Customer Service & Data Entry Professional

**** ******** *****, *********, ****** States, ***38 • *.*********@*****.*** • 404-***-****

DEMETRIUS MILTON

PROFESSIONAL SUMMARY

Operations and project management expert with over 19 years of experience, excelling in strategic planning and technical proficiency. Demonstrates visionary leadership by nurturing team development and enhancing processes, leading to substantial efficiency improvements and cost savings. Committed to leveraging a broad skill set, including IT support and project management, to foster innovation and achieve outstanding operational success.

SKILLS

Non-Active Top Secret Clearance, Strategic Planning, Project Management, Team Leadership, Performance Management, Quality Management (Experienced), Network Administration, Operations Management, Customer Service, JIRA, RF Systems (Experienced), Data Analysis (Skillful), Mentorship (Expert), Vendor Management, Change Implementation, 3PL Fulfillment Manager. EMPLOYMENT HISTORY

IT SUPPORT TECHNICIAN 2024 – Present

INNOVA SOLUTIONS Austell, GA

An integral part of a 7-person team, providing training and mentorship to peers and new hires. Manages and updates records, including network users, security, equipment inventory, and materials. Performs system support, maintenance, and testing to ensure functionality— Troubleshoots and resolves hardware and software issues.

• Maintains and tests advanced technological systems; addresses complex system failures and conflicts.

• Stays current with emerging technologies, equipment, laws, regulations, and standards.

• Oversees and updates records, documents projects, and develops comprehensive user instructions.

• Inputs, reconciles, and audits billing data within record-keeping systems. PRODUCT MANAGER 2022 – 2024

CASTLES TECHNOLOGY INTERNATIONAL CORPORATION Kennesaw, GA

• Spearheaded the successful full-cycle delivery of two attended Point-of-Sale systems, improving overall production and operational efficiency by over 15%.

• Collaborated on a sandbox R&D networking test environment, reducing testing time and costs by 15%.

• Launched pilot programs, increasing customer satisfaction and retention by 10%.

• Managed product portfolio lifecycle and marketing spend, ensuring alignment with the product roadmap.

• Mentored three technicians, improving productivity by 15% in customer product replenishments. FULFILLMENT MANAGER 2022

CASTLES TECHNOLOGY INTERNATIONAL CORPORATION Kennesaw, GA LOGISTICS COORDINATOR 2019 – 2022

CAPSTONE LOGISTICS, LLC. Atlanta, GA

Tasked with printing, picking, and packing items for shipment, adhering to tight schedules, and ensuring accurate loading, unloading, and sorting.

• Supported strategic leadership initiatives, including developing and promoting corporate values, culture, and ethics across stakeholders.

• Enhanced printing processes by setting up printers on the Capstone network, resulting in a 30% increase in efficiency and reduced turnaround times.

OWNER, BUILDING OPERATIONS MANAGER 2016 – 2018

ARTIST FACTORY Atlanta, GA

Established and led the daily operations of a music artist development firm, providing a creative hub for diverse musicians and serving as a filming location for multiple television shows. Supervised a seven-person team, leading staff hiring, training, development, and performance management.

USMC MANAGED SECURITY OPERATIONS CENTER MANAGER 2014 – 2016 COMTECH TELECOMMUNICATIONS CORPORATION Suwanee, GA

• Monitored telecommunications systems for commercial and government clients, improving system reliability, reducing risk, and cutting downtime by 30%.

• Implemented a streamlined troubleshooting process, decreasing resolution time for Tier 2 and Tier 3 RF and networking issues by 25%.

• Designed IT networking and RF scalability packages, achieving a 15% increase in client satisfaction and improved network uptime. MANAGER OF UNITED STATES FIELD SUPPORT OPERATIONS 2014 – 2016 COMTECH TELECOMMUNICATIONS CORPORATION Suwanee, GA Supervised up to 50 employees across multiple government contract teams, ensuring operational efficiency and project success. Developed expertise in network applications, architecture, and management systems to optimize network performance and scalability. Conducted quarterly inventories of tools, electronic equipment, and TCS property.

• Acted as the primary hiring manager for CONUS and OCONUS S.N.A.P. (SIPR/NIPR Access Point) and WPPL (Wireless Point-to-Point Link) personnel.

• Provided technical support teams for field missions supporting the Army, The U.S. Marine Corps, and commercial clients nationwide.

• Optimized the bill of materials, reducing material costs by 20% and streamlining procurement.Conducted in-depth market analysis to identify trends, resulting in strategic adjustments that improved product positioning and competitive advantage.

• Collaborated with cross-functional stakeholders to optimize strategic projects using JIRA software.Led security operations, enhancing incident response efficiency and ensuring compliance with military protocols, resulting in improved security posture.

• Created and managed schedules for all CONUS team members, ensuring optimal resource allocation.

• Coordinated product demonstrations with sales engineering teams, showcasing new solutions to clients.

• Led weekly conferences with military personnel to provide updates on remotely stationed team members.

• Conducted site visits to remote locations, ensuring company and customer operations continuity. DIRECTOR OF OPERATIONS, USMC 2012 – 2014

COMTECH TELECOMMUNICATIONS CORPORATION Helmond Province, Afghanistan

• Spearheaded global support missions, consistently achieving a 95% issue resolution rate by implementing streamlined processes, boosting customer satisfaction and retention.

• Established and led a diverse, high-performing team, fostering collaboration and accountability, increasing personnel retention from 90% to 97%, and driving significant revenue growth.

• Led initiatives reducing regional workforce turnover by 25%, enhancing team cohesion and performance.

• Supervised four site lead supervisors and led the deployment of 179 Field Support personnel.

• Conducted daily staff meetings to review key events, operational updates, and military posture.

• Designed and implemented quarterly competency assessments for all disciplines under TCS oversight. SENIOR SUPPORT ENGINEER 2006 – 2012

COMTECH TELECOMMUNICATIONS CORPORATION Suwanee, GA

• Led global support missions, resolving 95% of customer issues and enhancing satisfaction and retention.

• Created test procedures for Ku-Band antennas, achieving 100% compliance during factory and site tests.

• Operated the Master Reference Terminal and contributed to SWAN network planning for field exercises.

• Designed cabling interfaces in AutoCAD, ensuring accuracy and improving assembly efficiency.

• Managed Cisco routers and switches, boosting network stability and reducing downtime. ACCOMPLISHMENTS

SENIOR PRODUCT MANAGER

Castles Technologies, Inc. 2022 - 2024

PRODUCT FULFILLMENT MANAGER

Castles Technologies 2022 - 2024

USMC MANAGED SECURITY OPERATIONS CENTER MANAGER

Comtech Telecommunications 2014 - 2016

DIRECTOR OF UNITED STATES FIELD SUPPORT PERSONNEL

Comtech Telecommunications 2014 - 2016

DIRECTOR OF MIDDLE EAST OPERATIONS

Comtech Telecommunications 2012 - 2014

EDUCATION

BACHELOR OF APPLIED SCIENCES IN ELECTRONIC ENGINEERING ITT Technical Institute Murray, UT

BACHELOR OF ARTS IN AUDIO ENGINEERING

Institute of Production and Recording Atlanta, GA

COURSES

GOOGLE PROJECT MANAGEMENT CERTIFICATION

Coursera

OPERATIONS MANAGEMENT CERTIFICATION

ELVTR

LINKS

Demetrius Milton: www.linkedin.com.

Delivered weekly situational reports to USMC regional leadership and coordinated daily with Marine Corps Systems Command representatives.

Coordinated SWAN networks with satellite and WPPL radio antennas, ensuring seamless network setup and customer engagement. Charged with simultaneously leading the fulfillment and product management department, driving key project management initiatives for unattended POS product lines for a diverse customer base. Collaborated with project managers to deliver timely, cost-effective shipping solutions, providing expertise on customs regulations and worldwide import and export restrictions.

Held dual roles simultaneously supporting the United States Marine Corps (USMC). Established program management best practices, enhancing cross-functional collaboration and driving operational excellence. Supervised up to 50 employees across multiple government contract teams, ensuring operational efficiency and project success. Developed expertise in network applications, architecture, and management systems to optimize network performance and scalability Functioned as the primary company liaison for all USMC assets in Afghanistan, managing radio frequency (RF) technicians, network engineers, system administrators, and information assurance and information security personnel.

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