Customer Service Management

Edward J. Appel, Jr.

**** ********* **. *********, ** Phone: 707-***-**** **.*****@*******.***

Senior Technical and Operations Management

Strong, focused technology, administrative, and investigative leader with experience in multi

disciplinary roles including information technology management, project management,

operational leadership, and security operations.

Ability to successfully balance multiple responsibilities simultaneously in extremely stressful

environments, under tight deadlines.

Passion for creating outcome driven environment through highly engaged teams which are

equipped to be successful.

Skills

IT Program Supervision Project Management

Team Building and Leadership Communication and

Process and Program Design Negotiations

Customer Service Operations Data Security

Strategic Planning Finance and Accounting

Analysis and Reporting Program Development

Organization and Coordination

Professional Experience

INAMECHECK – Bethany Beach, DE

A leading open source and cybervetting private investigative firm

Partner, 3/2011 to Present

Manage all aspects of company operations, to include developing and overseeing budgets,

directing investigative analyst staff, customer and client relations, negotiate contracts, expanding

the business portfolio, and establishing open source investigation protocols and operations.

Create and assess operation standards and generate targeted outcomes. Provide guiding vision

for building the right team and delivering profitability and growth.

Selected Accomplishments:

Developed open source investigative techniques and protocols in support of vetting,

background checks, due diligence, brand protection, and asset identification

Built disciplined execution of iNameCheck brand through operation standards, fusing data from

multiple sources using automated and non automated methodical approaches to reach

conclusions, provide analysis, and deliver actionable subject specific data

Developed new client relationships, negotiating contracts with Fortune 1000 companies.

Maintained relationships through liaison and delivering unique datasets, reports, and analysis

Direct nationwide operations, coordinating staff assignments to meet customer assignments

AMNAV MARITIME CORPORATION – Oakland, CA

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Edward Appel, Jr. Resume

Marine and harbor services

Engineer/Senior Deckhand, 2/2013 to Present

Crew member on ship assist vessel performing docking and sailings of cargo ships and tankers as

well as barge assistance. Duties include engine, generator, pneumatic, and electronic system

maintenance, repair, and operation, as well as line work to and from assisted vessels.

Merchant Mariner Credential, document number USA000184045

Transportation Worker Identification Credential

FEDERAL BUREAU OF INVESTIGATION – San Francisco, CA

Federal law enforcement

Supervisory Information Technology Specialist, 9/1997 – 3/2011

Defined and executed technology program leadership objectives, supervised technical, administrative, and contractor staff,

and managed technical operations of Windows servers, computer systems, networks, and mobile devices, as well as data

security over multiple classifications in physical locations throughout northern California. Maintained technical and supply

budgets, developed and managed customer service operations, and created emergency response and continuity of

operations plans. Key areas of focus: building teams to operate in varying cross discipline structures, strengthening

customer services and technical support, driving measurable operational excellence, supporting mission priorities,

developing and providing technical solutions to investigative and administrative programs, and monitoring performance

metrics.

Highlights of Accomplishments:

Built IT Program Operations team with diverse backgrounds, experience and problem solving

styles

Exceeded customer service goals for 15 straight years, strengthening efficiency in technical

operations and decreasing down times and outages.

Increased program operational responsibilities adding services previously handled by different

programs and units. Integrated new roles and responsibilities amongst existing staff while

maintaining performance standards and results

Managed technical, administrative, and operating budgets

Developed technical support protocols for emergency response for critical incidents, and

defined and created continuity of operations plans

Project management through multiple system upgrades, opening and closing multiple physical

locations, and the expansion or redesign of existing space

FEDERAL BUREAU OF INVESTIGATION – San Francisco, CA

Federal law enforcement

Information Technology Specialist, 5/1993 – 9/1997

Lead IT S for three years, delegating assignments to IT S staff, prioritizing assignments, interpreting and applying security policy, and

managing multiple simultaneous projects. Subject matter expert for Novell and Windows based server administration, database design

and management, and built software baseline standards for all clients within the division. Managed the customer support help desk,

scheduled staffing, and defined multi-tiered customer service objectives. Administered, installed, and maintained hardware, software,

and servers. Maintained security standards through audits and installations of encryption packages, delivering policy to employees

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Edward Appel, Jr. Resume

orally, in writing, and electronically.

FEDERAL BUREAU OF INVESTIGATION – San Francisco, CA

Federal law enforcement

Technical Information Specialist, 01/1992 – 05/1993

As the first CIMS Analyst in the San Francisco division, established procedures and protocols for policy compliance for human source

files. Maintained schedules and procedures for Supervisory Special Agent staff to audit files. Documented file review status, and

communicated status with staff.

Audited files to ensure reviews were preformed, and proper documentation was present.

FEDERAL BUREAU OF INVESTIGATION – San Francisco, CA

Federal law enforcement

Information Management Assistant, 06/1990 – 01/1992

Maintained Squad files, investigative paperwork, and organized casework. Opened and closed case files. Serialized documents into case

files, filed documents into case files, and indexed key words, phrases, locations, and other pertinent information as selected by Agent

staff into computer systems for future reference and retrieval. Performed additional clerical duties in support of Squad operations as

required.

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Edward Appel, Jr. Resume

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