ELLIOTT J. JONES

*** ***** ** *** *, Norfolk VA *3508

207-***-****

ad1ow4@r.postjobfree.com

www.linkedin.com/pub/elliott jones

PROFESSIONAL SUMMARY

Mission-driven Customer Service Representative with ACTIVE Security Clearance, duty is to provide Tier 1 support in service /help desk environment. With the goal of customer first: Answering calls with courteous, friendly, and helpful manner; given resolution, by phone, email request, and web-submissions. Collecting all data customer has provided via word of mouth to documents which will be entered into escalating ticket system forward to appropriate groups. Clear thinker with excellent interpersonal, written, and verbal communication skills. Have the ability to effectively multi-task, troubleshoot and resolve problem issues in a fast-paces environment.

Leadership / Supervision

Equal Opportunity

Professional Development

Operational Reports

Business Communications

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Nationwide IT Services NAVY 311 – Norfolk, VA 06Customer 07/2023

Customer Service Representative

Documentation and/or resolution of customer requests/issues, researching the proper source of support over a broad range of military resources, and serving as a customer advocate to ensure the resolution meets the customer's expectations. Utilizes REMEDY IT Service Management Suite to document cases via phone, chat, or email. Performs telephone switchboard functions, routing incoming phone calls to appropriate Regional Maintenance Center codes for assistance.

Utilizes ATFP Remedy, CDMD-OA, TDMIS, One Touch Supply, NMCI Enterprise Tool (NET), Naval Logistics Library (NLL), MFOM Afloat Toolbox for Maintenance (ATM), among other databases and resources for research and information validation. Proficient with SharePoint and Microsoft Office Suite products. Resolved 75% of customer request with over a 50% first call resolution.

Naval Support Activity Hampton Roads Norfolk, VA 02/2013 08/2016

Disaster Preparation Work Center

Provided administrative and structural oversight to NSA Hampton Roads, Supply Depot area, Lafayette River Annex, Northwest Annex and Naval Medical Center Portsmouth comprising of 10 tenant HQ’s and over 40 tenant command and 4245 acres

As the Incident Management Team member in emergency operations during natural and man made disasters resulting 100% mission readiness through training for 52 members and real time events.

Served as Emergency Operation Center Assistance, performed multiple duties for daily operations at Portsmouth Naval Hospital NSA Northwest Annex and NSA Hampton Roads. Complete FEMA courses IS100,IS200,IS700 and IS800 to establish basic requirements to maintain Emergency Operation Center though training of personnel and. Providing command with policies and procedures governing mission assurance, protection, force protection to include law enforcement, antiterrorism and security.

USS Mesa Verde LPD 19 01/2010 01/2013

Operation Specialist

Operated a variety of computer interfaced detections equipment Processed and stored classified materials. Used secure and non secure radio in communicating, in plain voice or coded signals Provided invaluable training to Sailors and Junior Officers as Navigation Team members to Piloting Officers Certifications. Certified as Anti Terrorism Tactical Watch Officer Served as Combat System Training Team (CSTT) Evaluator / Initiator / Observer

Special Operation Joint Task Force Fort Bragg, NC 01/2011 11/2011

Situational Awareness Room Non Commission Officer Provided Command General and Senior Staff members with real time tracking of over 300 tactical operations against hostile influences, resulting in the apprehension of 99 wanted individuals Led advanced team of highly trained personnel in the setup of a new Headquarters in FOB Union III inside International Zone in Baghdad. Maintained accountability of Joint Task Force equipment totaling over $200,000 with zero discrepancies

COMUSNAVCENT 01/2009 01/2010

Joint Interface Control Watch Officer

Led a three-person team in the operation and management of a complex C4I architecture, interfacing 17 communications systems and 14 tactical displays that supported three CSG/ESGs and multiple coalition units’ direct support of COMUSNAVCENT lines of operation. Performed handling and storage of classified materials. Compiled Daily Operation brief for Command General and coalition force leaders on current operations and threats in the area of operation.

COVID 19

Fully Vaccinated

EDUCATION

Saint Leo University

Home Land Security – work in progress for Bachelor Degree

Department of labor Certificate of Apprenticeship: Computer Peripheral Equipment Operator August 2006

Job Related Training:

Computers and Electronics

Reading Comprehension

Skill and Proficient with all

Microsoft Office Programs

Judgement and Decision Making

Organizing, Planning and Prioritizing work

Program Troubleshooting and Resolution skills

Data Base User Interface

Materials requirements

planning logistics

Skilled at Customer and

Personal Service

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