Jeffrey N Carter15903 SE Oatfield Rd.Milwaukie, OR 97267carterzest@gmail.com 503 901-1807

EDUCATION:

BA in Speech Communications

Portland State University - Portland, OR 1987 to 1991

WORK EXPERIENCE:Grid Operations Security Alarm (GOSA) Coordinator -Transmission Dispatch - PCCPacifiCorp - Portland, OR – August 2007 to Present

Responsibilities:The Grid Operations Coordinator position has the responsibilities of monitoring the operational status alarmsassociated with security systems installed at PacifiCorp's critical transmission substations and the operationalalarms associated with the Company's microwave communication systems. Shift work with rotating 12 hourschedules. Responsible for drafting policies and procedures for a new position created to help the companycomply with NERC CIPS, FERC and WECC regulations. EUSO (Electric Utility Systems Operator) certified, workingon becoming NERC/FERC certified to move into Grid Operator or Balance & Interchange position. Responsiblefor hourly actual’s checkout with neighboring balancing authorities. Resolve discrepancies in numbers and fixbad values as needed. Assist in identifying and reporting bad load and generations values to appropriate Communications Technicians/Network Support Specialists and following up on timely correction of issues affecting tie lines and telemetered values. Monitor and respond to GPS mobile tracker devices throughout PacifiCorp Territory.Responsible for responding to and acknowledging alarms and operating cameras at all of PacifiCorp’s Critical CyberAsset (CCA) Substations including hard wired cameras and mobile cameras. Access administrator responsible for badging and reports for all CCA facilities in PacifiCorp territory.Responsibilities of this position include the following:• Monitor video systems, intrusion alarms and access controls installed at critical facilities.• Prepare reports on operational conditions.• Maintain a log of security issues.• Maintain log of alarm and response information.• Monitor operational alarms associated with microwave and other communication systems.• Notify appropriate staff of alarm and operational situations.• Monitor Communications channels and switch to back up Communication channels as needed.• Monitor CCR/ICCP links between companies on the Western Interchange.• Monitor and respond to access control events, including badging at all CCA facilities.• Prepare reports and respond to incidents at CCA facilities including dispatching of personnel and law enforcement. • Continually updating LE contacts for class A and CCA sites.• Maintain spreadsheets for substation physical security repairs• Coordinate service calls to sites and manage and approve work orders for payment.• Prepare reports of security breaches and detail events and actions taken, lessons learned.• Liaise with local personnel to correct problems at sites in relation to physical security breaches.• Maintain Grid Operations Security procedures: archive, draft and current.• Maintain reference & procedure manuals for 6 state area including law enforcement contacts and local responders.• Process and respond to security and video retrieval requests ensuring proper approval and chain of custody.• Assisted in developing and maintaining list of current staffing requirements at Critical Substations.• Respond to intrusion detection incidents, dispatching Law Enforcement and Company Personnel.• Assist in sabotage event reporting, ensuring appropriate party fills out appropriate forms per standards & follow up.• Assist in provisioning, troubleshooting and installation of cameras, card readers, and fence zone detection systems.• Worked to develop and maintain comprehensive list of sites all communication sites/facilities, including lat/long and map points.

Customer Service RepresentativePacifiCorp, Portland OR - Portland, OR - September 2005 to August 2007

Responsibilities:CSE at Pacific Power/Rocky Mountain Power call center. Backup gatekeeper dealing with work orders ensuringNo customer guarantee failures. 24/7 call center requiring mandatory overtime when service level dictated.Graduated to call center floor December, 2005. Billing level 1 Qualification Card, CSS level 1 Qualification card and basic building blocks of entry level CSE with added bonus of over 7 years Call center. I accepted position as Grid Operations Coordinator in Transmission Dispatch at PCC, Portland Control Center. Backup Gatekeeper dealing with Customer Service Guarantee orders and service order quality.

National Business Accounts Customer Care Qwest Communications Portland, OR - March 2000 – August 2004

I started at US West (now Qwest-now Centurylink) with 4 months intensive training in system applications, call handling, problem resolution, customer relations, and product knowledge and technology previous to floor experience.  Exceeded call handling prerequisite tests before graduating to call center floor. Excelled at handling all incoming calls in a friendly, efficient manner.  Used customer interaction to learn customers' business goals and was extremely successful in offering products to the customer as business solutions.  Consulted new and existing customers on products and services including land line, PCS and web applications, serviced and sold designed services, ISDN and DSL. Accepted role as a SME (Subject matter expert) for 140 CSR's in servicing and maintaining PCS customers as vendor had canceled contract.  Responsibilities included developing a training manual from scratch which included researching Qwest's databases on PCS service and finding managers with experience in a PCS sales/service environment. I worked with a hand-picked team of CSR's from my office which required the ability to work as a team player within deadlines. We developed a training program that used 3 specific training methods; written, visual and hands-on.  We worked in alternating pairs for over 6 months with the employees in our department, then continued on call for another year available to help any CSR at any time, even if on another phone call, etc... Our team was responsible for creating a loaner program for our PCS services which employees could sign up for, and use for a specified period of time. Any Qwest PCS phone that we were currently offering our customers was available to our center. This not only helped allow the training we offered to our employees, it also had the effect of creating product familiarity with our employees.  That familiarity boosted our ability, as an office, to both sell and service Qwest's PCS products.  As a team, we created a system in which we always had two teammates able to handle any issues our CSR's ran into on live calls as they were integrating the PCS sales/service calls into our center.  I helped develop employee confidence in the company's PCS platform by being part of this team. At the same time, I was also responsible for my monthly objectives, as a fellow CSR, and met or exceeded my call center objectives while I was working as a PCS SME for my office.  I have the ability to work on multiple projects simultaneously and succeed, as well as meet any other objectives that are required in a call center environment. I effectively consulted with business customers to determine their complete communications needs. Reviewed accounts with customers and made sales recommendations that benefited both the company and customers. Diffused escalation's and built a base of commendations by building successful relationships with customers based on follow through, integrity and extensive knowledge of internal applications and systems. 2002 posted 169% of objective. 2003 posted 184% of objective, 2004 posted 169% of objective to date. Developed and maintained ever growing base of customers via excellent customer service and willingness to help and listen. Center closed 8-20-04, corporate downsizing.

Operations/Boarding AgentMerit Steamship Agency - Portland, OR - March 1999 to August 1999

Responsibilities:Boarding agent, customs brokerage, vessel entrance/clearance, manifesting of Cargoes, repatriate crew in/out, travel arrangement, repair facilitation and Coordination, first contact to ships, all aspects of international shipping 24Hours/7 days per week including nights weekends and holidays. Troubleshooter: Serious impact and responsibility. Dispatch and work schedule arrangement: all calls, all matters concerning vessels) act on behalf ofOwners /chatterers /operators etc. for maintenance and repair coordination;

Reporting of progress, delays, ETA (arrival times), ETB (est. berthing times), ETC (completion of loading times), and ETD. (Est. departure times), emergency dispatch, provider of schedule and bridge between ship owners, charterers,Crews, US Customs, INS (Immigrations), Columbia River Bar Pilots, Columbia River Pilots, tug companies, lines bureau, stevedoring services and all sides of all Cargoes discharged/laden in our river system.

Operations/Boarding AgentInchcape Shipping Services - Portland, OR - June 1997 to September 1998

Responsibilities:Boarding agent, customs brokerage, vessel entrance/clearance, manifesting of cargoes, repatriate crew in/out, travel arrangement, repair facilitation and coordination, first contact to ships, all aspects of international shipping 24Hours/7 days per week including nights weekends and holidays. Troubleshooter: serious impact and responsibility. Dispatch and work schedule arrangement: all calls, all matters concerning vessels) act on behalf of owners /charterers /operators etc. for maintenance and repair coordination; reporting progress, delays, ETA (arrival times), ETB (est. berthing times), ETC (completion of loading times), and ETD. (Est. departure times), emergency dispatch, provider of schedule and bridge between ship owners, charterers, crews, US Customs, INS(Immigrations),Columbia River Bar Pilots, Columbia River Pilots, tug companies, lines bureau, stevedoring services and all sides of all cargoes discharged/laden in our river system.

Marine Reporter/River/Bar Pilots dispatchMerchants Exchange of Portland - Portland, OR - October 1996 to June 1997

Responsibilities:Marine reporter/Columbia River Pilots dispatch. Position as a liaison between USCG, facility docks from Astoria to Portland including Longview, WA, Kalama, WA, Vancouver, WA and Coos Bay, OR traffic. Answering service for over 65 maritime related businesses. MFSA dispatch (Maritime Fire and Safety Association) as well as Clean Rivers Cooperative dispatch coordinator. Interactions between the facilities, shipping agencies, and maritime communityIn the event of an oil spill or disaster on the Columbia Willamette river system. Spill drills. Basically, 911 dispatch operator for the river.

Purchasing Agent/Order DeskPrecision Equipment Inc. - Portland, OR - March 1994 to November 1995

Responsibilities:Purchasing agent/Order desk for specialty machine shop with industrial hard Chrome division, specialty machine shop, cylinder/hydraulic repair shop, Specialty welding shop. Handled all shipping/receiving and purchasing as wellAs first customer contact for walk in business.

Purchasing AgentJewell Mfg. - Mollalla, Or - March 1993 to February 1994

Responsibilities:Purchasing agent for specialty logging equipment manufacturer.

Self EmployedFleurs, Flowers, Flores - July 1992 – February 1993

Opened three flower carts in sidewalk locations on the street in downtown Portland. Purchasing and supervising 3-5 employees and sales of flowers and other craft related items. Post college dream career which did not take off!

Cleaning Supervisor/Backup Area Manager/Resident ManagerPortland Student Services June 1987 – July 1992

College job responsible for all aspects of property management and maintenance. Cleaning and rental of over 600 student housing units on a turnover basis. 24 hour on call supervising over 15-45 employees at peakturnover times.