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Customer Service Management

Location:
Newport News, VA
Posted:
August 24, 2017

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Resume:

Terry Alvin Rigsby

*** ******* **., ******* ****, VA 23602

Email: ac1zq6@r.postjobfree.com, ac1zq6@r.postjobfree.com

Home: (757) - 369-0202/Cell: (757) - 508-0068

Cell: (757) - 570-2464

PROFESSIONAL SUMMARY

Army retired with 30 years of service, with an additional 14 years of service as a Department of Defense and Department of the Army civilian. I have extensive experience as a manager in Logistics, Acquisition and Supply management, Contract Oversight and Training Development. In addition I also have experience in Contract Quality Assurance and management, Training Program Analyst, Training Analyst, Logistics Customer Assistance, Contract Officer Representative and a Weapon System Point of Contact. I have a Master Certificate in Government Contracting and two Defense Acquisition Workforce Improvement Act (DAWIA) Level 2 certifications in Life Cycle Logistics and Manufacturing, Production, and Quality Assurances.

PROFESSIONAL EXPERIENCE

09/08/2009 – Present: HQ. Training and Doctrine Command, Institute for Noncommissioned Officer Professional Development (INCOPD) Operations, Training Program Analyst, Ft. Eustis, Virginia, Supervisor: Christopher W. Pickett – 757-***-****; Contact: Yes; Pay Grade: GS- 0301 – 13,

Hours per week: 40

Duties: Provide critical support to G-8 in the validation, and processing of Special Interest Items. Applied analytical and evaluative methods to acquisition issues concerning the efficiency, affordability, and effectiveness of acquisition contracts. Submitted budgetary documents into Web-based TRADOC Automated System and PerCapita Cost Factor Website. Provide detailed quality review of Request for Contract Approvals, submitted by INCOPD and USASMA prior to G-8 for processing. Assist in contractual requirements development, contract management, and contract performance management to provide input into acquisition strategies. Provided communication and management skills to correct deficiencies found during Acquisition review process. This included managing and guidance in the development of Performance Work Statements (PWS). Identified potential issues, in the selection of sources to meet requirements during the market research process. Provided technical recommendations to achieve improved effectiveness, efficiency, and economy during development of, Independent Government Cost Estimates (IGCE), Contract Quality Assurance Plan, Cost Benefit Analysis and Justification and Approval for acquisition of other than full and open competition items. Coordinate with G-8, budget and Requiring Activity on the processing of critical requests in order to provide status to leadership. Member of Acquisition Management and Oversight Regulation rewrite Team. As a rewrite team member provided Subject Matter Expertise, guidance, changes and updates to be incorporated into new acquisition regulation.

Accomplishments: Awarded Superior Civilian Service Medal for Civilian Service. Provided leadership and management as a Billing Official for INCOPD and US Army Sergeant Major Academy Government Purchase Card (GPC); authorizing acquisitions GPC items. SharePoint Administrator and Sub-Website manager developed new sites for TRADOC Website and INCOPD SharePoint site. Task manager, managing over 150 assigned tasks per year. Voting member of Acquisition Management and Oversight Regulation rewrite Tiger Team providing recommendations, comments and voted on the implementation of TRADOC wide recommendations into Regulation. Assisted in the successful move of TRADOC Headquarter from Fort Monroe to new location at Fort Eustis Va. In addition was instrumental in the transition and realignment of INCOPD and USASMA to Army University.

08/18/2008 – 09/08/2009: HQ. Training and Doctrine Command, G-7, Concepts, Strategies and Initiatives Analyst, Ft. Eustis, Virginia United States; Supervisor: Dan Hubbard - 757-***-****; Contact: Yes; Pay Grade: GS - 1702 – 13, Hours per week: 40

Duties: Responsible for reviewing, coordinating staff reviews of Joint and Army Concepts, Plans, Strategies, and Policies focusing on the training, leader development, planning, logistics, education (TLE), acquisition planning . HQ level SME providing TLE support to 33 service schools and three Army Major Subordinate Commands. Provides input on TLE implications to TRADOC Commander and other Major Army Commands. Develops, researches and recommends policy changes to ensure trainers participation in strategy, capability and requirements development. Prepare information, white, and staff papers, including read ahead to brief TRADOC Commander and Staff elements on Special Projects, Strategies, and Initiatives effecting TLE Army wide. Develop input, to National Military Strategy and National Security Strategy. Government Billing Official, using analytical and evaluative methods to approve simple acquisition transactions while managing quantity and quality of all acquisitions.

Accomplishments: Perform additional duties as Billing Official for INCOPD and USASMA’s GPC, authorizing acquisitions within the GPC threshold of 3000 dollars; Contract Officer Tech Representative; This include completing Performance Work Statements, Market Research and IGCE; Task manager for all INCOPD’s internal and external tasks. Assisted in the successful stand up of INCOPD from G-7. Obtained Master Certificate in Government Contracting from Villanova University. Completed Defense Acquisition Workforce Improvement Act (DAWIA) Level 2 in Life Cycle Logistics.

08/01/2006 - 08/17/2008: Defense Logistics Agency (DLA), Defense Supply Center Richmond (DSCR), CH-47 Weapon System Team Lead, Senior Customer Account Specialist, Richmond, Virginia

Supervisor: Ronald Jackson-804-***-****; Contact: Yes, Pay Grade: GS-0301-12, Hours per week: 40

Duties: Team Lead for Weapon System Team providing leadership and management for acquisition support to Army-wide Aviation Operations. Planned, organized and directed teamwork to be accomplished by team members, set and adjusted short term priorities, and prepared schedules for completion of work. Formed an alliance between DLA and other major commands to resolve recurring problems and improve management and oversight in the acquisition of aviation repair parts, Customer Service and Systems Life Cycle management. Updated customer master data information within BSM, as needed to facilitate acquisition and delivery of critical parts. Assisted Weapon System Support Managers, Contracting Officers, Theater Logistics Assistance Representatives and Customer Support Representatives in market research, to determine sources of supply for the acquisitions of parts. To expedite delivery of High Priority acquisitions for deployed units in Iraq, Afghanistan and Kuwait researched and found alternate sources of supply such as Surplus and Lateral support. Worked directly with customers, in collaboration with others to address, identify, clarify, and meet their needs. Represented DSCR at weekly Depot Customer Support meetings. Provided assistance in the acquisition of repair parts needed to support Depot Weapon Systems rebuild programs.

Accomplishments: Promoted to Team Lead. Successfully completed DAWIA Level 1 certification in Life Cycle Logistics; provided assistance to forward deployed Aviation Combat Forces in the acquisition of critical repair part. Provided support to 4 Department of Defense (DoD) Supply Centers, 12 DoD Depots and all DoD customers.

08/22/2004 - 08/01/2006: Defense Supply Center Richmond, Weapon System Point of Contact

Richmond, Virginia, Supervisor: Robin Mapes - 804-***-****; Contact: Yes; Pay Grade: GS - 0301-12, Hours per week: 40

Duties: Principal Point of Contact responsible for providing direction, developing broad strategic acquisition management, oversight guidance, customer service and assistance in support of customer relationship management to meet customer needs. In addition provided help to other DLA Defense Supply Centers in the acquisition of critical repair parts. Supported assigned Weapon Systems by working jointly with military logistics centers to support identified large-scale overhaul programs. Assisted in procedural analysis, Weapon Systems Program Management, service life extension programs, problem solving, policy and procedure reviews. Conducted systems long range planning and life cycle management, to include retrofit and repair programs requiring intensive support. Coordinated required logistics support and, distribution operations between Lead Center, Contracting Officers and assigned Weapon System Support Managers (WSSM). Represented Defense Supply Center in coordination meetings with other Supply Centers within the Department of Defense. In addition conducted market analysis to determine sources of supply for deployed units and depot rebuild facilities.

Accomplishments: Provided support to Weapon System Managers and Field Representatives at all DLA Supply Centers. Assisted Depot Repair teams in acquisition of parts for repair of Weapon Systems to bring them back to serviceable condition. Customer Liaison in the acquisition of critical repair parts needed to continue Combat missions.

08/11/2003 - 08/22/2004

Defense Supply Center Richmond -Contract Quality Assurance Specialist

Richmond, Virginia, Supervisor: Darrell Borum-804-***-****; Contact: Yes

Pay Grade: GS-1910-11, Hours per week: 40

Duties: Validated National Stock Number item descriptions, technical data, policy/procure reviews, contractual records, and to update NSN item descriptions into the Standard Automated Material Management Systems during procurement of aircraft parts. Reviewed repair parts verifying the latest revision to Drawings, using my analytical and evaluative abilities conducted procedural analysis, Military/Industry Specifications and Standards, technical data package, customer demand patterns, weapon system support, updating Total Item Records, customer service and, Catalog data resulting in higher weapon systems readiness and, customer service. Provided customer assistance and Contracting Officers assistance for technical/engineering determinations on bids for alternate items acceptability of source; deviations to form, fit and functions of procured items and waivers to specifications as stated in technical data for items being procured.

Accomplishments: Provided assistance to Contracting Officer supporting all branches of Department of Defense in the purchase of repair parts for all equipment assigned to the Defense Department. Reviewed procurement documents including Lots test results, First Article test, correct material and certification of special procedures to ensure proper acquisition of parts. DAWIA Level 2 certification in Manufacturing, Production, and Quality Assurances completed.

11/01/2001 - 06/01/2003

US Army Aviation Logistics School (USAALS) - Division Chief, Project Officer, Training Developer; Fort Eustis, Virginia; Supervisor: William Zinn-757-***-****; Contact: Yes

Pay Grade: CW4-151A; Hours per week: 40

Duties: Managed a Training Technology Division responsible for design, development and implementation of distance learning program. Responsible for supervising, policy/procedure review and, monitoring of training product and requirements development for new aviation systems and Interactive Multimedia Instruction to ensure contractor compliance with regulations, guidance, and directives. Managed, development, research, and coordinated training concepts and strategies in support of aviation maintenance warrant officer training, aircraft program management, and systems life cycle management. Training Developer responsible for conducting training analysis in order to determine and monitor future concepts, integrating, analyzing and coordinating concepts in support of weapon systems readiness.

08/01/1999 - 02/01/2000: US Army Joint Application Development Team, Aviation Maintenance Module Team Lead, Analysis, Ft Lee, Virginia, Supervisor: COL Louis Bonham - 757-***-****; Contact: Yes; Pay Grade: CW3- 151A, Hours per week: 40

Duties: Joint Application Development Team, Global Combat Support System-Army (GCSS-A), Responsible for managing and directing Maintenance Team's Functional Analysis for the development of a new automated acquisition and logistics management system for the Army. Subject matter expert for aviation logistics support related subjects. Applying knowledge in requirements development and, aviation logistics systems life cycle management. Army Aviation Customer service representative focused on defining, gathering, validating, prioritizing requirements and customer relationship management for GCSS-A. Provided staff logistics support and coordination with Module Developers for Life Cycle logistics Management ensuring legacy requirements were captured and incorporated with critical enhancements including development, testing, contingency support, engineering and acquisition. Coordinated sessions with developers Program management office and Customers utilizing requirements based system to analyze, provide conflict resolution and problem solving with implementation of requirements.

08/01/1998 - 08/01/1999: US Army Aviation Logistics School, Branch Chief, Instructor/Writer, ACFT Armament Fort Eustis, Virginia, Supervisor: John Charchar - 757-***-****; Contact: Yes; Pay Grade: CW3- 151A, Hours per week: 40

Duties: Aircraft Armament Maintenance Division, Department of Attack Helicopter Training, US Army Aviation Logistics School (USAALS), Branch Chief- Responsible for policy/procedure review, team and customer relationship management fostering customer service, teamwork and cohesion within a team of two warrant officers, four enlisted and, three civilian instructor/training developers. Responsible for integrating, analyzing and coordinating training concepts for the instruction and, training development of the Armament Warrant Officer training for the AH-1, OH-58D, AH-64 Attack helicopter systems. Coordinated, and manage the development of training requirements to produce training concepts and strategies, lesson plans and other training logistics support material in support of aircraft armament training. Performed duties as an instructor presenting formal instruction on aircraft armament maintenance procedures. Analyzed and coordinated training concepts for aircraft technical systems, forecasting, trend analysis, systems life cycle management and logistics support operation.

08/01/1997 - 08/01/1998: Aviation Maintenance Supervisor, Camp Humphrey, US Army Republic of Korea Supervisor: LTC Richard Hatch - DSN 753-8876; Contact: Yes, Pay Grade: CW3-151A, Hours per week: 40

Duties: Responsible for logistics management and supervision of a component repair section consisting of 21 technicians. Managed 16 CH-47 helicopters and maintained a consistently high weapon system readiness and availability rate. Responsible and accountable for logistics support managing the unit's 2280 aviation repair parts valued at over $3M. Reviewed logistics support contracts to ensure contractor compliance. Progressed from Organization to the Theater Aviation Maintenance Office where I represented Army Aviation customers throughout the Republic of Korea. Provided customer relationship to assist all Aviation Units in Korea in obtaining resources needed to repair deadline aircraft. Managed work flow of all Army Aviation turbine engine repairs in Korea. Managed and coordinated movement of crash-damaged aircraft within Korea. This include arranging transportation to maintenance facilities.

07/01/1993 - 08/01/1997

Division Chief, Project Officer, Training Developer, US Army Aviation Logistics School-

Fort Eustis, Virginia, Supervisor: William Zinn - 757-***-****; Contact: Yes, Pay Grade: CW3 - 151A, Hours per week: 40

Duties: Responsible for managing training division, overseeing policy/procedure reviews, operations, and team and customer relationship management. Manage and direct all multimedia training development within the Aviation Logistics School. Utilizing SAT developed training plans, future concepts and strategies in logistics support of aviation weapon systems readiness, maintenance and Aircraft Armament and Maintenance Warrant Officer training. Facilitated task selection and site selection boards, analyzing customer needs during the task selection process. Used SAT to develop critical task lists to be used for development of new training. Validated and updated reserve component Aviation Logistics training courseware for Army-wide distribution. Utilizing ability to develop and manage a systematic process to monitor future training concepts conducted Job and Task Analysis for Aviation Maintenance Warrant Officer (WO) and used those results to write new Training Develop Plan.

05/07/1973 - 07/01/1993

Various military duty positions during this time period, Pay Grades: Chief Warrant Officer Three (CW3), Chief Warrant Officer two (CW2), Officer One (WO1) ; Non-Commissioned Officer (NCO), Sergeant First Class (SFC, E-7)(SGT E-6 and E-5), and Enlisted Soldier (E-4 – E-1), Hours per week: 40

Duties: Held various leadership and logistics management positions both as an Officer and NCO. As a CW3 utilized ability to develop and manage a systematic process to monitor future training concepts. I developed an Occupational survey and analyzed survey results to develop a new Training Plan for the Aviation WO. The new Plan integrated the Aircraft Test Pilot Courses into the Training Plan. I also developed Training with Industry Program for Aviation Maintenance WOs. As a CW2 and WO1 I supervised Aviation Component Repair and Technical Supply sections at the both the Unit and Intermittent levels of Aviation maintenance. I was also a Contract Officer Representative (COR) for a 10 man Contract Field Aircraft Repair Team. As a COR I provided Oversight for the Contracting Officer to ensure requirements were met. Prior to becoming a WO, I held a number of leadership and logistics management positions as a NCO and EL Soldier. These include, E-7 Maintenance Supervisor, Platoon Sergeant, Aircraft Quality Control Inspector, and Aircraft Crew Chief, Aircraft Mechanic and a Test Equipment Repair and Calibration Specialist.

EDUCATION:

Embry-Riddle Aeronautical University (10/16/1976 - 12/13/1980)

Dayton Beach, Florida, - Degree: Bachelor - Major: Professional Aeronautics, GPA 3.6

Master Certificate in Government Contracting Management, Villanova University, Sep 10

Villanova, Pennsylvania

CERTIFICATIONS:

Defense Acquisition Workforce Improvement Act (DAWIA) Level 1 and 2 Certified in Manufacturing, Production, and Quality Assurances, Defense Acquisition University

DAWIA Level 1 and 2 Certified in Life Cycle Logistics, Defense Acquisition University.

PROFESSIONAL DEVELOPMENT TRAINING:

FY. 2013 Advance Course / Foundation Course, Army Management Staff College –

FY. 2010 Foundation and Intermediate Leader Course, Army Staff College / Advanced Contract Management / Mastering Business Skills / Essentials of Government Contract Management, Villanova University / Material Acquisition Management Course, Defense Acquisition University (DAU)

FY. 2008 US Army Training and Doctrine Command Senior Training Manager Course, TRADOC

FY. 2004. Fundamentals of Sys Sustainment Mgmt., US Army Logistics Management College / Management concepts and procedure / Acquisition Logistics Fundamentals, DLA

FY. 2003 Production, Quality and Manufacturing (Part A&B), DAU

FY. 2000 Materiel Acquisition Management Course, Army Logistics Management College / Warrant Officer Staff Course, Warrant Officer Career Center,

FY. 1999 Warrant Officer Advanced Course, Warrant Officer Career Center,

FY. 1998 Manpower and Personnel Integration Course, Army Logistics Management College

FY. 1987 Warrant Officer Basic Course, Warrant Officer Career Center / Aviation Maintenance Officer Course, Aviation Logistics School

SPECIALIZED TRAINING:

FY. 2016, Small Business Programs / Basic Contracting for GSA Schedules / Performance Based Payments / Intro to Contract Pricing / Intro to Joint Capabilities Integration & Development System (JCIDS) / Fundamentals of Systems Acquisition Management, Defense Acquisition University (DAU)

FY. 2015, Service Acquisition; Online Training for Contract Officer Rep., DAU /

FY. 2012. Performance Work Statements / Planning, Programming, Budgeting, and Execution (PPBE) and Budget Exhibits / Ethics Training for Acquisition Technology and Logistics / Contracting Officer Representative with a Mission Focus / Overview of Acquisition Ethics / Cost Estimating / Budget Policy, DAU

FY. 2011 Analyzing Profit or Fee / Risk Management / Time and Material Contracts / Utilities Privatization Contract Admin. / Contract Terminations, DAU.

FY. 2009, Contract Officer Representative, Resident Course, US Army Logistics University / Contract Overview / Contract Source Selection / Mission Strategy Execution / Mission Support Planning; Contracting for Production / Market Research / Commercial Off The Shelf Acquisition for Program Managers / Simplified Acquisition Procedures / DoD Gov. Purchase Card / Intermediate Acquisition Logistics / Performance Base Logistics course, DAU

FY. 2007, Basics of Personal Property Management; Performance Based Logistics (PBL); DAU

Continuation of SPECIALIZED TRAINING:

FY.2006, Business System Modernization (BSM) Courses Customer Account Specialist / Prime Vendor Business Logistics Specialist, DAU / Manugistics Navigation within BSM / BSM Procurement Core / BSM Planning Core Process / Order Fulfillment (OF) Core; BSM Finance Core Process / BSM Technical/Quality Core / BSM Collaboration Process / Customer Relationship Management (CRM) / CRM Instructor/SAP Navigation Course, DLA

FY. 2004, Supply Mgt. Overview / Contracting Overview / Tech Writing / ISO 9000 Applications / Overview of types of Defense contracts / Specifications and Standards; / Tech Support Policy & Procedure Desk Book / Drawing, Dimensions & Tolerancing / Corrosion & Surface Finish / Intermediate Production / Quality & Manufacturing / Production, Quality & Manufacturing procedures Technical Functions Overview / Metallurgy, DLA

FY. 1996, Training Developer's Middle Manager Course / Approach to Training Course / Overview of Systems Approach to Training / Training Certification Course, TRADOC

FY. 1994, Acft. Maint. Test Pilot Course for Observation Helicopter, OH-58D, US Army Aviation Logistics School (USAALS);

FY. 1991, Hazardous Materiel Certification and Transportation Course, Rock Island Depot; Contract Quality Assurance Course, US Army Europe;

FY. 1988, Navy Corrosion Control Course Navy Depot Pensacola, FL / Hazardous Materiel Certification and Transportation Course, Rock Island Depot / Acft Maintenance Test Pilot Course for the Utility Helicopter, UH-60, USAALS;

FY. 1987, Acft Maint Test Pilot Course for the Utility Helicopter, UH-1, USAALS

HONORS/AWARDS:

Superior Civilian Service Medal for Civilian Service, Jun 2017

Time off Award, Aug 2010, 2011, 2012, 2014, 2015, 2016

TRADOC Most Valuable Player, Feb 2015

Achievement Medal for Civilian Service, May 2014

Cash Award 1200, Aug 2009

Cash Award 800, Aug 2008

Cash Award 750, Aug 2007

Individual Time Off Award, May 2007

Time Off Award Feb 2007

Cash Award 800 dollars, May 2006

Cash Award 500 dollars, Jun 2005

Army Customer Facing Division Team of the Month for May 2005

Individual Time Off Award, dated Nov 2003

Legion of Merit / Meritorious Service Medal 2 awards / Army Commendation Medal 6 awards / Army Achievement Medal 3 awards / NATO Medal / Army Good Conduct Medal 4 awards, / National Defense medal 2 awards / Armed Forces Service Medal, / Master Aviation Crewman Badge / The Honorable Order of St. Michael Bronze Award, Army Aviation Association of America



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