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Service Customer

Cary, North Carolina, United States
October 26, 2016

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PO. Box *****

Raleigh, NC *****



Bachelor of Business Administration (BBA) with a concentration in Management

North Carolina Central University, Durham, NC, 1992

Masters of Divinity

Shaw University, Raleigh, NC 2010


P3 Communications

Driver/Office Assistant

January 2011 – Present

Input new inventory into database

Track and store phone and equipment inventory

Transport field test engineers to various areas within a 50 mile radius of Raleigh to perform test on various cell phone products and cell phone towers

Process reports

Participate in special projects

Maintain vehicle records and ensure maintenance of company vehicles

Train new employees


Temporary Agency August 2009 --2015

Perform various functions as assigned by the agency which includes transporting hardware and software engineers to specified routes within a 45 mile radius of Raleigh and following a route plan.



Network Operations Technician(NOC)

April 2007 – June 2008

Monitored platform components to detect failures and degraded performances for 33 platforms.

Maintained client and company standards through analysis and attention to detail.

Coordinated professional and timely resolution of platform components which included network, systems, and application, storage, and database failures.

Provided external and internal support and communications during service impacting events which included executive level communication.

Managed the change control process to ensure availability and trending.

Coordinated platform maintenances for releases, emergencies, and planned processes.

Documented service impacting events via ticketing systems and processed paperwork to conclude root cause analysis.

Identified problems and coordinated corrective action which saved the company money and led to an SRA award for monitoring.

Reduced service level penalties by 50% through detailed analysis in one year.

Process maintenance and availability reports for upper level management.


Case Health and Benefits Specialist/Technical Analyst

September 1999 – December 2006

Assigned human resource functions for clients Lockheed Martin and BASF.

Assisted client workforce of 50,000 plus in functions that included payroll and policy questions; interpreted human resource laws; (LOA, FSA, FMLA, COBRA, HIPAA and ERISA) worked with client on all points of contacts for Human Resources.

Provided technical support for employees on the Learning Management System, Performance Recognition System, and intranet websites by removing pop-up blockers, adjusting java settings, clearing temporary internet files, and adjusting other web browser settings.

Trained new employees to prepare them for day to day operations.

Responded to customer inquiries through email and Contact US/Ticket tool.

Attended weekly conference calls and meetings to discuss process improvements and performance.

Escalated all issue the appropriate departments to ensure accurate responses to their inquiries. Problem solving and timely closure of all issues.

Suggested process changes that resulted in improved service level and response time.

Assisted with workflow and other special projects.


Field Services Supervisor August 1994 – April 1999

Managed and supervised operations and activities for over 45 drivers and 7 customer service representatives.

Monitored shipments to ensure client specified delivery times were met.

Conducted morning meetings to provide feedback on the previous day’s performance and set expectations for the current day’s service.

Implemented process changes which resulted in 15 to 20 minute earlier departure times for drivers to begin their routes.

Attended client sites to receive feedback on performance and to discuss potential improvements.

Increased productivity by removing steps in the morning sort process.

Trained employees and performed employee evaluations.

Processed daily reports for the District and Regional managers.

Personally tracked multi-million dollar credit card shipments for American Express, Chase, and Technicolor and processed payroll

Ordered stock and controlled inventory by maintaining a clean work environment.

Safety Coordinator. Conducted weekly safety audits for the interior and exterior of the building to ensure OSHA standards were met.

Hazmat certified and trained to ensure hazardous material could be shipped through Airborne.

Weight and load balanced trained to ensure proper loading procedures and balance accuracy of Airborne Express planes.

Attended management training programs.

K Received bonuses for meeting service level requirements up to $2500 per quarter.


Computer Systems Team Lead June 1989 – September 1996

Managed a work group of 10 order fillers.

Maintained a safe working environment by following OSHA standards.

Controlled inventory by ordering the parts accurately from various locations in the warehouse.

Conducted morning meetings to set expectations for the day’s operations.

Provided quality assurance by inspecting shipments filled by the workers.

Reported daily performance to the manager and technical analyst.

Trained new employees and provided ongoing training for current employees.

Provided warehouse inventory control through monthly counts.

Assembled computers and components for shipment.

Prioritized daily work orders to ensure urgent shipment requests were met first.

Recipient of IBM’s Suggestion Award for process improvements.


Microsoft Office Suite (Word, Excel, Outlook, Power Point, Access) Lotus, SQL and People Soft.

Extensive knowledge of Health & Welfare, Benefits, Group Insurance, Defined Benefits, Defined Contributions, and Payroll Core. Monitoring graphs/IP networks, Towers. LMS, PRS systems. Documentation and analytical skills. EPIC system.

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