Customer Service Management Analyst

Professional Qualifications

With over ** years of dedicated experience in customer service, I possess an extensive expertise in user training and support. My leadership and management skills have been instrumental in fostering strong teamwork ethics within diverse environments. Having attended numerous train the trainer classes, I excel in delivering effective training sessions. Additionally, I have a proven track record in data analysis, monitoring, and providing comprehensive daily operation reports to management.

My background in accounting and account reconcilements further strengthens my capabilities, while my extensive knowledge of logistics ensures efficient equipment and supplies procurement and accountability. I am well-versed in handling payroll and time sheets for personnel, ensuring accuracy and adherence to guidelines.

Organizing and prioritizing tasks are among my core strengths, allowing me to consistently meet timelines while maintaining top-notch quality assurance and quality control across all aspects of my work. With a passion for excellence, I strive to achieve optimal results in every endeavor.

Skills

Proficiency in Microsoft Office (Excel, Word. Etc.)

Fluent Computer/Technical Literacy

Strong Organizational Skills

Skilled at Time Management

Devoted to Safety Practices

Leadership/Management Proficiency

Demonstrated Flexibility/Adaptability

Exceptional Customer Service

Effective Prioritizing Skills

Skilled Interpersonal Abilities

Experienced HR Abilities (Hiring, Onboarding, Background Checks)

Effective Communication Skills

Competence in Logistics Skills (InforEAM and Access)

Focused on Teamwork

Employment: Date 3/2022-09/2023 Company: PERATON Don Adams 757-***-****

Job Title: Configuration Management Analyst II Program: TARS (Tethered Aerostat Radar System)

Responsibilities and Achievements: As a Configuration Management Analyst II on the TARS program, I have been involved in various tasks related to documentation, equipment management, and program support. Here is an overview of my key responsibilities and accomplishments:

1.Document Review: My primary responsibility involves reviewing all documentation, drawings, and photos related to the Aerostats and associated equipment. This ensures that accurate and up-to-date information is maintained for the program.

2.Equipment Audit: In 2022, I traveled to Deming and Ft Huachuca to assist with the audit of equipment at each site. This activity involved verifying the physical existence and condition of equipment and comparing it against the documented inventory.

3.Site Interactions: During my site visits, I had the opportunity to speak with personnel at Deming and Ft Huachuca. These interactions allowed me to gain additional insights and understanding of the Operations and equipment used in the TARS program.

4.Support for Equipment Additions: I was involved in the implementation of ADS-B (Automatic Dependent Surveillance-Broadcast) and MX 20 equipment additions. This involved attending meetings, conducting research on equipment manuals, and documenting relevant information about the new equipment.

5.Documentation and Training Support: My contribution to the program extended to assisting personnel in creating, updating, and reviewing Aerostat drawings, training materials, PMI's (Preventive Maintenance Inspections), and CDRL's (Contract Deliverables Requirement Lists) associated with the program.

6.Continuous Learning: To better assist the TARS personnel, I have been actively working on increasing my knowledge and understanding of the systems. My role as a Configuration Management Analyst II is crucial in maintaining accurate records, ensuring compliance with standards, and supporting the overall success of the TARS program. My willingness to learn and adapt to the program's evolving needs contributes to the program's efficiency and effectiveness.

Employment: Date 11/2020-02/2022 Company: PERATON Don Adams 757-***-****

Job Title: Configuration Management Analyst Program: TAS (Tactical Aerostat System)

Responsibilities and Achievements: During my time as a Configuration Management Analyst for the TAS program, I was actively involved in various tasks related to documentation, equipment management, safety reviews, and fostering a collaborative team environment. Here is an overview of my key responsibilities and accomplishments:

1.Documentation Review: My primary responsibility was to review all documentation and equipment manuals associated with the TAS system and its operations. This ensured that accurate and up-to-date information was available to support the program effectively.

2.Site Visits: In order to gain a better understanding of the TAS equipment and day-to-day operations, I traveled to all TAS sites. These site visits allowed me to observe the equipment in action and understand the practical aspects of the system's implementation.

3.Knowledge Enhancement: During my site visits, I not only reviewed the documentation but also examined documented photos of equipment on SharePoint. This approach helped me enhance my knowledge of the TAS systems and their components.

4.CMP Deliverable: As part of my role, I completed the required documentation for the CMP (Configuration Management Plan) Deliverable. This is a crucial aspect of maintaining a well-organized and properly documented configuration management process.

5.Support for TAS Deliverables: I assisted personnel with other TAS deliverables, including SOPs (Standard Operating Procedures) and other documents. My contribution helped the documentation process and ensured that all necessary materials were completed accurately and on time.

6.Systems Health and Safety Review: I actively participated in the Systems Health and Safety review at the TAS sites. This involvement demonstrates my commitment to maintaining the safety and integrity of the program.

7.Team Collaboration: I established and maintained a close working relationship with other TAS personnel. This collaborative approach aimed to increase my knowledge of the systems while fostering a strong team environment.

Employment Overview: 01/2020 – 10/2020 Company: SAWTST Joe Bonilla 254-***-**** Job Title: Site Lead Data Collections IMSHORAD/Patriot Missile Test

Responsibilities and Achievements:

As the Site Lead for Data Collection in the IMSHORAD/Patriot Missile Test program, my role involved overseeing data collection operations, coordinating with military leadership, and ensuring the smooth functioning of testing events. Here is an overview of my key responsibilities and accomplishments:

1.Data Collection Management: As the Site Lead, I was responsible for managing the Data Collection Team, which involved transporting team members to various testing sites. Additionally, I conducted thorough reviews of all data collected by personnel during their 12-hour shifts, ensuring accuracy and completeness of the recorded information.

2.Hour Verification and Approval: I verified and approved the hours worked by the Data Collection Team, ensuring proper documentation and compliance with work schedules.

3.Night Shift Data Review: In my role, I was also responsible for reviewing the data collected during the night shift, keeping records of any changes or deviations related to the equipment being tested. This thorough review process was crucial for maintaining the integrity of the testing data.

4.Vehicle and Supply Management: As the Site Lead, I took charge of maintaining the vehicles used for transportation to the testing sites. Moreover, I ensured that the Data Collection Team had all the necessary documents and consumables required to complete their tasks effectively.

5.Coordination with Military Leadership: I worked closely with military leadership to review the daily schedule of testing events for various sites. This collaboration allowed me to provide essential information to site Data Collectors, ensuring that all personnel were adequately prepared for the day's testing events.

6.Collaboration with Contract Personnel: My role required close collaboration with other contract personnel involved in the testing program. This collaborative effort ensured that all equipment and data were recorded accurately, maintaining the quality and reliability of the testing process.

7.Personnel Out-Processing: After a successful test event, I assisted with out-processing personnel, verifying the return of all equipment and documents. This thorough process ensured that all items were accounted for and properly recorded.

Job Overview: 06/2017 – 08/2019 Company: Jacobs/TRIDEUM /EPG Alex Zubiate 915-***-****

Job Title: Logistics Lead/Field Engineer IV

As the Logistics Lead / Field Engineer IV with Jacobs/TRIDEUM/EPG, I held a multifaceted role with responsibilities spanning logistics, configuration management, system design, equipment installation, and personnel management. Here is an overview of my key responsibilities and achievements during this period:

1.Equipment Knowledge and Logistics: I demonstrated extensive knowledge of the equipment used in all NIE (Network Integration Evaluation) testing events. My responsibilities included handling logistics, purchasing, inventory management, and tracking of accounts to maintain government-approved budget allocations.

2.Equipment Tracking and Mission Readiness: I played a critical role in the equipment tracking lifecycle for various hardware, including PC, Server, and Small Form Factor PC devices like Golden Eye, Stealth, and Raspberry Pi. My focus was on ensuring that the equipment remained mission-capable at all times.

3.Configuration Management: I was involved in hardware and software configuration management, ensuring that all systems were appropriately configured and controlled throughout their lifecycle.

4.Small Form Factor (SFF) Data Collection: I specialized in the configuration and control of Small Form Factor data collection, a crucial aspect of the testing and evaluation process.

5.Collaboration and Representation: I actively participated in configuration management meetings, representing the EPG Fort Bliss Field office while collaborating with other field offices.

6.System Design and Documentation: My role involved drafting system design proposals, estimating costs, and creating schedule time frames. Additionally, I prepared Build of Materials (BOMs) for various system-of-system designs related to instrumentation, research & development studies for system monitoring, data collection, and data analysis.

7.Test Event Documentation: I maintained comprehensive documentation for all test events within a digital database, including test bench setups, verification & validation procedures, and Test & Evaluation events.

8.Equipment Installation and Troubleshooting: I gained experience in installing and de-installing equipment on NIE platforms, and I was proficient in troubleshooting electronic, computing, and network equipment.

9.Collaboration with Engineering Teams: I worked alongside Electrical Engineers, Computer Scientists, and Data Analysts, supporting Configuration Management and Quality Assurance tasks.

10.Hosting Meetings: I took charge of hosting weekly periodic meetings on various topics, including Configuration & Management, proposals, and system statuses.

11.Vehicle and Trailer Tracking: I instituted a tracking procedure for Government-owned trailers and vehicles, performing weekly Preventive Maintenance Checks and Services (PMCS) and reporting detailed information to specified personnel.

12.Human Resources Experience: I gained experience in Human Resources by reviewing resumes, conducting interviews/testing, and providing feedback on personnel hiring. Additionally, I assisted with the training of onboarding personnel.

Employment Overview: 07/2013 – 06/2017 Company: MANTECH Richard Duran915-***-**** Job Title: Logistics Lead / Field Engineer IV

During my employment as a Logistics Lead / Field Engineer at MANTECH/EPG, I held a diverse and critical role that involved various responsibilities related to logistics, personnel management, equipment tracking, and testing support. Here is an overview of my key responsibilities and achievements during this period:

1.Personnel Management: As the Logistics Lead, I was called upon to fill various positions and complete assigned tasks by Government personnel. This included interviewing personnel and assisting with their onboarding, which involved guiding them through online training and application processes.

2.Equipment Tracking: I was responsible for managing various aspects of equipment owned by EPG and equipment owned by other government or contracting companies. I utilized tools like Access and other MS Office products to track and record all equipment, including shipments incoming and outgoing.

3.Logistics and Supply Management: In addition to equipment tracking, I also handled logistics related to supplies and parts purchased or transferred. This included coordinating and recording shipments of equipment, supplies, and parts.

4.Testing Support: I played an active role in the pre-testing, installation, and de-installation of equipment used on testing platforms. Additionally, I assisted in end-of-event testing of equipment to ensure proper functionality and performance.

5.TDY Assignments: I was sent on Temporary Duty (TDY) assignments to provide support and training on SUT/SUE (System Under Test / System Under Evaluation) testing. These assignments

involved working in both classified and unclassified settings, and I gained expertise in Operations and Data management roles during these testing operations.

Employment Overview: 09/2012 – 05/2013 Companies: WESTECH / TRAX / MANTECH / EPG

Job Title: Harvest Team / OPS (Operations)

During my employment with WESTECH / TRAX / MANTECH / EPG, I was part of the Harvest Team and worked in Operations. My role involved various tasks related to operating and monitoring systems, documenting communications, and vehicle/instrumentation statuses, and managing logistics. Here is an overview of my key responsibilities and achievements during this period:

1.GE Harvest Team: I underwent training as part of the GE Harvest Team, which included learning about the installation, operation, and harvest procedures for the system.

2.Operations Day Shift: I worked in Operations on the day shift, where my primary responsibility was to monitor all incoming and outgoing radio communications on the base.

3.Daily Reports: I prepared daily reports documenting all radio communications, vehicle and instrumentation statuses, and the instrumentation report for each GE system under test.

4.Documentation and Tracking: I thoroughly documented all incoming and outgoing vehicles and personnel, as well as sensitive items used in the field. Additionally, I operated the FBCB 2 system to track the movement of systems under test, assisting the Harvest teams in locating vehicles.

5.DRA System: I operated the DRA system to copy maps and locations for future test sites, contributing to efficient planning and execution of future operations.

6.Time Sheet Management: I ensured that all personnel signed in and out and completed their time sheets accurately on a daily basis. As part of this process, I submitted copies of the time sheets daily and maintained original copies while keeping digital backups.

7.Logistics: As part of my responsibilities, I handled logistics tasks such as ordering and recording all supplies and tools needed by personnel, ensuring smooth operations during testing activities.

Employment Overview: 05/2011 – 05/2012

Company: Research, Analysis, and Maintenance Inc. (RAM) Job Title: Data Collector

As a Data Collector at Research, Analysis, and Maintenance Inc., I had a multifaceted role that involved collecting data on various military systems and ensuring the accuracy and reliability of the information. Here is an overview of my key responsibilities and achievements during this period:

1.Data Collection and Control: My primary responsibility was to collect data on different military systems, including Network Integration System, GCSS-Army, Rifleman Radio, and Manpack Radio. I ensured that the data collected was accurate and contained all necessary detailed information required to track the systems' reliability and maintainability in various environments.

2.Software Management: As part of my role, I controlled the data on new software installed for personnel records, supply ordering, and supply inventory. This involved managing databases and maintaining data integrity.

3.Verification and Tracking: I verified all information on military systems and tracked users' access to the equipment being used. Additionally, I processed paperwork related to malfunctioning equipment, ensuring that proper and timely repairs were initiated to maintain system functionality.

4.Information Security: I was responsible for maintaining the confidentiality of all collected data and ensuring that no information was discussed or taken outside of the designated work environment. This emphasis on information security is crucial when dealing with sensitive military systems.

Employment Overview: 09/1982 – 05/2004 Company: Federal Reserve Bank Dallas, El Paso Branch

Job Title: Branch Operations Analyst (Check Processing and Adjustments)

During my extensive tenure with the Federal Reserve Bank Dallas, El Paso Branch, I held the position of Branch Operations Analyst with a focus on Check Processing and Adjustments. My role encompassed a wide range of responsibilities related to operational procedures, staff training, and departmental support. Here is an overview of my key responsibilities and accomplishments during this period:

1.Operations Analyst - Check Processing and Adjustments: As an Operations Analyst, I was specifically responsible for overseeing check processing and adjustments, ensuring accurate and efficient operations in this area.

2.Procedure Development and Implementation: I played a key role in creating and implementing department procedures. This ensured standardized processes and optimized efficiency within the check processing and adjustments department.

3.Staff Training: I took charge of training staff members, equipping them with the necessary skills and knowledge to carry out their roles effectively.

4.Operational Procedures for Financial Institutions: Additionally, I developed operational procedures and trained personnel at financial institutions, further extending my expertise to external entities.

5.Request Management: I organized and managed all incoming and outgoing requests received by mail or online. These requests pertained to information or adjustments to accounts, and I ensured they were processed promptly and accurately.

6.Balancing and General Ledger Accounts: I was responsible for performing end-of-day balancing and verifying general ledger accounts for the department, ensuring accuracy in financial records.

7.Reconciliation and Error Correction: I reviewed, located, and corrected internal reconciliation and accounting errors, helping maintain the integrity of financial data.

8.Cross-Training: My willingness to assist various areas within the department through cross-training showed my versatility and dedication to supporting the team's overall objectives.

9.Liaison with Staff and Upper Management: I served as a liaison between staff members and upper management, effectively communicating operational needs and issues to ensure smooth collaboration.

10.Supplies Management: I was in charge of purchasing, verifying, and distributing supplies, ensuring that the department had the necessary resources for day-to-day operations.

Employment Overview: 10/1978 – 07/1981

Company: Martin Funeral Home Job Title: Insurance Administrator

During my employment as an Insurance Administrator at Martin Funeral Home, I played a crucial role in handling various administrative tasks related to insurance, finance, and supply management. Here is an overview of my key responsibilities and achievements during this period:

1.Legal Document Processing: As an Insurance Administrator, I was responsible for processing and filing legal documents. These documents likely included insurance policies, claim forms, and other relevant paperwork.

2.Insurance Claims: I completed insurance claims on behalf of clients and ensured that all necessary information and documentation were included to facilitate timely processing and reimbursements.

3.Accounts Payable and Receivable: My role involved processing accounts payable and receivable transactions. This included managing payments to vendors and suppliers and recording incoming payments from clients.

4.Payroll Processing: I was responsible for processing payroll, ensuring that employees' wages and salaries were accurately calculated and disbursed.

5.Supplies Management: As part of my administrative duties, I ordered and distributed supplies for the staff. This ensured that the funeral home had the necessary resources to carry out its operations efficiently.

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