1. John W. Campbell II
7200 Gentian Court
Springfield, VA 22152
E-mail: Johnw_c55@hotmail.com
Home 571-351-9844
Technical Skills:
MSOffice Suite: MS Word, Excel, and Office360
Billing Systems: TBS, Seibel, Saville, CRM, and BOS
Tracking Systems: Remedy, SFA, Call-ACD, CRM F&E, Costal Radis, NavisCore, Dax Commander,
and Bell GUI
Database Management/Operating Systems: Salesforce, ServiceNow, SharePoint, MS Access, and ITIL
library management, Microsoft Office Suite 2013, Windows OS
Other: Typing 40+wpm and Data Entry 7,000 keystrokes per hour numeric and alpha numeric, Advanced
knowledge with VoIP or telecommunications technology, and/or working knowledge of TCP/IP and LAN
concepts. Extensive knowledge and use of SharePoint database
Summary:
• 15+ years of experience as an IT Professional supporting various industries
• Act as liaison between sales teams, vendors, regional support staff and LEC’s to coordinate
installations
• Provide assistance and coaching to account executives related to order flow, billing systems and
salesforce.com
• Build and maintain extensive knowledge of the sales process, ordering process, product information
and configuration of systems used daily by the sales support team
• Conduct weekly meetings via conference calls with various vendors, sales support specialists and
LECs
• Responsible for data entry, trouble ticketing, reporting, and order flow processing with CLECs to
identify any problems that may occur with orders
• Perform daily activities using the following applications: Salesforce.com, CSG, ICOMS, Outlook, IM,
Excel, Access, Word, and PowerPoint
• Excellent communication skills, detail-oriented, flexible and independent with the ability to cope in a
variety of diverse and complex situations, under pressure, within a fast paced environment
• Moderate Public Trust Security Clearance (OPM), Washington, DC September 2013 (Update 2015)
Education:
• Northern Virginia Community College, (CCNA Courses), Woodbridge, VA
• Charleston Job Corps, Charleston West, VA. 1992 - 1994
Printing Certification
• Woodbridge High School, Woodbridge, VA. 1989 – 1992
Diploma
*Various customer service awards including provisioning and training certifications received*
Professional Experience:
NASA - Washington, DC (Contractor Mind Finders) 9/2016 – 11/2016
• Short term project support for the transition of over 2200 PIV credentials from single to four certificate
to comply with OPM mandate
• Point of contact with end users and government VIPs to facilitate the transition of their PIV credentials

2. • Verify badge eligibility for upgrade
• Verify the user's computer has the proper software installed and configured properly
• Backup the user's Entrust profile (if necessary)
• Conduct tests through Skype software when required to ensure the four cert credential works properly
with Web browsers and applications
• Ensure the user's four cert credential can be used for encrypting, decrypting, and signing e-mail
• Document and create all incoming Incident and Service Requests, manage assigned workload,
troubleshoot issues, and advise project lead on appropriate action
• Provide a brief training session to the end user on the use of the four certificate credential
National Institutes of Health - Rockville, MD (Contractor SRA ) 3/2015 – 4/2016
Helpdesk Coordinator Lead
• Monitor, troubleshoot, and resolve technical issues escalated from customer support with NIH/NCI
and respond appropriately to user requests via phone, e-mail and/or in person
• Work with NIH/NCI users to analyze computing and network needs
• Act as liaison with customer service management, supervisors, and coordinators to communicate any
problems, issues, or concerns about current help desk practices in order to remedy any deficiencies
• Review the training needs of the help desk based on types of calls received; analyze, recommend,
and coordinate training needs of the departments
• Perform domain binding for workstations and laptops
• Troubleshoot badge access as it relates to PIV cards and synchronization to end user computer
• Provide training and support as it relates to the installation of software programs and PIV activation
e-mails and instructions and PIN resets
• Manage Active Directory accounts to authenticate and authorize all NIH/NCI employees; this involves
creating, modifying and deleting users, groups, computers, or contacts
• Work with management to implement computer security best practices
• Develop IT strategic vision and drive key departmental objectives with federal liaisons
Health and Human Services - Rockville MD (Contractor NCW Resources) 7/2013 – 10/2014
Client Services Manager
• Manage travel for 3 major federal government accounts (Office of Secretary, Office of Inspector
General and Administration for Community Living)
• Lead federal agencies in full transition of new FY14 billing platform systems by assigning Line of
Accounting Codes (LOAs) to each government account
• Liaison between government vendors Concur, Omega Travel, GovTrip and JPMorgan Chase;
providing technical support for all aspects of travel services by creating and processing payment
vouchers for flights, hotels, and car rentals
• Troubleshoot payment vouchers by creating manual payments, updating payment processing
approvers by authority levels, and modifying customer credit card information
• Conducted weekly process review sessions to provide status updates on billing platform
configurations by validating the necessary changes per organization
• Investigate, track, and resolve payment processing errors and expense issues
• Maintained a deep understanding of all systems, and policies associated with customer business and
service offerings
• Ensured all line of business processes and procedures were completed and quality standards met
AT&T – Oakton, VA (Contractor KFORCE) 10/2012 - 05/2013
Jr. Project Manager / Sales Support

3. • Engage in welcome calls with clients to obtain cut sheet information for the federal courts
• Responsible for overall management of specific delivery order including people, work, and resources
• Coordinate with Senior Project Managers to process LOAs and CSRs
• Document and pursue all project requirements
• Track and report progress of previously forecasted deliverables
• Verify port requests with site admins and schedule upgrades
• Provide full range of sales prospecting, needs assessment, data gathering, and presentations to key
decision makers
• Submit requests for site surveys, equipment, circuits, and additional numbers
• Host daily conference call meetings with clients and project managers to discuss timetable of
migrations
• Facilitate pre and post-sales support
• Extensive knowledge of milestone management via SharePoint
Time Warner Cable - Herndon, VA 08/2011 - 07/2012
Sales Support Analyst
• Liaison between sales teams, vendors, regional support staff and LECs to coordinate installations,
moves, add, changes, disconnects, and repairs of all telecommunication services
• Manage and track cases via saleforce.com database to ensure timely deliveries of services and
escalating with various departments when necessary, to meet install dates
• Check for order completeness and accuracy and drive opportunities to Close Win stage in the sales
system
• Hold weekly status meetings to ensure action items are being addressed and moving through the
pipeline on schedule
• Contact the customer to clarify order information or to provide notifications on account statues as
needed
• Provide assistance and coaching to account executives related to order flow, billing systems and
salesforce.com
• Perform daily activities using the following applications: Salesforce.com, CSG, ICOMS, Outlook, IM,
Excel, Access, Word and PowerPoint
• Adhere to, and comply with Sales Operations policies, procedures, guidelines, and operating
standards
• Build and maintain extensive knowledge of the sales process, ordering process, product information,
and configuration of systems used daily by the sales support team
Verizon Business - Reston, VA (Contractor Princeton Information) 03/2009 - 07/2011
Support Specialist
• Single point of contact on projects, representing customer requirements through the planning,
implementation, and closeout of cellular services
• Receive, prep, and validate orders for processing
• Responsible for data entry, trouble ticketing, reporting, and order flow processing with CLECs to
identify any problems that may occur with orders
• Monitor the order processes from other vendors to ensure implementation and due date deliverables
are met
• Assist customers via the help desk concerning problems with order generation
• Liaison between Verizon and telecom vendors for activations of SIM cards and cellular services
• Conduct weekly meetings via conference calls with various vendors, sales support specialists, and
LECs
• Track warranties, replacement equipment, and daily orders using MS Excel and Mobile Strat
• Manage multiple projects as assigned

4. • Systems Used: COMS, NetTak, and Hummingbird
Aptela Corporation - Reston, VA 07/2007 - 11/2008
VOIP Provisioner
• Order generation/verification/provisioning, ensuring key milestones were fulfilled, and service was
delivered seamlessly and timely to the customer
• Resolved client service and user support issues
• Involved account management via order entry tracking systems and escalated according to
established standard operating procedures
• Provided consultative support to help clients implement services based upon their business needs
• Supported product/service user training over the phone
• Ported numbers from Local Exchange Carriers and assign new phone/fax numbers to customers
• Updated E-911 directories and databases for all vendors utilizing SUGAR software
• Configured Polycom, Linksys adapters, and soft phones
• Configured and troubleshoot Cisco telephones