Christopher Couch Email & Phone Number

United States

Irving, Texas, United States

Managing Services - Louis VUITTON

Dallas/Fort Worth Area

Retired - Voluntarily served as an Intel Analyst with the TANG Department of Public Safety while overseeing 17 Customs Border Protection personnel as a Team Lead and providing direct support to the 136th Operations Group Commander. Researched websites involving illegal drug sales, conducted background checks, and analyzed and submitted complex data reports to agents as an Intel Analyst with the Department of Public Safety; a voluntary eight-month assignmentSupports Drug Management Program, with full accountability for 100+ personnel completing on-time monthly drug testingOversees multiple personnel programs while managing and maintaining all payroll and HR applications, as well as vital records for 100+ personnel annually; primary programs include:Re-enlistments, separations, promotions, assignments, transfers, retirements, and gainsOfficer and enlisted evaluations, awards and decorations, and Line of Duty (LOD)Payroll, leaves, non-judicial actions, and selective retentionsAROWS order processing, Defense Travel System (DTS), Family Care Plans, and DD-214sManagement Internal Control Toolkits (MICT)

Mcallen, Texas Area

NCOIC and liaison for ANG and key personnel to oversee the day to day responsibilities carried out and to maintain mission support with U.S. Customs and Border Protection.

Dallas/Fort Worth Area

Provided project leadership, as well as team leadership, direction, training, and guidance to 20+ handheld, application, and go-to-market analysts maintaining laptops, handhelds, iPhones, and iPads for 71 PepsiCo employees. Oversaw, onboarded, and trained 20+ IT Analysts on multiple applications and business process; included creating and maintaining schedules, conducting performance evaluations, and providing continuous mentoringCollaborated with cross-functional internal teams to produce project deliverables as Project Lead on handheld, business application, and go-to-market strategy; provided critical input on multiple key projectsLiaised between Tier 1 and Tier 2 support teams to mitigate escalations and provide ongoing coachingReduced response time to clients on production environment issues from seven to less than five daysGenerated multiple daily, weekly, and monthly reports to ensure accuracy and quality of dataRan business objects reports to provide metrics in support of productivity and performance improvementCreated various technical and knowledge tests to evaluate progressFacilitated and scheduled weekly Service Desk and Baseline Team meetings to provide feedback to team, as well as to address inquiries and/or concerns relating to new software updates, solution updates, and data analysis

Troubleshot a variety of customer issues, as well as distribution center and plant servers using tools such as Microsoft Lync, Dameware, Remote Assist, Remote Access/VPN, Microsoft Outlook, and Windows 7 and XPDelivered extended support on software installs as primary point-of-contactTrained and cross-trained all Analysts as primary Business Applications TrainerSupported SLA improvement as Service Desk and Baseline Team Project Lead for impact and urgency assessmentCreated a Hot Site solution to assist Service Desk with identifying critical locations