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Charles K. Maddox resume 7
- 1. 1 Charles K. Maddox 309 Project Road Warrenville, South Carolina 29851 803-343-9187 ckmaddox@outlook.com Objective A position as an active accountable employee, involving responsibility and working with others as a team member or leader to achieve advancement and growth for the company. Summary of Qualifications I have software, server, and internet Help Desk experience. I perform highly skilled troubleshooting for cable internet/video technicians calling from the field. I am highly analytical and experienced with computer operating systems and data base entry skills. I am highly proficient with Windows, Mac, Linux, Windows XP and Windows 7 operating systems. I am proficient in Microsoft Word and Excel. I am skilled at team work and at leadership of small teams. I served as a Petty Officer in the United States Navy leading a military team with high responsibilities. Experience: Knology Communications 2007-2012 I held progressively responsible positions as a Knology Communications national service representative for business telecommunications broadband services. - Technical Support Representative (one year 2007-2008) I was responsible for handling the national call centers customers concerns regarding cable, phone, and internet billing and invoice issues, products orders, service calls, as well as resolving technical issues with internet, cable, and telephone service installation in multiple states and multiple markets. I logged types of calls received and documented customer concerns, wrote up their technical issues and provided customer resolutions. I routed service, installation, and maintenance technicians to jobs as needed. I received and recorded payments by phone from customers. I created spreadsheets to document and track the locations of technicians nationally, and provided the status for department heads to review at their morning meetings. I tracked trends for areas without services in order to declare service outages. I used technical troubleshooting and communications skills to calm and satisfy worried customers and provided professional and courteous resolution focusing on customer satisfaction and retention. I was responsible for staying current on newly implemented changes and improvements. I employed my in-depth knowledge of Knology's products and services to insure high customer satisfaction. - Communications Representative and Customer Service Dispatcher (four years 2008-2012) I was responsible for dependably handling the difficult escalated calls from customers regarding cable, internet, and phone service, billing and technical issues. I logged and annotated all calls received for programming choices, prices, service and installation workflow for tracking purposes. I received and resolved calls from technicians in the field. I provided in-depth troubleshooting of Knology's VOIP telephone systems, high-speed internet and cable systems. I multitasked by fielding multiple calls simultaneously while configuring customer accounts, adding and removing services and equipment as needed. I routed service, installation, and field maintenance requests. I acted as the companys liaison at the call center between the customer, the field technician, and my supervisor or even the General Manager using strong verbal and written communications to maintain professionalism in stressful
- 2. 2 Other: situations. I demonstrated leadership qualities in a team environment by overseeing the training, development, and coaching of Knology Customer Service Representatives both verbally and written. Sitel Business Process Outsourcing 2004-2007 Customer Service Representative: Performed prompt diagnostics, trouble shot problems of internet computer users and answered customer inquiries. Performed Help Desk Services: Processed and resolved customer questions answering high volumes of calls concerning invoicing and billing, internet, video, and computer related user problems. The Help Desk required high verbal communication skills. Avondale Mills Manufacturing 1993-2004 Operated Lafer machine for sueding cloth. Inspected materials for defects to ensure quality manufacturing specifications Trained new hires to operate plant fabric manufacturing equipment using computers. U.S. Navy 1987-1991 - Held progressively responsible positions as an Aviation Ordnance Specialist: - E-1 Airman Recruit (6 months, equivalent to GS-01) Aviation Ordnance Recruit, I trained as an aircraft armament (weapons) specialists in charge of storing, servicing, inspecting and handling of all types of weapons and ammunition carried on Naval aircraft. Navy planes carry guns, bombs, torpedoes, rockets, and missiles to attack the enemy on the sea, under the sea, in the air, and on land. - E-2 Airman Apprentice (6 months, equivalent to GS-02) As an Aviation Ordnance Apprentice, I received, inspected, packaged, stored, handled, and processed for shipment: airborne weapons, air launched torpedoes, aerial mines, and ammunition. I tested, assembled, fuzzed, loaded, downloaded, armed, and de-armed airborne weapons, torpedoes, and mines for aircraft carriage, and received, inspected, stored, loaded, and downloaded sonobuoys. I performed authorized maintenance on airborne weapons, aircraft guns, and targets. I received, inspected, inventoried, configured, tested, and maintained the Armament Weapons Support Equipment (AWSE), the Ordnance Handling Equipment (OHE), and the materials handling equipment. - E-3 Aviation Ordnance Airman (6 months, equivalent to GS-03) As an Aviation Ordnance Airman, I tested and maintained aircraft armament release and control systems, and inspected and maintained conventional ordnance magazines and Ready Service Lockers (RSL). I maintained and operated the magazine sprinkler systems, and I maintained and operated the aircraft carrier weapons elevators. I performed preventative maintenance and inventoried small arms weapons. I managed accounting systems, reworked various airborne weapons/systems/equipment, and conventional weapons qualification and certification programs, afloat and ashore. I prepared, reviewed, maintained, and inspected for compliance with directives and reports applicable to Notice of Ammunition Reclassification (NAR), High Energy Radiation Hazards to Ordnance (HERO), Weapons Certification Program, and Explosive Handling Certification Program.
- 3. 3 - E-4 Aviation Ordnance Petty Officer (2.5 years, equivalent to GS-04) As an Aviation Ordnance Petty Officer, I lead a military team of Aviation Ordnance Specialists responsible for the safe handling/arming of live aircraft ordnance aboard a U.S. Navy aircraft carrier. I took responsibility and accountability for overseeing and managing the ammunition and ordnance inventory of the entire aircraft carrier. I trained and mentored new recruits on sea deployments. I reviewed and closed out the organizational documentation on a daily basis. I oversaw and inspected the operability and serviceability of all aviation ordnance for the entire carrier. I wrote daily reports and submitted them to the Aviation Control Station. I provide oral briefings to the Chief Petty 0fficer and the Ordnance Handling Officer (O5 Commander Gun Boss). I kept a data base of the daily running inventory by serial number of every weapon and round live or expended for every weapon system and aircraft for the entire aircraft carrier. I made a written report to describe the damage of weapon systems and made recommendations to the Lieutenant on maintenance and repair procedure options based upon my alternative analysis. I logged noted discrepancies in the maintenance log books, made data entries into the inventory and maintenance data bases, and submitted daily reports both in writing and orally to the Ordinance Handling Officer. Type 40 WPM Education: Awards: References: Aiken Technical College Computer Technology, Programming and Networking High School Graduate, Midland Valley Langley, South Carolina. Armed Forces Expeditionary Medal for participation in a U.S. Military Campaign of combat operations and combat support operations Meritorious Unit Commendation Flag Letter of Commendation National Defense Service Medal for serving honorable during a National Emergency declared during a time of war or conflict Sea Service Deployment Ribbon (2nd) Navy Battle Efficiency Ribbon DD Form 214 Honorable Service to the U.S. Department of Defense Dr. Neal M. Askew, Principal Investigator, Savannah River National Laboratory, Home: 803-649-1231, Cell 803-725-8053