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Customer Service Program Manager

Location:
Clinton, MD
Salary:
70
Posted:
November 07, 2023

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Resume:

JERRELL T. CARTER, SR.

***** ******** ****** ****

Clinton, Maryland 20774

202-***-****

ad0wy3@r.postjobfree.com

OVERVIEW

15+ years managing property and evidence for a Law Enforcement Agency.

Expert in applying rules & regulations based on Department’s guidelines.

Outstanding skills in customer service.

Proficient in handling databases and Microsoft software.

EXPERIENCE

Metropolitan Police Department

Evidence Control Branch (ECB)

17 DC Village Lane

Program Manager, Property

Starting $89,000 – Ending $103,000

From: 12/17 – To: 6/23

Responsible for finding and purchasing products and services for the organization and warehouse. Market research was used to locate the suppliers and determine if the price was fair and reasonable. Interacted with the supplier(s) to schedule delivery times. Build relationships with the suppliers to ensure maintenance for the warehouse equipment provided according to the contract. Keep files and records of the purchases.

Administrative Support - Serves as the first line of contact for Warehouse staff and customers regarding procured items; provides clerical support and coordination to approving officials and administrators; utilizes a variety of automated systems to enter, update, revise, sort, and calculate data; and develops reports and spreadsheets, obtains, organizes, files and retrieves reports for briefing and presentation purpose.

Viewed, researched, and downloaded camera footage for internal affairs, managers, and supervisors for investigations and incidents at ECB and Blue Plaines Impoundment Lot.

Monitored the cameras daily to ensure the building was safe and secure, to make sure the access points were not blocked, and there were no signs of criminal activity in and around the building.

Monitored the cameras to ensure employees are professional when interacting with the public and amongst themselves.

Monitored the parking lot cameras to ensure illegal cars were not left on the property.

Access to the server which held all the evidence video footage.

Expert in maintaining the video system for ECB.

Planned work for employees, set, adjust priorities, prepare for daily Branch operations, and schedules for work completion.

Developed realistic short- and long-term goals to increase Branch efficiency and productivity to meet daily operations and 21st Century Policing.

Planned for incoming work and coordinated the distribution of work assignments based upon available resources and employee skill capacity. Adjust staffing levels of work to accommodate overall workload assignments.

Assumed responsibility for other managers in their absence and put a written accountability mechanism (EvidenceOnQ data) in place to monitor/manage daily operations/productivity.

Ensured proper Property viewing procedures are adhered to when viewed by attorneys (Prosecution & Defense) or Law Enforcement Agencies.

Worked with Assistant United States Attorneys and the Office of the Attorney General to obtain timely Property Releases (PD Form 81-C).

When Property Disposal Technicians or Managers deal with disruptive customers, Assist, facilitate, and mediate the release of property to owners.

Ensured that enhanced Theft Prevention Corrective Measures will be included in Intake for Money and Valuables and Property Purge Procedures.

Communicated with sworn personnel, officers of the court, general public, management, and personnel from other law enforcement agencies related to proceedings and storage.

Ensured professional and courteous services through training, observations, and remedial action.

Evaluated work performance, create accurate ePerformance documents, and approve/deny training requests.

Maintained and controls the EvidenceOnQ system.

Generated reports as needed to meet daily work requirements.

Assisted with the training and monitoring of new employees as well as retraining current employees.

Sphere head critical inventory projects.

Assisted in the efforts for the disposal of drugs, specifically destruction.

Responsible for Evidence Control Division FOIA\Litigation

Metropolitan Police Department

Acting Supervisor, Evidence Control Branch

17 DC Village SW

Washington, DC 20032

Starting $68,000 – Ending $95,000 (temporary)

From: 07/15 – To: 12/17

Telephone #: 202-***-****

Planned and distributed work assignments for the staff.

Managed the Department’s evidence tracking system (FileOnQ).

Interacted with Assistant United States Attorneys and the Office of the Attorney General to obtain timely Property Releases.

Assisted in FileOnQ training.

Completed notes of the areas and assurance in customer service.

Created managerial reports from FileOnQ.

Ensured that all items in the district are following the department’s guidelines.

Conducted property inventory.

Responsible for setting the MPD Drugs Vault, Valuables Vault, Weapons Vaults, and Main Warehouse

Metropolitan Police Department

Compliance Monitor

300 Indiana Avenue

Washington, DC 20001

Starting $65,000 – Ending $65,000

From: 11/12 – To: 07/14

Telephone #: 202-***-****

Managed the Department’s evidence tracking system (FileOnQ).

Logged all property coming into the custody of the police department.

Served as the primary end-users conduct auditor.

Created Users profiles for authorized access to FileOnQ.

Assisted in FileOnQ training.

Provided support to users.

Kept records of current status of quality in services

Created managerial reports from FileOnQ.

Ensured that all items in the district are following the department’s guidelines.

Attended all the Department Narcotic and Weapons Burn.

Finished all the Department Emergency Response Plans.

Metropolitan Police Department

Compliance and Quality Assurance Monitor

Evidence Control Branch

17 DC Village Lane

Washington, DC 20001

Starting $38,000– Ending $60,000

From: 06/05 – To: 11/12

Telephone #: 202-***-****

Conducted daily systems inspections of unit level property offices.

Ensured Compliance of all Department’s Directives regarding the intake process, custody, and control of property coming into the possession of the police department.

Enforced proper compliance of all Department’s Directive/policies and procedures.

Prepared reports of findings and conclusions. Submitted all findings to appropriate Unit Command for action.

Tracked all action recommendations.

Created managerial reports from FileOnQ for the property items.

General Services Administration (GSA)

Information Management Assistant

Indian Trust Accounting Division

Five hundred Philadelphia Way Suite H

Lanham, Maryland 20706

Supervisor: Brenda Powell 919-***-****

Salary - $39,881

From: 09/94 – To: 12/04

Designed databases for the Branch Chief and Project Managers for Indian Trust Accounting Division (ITAD) of General Services Administration.

Provided support in setting up and installing computer hardware for thirty-two ITAD associates.

Performed hardware and software installations, scheduling installation dates, and monitoring acceptance tests, and ensured that proper forms are completed.

Performed hard disks volume organizations to keep volume directories, and files manageable, reinitializes the system to restore fragmented volumes to proper operating efficiency.

Served as a primary end-user resource regarding the daily use and operation of system hardware, software, and applications.

Performed hardware installation, configuration, and upgrades for Gateways, clones, and Dell hardware and operating systems.

Assisted with user training on the use of system hardware, software, and specialized applications; the management of users’ accounts and resetting of passwords; Performed research to locate technical information and solution strategies to assist in the evaluation of new hardware and software.

Performed basic cabling work such as splicing, crimping, adding cable connectors in conjunction with installing and rearranging peripheral devices and hardware.

Served as a team member assisting in providing orientation and training on LAN operations and application to new and current system users.

Conferred with LAN administrator on daily operations.

EDUCATION

University of District of Columbia — Washington, D.C.

1987 – 1988

Joel E. Spingarn, Washington, D.C., 1987

High School Diploma

JOB-RELATED TRAINING COURSES

Specialized Training:

Standards of Ethical Conduct, 2004, Pegysas Training, 1999, Microsoft software, 1998, Understanding local area networks, 1997 (Strayer University), Complete Guide to Netware 4.1, Ethernet Training, 1997, and Information Financial Database Training, 1996

Certified as a Trainee for the following:

EvidenceOnQ Electronic Tracking Systems, Secure Vertical Module (REMSTAR), Space Saver Moveable Shelves, Order Picker (Forklift type machine), and Forklift



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