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SHAQUAN KING
Portland,OR
Summary
Results-driven Director of Operations & IT Leader with a strong background in operations management, IT security, customer service, and leadership across multiple industries. Proven track record in streamlining processes, optimizing business operations, and driving efficiency. Experienced in IT management, cybersecurity, and technical support, ensuring seamless system performance and security. Adept at budgeting, vendor negotiations, and strategic planning to enhance operational effectiveness. Skilled in team leadership, training, and performance management, fostering high-performing teams. Strong ability to analyze business trends, implement process improvements, and align operations with company objectives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Director of Operations
Discount Movers LLC
08.2024 - Current
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
IT Manager
Forest City Trading Group INC
03.2021 - 05.2024
- Utilize ticketing systems to address support requests, achieving high rates of first-call resolution for software and hardware issues
- Conduct regular software and hardware maintenance, ensuring all systems are up-to-date and compliant with corporate policies
- Coordinate with corporate IT to recommend and implement system upgrades based on performance assessments and cost analyses
- Manage network and printing resources, supporting over 100 plus of users across locations, ensuring continuous operation and minimal downtime
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
Security Analyst
Forest City Trading Group INC
03.2020 - 03.2021
- Initiate and join investigations into suspected security breaches, aiding in identifying their origins, impacts, remedies, and potential involvement in disciplinary, legal, or criminal actions related to such incidents
- Address queries and potential incidents using IT ticketing systems
- Analyzed log files for anomalies, identifying potential intrusions or malicious activity before significant damage occurred.
- Analyze current trends in IT security to provide recommendations for enhancing security strategies
- Maintained up-to-date knowledge of emerging threats by attending professional development events and staying informed on industry trends.
- Monitor both public and private channels for adversary activities and vulnerabilities
- Reviewed existing security architecture for improvements that aligned with evolving business needs while minimizing risk exposure.
- Suggest adjustments or enhancements to IT security systems to ensure their ongoing effectiveness
- Collaborated with IT teams to develop comprehensive cybersecurity strategies, reducing risks from external attacks.
- Assist IT Security administrators in configuring and managing IT Security systems and controls
- Guarantee that all security incidents and close calls are logged in the Security Incident Response Plan
- Champion Security Awareness by collaborating with end users, promoting sound security practices
IT Support Specialist
Best Western Hotels & Resorts
07.2019 - 03.2020
- Developing user documentation/installation procedures
- Updating inventory records via IT Asset management system
- Installing, Managing, and Configuration Windows Operating System
- Identifying customer needs and helping customers use specific features
- Supports and manage LANS, WANs, Internet, Intranet systems and maintain day-to-day operations
- Troubleshooting and helpdesk support
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
Account Support Specialist
Truck and Travel
04.2018 - 04.2019
- Responding to customer queries in a timely and accurate way, via phone, email or chat
- Identifying customer needs and helping customers use specific features
- Analyzing and reporting product malfunctions
- Printing, faxing and copying documents for clients
- Developed strong relationships with clients, leading to higher retention rates and increased referrals.
- Collaborated with sales teams to ensure seamless onboarding of new accounts, resulting in smooth transitions and satisfied customers.
- Maintained up-to-date knowledge of industry trends, enabling informed recommendations on suitable products or services for each client''s needs.
Customer Service Manager
Citgo
08.2013 - 11.2017
- Overseeing cash registers, handling cash transactions, managing deposits, and ensuring accuracy in financial transactions
- Enforcing store policies, safety regulations, and compliance standards, ensuring that the store adheres to legal and regulatory requirements
- Addressing customer inquiries, complaints, and concerns promptly and professionally, striving to resolve issues to the customer's satisfaction
- Managing and leading a team of customer service representatives or cashiers, providing guidance, training, and support to ensure excellent customer service delivery
- Evaluating employee performance, providing feedback, and implementing strategies for improvement to enhance overall customer service quality
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Student Help Desk Technician
Alamance Community College
09.2015 - 12.2016
- Perform management tasks in Active Directory, configure group policies
- Resolved technical issues to improve user satisfaction.
- Assisted users with software installations for seamless operations.
- Diagnosed hardware malfunctions to increase device uptime.
- Provided remote support to enhance client service experience.
- Documented resolutions for quicker future issue resolution.
- Enhanced system security by implementing updated protocols.
- Delivered technical assistance to facilitate smooth system use.
Manager
SUBWAY®Restaurants
11.2013 - 08.2014
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Improved safety procedures to create safe working conditions for workers.
Education
Bachelor of Science - Cybersecurity and Information Assurance
Governors Western University
Salt Lake City, UTAssociate of Science - Information Technology
Alamance Community College
Graham, NCSkills
- Cybersecurity
- IT Security
- IT Support
- Helpdesk
- Web Security
- SIEM
- VPN
- Encryption
- Team Coordination
- Leadership
- System Maintenance
- Ticketing System Management
- Budget Management
- Resource Management
- Vendor Management
- Policy Compliance
- Business management
- Strategic planning and execution
- Operations oversight
- Quality assurance
- Leadership training
- Performance analysis
- Risk mitigation
- Operations management
- Teamwork and collaboration
- Staff management
- Employee development
- Customer service
- Data analysis
- Customer relations
- Hiring and onboarding
- Performance evaluation and monitoring
Accomplishments
- Optimized Operational Efficiency – Successfully streamlined daily operations across multiple departments at Discount Movers, leading to improved productivity and cost savings.
- Enhanced IT Infrastructure & Security – Led system upgrades and security improvements at Forest City Trading Group, reducing downtime and strengthening cybersecurity measures.
- Increased First-Call Resolution Rates – Improved IT support efficiency by resolving high volumes of software and hardware issues on the first call, enhancing user satisfaction at Best Western Hotels & Resorts.
- Boosted Customer Satisfaction & Retention – Strengthened client relationships at Truck and Travel, leading to higher retention rates and increased referrals through proactive support and seamless onboarding.
Certification
- CompTIA A+
- CompTIA Project+
- COMPTIA Security+
- Leadership & Management Certificate
- Customer Service Excellence Certificate
- Operations Management Certificate
My Day
- Team Coordination and Leadership
- System Maintenance and Updates
- Ticketing System Management
- Budget and Resource Management
- Vendor Management
- Policy Compliance and Security
Interests
Timeline
Director of Operations
Discount Movers LLC
08.2024 - Current
IT Manager
Forest City Trading Group INC
03.2021 - 05.2024
Security Analyst
Forest City Trading Group INC
03.2020 - 03.2021
IT Support Specialist
Best Western Hotels & Resorts
07.2019 - 03.2020
Account Support Specialist
Truck and Travel
04.2018 - 04.2019
Student Help Desk Technician
Alamance Community College
09.2015 - 12.2016
Manager
SUBWAY®Restaurants
11.2013 - 08.2014
Customer Service Manager
Citgo
08.2013 - 11.2017
Bachelor of Science - Cybersecurity and Information Assurance
Governors Western University
Associate of Science - Information Technology
Alamance Community College
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