content: Included mechanical, electrical, and electronic theories and hands-on instruction for the repair, replacement, and maintenance of vehicle structural components. Trained drivers in safe operation of MRAP vehicles, operation of separate crew stations, organizational maintenance procedures, and Preventive Maintenance Checks and Services (PMCS),

ITT INDUSTRIES, Camp Arifjan, Kuwait 3/05 11/07

Lead, Lean Heavy Equipment Mechanic, Camp Arifjan, Kuwait (8/07 11/07)

Quality Assurance: Planned and coordinated daily repairs, refurbishing, and maintenance of M1000 Trailers (Heavy Equipment Transporters) and HMMWVs to ensure compliance with designated military quality and safety regulations and standards. Facilitated In-Shop Quality Inspections on the APU Units and M1000s.

Supervision: Supervised, trained, developed, and evaluated performance of 45-60 mechanics to ensure efficient operations. Special Project Operation Batter Up/Stryker Armored Fighting Vehicles: Supervised 135 mechanics who installed AOA Kits (Add On Armor) to Stryker vehicles (ICV, RV, and ATGMS) and other combat equipment. Project significantly improved safety of soldiers.

Inventory Control: Ordered and managed inventory of parts to control costs and ensure accurate records.

Lead, Lean Line, HRC Mina, Abdula, Kuwait (7/06 8/07)

Supervision: Supervised 128 mechanics/helpers (including 11 Team Leads) who repaired heavy equipment on the assembly line in the High Mobility Medium Wheeled Vehicle (HMMWV) Refurbishment Center.

Quality Assurance: Developed shop guidelines, standard practices, policies, and procedures to ensure work performed complied with FMC and Military 10-20 standards for quality, safety, and fire hazards. Monitored and tracked Lean Line cycle process and maintenance.

Achievements:

Productivity Lean Line Concept: Improved productivity and efficiency by converting the production area and warehouse to the Lean Line Concept from the Bay Maintenance Concept.

Program Management: Successfully managed both maintenance programs simultaneously in two separate locations, Abdula and Arifjan, Kuwait.

Lead, Heavy Mobile Equipment Mechanic, GMASS Camp, Arifjan, Kuwait (3/05 7/07)

Supervision HMMWV Suspension Upgrade Program: Supervised 16 mechanics that disassembled and reassembled suspension systems on HMMWVs to improve operability. Assigned work based on mechanics technical skills. Conducted visual inspections on each vehicle to determine specific parts needed. Ensured completed suspension upgrades received full inspections including torque verification per LTI standards. Restored vehicles to Fully Mission Capable status.

Inventory Control: After disassembly of suspension systems, ensured each part was tagged with a recoverable code. Ensured both serviceable and unserviceable parts were also documented.

AM GENERAL LLC, South Bend, Indiana 7/04 2/05

Maintenance Technician/Parts Specialist, ITT Industries, Camp Arifjan, Kuwait

Inventory Control: Managed, distributed, and controlled inventory of parts and components required to repair and maintain HMMWV vehicles for use during service in the combat zone in Iraq and Afghanistan. AM General is the original equipment manufacturer (OEM) of the HMMWV.

Supervision/Staffing/Training: Supervised, trained, and scheduled 5 inventory personnel (Parts Runners and Supply Technicians) to ensure all parts were delivered to team members in numerous repair centers and remote sites in a timely manner to support fulfillment of their missions.

HMMWV Equipment Repair/Maintenance: Ordered and procured HMMWV parts and components to support daily repair/maintenance of tactical vehicles by 30 mechanics to ensure compliance with MIL 10-20 standards for Direct Support Level Maintenance for the 998, 1025/1026, 1114, and 1151 family of vehicles.

Achievements:

Productivity/Quality Assurance: Participated with a management team that significantly improved the HMMWV maintenance during the early/critical period of the Iraq war. Then hired by ITT Industries.

WILLIAM COHEN III, page 3 of 3

PALMETTO TIRE, North Charleston, South Carolina 4/03 6/04

Retail Sales/Service Manager

Sales Management: Managed daily sales and service operations for a high-volume, retail automotive store and repair center grossing $2 million annually. Successfully built a team that strived to achieve 100% customer satisfaction. Promoted to Manager after serving six weeks as a Lead Service Advisor.

Training/Staff Development: Recruited, hired, trained, scheduled, supervised, and evaluated performance of a sales and service staff of 18-21 personnel, including 3 Service Advisors, 12-15 automotive mechanics, and 3 customer service assistants. Provided ongoing training to staff in sales processes, customer service policies, quality assurance, complaint resolution, safety, environmental compliance, and employee relations.

Financial Operations: Managed daily financial operations to increase profitability and control costs. Prepared bank deposits for pick up by an armored service. Ordered and managed inventory of automotive parts to ensure accurate accounting records.

Achievements:

Revenues/Profits: Recognized by management for successfully increasing profitability by improving customer satisfaction, quality assurance, and repair/maintenance services.

AERO AUTOMOTIVE, West Ashley, South Carolina 9/00 3/03

Assistant Service Manager

Management: Managed daily sales and service operations for a high-volume, retail automotive store and repair center grossing $1.5 million annually. Planned and coordinated merchandising and advertising promotions.

Training/Staff Development: Recruited, hired, trained, scheduled, supervised, and evaluated performance of a sales and service staff of 20-25 personnel, including Service Advisors, automotive mechanics, and customer service/billing associates. Provided ongoing training to staff in sales processes, customer service policies, quality assurance, complaint resolution, safety, environmental compliance, and employee relations.

Achievements:

Revenues/Profits: Recognized by management for successfully increasing profits and improving customer satisfaction by implementing more effective training processes and procedures to built a productive, service-oriented team.

PROFESSIONAL DEVELOPMENT

UNITED STATES DEPARTMET OF THE ARMY

Certificate, Instructors Course, Drivers Vision Enhancer (DVE)

OSHKOSH CORPORATION

Field Level Maintenance New Equipment Training - MRAP-ATV

ITT INDUSTRIES

Yellow Belt Orientation, Yellow Belt 101, 201

Lean Six Sigma Green Belt Certified, Lean Orientation

Six Sigma - Lean Value Stream Analysis Workshop

Hazardous Waste Operations and Emergency Response Course

Navistar International Military and Government (IMG) LLC

Maxx Pro-IMG - DASH Field Level MRAP Maintenance Course (40 Hours)

Cougar MRAP Course of Instruction (40 Hours)

General Dynamics Land Systems RG-31

Certified Field Service Representative/Certified Field Service Trainer

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