Air Force Customer Service

David Minton

***** * ******** **.

Sun City West, AZ 85375

Cell: 480-***-****

************@*****.***

HIGHLIGHTS:

Over 10 years contracting experience with federal and state government.

Successfully wrote Request for Quotation (RFQ) solicitations, negotiate and implement contracts.

Review proposals and negotiate contracts, then manage successful contracts in a diverse program environment. Services include case management, homeless population food assistance, information

& referral, and shelter facilities.

Write and review programmatic and fiscal contract components. Develop applicable forms, policies and procedures relating to contract management. Write contract expenditure reports, monitoring

reports, program manuals, contract amendments, and corrective action recommendations.

Advise and train contracting agencies. Ensure that contractors are in compliance with program regulations, state and federal laws and the Arizona State Procurement Code.

Monitor and evaluate contract compliance through on-site visits.

Technical Support: Cox Communications (November 2017-July 2019)

Phoenix, Arizona

Work in an energetic call center environment answering inbound customer calls concerning inquiries about one or more Cox products.

Trouble shoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary.

Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for the company.

Meet monthly key performance metrics for promoting and selling products and services that align to our customer’s needs

Build customer loyalty by placing follow-up calls to customers after receiving acknowledgment of action taken by other Cox departments.

Keep customer informed about progress by checking the status of work orders in customer record system.

Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments.

Other duties as assigned

Retail Manager: 4Sons Gas Station/Convenience Store (February 2015-September 2017)

Sun City West, Arizona

Responsible for managing all day-to-day store operations including but not limited to the following: Supervised 10 employees, created shift schedules, received multiple deliveries per day, recorded employee time cards, wrote checks for deliveries, ordered all necessary supplies to ensure the sore operated 24 hours a day 365 days per year with no service interruptions. Trained new employees, conducted store inventories and reported/forwarded results to home office. Ensured that all employees provided outstanding customer service to create customer loyalty to 4Sons.

Self-Employed: Contract Consultant (February 2006-February 2015)

Arizona, Colorado and Montana

Specialize in assisting small businesses by obtaining State and Federal Government contract awards by writing responses to Request For Proposals (RFP’s). Additional comprehensive services include education of employees in the following areas: project management, best practices, Total Quality Management (TQM), Six Sigma, State Procurement Codes, Federal Acquisition Regulations (FAR), and Uniform Commercial Code (UCC). The goal of these services has always been to not only to get a Government contract, but to successfully manage the contract in accordance with the terms and conditions specified during the life cycle of the award. I have successfully written 14 RFP responses, resulting in contract awards in excess of 25 million dollars.

Contracts Management Specialist II/IT Contracts (August 2002- February 2006)

Arizona Department of Transportation (ADOT) Procurement

Responsible for the following technology based commodities/services; cellular telephones, both analog and digital copy machines, photocopier maintenance, copier supplies, facsimile machines as well as facsimile maintenance, mail and print shop equipment, microfiche/microfilm equipment and maintenance, pagers and telecommunications systems to include telephone key systems and PBX maintenance. Information technology contracts are as follows: Developed/wrote/negotiated, small and large computer purchases, negotiated with a wide range of vendors for software purchases. Intelligent transportation systems (Statewide CCTV camera contract), fiber optic cable systems (also statewide contract).

Responded to customer requests for contract interpretation and clarification verbally, by e-mail and informal/formal written correspondence.

Based on organizational needs and Strategic Plan, developed new contracts to ensure these goals are met.

Ensure compliance with all State Laws (Arizona State Procurement Code and Federal Acquisition Regulations, Uniform Commercial Code and Governor’s Executive Orders.

During my time with ADOT the following were routine contract vehicles used: Purchase orders, Fax On Demmand (FOD)/Request For Quotations (RFQ), Invitation For Bid (IFB), Request For Information (RFI), Interagency Service Agreements (ISA), Interagency Governmental Agreements (IGA) and Request For Proposals (RFP).

Directly supervised office administrative support personnel and maintained Procurement Unit time- cards. This included; ensuring that time cards contained appropriate fund citation codes, were completed properly, signed and submitted by weekly deadline. The Arizona Procurement Code required that all correspondence for RFP’s be mailed certified/registered and maintained/tracked electronically. This required me to train and assign support personnel to process mail merge from

Letters and envelopes in support of all Request For Proposals (RFP’s), in accordance with organizational requirements and verify that it was done in accordance with best practices in addition to State and Federal Laws.

Specific Duties/Responsibilities:

Performed organizational analysis to identify problems, proposed contractual solutions, and submitted recommendations to senior management in written and verbal form, provided guidance and oversight to ensure successful implementation of project/program management initiatives to ensure departmental initiatives were achieved within State and Federal laws. Annually presented organizational financial expenditures, both actual and projected to the Joint Legislative Budget Committee of the Arizona State Senate, to achieve ADOT’s mission and ensure that all current/ proposed contractual projects were being implemented to provide the safest roadways possible to all Arizona residents. Managed all aspects of the purchase card program for ADOT, to include; choosing purchase card holders, training, and reviewing/approving all monthly expenditures. Responsible for Identifying employees who committed fraud and immediately reported violations to senior management and the Arizona Attorney General’s Office for prosecution.

Contracts Management Specialist I (December 2001- August 2002)

Arizona Department of Economic Security (DES) Community Services Administration (CSA)

Successfully managed 13 contracts of varying complexity that contain multiple federal/state fund sources.

Oversee and coordinate the development and approval of contract budgets, fiscal controls, fiscal reporting procedures and audit resolution procedures.

Conduct pre-proposal conference for contract bidders.

Recruit and chair internal proposal review and selection committee members. Determine and write best and final offer requirements for each eligible bidder. Negotiate, prepare, maintain, monitor and evaluate successful contracts.

Re-write and streamline internal RFP/RFQ proposal evaluation tool.

Provide technical assistance to contracting agencies regarding programmatic and fiscal issues. Conduct presentations and training to contractors in all areas of contract preparation, budgeting techniques, as well as in monitoring and evaluation. Advise, instruct and explain technical matters to contractors relating to program and contract requirements.

Deliver presentations to the public regarding the overall Request For Proposal (RFP) process, as well as receipt of proposals and evaluation criteria. Also provide technical assistance to existing contractors concerning amendments, the monitoring process, new contract compliance requirements, and new services. Perform extensive on-site monitoring and training for service providers; present written monitoring reports to management.

Managed contract budgets totaling over $2,000,000.00. Determine CSA participation or non- participation in certain budgetary costs. Review and analyze fiscal reports and authorize monthly reimbursement requests.

Monitor and ensure compliance with expenditure rates and productivity levels on a monthly basis. Analyze and evaluate fiscal and statistical data from written reports and site visits. Develop and implement fiscal and procurement procedures. Effectively manage operating budgets that comply with DES requirements.

Review and evaluate claims for reimbursement and program reports. Analyze productivity levels and expenditure rates and make decisions regarding approval or disallowance of requested costs. Analyze expenditures and request additional supporting documentation when required.

Assist providers during budget development to ensure compliance with state and federal funding/grant requirements.

Specific Duties/Responsibilities:

Reviewed and approved ongoing formal training requests necessary to ensure compliance with State and Federal laws and contractual licensing/certification requirements. This included developing comprehensive travel itineraries that detailed all reimbursable expenses including; travel, lodging, meals, and study materials. The travel itinerary would be submitted later for review and payment after completion of training. Monthly requests for reimbursement would also be reviewed and approved after verifying that all expenses were actual and allowable in accordance with Federal funding guidelines and contractual terms and conditions.

Help Desk Technician (January 1999 - December 2001)

MCI World COMM/Hewlett-Packard Chandler, AZ Contract employee with Hewlett-Packard.

Supported Hewlett-Packard Pavilion personal computers.

Responded to incoming calls from Pavilion owners for hardware and software troubleshooting, customer education and dispatching technicians to repair if necessary.

Assigned as supervisory point of contact, for training new help desk technicians. Comp-TIA A+ Certified Technician.

Specific Duties/Responsibilities:

Developed a training system with over 300 Hewlett-Packard specific “known issues” by using Microsoft Office Suite products: Word, Excel, Access, and PowerPoint. This included interactive screens for problem resolution that all call center technicians had access to use during support calls. This reduced repeat customer calls for the same unresolved issue and resulted in higher one-call resolution and greater customer satisfaction. All new technicians were subsequently required to use this system and document the outcome of the call in the database that was part of the system. This subsequently provided management with a useful tool to generate reports whenever needed and resulted in HP utilizing the same system to train technicians on additional Hewlett-Packard products.

Self-Employed Computer Consultant (July 1994 - January 1999)

Sun City West, AZ

Assembled over 200 custom computer systems, performed software and hardware installations, upgrades and on-site repairs.

Performed network installations, configurations and troubleshooting.

Provided ongoing system support for companies as well as individuals, through service contracts.

Recruiting and Retention Supervisor (May 1991- June 1994)

U.S.A.F. Chicago, IL

Responsible for pre-screening and processing qualified applicants for enlistment in the United States

Air Force.

Responsible for reporting manning statistics to the pentagon on a monthly basis.

Supervised 30 production recruiters stationed in the Chicago metro area. Duties included monthly meetings to establish recruitment goals/number of enlistments required, and review of all applicant enlistment packets to verify that all required documentation had been completed in accordance with Air Force Regulations. Additionally this review was completed to ensure that only the best qualified applicants were placed in positions that required a Top-Secret security clearance.

Selected by the Pentagon as Rookie Recruiter of the Nation in 1992, this was a competitive award received after reviewing over 3,000 eligible recruiters.

Specific Duties/Responsibilities:

Responsible for the management of the operations budget in support of mission goal achievement, in accordance with Air Force Regulations. Acted as primary point of contact to provide advice and guidance on the application of policies and procedures to achieve unit goals. These goals were achieved by using government-oriented program management, including budgeting, program execution and financial administration and reporting. This reporting required the ability to prepare clear and concise documents such as policies, procedures, and guidance explaining complex technical requirements and to present the findings to management for implementation.

Contracting/Purchasing Agent (June 1986 -May 1991)

U.S.A.F. Chicago, IL (Occ. Code 2005, GS-6 Step 2, Salary $18,780)

Responsible for initiating contracts/purchase orders for all commodities and services necessary to achieve mission accomplishment.

Managed an annual purchasing Operations and Maintenance budget of $12,000,000.

Negotiated delivery destination and payment terms with vendors during competitive bids for all base services.

Conducted sealed bid procurements, in accordance with the Federal Acquisition Regulations (FAR). Ensured compliance with all applicable laws and Presidential directives.

Directly supervised 6 employees in their duties as purchasing agents by assigning daily work tasks such as; obtaining request for quotes for purchases under $2,000 and subsequently reviewing and approving/signing their purchase orders after verifying content, grammar, proper format and fund citations and availability of funds.

Designated as the sole recipient for sealed-bids and proposals which were classified as confidential documents.

Specific Duties/Responsibilities:

Utilized computer programs to input data to create the first automated Purchase Order system for the base purchasing office. The most important element of this automated system was that it was in a standard format that could easily be used to generate a wide variety of documents such as reports, spreadsheets, databases and form letters because it was created using the raw data needed in all of these reporting tools. The benefit of this system was two-fold; it reduced the duplication of work and generated less paper, resulting in a substantial cost savings. The database component was later used in the preparation and distribution of reports, to include attendance records, telephone calls, and correspondence storage, in compliance with Air Force Regulations. These procedures were subsequently adopted by the Air Force and became the standard for all purchasing offices Air Force wide, resulting in improved operating procedures. Office equipment used to accomplish these tasks included PC’s, keyboards, printers, scanners, magnetic media, optical drives and wide-format printers.

EDUCATION:

Community College of the Air Force, (course study focusing on AA in Personnel Management). Attended William Rainey Jr. College, Northwestern Illinois University, Northeastern Illinois University, Estrella Mountain Community College, Rio Salado Community College, DeVry Institute of Technology Phoenix, AZ, (course study focusing on AA in Business Management). Comp-TIA A+ Certified Computer Technician (1999). Broadband Telecommunications: Technical Support Services Certification (March 2018).

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