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Professional Summary

Motivated administrative specialist with experience in a fast-paced and team oriented environment. I am a well organized and empathetic employee with extensive background in customer care and conflict resolution.

  • Exceptional customer service
  • Creative problem solver
  • Exceptional communication skills
  • Microsoft Office proficiency
  • Windows/Mac proficient
  • Multi-line phone talent
  • File and records management
Work History
March 2018-Current Assistant Director Of Child Services And Donor Relations | Wings Of Shelter, Int'l | Naples, FL
  • Analyzed departmental documents for appropriate distribution and filing.
  • Supported Chief Operating Officer with daily operational functions.
  • Copied, logged and scanned supporting documentation and placed all information in client files.
  • Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
  • Collaborated with legal and compliance teams to review paperwork, intake feedback and ensure the viability of available information for new training processes.
  • Developed strategy for recruitment and hiring.
  • Specialized in recruiting potential volunteers and staff.
  • Screened all applicants based on qualifications and background.
  • Managed new employee orientation training process for new employees each year.
  • Conducted Human Trafficking Training's in several different venues.
January 2015-March 2018 Vacation Planner | Naples Grande Beach Resort | Naples, FL
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Directed calls to appropriate individuals and departments.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Worked with Excel, Word, and Opera.
January 2014-August 2016 Sales Floor Associate | Nordstrom Waterside | Naples, FL
  • Greeted customers in a timely fashion while quickly determining their needs.
  • Recommended merchandise to customers based on their needs and preferences.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Completed all cleaning, stocking and organizing tasks in assigned sales area.
  • Built relationships with customers to increase likelihood of repeat business.
February 2014-October 2014 Internship | Arthrex Polaris Center | Naples, FL
  • Assisted the IberoAmerica Marketing Manager
  • Assisted with medical props (assembling, etc)
  • Office, administrative tasks
2017 Associate of Arts: Business Marketing Florida SouthWestern State College - Collier Campus, Naples, FL
2010 High School Diploma Barron Collier High School, Naples, FL
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Experienced Program Management and Disaster response professional with experience in all aspects of FEMA and US response efforts and authorities. Strong leadership and relationship-building skills. Innovative manager with a strategic focus and executive experience.  Experienced include assessing the effects of disasters and developing  responses. Leading recovery and security operations, prioritizing and bringing the correct solutions to bare in the shortest amount of time. Extensive US Government contract management experience  and in depth understanding of what causes and disaster and managing recovery. 

  • Change management
  • Supervision and training
  • Operations management
  • Project Management
  • Deliverable Management
  • Requirements Development
  • Execution
  • Tech Strategy 
  • Complex problem solving
  • Technology Strategy
  • Business Continuity
  • Agile Methodology
  • Migrations
  • Change Management
  • Outsourcing
  • Cloud Based Innovatinons
FOUNDER/PRESIDENT / AVERT SDS, LLC - Atlanta, GA 09/2012 - Current
  • Founded a unique disaster services company to provide emergency and disaster response and recovery services to Fortune 500 companies and other communities. We restore operations,account for personnel. provide security and restore lives. 
  • In response to Hurricane Maria's devastation of Puerto Rico led an expert disaster recovery team to Puerto Rico to lead recovery efforts for a Fortune 500 corporation.  The team proved to be "highly valuable" to re-establishing operations on site and successfully consulted and mentored staff affected by the trauma of Hurricane Maria, coordinated relief efforts and operations with FEMA. local and state relief organizations including the military,  re-established communications for the plant to the outside world, safeguarded hazardous materials, property and personnel, accounted for personnel and surveyed damaged homes and facilities,  established alternate transportation, supply and distribution networks, organized humanitarian relief, while provided unique security services and restored operations. 
  • Developed the  Active Shooter assessment , preparedness and response plan for one of he worlds top airlines. Coordinated with security and operations and services personnel around the world to asses risks and develop mitigation and response strategies to safeguard customers, employees and assets.  Responsibilities extensive research in technological surveillance products, access control, drone and surveillance products, facial and vehicle recognition and threat intelligence  and mass communications. Served as a member of the Business Continuity Counsel, developed crisis response training and plans which included collaboration with DHS, TSA, airport authorities  local and state agencies and an expert understanding of airline security operations and crisis planning and response.   
  • Provide analysis and subject matter expertise on disaster response, improvised explosive devices, security operations and active shooter response for CNN, NPR and other media outlets.  Expertise in forensic exploitation and collaboration in the US inter agency,  investigations, bio metrics and identifying and planning for terrorist and domestic threats. 
  • Consult on international security operations for the development of  power infrastructure in high threat regions which include Afghanistan, Africa, India and other regions. 
  • Directed strategic initiatives in the development of a mobile and web based, cloud supported security intelligence tool utilizing AI analysis which resulted in top tier customer development. intelligence content and technology 
  • Recruited intelligence and risk management partners from education, government and private sources to expand Stabilitas ecosystem
Program Manager / Delta Air Lines Active Shooter Assessment - Atlanta, GA 02/2017 - 06/2017
  • Delivered innovative technology solutions and recommended vendor to mitigate risks to the Delta Air Lines Corporate Headquarters. Served as an advisory member of the Delta Business Continuity Council focused on continuity of operations after a security incident
  • Conducted risk assessments of Delta Air Lines, organizations, facilities and stations, to identify and mitigate risks to Delta' s 80,000+ employees and customers.
  • Deployed surveys and analysis to identify customer requirements and lead senior leader discussions to develop long term strategies to utilize technological approaches to prevent incidents and if not prevent mitigate security incidents. 
Global Program Manager / WYLE, Inc - Atlanta, GA 03/2012 - 09/2015
  • Implemented "game changing" global program for forensics and bio metrics exploitation, data collection and sharing, knowledge management into all US DOD Combatant Commands in support of the Defense Forensic Science Center. Worked closely with the customer to develop contract requirements and offer solutions. 
  • Executed program which developed shared case management and evidence sharing tool across multiple government agencies
  • Managed DOD research contract targeted on applying a scientific approach to the use of forensic science on the battlefield. 
  • As PM was responsible for the development of project plans,  meeting  benchmarks and schedules, deliverable management, research plans, recruiting, new business development and contract extensions and compliance 
  • Managed a team of 100 onsite and remote contractors including in combat zones and Senior DOD and NATO Headquarters. Assigned projects and tasks to employees based on their competencies and specialties. 
  • Responsible for meeting DOD contract requirements for personnel safety, security, travel , deployment and equipment accountability. 
  • Created the Forensic Technical Representative program which placed SME's geographic Combatant Commands to develop funding and requirements. 
  • Managed multiple task orders encompassing over $42 million in Army funding, deployed personnel to every continent and all active theaters of war.
  • Coordinated with outside agencies and government representatives for security and support to deployed personnel.
Project Manager , Program Manager , Operations Manager / HQ, First Army-US Army - Atlanta, GA. 01/2010 - 01/2011
  • Defined strategy and business plan for directed relocation of US First Army Headquarters to a new headquarters in Rock Island, Ill.
  • Managed transformation and migration of services and shared data with no loss or interruption of services or equipment
  • Significantly reduced costs and risks on a project with overall costs exceeded $100 million
  • Coordinated and communicated plans with stake holders, senior management, service providers and staff for a seamless transition
  • Developed Technical migration strategy, tested plans, identified and mitigated risks. 
  • Personally lead the hand off which formally transitioned responsibility and authority over 12 major units with 10,000 members 
Operation Executive / Combined Joint Task Force Paladin West- US ARMY - , AFGHANISTAN 07/2009 - 09/2010
  • Led US and NATO efforts to protect civilians and defeat the threat from improvised explosive devices in Western Afghanistan.
  • Successfully led missions to discover enemy caches' clear an Afghan prison of hidden explosives and contraband, discover and clear IED's and conduct Post Blast Analysis and personally led over 100 CIED and RCP missions and participated in 3 named operations throughout Western and Eastern Afghanistan.
  • Conducted special operations to garner intelligence and evidence against CIED organizations and protocols for sharing secure information.
  • Planned, resourced and executed first ever "whole of US Government CIED training for Afghanistan including Department of Justice; Alcohol Tobacco and Firearms, Italian Army and Special Police, Afghan Army, Police and National Directorate of Security forces.
  • Developed requirements for forensics in Western Afghanistan, procured equipment, funding and personnel and oversaw the construction of the only forensic exploitation laboratory in Western Afghanistan. Implemented knowledge management strategy enabling collaboration and connectivity in remote locations of Western Afghanistan.
Asst. Chief of Staff/ Principal Staff Director / US Army - Atlanta, GA 01/2006 - 07/2009
  • Served as the lead for coordination and communications on behalf of the Commander and Chief of staff of the US Army Headquarters responsible for the readiness and training of Army Reserve and National Guard forces during the Global War on Terror.
  • Lead Executive Protection planning and response.
  • Reported directly to 3 Star General Commander
  • Led assessed and trained personnel for promotion to cross-functional operations.
  • Coordinated closely with quality control regarding products awaiting dispositions. 
  • Established and adjusted work procedures to meet production schedules.
Operations Officer / 08/2005 - 12/2005
  • Joint Task Force Katrina, New Orleans LA-Decisive, Coalitions A principal leader and advisor of the federal response to the country's greatest natural disaster.
  • Worked directly with local, state and federal leaders as well as Task Force Commanders as Joint Task Force Katrina conducted operations in 3 states and constituted more 22,000 Active Duty military personnel and from the Army, Navy, Air Force, Marines and Coast Guard personnel and involved nearly 70,000 military personnel overall.
Branch Chief / U.S Army - Norfolk Naval Station, VA 07/2004 - 07/2005
  • Led organizational transformation to align services with global customer needs. Improved efficiency using Lean Six Sigma methodology to identify core functions and services and realigning resources and personnel to the Commands core functions. 
  • Improved efficiency throughout US Joint Forces Command(1.16 million military service members and employees and a $240 million budget) and the created realigned and defined key functions which was reported to Congress as part of the commands transformation 
Senior Operations Planner / US Army - Norfolk, VA 02/2003 - 02/2005
  • Chief of Public Affairs, Standing Joint Force Headquarters for Homeland Security Served as spokesperson for a military response to Homeland Security threats and, the DC Sniper attacks, threats against the rail and critical infrastructure, and numerous natural disasters including hurricanes, wildfires and ice storms and numerous contingency exercises including Top Off.
  • Used Project Management training and skills to lead projects for the development of public information and intergovernmental products.
  • Served as the primary adviser to the commander for governmental and political relations.
Operations Officer / USJFCOM - Norfolk, VA 02/1999 - 02/2002
  • Served as the Information Operations and Public Affairs Operations officer on USJFCOM Current Operations and Crisis Action Team.
  • Recalled to Active Duty on September 11th, 2001 to establish Public Affairs Watch in support of USJFCOM Operations Center in managing the US response to the attack on the homeland.
  • Led regular stand-up meetings, events and continuous improvement projects with measurable goals.
  • Advised senior leaders and served as the lead Public Affairs Officer for all Current Operations and the use of Federal forces in response to any use of Federal forces at home.
Infantry Officer / US Army - 05/1987 - 05/1996
  • Excelled as a leader in various operational assignments as an Infantry officer 
  • Consistently received highest ratings on evaluations, selected for special assignments and missions 

Microsoft Certified Professional, Microsoft Certified Trainer, A+ Hardware. Problem Solving, Project Management, Forensic Science, Weapons Intelligence  Team Leader,  ATF Post Blast Certifie

East Carolina University - - Greenville, , NC, USA 1987 Bachelor of Arts: Political Science and History Senior Class Vice President, Student government representative, Kappa Alpha Order President, ROTC, Rugby 
University or RIchmond - - Richmond, Va, USA 1993 Master of Arts: Political Science Pi Sigma Alpha Honor Society
This resume is created in 7 minutes.
Professional Summary

Motivated ROP Planner dedicated to building rapport and maintaining loyal customer relationships through understanding needs and offering deep technical acumen with strong communication skills to help customers understand product offerings and capabilities, allowing them to utilize the tools provided at their full potential.

  • Creative problem solver,
  • Excellent communication skills,
  • Fast learner,
  • Team player,
  • Organized and punctual,
  • Bilingual in French and English
Sheridan College - Mississauga BBA: Global Business Management
  • Held the position of Student Admissions Representative for 3 consecutive years
  • Occupied the positions of Vice President of Public Relations and President of the Sheridan International Students Association
Work History
Bilingual ROP Planner | Martin Brower Of Canada Co - Mississauga, ON 04/2018 - Current
  • Managed the demand and supply planning at a Menu level and non-recipe items for all restaurants within my portfolio
  • Ensured all planning models , forecasts, ordering parameters are managed to generate consistently accurate order proposals
  • Proactively ensured checks and controls on data integrity and performance are maintained and where needed addressed and fixed
  • Proactively built and maintained relationships with restaurant managers, Operations Supervisors and Franchisees to ensure collective goals are achieved with ROP deployment
  • Evaluated account and service histories to identify trends, using data to mitigate future issues
  • Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Fulfilled the role of Salesforce lead for ROP Canada by acting as liaison between the team and Salesforce France and ensuring troubleshooting requests are promptly submitted and followed-up on
  • Drafted a Salesforce business case and led the implementation of various Salesforce process improvements aimed to increase team efficiency and productivity and support the overall ROP function
Operations / Customer Specialist | Boehringer Ingelheim - Burlington, ON 01/2017 - 04/2018
  • Developed extensive knowledge of various ERP systems in order to best serve customers as well as business needs,
  • Generate and provide daily and weekly inventory and order reports (discrepancies)to various stakeholders,
  • Acted as liaison between customers and internal stakeholders (marketing, operations, accounting etc.) during the execution of various projects,
  • Support internal stakeholders within the Operations department to ensure compliance in reporting and day to day business processes,
  • Finalize customer orders and ensure proper set up (Warehouse, Inventory, Transportation and MoD)
Sales Associate | Rogers Communications Inc - Oakville, Ontario 01/2016 - 01/2017
  • Maximized customer satisfaction through prompt and excellent customer service delivery and maintaining a 100% net promoter score.
  • Developed daily sales strategies to reach assigned and personal targets.
  • Contributed to team success by exceeding target sales goals by up to 140%.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
Purchasing Intern | Metro Toronto Convention Centre - Toronto, ON 05/2016 - 08/2016
  • Prepared, processed, and followed up with purchasing processes to guarantee the necessary resources that support other departments' operations.
  • Analyzed market changes to assess present and future product availability and alternative sources of supply.
  • Assisted the Purchasing Manager in the development and implementation of identified analyses to enable maximum efficiency of daily food & beverage costs.
  • Updated price quotes, product master and vendor master in Adaco.NET database and managed content to ensure accuracy.
  • Proofread reports and summaries prepared by management to ensure appropriate wording and formatting prior to submission.
This resume is created in 7 minutes.

    Telecommunications Engineering

    Network Engineering

    Network Optimization 

    Capacity Planning

    Telecommunications Projects

    Networking Routers & Switches 

    Planning Budgeting & Forecasting

    Process Management Operations

    Change Management Reporting & Analysis

    Software Implementation

    Training & Process Improvement

    Research & Data Analysis 

    Microsoft Word Microsoft Excel Microsoft Office PowerPoint

    Professional Summary
    Highly qualified Telecommunications Engineer and project planner with proven skills in pre-sale, installation, maintenance, design, project management, documentation and service in the voice and data industry.
    Work History
    Technical Design Engineer, Current
    Zayo (Formerly Electric Lightwave) Vancouver, WA
    • Technical review of orders - Network capacity checks, circuit and network routing, review quotes from carriers, remove obstacles for provisioning customer orders.
    • Act as a liaison between Sales, Service Delivery, Sales Engineering, and Repair to improve the quality of hand-off between organizations providing solutions to obstacles that present during technical review. 
    • Partner with Engineering - Facilitate capacity and structure loads to meet customer order requirements.
    • Advanced knowledge of Data Networking and telecommunications including: Copper, DS3, Optical, SONET, Ethernet, DWDM, TCP/IP. Understanding of VoIP protocols, SIP signaling, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af), and packet tagging mechanisms. Experience with Routing protocols (OSPF, BGP, MPLS).
    Capacity Planner III, 12/2006 to 07/2014
    Integra Telecom
    • Capacity Management - Forecast market growth rate, proactively increase network capacity. Create engineering orders, send notifications, escalate when capacity drops.
    • LEC applications and augments for space, power, rack space. Manage to completion, review costs, submit for payment.
    • Manage Network optimization and grooms. Project Synergies - Conversions, Muxed DS3's, Switch decommission, Collocation Space, OCN Fiber.
    • Develop tools to enhance internal and external company processes, tracking and reporting of current capacity and future capacity needs.
    • Perform data analysis and provide recommendations to achieve 98% minimum network capacity.
    Provisioning Specialist III, 04/2004 to 12/2006
    Integra Telecom
    • Design DS0, DS1, DS3, DSL, OCx, and Data circuits.
    • Order circuits, number porting from LEC, single point of contact and installation coordination with customers, vendors, LEC's and CLEC's.
    • Schedule Integra technicians, vendors, and internal staff to meet installation timelines.
    • Track order to making sure all necessary tasks are completed by Integra staff, customers and vendors to insure a positive conversion experience.
    Installation Administrator , 01/2002 to 01/2004
    • Successfully plan and manage customer conversions to GE products.
    • Plan product conversion projects to meet customer expectations, revenue goals and cost budgets.
    • Manage all internal and external resources to ensure that schedule, cost and quality requirements are met.
    • Single point of contact responsible for managing all activities of all local vendors, event facilities, logistics handlers, and contract staff providers.
    • Responsible for staffing resource allocation, management of contracted staff (15-90 Temporary) and GE team (3-5 Permanent) at the conversion site.
    • Provide performance evaluations for GE teams.
    • Manage customer relationship during the product conversion period, and provide resolution of customer questions.
    Provisioner, 01/1995 to 01/2002
    Advanced Telecom Group
    • Circuit design, DS0 and DS1 circuits. Activate and update telephone numbers through NPAC and LIDB database. 
    • Coordinate installation of service with LEC, Field Technicians, and Customer Service for new and existing customers.
    • Facilitate changes with internal staff on orders for successful installation of service.
    • Provide training and direction on department processes.
    Administrative Analyst, 01/1990 to 01/1995
    Clackamas County
    • Provide Administrative Manager and Administrative Analyst support to coordinate workflow.
    • Provide input for short and long-term divisional and departmental planning.
    • Recommend and facilitate policy procedures that enhance the efficiency of the unit.
    • Assist in preparation for annual budget and grants.
    • Prepare initial project plans, timelines, and project reporting.
    • Research, analyze, obtain information from staff members and external sources.
    • Develop training plans, procedures, reports, provide information on system functionality.
    • Provide department manager with information for performance evaluations.

    Internal training course offered in Network+ Integra  - Vancouver, WA

    Introduction to Telecommunications Portland Community College - Portland, OR 

    GED: Clackamas Community College - Oregon City, Oregon
    General Studies