Customer Service Manager
Resume:
BACKGROUND
I possess a background of fine academics in Information Technology as well as in the Intelligence Surveillance field, to include an impressive military record in the United States Marine Corps. I am an enthusiastic and highly motivated, effective and committed Technical Integrator eager to contribute the myriad skills I’ve gathered while working at CGI and previously while working at other top industry firms along with my technical education and over 30 years of work experience.
CGI EXPERIENCE
GTO Manager Infrastructure Integrator 11/16 TO Present
Infrastructure Integrator hybrid role I managed many successful projects to completion, including infrastructure installs, builds and cutovers, data and storage migrations. As Technical Integrator I was involved in numerous successful server and data migrations as part of various projects and internal initiatives. As an Integrator, responsibilities are, but not limited to:
Responsible for the execution phase of the Project
Coordinating activities with the required resources for implementation of Project
Hold daily/weekly meetings to ensure Project stays on track.
GISOD Operation Infrastructure Manager for CGI Federal 01/16 – 11/16
Manage a team of 17 people in the areas of UNIX, Wintel, DBA and Network Infrastructures. All Teams work in remote locations throughout US and provide Customer Access to all Severs for their Data Processing needs.
Ensuring that requested resources (UNIX, Wintel, DBA and Network) are assigned to the appropriate Clients for upgrades, patches, migrations as well as daily support.
Ensuring that all Incidents/Change Requests are assigned to the appropriate team and followed through to resolution.
Track budgets, assets and personnel to ensure costs are being appropriated in a proper manner.
Ensuring Weekly Reports are prepared and provided to upper Management.
Perform Annual Performance Reviews for all Teams (UNIX, Wintel, DBA and Network) all located remotely throughout the US.
OTHER EXPERIENCE
Digital Receiver Technology/Boeing 06/04 to 12/16
Germantown, MD
Logistics Representative 3: Responsible for maintaining the Customer Service Database for all Returned Merchandise Authorizations (RMA) for equipment being returned for repair, upgrade and modifications. Ensuring that RMA’s are logged and tested upon arrival: Other duties consisted of, but not limited to:
Monitoring Customer Service Helpline
Logging Customer Service Tickets on all calls and emails
Trouble shooting equipment upon return.
Providing weekly status reports to Management.
Training junior personnel.
Attending in-house training on all new releases of HW and SW
Field Services Manager: Responsible for all the Logistical support of DRT equipment and DRT/Contractor personnel serving in CONUS and OCONUS in support of Federal Agencies, Law Enforcement and Military. Duties consisted of but not limited to:
Screening qualified candidates to travel OCONUS
Ensuring that they get trained on all aspects of DRT HW and SW.
Ensuring that they get registered for CRC prior to deployment.
Ensuring that Contracting Organization has provided proper orders and documentation to ensure all DRT Personnel are covered under a Government Contract.
Review every aspect of Government/Civilian Contracts so they fall in line with DRT requirements.
American Management Systems 10/95 to 06/04
Fairfax, VA.
Operations Shift Manager/Jr. System Programmer and RACF Administrator
Ops Shift Manager: Supervised and trained a staff of five - ten operators in the Production Control Unit/Help Desk of AMS. Perform general analytical functions in support of all computing platforms and network. Identified all operational/network inefficiencies. Documented and provided information relative to daily operational/network activities to the Management Staff, Network Staff and System Engineers, with regard to resource utilization, which is very instrumental in the repair and recovery of complex system interdependencies
EDUCATION
Washington Baptist Theological Seminary 2000 – 2004 (Class Valedictorian)
Washington, DC.
Four Year Diploma, Theology
Computer Learning Center 1986 – 1987 (Honor Grad)
Springfield, Virginia
Computer Operations Certification
L. A. Community College Overseas 1978 – 1979 (Honor Grad)
Okinawa, Japan
General Studies
MILITARY
United States Marine Corps 01/75 – 04/87
Infantry/Admin Clerk, Drill Instructor/Personnel and Logistics Chief
Navy Achievement Medal for superior performance serving as a Drill Instructor at Parris Island, SC.
Received 2 Certificates of Commendation for outstanding performance
Received 4 Good Conduct Medals for fidelity, zeal and obedience
Received numerous letters of appreciation from major commands
SKILLS SUMMARY
SKILL
NUMBER OF YEARS
SKILL LEVEL*
Technical skills
Business Analysis
20+
3
Server Support
20+
3
Data Center Support
20+
4
Application knowledge
Systems Support
20+
4
Application Support
20+
3
IT disciplines
Change Management
20+
3
End User Management
20+
3
Proof Of Concept Management
20+
3
Industry knowledge
Interpersonal and Leadership Skills
30+
4
Budget Management and Forecasting
10+
3
Process Management
10+
3
Other relevant skills
Business Analysis
20+
3
Process Improvement
20+
3
Software Development Life Cycle
20+
3
* 0 = none, 1 = little, 2 = good, 3 = very good, 4 = expert
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