Project Management Customer Service

Leo Stubbs

202-***-**** ***********@*****.*** Upper Marlboro, MD 20774

SUMMARY

Motivated and detail-oriented professional with over 22 years of customer service expertise, 10 years of leadership and management, and 5 years of hands-on experience in IT systems and project management. Demonstrates a strong track record in configuring hardware, resolving complex technical issues, and managing utility projects. Proven ability to lead cross-functional teams, develop operational procedures, and ensure compliance with regulatory standards. Actively seeking a mid-level IT Support Specialist or Project Management role.

PROFESSIONAL EXPERIENCE

Washington Suburban Sanitary Commission (WSSC) – Project Manager – Meter & Wastewater

Nov 2022 – Present

Support daily project management policies and procedures for water and wastewater operations.

Attend MDE meetings and coordinate with multiple utilities to ensure compliance with consent decrees and EPA regulations.

Train cross-functional departments in flow monitoring, GIS, sewer rehab, and operational improvements.

Read, troubleshoot, and maintain water meters; assist in public affairs and customer inquiries.

Draft and review construction plans and create GIS applications.

Conduct field inspections and monitor environmental structures for compliance.

Prepare written reports and document inspections and compliance schedules.

Lead the LCR (Lead and Copper Rule) program.

Track documentation of FOGs (Fats, Oils, Grease) and assist in preventing sanitary sewer overflows.

Manage contractor activities using MMIS, GIS, charts, and Excel.

Maintain regulatory schedules, documentation, and penalty assessments for non-compliance.

University of Maryland Medical Center / Environmental Center – Service Desk Analyst / Wastewater Analyst

Jun 2022 – Nov 2022

Created standard operating procedures and acted as liaison for the service desk platform.

Provided end-user support for hardware, applications, and PC/server troubleshooting.

Managed ServiceNow tickets, escalated cases, and monitored queues.

Handled wastewater compliance documentation and supported SSES & flow monitoring requirements.

CMIT Solutions – Service Desk Support

Nov 2021 – Jun 2022

Eliminated 95% of installation issues by implementing risk mitigation plans.

Installed VoIP systems, conducted network troubleshooting, and configured devices.

Managed tech refresh deployments and conducted BIOS updates.

Zip Mailing Services, Inc. – Mobility/Desktop Technician

Mar 2020 – Nov 2021

Responded to help desk requests and conducted mobile device lifecycle refreshes.

Used MDM software to configure devices and prepared inventory documentation.

Installed and troubleshot various hardware and software systems.

Zip Mailing Services, Inc. – Support Services Specialist

Jan 2018 – Mar 2020

Supported procurement, property, and contract management services.

Issued justifications and statements of work for vendor purchases.

Served as the Contracting Officer’s Technical Representative (COTR).

WSSC – Wastewater Collection Technician 3/2

Aug 2009 – Nov 2016

Conducted inspections and leak detection to reduce sanitary sewer overflows.

Maintained and repaired water services equipment.

Trained peers, maintained records, and supported customer service needs.

Worked with GIS, MMIS, MS Office Suite, and RUMBA systems.

WSSC – Meter Reader

Apr 2006 – Aug 2009

Collected and transferred meter data; resolved customer inquiries and safety issues.

Reported hazardous readings and assisted with AMR equipment inspections.

SKILLS

Project & Risk Management

Regulatory Compliance (EPA, Consent Decree)

Windows 10/11, Microsoft 365, Excel, Word

ServiceNow, Jira, Remedy

Technical & Desktop Support

GIS & MMIS Systems

Mobility & VoIP Configuration

Construction Plan Review

Public Affairs & Advocacy

CCTV System Specialist

Customer Service & Vendor Relations

Documentation & Quality Assurance

CERTIFICATIONS & EDUCATION

CompTIA A+ Certification

IT & Cybersecurity – University of Maryland, College Park (Sep 2022)

Barbering Certification – Bennett Career Institute, Washington, DC (Apr 2014)

High School Diploma – Bowie High School, MD (Jul 2005)

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