Bruce Anthony (Tony) Bonaparte

Virginia Beach, VA  23456

(912) 850-0977 / bonaparte98@gmail.com

OBJECTIVE:   Cybersecurity Analyst / Information Technology Specialist

EXPERIENCE SUMMARY

• 10 years, United States Navy, Damage Controlman(E-5), Honorable Discharge: 09/07
• 6 years, United States NavyReserves, Construction Mechanic (E-5); Honorable Discharge, 09/15
• 5 years, FiberCustomer Support Analyst (telecommunications)
• 2 years, Program Management(military, telecommunications)
• Clearance: DoD, Secret (last adjudicated: 2011, expired: 2021)
• Passport: United States Citizen (10/10; Expires: 10/20)

EXPERIENCE PORTFOLIO

06/17 – present, Senior Coordinator (Customer Support)

Verizon, Hampton, VA

• Manage11 staff members per shift, including six Fiber Customer Support Analysts responsible for client first tier / primary troubleshooting for data, video and VoIP issues via customer’s account in Wizard (internal ticketing system) to perform series of steps to resolve technical concerns via agents access to account in Integrated Verizon Activation and Provisioning Platform (iVAPP) / Passive Optical Network (PON; feeds 32 customers with voice, video and data capabilities) and five Senior Coordinators responding to clients via social space via Sprinklr software that seeks / retrieves key words with #Verizon to respond and provide troubleshooting privately
• Resolve network issues with >400 customers per day via social media platforms, including Twitter (~250), Facebook (~75), YouTube (~115), and Google as subject matter expert (SME) point of contact (POC) for technicalissues, in addition to internal channels such as Verizon Forums (~50) and Digital Subscriber Line(DSL; ~25) reports (retired YouTube, Google, and Verizon forums moved to new communications platform, Lithium)
• Manage/ supervise / schedule / monitor six Tier II SMEs, as senior coordinator for network trouble-shooting, including business development; address network, video, Voice Over Internet Protocol (VoIP) concerns; protect Personally Identifiable Information (PII) and Customer Proprietary Network Information (CPNI) while safeguarding client account and preventing intrusive troubleshooting; perform random audits for customer call quality assurance and SME performance with appropriate tools; advise SMEs on customer service, tailoring clients’ IT needs; approve applicable credits to client accounts
• Develop / deliver nightly report for six senior coordinators per shift with data on team manning levels and average response time, ensuring meeting of service level agreements(SLA), resulting in customer engagement scores of 4.0+ (95%+), with average resolution in <3 minutes (2m38s), engagement at 100%, and survey scores of ~4.7 (highest shift records) 1,000-1,500 customers per shift; recognize and report spike trends to fiber network operation center (FNOC) for trouble-shooting of potential equipment failure(s)
• Mentored 25+ employees with defining career goals and ambitions within company and for educational goals, resulting in two completing MBAs (in last five years), 10 employees completing Cisco Certified Network Associate(CCNA) certifications, and four achieving undergraduate degrees

09/15 – 06/17, Executive Relations / Supervisor Escalations (Team Leader)

Verizon, Hampton, VA

• Managed / supervised escalations team specializing in and responsible for ‘irate’ clients and trouble-ticket issues, forwarding issues to SMEs / supervisors to resolve; perform investigationsfor potential disciplinary actions for staff; resolve Verizon technical issues for senior executives / celebrities for resolution escalations needing unique exceptions (collaborated with engineering to fulfill celebrity requests for Fios services), high-ranking government officials, federal, state, or local municipality issues, and or consumer organizations (Federal Communications Commission (FCC), Better Business Bureau (BBB), State Board of Public Utilities); log calls/concerns auditing customer service resolutions
• Conduct Root Cause Analysis(RCA), review / audit calls for accuracy; forward issues to legal team for potential litigation cases; recommend removal of services for unprofessional clientele; update trouble-shooting threads in resolutions database; complete process, followed by 72-hour confirmation Managed 19 fiber customer support analyst, tier II, service professionals troubleshooting for network deficiencies for Fios Internet, voice and video services, resolving trouble-tickets on the Consumer Executive Relations System (CERS), conducting 30-40 chats circa every four hours, resolving high level ~60-70 cases per shift with high-level action requirements including fiber optic and slow DSL speeds, liaising with central office and network field technicians to schedule new copper lines installed to stabilize network issues; investigate ‘loop lengths’ (cable between pole to delivery site); coordinate with engineering to ensure multi-unit buildings have properly working service; resolve billing questions, including shipping additional equipment (e.g., wireless extender); additionally resolving on-going working cases via CERS portal
• Responsible for high-level communications, including grammatically correct emails; reporting to Vice President of Technical Operationsand liaising with executives and dignitaries (‘friends of executives’; about four per week), including reports on adequate wireless signals to working with Fiber Network Operation Center (FNOC) and same week technician scheduling for home visits to VIPs
• Compile and confirm employee and tasking / responsibility scheduleweekly / daily tasks to each technician; designating POC for high-visibility emails and correspondence to executives and dignitaries; ensure responses to inquiries within five minutes of client correspondence, resulting in current status of under 60 seconds; closed >35 CERS cases daily with “0” follow up time slots required
• Identify trends (e.g., reduction by 8% of requests by front-line techs for trainingdue to on-the-job training in place; increased customer satisfaction from agents of 4.2 on 0 scale (02/16 – 06/17)
• Coordinate with department supervisors in Potomac and Mid-Atlantic regional offices, including: Silver Spring, MD, Pittsburg, PA and Northern Virginia, and District of Columbia (DC) area with ‘copper’ customers; liaise with field services to ensure appropriately trained copper line technician SMEs available for recurring issues; report agent tools, conversation, elevated assistance requests, trouble-shootingdocumentation weekly
• Coordinate and offer weekly floor trainingfor ~150 front-line technicians in addition to formal training provided by Verizon trainers; communications reiterate benefits of tools to resolve customer concerns
• Initiated the ‘invalid chat report,’ sent to call-centersupervisors to advise of ‘frequent flyers’ (customer issues), to identify trends, needs for better equipment, call control, and specialized customer service processes, resulting in 8% decrease in client chat requests; initialized process to train new hires

09/13 – 09/15, Fiber Customer Support Analyst

Verizon, Hampton, VA

• Performed customer service via phone, e-mail, or internally-created ticket, help-requests for clients’ requests and questions to resolve network deficiencies per networkingprotocols, e-mail technologies, exchange server configuration, accessing device files, and operating system navigation for Windows, Unix/Linux, OSX operating systems, resulting in increased Tier I, resolutions from 71% to 80%
• Guided >20 telephonic-based client installationsdaily for Internet, video and Session Initiation Protocol (SIP) calling equipment, including educating client for optical network terminal (ONT), testing speeds (100MBps), personal routers, mac filtering, installing Verizon Internet Security Suite, TV box connectors, MacAfee powered devices, and IP address recognition; adjusting of 50/50 Mbps up-/down-streaming, regulation for number of devices on account per customer’s needs
• Performed business development (personally) for increased / add-on services while resolving client concerns, device use, and band-widthspeeds, resulting in $420K increased revenue in first year under the Lead To Succeed business development and sales program in Hampton’s fiber solutions center tailor Verizon goods / services to consumer demands; coordinated customer solutions with technicians for program referral; educated technicians for use of sales system and functions; coordinated >200 technicians including two technicians working in the Dominican Republic selling >$800K each to raise ~$5.8M for FY2015, exceeding goal of $4.4M and all other Potomac region divisions
• Developed / administered weekly trainingto strengthen team knowledge of policy changes and techniques enabling technicians analyze opportunities / educate customers
• Developed trainingmaterials (20% of time); trained technicians in this call center (once a week) policies, procedures, tools, customer service insight, new products, and services for ~150 learners

09/09 – 09/15, Construction Mechanic 

United States Navy Reserves, Commander Sixth Fleet, Naples, Italy

• Responsible for repairs / maintenancefor bulldozers, cranes, and heavy-duty trucks used to transport goods and supplies to bases in deployments in Afghanistan, with equipment values in the millions
• Researched, reviewed, audited, planned, staffed, and directed mission critical projects for Personnel Qualifications Standards (PQS) for service members considered for projects (e.g., HAZMATcertifications for handling fuels and solvents) ensuring 100% qualifications for materials and personnel for job tasks performed for E-7 and below staff;  estimated resources / participants to achieve goals
• Estimated material resources needed before six-month deploymentto Afghanistan as construction mechanic SME; ensure internal combustion engine (ICE) equipment and diesel engine equipment accounted for / ready for deployment; supervised repairs from full engine repairs to tire replacement
• Plan for and logistically transmit needs for equipmenthazardous materials (e.g., oils, lubricants, fuels); inventory HAZMAT, review preventive maintenance schedules for equipment, determine quantities of materials to complete scheduled maintenance, coordinate metrics and requests to supply depot for replenishment to ensure ‘just-in-time’ and on-hand materials; prepared progress reports, time records, and schedules for projects including Maintenance and Material Management (3M) assessments (with ~96% accuracy rating) as 3M manager
• Managed ~25 Seabee subordinates in shop, responsible for servicing / maintain Internal Combustion Engine (ICE) and diesel equipment(motorized equipment), from oil changes to replacing a motor; scheduled shifts; managed watch rotation; repaired equipment hit by Improvised Explosive Devices
• Developed material / created / performed trainingweekly with pro-active / preventative maintenance schedule for training topics; review checklists / review procedures; use random scheduling assignments for evaluations for 12-15 learners per session
• Managed physical identity and security program; provided SMEtechnical and operational support to identify hazards and implement countermeasures; check credentials, perform badge assignments, document visitors; assist service members with Standard Form 86 and input data for clearance adjudications via Joint Adjudication System (JPAS) as well as arbitrate clearance levels; inventory secured safes levels of safety and protection for cleared document holding and change combinations upon command changes; obtained a 98% rating for records viewing safety for cleared information and 100% accuracy in department safe inventory records

06/08 – 08/09, Freight Conductor, CSX Transportation, Atlanta, GA

• Responsible for quality assuring compliancewith train orders, signals, and railroad rules and regulations for safety, operations, and the Federal Railroad Administration (FRA), via instructions from dispatchers and yardmasters, and with locomotive engineer and train crew; inspect car equipment
• Assist and instruct train crews to couple and uncouple cars, operate switches, and make minor repairs to railcars, including replacing heavy couplings or air brake hoses; operate locomotive equipment

10/07 – 06/08, Intermodal Service Worker, CSX Intermodal, Fairburn, GA

• Responsible for quality assuring compliancefor safety to prevent workplace injuries and accidents
• Responsible for gate inspections, equipmentsecurement, hostler driving, and crane operations; operate Hostler truck to maneuver intermodal containers within terminal, Inter-box connector (IBC) cart driven between tracks to lock/unlock containers, and Gantry Crane used to load/unload rail cars

12/96 – 10/07, Damage Controlman (E-5)

United States Navy, USS Carney DDG-64, Mayport, FL

• Planned, supervised, scheduled, oversaw, and performed tasks to maintain ship stability, ensure preservation of watertight integrity, acquire fire-fighting and chemical, biological, and radiological (CBR) defense equipment; performed maintenanceand repair of watertight closures and assorted fittings as supervisor of the damage control shop aboard the ships, USS John Paul Jones (DDG-53), USS Dextrous (MCM-13), and USS Carney (DDG-64), including some Top Secret security clearance spaces; operated / repaired / maintained Halon systems, portal fire suppression equipment, damage control equipment and CBR defense equipment
• Supervised nine personnelfrom each ship’s division (operations and supply) responsible for equipment in specific areas (e.g., portable fire-fighting equipment Purple-K (PKP), dry chemical fire suppression agent); supervise division sailors from each department for training on preventive / corrective maintenance on equipment, become basic damage control qualified, undergo evaluations for qualifications, and testing for knowledge and comprehension; perform annual performance evaluations, as well as conduct disciplinary action for ~355 sailors (aboard the 550’ ship, USS Carney)
• Trained sailors on chemical biological and radiological materials, including nerve agents (e.g., VX, Sarin), Atropine injections, Advanced Chemical Protective Garment (ACPG), fire-fighting, flooding / patching, ballast and trim metrics, and water to fuel ratios as CBRNE SME; trained / coordinated damage control parties as Damage Control Training Team (DCTT) member (e.g., fighting engine room fires; activating Halon suppression system, halting ventilation to remove oxygen from fire tetrahedron, applying fire-fighting agent to Class A, B, C, and D fires; recovery from helicopter crash / fires on deck and activating Aqueous Film Forming Foam (AFFF) system; keep ammunitioncool while removing personnel

FORMAL EDUCATION

• 05/18 – present, Master’s Degree, Business Administration,Maryland University College, Adelphi, MD; GPA: 3.25, Anticipated graduation: 05/19; Courses: Ethical Leadership in Organizations and Society, Effective Financial and Operational Decision Making, Marketingand Strategy Management in the Global Marketplace, Communicating, Problem Solving and Leading in Professional Fields, Innovation Through Marketing and Technology and Strategic Decision Making
• 05/18, Master’s Degree, Science and Information Technology (Information Assurance),Maryland University College, Adelphi, MD; GPA: 3.25; Courses: Information Security& Assurance, Network & Internet Security, Cryptology & Data Protection, Intrusion Detection & Intrusion Prevention, Information Systems Analysis, Modeling, & Design, Computer Forensics, The Law, Regulation & Ethics of Information Assurance, Computer Systems Architecture, Information Technology Project Management, Information System Infrastructure, Computer System Infrastructure
• 06/12, Bachelor of Science, Cybersecurity, Maryland University College, Adelphi, MD; Courses: Foundations of Cybersecurity, Cyberterrorism & Cyber Crime, Security Policy Analysis, Information System Security Mechanism, Ethical Hacking, Security Policy Implementation, Practical Applications in Cybersecurity, Management & Policy, Foundations in Information Systems Security, Fundamentals of Networking, Information System Architecture, Introduction to Problem Solving & Algorithm Design, Computer-Based Systems, Information Systems in Organizations, Ethics in Information Technology

CAREER TRAINING / CERTIFICATIONS / HARDWARE / SOFTWARE / TECHNICAL / COMPUTER

• 2018, Graduate Certificate, Information Assurance, University of MD University College, Adelphi, Maryland
• 2015, CompTIA Security +and CompTIA Network +, CompTIA, Washington, DC
• 2012, Undergraduate Certificate, Information Assurance, University of Maryland University College, Adelphi, MD

• Common Desktop Agent(CDA)
• Disk Operating System (DOS) Commands
• Microsoft Office: Word, Excel, PowerPoint, Outlook
• Remote Desktop Sharing(Go to Assist)
• Snort
• Sprinklr
• Wireshark

AWARDS / VOLUNTEER / COMMUNITY / TRADE ORGANIZATIONS

• 2016 – 2017, Volunteer, Omega Psi Phi Fraternity, Inc. Decatur, GA; raised $28K+
• 06/12 – present, Member, Omega Psi Phi Fraternity, Inc. Birmingham, U.K.
• Navyand Marine Corps Achievement Medal

KEY & TRANSFERABLE SKILL WORDS: account, adjudications, agreements, ammunition, Analysis, assessments, audit, band-width, center, combustion engines, communications, CompTIA, configuration, Copper wire, Customer Service, Cybersecurity Analyst, database, deployment,dispatchers, engineering, equipment, FCC, Fiber Optic, government, Hazardous materials (HAZMAT), Information Technology Specialist, Infrastructure, inspections, installations, Internet, inventory, investigations, Joint Staff, litigation, maintenance, Management, Marketing, metrics, municipality, Network / networking, Operations, Optic Fiber, patching, personnel, platforms, portal, program management, project management , Protocol, quality assurance (QA), regulations, safety, schedule, scheduling, SME, staff, Supervisor, switches, system, technical, telecommunications, testing, ticketing, Tier I / Tier II, training, Transportation, trouble-shooting, VoIP, wireless