Charles Gilbert
Waldorf,Maryland
Summary
Professional offering several years in technical support and customer care. Accurately responded to various customer questions, concerns and technical needs. Consistently maintained professional demeanor and applied customer service methods to assist customers. Self-motivated Data Analyst offering several years of leadership experience across various industries. Methodical with significant experience in data mining and statistical analysis. Excellent problem-solver with history automating processes and driving operational enhancements.
Overview
34
34
years of professional experience
Work History
Data Analyst
Arch Systems Inc
Baltimore, MD
03.2021 - Current
- Provided data-driven solutions to support decision making.
- Gathered requirements from stakeholders to design data models and reports.
- Provided technical assistance to customers over the phone and via email.
- Resolved customer inquiries related to hardware, software, networking, and other IT issues.
- Maintained oversight of help desk tickets on a daily basis, ensuring timely response to customer needs.
- Reviewed existing systems processes to identify areas for improvement or automation opportunities.
Field Supervisor
US Census Bureau
Waldorf, MD
01.2020 - 10.2020
- Ensured quality assurance standards were met by monitoring the accuracy of data collected in the field.
- Managed workflow processes between teams in order to ensure timely completion of tasks.
- Recruited enumerators from a variety of sources including community organizations and job centers.
- Maintained records related to personnel management such as time sheets, payroll documents, leave requests.
- Organized and facilitated meetings with local government agencies to discuss census operations.
- Monitored daily performance reports to identify potential discrepancies in data collection efforts.
- Conducted weekly site visits to check progress of census operations in assigned areas.
Residential Operations Manager
Pavement Company
WALDORF, Maryland
03.2017 - 10.2019
- Use Street Eagle analytics tool for tracking vehicles and clients
- Analyze Street Eagle mobile capabilities
- Analyze and use Dispatch Me mobile capabilities for tracking customers and clients
- Identify technology weaknesses and areas of improvement
- Analyzed financial statements, sales reports, and activity data to evaluate productivity levels and track goal attainment.
- Manage staff, preparing work schedules and assigning specific duties
- Locate, select, and procure merchandise for resale, representing management in purchase negotiations
- Creating and executing effective product-marketing strategies through advertising campaigns and sales promotions
- Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
Transportation Manager
LifeStyles Of Maryland
La Plata, Maryland
09.2015 - 03.2017
- Use Charity Tracker analytics tool to support shared case management
- Use Charity Tracker analytics tool to gather and report statistical data for resource development
- Analyze expenditures and other financial information to develop plans, policies, or budgets for increasing profits or improving services
- Negotiate and authorize contracts with equipment and materials suppliers, and monitor contract fulfillment
- Promote safe work activities by conducting safety audits, attending company safety meetings, or meeting with individual staff members
- Recommend or authorize capital expenditures for acquisition of new equipment or property to increase efficiency and services of operations department
- Direct and coordinate, through subordinates, activities of operations department to obtain use of equipment, facilities, and human resources
- Identify or select transportation and communications system technologies to reduce costs or environmental impacts.
Process Improvement Research Analyst
independent consultant
Rockville, Maryland
04.2015 - 08.2015
- Research CMMI for Services best practices to be applied to organization
- Establish alignment between CMMI for Services with ISO 20000 standards
- Review procedures for applying CMMI for Services requirements prior to SCAMPI assessment.
Operations Manager
Seal Pros Inc
WALDORF, Maryland
03.2013 - 03.2015
- Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades
- Direct and coordinate organization's financial and budget activities to fund operations, maximize investments, and increase efficiency
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary
- Control operational budget and expenditures.
Product Service Manager
Lowe's Home Improvement
WALDORF, Maryland
03.2007 - 08.2012
- Monitor and analyze sales records, trends, or economic conditions to anticipate consumer buying patterns and determine what the company will sell and how much inventory is needed
- Analyze environmental aspects of competing merchandise when making buying decisions
- Examine, select, order, and purchase at the most favorable price merchandise consistent with quality, quantity, specification requirements and other factors
- Monitor competitors' sales activities by following their advertisements in newspapers or other media
- Train or supervise sales or clerical staff
- Consult with store or merchandise managers about budgets or goods to be purchased.
Assistant Store Manager
Home Depot
WALDORF, Maryland
12.2003 - 09.2007
- Analyze information obtained from management to conceptualize and define operational problems
- Study and analyze information about alternative courses of action to determine which plan will offer the best outcomes
- Develop business methods and procedures, including accounting systems, file systems, office systems, logistics systems, and production schedules
- Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives.
Store Manager
Circuit City Stores Inc
Beltsville, Maryland
06.1994 - 12.2003
- Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
- Manage staff, preparing work schedules and assigning specific duties
- Direct and coordinate organization's financial and budget activities to fund operations, maximize investments, and increase efficiency
- Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary
- Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
Machinist Mate
United States Navy
San Diego, California
10.1990 - 10.1992
- Conduct comprehensive analysis on various alternatives to identify optimal strategies
- Developed concise yet comprehensive reports for senior management, highlighting problems and providing actionable recommendations
- Evaluated the breakdown of complex systems into distinct components, assessed the assigned numerical values for each part, and explored the underlying mathematical relationships
- Observe the current system in operation and gather and analyze information about each of the parts of component problems, using a variety of sources.
Education
Business -
Remington College
05.1996
Completed coursework towards Pre-Med -
Southern Illinois University
01.1993
Skills
- Project Management
- Conceptual Application Design
- Problem Solving
- Opportunity Identification
- Data Validation
- Technical Analysis
- Process Improvement
- Technical Writing
- Reporting Tools
- Business performance analysis
- Attention to Detail
- Compatibility Testing
- Report Preparation
- Microsoft Access
- Clear and Concise Communication
- Customer service expert
- Excellent Communication
Timeline
Data Analyst
Arch Systems Inc
03.2021 - Current
Field Supervisor
US Census Bureau
01.2020 - 10.2020
Residential Operations Manager
Pavement Company
03.2017 - 10.2019
Transportation Manager
LifeStyles Of Maryland
09.2015 - 03.2017
Process Improvement Research Analyst
independent consultant
04.2015 - 08.2015
Operations Manager
Seal Pros Inc
03.2013 - 03.2015
Product Service Manager
Lowe's Home Improvement
03.2007 - 08.2012
Assistant Store Manager
Home Depot
12.2003 - 09.2007
Store Manager
Circuit City Stores Inc
06.1994 - 12.2003
Machinist Mate
United States Navy
10.1990 - 10.1992
Business -
Remington College
Completed coursework towards Pre-Med -
Southern Illinois University
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