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Manager Customer Service

United States
January 13, 2018

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**** ********* **. ********, **. 31904

Cell: 580-***-****



To acquire gainful employment within an agency where the use of my eclectic work experience and education is utilized to maximize the agency’s mission/goals.


Experience developing and managing a service catalogue in an DevOps environment

ITSM Domain expert (Service Catalog, Incident, Problem, Change, Configuration, Knowledge Management)

Experience with ITSM applications (such as Service Now, BMC, HP Service Manager, etc.)

Motivated professional with over ten years of proven success military experience in Human Resources, and Computer Technology.

Eight years of Management, Finance and Insurance experience.

A strong team builder and leader that enjoys a challenge with knowledge of Microsoft Word, Excel, Power Point, Outlook, and Internet functions

Possess an Active Security Clearance.

Employment History

Asst. Store Manager/ Bridgestone/Firestone, Lagrange, Ga.

May 2014- Present

Communicate accurately with customer service manager and technicians to establish time commitments that meet Firestone standards and exceed customer expectations

Use company documents to communicate clearly with customers and co-workers in ensuring exceptional customer care

Consistently exceed the monthly goals set by the regional director for each store manager

Promoted to Service manager/ Assistant Manager in less than twelve months

Senior Software Configuration Management (SCM) Analyst/ Randstad Corporate Services, Columbus, Ga. Jan 2014- May 2014, Contracted

Promoted and distributed code components to production and test environments, maintaining separation of duties between SCM (Software Configuration Management) and Development

Performed all distributed software elevations and ensured that all approvals/workflows are obtained

Demonstrated experience and knowledge of the principles, techniques, and methodology of project management, quality management, and change management

F&I Manager/ Sales Honda of the Avenues, Jacksonville, FL.

June 2013- Jan 2014

Recognized by peers and superiors for outstanding service and increasing gross profit by 20%

Trained and provided the sales team with information on finance and lease programs and the benefits of the dealership’s financing and extended service programs

Processed and financed deals accurately and secured approvals using a variety of financial institutions in the Reynolds and Reynolds finance program

US Army Positions

Operations Manager, Ft. Campbell, Kentucky

SEPT 2011- June 2013

Managed customer expectations and relations to ensure program goals are maintained and achieved

Managed the development of Battalion Army Command and Control systems

Reconciled multiple financial accounts with loan balances, maintained books and records for ledger, and positively controlled the monthly budget and expense analysis

IT Security Operations Manager,

OCT 2010- AUG 2011

Maintained accountability, serviced and operated over $5 million in computer software and equipment

Assessed security, risk management and safety; Implemented on the spot corrections and provided feedback to the higher Command

Supervised and Provided support for security-related projects as assigned

IT Training and Development Instructor

FEB 2005 - SEP 2010

Was recognized for being the best instructor within the school, with having raised average test scores for all graduating classes to over 90%

Responsible for the Review and update of the Instructors Guides, course AFATDS preparation/modification, testing, tutoring, and counseling in a structured educational as well as operational environment

Supported the successful training of multiple battalions while assigned to Germany, JRTC and other stateside locations as the primary and secondary trainer

Human Resources Manager

NOV 2000 - FEB 2005

Managed the support for a 450 personnel in both Afghanistan and stateside.

Managed 10 Soldiers; maintained accountability of equipment valued in excess of $20,000,000


Associates Information Technology, Georgia Military College (with anticipated graduation date Feb 2017)

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