To obtain a full-time position in Information Technology

Randy L. Crawley, Jr.

Address: **** *********** *****, ***** ************, Virginia 23234

Home Phone: 804-***-**** • Mobile Phone: 804-***-****

E-mail: *************@*****.***

Career Objective: To obtain a full-time position to develop my career using my professional experience in customer service and information technology.

Education:

Elizabeth City State University Elizabeth City, NC

Bachelor of Arts in Political Science

Graduated: May 2002

Manchester High School Midlothian, VA

High School Diploma

Graduated: June 1998

Professional Experience:

11/2007-05/2012: Help Desk Coordinator II, Computer/IT Services - ManTech International Corporation. Prince George, Virginia.

• Contracted with the Department of Defense to provide analysis and technical help desk support to end-user communities around the world for hardware, software and network issues related to the Defense Commissary Agency (DeCA) systems.

• Offered ongoing support by communicating with customers over the phone, e-mail and fax to identify database issues.

• Resolved remedy tickets that arrived via e-mail requiring immediate assistance due to complex issues within the commissary order database.

•Served as a leader to team members and provided assistance with tracking and processing high-priority or low-priority troubleshooting calls and problematic orders within the commissary database.

•Applied the proper commands in the DIBS system to log off users that experienced issues with freezing the Handheld Terminals (portable devices used to place commissary orders and send them to the DIBS system).

•Effectively communicated and collaborated with other teams such as the NETCOM server team in instances where customers experienced complex issues with the CAO Handheld Terminals.

•Interfaced with multiple levels of users, management and technical staff.

•Provided low to moderate level of customer service support for office automation applications, personal computers and printers.

• Accurately documented and reported problems to the Level III support team for resolution.

•Categorized and prioritized service requests by maintaining databases with up-to-date status information.

•Generated CAO orders, tracked orders, and extracted them into the DIBS system upon the customer’s request.

•Sent pull numbers, known as commissary orders in the DIBS system, to the correct distributor for final processing to be delivered to global army bases.

04/2005-11/2007: Substitute Teacher – Chesterfield County Public Schools. Chesterfield, Virginia.

• Managed student learning in accordance with the goals and directives of the school and the division.

• Preserved and respected confidentiality of student and school personnel information.

•Ensured the adequate supervision to assure health, welfare, and safety of all students.

• Implemented lesson plans, while ensuring the integrity of academic time and in a manner which motivated students to learn and participate.

• Supervised students and maintained discipline and classroom control that fostered a safe and positive environment for all students and staff in accordance with school and county policies.

• Worked with students on improving their computer skills and built knowledge of basic computer functions.

• Completed Substitute Teacher Report Forms for the regular classroom teacher.

Skills:

• Microsoft Access• Microsoft Excel• Microsoft Word• Microsoft PowerPoint• BMC Remedy User •SharePoint• SQL •Microsoft Outlook• Internet• Windows Vista 7.0 • Type 70 w.p.m.

Accomplishments:

•Dean’s List: Spring 2000, Fall 2000, & Spring 2001 • Leadership & Attendance Award: Army ROTC, March 2000 • Garden Cup/Customer Service Award: Home Depot, April 2004

References:

Dawn C. Page, Chairman • Richmond Public School Board• Phone: 804-***-****

Wayne Dabney, Business Process Analyst • Defense General Supply Center• Phone: 804-***-****

Glen Bowman, Professor • Elizabeth City State University• Phone: 252-***-****

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