Customer Service Manager
Resume:
MICHAEL J. YOUNG JR
CUMMING, GA 30040
**********@*****.***
OBJECTIVE
To obtain a position with a fast and growing firm, Skills
where positive contributions to the organization
are rewarded with professional growth. To work in Adobe
a highly energetic environment with an Dreamweaver
opportunity to learn new skills and to have an Adobe Photoshop
Adobe Flash
ability to grow and advance. To be a part of a
Corel Paint
company that encourages open minded and
Shop Pro
foreword thinking. To work in an environment
where my skills are always put to the test and I'm Eclipse IDE
GIMP
constantly challenged
MS Office Suite
Swish Max
EDUCATION
AJAX
CSS
Technology Center Inc. Atlanta, GA HTML/XHTML
Java
Capitol College Laurel, JavaScript
Shell scripting
MD
SQL
January 1997 - September 2004 XML/XSL
Visual Basic
TESST Washington,
IBM DB2
DC Atlanta, GA
MySQL
Oracle
Attended MCP, MCSA, MCSE & MCT, (Check
Point, CCSA, CCSE) and (Cisco CCNA) & AIX/Linux/UNIX
Windows 95/ 98 /98SE/ME/2000
Obtained All Certifications. I also hold my
XP/VISTA/ Windows 7
COMPTIA, A+, NET+ & Security+
Apache/Tomcat
WebSphere Suite
Certs
ICOMPTIA A+, NET+, Security+, MCP, MCSA,
MCSE, MCT, CCSA, CCSE & my CCNA, CSPFA
Computer Science, Bachelor of
Science August
1997 – March 2001
Capitol, College Laurel, MD
GPA 3.7/4.0
Specialized in Human Interface Design and
Computer Networking areas. Contributed to team
projects, to create simulated real-world
applications. Served as Teaching Assistant for
introductory programming class, responsible for
assignment grading, class review sessions, and
one-on-one student meetings.
MBA - Information Security and
Assurance August
2001 – March 2003
George Mason University Arlington, VA
GPA 3.9/4.0
Specialized In the needs of preparing to meet the
need for information security and assurance
professionals and to work in a wide variety of
capacities to protect the information systems of
different types of organizations, such as the
nation’s information infrastructure conducted
research in information security and assurance.
Contributed specialized theoretical knowledge and
experimental experience. Tested operating
systems and networks. Focusing on the technical
aspects of information security, examined ways to
provide secure information processing systems by
investigating operating systems security, distributed
secure system architectures, database security,
software applications security, security policies,
applications security, network and distributed
systems security, cryptography, and security
protocols.
EXPERIENCE
Resource Manager
June 2012 – June
2013
Business Information Solutions Robertsdale,
AL
KEY RESPONSIBILITIES:
1. Responsible for the administrative management
of a professional staff of Implementation
Consultants. Provided mentoring, guidance,
performance counseling, and corrective action on a
regular basis. Provided formalized feedback
through the annual review process and developed
individualized development plans.
2. Responsible for the recruiting, interviewing,
hiring, and retention of a highly talented and
professional staff.
3. Managed the new hire orientation and training
process to ensure a positive and smooth transition
to the organization. Analyzed ongoing training,
developmental and skill needs and scheduled and
provided training as necessary. Scheduled project
assignments and task forces that provided
individuals with developmental opportunities.
4. Developed, maintained and administered
incentive pay; programs. Ensured program
components accurately reflected the efforts and
results of the consultant and the payout is received
timely. Administered the salary administration
process and periodically reviewed internal and
external equity to ensure that pay plans are
competitive.
5. Compiled and evaluated data received from
Implementation Managers and Project Managers
regarding consultant performance on a project-by-
project basis for use in consultant performance
feedback sessions. Works closely and effectively
with the Implementation Managers and Project
Managers on consultant performance and
development issues.
6. Responsible for management of eTime, travel
expenses, Plan view time sheet approvals and
other associate administrative assignments.
Results Oriented: worked to achieve the highest
levels of personal and organizational performance
in order to exceed business goals. Client Focus:
Understood the perspective of the client and took
actions to integrate their needs. Problem Analysis/
Resolution: Gathered information necessary to
make decisions, anticipated, identified, resolved
problems in a timely manner; knew and used
available resources.
Technical Support Specialist Tech
Lead February 2009
– May 2012
AITC - CONTRACTED TO DC GOVENMENT
Washington, DC
AS Tech lead I supported the primary enrollment /
credentialing center for the DC One Card (DC1C),
(DCPS) DC, Public Schools, (MPD) Metropolitan
Police Department, (OAG) Office of the Attorney
General and many other DC Government
Agencies. I was responsible for supporting center
operations, operating credentialing systems and
equipment, and providing exceptional customer
service to District agency, employee, and citizen
customers. This required excellent communications
and interpersonal skills. The ability to direct my
own work efforts and also work as a team Leader
and team player.
Technical Requirements:
Collecting / managing trouble tickets, tracking to
completion Set up Batch
processing & Java Spring Batch to run overnight
Managing, resolving challenging customer support
issues
Supporting IT processes that are critical to
business operations
Account creation / Deletion, Password Resets,
ETC.
Drive mapping, MS Office Support, E-mail
Archiving.
Cisco VPN Support and general PC Trouble
Shooting.
Web
Developer
February 2007 - September
2010
Alliance Interactive PT Washington, DC
Lead designer and developer for web sites and
promotional media for small businesses. Utilized
contemporary design to create concise web sites
for specific client needs. Site creation included use
of CSS, HTML, JavaScript, MySQL, Adobe Flash,
Swish Max, PHP, online payment features, and
form processing. Created and assembled web
graphics, including logos and advertisements.
Designed email blasts and newsletters for site
launches and event announcements.
25B -- information Systems Operator-
Analyst PT October 2005 -
January 2009
US Army / National Guard, Manassas, VA
Duties for MOS 25B - Bravo Installs, operates, and
performs unit maintenance on multi-
functional/multi-user information processing
systems and peripheral equipment and auxiliary
devices. Performs input/ output data control and
bulk data storage operations. Transfers data
between information processing equipment and
systems. Troubleshoots automation equipment and
systems to the degree required for isolation of
malfunctions to specific hardware or software.
Restores equipment to operation by replacement of
line replaceable unit (LRU). Installs, operates, and
performs strapping, restrapping, PMCS and unit
level maintenance on COMSEC devices. Assists in
the design, preparation, editing, and testing of
computer programs. Drafts associated technical
documentation for program reference and
maintenance purposes. Modifies existing
application packages using application and
operating system software and appropriate
computer language commands and files.
Desktop Support Technician 8 Month
Contract January 2007 –
September
2007
Siemens IT, Tysons Corner, VA
Government and Military 8 Month Contract.
Provided end-user support for Dell Laptops HP
printers, Dell Desktops and IBM Lotus Notes 8. I
was required to provide ticket resolution within SLA
guidelines... Provided support on multiple model
dell laptops and desktops, I,E.; System board
replacements hard drive swaps Re-imaging
Keyboard swaps, Monitor replacements, RAM
upgrades, New user account setups, VPN support,
Network support, Wireless Network Support and
Printer Network Support. Application support: Cisco
VPN, Citrix Server/NFuse, MS Office, Outlook,
Excel, PowerPoint, UNIX Reflection /SA and One
view. All tickets where created and responded to in
Clarify
NOC Supervisor 1 Year Contract
February 2006 –
January 2007
Open Band, Sterling, VA
1 Year Contract. I Worked in the inbound/outbound
call-center environment; I was Responsible for
answering incoming calls from existing and future
customers, partners, and vendors; I Documented
customer communications in the forms of Trouble
Tickets, Service Orders, or account notes; I
Coordinated service deliveries and problem reports
received from customers, I Provided future
customers with information about services offered
by Open band; I Generated service orders based
on the customers selections using Open bands
web-based Operations Support System; OSSI
Responded to customer calls regarding problems
the customer may be experiencing with Open band
service or equipment; I Performed troubleshooting
based on established procedures and scripts; I
Created trouble tickets in Open band web-based
operations support system (OSS); I received
Escalated tickets from Open band Level I technical
staff; I Provided customers additional information
on earlier created orders and trouble tickets; I
Scheduled on-site troubleshooting; I Performed on-
site troubleshooting, when on Call, I worked a shift-
based schedule of 24-7 Tier-2 support On-Call; I
Provided support, for Internet Service, Telephone
service I was also an internal company MIS help-
desk Tech. I Provided customer support, such as
LEC and IXC customer service; Cable television
service customer support, such as MSO and
private cable operator's Customer Service; I was
required to be an Advanced User with the following
applications. MS Windows, XP, 2000 and NT based
operating systems. MS Word, Access and Excel. E-
mail applications, CC Mail, CC Mobile, lotus notes,
Mozilla - Thunderbird and other Mozilla
applications, browsers, and web-based tools and
applications; Required knowledge of the following
internetworking concepts, tools and applications:
Telnet, DUN, TCP/IP, IPX/SPX, SSH, FTP, VNC,
VPN, DHCP, DNS; X-Manager, centigram and OSS
Ticketing system. I supported routers wired and
wireless. firewall operation and configuration;
Required knowledge of troubleshooting large scale
networks, Hubs and (switches, Phone and net)
Help Desk Manager
July
2004 – February 2006
Abbtech -
Contracted, to Lockheed Martin Manassas, VA
Government and Military 4 Month Contract
Supported the US ARMY, USAREC and MEPCOM
via phone and remotely on a Temp Contract. Took
all help desk calls. Created tickets in an MS
ACCESS based ticketing system. Created Monthly
Reports in Access. Repaired, supported and
managed WINCAT PC’s, DELL desktops, RSA
Tokens and Smart Card Security authentication,
Thermal Printers, EFCS finger Printing Machines,
Desk Site, File Site and Offsite, DUNS, TCP/IP,
VPN, NCD UNIX interface Terminals. HP Printers
Belkin and APC UPS back-ups
Technical Trainer. Part Time /
Student December
2002 - May 2004
Technology Center Inc. Atlanta, GA
Attended MCSE, CCSA and CCNA & Obtained
Certifications. Previously obtained the following
Certifications and Instructed Classes on CompTIA
A+, NET+ and Security+.
PC Technician
January 2003 – June
2004
A&T Systems, Silver Spring, MD
Computer/IT Services: Provided on-site client
support for hardware and software issues.
Reviewed and responded to client work tickets
using the Remedy ticket system. Troubleshot
TCP/IP, IPX/SPX, Dell, Toshiba, IBM and HP
workstations HP printers MS Office applications,
networking issues (Novell), government
applications, Spyware apps, PC rebuilds and
Ghosting Via Norton Ghost and a variety of other
hardware and software applications.
Helpdesk Manager
December 2001 –
January 2004
A&T Systems, Silver Spring, MD
Government and Military pilot program for the Army
National Guard.
Generated In-Bound Call Volume reports. Took all
escalations. Generated reports, Maintained In-
house made ticketing system. Had eight
employees reporting to me. I supported every
aspect of this project. As help desk manager, I
constantly dealt with different responsibilities from
staffing and manning the help desk and monitoring
each staff’s performance, to special projects, I
created and wrote company mission statement and
helped build a foundation of different procedures
that aided in the smooth delivery of excellent and
qualified customer service care.
• re-set up the help desk according to the traditions
and customs of the management
• created and sustained formal processes for
increased and consistent productivity
• executed proper methodologies to improve call
resolutions, managed customers’ individual
perceptions and developed strong and stable
internal relationships
• selected suitable technology and other useful
resources to heighten the effectiveness of help
desk assistance programs
• developed a competent team of help desk
professionals through innovative and qualified
hiring and training skills and methods
• executed inventive staffing and scheduling
methods and models for a more guaranteed
coverage at lower costs
• created an effective and unique customer care
mantra that ensured customer satisfaction and
loyalty
• evaluated the performance of help desk teams
through several statistical and reporting methods
and models;
• marketed the image of the help desk team as a
support organization that displays and fosters the
IT strategy and vision of the company.
Help Desk Technician Level 3. 1 Year
Contract February 2000 -
December 2001
Wang - Getronics Government Solutions,
Washington, DC
Government and Military Provided phone, desktop
and remote support for client’s hardware and
software issues. Reviewed and responded to
internal client work tickets using the Remedy ticket
system. Troubleshot TCP/IP, IPX/SPX, Dell and
Toshiba workstations CC mail and cc Mobil,
networking issues (Novell), government
applications, PC anywhere, and Norton Ghost also
provided ACD phone support
Technical Support Level 1, 2 &
3 October
1996 - January 2000
Toad.net, Severna Park, MD,
Errol’s Internet/RCN/ Starpower, Springfield,
VA. & UUNET, Ashburn, VA
Internet Services: Reviewed and responded to
client work tickets Provided technical support to in
bound callers regarding their networking TCP/IP, E-
mail Dial-up, T1 & T3 Telco issues. Troubleshot
hardware and software issues. Performed E-mail
replays to Incoming client questions regarding their
PC trouble issues programed scripts to handle
Usenet groups to help lift the UDP. These are the
three ISP company’s I worked for Not including
DIGEX ISP and managed hosting
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