David England
Tukwila,WA
Summary
Dedicated and respectful team member with a goal to utilize keen attention to detail, strong work ethic, and extensive professional experience to contribute to the continued success of Tacoma Public Utilities. Proven track record of loyalty and commitment, eager to continue serving the public in a meaningful way. Leveraging diverse skill set and unwavering dedication, confident in ability to make a valuable impact within the organization.
Overview
37
37
years of professional experience
Work History
Business Analyst
City of Tacoma
02.2004 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Utilized dashboards to monitor and track key performance indicators.
- Increased resource efficiency by analyzing detailed business requirements.
Customer Sales & Services Representative
Tacoma Power Click! Network
01.2003 - 07.2020
- Communicate with customers to provide quality information on Cable TV and internet service
- Includes billing, product selection, and troubleshooting, testing, issuing and receiving equipment
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Identified opportunities for upselling products or services, driving revenue growth and business expansion.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Corrections Officer 1
Washington State Dept. of Corrections
01.2002 - 01.2003
- Responsible for inmate accountability, enforcing rules and regulations, tracking inmate conduct, searching for contraband, and maintaining order and safety within a minimum security correctional institution housing 600 inmates
- Enhanced facility safety by conducting thorough security checks and monitoring inmate activities.
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
NETWORK SWITCHING SYSTEMS OPERATOR (Top Secret Clearance)
US Army
01.1988 - 01.1999
- Installed, operated, and maintained electronic switching assemblages, systems, and ancillary communications equipment; performed system and network operations; interpreted error codes to correct system faults
- Performed preventative maintenance on assigned vehicles and generators
- Supported business growth by scaling the network infrastructure to accommodate increased demand.
- Trained junior team members on best practices in network switching systems operation and management.
Education
CORRECTIONAL WORKER CORE ACADEMY -
Tacoma, WA01.2002
GENERAL STUDIES -
Weber State University
01.1982
Skills
- Expert in Customer Engagement
- Adapts Rapidly to Change
- Strong Attention to Detail
- Effective Communication
- Proactive Problem-Solving
- Collaborative Teamwork
- Collaborative Team Player
- Proficient Time Management
- Network Performance Analysis
- Proficient in Microsoft Office
- Accurate SAP Data Entry
- Process Gap Analysis
- Stakeholder Communication
- Data Evaluation
- Interdepartmental Collaboration
- Process Documentation
Awards Recognition
- Six Army Commendation Medals
- Five Army Achievement Medals
- Six Click Above & Beyond the Call of Duty for excellence in customer service
Technical Training Certifications
- Forklift Training & Certification
- Electric Utility System Orientation
- GTE Switching
- Network Switching
- Single Channel Radio Operator
- Interconnecting CISCO Devices
- Management & Leadership Development (1985 to 1999)
Timeline
Business Analyst
City of Tacoma
02.2004 - Current
Customer Sales & Services Representative
Tacoma Power Click! Network
01.2003 - 07.2020
Corrections Officer 1
Washington State Dept. of Corrections
01.2002 - 01.2003
NETWORK SWITCHING SYSTEMS OPERATOR (Top Secret Clearance)
US Army
01.1988 - 01.1999
GENERAL STUDIES -
Weber State University
CORRECTIONAL WORKER CORE ACADEMY -
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