Customer Service Management
Resume:
Melvin White
Slidell, La. 70461
Email Address: *****************@*****.***
OBJECTIVE: Information Technology Analyst
Country of Citizenship: United States of America
Veterans’ Preference: 10-point preference based on a compensable service-connected disability of 10 percent but less than 30 percent
VEOA / VRA Eligibility: Yes / Yes
Highest Federal Grade Held: N/A
Registered for Selective
Service : Yes
AVAILABILITY: Job Type: Permanent
Work Schedule: Full Time
Part Time
Shift Work
Intermittent
TARGET LOCATIONS: US-La-New Orleans
US-La-Metairie
US-La-Covington
US-ATL-Georgia
US-Hou-Texas
MILITARY / CIVILIAN
WORK EXPERIENCE: Job Title (Information Technology Manager)
Company Name Jacobs Technology 06/2014/Present New Orleans. La 70115 Salary: 55,000. USD per year (optional)
Supervisor’s Name:Darren Deacon Hours per week: 40 Supervisor’s Phone #504-***-**** Contact Supervisor? Yes
WORK EXPERIENCE
Job Title: Site Sustainment Analyst
Req# 16300
10/13-Present
Salary Grade: N/A
Job Code: Administrative Assoc IV
Duties of position:
Performs independent, non-routine assignments within areas of responsibility. Conducts a significant portion of a business operation as a specialist in the area, operating with considerable latitude for non-reviewed action or decision. Conducts interviews and analyzes data regarding complex issues and business systems. Prepares detailed management report on the subject. May provide and develop test/support schedules. Prepares and conducts briefings or presentations, as required and serves as company representative. Works on special assignments, coordinates actions to correct problems, and documents subsequent to procedures. Works with various databases, captures and manipulates data, and perform analysis to identify areas requiring action.
• Assess, validate requirements for transition, technical refresh and life-cycle sustainment responsibilities within USMC IT environment, which includes all assets, applications, peripherals, system tools, and assess the state of enterprise and site infrastructure, and to coordinate overall site and facilities readiness. Apply formal quality processes at each location to prioritize and resolve parochial issues associated with transition activities, technical refresh, asset tracking and life-cycle sustainment.
• Develop an effective plan that accurately assesses technical and programmatic issues that define critical path requirements at each location. Key facets of this plan include methods for surveying customer requirements; management of current application inventories; entering and monitoring data for services ordered into current tool set
• Develop and execute a formal strategy that ensures the notional schedule of events is planned for, while providing flexibility to accommodate shifting priorities within the USMC IT environment.
• Ensure asset data that has not been reconciled, is accurately updated as well as follow execution discipline guidelines and life-cycle sustainment process and procedures
• Execute enterprise transition strategy that effectively prepares sites for transition, technical refresh and life-cycle sustainment for the USMC IT environment. Coordinate at the Marine Corps sites to ensure that accurate customer data is captured and defined site requirements fit into the overall schedule for transition, technical refresh, and life-cycle sustainment.
• Define program of customer interface and management that ensures the programmatic goals of PdM MCNIS office are aligned and integrated, which includes coordinating support.
Follow the overall schedule for transition and maintaining the overall schedule for technical refresh, resolving anomalies and issues with both Marine Corps customers and prime vendor support staff, follow-up on Service Requests (e.g. Moves, Adds, and Changes (MACs))
• Assist the customer establish a cohesive technical management framework that ensures execution of task order requirements within the specified constraints (e.g., budget, schedule), which includes identifying suitable milestones, products, documentation, etc. necessary to affect a collaborative process with the Government/Contractor.
• Coordinate stakeholder priorities and vetting requirements, capturing resulting recommendations, and facilitating immediate resolution of transition and cutover problems among the parties
• Survey customer requirements, enter and monitor data for services ordered into current tool sets (i.e., NET).
• Track Interim Authority to Operate (IATO) and Authority to Operate (ATO) for servers and sites, as required.
• Update and reconcile asset data in NET following USMC process and procedures.
• Coordinate and resolve technical, scheduling and delivery issues associated with technical refresh, asset tracking and life-cycle sustainment using NET, Asset Center and eMarketplace tools, etc.
7/11-10/13 – Spawar Atlantic Systems Integration, Headquarters (HQ), U.S. Naval Forces and Marine Forces North (MFN), New Orleans, LA, Supervisor: Jerry Hopstetter, Contact: Yes, 504-***-****, Hours: 45/wk
LEADERSHIP / MANAGEMENT: Lead 5-person team in providing operational support to develop policies to continually improve software security services for all Naval and Marine operations. Provided support to the facility staff requesting queries from the data warehouse, gathers information and developed relational database reports, and provides expertise in development of strategic information using Geographic Interface System mapping. Responsible for SQL Servers setup, configurations, and monitoring. Creates and analyses a variety of highly specialized reports, graphs, maps, and written materials to assist in operation activities, strategic planning, revenue generation, cost validation, resource management, and expenditure management. Ensures timely, appropriate, adequate data is input, utilized, assessed, and evaluated based on thorough understanding of objectives and functions of clinical and administrative applications and their relationship to medical center wide operations. Applies management theory to analyze cost and utilization data or trends. Applies findings to make sound recommendations. Prepares briefing materials, graphs, reports, cost analysis, and correspondence. Conducts special studies and surveys, regarding collection and review of automated data and information technology issues. Provides a mechanism for reporting system deficiencies and suggestions for system improvement and enhanced functionality.
PLANS / PROGRAMS / POLICIES: Revised Controls and monitors the execution of the implementation of the Office's program through information obtained from national and regional tracking and information systems, evaluation reports prepared by other organizations such as auditors, accountants or management analysts, and determines the need for program changes or additional controls or evaluations based on this information.
OPERATIONS: Improved methods for analyzing and reporting computer system software readiness statistics. Provided CG with most accurate information possible for candid congressional testimony and effective long-range planning and budgeting. Utilized government and corporate database portals such as LogMein Rescue, LogMein Central, Remedy,Cobalt, Outlook, Clear Quest, My Focus, SysAid, Sage CRM, and Iris to track user incidents and provide technical support to clients Performed BHI installations Implemented Help desk manuals and help desk scripts providing step by step direction on resolving software discrepancies experienced by users. Produced reports and presentations for management for informational and training purposes weekly. IT support technician with 7 years of professional experience: training, troubleshooting, customer service, maintenance for desktop and deployable computers, hardware support, software maintenance, and administrative support. Participated in National Special Security Event planning conferences. Negotiated increase in high-demand services while remaining under contract cap.
PROJECT MANAGEMENT: Analyzed the performance of new and existing equipment to improve system and network configurations; experience working with SAP Enterprise Portals from a basis perspective and SAP Basis system administration; resolving complex production issues; performing testing, supporting upgrades, maintenance efforts, troubleshooting, and correcting of complex or unusual problems, incidents and requests involving interface and interoperability of SAP system components and associated technologies; and monitoring/tuning the SAP system performance. Experience in Java (Netweaver) programming language and design techniques including build and deployment techniques of Java applications; and SAP programming technologies in areas such as: Batch Data, RFC, Event scheduling, Security authorization concepts, SAP Data Dictionary Information System, and Object orientated coding. Direct experience utilizing SAP tools, including: SAP Netweaver 7.1, SAP Netweaver Development Infrastructure (NWDI), SAP Netweaver Developers Studio (NWDS), Solution Manager 7.0, and Enterprise Portal 6.0/7.0. Providing customer support services for systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations; and managing server systems in an enterprise-level environment.
CUSTOMER SERVICE: Provided administrative and operational support to over 5,000 Naval and Marine service members
ACCOMPLISHMENT: Successfully created and completed development of the following documents: System Security Plan for Moderate Controls, Accreditation Boundary Scope Memorandum, Security Categorization Instruction Worksheet, E-Authentication Risk Assessment, E-Authentication Threshold Analysis, Security Risk Assessment, Security Controls Testing Evidence, Security Assessment Report and Plan of Action and Milestones
Job Title: Operations Manager
Company Name SAI GULF 04/2010 –07/2011
Laplace,La 70068 Salary: 60,000. USD per year (optional
Supervisor’s Name: Chuck Sanford Hours per week: 40
Supervisor’s Phone #504-***-**** Contact Supervisor? Yes
7/09-7/11 – SAI GULF OPERATIONS MANAGER, Supervisor: Chuck Sanford, Contact: Yes,, 504-***-****, Hours: 60 hrs/wk
LEADERSHIP / MANAGEMENT: Manage supplier relationships to ensure continuity of goods and services that meet the quality, service and price performance standards of the company and remain current with market trends through relationships with suppliers and market experts in order to identify and communicate new technologies and solutions to key problems in the assigned areas. Maintain a working knowledge of applicable federal, state and local laws and regulations as well as any internal policies (e.g. code of ethics) or procedures to ensure that the behavior exhibited by the organization, with the highest level of integrity, honesty, and transparency, to drive implementation of global/regional agreements which helped to develop and implement global standards. Work with other members of the Operations Leadership team to develop and implement Purchase to Pay initiatives that reduce transaction cost and consolidate volume as well as adopt and maintain safety awareness through PQM meetings with employees at least monthly. Setting standards for P.O. processing and ensuring orders are processed in a timely, accurate manner. Maximize the productivity of the procurement/stores process as well as look for opportunities to continuously improve, the process and reduce the overall transaction cost of the company
PLANS / PROGRAMS / POLICIES: Instruct staff in the use of software and other appropriate information management tools. Trains users in microcomputer hardware technology and use. Trains users in a wide variety of software applications. Maintains computer programs for projects assigned using customary approaches, techniques, and requirements appropriate to the computer application. Skilled in utilization of the drive to network/servers/alpha systems and hub/switch connectivity, to troubleshoot and resolve problems. Maintains appropriate records to document user support activities.
OPERATIONS: Responsible for overseeing $50 million of highly sensitive equipment- efforts led to zero loss in a 2 year period. Skilled at developing weekly training meetings, consistent with establishing a strong work ethic, excellent time Management and working well in a fast paced environment identifying, prioritizing and impacting key business opportunities. Manage the day-to-day business relationship with key suppliers through supporting activities including ordering, communication of demand/ volume/ delivery time changes, issue resolution, sharing of end-user feedback, follow up on backorders, for oil/coal shipment operations.
CUSTOMER SERVICE: Facilitated individual and group training on Logistical processes, requirements, and timelines to over 30 staff members.. Ensured smooth transition into HQ command and Bahrain culture. Assisted with transportation, accommodation, in- and out-processing.
Job Title: Logistics Officer
Company Name: US ARMY 09/2004 –10 /2010
Austin, Texas Salary: 82,000. USD per year (optional
Supervisor’s Name: Col Ben Johnson Hours per week: 60
Supervisor’s Phone #:512-***-**** Contact Supervisor? Yes
5/06-7/09 – US ARMY, Quartermaster Officer, Austin, Texas, HQ Camp Mabry,TX Supervisor: Benjamin Johnson Contact: Yes,, (000-***-****, Hours: 60/wk
LEADERSHIP / MANAGEMENT: Coordinated interrelated issues of effectiveness, efficiency, and productivity, developing recommendations to resolve issues and problems, and applying program and logistics management principles to ensure program accomplishment; developing, identifying, defining, and resolving complex technical and management issues related to manning, logistics, funds, etc., and the corresponding development efforts to facilitate the notification and determination of alternative ways to achieve the best mix of forces, equipment, and support.
PLANS / PROGRAMS / POLICIES: Recommend and evaluate procedures and employs innovative techniques and methods to achieve goals. Develop, execute and review policies, processes, and procedures of a special or miscellaneous character that span multiple scientific and engineering disciplines involving the application of knowledge of such fundamentals. Provide status and advisory services to senior functional engineers or senior program engineers and managers on problems, issues, and projects in assigned areas; complies with all applicable Federal, state, and local laws and policies. Plan, coordinate, evaluate and direct the development and/or production of single or multiple systems, subsystems, or equipment items to meet cost, schedule, performance, and supportability criteria; integrates multiple logistics and/or acquisition functions to implement program management strategy, responsible for preparation of oral/written reports, and duties may include administering the resources required to execute project requirements. Work may include use or development of computer aided engineering and analysis tools.
OPERATIONS: Direct, develop or perform logistics management operations that involve planning, coordinating, or evaluating the logistical actions required to support a specified mission, weapons system, or other designated program. Perform periodic independent systems evaluations and develop recommendations for system improvements based on a thorough and comprehensive study and analysis. Schedule and monitor and funding milestones for adequacy and timeliness. Monitor organizational and contractor compliance with milestone and system performance criteria. Collaborate and plan with other managers and appropriate personnel to coordinate and/or integrate operations and interests of other organizations. Responsible for planning, managing and coordinating the total cradle-to-grave life cycle logistics support for assigned systems or subsystems, integrating separate functions of supply, maintenance, procurement and quality assurance into logistics activities required to sustain system fielding. Gather facts and develop conclusions relative to any matter having a significant impact on solutions to problems requiring command attention because of their criticality of involvement with high-level policy. Exercise technical leadership to obtain agreement on required actions, schedules and the resolution of conflicting points of view concerning program or policy matters.
PROJECT MANAGEMENT: develop or perform logistics management operations that involve planning, coordinating, or evaluating the logistical actions required to support a specified mission, weapons system, or other designated program. Developed effective method to track human resource (HR) information for over 400 military personnel. Created manpower matrix that displayed 14 key HR items. Allowed senior leaders to track past, current, and future manpower changes, and to monitor a range of HR data (personal awards, promotions, performance evaluations, physical fitness testing, college tuition assistance, marital and family status, etc.). Provided valuable information for decision-making processes and for effective operation of HR programs.
Job Title: Process Operator
Company Name: Dell Computers 06/1998 – 10/2002
Austin,Texas 78753 Salary: 45,000. USD per year (optional
Supervisor’s Name:Debbie Pierce Hours per week: 60
Supervisor’s Phone #:Unknown Contact Supervisor? No
7/04-5/06 – Dell Computers, One Dell Way, Austin TX, Supervisor: Debbie Pierce, Contact: No (location unknown), Hours: 60/wk.
LEADERSHIP / MANAGEMENT: Supervised 5-10 personnel in conducting operations Collaborated effectively across different organizational levels, functions, businesses, and geographies to realize procurement goals and objectives, setting standards for P.O. processing and ensuring orders are processed in a timely, accurate manner. insured that the level of service was maintained by developing metrics on the number of PO's handled daily, the accuracy of the PO's and the time to order, delivery and payment
PLANS / PROGRAMS / POLICIES: Reorganized shipping and receiving division by assisting in the implementation of computer software/hardware tracking systems for business to business solutions, which enhanced and streamlined operations, improved communication, and clarified responsibilities for the overall success of Dell computer manufacturing, shipping and receiving responsibilities.
OPERATIONS: Developed innovative methods to improve crew manufacturing readiness, chronically low due to hectic shipyard work schedule and many competing priorities. Worked closely with local and regional Materials Management and Finance teams to expedite receiving and AP processes. RESULTS: Efforts simultaneously decreased man-hours expended on software issues and increased customer satisfaction. Within one year, increased readiness from 74% to 95%.
PROJECT MANAGEMENT: Experience in Java (Netweaver) programming language and design techniques including build and deployment techniques of Java applications; and SAP programming technologies in areas such as: Batch Data, RFC, Event scheduling, Security authorization concepts, SAP Data Dictionary Information System, and Object orientated coding. Direct experience utilizing SAP tools, including: SAP Netweaver 7.1, SAP Netweaver Development Infrastructure (NWDI), SAP Netweaver Developers Studio (NWDS), Solution Manager 7.0, and Enterprise Portal 6.0/7.0. Providing customer support services for systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations; and managing server systems in an enterprise-level environment.
CUSTOMER SERVICE: Overhauled customer satisfaction survey process. Previous survey process produced small sample sizes and little useful feedback for decision-making processes. Conducted research of civilian market to determine most effective current survey methods. Created telephone ‘call back’ system to increase sample size and add human interaction to survey process. Built Microsoft Access database to collect data and produce professional reports. Personally conducted 460 phone interviews. During conversations, informed customers of ongoing process improvement efforts. Redesigned paper surveys RESULT: 100% of all systems within the (DHSS) for all the Information Assurance Vulnerability Alert (IAVA), Information Assurance Vulnerability Bulletin (IAVB) and Information Assurance Vulnerability Technical Advisory (IAVT) being compliant with the Department of Defense IAVA policy.
EDUCATION
M.I.S., Management Information Systems, University Of Phoenix, present, GPA: 3.3
B.S., Business Management, University of Texas, 10/10, GPA: 3.4
JOB RELATED TRAINING
U.S. Army Captain’s Career Course Graduate, 10/2011
U.S. Army Officer Candidate Graduate, 8/08
Army Leadership Program for Junior Officers, 06/06
Officer Indoctrination/Leadership, 4/00
Enlisted Non Commissioned Officer Graduate, 7/95
LANGUAGES Primary Language: English (Spanish)
EDUCATION: Spoken: Advanced, Novice
Written: Advanced, Novice
Read: Advanced, Novice
.
AFFILIATIONS:
Certificate of Affiliation/Quartermaster General, 2009 to Present
U.S. government Secret Security Clearance, 2006 to 2017
TWIC Card/ OSHA Certification
AWARDS
Defense Meritorious Service
Army Commendation (five awards)
Joint Service Achievement
Army Achievement (two awards)
Good Conduct (four awards)
Army Expeditionary
Global War on Terrorism Expeditionary
PROFESSIONAL N/A
PUBLICATIONS:
ADDITIONAL SKILLS
Technical Skills: Microsoft Word, Excel, PowerPoint, Access, and Outlook. DTMS, DTS, SAMMS-E,SkillSoft,RCAS,MEDPROS,DPI,UPS,ORACLE,MMPA,AFCOS,IPERMS, COBALT, SAP GCSS-Marine Corps- Inventory Management, Maintenance, Unit Account Management, SAAR processing, HR Temp Contractor/ non Marine processing, Technical Assistance Remedy- Account Management & Technical Assistance, SAAR processing Navy 311 & Navy Data Center,Navy Standard Integrated Personnel System Commander Navy Reserve Force Pay, Navy Reserve Order Writing System, Defense Travel System. Air National, Order Writing System, Medical Readiness Reporting System, Reserve Headquarters System, CDM,CMS,NETC,CNATRA, CITRIX
Critical Skills: Proficient at conducting thorough research, preparing and facilitating executive-level decision briefs. Adept at team-building, negotiation, and conflict resolution.
PROFESSIONAL ATTRIBUTES: Exceptional Logistics Operations Officer/Information Technology Specialist with 22 years’ experience in challenging work environments. Adept at strategic planning, financial management, logistics and operations support, manpower and resource management. Comfortable managing complex projects and leading diverse teams in high-pressure situations. “Go-to guy” for the most demanding jobs, serving in key leadership positions at major HQ commands worldwide. Articulate, resourceful, meticulous, and enthusiastic. Dedicated to developing intelligent business practices, negotiating workable, win-win solutions, and delivering unparalleled customer service.
VOLUNTEER WORK
01/17/98-Present, Various Organizations, Performed role of Benjamin Franklin in three American Revolution re-enactment events and Masonic parades. Supported Special Olympics events. Participated in two ‘Adopt-a-Highway’ cleanup programs and numerous other community outreach projects (painting, renovation, etc.) throughout career.
References: Upon Request
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