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Technical Support Customer Service

Location:
Cary, NC
Posted:
September 07, 2023

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Resume:

Dong Choi

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

Morrisville, North Carolina 27560

adzjck@r.postjobfree.com

Cell: 919-***-****

Career Summary:

Creative and dynamic professional with extensive and versatile experience and knowledge in the areas of requirements determination, supply management, property accountability, inventory management, supply control, equipment management, equipment authorization, utilization, maintenance, replacement, disposition of goods, shipping and receiving specialist, RF Engineer and holding an active secret clearance. Currently in passion of US Passport with working visa to Qatar and Afghanistan. Worked in the following countries in the Middle East: Afghanistan, Iraq, Kuwait, Qatar, Bahrain, and UAE

Professional Experience:

MC Dean

12/20 to present

Performed installations of electronic control systems which may include door access control, CCTV, intrusion detection, low voltage communication and fire alarm systems including cable management, electronic locks, point sensors, signaling devices and associated hardware. As an Install Tech II, worked independently or as a member of a team.

Run electrical wiring in a crawl spaces; related activities to include drilling, trenching, and aerial runs, responsible for the connection of control panels, application requirements, wire concealment and security software installation. Complete all wiring, connections, and equipment installations ensuring that systems are complete and operational according to contract requirements. Troubleshoot new system installations to ensure that they are functioning properly and that they meet local, county, state, and/or federal codes and any licensing and/or insurance requirements. Manage and supervise 1-2 Tech I’s on a job as assigned by Ops Manager

OSHA Safety Certificate

CACI

Technical Maintenance Technician/Material Expediter

Fayetteville, NC 10/17 to 9/2019

Provide LCSM support to the SOFTAC family of systems. Provide technical support to Tier III repairs to the systems that are beyond the technical expertise of the organizational level. Responsible for maintenance, system quality control inspections, technical documentation, system Information Assurance (IA) compliance to include all approved application and fabrication. Open and update work orders via COLTs for all equipment requiring maintenance or service. Provide complete system refurbishment and testing on systems as requested. Conduct bench testing of all components and apply appropriate equipment tag (DD1577-2, DD1574, etc.). Coordinate for the shipment of replacement equipment to users in the field. Assist in research and development efforts as requested. Coordinate for the RMA of equipment failing bench test. Assist, when need with our Production/Integration department. Provide Life Cycle Sustainment and Maintenance support 24 hours a day, 7 days a week, 365 days a year for all Satellite Deployable Node Family of Systems, via telephone, email and/or on-site support to maintain 24/7 deployable status. Provide technical support to all personnel, equipment, and material under the Satellite Deployable Node Family of Systems program. Provide Life Cycle Sustainment and Maintenance support which includes, but is not limited to, Tier III repairs to systems that are beyond the technical expertise of the organization’s level. Provide installation, operation and maintenance training and troubleshooting to personnel. Generate and maintain work organized and shipping / return of OCONUS and CONUS equipment requiring maintenance. Conduct bench testing of all components and apply appropriate equipment maintenance to identify system status before shipment and storage. Assist in research and development efforts, as requested, and modification of new and existing systems. Act as primary technician for satellite deployable nodes. Provide weekly, and as needed, deliverables depicting support provided to our customers. In addition, the candidate should have knowledge in HAIPE encryption devices, BGAN and INMARSAT networks, and LAN/ WAN. Responsible for participating in promoting, improving, maintaining and supporting all telecommunications services and/or systems. Assists in the designs of networks or portions of networks that include selection of hardware and software packages. Assists in voice network reconfiguration and billing reconciliations. Helps to ensure that all software including network control programs satisfy the communications needs covering both the hardware and software installed. Develops or assists in the development of standards for carrier service and equipment. Prepares or ensures that appropriate telecommunication documentation exists, including operational instructions. Serves as a liaison to users, departments, and vendors by providing the assistance on all aspects of telecommunications services and systems used throughout the organization. Assists in all service / system upgrades while being a team player involving telecommunications and networking projects. Performs or assists in the analysis in determining business process improvements utilizing the telecommunication systems. Provides hands-on assistance involving troubleshooting and diagnostic support for all related systems, equipment failures or service issues. May research available and emerging voice, data and video communication technologies to recommend future implementations. Works closely with network administrators on communication and connectivity projects and maintenance. Uses knowledge of current systems to promote beneficial capabilities and leverage use of the system's features. Installs and tests communication equipment

Aerotek

Installation Technician II/Logistic Analyst, Cary, NC 9/17 to 10/17

Performed installations of electronic control systems which may include door access control, CCTV, intrusion detection, low voltage communication and fire alarm systems including cable management, electronic locks, point sensors, signaling devices and associated hardware. As an Install Tech II, worked independently or as a member of a team.

Run electrical wiring in a crawl spaces; related activities to include drilling, trenching, and aerial runs, responsible for the connection of control panels, application requirements, wire concealment and security software installation. Complete all wiring, connections, and equipment installations ensuring that systems are complete and operational according to contract requirements. Troubleshoot new system installations to ensure that they are functioning properly and that they meet local, county, state, and/or federal codes and any licensing and/or insurance requirements. Manage and supervise 1-2 Tech I’s on a job as assigned by Ops Manager

ESP LLC

Logistics Support Fielder, Eatontown NJ 8/14 to 7/17

Team member that handles installation, removal, or rearrangement of various types of electrical, electronic and/or mechanical equipment and related devices. Responsible for testing, maintaining and repairing equipment at the customer/company site using various test equipment for Army’s PM Warfighter Information Network - Tactical (PM WIN-T)

Controlled the efficient flow of goods, services, and information between points of origin through customer placement to meet customer requirements. Ensures that customer service and time objectives are achieved within existing financial constraints to meet marketing and financial objectives. Ensures the execution and continuous improvement of standard logistics processes, such as the replenishment system, data interchange systems, demand management, electronic data systems administration and related functions. Builds relationships with strategic customers through logistics initiatives. Integrates learning from customers, competitors, operating entities, distribution, transportation, customer service, other industries, industry groups, and professional training to continuously improve competitive position.

Responsible for daily operations of a team - direct supervision of the staff, assignment of work, schedules day to day workflow, and operating costs. Responsibilities include cost, schedule, and technical performance of a specific unit or work package on a large system development-type contract or broad responsibility for all aspects of program performance on a delivery order or small technical services-type contract.

Oversee stock maintenance at or within prescribed levels and establish or adjust stock levels and reorder points using standard formulate and prescribed procedures

Conduct physical inventories and adjust and/or maintain inventory, stock, plant, or property account records

Receive and screen lists or other documents specifying supplies or materials needed for planned programs or work operations, and collate and assemble lists of equipment and parts needed for acquisition plans

Initiate, prepare, edit, and process requisitions to stock, commodity control, or other appropriate supply organizations

Search catalogs, records, or other data sources to obtain or correct stock numbers or to find authorized substitutes for stock items

Contact customers, supply organizations, transportation units, and others to obtain material status information, follow up on urgently required items, and/or expedite delivery of material to work sites

Process documentation for stock item receipts, maintain such items in a supply room or similar storage area, issue material to shop or work center personnel, keep local stock records, reorder when stocks are low or at a specified reorder point, prepare standard reports such as variances between actual and estimated costs, and perform related stock receipt, storage, control, and issue functions for expendable and non-expendable items for a local organization

Identify requirements and requisition, issue, or distribute office and administrative supplies, forms, publications, or other printed materials

Maintain an accurate accounting and reporting system for non-expendable property and perform standardized property management control processes

Operate computer terminals or personal computers to perform records search, data input, and data corrections

Provides management, customers, and subcontractors with basic logistics technology and information that ensures effective and economical support for products, service, equipment and systems.

Determines support requirements including facilities, personnel, safety, supply, transportation, maintenance, and services.

Directs and coordinates program activities designed to ensure effective and efficient economic support.

Analyzes and evaluates design concepts to determine if concepts satisfy support requirements.

Anticipates logistics problems related to operational area and environmental and human factors.

Determines contingency requirements and solutions.

May design and conduct research or technical studies to support logistic functions.

Provides creative leadership from knowledge of industry best practices and most current developments in logistics.

Determines logistic support sequences and time phasing, problems arising from location of operational area, and other factors, such as environmental and human factors affecting personnel.

Participates in planning and policy development issues.

Provides regular reporting to senior management on logistics issues.

Participates in the creation of procedures and communication material that document logistic practices.

Provides advice and guidance to less experienced staff

Maintained/Inventoried/Issued over $1 billion worth PM WIN T equipment

MTC Technologies/NCI Inc. Haymarket, VA 7/07 to 01/13

Logistics Analyst 2

Assist project leaders in preparing supportability plans and materiel fielding plans for individual Soldier products to include clothing and individual equipment. Certified CIF ISM Clerk, Forklift Driver, NET (New Equipment Trainer) on Improved Outer Tactical Vest (IOTV) and Soldier Plate Carrier System (SPCS), Maintain/Inventoried/Issued over 100,000 X SPI/ X SBI for 2 Fixed Sites, Shipping/Receiving Specialist, and Rapid Fielding Intuitive (RFI) Travel Team Lead, Authorizes and or rejects shipments and resolves discrepancies. Delegates work assignments. Maintains work area and serves as contact for suppliers, vendors, and subcontractors. Participates in planning personnel safety activities; Establishes operational procedures for verification of incoming and outgoing shipments, handling and disposition of merchandise, and keeping of warehouse inventory; Assures that materials, parts and assemblies are stored in an efficient manner and that shipments are prepared in accordance with company specifications; Assists in the design and management of logistic reporting systems to meet company requirements; Coordinates activities of distribution warehouse with activities of sales, record control, and purchasing departments to ensure availability of merchandise; Provides regular reporting to senior management on logistics and inventory issues; Oversee creation of procedures and communication material that document logistic practices.

Able to research and interpret appropriate regulations, laws, policies, etc. to implement project supportability and logistics requirements.

Plan, coordinate, execute and monitor logistics and supportability actions related to test support planning, milestone decision reviews, type classification and materiel release decisions. Experienced in Army materiel management and logistics support; this includes developing documentation and planning/executing the fielding and conducting New Equipment Training (NET) in support of PM SPIE and Equipment. Ability to administer and manage the planning, budgeting, and coordination of technical NET teams worldwide

Assist project leader in early life cycle planning, requirements document preparation and updates, test support package preparation, training development, provisioning and sparing planning, technical documentation preparation, and safety engineering oversight; Conducts complex training courses, both on-site and off-site for the company’s applications and systems to include lectures and hands-on sessions;

Works with applicable business unit/area to establish specifications of course, prerequisite skills and knowledge for trainees; Ensures that training courses address all levels of employee and capable of presenting complex training programs for a variety of customers/employees; Designs and develops complex technical training programs and curricula for employees on various software and/or hardware applications and systems. Oversees and reviews the development of training programs and curriculum by less experienced trainers; Researches and writes technical and user manuals to support training; Works with engineering, technical support, and/or applicable area to ensure that material is accurate and reflects current product features; Gathers, reviews and analyzes course evaluations to determine effectiveness of training sessions; Prepares recommendations and reports to senior level personnel and/or management.

Implements approved revisions to course materials as necessary to improve training effectiveness; Makes recommendations to management as appropriate; Remains informed of and maintains proficiency with applicable company products.

Works with senior level personnel and business units/technical areas to conduct needs assessments to ensure training needs are met; Prepares and participates in operational test, training material validation, and provides effective individual and collective new equipment training in accordance with established programs of instruction; Provides installation of designated software on designated automation equipment within the classroom environment; Reviews and updates classroom training materials such as student handouts, lesson plans, overhead slides, and practical exercises, as required due to new software, hardware or tasks from the client; Provides normal (allowable) infrastructure maintenance of all classroom equipment; Reports student attendance at training in accordance with client/company requirements; Mentors less experienced trainers.

Review and recommend changes to pending vendor contracts to include statements of work (SOW), contract data requirements lines (CDRLs), and contract line item numbers (CLINs) for logistics and supportability related requirements in support of project objectives. Receives, inspects and stores supplies and equipment.

Prepares receiving reports acknowledging receipt of goods for payment and Reports of Discrepancy as required. Coordinates with the government for any discrepancies for corrective actions and makes recommendations on appropriate corrective actions.

Manages the shelf life of stocks in storage, ensuring the First-In First-Out (FIFO) rule is followed, unless stocks received later will expire prior to anticipate usage.

Knowledgeable in warehouse procedures, to include use of location layouts, locator systems arid warehouse planning.

Exercises appropriate knowledge and skills placing items in storage using applicable DoD guidelines for storage activities.

Conducts monthly warehouse locations surveys to ensure accurate storage locations are maintained.

Conducts monthly 10% inventory of stocks in storage, verifying stock number, quantity, and condition of stocks.

Assists in developing catalog records for newly received supplies and equipment.

Issues using appropriate documentation supplies and equipment to authorized customers.

Performs monthly inventories of sensitive and pilfer able supplies and equipment in storage to include.

Prepares for shipment supplies and equipment, to include preparation of appropriate paperwork and accounting documents as required.

Proficient in Material Safety Data Sheets on supplies and equipment in storage, fire safety in warehouse operations, and safety standards for warehouse operations. Operated assigned MHE as required.

Prepares appropriate documentation to account for items lost, damaged, or destroyed while in their custody.

Maintains common use supplies for issue as bench stock to authorized customers e.g., self-service type items. Coordinate and expedite the flow of material, parts, and assemblies. Establishes and communicates completion dates for deliverables. Verifies accuracy of incoming and outgoing shipments and rates; Maintains related records, Stamps identifying information and shipping instructions on containers. Contacts vendors by mail, phone, or visit, to requisition materials and verify or ensure shipment of goods on promised dates. Arrange for distribution of materials upon arrival. Inspect products for quality and quantity to ensure adherence to specifications. Works to meet schedules and support requirements to meet customer satisfaction. Duties performed may include support to on-site activities for Operations and Maintenance.

Conducts complex training courses, both on-site and off-site for the company’s applications and systems to include lectures and hands-on sessions.

Works with applicable business unit/area to establish specifications of course, prerequisite skills and knowledge for trainees.

Ensures that training courses address all levels of employee and capable of presenting complex training programs for a variety of customers/employees.

Designs and develops complex technical training programs and curricula for employees on various software and/or hardware applications and systems. Oversees and reviews the development of training programs and curriculum by less experienced trainers.

Researches and writes technical and user manuals to support training.

Works with engineering, technical support, and/or applicable area to ensure that material is accurate and reflects current product features.

Gathers, reviews, and analyzes course evaluations to determine effectiveness of training sessions.

Prepares recommendations and reports to senior level personnel and/or management.

Implements approved revisions to course materials as necessary to improve training effectiveness.

Makes recommendations to management as appropriate.

Remains informed of and maintains proficiency with applicable company products.

Works with senior level personnel and business units/technical areas to conduct needs assessments to ensure training needs are met.

Prepares and participates in operational test, training material validation, and provides effective individual and collective new equipment training in accordance with established programs of instruction.

Provides installation of designated software on designated automation equipment within the classroom environment.

Reviews and updates classroom training materials such as student handouts, lesson plans, overhead slides, and practical exercises, as required due to new software, hardware or tasks from the client.

Provides normal (allowable) infrastructure maintenance of all classroom equipment.

Reports student attendance at training in accordance with client/company requirements.

Mentors less experienced trainers

Normal demands associated with an office environment. Ability to work on computer for long periods, and communicate with individuals by telephone, email and face to face. Some travel may be required. May spend a lot of time standing due to classroom conditions.

Current DoD Secret security clearance.

Knowledgeable and experienced in US operation centers in Operation Enduring Freedom (OEF) and/or Operation Iraqi Freedom (OIF).

DynCorp International Melbourne, FL 1/06 to 6/07

System Analyst/Logistics Analyst

Responsible for all engineering, planning, commissioning, materials, and all other technical services essential to support the engineering and installation activities at the client site. - Participates in day-to-day activities related to the operation, maintenance, and repair of the clients/company’s suite of products.

Serves as the first escalation contact for customer support issues

Ensures that the details included in the installation procedures are fully understood and properly applied by on-site staff and that all project preparation is in order.

Reviews project planning with a view to improve on the completion date, if possible, during implementation.

Collaborates with customer and colleagues, and other resources to gain a better understanding of the issue(s) to be resolved.

Completes advanced installations and perform system test procedures.

Troubleshoots and resolves issues that cannot be solved remotely.

Prepares for on-site installations by reviewing site requirements. Obtains software and reviews relevant documentation prior to visiting customer sites.

Stages the installation and upgrades in a lab environment prior to the site visit when necessary

Performs implementation of software and hardware solutions, integrating with the customer's network and equipment.

Troubleshoots and resolves advanced technical issues as they occur.

Provides system administration training to technical users as needed.

Logistics Experience:

Provides support to the logistics function preparing logistics documentation to establish the range and depth of spares, tools, test equipment and related manuals to be deployed and stocked.

Determines maintenance and repair materials required for deployment.

Modifies maintenance records such as repair standards for more complex equipment or components.

Develops requisitions for and manages records of equipment, components, repair parts and related manuals; tracks logistics materials and parts for proper allocation of storage facilities; reviews configuration changes to evaluate impact on logistics deployment; documents equipment, component and parts conditions; and identifies logistic support documentation to be included such as drawings, technical manuals, and maintenance requirement cards to support life-cycle of product.

Precisely plan, implement and manage/track efficient flow of aircraft parts, support equipment and services from point of origin to point of consumption to meet 100% of customer requirements

While deployed to overseas location, effectively communicate with AIC's Procurement Manager on status & issues which may affect any element of aircraft contract logistics support (CLS) operations and/or ability to meet any customer requirements

Conduct material requirements planning to develop & maintain aircraft spares inventory levels in support of deployed aircraft missions schedule (What equipment spares are required? How many are required? When are they required?)

Manage parts/spares inventory through OEM parts supply system. Ability to properly document times/cycles data, material return authorizations, work export import requirements.

Manage parts/spares inventory to enable CLS performance of Tier 2 maintenance (in depth maintenance, repairs etc.) & Tier 3 maintenance (modifications & depot level or major maintenance) at operational OCONUS site(s)

Manage parts/spares inventory to enable CLS execution of progressive maintenance & inspections on aircraft at remote OCONUS locations to minimize aircraft downtime for longer term maintenance requirements

Coordinate with CLS to manage aircraft & mission system spares & bench stock/consumables onsite with established inventory control procedures & ordering procedures

Honeywell TSI. Columbia, MD 2/2004 to 5/2005

Security Systems Experience: Assist in the collection and analysis of equipment maintenance, repair, and failure data; perform logistics analyses on interrelated issues for logistics policies and procedures to be implemented and logistics support requirements on new initiatives. Recommend appropriate corrective action to ensure improvements are effectively defined, implemented, and measured. Participate in working groups, committees, and implementation of logistics policy and procedures; consult and coordinate with organizational components and other entities on non-routine procedural problems to ensure consistent processing. Stay current on all policies, guidance, and procedures affecting logistics practices. Responsible for supporting the siting, systems design, installation, and training on a wide range of tactical and permanent systems supporting ground-based security sensors and systems. Included are systems such as: • Access control • CCTV • Infrared sensors • Fiber optic cable and fiber optic lines of detection • Ground-based radars • Thermal imaging systems • Solar, wind and fossil fueled generators • RF Links and Communications, including Microwave • The Tactical Automated Security System (TASS) suite of sensors • Command Control and Display Equipment (CCDE) including the TASS Annunciators. Support the installation, inspection, adjustments, reconfiguration, and introduction of new or advanced technology, update, testing, and the related technical support for these systems by providing on-site technical assistance

Honors / Awards: 2 Naval Reserves Good Conduit, National Defense Ribbon, Navy Unit Commendation, Sea Service Deployment Ribbon, Southwest Asia Medal with Bronze Star, Kuwait Liberation Ribbon, Kuwait Freedom Ribbon, Combat Action Ribbon, Navy Active Duty Good Conduit and Combat Action Ribbon/Medal.

Education

Howard Community College Columbia, MD

Hammond High School HS Diploma Received 1985 - 1988

A & M Consolidated HS College Station, TX 1984 - 1985

Reference: Available Upon Request



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