Martin L Crawford

• Provide support to Defense Manpower Data Center (DMDC) Field Support Customer Service (FS CSR) customers who are having problems with RAPIDS and DMDC applications and services
• Use applicable reference resources to complete DEERS record corrections; Service Desk Knowledge Base (KB), Verifying Officials Information System (VOIS), AFI 36-3026 VOL 1_IP 4 Aug 2017, RAPIDS User Guide and Field Support Manual
• Conduct Research and verify whether a record reflects the correct Personnel Category, Entitlement Condition, and Personnel Associations (PNL/PNLEC/PNAEC/PNEC/PNA) to make the correction on a call
• Identify and correct discrepancies in applicable records; by ascertaining verified vs unverified or in-suspense data and recognize over lapping PNL data that cause record issues
• Route and escalate; refer Site Security Managers (SSM) / Verifying Official (VO) to proper agencies by providing contact information
• Assisting authorized representatives (FSO, TA) with record updates or corrections
• E.g
• Name, Gender, and DOB
• Create In-House case for instances where a fix cannot be made or extensive research is needed e.g
• Merge, SSN, and Citizenship
• Updating and Documenting; identify and ensure documentation is present to make needed correction, accurately complete the record update, and thoroughly document in case notes what is reflecting in the record, what was updated, and documentation used
• E.g
• Birth certificate, Passport, Naturalization documents

• Provide assistance and oversight per Defense Manpower Data Call Center (DMDC) Standard Operating Procedure (SOP) utilizing DMDC Knowledge Base or other DOD automated tools
• Respond to customer inquiries and requests for information in form of telephone calls, faxes, emails, website submission or hard copy correspondence
• Answer calls, provide accurate information, referral services or escalate to appropriate Subject Matter Expert support agency
• Utilize and research Army Regulations to assist customers with inquiries
• Provide referral services to Soldiers, Family Members and Civilians
• Train CCRs on (JPAS), (DISS JVS/CATS/Appeals), (DCII), SARs, JAMS, JCAVS, EQIP, and SWFT, collect, maintain and update contact information of DA Contractors and their employees in database portal
• Perform general office clerical duties in absence of Team Leader as deputy team lead
• Assist in providing feedback to improve efficiency and effectiveness of work procedures and standards
• Ensure compliance of policies and procedures exceed standards
• Highly familiar with DMDC and its mission capability, able to recognize, confront and resolve conflicts
• Maintain electronic or telephonic contact with customers
• Have good working knowledge of (JPAS), (DISS JVS/CATS/Appeals), (DCII), SARs, JAMS, JCAVS, EQIP, SWFT, and other platforms
• Use various computer programs Army has to aid in helping customers, such as, (JPAS), (DCII), SARs, JAMS, JCAVS, EQIP, SWFT and Ticketing System
• Receives and review requests for security eligibility for all military personnel assigned as Individual Ready Reserve (IRR), Individual Mobilization Augmentee (IMA), or Retired Recall member of Army Reserves
• Directs preparation of Electronic Questionnaires for Investigations Processing (e-QIP) system forms, fingerprint cards and other associated security clearance forms
• Provides data necessary for Security Manager to grant/deny interim access to classified information pending receipt of final eligibility (clearance) from US Army Central Clearance Facility
• Maintains suspense file on all clearance packets to be processed
• Processes classified information Nondisclosure Agreements for all personnel before access to classified information is granted
• Responsible for safeguarding security investigative files and records with highest degree of discretion
• Received CSR of Month in February 2014 for job well done
• Selected by Management to tell my Success Story (which was published on company website)
• Received highest amount of recognition challenge coins involving entire DMDC Organization for excellent customer service
• Meets all requirements and responsibilities as Account Manager or Security Manager for JPAS and DISS JVS system

Managed 28 Armor Officers and instructional activities of a 3 person cadre instructor staff

• Provide professional training sessions to Armor Officers thus preparing them for platoon leader assignments; POI included but not limited to provides maintenance, weapons, tactics and leadership instruction to 225 armor lieutenants annually; evaluates 1400 hours of tactical field training, and 400 hours of small group training annually
• Responsible for providing formal and informal feedback and mentorship to students; responsible for the professional development and welfare of 3 cadre instructors
• Primary safety officer for all required training to include the development of risk assessments and risk mitigation
• Reviewed and certified instructors teaching various leadership techniques, and training management, and project development processes courses
• Accountable for all computer operations, work schedules, performance evaluations, and work with civilian contractors on all training and field events
• Schedule and maintain accurate student course database information and records
• As the primary senior instructor, was responsible for maintaining 100% accountability covering more than $10 million dollars’ worth of ancillary equipment and instilled the lessons of property accountability in of students
• Was selected to lead the Contemporary Operating Environment Training for Armor Basic Officer Leaders Course, due to extensive knowledge in urban based operations
• Voted senior instructor in the New Squadron Instructor Certification Training for 2/16 Cavalry in 2011

• Served as Army Ambassador within community; recruits, determines applicant enlistment eligibility, counsels' applicants on enlistment programs and options, prepares enlistment applications, and processed qualified applicants to enlist in Army and Army Reserve
• Accounted for and prepared future Soldiers for initial entry training; implemented and conducted Army awareness programs throughout area covering more than 700 square miles with population involving 33,437
• Maintained network of influencers to include parents, educators, and community officials in 4 high schools and one college
• Individual production resulted in enlisting 63% of station mission for 1st Quarter.
• FY09
• Top recruiter in company; achieved 150% of GSA mission for rated period
• Received Recruiter Ring and Gold Badge for my consistent performance as detail recruiter

• Was assigned as an Instructor/Writer/Training Developer in a 19D One Station Unit Training (OSUT) Cavalry Squadron; responsible for training, testing and evaluation of 180 MOS 19D OSUT Soldiers during a 16 week cycle
• Was responsible for organizing the discipline, training, supervision, health and welfare of two Instructors and one Soldier
• Maintained and was directly responsible one M3A2 Bradley Fighting Vehicle and one M1025 HMMWV with its assigned ancillary equipment valued in excess of $2 million dollars
• Completed the Instructor Training Course (ITC) as a distinguished graduate and selected as Instructor of the Cycle due to leadership and hard work rendered towards OSUT Soldiers in 2004
• Trained and certified over 40 Instructors on the Bradley Gunnery Skills Test (BGST), Common Skills Training, Scout Skill Test(s), and Cavalry Stakes
• Trained 103 Initial Entry Soldiers on Bradley Gunnery Skills with 95% first time GO rate