Customer Service Management

***** ****** ****, ***. **** Centreville, VA ***** *****@*******.*** 703-***-****

Ranzy S. Weston, Jr.

Profile

Extremely well organized IT professional that readily learns and adapts to any situation. Strong

record of accomplishments in difficult situations while serving in the US Navy and financial

industry, where high tempo operations and meeting deadlines are critical.

Areas of Expertise:

•Research - Technical / operational support to production and corporate staffing regarding

management issues

•Interface - Communicate with departments / outside groups to coordinate daily events

and special projects

•Procedures - Effectively train managers in resolving personnel issues and conducting

performance evaluations

IT Skills:

•Software - Notes and DominoR5, Microsoft Office, Visio Professional, Remedy,

Dreamweaver, Enterprise server groups, centralized databases, Email directory service,

eGain, Exchange Server, Windows Server Administration and Active Directory

•Hardware - Desktops, laptops

•O / S - Windows, UNIX directory structure and basic commands

Education

Bachelor of Science in Biology – AUGUSTA STATE UNIVERSITY Augusta, GA

August 1984

Associate of Science in Network Security - ECPI UNIVERSITY Manassas, VA

January 2014

Certification: Notes and Domino R5 Web, Notes Application Design

May 2004

Certification: ITIL Foundation

November 2008

Professional Experience

•FREDDIE MAC McLean, VA

1998 - 2011

Incident Manager (2008 - 2011)

•ITIL trained to determine issue severity and to coordinate the support teams responsible for

the resolution

•Ensured accuracy / completion of information recorded in the Corporate Incident

Management System (Remedy)

•Communicated the actions taken towards resolution to senior management and business

•Conducted Major Incident Reviews (MIR) to review Incident lifecycle and document important

events / milestones

System Analyst (2004 - 2008)

•Supported SOX initiative and served as the facilitator for the ALCCB

•Assisted in reviewing and modifying users assigned to groups for OFHEO and CATS

•Provided reports to the management team in support of the CTS BSR

•Assisted in ongoing effort to review and validate all Document management System (DMS)

documentation

•Resolved issues with the eCopy administrative database and obtain the necessary

documentation for all functions

•Provided resolution details and feedback to the business area regarding various types of

problems (refining test cases, updating schematics) that required liaison with the business

area the overall LOE for project completion.

•Performed initial design recommendations for enhancement project to address regulatory

issues involving gathering requirements, creating views, and the modification of forms,

pages, and framesets

•Supported Materiel Condition #11 through various tasks including coordination with SOX

compliance coordinator

•Ensured that CTS reviewed all access to financial data and provided reports / advice to the

management team regarding completion of the annual security review

•Revamped charter for the Operations and Technology ALCCB and ensured compliance with

corporate standards

•Coordinated a 90-day password change task conducted by PSS in support of business

processes

Senior Logics Specialist (1998 - 2004)

•Involved in all aspects of customer setup on the GoldWorks network and web applications for

LP.COM, SSTG, Legal EBS and Multifamily

•Developed business requirements, application design specifications, and test requirements

•Conducted UAT testing for Customer Order Processing System (COPS)

•Negotiated service level agreements with business areas for products and services managed

by Customer Implementation Services (CIS)

•Subject matter expert for handling all customer service issues for internal and external

customers in the CIS across various production systems and all business partners

•Liaison role between FM and AT&T on all slip dial profiles for GoldWorks user IDs and for

Leased Line accounts

Naval Junior Reserve Officer Training Instructor (1996 - 1998)

Fairfax County Public Schools - Fairfax, VA

• Managed classroom curriculum and taught all aspects of Naval Science

Naval Officer (1984 – 1996) – Honorable Discharge

U.S. Navy - Norfolk, VA

• Operations Department Head

• Managed all aspects of training and maintenance for the Operations Department on Naval

Ships and Military Sealift assets.

• Operations/Training Officer

• Gunnery Officer/Ordnance Safety Officer

• Training Liaison Officer

• Communications/Classified Material Officer

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