Ian Inniss-Thompson has over 16 years of experience in customer service roles ranging from engineering network technical support to business continuity/disaster recovery. He has held positions such as armed security officer, business advocate, retail store manager, business continuity manager, and network technical support representative. Inniss-Thompson also has experience training new hires and sales associates in customer service, technical support, and navigating customer information systems.

1. Ian Inniss-Thompson
5719 Crowntree Lane #108, Orlando, Florida 32829
ianinnissthompson@yahoo.com 315-250-6600
Professional Summary
Over 16 years in Customer Service experience ranging from Engineering Network
Tech Support, Business Continuity/Disaster Recovery preparedness and
deployment as well as Training and Development.
CAREER HIGHLIGHTS
• 2013 to Present Securitas USA - Orlando FL
Armed Security Officer - Responsible for Professional Security protection,
safeguarding, safety, and security of assets, property, personnel, customers and
all visitors, at various client locations and businesses.Perform all appropriate
related duties, as directed.
• 2013-2013 Windstream Communications - Maitland, FL
Business Advocate - Responsible for the growth and retention of abase of
business customer class customers. Responsible for up selling accounts by
adding new services and features, renewing customer contracts, and reducing
customer churn by employing competitive defense and save strategies..
• 2010-2011 MetroPCS, Communications - Fort Pierce, FL
Retail Store Manager - Managed MetroPCS Retail Stores and supervised sales
associates. Responsible for staffing as well as training and development of
sales associates that included customer service/customer care and technical
training. Responsible for monitoring sales and inventory as well as tracking
store sales activity. Responsible implementing new store programs and
initiatives to maximize the full potential of the sales team.
• 2004-2008 Sprint-Nextel Communications - Maitland, FL
Business Continuity Manager - Managed the Sprint-Nextel (EOC) Emergency
Operation Center and provided emergency telecom during times of disaster.
Planned the restoration of critical cell sites serving EOCs, Homeland Security and
FEMA staging and logistics areas. Served as the Sprint-Nextel national point of
contact for DHS, FEMA as well as State, County, Municipal EOCs and first
responders to include the Red Cross.
• 2000-2004 Sprint-Nextel Communications - Maitland, FL
Network Technical Support Rep – Provided Network Tech Support for Sprint-
Nextel Engineering to ensure the timely restoration of cell sites. National Tech
Support Group (NTSG) was the point of contact for both corporate and customer
RF Engineering cell site outages. Investigated and corrected domestic and
international routing, dialing and porting issues

2. • 1998-1999 Geotek Communications - Long Island, NY
GPS InstallationTechnician – Installed GPS tracking systems in customer
fleet of vehicles and installed Geotek GPS database at customer location
• 1995-1997 Bell Atlantic Nynex Mobile Communications - Fairfield, NY
Training and Development Manager - Trained installers how to install cell
phones in fleet vehicles
• 1993-1994 Publishers Circulations – New York Times - Hackensack, NJ
Training Manager - Trained new hired CSRs customer service skills and how to
navigate the Customer Information System for the NY Times
EDUCATION
• 2012 Morris County Police Academy, Morris, NJ - Emergency Medical Dispatcher
Certification
• 2012 Butler Police Department, Butler, NJ - 911 Telecom Officer Certification
• 1994-1995 Dover Business College - Paramus, NJ Computer Upgrade/Repair and
I/O systems
• 1986-1989 Indian River Community College, FL Police Academy and Advanced
Law Enforcement Studies
MILITARY
• 1981-1986 United States Marine Corps
Telecommunications Operator/Wire Line Installer
Honored Recipient - Meritorious Mast Honorable Discharge