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Customer Service Manager

Lexington, South Carolina, United States
October 29, 2018

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Isaiah Dixon Jr.

*** ****** ***** ** • Lexington, SC 29072 • 619-***-**** •


•Possess over 15 years of Superb Supervisory experience in overseeing the diagnosing and resolving of the most complex IT problems.

•Supervised and trained the most knowledgeable IT in the installation, configuring, troubleshooting and maintaining customers’ hardware and software.

•Keen ability to research, evaluate, and provide feedback on problematic trends and patterns to interpret, implement, and apply the intent.

•Acts as customers advocate; use seasoned judgment to resolve issues, expedite services, implement corrective actions, and provide training for customers.

•Highly organized, strong self-management skills, detail oriented, able to prioritize tasks to meet goals/deadlines

•Experienced communicator, oral and written, able to communicate with individuals from culturally diverse backgrounds allowing ease of development and management of customers’ service performance requirements, customers support, policies, procedures and standards.

•Capable of developing and maintaining SOPs, problem tracking and resolution databases.

•Plan, coordinate, and execute business functions, resource allocation, and production in accordance with regulatory guidance.


C4I Project Management May 2016 – November 2017


Supervisor: Loren Brown, 619-***-****

• Managed all software involved with C4I installations onboard Navy ships.

• Oversaw and managed the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management.

• Reviewed status of projects and budgets; manages schedules and prepares status reports.

• Assessed project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.

• Developed mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.

• Developed and managed against a department budget for materials and supplies, maintenance and support, and training and operations costs

C4I Department Lead IT Oct. 2011- June 2016

USS ESSEX - US NAVY (Naval Base 32nd)

Supervisor: David Holms, 808-347-870

• Responsible for interacting with PMOs, ISEA, work-center managers, technicians and end-users to identify, resolve, or escalate trouble tickets for complex technical issues associated with end user’s desktops and the units Information Infrastructure via online help desk tools, during meetings or presentations.

• Responsible for ensuring trained technicians provide topnotch customer support via e-mail, telephone or in person.

• Trained and mentored junior and senior enlisted personnel and officers in Information Technology, project planning, maintenance and inspection procedures, and strict adherence to the DOD C4I Policy and Procedure.

• Oversaw and gave advice on the analyses and reporting of operation and readiness on high-end communication circuits, and the daily operation of 3 high-end complex information networks to Higher Authority.

Lead IT Infrastructure Manager Nov. 2008 – Oct. 2011

SPAWAR System Center Pacific

Supervisor: Keith Kubiak; 619-***-****

• Provided direct oversight, helpdesk services, and advanced technical support with the intent of facilitating resolutions for the most complex problem for end-users and to train junior technician to recognize the problems and manage the resolutions. Able to recognize the need to escalate complex issues to next tier in a reasonable time.

• Responsible for managing, leading, administering, integrating, and overseeing the delivery and support for all Navy/Marine Corps Intranet (NMCI) information technology (IT) systems and services such as computers, network components, peripheral equipment, software, services, and related resources.

Awarded a Navy Achievement Medal for exceptional Leadership and Project management as the lead of a major network reconstruction effort, transitioning over 200 workstations and 40 servers from a legacy environment to the NMCI, which yielded an annual cost saving of 243k, project was completed 3 months ahead of time.

IT Division Leading Chief Petty Officer Oct. 2005 – Nov. 2008

USS NIMITZ - Naval Station North Island

Supervisor: James Pensel, 619-***-****

• Provided Tier II support in the installation and upkeep old, new, or personal computers during computer refresh.

• Lead technician in the monitoring, resolution and determination of escalation of high action trouble calls or Remedy tickers of the most complex IT systems.

• Knowledgeable in the processes and standard operation procedures, detail-oriented troubleshooter, and was the “go to guy” for appropriate fixes and work-around to restore critical systems to working functionality.

Information Systems Technician/Help Desk Support Sept. 2002 – Oct. 2005

United States Navy - Joint Intel Center Pacific, HI 96818

Supervisor: Staff Sgt. Byron Kizzie, 808-***-****

• Provided desktop support for user’s computers, peripherals, printers, scanners, and desktop applications.

• Administered and Managed 32 multi-vender mainframe and minicomputer systems valued over $700 million.

• Responsible for planning and coordinating maintenance and upkeep, hardware and software installation, communication system security, for UNIX and Windows-based platform, providing Network Operations and customer service for over 5,000 users on six networks.


Certificate of Completion, CompTIA Security Plus, April 2008

Certificate of Completion, MCST VISTA 2010

High Performance Organization (HPO), San Diego, CA

SPAWARSYSCEN Project Management Core Course, San Diego, CA

Electronic Key Management Systems Manager, San Diego, CA – 2004

Leadership, Management, Education and Training for Chief Petty Officers

Information Systems Security Manager, San Diego, CA

Information and Communication Manager Course, San Diego, CA

Information Systems Administration San Diego, CA

Computer Applications

Network Security Management

IT Customer’s Service

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