Hello All,
I would like to introduce myself and my skills to all of you as a group and offer my services in promoting this worthwhile endeavor. I am an avid believer in educating people in an efficient and economical manner. I have used OpenOffice many time as an alternative to more costly office suites and have found it to be quite comparable and easy to use. Recently, I have been driven to the ranks of the unemployed and have further motivation to find and promote more efficient avenues to channel my limited funds. This program offers such an alternative to both personal users as well as businesses (large, medium and small) and educational institutions. In today's challenging economic times, I feel that EVERYONE should find this product to streamline their administration and IT costs. I am also offering (via other channels within the organization) my educational and documentational services as well. It is my philosophy that to learn a subject, you have to study . to become an expert, you have to teach it . So, with that said, I can also carry it a step further and submit that to PROMOTE a product, you should KNOW the product .hence, my interest and motivation. Now a little about myself: SUMMARY: Seasoned Professional, Dependable, Collaborative and Productive Team Player & Outstanding Trainer. Extensive & diverse managerial, telecommunications, information systems & PC hardware/software troubleshooting experience. Continually shares knowledge with peers & enthusiastically promotes best practices & dynamic personal development. Excellent customer service & awareness. Experienced in operating & troubleshooting Windows XP & Vista Operating Systems as well as many other software & hardware issues. Superb written & oral English communication skills. OBJECTIVE: I am seeking a challenging & rewarding leadership opportunity that will utilize my diverse & extensive practical experience to enhance the performance of a team of professionals to the benefit of all stakeholders. My military discipline & corporate compassion would lend to a balanced & winning combination style of management highlighted by motivation, dedication, enthusiasm & team spirit. The diverse scope of my exposure has allowed me to develop a management and delivery style that includes "big picture" perspectives & "outside the box" solutions. Oct2008 - Present Customer Care Representative -Alcatel-Lucent, Ottawa ON Register/Log incoming calls, emails and web requests and dispatch accordingly. Detect and manage overflow between first line maintenance team when workload situations are required. Allocate emergency jobs according to the information provided and alert the most available field engineer. Escalate when necessary (in case of problems in the various process, difficult customers, or issues with the tools, for example). Continually ranked in the top 10 in production and lowest error rate (KPIs). Sets and controls tone of calls from client technicians by setting them at ease and instills professional confidence in clients as well as colleagues. Received Attendance and Punctuality Award for month of December for perfect attendance record. Contributed to successful migration from Oracle based tool to SAP/CARES CRM applications. Feb2008 - Jul2008 Technical Compliance Agent/Process Excellence Coach - Dell, Ottawa, ON Launched & developed the Process Excellence Project & established myself as an SME in Policy, Procedures & Best Practices to promote effective & efficient use of time & resources. Compiled Policy Handbook for distribution to frontline personnel to simplify procedural compliance. Conducted 1 on 1 & remote coaching with frontline agents on behavioral focus using established call flow models to increase metrical output. Provided suggestions/options to improve the customer experience & most efficient use of time/resources in resolving customer issues. Performed presentations at team meetings promoting Line of Business goals. Developed scalable Process Excellence Advocacy Program to accommodate efficient use of manpower & available resources utilizing Project Management techniques to expand influence of project objectives. Motivated & provided logistical support to six Process Excellence (PE) Advocates thereby allowing maximum effectiveness in fulfilling corporate mission & team goals by establishing communication processes & standardizing training resources. Handpicked to a four-man team to develop processes to monitor, evaluate & report agent professionalism in final days of site closure. Oct2007 - Jul2008 XPS L2 Technical Resolution Expert - Dell, Ottawa, ON Front line premier technical support for high-end personal gaming computers (Dell XPS LOB). Dell Certified Systems Expert in hardware & software configurations of Microsoft XP, Windows Media Center & Vista operating systems. Provided an advanced level of diagnosis, troubleshooting & resolution for complex system-related issues, using Dell policies & procedures to determine a course of action on Microsoft Enterprise Scale Support & recorded results & resolutions in enterprise based CRM database. Promoted & provided vehicle for customer training to advance self sufficiency in resolving issues with their Dell systems. Contributed to the development & deployment of new strategies & technologies in support of resolution & customer satisfaction. Identified areas of improvement & presented information to management in the form of research & formal presentations. Acted independently to ensure a quality support environment & to obtain maximum customer based satisfaction. Ability to sell additional components & add-ons in a technical environment. Applied in-depth & advanced knowledge of principles & practices within professional field in resolving technical issues. Oct2000 - Apr2002 Network Engineer III - WorldCom Inc, Dallas, TX Responsible for provisioning, testing, troubleshooting & certifying physical continuity for Option 1 Frame Relay Network, WorldCom Legacy DS1, DS3 & SONET Level Frame Relay & ATM circuits utilizing HP OpenViewC Software on a Solaris SPARC Station. Monitored daily install/disconnect reports. Drove field technicians to make or remove physical electronic cross connects. Proactively coordinated optioned network switch ports, DACS equipment, IDNX Promina Network Switches, Tellabs Titan 5500 & other network elements to meet engineered specifications. Thoroughly tested circuit paths to establish physical continuity, verify options & confirm required standards were met. Accurately documented all testing & troubleshooting results. Certified new circuit paths within the network backbone. Facilitated & managed team training to enhance mission efficiency & promote general knowledge base in job related technology & customer requirements. Jan1996 - May1999 Project Manager/Instructor - Naval Technical Training Command, Pensacola, FL Operated sophisticated, classified state-of-the-art electronic signals analysis devices; performed analog & digital signal conversion; identified communications & non-communications signals; operated computer systems, networks, files, graphics software programs & associated computer peripherals; maintained & drafted classified tactical & technical reports, files, records & publications; provided tactical signals analysis, technical guidance & information warfare support to fleet, joint, theater & national consumers in support of national security requirements. Instructor/Curriculum Developer for Information Systems Administration (ISA) Course. Provided training in Information Systems & Network Administrations to include: IT fundamentals, Windows 9x, Windows NT, UNIX operating systems, Novell 4.x, & Relational Database Fundamentals for up to 40 military & civilian Department of Defense students. Developed & wrote Rational Database Course of Instruction resulting in cost avoidance of over $20,000 in contractual outsourcing. Established coordinated & tracked the initial US Naval Network Switching IDNX Training Course in Pensacola Florida. Supervised installation of hardware units & coordinated curriculum requirements with available A/V resources. Awarded Navy & Marine Corps Achievement Medal (Gold Star in lieu of 3rd award) for the above accomplishments. Oct1991 - Nov1995 HFDF Supervisor - Naval Security Group Activity, Edzell, Scotland, UK Managed electronic resources & programming coverage requirements for 24/7 High Frequency Direction Finding operation environment. Although most details remain classified, was charged with the responsibility of administrating & providing leadership up to 50 Sailors & Marines. Provided career-enhancing training & counseling of departmental personnel. An active participant in the Command Retention Program by counseling career options to personnel within my influence. Awarded Navy Commendation Medal as Technical Publications Library Leading Petty Officer, displayed extraordinary proficiency in developing & managing a classified inventory of over 4,000 line items. Using superlative organizational skills, played key role in the reconfiguration & implementation of a consolidated classified material program, quickly corrected inventory discrepancies; while reducing command holdings by 50% in only 10 months. Performed weekly formal briefings to senior command & departmental leaders. May1988 - Jul1991 Tactical Cryptologic Team Member - USS Merrill (DD-976), home based in San Diego, CA Provided real-time tactical cryptologic support to own ship & battle group elements. Assigned to the Pacific Fleet with 2 deployments into the Persian (Arabian) Gulf Region. Participated in the Operation Desert Shield & Desert Storm. Awarded Navy Achievement Medal for support & tactical contributions while deployed. Twice awarded Navy Achievement Medal for diverse & significant contributions to mission success. While serving as Selected Restricted Availability (SRA) Assistant in USS Merrill (DD 976) from Oct - Nov 1990, consistently performed demanding duties in a professional manner. Displayed exceptional skill & resourcefulness, ensured that a superior level of planning, organization & coordination of maintenance activities onboard MERRILL during the SRA were executed with precision in the minimum amount of time. Directly responsible for MERRILL's professionalism in coordinating maintenance with Continental Maritime San Diego resulting in a highly successful SRA. Delivered weekly presentations to command-level elements & civilian contractors. The efforts inspired all & contributed significantly to the successful accomplishment of MERRILL's mission. TRAINING Dell Certified Systems Expert - Foundations 2008 Desktops/Portables Dell Certified Systems Expert - Foundations 2007 Desktops/Portables Dell Certified Systems Expert - Basic Wireless Technologies Certification Dell Certified Systems Expert - Customer Handling Skills Certification Dell - L&D Effective Communications Workshop Dell - L&D Command Skills Workshop XPS Technical Support New Hire Program A+ Software/ Hardware, Network + Certification Windows 2000 Networking & Operating Essentials Implementing Windows 2000 Professional & Server; Network Infrastructure; Implementing & Administering Windows 2000 Directory Services (Active Directory) Designing Windows 2000 Directory Services Managing a MS Windows 2000 Network Environment Implementing & Managing MS Exchange 2000 MCI WorldCom Tellabs Titan 5500 Operations & Maintenance 16 years US Navy - Technical mathematics; computer systems & organization; communications (electronics); records & information management; security operations; computer applications; personnel supervision; technical writing; field experience in management. Developed Presentation & instruction delivery skills Enlisted Surface Warfare Specialist Instructor Training Certification Task-Based Curriculum Development Information Systems Administrator Navy Commendation Medal Navy/Marine Corps Achievement Medal (x3) Highest Regards and I look forward to working with all of you in the near future Gene Kelley
