Customer Service Support

Curtis Goehring

605-***-**** Email: *******@*****.***

Highly experienced in reviewing customer technical requirements and providing potential solutions to meet their needs. Expertise in providing exceptional customer service and project/program management. Proven track record of building and maintaining strong teams, maintaining composure in high stress situations, and following through to obtain successful end result.

Dynamic Public Speaker Expert Facilitator Civilian of the Year Outstanding Leadership

Problem Solving Expertise Excellence in Process Improvement

Federal Government Experience

US Department of Agriculture

1.Information Technology Supervisor GS2210-13 August 2013 – June 2022 (retired)

2.Forest Service Chief Information Office (CIO) – Custer, SD

3.Customer Services and Support (CSS)

Salary: $123,000 Supervisor: Lee Campbell 306-***-**** 40+ hrs/wk

Supervise Forest Service technical support group who provided Tier 2 Information Technology (IT) customer support for computer, telecommunications, and network systems located throughout Colorado, South Dakota, and Wyoming. I manage 12 personnel, monitor and assign workload, track productivity levels, coach and lead team on issues regarding customer service and support, and levy disciplinary measures as needed on all personnel issues.

Consult with Forest Service customers both locally and regionally to collect business communications needs and develop solutions.

Met and presented to Senior Forest Service Leadership at GS-15 and SES levels to describe multiple strategies the CIO has pursued to improve IT systems throughout my Region.

Improved customer service levels and IT support levels throughout the Region we support. For my efforts on behalf of my customer and upon completing many of the proposed strategies, I was nominated and received the Regional Forester's Award (SES level) in 2014 for Excellence in Customer Service.

Initiated effort to improve network connectivity, bandwidth, and network reliability at multiple locations in the Region. I coordinated with the Forest Service CIO network engineering organization to upgrade seven site networks.

Ensure all Cyber-related security levels are implemented and adhered to within my area of responsibility.

Instituted improved levels of service in my Region’s networks by pre-staging mission critical IT equipment at key locations to preclude long shipping intervals for failed network and telecommunications equipment. Developed a ‘forward-store’ equipment spare process by arranging for storing spare network equipment at multiple Forest Service locations throughout the Region. On three occasions since equipment spares were staged, network outages were reduced from several days to a few hours or less.

Initiated improved asset management processes at Forest Service Regional offices in my area of responsibility by assigning a point of contact (POC) at each site to track and record IT equipment inventory of Forest Service CIO items stored at their location.

Coordinated with the CIO Acquisition and Property management group and recycled more than 850 unserviceable computers and servers along with several outdated and unserviceable hardware devices which had been abandoned at various locations throughout my Region.

Collaborated with CIO Network engineers and assisted in the installation of upgraded telecommunications and hardware at multiple Forest Service offices throughout my Region.

Coordinated and managed the installation of wireless network services installations in several Forest Service Supervisor offices and Ranger Districts throughout my Region.

Led weekly and monthly Cyber Group meetings and conferences consisting of FS CIO Network engineers, FS Network Security technicians, and FS CIO computer support personnel. Group was responsible to understand and adhere to all cyber-related policies and procedures in the Forest Service computer/IT environment.

Implement InfoSec measures throughout my Region as determined necessary by the Cyber Group I led.

Support end users by resolving various computer issues regarding security-related issues requiring administrative credentials.

Perform Tier 1 telephone system support and provide on-site support for Tier 2 technical support when CIO technicians were performing remote maintenance or repair and required hands on support at the site.

Consulted with multiple Forest Service customers on their IT requirements to determine best system cost and fit to address their requirements within the Infosec parameters as required by the Forest Service CIO.

Install network connectivity to new users; repair or reconnect network connectivity when a user experienced a network disruption; provide hands-on support for remote network technicians needing hands-on at the site.

Replaced old, inefficient uninterruptable power supply (UPS) equipment supporting network and telephone systems at various remote Forest Service locations to ensure network availability in the event of a power failure.

Fostered an atmosphere of improved customer service and teamwork within the CIO’s Customer Service and Support (CSS) organization and user population throughout my Region.

Improved overall communications from the Forest Service CIO national headq

Authored weekly informative IT news bits for publishing in the Regional newsletter to inform customers on Infosec issues and CIO process changes/additions to keep Regional end users abreast of changes affecting their environment.

Facilitated weekly meeting of Customer Service and Support (CSS) group conference call consisting of a 40-member body of support technicians and supervisors. Prepare Infosec-related briefing to present at each weekly gathering.

Authored white papers on multiple technical and service issues facing the Forest Service CIO, and presented the ideas proposed in those papers for CIO review. Submitted white papers topics include management of incoming CSS workload process improvement, Regional support procedures for the installation and maintenance of their wireless networks, desktop tech refresh, telecommunications equipment upgrades, and a strategy for a more effective customer support concept which showed a reduced overall cost for similar support based upon realignment of personnel.

Revised the Forest Service CSS IT Supervisor's Guide using a web-based reference structure which replaced the existing, written/pictorial support definitions thereby reducing the need for frequent Guide updates to retain document currency and improved the process by which the Guide was able to be upgraded to include the most current information.

Facilitated a weekly CyberSecurity team conference call which worked to improve collaboration efforts between the Desktop Computer systems support group and the US Department of Agriculture and the Forest Service Security organizations.

Consulted with customers and potential vendors to resolve technical issues or research new systems functionality pertaining to customer requirements.

United States Air Force

Top Secret Clearance during entire tenure

Deputy Director GS1601/13 13/14 Dec 2010 – Aug 2013

Maintenance Squadron - Hill Air Force Base, UT

Salary: $105,000 yearly Supervisor: Regan Tingey 40+ hrs/wk

Deputy and Acting Director for 300-person aircraft maintenance organization rebuilding jet engines and aircraft armaments at depot repair level.

Handled all personnel issues including hiring and disciplinary issues while in Acting Director and Deputy Director position.

Briefed Wing Commander (Major General level) on a weekly basis concerning squadron production status and maintenance issues

Coordinated closely with parts depot to ensure steady flow of parts for various engine and weapons systems re-builds were supplied so production could meet required output levels.

Developed and facilitated daily squadron leadership meetings with each section, consolidated all production data, and reported production status and issues on a daily basis to leadership.

Responded to all escalated issues from lower level production sections and from higher levels. Reported status daily to Senior management until a resolution was reached.

Personally visited each production shop in 1 million square feet maintenance facilities to visually review production techniques and issues and discuss concerns with shop personnel.

Received Air Force Civilian Achievement medal for 2011-2012 FY for work on daily status reporting system providing real time production reporting from Squadron to Group level.

Worked closely (daily) with Defense Logistics Agency (DLA) tracking spare parts needed by my maintenance organization to resolve parts inventory issues, and improve communications processes between Air Force and DLA

Managed military and contractor work force in Top Secret environment supporting classified data on server and workstation IT equipment which data was utilized by various Military Intelligence agencies who were monitoring data for Europe, Southwest Asia, and Africa.

Received Exemplary Civilian Service Award in 2012-2013 recognizing outstanding leadership.

Operations Manager GS2210/12 Dec 2008 – Dec 2010

Global Command and Control Systems (GCCS) - Ramstein Air Base Germany

Salary: $92,000 yearly Supervisor: Stacy Rathje 40+ hrs/wk

Operations manager in a Top Secret IT environment which included a server farm consisting of 46 high capacity servers, a customer support Help Desk supporting 400 end users in the Intelligence community across Europe and Southwest Asia, and 30 combined military and civilian personnel performing Server administration and Help Desk functions.

Responsible for software upgrade scheduling and completion to all servers and end user computer systems throughout Europe. Assigned support personnel to conduct on-site visits as necessary to perform upgrades or support within the required timeframes.

Coordinated with CONUS GCCS Program office to complete technology refresh to all end user systems and over 80% of server systems during my tenure. Tech refresh had not been consistently performed prior to my arrival.

Reorganized entire office by area of responsibility and reduce outdated and unserviceable server and hard drive inventory by 100% while following strict Air Force electronics disposal guidelines for classified electronics inventory.

Established a detailed asset management process and inventory database of all GCCS systems by type, location, and serial number.

Lead GCCS organization at Ramstein Air Base in supporting NATO annual exercises. My unit provided classified intelligence information on 7 X 24 basis to participants in the NATO exercises with a level of 100% availability during all exercises.

Managed Security agent who ensured all DoD regulations and cyber requirements applicable to our group were implemented and adhered to.

Maintained the secure integrity of the DoD SIPRnet within our offices which provided secure connectivity within the GCCS local office and throughout the end user community we provided information to and collected classified information from.

Ensured the integrity of data security within the local GCCS and remote environment by implementing and maintaining DoD mandated Infosec processes and procedures.

Kept abreast of changes in Cyber policy and coordinated closely with GCCS Program Office to understand potential security threats and initiated preventive measures.

Logistics Manager/Supervisor GS346/13 Nov 2006 – Dec 2008

Information Technology Acquisition Program - Hill Air Force Base, UT

Salary: $87,000 yearly Supervisor: Regan Tingey 40+ hrs/wk

Responsible for oversight, budget management, and project scheduling of more than $100 million in Other Station (acquisition) Funds (OSF) provided by various Air Force organizations around the world to procure and install telecommunications systems.

Consulted with customers at sites to develop and analyze communication systems requirements for voice and network services. Developed detailed technical requirements for review and discussion with customer to ensure end system met their communications needs. Developed technical requirements documents for soliciting contractor proposals based on customer needs.

Developed fiscal year spend plan for OSF and provided weekly status of funds obligations to Directors, Commanders, and customers during conferences and meetings.

Directed, developed and performed logistics management operations that involve planning, coordinating, or evaluating the logistical actions required to support the Air Force Communications Agencies Telecommunications Program Office.

Perform periodic independent Information Technology systems evaluations and develop recommendations for system improvements based on a thorough and comprehensive study and analysis. Schedule and monitor applicable funding adherence to the Federal Acquisition Register (FAR) for ongoing contract alignments and ensure Program Office projects met regulatory and customer requirements.

Monitor Program Office and contractor compliance with milestone and system performance criteria based upon contractual requirements. Collaborate and plan with other managers and appropriate personnel to coordinate and/or integrate operations and interests of partnering or affected organizations.

Responsible for planning, managing and coordinating the total cradle-to-grave life cycle logistics support for Information Technology systems acquisition by integrating separate functions of supply, maintenance, procurement and quality assurance into logistics activities required to fielding IT Systems for U S Air Force.

Gather facts and develop conclusions relative to technical (IT) matters having a significant impact on solutions to problems requiring command attention because of the criticality of involvement with high-level policy. Exercise technical leadership to obtain agreement on required actions, schedules and the resolution of conflicting points of view concerning program or policy matters.

Assist in the development of IT and communications projects scope documents which were ultimately issued as Requests for Proposals/Statements of Work (RFP/SOW) to contracting organizations. Participated in the review and evaluation of Contract proposals in response to Program Office RFP/SOW and acted as Contracting Officer Technical Representative during proposal evaluation period and during the construction projects.

Telecommunications Acquisition Program Manager GS391/12-13 May 2003-Nov 2006

Hill Air Force Base, UT

Salary: $70,000 yearly Supervisor: Regan Tingey 40+ hrs/wk

Developed technical requirements on voice and data systems for Contract Officers to post Request for Proposal (RFQ) documents soliciting contractor's bids to install or maintain Air Force Information Technology communications systems.

Lead panel reviews of contractor proposals as they responded to RFQs issued by the Program Office. Wrote panel recommendations for contract award to the Contracting Officer regarding the preferred vendor.

Program manager for expenditure of customer's 'other station funds' they released to me or my team members to develop and award IT systems installation contracts.

Provided on-site project management of telecommunications systems installations at various Air Force sites around the US and Europe to insure proper contracting requirements are met and installation is completed to the customer's satisfaction.

Supervisor and Program Team Lead for 13 IT Program Managers in the US Air Force Acquisition Program Office contracting with Defense contractors to install and maintain telecommunications systems around the world.

Coordinated directly with Acquisition organization contracting officers, and customers to ensure progress was made on defense contractor proposals and awarded telecommunications contracts.

Consulted with Program Directors, Acquisition Directorate, and Finance Directorate on planning and execution of project acquisitions processed through my organization

Interacted frequently with Defense contractors negotiating project requirements, identifying funding streams, providing contract issue resolution, and project schedule adjustments.

Supervised a team of 30 Project Managers with direct customer interfacing responsibilities. Frequently called upon to engage with customers for problem resolution, budgetary negotiations, acquisition group negotiations, and provide decision making to complex issues to advance telecommunications projects.

Private Sector Experience

Technical Manager 1984 -2003

U S WEST Communications - Arizona, Colorado, and Utah

Worked as telecommunications installation and service technician on both wireline and wireless technologies. Frequently promoted to higher levels of responsibilities in Project Management and Personnel Management.

Built and managed UNIX-based network Firewall platform for US WEST corporation and effectively prevented hacking attempts and cyber attacks from gaining access to the corporate network.

Performed sales engineering service and support on both voice and data systems and frequently interacted directly with customers to gain a clear understanding of their requirements.

Promoted to Account manager which entailed consulting with customers to determine their IT communications needs and developing cost proposals for their review. Adept at partnering with customers or other U S WEST organizations to fully meet customer needs.

Promoted to Operations Manager and managed various technical and administrative support groups providing customer service in a variety of positions including sales support responsibilities, customer’s requests for quote (RFQ) for communications systems and services.

Moved to the U S WEST Corporate laboratory environment and managed the telecommunications equipment laboratory where we researched and tested leading-edge telecommunications platforms and explored the potential of those tested systems to release to the public marketplace and increase corporate revenue streams.

Performed technical engineering and advisory duties for the International Business arm of the corporation and traveled extensively in 3d world countries examining current communications technologies in use and designing cost effective, profitable replacement strategies when possible. Prepared detailed study of telecommunications network improvement strategy for the Overseas Private Investment Corporation (OPIC) for the Lithuania backbone switching network.

Notable Awards and Medals

Regional Forester’s Award for Excellence in Customer Service 2014

Exemplary Civilian Service Award 2012 – 2013

Air Force Civilian Achievement Medal 2011 – 2012

Civilian of the Year- Global Command and Control Systems (USAF) 2009

Certifications

Security Plus 2012

Contracting Officer Representative (telecom) 2007

Contracting Officer Technical Representative (telcom) 2008

Education

Masters of Arts Degree in Information Systems Management 2004

Webster University

Air Force Air War College 2004

Distinguished Graduate

Bachelor of Arts Degree in Mass Communications 1981

University of Utah

References:

Mr. Lecester Campbell, GS-14: current Supervisor, US Forest Service, 360-***-****

Ms. Cindy Tannenbaum, GS-13, IT Supervisor, US Forest Service, 707-***-****

Ms June Biancalana, GS-14: former Supervisor, Dept of Defense, USAF, 801-***-****

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