US Air Force Veteran with over 15 years of experience in providing service to internal & external
customers. Hardworking, self-motivated team player with superior analyzing and problem-solving
skills. Extensive knowledge in the use of Inventory Management System, Global Logistics System,
SAP, Service Now, Asset Tracking, Host, BMC Remedy, and Retail Link databases. Exceptional in multi-
tasking, who works well under pressure. Effective problem-solver with advanced troubleshooting and
problem-solving skills, along with a hardworking mentality. Seeking to apply expertise and extensive
experience to take on a challenging new role with a possibility of advancement.
Authorized to work in the US for any employer
Citrix, Direction, Keyboard, Network, Quality Assurance, Software Troubleshooting, Type
Interpersonal, Dispatching, Leadership, Operating Systems, QA, Spreadsheets, Verbal Communication
Hardware, Documentation, Logistics, Pallet jack, Reading, Staffing, VoIP
Company Name | City, StateOST Account Manager09/2020 - Current
Dispatching and managing service tickets, using the ConnectWise ticketing system.
Scheduling with O'Reilly, and field technicians and maintaining each step of the process.
Tracking and lowering cost.
Over communicating with the client, as well as other departments within TRCA.
Any other minor task that falls within the above scope.
Company Name | City, StateDP Systems / Quality Assurance Area Manager09/2015 - 04/2020
Supervised and managed associates and leaders in area of responsibility by giving direction, monitoring
performance, and providing feedback.
Drove and implemented the business plan for area of responsibility to achieve facility goals (e.g.,
production, quality, safety).
Monitored and ensured area of responsibility's compliance with Logistics and company quality and
safety standards, policies, procedures, and directives by developing, distributing, and/or maintaining
procedures and supporting documentation.
Oversaw the execution of QA guidelines, procedures, and programs by identifying ways to increase
building efficiencies and maintain inventory integrity; and ensuring systems/processes are implemented
for the corrective actions (slot profiling, inventory adjustments, cycle inventory tests, managing outside
storage, damages and strays, tracking and reporting close date product, hazardous material processing).
Oversaw the execution of systems operations by ensuring appropriate hardware and software
maintenance, installation of new replacement or additional systems, necessary repairs are completed
on existing systems, and development and troubleshooting involving the appropriate corporate partner
(Information Systems Division, vendor, Logistics Regional and Divisional Systems Manager).
Prepared, reviewed, and/or analyzed business reports, and use information to identify system issues
Forecasted staffing, workload, and performance results to meet business demands for workload and
performance results for area of responsibility.
Ensure quality of merchandise as it is unloaded and received into inventory.
Fulfill freight orders by assigning freight type to correct warehouse slots.
Reading and completing freight bills and purchase orders.
Move pallets of freight using a pallet jack and powered equipment.
Organize and locate inventory and update area spreadsheets.
Manages and maintain inventory control of problem merchandise totaling up to $1.2 Million in cost.
Extensively use Inventory Management, Global Logistics Systems, BMC Remedy, Host, and Retail Link
databases to research and resolve problems with freight and purchase orders.
Company Name | City, StateTechnology Support / Floor Team Leader10/2011 - 09/2015
Managed team of 5 technology support and 8 floor associates.
Managerial duties from daily planning, operations, and problem-solving in order to achieve the required
and set level of production and service that the company desires.
Designed displays to make the store experience interactive and engaging.
Upheld stock levels and proper pricing for multiple product lines.
Researched current and past business performance using online systems and available reports.
Boosted department quarterly sales quotas by 15%.
Provide advice and support to customers for all their 4G wireless and electronic needs.
Communicate and use interpersonal relationship skills, analytical skills, and computer skills for
customers' questions and wireless / electronic needs.
Built a loyal customer base by creating long-term relationships.
Lead in the merchandising of the products and guarantee that all activities are going smoothly for the
employees and members.
Company Name | City, StateTechnical Support Specialist / Team Leader03/2005 - 08/2011
Managed a team of 25 technical support agents to analyze, troubleshoot and resolve device, network,
and billing issues for Sprint Wireless mobile devices.
Responsible for providing "Above Expectation" customer service to customers and vendors whether it
is over the phone or in person.
Responsible for de-escalating hostile calls with customers to ensure customer receives necessary goods
and services within company guidelines.
Education and Training
US Air Force AIT Technical School | City, StateApprenticeship in Aircraft Maintenance and Munitions1997Military Training in Basic Military Training
US Air Force BMT School | City, StateHigh school diploma in General Studies1997
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US Air Force AIT Technical School
US Air Force BMT School
Fair Park Senior High School
Job Titles Held:
OST Account Manager
DP Systems / Quality Assurance Area Manager
Technology Support / Floor Team Leader
Technical Support Specialist / Team Leader
Apprenticeship in Aircraft Maintenance and Munitions High school diploma in General Studies
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