Customer Service Manager

TODD FADLEY

http://www.linkedin.com/pub/todd-fadley/60/3a8/58a/

937-***-**** SPRINGFIELD, OH ****.******@*****.***

OBJECTIVE: Seeking a help desk position

SUMMARY OF QUALIFICATIONS

Rated on technical expertise with a scale of 4.98 out of 5.0

Rated by TWC customer surveys with a satisfaction rating of 100%

Quickly grasps broad concepts as well as technical detail

Sound leadership, unparalleled enthusiasm, in-depth technical expertise,

profound initiative, integrity, tenacity, tact, and dedication to mission accomplishment

Successful in learning 42 new systems and 27 new techniques in the technical workplace

PROFESSIONAL EXPERTISE

Technology

Provided basic and intermediate help-desk support, Level 1 and 2 for approximately 6.5K users

Daily troubleshoot all types of TWC cable systems and equipment such as internet access, cable television access,

cable modems, telephone VOIP and IP for reported errors and defective equipment

Proficient using DAMEWARE software, WAN and LAN setups, configuration and trouble calls

Utilized Remedy for ticket creation and queue tracking

Remote into users' desktops laptops to troubleshoot problems and install software

Fluent in Microsoft Office with exception to ACCESS only

Skilled in alarm monitoring and sensors

Customer Service

Provided service to transient units upon their entry to camp

Briefed operational capabilities of the site to the US Committee on Intelligence, Members of British Parliament

and Field and General Grade officers during their fact finding visits in theater

Briefed all incoming units (between 2 -300 persons at once) with camp pertinent information and restrictions

Point of contact as the conference room scheduler

Instrumental in assisting personnel in all functions of camp life

Conveyed empathy and compassion to those in need of emergency assistance

Operations Security (OPSEC)

Facilitated accountability drills for mission readiness

Managed all temporary issue access badges for Kuwait Naval Base

Interacted almost daily with Kuwait military to ensure the temp badges (over 1440) were successfully rendered

Program Analysis

Managed SHAREPOINT for the AFLCMC BES HIAR (MP&E, CSWS DE, IMCS, RMS/LMDB)

Conducted 3 weekly, 12 monthly and 4 quarterly data call reports and schedule reviews for program managers

Received 4 Performance Excellence Awards

Leadership

Managed and supervised 39 troops in Garrison

Supervised 6 troops and supervised 4 foreign linguists in theater

Supervised and managed 13 Marines in professional growth and personal conduct of troops

Lead platoon in physical fitness and training, resulting in being the best in the company

Fadley, Pg 2

EMPLOYMENT HISTORY

2016-PRESENT Bulk Order Specialist Eby Brown

2014-2015 Systems Analysis Subject Matter Expert (Contract) OST Inc.

2013-2014 Technology Operations Customer Service Representative Time Warner Cable

2007-2012 Program Analysis Control Support (Contract) MCR Inc

2006-2012 Operations Sergeant Personnel Manager Ohio National Guard (army)

2004-2007 IT Technician Customer Service CAM SUMMIT Tech CDO

(Contracts)

1998-2006 Special Communication Signals Collection Analyst Personnel Manager US MARINE CORPS

EDUCATION

Bachelors Criminal Justice Tiffin University

Peace Officer Certification Terra Community College

Contact this candidate