J.T. Milstead
Plant City,FL
Summary
Service-focused Transportation. Strong communication to all levels of the business line. Help drivers understand the technologies used in the transportation environment. Deep knowledge of and DOT compliance requirements. Highly organized with strong attention to detail and accuracy with commitment to customer service and meeting deadlines. Driven leader to motivate and develop employees.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Travel Advisor
Dream Vacations / CruiseOne, Divisions of World Travel Holdings
2019.10 - Current
- Responsible for all aspects of trip booking and management of customer vacations, Organized, has excellent communication skills and has experience in a direct selling environment and in proactive customer development
- Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries and provide prompt customer service
- Book and issue airline, hotel, car and other tour reservations
- Establish and maintain high level knowledge of destinations and travel options.
Class-A Driver
US Logistic Solutions(Formerly Forward Air Solutions)
2018.09 - Current
- Safely Drive a commercial motor vehicle (tractor trailer)
- Perform Pre-trip and post trip inspections
- Complete deliveries on schedule and interface with customers effectively
- Verify order accuracy
- Meet all company standards and DOT requirements for vehicles and Drivers
- Follow company safety policies and procedures
- Works cooperatively and productively with Supervisors and team members
- Provides and inspires outstanding service to customers by maintaining attention to detail and completing assigned work in a timely manner
- Provides high level of customer service.
Dedicated Account Driver/Driver Mentor
Werner Enterprises
2017.05 - 2018.07
- Commercial Drivers License, Class -A
- Transporting general commodities across Florida and occasionally across the continental United States, ranging from 350 to 600 miles a day
- Train/Mentor new drivers that come out of CDL School.
IT Services Operations Manager
Total Tech International Inc.
2015.01 - 2016.05
- Responsible for the planning and implementation of new equipment/services and i for keeping equipment and services running
- Responsible to achieve client success against all contractual commitments
- Hire, coach, and evaluate team members and leadership based on documented performance standards, including the ability/authority to hire and terminate support/engineering staff
- Responsible to understand and achieve category deliverables, savings commitments, milestones, obligations, establish a project plan to meet each
- Prepare and maintain technicians, and engineers department schedules, which includes meetings and customer projects
- Serve as the administrative support team to members by coordinating departmental activities; act as problem identifier and resolution resource by answering questions, providing guidance, troubleshooting and following up
- Communicate at ease interacting with clients, partners, and team members
- Coordinate all technical training for employees and special training classes for clients
- Responsible for the daily operations of supervision of engineering, and technical support staff
- Partner with other functions of the business including engineering and sales; dedicated to supporting them with achieving their goals
- Analyze operations and processes/procedures and execute continuous improvement throughout the organization
- Coach, counsel and set goals for supervisors and employees to develop then for career advancement
- Inspire, challenge, encourage and lead the team to the highest professional standards.
Service Desk Manager
Pointivity Managed Solutions
2013.11 - 2014.04
- Leads Technical Support staff to improve the overall customer experience
- Leverages team to improve and streamline our processes to make operations more efficient
- Drive metrics including: Daily, weekly and monthly reporting on organizational performance and engineering productivity
- Analyzes trends and escalations to find root-causes and implement solutions to enhance customer experience
- Developed standard and priority SLA's for customers
- Raised support standards by creating online client satisfaction surveys and suggestion forums, allowing for specific adjustments to support methods and increased awareness of department value
- Created processes and policies to decrease average call resolution time and increase retention
- Ticket queue manager for all of IT (20+ engineers)
- Plan and allocate resources to ensure team availability to resolve customer issues in a timely fashion
- Interfaced with senior management and technical experts regarding key support issues
- Developed succession plans for individual employees
- Produced standard and ad-hoc statistical reports on technical support utilization and trends
- Decreased electronic response time from 24 hours to less than four hours
- Create problem templates and flow sheets
- Responsible for hiring and mentoring all service desk engineers.
Infrastructure Technologist
San Diego Gas & Electric
2007.12 - 2013.09
- Ensure exceptional IT performance standards by maintaining high standards of service support SLA's, enterprise wide IT Resource Management (hardware, software, licenses), ensuring user satisfaction and comprehending user needs and adapt to support business operations
- Ensure availability, scalability and accessibility of all IT Infrastructure supporting the business SLA's Align and scale IT infrastructure: (Desktops – 600+, LAN, WAN – 8 sites, Helpdesk, Data Centers - 3, Servers – 500+, Firewalls, Mobile devices ) to meet organizational goals and objectives
- Achieve highest uptime of all IT infrastructure through monitoring and control of efficient functioning of the IT services team
- Achieve maximum uptime by deploying advanced monitoring tools and techniques
- Build efficient redundant infrastructure to ensure business continuity
- Vendor Management: Responsible for vendor evaluation, providing recommendations for selection, & on-going relationship management
- Manage Vendors and the service contract by allocating roles and responsibilities to vendors
- Constantly Monitor Service Delivery from vendor to ensure adherence to terms and conditions of contract
- Drive IT Service Management vendors to ITIL best practices
- Project Delivery: Drive IM Infrastructure upgrade projects to well defined Program Management Methodology
- Prepare the RFP and Scope of Work
- Manage opportunities to drive cost reductions/savings
- Provide leadership to across multiple projects.
GIS Analyst
US Army
1996.06 - 2000.06
- Required to acquire and evaluate source materials for analysis
- Extract data on physical and cultural features from remotely sensed imagery, field-collected data, and other source materials
- Brief Division staff with acquired GIS information
- Maintain geospatial databases from extracted information
- Use GIS/RSI technology to create high-quality products from the collected data for use in topographic analysis and terrain visualization
- Work with a network containing six UNIX workstations running Solaris, HP-UX, ERDAS IMAGINE, ARC/INFO, ArcView GIS, NIMAMUSE, and the Combat Terrain Information System (CTIS) user interface
- Responsible for all unit funds in excess of $50,000 annually.
Education
Basic Training -
United States Army
Advanced Individual Training(Topographic Engineering) -
United States Army
01.1996
Diploma of Education, General Studies -
Chula Vista Senior High School
01.1991
Skills
- Leadership
- Team Building
- Communication
- Customer Service
- Problem Solving
- Vehicle Inspection
- DDL Log Software
Certification
Class-A License - State of Florida DOT, 03/2017, 03/2026
Timeline
Travel Advisor
Dream Vacations / CruiseOne, Divisions of World Travel Holdings
2019.10 - Current
Class-A Driver
US Logistic Solutions(Formerly Forward Air Solutions)
2018.09 - Current
Dedicated Account Driver/Driver Mentor
Werner Enterprises
2017.05 - 2018.07
IT Services Operations Manager
Total Tech International Inc.
2015.01 - 2016.05
Service Desk Manager
Pointivity Managed Solutions
2013.11 - 2014.04
Infrastructure Technologist
San Diego Gas & Electric
2007.12 - 2013.09
GIS Analyst
US Army
1996.06 - 2000.06
Basic Training -
United States Army
Advanced Individual Training(Topographic Engineering) -
United States Army
Diploma of Education, General Studies -
Chula Vista Senior High School
Class-A License - State of Florida DOT, 03/2017, 03/2026
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