Customer Service Manager
Resume:
**.****@*******.***
Results-Driven Technology Executive with 16 years proven track record developing and delivering exceptional information systems
solutions. I am a highly successful hands-on technical executive with an exemplary record of motivating underperforming
Information Technology divisions.
Management Technology
• Chief Customer Advocate • Windows Configured: PC, Laptops, Netbooks,
• Certified Information Systems Security Professional Notebooks and Servers
• Mac Configured: MacBooks, MacBook Pros, iMac, &
• Auditor
iPads
• Audio/Video Manager
• PolyCom & Aethra VTC equipment
• Networking Strategy and Direction
• Windows OS 8, 7, Vista, XP & 2000
• Contract Negotiations
• Mac OS 10.9, 10.8, 10.7, 10.6 10.5 & 10.4
• Change Manager
• Blackberry Enterprise Server v5
• Risk Manager
• Microsoft Office 2010, 2008 (Mac Version), 2007 &
• Human Resources
2003
• Policy & Planning
• Microsoft Server 2008r2, Microsoft Active Directory
The Calverton School
300 Calverton School Road, Huntingtown, Md. 20639
• Director of Technology (July 2013 – Present) The Calverton School is a college preparatory school in southern Maryland. I
am responsible for supporting and servicing 30-acre fiber-optic facility. I joined the staff of Calverton to improve the
technology program for my children’s school. In my short time at the school I have implemented a 1 to 1 iPad program for
the lower school and an Apple Mac Book Pro program for the Middle and Upper School. Implemented a patch
management and anti-virus program; as well as a desktop refresh program.
D.C. Department of Employment Services
4058 Minnesota Ave., N.E., Washington DC 20019
• Deputy Chief Information Officer (January 2013 – July 2013) Provide technical input to support the CIO in planning,
designing and execution of programs, projects, and other mission critical tasks. I am considered a technical expert and as
such I am often called upon to make technical recommendations that directly involve the interpretation of both local and
federal regulations.
o Support the CIO in the directing the agencies efforts to evaluate, recommend and implement information
technology management plans.
o Develop policy and procedure as it relates to OIT governance, to include industry best practices and federal and
local regulations.
o Directs system designers, in the design and implementation of customized software applications.
o Participates in the preparation and development of staff training programs, for both OIT support training and staff
development.
o Provide supervision and guidance to subordinate staff in accordance with the CIO, agency and District of
Columbia policies, which involve establishing work standards, designating work assignments, identifying
developmental and training needs.
COURT SERVICES AND OFFENDER SUPERVISION AGENCY
633 Indiana Ave., Washington DC 20004
Sean C. Polk -- 9895
• Supervisory Information Technical Specialist Gs-14 (Customer Service and Support Director) (September 2003 – January
2013) – Aggressively recruited to direct and build an agency strategy, including IT system-level management, budgetary
planning, application implementation, staff recruitment/development, and acquisition implementation.
Selected Accomplishments:
o Manage 2 diverse division teams, 11 staff people, annual budget of $4.4 M with full P&L responsibility
o Direct technical support teams who provide tier 1 to tier 3 levels of support via both desk-side and over the phone
support for 17 different facilities by utilizing the best practices standards of ITIL.
o Improved Call Center responsiveness by 50% by increasing employee training and developing troubleshooting
scripts.
o Developed a customer satisfaction program, which includes one-on-one meetings with agency senior executives
and their staff.
o Developed and implemented risk management policies, to better identify the computer related risks and to
accurately assess and possibly lower the risk to an acceptable level.
o Created Virtual Desktop Plan using zero client configurations
o Managed and maintained CSOSA’s VTC network, to including recording and editing post conference videos
o Established the vision and led the development of the hardware lifecycle for the agency.
o Chaired the Customer Support Working Group (CSWG), the CSWG was an inter-departmental group designed to
review the IT Department support structure.
o Budgeted and coordinated the opening of 5 additional field sites.
o Introduced and developed hard-drive duplication and secure drive wiping within the Agency.
o Maintain the Blackberry Enterprise Server, along with the nearly 300 devices.
o Developed and established the scope and process of endpoint security for CSOSA, from 2006 to 2010 CSOSA did
not have a CISO, the security responsibility fell to me as a CISSP.
• Supervisory Information Technical Specialist Gs-13 (Customer Service and Support – Senior Team Lead) – (January
2002 – September 2003) – Managed the Field Support division for CSOSA which held full responsibility for technical
application services, cost control implementation, negotiations, project management, and staff recruitment.
o Certified new hardware and operating systems upgrades before their introduction into CSOSA’s operating
environment.
o Upgraded the Agency from Windows 2000 to Windows XP, perform the upgrade by using Ghost along side
SysPrep within Windows.
o Developed and maintain project plans for the review, analysis, and resolution of networked systems and
workstation failures and operating efficiency enhancements, as CSOSA expanded from 10 to 12 physical
locations.
o Allocated both human and physical resources to ensure prompt resolution to WAN and LAN problems, with
minimal disruption in service.
o Chaired CSOSA Change Control Board
o Developed plans, priorities and schedules for work to be accomplished by subordinates; assigns work; prepares
performance work plans and evaluated performance; advised, counseled, and instructed subordinates.
• Information Technical Specialist Gs-12 (Customer Service and Support – Team Lead) (January 2001 – February 2002)
-- Responsible for user support function for 80% of the IT systems and services provided to CSOSA.
o Provided help-desk and on-site support for all CSOSA hardware, software, communication networks, and post-
training support for mission critical business and administrative systems.
o Estimated the needs and orders office automation desktop and file server hardware and software, and scheduled
the installation of technology products.
AMERICAN COLLEGE OF NURSE-MIDWIVES October 1999 – January 2001
818 Connecticut Ave. NW Washington DC 20006
• Information Technology Manager - Managed a medium size Non-profit’s mixed local area network and desktop environment.
o Provided operational and technical training and support to staff and other end users.
o Provided day to day management and administration of a Novell NetWare 5 network that included creating and assigning
user access and trustee rights in NDS (Novell Directory Services).
o Monitoring and configuring hardware/software variables from Systems Console and through remote access
o Built, installed, upgraded and repaired both Novell and Windows NT servers.
Sean C. Polk -- 9895
Developed and implemented a network recovery procedure in the event of a systems failure as well as implemented an
o
Anti-virus system.
Maintained and performed scheduled system maintenance as required; Monitored GroupWise 5.5 mail system’s Post Office
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and WebAccess gateway.
Evaluated and researched new software and hardware products and made recommendations to ACNM’s Executive and
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Member Services Directors.
Coordinate new IT projects with Consultants, vendors and staff to ensure the most efficient and cost effective process and
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procedures; Maintained and updated Windows NT4 Webserver and Lyris Listserver.
Sean C. Polk -- 9895
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