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<pre>Array ( [var] => cut_url ) </pre> Resume for Rushad B. for Customer Support / Client Care / Other / Not Classified in Carlisle, Pennsylvania. Search More Resumes for Customer Support / Client Care on Resumark.com #BAM8TY6IC
 

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Resume for Rushad B. for Customer Support / Client Care / Other / Not Classified in Carlisle, Pennsylvania




Occupation: Customer Support / Client Care Industry: Other / Not Classified
Country: United States City: Carlisle
State: Pennsylvania ZIP: 17015



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RUSHAD D. B.
Carlisle, PA willing to relocate
CUSTOMER SERVICES MANAGER
MultiSite Call Centers / Technical & Sales Support / Software, Hardware & Networks / Security / QC
IT Projects / Integrations / Business Continuity / Facilities / Key Accounts / Vendor Relations /
Training
As a proven leader and broadbased technologist, I create costeffective solutions for complex business
and process problems to enhance yearoveryear productivity and service quality. A valued business
partner, I have consistently delivered successful multisite projects on time and within budget. My
transferable skills include:
? Initiating process improvements to foster growth and optimize service quality
? Effectively addressing complex internal/external business issues
? Consistently meeting demanding objectives and timelines
? Streamlining technical operations to eliminate needless costs
? Building/leading superior teams that exceed objectives
Prior to my MBA from toprated IE Business School in Madrid, I earned a Diploma in Network
Engineering/Data Communication from The Chubb Institute and a BA in Communications from George
Washington University. With a firm grounding in business operations and technology, I help companies
become more successful. US Citizen.
Distinctive Accomplishments
Took on leadership role to meet critical objective. Homeland Security office was tasked with initiating
formal security/information sharing guidelines for agencies charged with border protection. Interfaced with
endusers and contractors, devising automated systems/SOPs that ensured data readiness while
maintaining security protocols. Provided exceptional service to this Truestone customer, fostering
additional contract opportunities.
Rapidly met new customer requirements. The diversity of Homeland Security’s support requirements
demanded greater flexibility from Truestone’s call center team. Conducted needs assessment. Added
numerous SMEs plus extra call center personnel to meet contractual obligations and assure ability to adapt
to future client needs.
Provided technical/administrative support vital to contract’s success. Truestone’s agreement with
USAID called for help desk, email and server/storage maintenance support of agency’s proprietary finance
software. However, due to lack of SOPs and redundant support systems, it was often difficult to meet
contract demands. Established formal SOPs and ongoing training program to resolve these barriers,
enabling fulfillment of this important contract.
Directed costsaving/serviceenhancing departmental integration. Truestone customer, Minerals
Management Service, needed to consolidate two help desk operations to reduce costs/achieve greater
efficiency. Formed “tiger team” to guarantee overall technical compatibility. Interfaced with endusers,
making sure that their needs were met. Earned high praise for virtually seamless integration and
subsequent boost in help desk effectiveness.
Career History
to , completed MBA program at IE Business School in Madrid, and have volunteered at Central
PA Food Bank while conducting fulltime job search.
Truestone Communications formerly TKC Communications – a national fullservice telecommunications
and IT consulting company serving clients in the government and private sectors.
Facility Manager, to . Promoted to oversee operations for satellite Department of Homeland
Security office. $M contract encompassed coordination of IT/telecom, facility, administration,
transportation and security functions. Directed person multifunctional team.
Task Leader, to . Provided IT support to person USAID technology office in Arlington,
VA. Created ISO documentation in preparation for certification. Promoted to Facility Manager.
Help Desk Team Lead, to . Led fourperson technical support team for Herndon, VA branch
of Minerals Management Service. Played key role in optimizing help desk and technical support service
quality.
Network Technician, Network Engineering Inc., to . Provided technical support for end
users in the areas of hardware, software applications, help desk and network operations.
Audiovisual Coordinator/Technician, Swank Audiovisuals, to . Provided comprehensive
technical support for hotel facilities and special conferences/conventions.

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