This page contains the Summary and related work experience
20 years of honorable military service documented with 16 years of outstanding service as a manager/supervisor. Well experienced with the complex decision making necessary to achieve goals by maximizing team efforts and assets. Excellent customer service skills, trained and experienced personnel manager/counselor of small and large teams. Ability to brief and interact with all ages and levels of the community in large groups or individually. Professionally worked closely with military and veteran organizations in local community.
Hired by Triton Services on September 2003 and work as a Customer Service Representative to perform first line support to maintain hardware, software, and networks for computing platforms to include WIN98, WNNT, 2000, 2000 server, and several other unspecified functions.
Promoted to Customer Service Representative Advanced on March 2004
To act, under general direction, as a liaison between the customer, suppliers, and other technical groups to resolve network and hardware problems, recommend solutions and enhance functionality, reliability and/or usability. Managed project teams in the implementation of new/upgraded designs. Implemented operational support standards and procedures to enhance team performance and security. Recommended changes and improvements to existing standards. Provided user orientation on hardware, software and network operations. Maintained abreast of emerging operational support technologies and industry trends.
Job function/description changed to Database Tickets Manager (Queue Manager) on September 2004 under normal guidelines manage the distribution of tickets from the customer request for services to include hardware/software and instructional. To include technical guidance to CSR’s and CSR ADV’s for trouble ticket resolution. Advises and implemented methods to improve projects customer service and resolution completion times. Under minimal direction, lead several customer training sessions to define system scope and objectives based on both user needs and a good understanding of information technology, business processes, and industry requirements. Applies extensive knowledge of the customer's business and industry to develop project specifications.
Promoted to and current position of Information Specialist Senior (Team Lead)
On January 2005. Leads and coordinates the design, development, implementation and support of business and/or technical information technology solutions encompassing multiple specialization's, platforms and technologies. Assists leadership in determining technical direction of the project. Researches, analyzes, recommends and implements new technologies, standard processes, tools and techniques. Supports information technology plans based on an understanding of the customer's organizational strategic direction, technology context and business needs. Coaches and provides technical leadership to others on the application of new technologies, appropriate project management and system development methodologies. Identifies, develops, updates and enforces standards and procedures. Monitors and ensures resolutions of performance issues. Interfaces with support groups and production problems, technical concerns and financial issues. Researches, evaluates and stays current on emerging tools, techniques and technologies
Last modified: 05/09/2005