Customer Service Manager
Resume:
THOMAS J. DONAHUE
YARMOUTH PORT, MA 02675
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Summary: 35 years with US Postal Service serving in varying capacities from craft to management. My most recent position was Automation Operations Specialist working for USPS Headquarters. My most recent duties consisted primarily of remote or onsite troubleshooting of sortation systems, operational software, and databases in processing plants or post offices from coast to coast, training support staffs, database queries to support reporting functions.
WORK EXPERIENCE
US Postal Service Washington D.C. Automation Op Spec 2007 – 2011
US Postal Service Cape Cod, MA Op Support Specialist 1997 – 2007
US Postal Service Brockton, MA Op Support Specialist 1990 – 1997
US Postal Service Manchester, NH Op Support Specialist 1989 – 1990
US Postal Service Long Beach, CA Op Support Specialist 1984 – 1989
US Postal Service Various offices in CA Clerk/Carrier/Supervisor 1976 – 1984
Thrifty Drug Co. Lakewood, Ca Clerk/Pharmacy Asst 1969 – 1976
I worked in or managed Customer Service operations in various stations and branches overseeing staffs as small as 5 and as large as 75 employees. Within these sites I also managed the Finance/Retail portion of the operation where I was responsible for the daily closeouts and supervised an accountable stamp stock in excess of $100K. My duties in these positions encompassed both face-to-face customer contact and supervisory level support. I served as an Instructor/Trainer for Headquarters, the Northeast Area, and local Processing Plants in Massachusetts, New Hampshire, and California. Over the years I have conducted several hundred training seminars throughout the country. These dealt mainly with the aspects and duties of Operations Support Specialists relative to both software and hardware. I was the liaison between private industry (mailers) and the USPS conducting informational sessions, working National Postal Forums, and conducting tours of facilities when requested.
In my capacity as both an Automation Operations Specialist with Headquarters Network Operations and as an Operations Support Specialist in 3 different states, I worked with various computer systems employing Windows, VMS, Linux, or QNX operating systems. I am proficient in the Microsoft Office Suite, including Word, Excel, Access, Outlook, and PowerPoint and have constructed macros, Access / SQL queries, designed databases, forms and reports. I am proficient in Windows XP, Vista, and Windows 7. I was the system administrator and manager of the National Directory Support System (NDSS) in four different sites. The NDSS contains address databases for the entire nation and is the repository for all sort programs used in automating sortation of mail for the entire country. I also was one of five individuals who provided national Helpdesk support for the NDSS and for the Mail History Tracking System (MHTS) – a database that added in excess of 1 terabyte of data daily.
Personal Experience
Installed and maintain personal home network consisting of Windows XP and Vista
Provided IS support for West Dennis Public Library, West Dennis, Ma
Provided IS support for Sturgis Charter School Library, Hyannis, Ma
Provide IS support and served as Financial Secretary for Cape Cod Covenant Church, Brewster, Ma
Provide IS support for Anderson Plumbing & Heating, North Eastham, Ma
Conducted computer training sessions for retiree and church groups.
Served as Treasurer of Building Committee for Trinity Christian Academy
Repair, maintain, and provide remote support for over 50 home PCs and SOHO networks in 7 states
EDUCATION
St John Bosco High School Bellflower, Ca 90706
California State University Long Beach Long Beach, Ca 90840
References
Lori Begosh, Information Sciences Specialist, USPS Engineering
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Linda Marie Malone, Lead Plant Manager, Harrisburg, PA
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Daniel Mahnke, Operations Specialist, Headquarters Network Operations, US Postal Service
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Kevin Bray, Information Specialist, Headquarters Network Operations, US Postal Service
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