Customer Service Manager

Larry Cessna

**** ***** **. **, *******, WA ***** E-mail: *****.******@*******.***

425-***-**** LinkedIn: https://www.linkedin.com/pub/larry-cessna/74/70b/6a0 Summary

Motivated self-starter with more than 20 years of process improvement and office management experience with the United States Navy. Recently graduated the Microsoft Software & Systems Academy in pursuit of a career as a Software Developer in the Greater Seattle Area.

Education

Grantham University – Extended Learning Division

(Enrolled) MS – Information Technology: Program Management (expected graduation in June 2016) BS – Software Engineering Technology, April 2011

Saint Martin’s University – Joint Base Lewis-McChord, Washington Microsoft Software Systems Academy, December 2014 (GPA – 3.75) Microsoft Technology Associate Certification

Software Testing Fundamentals (98-379), May 2014

Experience

Incident Manager, L2 – Escalation Management (w/ Launch Consulting) March 2015 – Present Member of Escalation Management team at Microsoft. Provides expert customer service, coordinating with various Microsoft technical teams toward the expedient resolution of user reported computer and system problems.

Leads the Escalation Management team’s portion of morning sync meeting with Server team. Entrusted with this responsibility within the first month of employment.

Selected by manager to take lead in the tracking and processing of all “ex-Nokia” employee escalations. Coordinates with teams to solve technical issues plaguing customers from all over the world. Administration Officer – Navy Recruiting District Seattle August 2012 – February 2015 Manages Headquarters Administration Department encompassing all administrative, legal, educational, pay, and career counseling functions for more than 200 employees across four states.

Led a department of three sailors and three civilians. Provided guidance and vision leading the team to streamline all administrative processes bringing the command to full compliance with Navy Recruiting Command directives.

Facilitated leadership indoctrination course providing instrumental counsel and guidance during the training of 12 newly selected senior enlisted leaders. This training prepared graduates for greater leadership positions within the command. Manning Control Officer – Destroyer Squadron NINE, Everett, Washington August 2009 – July 2012 Provided expert administrative, legal, and manning support services for more than 1,200 sailors onboard seven Arleigh Burke Class Destroyers and Oliver Perry Class Frigates from Washington and California. Expertly led and trained the Ship Secretary on each of the seven ships in the squadron to ensure their compliance with type commander directives.

Conceptualized innovative solutions to manning problems on the Everett waterfront. Coordinated with Bureau of Naval Personnel and Type Commander to identify personnel issues and solutions early enabling local warships to deploy on- time with properly qualified professionals.

Expertly managed personnel and legal issues for more than 1,200 sailors. Provided expeditious processing of more than 300 legal matters including Court Martials, Administrative Separations, and appeals. Division Leading Chief – USS EMORY S LAND (AS 39), La Maddalena, Sicily August 2007 – June 2009 Orchestrated the daily productivity of 14 junior sailors spanning seven departments. Directly trained, led, and guided them into an office of well-trained professionals.

Developed an on-line tracking system for correspondence that organized administrative workflow throughout the ship and implemented an on-line filing system complete with ship directives depository.

Directly responsible for organizing and administering required US Navy Leadership training to more than 80 newly promoted middle-managers. Efforts enabled these new leaders to prepare for the difficult tasks that come with leadership. Personnel Officer and Administration Lead – Naval Station Everett, Washington October 2004 – July 2007 Demonstrated meticulous technical acumen and dedication in the completion of daily tasks while effectively using an undermanned staff and temporarily assigned personnel.

Assumed role as Department Head as a junior sailor after Department Head and Leading supervisor were relieved. Awarded citation for demonstrating meticulous technical acumen and unparalleled dedication in successfully leading an undermanned staff in the performance of their daily duties.

Authored the Personnel Qualification Standard and Command Instruction for Duty Administrator. Facilitated a training plan that led to the qualification of 14 personnel in support of command watch teams.