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Manager Customer Service

Washington, District of Columbia, United States
February 03, 2018

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Robert Rex Lagana

**** ************ ******, **, ********* A

Washington, DC 20003



To obtain a position that will provide career advancement and occupational growth possibilities in business administration.

Work Experience

March 2016 – Present

Centerra Integrated Services, Washington, DC, Help Desk Dispatcher

Provided customer service to seven thousand employees in a large complex with Federal Office Buildings and private sector Office Buildings by coordinating with a variety of contractors and technicians to provide building maintenance repairs and services. Created work orders for various building services, such as heating and air conditioning calls, lights-out, plumbing emergencies, electrical outages, custodial services; for several large government agencies to include: The Environmental Protection Agency, Customs and Border Patrol, International Center, the Woodrow Wilson Education Center, and the Ronald Reagan International Trade Building. Organized, prioritized and filed technician records timely to complete various assignments on work orders in an electronic system known as Maximo. Took in numerous requests from the government agencies through email and calls.

June 2014 – January 2016

EMCOR Government Services, Government Accountability Office, Washington, DC, Building Services Coordinator

Created work orders and assigned to appropriate staff utilizing the electronic service order program Maximo.

Answered high volume of calls and emails of customer requests for services to include heating and air conditioning adjustments, repairs, plumbing emergencies, electrical outages, room setups for meetings, and coordinated office moves.

Created and maintained highly detailed records to comply with government requirements.

July 2008 – April 2014

International Trade Commission, Washington, D.C., Records Manager

Ensured documents were handled according to federal security guidelines, and that the office remained secure where confidential documents are stored.

July 2008 – April 2014

International Trade Commission, Washington, D.C., Records Manager

Established and maintained files in accordance with established procedures and retention regulations to include electronic filing of document destruction records, assisted to ensure important mailings sent out timely, rotation of documents and physical exhibits to storage, organized and filed case files, made necessary corrections in EDIS to electronic documents such as titling, and status.

Executed and prioritized important agency scanning projects such as a finance scanning project, document verification, post-trial back logs of legal action jackets as well as daily assignments.

Scanned and processed time-sensitive, confidential, and public legal documents to support the activities of program managers, including proofreading and proper classification of documents.

Performed document searches, modifications, additions and corrections for customers.

Trained new hires and helped organize their payroll time sheets.

Trained interns on the Electronic Document Information System ("EDIS") and solved mechanical hardware and software problems.

Worked with Information Technology Team to increase scanning efficiency and trained in EDIS-3, EDIS 2 and CD document recording system.

Utilized Microsoft Office suite to document, track information and provide statistical analysis and reports relating to document processing statistics and other scanning related functions. Expert level experience with new Kodak scanning hardware and software.

Carried out special projects as directed such as inputting audit management data and producing reports to include converting paper records to electronic records

May 2007 – June 2008

Federal Emergency Management Agency, Washington DC, With Parker Tide Placement Agency, Administrative Assistant

Assisted the program manager with research, helped to establish offices in other regions, and provided administrative services, including requests for congressional files under the Freedom of Information Act.

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