Customer Service Manager

Jesse Martin

**** ***** **. **** ******, Florida 34982 Home:

772-***-****: ****************@*****.***

Career Overview *

To obtain a challenging position in the government or private sector utilizing nine years of military experience, and advanced degree with leadership, and attention to detail to further the goals of the organization. Summary Qualifications: Active Security Clearance. Management and leadership skills. Technical and non-technical skills. Completed tours of duty in Iraq before being combat wounded. Entrusted with millions of dollars of equipment and munitions and other Army assets both in garrison and in combat. Responsible for personnel, head of squad during tour in Iraq. IT specialist versed in software administration and data communications.

Ammunition Specialist, Level 1 - 4 Technical expertise including operation of computer hardware and software utilities to manage inventory control, distribution and maintenance in support of modification, destruction and demilitarization of explosive components.

Unit Supply Specialist (Concurrent position to ammunition specialist) Prepares and maintains organizational supply records and forms. Maintains accounting system, secures and controls supplies, uses computer applications and general clerical procedures to maintain consistent records for the unit. Qualifications

Skills

Windows, UNIX, Linux, Mac OSX, OSI, LAN/WAN, Ubuntu VMWare, CompTIA A+, all office programs, mobile ips, VOIP systems Accomplishments

Reduced staff turnover by 60% in one year by implementing several well-received team and morale-building programs. Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. IT Training

Successfully trained 25 employees to use new operating system. Network Security

Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN network hardware and software, security systems and communication links. Managed all clients network LAN/WAN hardware including routers, switches, load balancers and wireless networking equipment.

Technical help desk experience Focused on customer satisfaction Client relations specialist Management of remote employees Conflict resolution techniques Talent development

Team management Skilled multi - Tasker

Strong analytical skills Scheduling

Web content management Deadline - Oriented

Information security

Strong collaborative skills

Excellent problem solving skills

Technical Skills

Network Support

Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.

Oversaw infrastructure of offices and acted as support for help-desk technicians and IT Department. Work Experience

Nov 98- August 08

US ARMY – (IT/ORDNANCE) Fort Benning, GA Located and neutralized mines. Logged and filed classified documents. Led an ordnance team of 8 members in combat operations, including providing tactical guidance. Installed and recovered anti-handing devices on anti-tank mines and electrical and non-electrical demolition charges. Sept 08-Jan 12

BANK OF AMERICA – (MANAGER/CALL CENTER) Maryland, Working as part of a global team, the Operations Client Relationship Manager role involves providing relationship management services to EMEA-based institutional clients across all products (Securities, Derivatives, FX, Commodities etc). Reporting into the Regional Head of OCRM, the Operations Client Relationship Manager is responsible for managing a number of EMEA Priority Client Accounts as directed by the Global Equity and FICC Business Partners. Provide client relationship management services for priority clients across products (Securities and OTC Derivatives). Ensure clients’ expectations are met or exceeded across GMO&MO, supported by data and monitoring of key metrics. Ensure that Bank of America Merrill Lynch’s Operational ranking with our clients becomes and remains industry leading whilst providing educational ‘value add’ services such as information on market development and direction, operational product alterations, regulatory reform, and vendor integrations. Feb 12-Jan 15

Strayer University Returned to College to earn masters Education and Training

Bachelor of Science: Homeland Security and Information Systems, 2013 Masters of Computer Science- Computers Science Studies Strayer University - Palm Beach Gardens, FL, USA

Minor in business 3.8 GPA.

Professional Affiliations

Personal Information: Married with children. Member of the VFW. References upon request.

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