1. 15042 Truman
Manor Lane
Waldorf, MD 20601
240-682-3280
keithahopps@comcast.net
KeithA.Hopps
Professional
Profile
The 30 years of experience Ihave in providing excellent customer
service will propel me as Help Desk Support. My experiences of
working with software engineers and programmers has infused
me with exceptional skills in contributing to team cohesion and
collaborating withall levels of leadership.Iam highly adaptable to
IT levels ranging from wafer creation to software implementation.
I thrive in providing information in a readily, accessible manner.
While working in the Rail Operations Central Control of Metro, I
cross trained in several help desk environments.I have received
instruction in many safety disciplines and I have previously
certified as a Hazmat Technician. Iam a veteran and a Veterans
Retraining Assistance Program (VRAP)recipient.
Career
Highlights
 Created workaround - alternative purchasing method to circumvent
software glitches, empowering customers to achieve their goals.
 Assisted customers, engineers, and contractors in the correction of
flawed code during the rollout of the new Smartrip media.
 Suggested proactive actions to mitigate repetitive injuries that
occurred as a result of Automatic Train Operation software failure.
 Identified faulty software programming that caused customer
complaints.
Experience 2013 – Present Lowe’s
Customer Service – Brand Management Team Member
 Provide product repair and installation assistance.
 Give hands on instruction on the use of software applications.
 Construct install and maintain vendor specific materials.
 Increased rough plumbing sales by 100%
2005–2012 (Retired) Washington Metropolitan Transit Authority
Washington, DC
Station Manager
 Identified faulty software that caused customer complaints.
 Recorded reports of faulty equipment, obtained Incident/Ticket
numbers and ensured item correction in a timely fashion.
 Appraised other employees of remedies to software glitches.

2. 2008 Washington Metropolitan Transit Authority Washington,
DC
Customer Operations Specialist-Rail Operations Control
 Responsible for ensuring the opening and closing of all Metrorail
stations.
 Dispatched police, medical assistance, fire and rescue.
 Received and logged incident reports and repair request from Station
Managers throughout the Metrorail system
 Created Parent/Child tickets for Incidents and ensured their
repair/replacement while informing the notifying agent of their status.
 Provided public address announcements for derailments train
movements, emergency situations and schedule information.
Updated rail, bus and equipment status via the web, the station
monitoring system and recorded phone system.
 Cross trained at the Maintenance Operations Control Desk – received
repair/replacement request for buildings, grounds, and equipment.
2003–2005 National Semiconductor Annapolis Junction, MD
Diffusion Operator/Hazmat Technician.
 Created color scheme chart forcertain wafer recipes.
 Member of Emergency Response Team.
 Operated furnaces, chemical dyes, cleaners.
 Tested and validated wafer conductivity
Education 2012 (full-time student )–2015 College of Southern Maryland
 AAS Information Services Technology.
 4.0 G.P.A.
 Honors Program, Dean’s List.
 Eligible for the Certificate of Technology
 Pursuing Degree.
Interests Religion: Elder, Church Of God In Christ, Technology, Writer:
two books, screenplay, stage play, many poems and prose
published, Martial Arts: 6th degree black belt.
Other
Information
USMC Veteran, experienced in the use of Microsoft Office
products including Excel, Word, PowerPoint and Visio 2013.
Pursuing A+ Certification in Networking, PC Security and PC
Maintenance. Certificates in PC Security and Maintenance.