Marc McKenna
Arlington
Summary
Experienced Customer Service professional seeking to make a valuable contribution to the Department of Veterans Affairs, Veterans Experience Office. Possessing extensive expertise gained from diverse roles including Field Service Technician, Operations Director, Regional Sales Manager, Railroad General Foreman, and Aerospace Maintenance Technician. With over thirteen years of active duty in the United States Air Force, I offer a distinct perspective and unwavering dedication to providing exceptional service to our veterans.
Overview
17
17
years of professional experience
Work History
Field Service Technician
Rapiscan Systems
03.2020 - Current
- Installs new equipment, provides basic operation training, performs system demonstrations at customer sites and fosters positive customer relationships
- Provides service support to regional customers by troubleshooting, and maintaining x-ray security systems using built-in diagnostics and external test equipment
- Diagnoses errors or technical problems, repairs or replaces defective units/components as appropriate
- Increases customer satisfaction by providing prompt and efficient on-site support for technical issues
- Maintains a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service
- Conducts and comprehends customer requirements, trainings, and recommendations/briefings as needed
- Establishes positive customer relationships by providing punctual, cost-effective solutions
- Strengthened relationships with customers by understanding their needs and delivering tailored solutions that exceeded expectations
- Minimizes operational costs through efficient inventory management of spare parts and tools needed for field service activities
- Maintained company field response vehicle stocked with repair and replacement parts valued over $4 million dollars
Director of Operations
Homefix Custom Remodeling
06.2018 - 01.2020
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks ensuring company met $5 mil monthly goal
- Collaborated with senior management to develop and execute long-term company goals and objectives
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives
- Responsible for comprehensive management analysis and evaluation, taking into account, cost effectiveness, attainment of project goals and objective
- Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in over $1 mil savings
Regional Sales Manager
Homefix Custom Remodeling
08.2016 - 06.2018
- Achieved regional sales objectives ranging from $3-5 mil per month by coordinating sales team training, developing successful strategies, to strengthen business relationships
- Exceeded regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships
- Mentored new hires on best practices for building rapport with clients, ultimately contributing to a higher retention rate of customers within the territory
- Built relationships with customers and community to establish long-term business growth
Governmental Program Analyst
Department of Veteran Affairs
06.2015 - 07.2016
- Fully responsible for day-to-day operations for Office of Business Process Integration's (OBPI) five-billion-dollar monthly pay file
- Evaluated vendor proposals for goods/services procurement, ensuring alignment with project requirements while maximizing cost savings opportunities
- Facilitated meetings between stakeholders from different agencies/departments working collaboratively towards shared program goals
- Balanced competing priorities and resource constraints to ensure timely completion of all assigned tasks, maintaining high level of performance under pressure
Amtrak - General Foreman
Amtrak
04.2014 - 05.2015
- Primary leadership role while maintaining oversight responsibility to ensure proper communication of mechanical issues, safety issues and material issues ensuring equipment availability
- Responsible for all scheduled and unscheduled maintenance, inspections, and servicing of all Regional and long-distance passenger trains to enter/depart Union Station, Washington DC
- Ensured compliance with all relevant regulations and industry standards during the execution of assigned tasks, mitigating potential legal issues or penalties
- Showcased exceptional adaptability when faced with unexpected project challenges, rapidly adjusting strategies and reallocating resources to maintain progress and minimize delays
Aircraft Maintenance Supervisor
United States Air Force
02.2008 - 03.2012
- Inspects and maintains system integrity and aerodynamic safety of flight on 16 C-17 aircraft valued at over $3.2B
- Oversaw aircraft data management systems and other database applications for accuracy in order to access information necessary to prepare maintenance reports, to include determining the aircrafts mission capabilities MC)
- Organized ongoing maintenance schedules to boost aircraft readiness
- Supervised/ Managed upwards of 25 aircraft maintenance personnel
- Improved aircraft maintenance efficiency by implementing streamlined processes and procedures.
- Maintained accurate records of all maintenance activities, facilitating transparency and compliance with regulatory requirements.
- Increased on-time departures by effectively managing maintenance schedules and prioritizing tasks
- Championed quality control measures throughout all stages of the maintenance process, reinforcing a high standard of workmanship across the team.
- Mentored junior technicians in troubleshooting techniques, fostering growth and development within the team.
- Ensured a clean and organized workspace for maximum productivity during maintenance operations.
- Conducted regular performance evaluations of team members, providing constructive feedback for continuous improvement initiatives.
- Established a strong safety culture within the team, leading to improved adherence to OSHA regulations and industry best practices.
- Enhanced safety standards for maintenance operations, conducting regular inspections and audits.
Field Service Engineer
Lockheed Martin
03.2012 - 04.2013
- Performed Aircraft Test Procedures to include pre-flight aircraft preparation, ground & airborne flight direction, post-flight data reduction, reporting, analysis, troubleshooting and resolution assistance
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, electrical systems, avionics, aircraft countermeasure's and aircraft weapon systems
- Performed critical Quality Assurance "In-Process Inspections" (IPI) on all F-35 B/C systems for multiple testing points for aircraft airworthiness
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction
- Boosted team efficiency by sharing expert knowledge and troubleshooting techniques, enhancing overall service quality
- Enhanced team morale and performance, leading by example and providing regular feedback and support to colleagues
- Led efforts in maintaining accurate documentation pertaining to equipment history records, warranty claims, and service reports
- Collaborated with engineering teams during product development phases to provide valuable insights from a field service perspective
- Maintained tools and equipment, parts inventory, and library of aircraft manuals
- Performed detailed diagnostics to accurately identify root causes and implement appropriate solutions for improved system performance.
Education
Bachelor of Science - Aeronautics
Embry-Riddle Aeronautical University
Daytona Beach, FL04.2023
Minor - Aviation Safety
Embry-Riddle Aeronautical University - Daytona Beach
Daytona Beach, FL04.2023
Minor - Management
Embry-Riddle Aeronautical University - Daytona Beach
Daytona Beach, FL04.2023
No Degree - Advanced Systems-Flying Crew Chief School (FCC)
Boeing C17 Advanced Systems Training
McGuire Air Force Base03.2009
No Degree - Boeing C17 Engine Run School
Flight Safety
McGuire Air Force Base02.2009
No Degree - Master Technician Training GIV/G300/G400
Flight Safety International
Savannah, GA03.2007
Certification - Lockheed C130 Engine Run School
Flight Safety
Minneapolis, MN03.2005
Skills
- Excellent Communication Skills
- Skilled Project Manger
- Proficient with Microsoft Office (SharePoint, Word, Excel, PowerPoint)
- Experience in trouble-shooting complex multi-system problems
- Excellent Customer service
- Technical analytical & Trouble-shooting skills
- Operational Efficiency
- Critical Thinking
- Client Relationship Management
- Policy analysis
- Business process improvement
- Strategic planning and execution
Additional Information
~ References available upon request~
Timeline
Field Service Technician
Rapiscan Systems
03.2020 - Current
Director of Operations
Homefix Custom Remodeling
06.2018 - 01.2020
Regional Sales Manager
Homefix Custom Remodeling
08.2016 - 06.2018
Governmental Program Analyst
Department of Veteran Affairs
06.2015 - 07.2016
Amtrak - General Foreman
Amtrak
04.2014 - 05.2015
Field Service Engineer
Lockheed Martin
03.2012 - 04.2013
Aircraft Maintenance Supervisor
United States Air Force
02.2008 - 03.2012
Bachelor of Science - Aeronautics
Embry-Riddle Aeronautical University
Minor - Aviation Safety
Embry-Riddle Aeronautical University - Daytona Beach
Minor - Management
Embry-Riddle Aeronautical University - Daytona Beach
No Degree - Advanced Systems-Flying Crew Chief School (FCC)
Boeing C17 Advanced Systems Training
No Degree - Boeing C17 Engine Run School
Flight Safety
No Degree - Master Technician Training GIV/G300/G400
Flight Safety International
Certification - Lockheed C130 Engine Run School
Flight Safety
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