Charles K. Maddox has over 15 years of experience in customer service, technical support, and leadership roles. He has worked for Knology Communications, Sitel Business Process Outsourcing, and Avondale Mills Manufacturing. Maddox also served for 4 years in the U.S. Navy as an Aviation Ordnance Petty Officer, where he led a team and oversaw aviation ordnance inventory. He is proficient in Windows, Mac, Linux, Microsoft Word, and Excel. Maddox seeks a position involving responsibility, teamwork, and growth.

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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 center’s 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 company’s 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

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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.

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- 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