Work Preference
Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Training
Professional Profile
Deployments
Awards
Eagle Scout
Generic
Open To Work

John W. East

Frederick

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Store ManagerInformation Systems Security OfficerInformation Systems Security OfficerTechnical Operations – Enterprise Service Desk ManagerOperations Service Technician III (Training Team)

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

Remote
Location: Frederick, United States
Open to relocation: Yes

Salary Range

$45000/yr - $200000/yr

Important To Me

Work-life balanceWork from home optionFlexible work hoursPersonal development programsHealthcare benefits

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

24
24
years of professional experience

Work History

Store Manager

Dairy Queen of Riverbend
12.2023 - 09.2025
  • Assist with employee schedule.
  • Verify employee hours are correct and work with ADP to complete times sheets for employees, so they can get paid.
  • Work with District Manager to make sure the store meets all Federal, State and local laws and regulations.
  • Work with Owner to meet all Dairy Queen regulations to include meeting PRIDE and ECOSure health and Safety standards.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Setup a retirement fund through Maryland Saves for all employees over the age of 18 which meets a Maryland Business requirement.
  • Researched and negotiated a Workers Compensation Insurance Plan.
  • Created policy on training new staff members and continuing education for current staff members.
  • Gather Store Sales data to create report for Monthly Sales Report that is completed the beginning of every month and sent to Dairy Queen Headquarters and make sure the Stores franchisee license is processed and paid for each month.
  • Assist with Profit/Loss statement each month.
  • Assist with inventory and product, supply and maintenance products.
  • Handle all customer complaints and work with owner and customer to fix the issues they have had.
  • Complete weekly maintenance of all Dairy Queen equipment.
  • Provide maintenance for small repairs and upgrades to Store.
  • Research and negotiate with contractors for larger maintenance and repair projects.
  • Lead of the hiring team, responsible for leading all interviews and onboarding of future employees.
  • Work shifts to fill empty time slots, so the staff is never understaffed.
  • Respond or participate to all Federal, State, Local, and DQ Headquarters questions, concerns, forms, and meetings.
  • Created an excel tracker to assist with setting scheduling of personnel, to include products and sales numbers per hour each day.
  • Work directly with District Manager to reach store goals and meeting customer expectations.
  • 40 Hours a Week

Information Systems Security Officer

Institute for Defense Analyses (IDA)
12.2019 - 12.2023
  • Work together with the Corporate Program Security Officer to make sure that security relevant issues are resolved.
  • Prepare a comprehensive report detailing the system's findings and ensure prompt implementation of appropriate preventative and remedial actions; alternatively, create a Plan of Action and Milestones (POA&M) to record intended activities.
  • Maintain constant communication with US government agencies to share updates on new security needs and to suggest modifications to IDA's security posture.
  • Organize monthly system self-inspections using Nessus, Splunk, STIG Viewer, and Security Content Automation Protocol (SCAP) Scans, in accordance with DJSIG/JSIG and DISA STIG requirements.
  • Manage the inspection process with the US Government Security Control Assessors (SCAs) and inspectors on behalf of IDA.
  • Work closely with IT, US government accreditation organizations, and IDA researchers to determine ideal security control baselines.
  • Update and implement information systems Security Control Traceability Matrix’s (SCTM) to reflect the most recent security controls implemented.
  • Provide advisement to stakeholders to assign resources and establish timelines to ensure the successful Security Authorization of a system.
  • Ensure all software is tested and approved prior to introduction to the production environment. Track the deployment of software to the environment.
  • Perform Risk Management Framework (RMF) within the context of and with a demonstrated understanding of all stages of the NIST RMF framework.
  • Review and maintain information systems security plans (SSPs), Information Continuous Security Monitoring Plans, Body of Evidence, and Assessment and Authorization (A&A) in accordance with DoD policies.
  • Assist in the implementation of information security rules and procedures in order to safeguard, manage, and discard systems and data in compliance with security policies and practices as specified in the packages of assessment and authorization documents.
  • Oversee all requests for modifications to the hardware and software on classified information systems as part of the change management process that have an impact on IT operations for classified systems.
  • Manage, via Xacta and Enterprise Mission Assurance Support Service (eMASS), all necessary documentation for the Authority to Operate (ATO) of their assigned system.
  • 40 Hours a Week

Information Systems Security Officer

ManTech International
06.2017 - 12.2019
  • Assisted in the implementing agency policies, technical procedures and standards for preserving the integrity and security of data, access, and network infrastructure.
  • Recommended security procedure changes to management.
  • Ensured network, system and data availability trough enforcing preventive measures.
  • Created and fine-tuned information security policies that supported the objectives and requirements defined in the agency security plan.
  • Team member in creating and implementing Information Security Awareness program.
  • Evaluated effectiveness of security tools and testing methods.
  • 40 Hours a Week

Technical Operations – Enterprise Service Desk Manager

NJVC, LLC / ManTech
08.2016 - 05.2017
  • Develops, motivates and directs IT service Desk professionals to deliver excellent technical and non-technical customer support with outstanding customer service, customer satisfaction, agent utilization, and continual service improvement while addressing staff scheduling and efficiency within the service desk.
  • Establishes and maintains metrics required to measure and determine operational readiness of the service desk and analyze service desk performance through various statistical and reporting methods.
  • Performs the duties as the NJVC Time Card Approver (TCA), working closely with NJVC corporate leadership to ensure all pay requirements are met, ensuring policies and procedures are adhered to during the pay period process.
  • Implements methodologies to improve first call resolution, manage customer expectations, perceptions, and build strong internal relationships with customer and/or vendors.
  • Responsible for assembling a cohesive operational team; educating the team and instilling definable, repeatable processes based upon proven best practices.
  • Identifies and implements recognition program(s) targeted at maintain a healthy morale within the Service Desk to minimize attrition.
  • Performs the duties as the NJVC Administrative Resource Manager (ARM) and supervisor; working closely with NJVC Corporate leadership to ensure all resource requirements are met (interviews, internal promotions, performance improvement plans, training plan development), ensuring policies and procedure are adhered to while maintaining proper staffing levels.
  • Establishes management guidelines, processes and procedures, and methodologies that enable Service Desk staff members to achieve SLA goals. Interacts closely with external groups that work with the Enterprise Service Desk (ESD) to establish agreed upon processes and training as needed, to strengthen first call resolution, and to assure the proper routing of issues when/if escalations is needed.
  • 40 Hours a Week

Operations Service Technician III (Training Team)

NJVC, LLC
09.2013 - 01.2015
  • Provided incident, problem and change request reporting, tracking and resolution services to internal and external users and customers of the Government Customer’s production systems and products; including networks, communications and corporate affairs systems.
  • Assisted in the troubleshooting process for over 12,000 users ensuring Government customers were able to complete tasking with minimal mission loss, resolving over 400 tickets for over 900 internal and external users. Lead new personnel through rigorous technical training and indoctrination process, building candidates towards validation as new support administrators.
  • Responsible for securing accounts and access rights for new ESD technicians within a small time frame. Maintained daily support to ESD assets when internal outages to tools and access arose.
  • 40 Hours a Week

Cryptologic Technician, Maintenance

US Navy
09.2001 - 08.2013
  • Performed intricate component-level soldering tasks to replace or repair faulty hardware within cryptographic devices successfully.
  • Streamlined workflow processes through the development and implementation of standardized checklists, enhancing overall efficiency during maintenance activities.
  • Established a strong rapport with system users by providing prompt, courteous service during equipment maintenance sessions, fostering positive working relationships.
  • Maximized resources by effectively managing inventory of spare parts and tools needed for routine maintenance operations.
  • Improved operational readiness by promptly addressing emergent issues affecting communication security systems and equipment.
  • Contributed to mission success with efficient installation and configuration of vital cryptographic systems.
  • Ensured optimal functionality of cryptographic devices through regular maintenance, resulting in improved communication security.
  • Demonstrated exceptional attention to detail when performing quality assurance checks on repaired or updated cryptographic systems, ensuring compliance with established performance standards.
  • Maintained accurate records of equipment repairs and updates, ensuring proper documentation for compliance purposes.
  • Collaborated with interdepartmental teams to coordinate seamless integration of updated cryptographic technologies into current workflows efficiently.
  • Supported team members in understanding complex cryptographic systems, fostering a collaborative work environment for successful problem solving.

Education

Support Center Manager Course -

Help Desk Institute (HDI)
08.2016

Skills

  • Problem-solving

  • Customer service

  • Multitasking and organization

  • Customer relations

  • Friendly and positive

  • Outstanding communication skills

  • POS systems

  • Team motivation

  • Policies and procedures

  • Sales expertise

  • Documentation and reporting

  • Relationship building and management

Affiliations

Elks Lodge

Veterans of Foreign Wars


Timeline

Store Manager

Dairy Queen of Riverbend
12.2023 - 09.2025

Information Systems Security Officer

Institute for Defense Analyses (IDA)
12.2019 - 12.2023

Information Systems Security Officer

ManTech International
06.2017 - 12.2019

Technical Operations – Enterprise Service Desk Manager

NJVC, LLC / ManTech
08.2016 - 05.2017

Operations Service Technician III (Training Team)

NJVC, LLC
09.2013 - 01.2015

Cryptologic Technician, Maintenance

US Navy
09.2001 - 08.2013

Support Center Manager Course -

Help Desk Institute (HDI)

Training

Cryptologic Technician Maintenance Navy “A” School

Sun Systems school

Multiple leadership training in the Navy

Completed Archery and BB Gun Range safety course for the Cub Scouts

Professional Profile

  • Honorable Discharge, United States Navy - JULY 2013

Deployments

  • Joint Task Force, Guantanamo Bay Cuba November 2007 to March 2008
  • Torkham, Afghanistan August 2009 to August 2010

Awards

  • Customer Service Award IDA 2022
  • Spot Award, NJVC LLC 2015
  • Spot Award, NJVC LLC 2013
  • Joint Service Commendation Medal, USN 2010
  • Joint Service Achievement Medal, USN 2010
  • U.S. Navy Achievement Medal, USN 2010
  • Eagle Scout 2000

Eagle Scout

Led a group of adults and scouts to complete my Eagle Scout project of doing a complete overhaul of a train station platform that was built in the 1800s.

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