Customer Service Management

Lucien J Dolliole III

●***** N. St Andrew Circle, New Orleans, LA 70128 ● 504-***-**** ● Citizenship: United States

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

Professional Profile

I am a Creative thinker and creative problem-solver that thrives in any workplace environment, from disaster response/recovery

operations to more conventional settings. Effectively and efficiently manage staff with varied and diverse backgrounds in both office

and field workplace settings. Knowledge ranges from general office applications to sophisticated programs and databases to enable

organizations to make mission-critical decisions based on plans and reports.

Computer Skills:

Expert knowledge in the following

• •

FEMA National Emergency Management Information Highly proficient Microsoft Project

•

System -(NEMIS) Adobe Creative Suite

• FEMA Federal Response and Recovery Automated • 3D Studio Max- is a 3D modeling, 3D animation.

Tracking System

• Advance Trapeze (Transportation management

• FEMA Work In Progress Database (WIP) for disaster

software)

housing

• •

FEMA Web Intelligence, Info-View and Business Vissim (3-D Transportation Software) - microscopic

Objects for standard and customized reporting simulation program for multi-modal traffic flow

• modeling.

FEMA Information & Data Analysis (FIDA)

• Hands on experience with configuration and

• Develop databases using Microsoft SQL queries

implementation of Cisco Nexus Switches, Cisco ASR

• Highly proficient in Microsoft Office Suite (Outlook, routers, Blue Coats, as well as Cisco Catalyst Switches

Access, Word, Excel, PowerPoint, Visio,

• Hands on experience Windows and Unix servers

.

PROFESSIONAL EXPERIENCE:

• Individual Assistance (IA) Information Management Group Supervisor Systems Analyst

• October 2005 to Present

Federal Emergency Management Agency (FEMA) (New York Flooding)

Supervisor: Nika Herford - #425-***-****

• Key Achievements:

• Over 5+ years of experience in administering and managing Cisco Networks, Routers, and Switches.

• Audit Windows and Unix servers, Cisco routers and switches, as well as other appliances Air Force wide.

• Responsible for the daily production, analysis and distribution of high-visibility plans and reports to enable leadership to

make mission-critical decisions regarding disaster response and recovery activities.

• Experience with troubleshooting and configuration of servers, firewalls, and other network infrastructure devices

• Install and configure DNS servers for deployment.

• Built and configured PC and laptop workstations with Microsoft Vista and XP standard desktop image.

• Troubleshoot hardware systems to determine if there is a failure; then passing the information to Hardware Sustainment to

replace the part if it is out of warranty.

• Monitor and assist in the application of TO and TCTO-based configuration changes and upgrades at AFNetOps locations.

• Monitor traffic and threat logs, as well as implement firewall rules using Palo Alto network firewall devices.

• Capitalized on the use of technology to improve communication and traceability of actions via reporting.

• Resolved issues related to workstation operating system, network connectivity, application errors and user login.

• Managed a staff of five planning and reports specialists. Established priorities and assigned tasks to balance demanding

daily workload.

• Established information management strategy across the 150-member IA enterprise, in support of reports, plans, training,

and liaison activities involving multiple internal and external stakeholders.

• Provided equipment and architecture expertise to assist AFSN in answering specific functional and technical questions

related to requirements, design and maintenance of network equipment in the AFNET

• Provided AFNET installation, configuration, testing and integration, troubleshooting and correcting problems associated

with classified and unclassified networks

• Informed leadership of current or potential problems identified through analysis of reports and other data.

• Conducted quantitative analysis of financial data to forecast revenue, identify future trends, and assess risk associated with

expenditures in the IA program.

• Received all initial customer service requests for all network services, and supported desktop/laptop users via telephone, e-

mail, voice mail, or walk-ins.

• Hands-on network administration (e.g., firewalls, routers, switches).

• Designed databases containing over 16,000 applicants information and caseworker developments.

• Created, monitored and adjusted organization charts to help leadership ensure visibility on staff locations and assignment of

adequate supervisors to maintain optimal managerial span of control.

• Implemented and monitored security measures for communication systems, networks, and provide advice that systems and

personnel adhere to established security standards and Governmental requirements for security.

• Helped facilitate deployment, tracking and assignment of computer access rights to IA staff.

• Manage Staff and Operations task and goals using Microsoft Project.

• Oversaw collection and review of IA information for Transition, Contingency, and Close-Out Plans and other reports and

plans requested by the Presidentially-appointed Federal Coordinating Officer, in charge of managing the disaster.

• Used extensive programmatic and technical Knowledge to supervise the development, review, editing and communication

of information package during Office of Inspector General (OIG) audit.

• Utilized vlook-up in Microsoft Excel, for matching data in advance excel spreadsheets for strategic planning.

• Created new forecast tracking and management reporting system, using graphs and pie charts to improve readability and

accuracy of financial data.

• Managed employee computer Installs, troubleshoots, services, and repairs personal computers, network equipment such as

servers, modems, multiplexers, related PC software, telephones, cables, and connectors

• Expert in Microsoft Excel Pivot Table analysis for in-depth study on governmental data.

• Provided training for the New York Flood Mapping project to all project team members, including project background,

objectives, and navigation through the mapping scripts, and conducted training for new hires and refresher training.

• Built and configured PC and laptop workstations with Microsoft Vista and XP standard desktop image. Re-image

workstations and use disk utility software for wiping and repairing disks

IA Planning Analyst /Reports Analyst (DAE)

Federal Emergency Management Agency (FEMA) (Alabama Tornadoes), (New York Flooding)

•

• Key Achievements:

• Prepared and maintained constantly- changing emergency “call-down” lists and organization charts for 150+ branch staff.

• Assist in gathering any IA requirement(s) for mapping or Global Positioning System (GPS), charts, documents, etc., and

providing to JFO Planning.

• Obtained information from all groups within the branch and produced daily disaster situation reports.

• Tracked branch job assignment locations and tasks for daily “Incident Action Plan” for all Joint Field Office (JFO)

personnel, as well as regional and headquarters senior leadership using Microsoft Project.

• Determined product delivery timeline for JFO Planning Section requirements

• Produced reports using established and ad-hoc formats.

• Collected, reviewed and formatted IA information for Transition, Contingency, and Close-out Plans, and other plans as

required by the Federal Coordinating Officer.

• Assisted Branch Director with IA staffing plans, including deployments and demobilizations.

• Gathered data and prepared numerous reports to support personnel action tracking, reporting efforts and special projects.

• Created complex spreadsheets in Microsoft Excel by pulling data from different sources, manipulating the data, and

analyzing the results in a Access designed database.

• Performed a variety of administrative tasks including facilitation of meetings and logistics (e.g., arranging and setting up

video teleconferencing, seating, computer and projector, assembling and distributing briefing books). Maintained updated

building floor plans. Supported IA departments requesting printed material (e.g., maps, calendars, posters).

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Applicant Services Report Analyst (CORE GS-11) and (DAE)

Federal Emergency Management Agency (FEMA) Hurricanes Katrina and Rita, /Alabama Tornadoes/ New York Flooding

disasters

•

• Key Achievements:

• Made recommendations and implemented improvements to better utilize databases and improve the processes of

FEMA’s Direct Housing Program.

• Worked in conjunction with GIS and Hazard Mitigation by designing maps, to suit IA mission.

• Knowledge of all Individual Assistance Program Groups (IA Recertification Program Call Center, Sales, NPSC

Liaison, and Field Operations), and how those groups operate and affect the operations of Applicant Services.

• Provided management with daily productivity

reports of the productivity of all IA Sections (IA Recertification Program Call Center, Sales, NPSC Liaison, and Field

Operations.

• Coordinated with city and state officials to provide statistics and other customized reports

• Provided technical advice and guidance on the proper completion and processing of paper and computerized

FEMA registration forms, and ensured that all applicable regulations, standards, procedures, and policies were

implemented.

• Completed the weekly Individual Assistance Gulf Coast Recovery Report for Hurricanes Katrina and Rita

• Managed daily housing-related productivity reports for the Recertification Program Call Center, National

Processing Service Center (NPSC), and field operations

• Handled all other reporting tasks that that required quick and accurate data retrieval and presentation from the

various Individual Assistance databases and staff.

• Collected and analyzed raw information submitted by Long-term Recovery Office (LRO) departments and

developed analytical data into PowerPoint slides, producing a weekly briefing for FEMA and State of Louisiana senior

leadership about long-term recovery activities and status of resources. Knowledge of preparing plans, such as Quarterly

Work Plan and Strategic Timeline for demobilization of staff and resources as transitional recovery operations proceed

toward disaster closeout.

Traffic Checker

RTA -Regional Transit Authority

New Orleans, LA 70127

October 2002 – August 2005

* NOTE- Tenure was shortened by the devastation caused by Hurricane Katrina

• Key Achievements:

• Designed art and copy layouts for bus schedules and other informational booklets using Adobe Creative Suite

• Designed maps for drivers to use in their transit routes.

• Used 3-D software to plan new transit stations throughout the city.

• Worked with Information Technology division to design Trapeze database system for implementation into the transit

system.

• Used GPS database systems to design an application called Driver Locater to pinpoint drivers in case of an emergency.

• Reviewed, approved, and presented final layouts to department head for approval.

• Provided passengers with fast, efficient, and safe transportation, directly, and through the supervision of X staff

• Processed passenger complaints and initiated corrective actions designed to improve customer relations and services.

• Created and displayed c Microsoft PowerPoint presentation throughout the city to describe bus routings in each

neighborhood area.

Education:

Southern of New Orleans

4600 Press Drive

New Orleans, LA 701**-****-****

Four years of credit in science

• Well-organized and efficient.

• Work well in a high-pressure environment in science.

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• Strong training skills

• A leader on special projects in the college classes.

Vissim 3D Transportation Software

September 2004 to December 2005

• Learn to use advance 3D software for transportation, designing roadways, and city streets.

Redeemer- Seton High School

1947 Crescent St

New Orleans, LA 70126

High School Diploma -1991-1995

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