Customer Service Quality Assurance

Mark Kuttner

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

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

City: San Antonio

State: TX

Zip: 78249

Country: USA

Phone: 210-***-****

Skill Level: Experienced

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MARK P. KUTTNER

6317 Robinsnest

San Antonio, TX 78249

**********@********.*** Home: 210-***-****

Cell: 210-***-****

SKILL SUMMARY

SECRET clearance (12/2011), B.S. Management/Computer Information Systems and qualifies for Veteran 10-point employment preference. Experienced USAF Meteorologist with primary skill translated as Program Manager (PM). PM and Quality Assurance Skills include expertise with Microsoft Office systems, development of data queries, working with complex formulas, and producing time-saving macros contributing to PM and various performance matrixes. Other experiences include CompTIA Security+ and A+ certification, Remote Administrative Assistance, Microsoft Operating Systems, Unix/Linux-based servers, Remedy Tickets and Accounts, NetIQ, XML, Html, FrontPage, Java, Visual Basic, SQL, and Cisco router/switch configurations.

EXPERIENCE

2011 - Present IT HELP DESK TECHNICIAN

Information Innovators Inc. Port San Antonio, TX

Support the Air Force to deliver Air Force Network Service Operations (AFNETOPS) Enterprise IT Service Desk support for over 900,000 users. Provide end-user, Client Support Admin (CSA) and Network Computer Center (NCC) phone support.

* Work with Active Directory to create, modify, move and assign mailboxes; create, modify, move, delete and restore distribution lists.

* Work Remedy trouble ticketing to track, route, resolve requests

* Provides analytical/technical troubleshooting of hardware and software issues, including Microsoft Office/various Microsoft operating systems

* Remotely diagnostics and troubleshooting client workstations

2008 - 2011 STUDENT (fulltime) Park University: Earned Bachelor`s Degree

2004 - 2008 NCOIC, WEATHER OPS

56 Fighter Wing, Luke Air Force Base, AZ

Oversee production and quality control for weather service operations at Luke Air Force Base, the largest USAF fighter base. Manage a 15-person flight in support of two fighter wings and 45 military operating areas throughout Arizona. Establishes individual product and task evaluations, identifies training deficiencies, and provides additional specialized support. Ensure correct operation of weather radar, communications, and atmospheric sensing equipment worth over $800K

* Authored NASA Space-Shuttle Weather Support Agreement and conducted teleconferences with leading NASA Weather Officer.

* Hosted/conducted meetings with Squadron Commanders to improved weather support and develop an effective web-based weather support platform. Developed and maintained positive relationships with customers and partners through open, timely, transparent and continuous communications.

* Developed/maintained/managed 86 web pages vital to weather support; the web site cross fed to three other bases that trimmed critical minutes off Quick Reaction Forces and hours off mission planning

* Excellent customer service skills, advanced computer skills (Word/Spreadsheets/Web Applications), and a deep understanding of computer networking and web hosting to include TCP/IP, DNS, and Networking

* Created program linking files that calculated performance, product totals, and verification rate; this program saved 20+ man-hours per month and identified trends for improvement

* Led Air Education Training Command`s (AETC) first $500K weather system/sensor suite install; diagnosed problems on software settings, devised fix actions, and cross fed 12 lessons learned to AETC units/system program office saving countless man-hours

* Maintained annual Webmaster certification, Information Security and Assurance training, Risk Management, Regulatory, and Compliance knowledge required to include HIPAA and ISO 27002

* Worked on the test-bed of the AF new online training records program

1999 - 2004 ASST NCOIC, USSOUTHCOM OPS

25th Ops Weather Sq. Davis-Monthan Air Force Base, AZ

Lead 15-person team and supervised employment of a $4M weather weapon system component to generate and disseminate products supporting US government operations throughout the Caribbean, Central America, and South America.

1994 - 1999 WEATHER FORECASTER

1987 - 1994 WEATHER OBSERVER

EDUCATION

Park University * Parkville, MO * (Lackland AFB Campus, San Antonio, TX)

Bachelor of Science, MGT/Computer Information Systems

(> 3.61 GPA, Awarded 08/2011)

Community College of the Air Force - Air University * Maxwell AFB, AL

Associate of Applied Science, Weather Technology (Awarded 05/2008)

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