1. James M. Powell, Jr.
684 Clover Drive Home: (859) 359-5551
Covington, KY 41015 jmpjr61570@gmail.com Cell: (859) 609-1674
Seeking to obtain full-time position in Management
Qualification Highlights
 Improve the operational systems, processes and policies in support of organizations mission -- specifically, support
better management reporting, information flow and management, business process and organizational planning.
 Manage and increase the effectiveness and efficiency of Support Services, through improvements to each function as
well as coordination and communication between support and business functions.
 Play a significant role in long-term planning, including an initiative geared toward operational excellence.
 Invoicing to funding sources, including calculation of completed units of service.
 Payroll management, including tabulation of accrued employee benefits.
 Disbursement of checks for agency expenses.
 Organization of fiscal documents.
 Regular meetings with Senior Management around fiscal planning.
 Supervise and coach team on a weekly basis.
Technical Qualification
o Troubleshooting
o Mechanical Reasoning
o Mathematics
o Network Design
o Windows Administration
o Linux Administration
o Project Management
o Network Security
o Client/Server Technology
o Sales Support
o Executive Management
Northern Kentucky University, Highland Heights, Kentucky May 2013
 Bachelor of Science in Computer Information Technology
 Minors in Business Informatics
 Minors in Sociology
LouisvilleTechnical College, Louisville, Kentucky 1993
 Computer Aided Drafting Certificate, 15 hours
United States Army, Washington, DC 1989-1997
 Primary Leadership Development Course, Basic and Advanced Electricity, Wire Diagramming, Advanced training on
computer analysis equipment
 Safety and hazard material procedures
Experience
Staples 7910 Kentucky Drive Florence, KY 2016
Operation Team Manager
 Managed the customer interactions of associates and ensure consistent customer service for our customers by
empowering associates to provide superior customer service and by providing the resources, support and
information necessary for associates to achieve this goal.
 Interviewed, hired and developed associates, wrote performance appraisals and administered coaching and
counseling as needed.
 Built an empowered team by monitoring contacts, providing feedback, analyzing and responding to data collected and
collecting data to use in driving superior customer service and team goals.
 Communicated pertinent information in an organized, logical, timely and effective manner at all levels of the
organization. Motivated and developed by providing a supportive, challenging work environment that offered
opportunities for growth and recognition, with a focus on career development.
 Managed resources effectively to support the customer service goals. Assisted in achieving center financial, service,
quality and productivity goals by managing relevant metrics.
 Ensured vendors were complying with Staples customer service standards.
 Resolved escalated issues with external customers.
 Communicated all pertinent information to direct reports and stakeholders in an organized, logical and timely
manner.
Education

2. Staples 7910 Kentucky Drive Florence, KY 2015
EasyTech Operation Manager
 Managed the agents to achieve all required productivity and time standard metrics. Leveraged reporting to
understand opportunities among the team and coach and counsel to improvements. Managed a telecommuting model
of agents.
 Partnered with the field agents to understand needs and improvements for the matrix. This included managing
adoption rates and working to ensure all stores were using the Matrix properly. Worked closely with field
management to assess and meet their needs.
 Handled all service or agent related escalations that come into the team. This included any counseling required for the
agents.
 Managed the scheduling of agents to handle the volume and workload. This included assigning the community cubes
for all shifts. Achieving the proper completion rates was the responsibility of the Matrix manager.
 Worked closely with the Staples EasyTech Home Office team to manage to the priorities of the business. This included
tool changes, system changes, and offering changes.
 Leverage technology and the knowledge available in the industry to have an understanding of the Technical Services
field and its evolution. This allowed management to communicate properly with their technicians.
Staples 7910 Kentucky Drive Florence, KY 2014
Senior EasyTech Agent
 Completed PC setups for new customer equipment (installing software, setting up accounts, product registration, and
removal of unwanted programs).
 Virus removal (removal of malware and bloat programs, edit system registry, manage A/V software).
 Custom configurations.
 Employees training (develop new policies and procedures for daily workflow and best practices for peers and
subordinates, train existing and new hire employees on all aspects of work and company expectations/policies).
 Supervised Level One Techs for job performance and escalation of trouble tickets.
 Documenting of all work performed by job/order.
 Diagnostics (determine if problems are hardware or software related, root cause analysis).
 Evaluated and completed jobs escalated from Level One Techs.
Lexington Veterans Affairs Health Administration 2013
 Information Management Work Study
 Provided IT customer support services essential to the effective performance of VA systems.
 The work involved the planning and delivery of technical support services, including troubleshooting, installation,
removals, moves, systems knowledge assistance and/or training in response to customer requirements.
 Worked in two areas within Information Management.
o Network: Upgrading, installing and troubleshooting networks, networking hardware (Cisco) devices and
software.
o Hardware: Executed workstation replacement known as Dell deployment (200 units). Assisting clients with
data and personal settings migration as part of the deployment. Moving and inventorying equipment (PCs,
laptops, and network printers) within and/or between facilities. Upgrading operating systems with other
programs with imaging. Resolving network communication problems including troubleshooting line
connectivity. Appropriately destroying sensitive data. Assisting other technicians as needed to include
instructing and designing weekly CompTIA A+ classes.
United States Army, Washington, D.C. 1998
Indiana Army National Guard, New Albany, Indiana 1989 to 1996
 Maintained battalion vehicles and mechanized equipment. Ordered/inventoried replacement parts. Completed
preventative maintenance and light/heavy repairs.
 Established professional relationships with natives of Bosnia and Germany.
 Designed and instructed computer software classes in Microsoft Office (Word, Excel, PowerPoint, and Access), email,
and Lotus to employees at Walter Reed Army Medical Center's Distance Learning Center.
 Completed Primary Leadership Development Course. Appointed hazardous materials coordinator in advance of
regular promotion schedule. Lead mechanic for two years. Floor supervisor for three years.
James Powell Woodworking, Phoenix, Arizona 2003 to 2008
 Owned a custom woodworking shop, completing all facets of operating a small business.
 Utilized strong oral and written communication skills to maintain customer relationships.
 Developed and executed a Safety strategy.
 Developed and executed a Quality strategy.
 Developed and executed a Continuous Improvement strategy.

3.  Recruited and scheduled a staff of eight employees from diverse backgrounds.
 Highlighted in Phoenix Home & Garden magazine's Masters of the Southwest edition.
Nance Construction, Phoenix, Arizona 2002 to 2003
Paul Perry Trim Company, Phoenix, Arizona 2001 to 2002
 Built and installed custom woodworking projects.
 Completed assignments with minimal supervision while fulfilling time and budget requirements.
 Exceeded company standards for on-time performance.
 Facilitated local building code inspections and completed any necessary remediation.
Self Employed
Alpha Omega Construction Company, Louisville, Kentucky 1990 to 1996
Freelance Home Repair and Remodeling Specialist, Gaston, North Carolina 1998 to 2001
 Built new homes and remodeled existing structures to include all estimation and budgeting of projects, scheduling,
and site management.
 Designed business databases for bookkeeping and personnel information.
 Completed designs for room additions and exterior structures using computer-aided design software.
 Maintained customer and vendor relationships while managing a staff up to 21 employees.
 Recruited and trained new employees (trained for job-related skills as well as basic math, how to read blue prints,
safety, etc).
 Maintained equipment assets, including preventive maintenance details.