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Program Analyst/Operations Analyst

Madison, AL
February 25, 2020

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Madison, AL

Jackson Cousart 256-***-****


I am a hard-working, goal-oriented individual seeking employment in a stimulating and challenging environment in which I can excel, using my leadership abilities, organizational skills, and acute attention to detail to advance the company's goals while also experiencing personal advancement opportunities. Years of teamwork, punctuality, flexibility, and commitment make me an ideal candidate. Coursework that includes business, finance, economics, writing, marketing, management, accounting, and Microsoft Suite applications have prepared me to contribute immediately. WORK EXPERIENCE

Science Applications International Corporation (SAIC) February 2019-Present Force Protection Operations Center Analyst/Program Analyst Huntsville, AL

! Provided telephonic decision analysis and resolution troubleshooting support to end users of the Entry Control Point Systems. Perform decision analysis and resolution utilizing internal logistics database to create work orders and generate trouble tickets for respective FSRs.

! Utilized logistics database to track all issues from ticket generation to resolution to support resolution validation and verification. Generated and maintained an accurate and current log of all help desk related requests and document problems and issues as well as provide feedback and suggestions for improving system functionality based on systems engineering design and analysis processes

! Performed systems engineering analysis function such as identification and reporting of trending issues that indicate system, network or other related failure(s) and perform troubleshooting and test solutions.

! Generated daily operation readiness reports and weekly executive summaries providing an overview of operational status for multiple programs. Wrote and edited bi-weekly reports for JPEO-CBRND program and facilitated meetings between FSRs and the government providing an accurate and current account of the program.

! Assisted with editing and creating a White Paper for a potential contract for the government to consider. Verizon Wireless November 2016 – September 2018

Customer Care Advocate Huntsville, AL

! Effectively managed customers’ cellular accounts to meet needs of customer and business. Coordinated and communicated with multiple departments to ensure needs were met based on personal analysis of account.

! Troubleshot wide variety of products including cell phones, routers, connected devices, phone accessories, and applications. Used a wide variety of resources and critical thinking and problem solving skills to make sure each individual issue was appropriately resolved

! Understanding of contracts and ability to explain customer agreements, promotional details, and product specifications to the customer or small business. Communicated business changes to customers to ensure they received the most accurate and up to date information.

! Led team in morning meetings to communicate daily business expectations and set goals for team motivation. Proactively communicated team goals and achievements through Outlook.

! Interacted with brand representatives to keep up to date on with new product features and upcoming model releases Which Wich Superior Sandwiches August 2014 – November 2016 Shift Manager Madison, AL

! Effectively managed team members to ensure operations ran smoothly by creating Microsoft Office documents and PowerPoint presentations that helped with the training process, communicating directly with employees, and helping to develop new techniques.

! Managed customer relationships to ensure that customers had a positive experience by communicating the ordering and catering processes verbally and through written documents. Assisted with marketing the business to facilitate its’ growth through interactions with individuals and companies

! Assured Word and Excel documents were completed and accounts balanced for each day. Including transferring data from the register to Excel while making sure all calculations were correct, worked on marketing menus for both the store and catering events. Helped monitor and complete purchasing orders for weekly deliveries of stock ensuring demand was met. Chambers Bottling Company May 2013 – August 2013

Product Merchandiser Huntsville, AL

! Worked under limited supervision with vendors, co-workers, delivery drivers, and other stores to ensure product arrived and was displayed to best attract customers while complying with rules and regulations from multiple companies.

! Analyzed trends and needs to order necessary stock for multiple stores. Created product displays and graphics to effectively market the product under strict guidelines.

! Multi-tasked to ensure multiple stores were equipped to handle demand of product within a scheduled business day, while handling any issues that came up and coordinated with co-workers in solving issues. EDUCATION

University of Alabama Graduated May 2014

Bachelor of Arts, Political Science and Economics

Tuscaloosa, AL

! Accepted and Graduated from the University of Alabama Honors College with a 3.5/4.0 GPA

! Accepted into The National Society of Collegiate Scholars, Phi Eta Sigma, Alpha Lambda Delta Honor Societies

! Conducted a community audit for the non-profit, Crossing Points, in Tuscaloosa, AL. Editing and creating documents with Adobe and Microsoft PowerPoint to allow Crossing Points to better communicate and market their business

! Participated and led club sports teams in Soccer and Football. Participated in Mock Trials for Pre-Law and Law Programs. SKILLS & INTERESTS

! Skills: Customer Service, Microsoft Suite including Office and Excel, Team Management, Writing and Editing, Time Management, Project Management, Communication, Social Media, Troubleshooting, Economics, Analysis, SharePoint, Contract exposure, Granted Secret Clearance

! Interests: Soccer, Hockey, Football, Traveling, Hiking, Writing, Statistics and Statistical Analysis, Blogging, Reading References are Available on Request.

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