Customer Service Manager
Resume:
Travis Smart
**** **** ****** ***. **** Silver Spring, MD 20910
******.*******@*****.***
PROFESSIONAL SUMMARY
Ambitious team leader that effectively builds cohesion while increasing production. Comfortable exercising initiative in the absence of direction. Highly observant and detail oriented. Excels at researching and formalizing policies. Core competencies include,
•Customer Relations •Leadership •Microsoft Office13 Proficient •Active Directory Management
•Effective Communication •Problem Solving •Planning •Research •Dedicated Hardwork •Experience with Department of Defense guidelines and regulations
WORK HISTORY
(NOV2016) Break/Fix Technician, SOC, Washington Navy Yard
(FEB2015- SEP2016) Automations Information Assurance Director, Department of Defense, Odenton, MD
(FEB2013- FEB2015) Technical Support Team Coordinator, Department of Defense, Korea
(MAR2010-FEB2016) Service Desk Support technician, Department of Defense, El Paso, TX
(MAY2011-MAY2012) Communications Manager, Department of Defense, Afghanistan
(MAR2009-MAR 2010) Network Operation Center shift Supervisor, Department of Defense, Kuwait
EXPERIENCE
Network Administration
●Supervised, installed and performed maintenance on information processing systems, peripheral equipment, and associated devices in mobile and fixed facilities.
●Utilized Active Directory to support multiple organizations users and workstations, along with ensuring all personnel were compliant with security policy training.
●Help Desk Technician providing superb customer service throughout the organization on computer software’s (Windows 7, Windows Office 2013, Various Department of Defense approved software)
●Facilitated software updates/patches on network systems for large organizations to reduce system vulnerabilities and harden the DOD secure networks.
●Private Key Infrastructure Trusted Agent.
●Installs, maintains and repairs voice, data and wireless communications systems.
Quality Assurance Quality Control Manager
●Performed installation, maintenance and repair of telecommunications systems.
●Ability to load cryptographic keys into tactical communications devices to support supply distribution in some Afghanistan.
●Serviced a fleet of 50+ military for combat missions.
Automations Support Director
●Assisted the organization's executive officer in revising the company's Continuing of Operation Operations Program, to include selecting the off site and identifying key personnel and equipment necessary to continue operations in case of an emergency situation.
●Broad Scale life cycle management turnover that resulted in 600 workstations being collected and replaced with brand new systems. I then updated each and every system with the latest Department of Defense operating system also recovering individual data and restoring it onto the new systems with 0 lost of network integrity or data.
●Desktop system management responsibilities involving account monitoring, security, Operating System (OS) installation, and other local area network policies
●Verified work order information and receipt of all necessary equipment and information and delegating task to subordinates.
●Interpreted service orders, circuit diagrams, and electrical schematics.
●Developed and mentored subordinates to increase technical knowledge and professional performance. Coached 75% of my eligible staff into promotable positions.
●Through policy enforcement, successfully reduced Information Assurance violations by 60%.
●Recertify the organization bi-annually on its Risk Management Policy and Personal Identifiable Information privacy act as directed by the U.S Army Intelligence and Security Command.
●Analyzed and tightened the Automated Systems Integrated Database across multiple organizations. ASID is used to manage automations equipment to include computers, servers, printers, monitors, etc. for life cycle replacement based on model and purchase years.
●Collected viable information and provided daily situational update reports.
●Assisted ISSO in reviewing and revalidating Authority to Operate orders for Military Intelligence required software.
Break/Fix Technician
Break/ Fix technicians focus mainly on hardware replacement and network troubleshooting on HP machines.
EDUCATION AND CERTIFICATIONS
●Advanced Leadership Course; Cyber Center of Excellence, Ft. Gordon, GA
The Advanced Leadership Course is a 9 week course that focuses on enhancing leadership and technical skills required to prepare soldiers selected for promotion to staff sergeant to effectively lead squad- and platoon-size units.
●CompTIA A+
●CompTIA Network +
●CompTIA Security +
●CompTIA Server +
VOLUNTEER EXPERIENCE
●Habitat For Humanity
●Troops For Trash
●Korean Orphanage
●Assistant Youth League Basketball Coach
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