David Otto Jr

Experience

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  Bank of America

  Jan 2006 - Mar 2012

  Provided strategic analysis, real-time monitoring, and operational support to maintain workforce efficiency and continuity in a dynamic environment. Played a critical role in responding to disruptions and delivering actionable insights to senior leadership.* Monitored real-time workforce operations, mitigating risks and ensuring seamless continuity during staffing and technology disruptions.* Analyzed and resolved staffing patterns and operational challenges, optimizing resource allocation and response times.* Led responses to catastrophic weather and technology events, ensuring operational compliance and minimal impact on business functions.* Delivered detailed, data-driven reports to senior leadership, enhancing decision-making and process efficiency.* Streamlined processes using root cause analysis and business intelligence tools, driving operational improvements and increasing effectiveness. Show less Led and mentored call center agents in a dynamic, customer-focused environment, providing managerial support and ensuring adherence to performance standards.* Coached agents to improve call quality, identifying development opportunities and implementing strategies to enhance performance.* Delivered managerial support by monitoring team progress and guiding behavior to meet operational goals.* Consistently achieved exceptional monthly managerial reviews through effective leadership and performance optimization.* Excelled in fostering a collaborative and high-performing team culture in a fast-paced call center environment. Show less

  • Global Workforce Operations Analyst

    Jun 2007 - Mar 2012

  • Customer Service Team Lead

    Jan 2006 - Jun 2007
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  Rhode Island Army National Guard

  Dec 2008 - Dec 2024

  Senior Mechanic

  Led maintenance operations and team management to ensure the operational readiness of vehicles and equipment, contributing to mission success during routine and emergency scenarios. Supervised and mentored soldiers while fostering a high-performing, safety-focused team culture.* Coordinated scheduled and unscheduled maintenance activities, ensuring timely completion of critical tasks and maintaining unit readiness.* Supervised and developed a team of 3–5 soldiers, prioritizing their health, welfare, safety, and professional growth.* Collaborated with state and local law enforcement to execute emergency response strategies during severe weather events, such as hurricanes and floods, impacting thousands of Rhode Island residents.* Assisted in executing road closures, evacuations, and transportation logistics during emergencies, earning an Army Achievement Medal for exemplary service.* Developed and enforced adherence to local, state, and federal policies, ensuring compliance and contributing to operational success.COMMENDATIONS:Army Commendation Medal (2nd), 2020Joint Service Achievement Medal, 2018Army Achievement Medal (4th), 2017Army Commendation Medal, 2016Combat Action Badge, 2013Army Achievement Medal (3rd), 2013Army Achievement Medal (2nd), 2012Army Achievement Medal, 2009U.S. Army Training Center, Certificate of Achievement, 2009Non-Commissioned Officers Association of the U.S.A., Military Excellence Award, 2009 Show less

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  Sears

  Oct 2013 - Jan 2014

  Technician

  Gained foundational experience in automotive repair, specializing in tire and wheel services, lube services, and preventative maintenance. Delivered quality workmanship and exceptional customer service.* Mounted and balanced tires with precision, educating clients on the importance of proper tire maintenance and balancing.* Conducted lube services and routine maintenance, ensuring vehicle safety and performance.* Identified mechanical deficiencies and recommended necessary repairs, fostering trust and client satisfaction.* Developed skills in multitasking, troubleshooting, and workload prioritization to meet service deadlines effectively. Show less

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  Audi Natick

  Jan 2014 - May 2014

  Technician

  Gained foundational expertise in computer diagnostics and electrical repair while delivering high-quality vehicle maintenance and exceptional customer service.* Simplified complex repair explanations for clients, enhancing customer satisfaction and trust.* Repaired engine components, including intake systems, exhaust systems, and oil cooling systems.* Performed passenger vehicle brake services to ensure optimal safety and performance.* Conducted precise computer alignments for improved vehicle handling and alignment accuracy. Show less

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  Ryder System, Inc.

  May 2014 - Feb 2021

  Diesel Technician

  Developed advanced expertise in diagnosing and repairing diverse fleet commercial vehicles, from Sprinter Vans to large tractors. Delivered high-quality repairs and maintenance, ensuring optimal vehicle performance and safety.* Specialized in diagnosing electrical faults, CAN bus issues, and modern electronic engine problems to streamline operations.* Expertly interpreted wiring schematics and employed diagnostic tools to ensure accurate and efficient fault resolution.* Recognized for troubleshooting and repairing A/C systems, including complex electronic component faults.* Performed comprehensive mechanical repairs, including hub and brake services, air and exhaust systems, and preventative maintenance. Show less

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  US Army

  Jan 2017 - Jan 2018

  Maintenance Control Supervisor

  Directed the maintenance and readiness of 485 tactical and non-tactical vehicles valued at $20M, achieving 95% operational availability through proactive maintenance protocols and efficient resource management.* Coordinated with 25 vehicle control officers to optimize asset allocation and personnel logistics across the task force.* Managed and deployed mass transportation assets for emergency response scenarios, ensuring critical resources were available and operational.* Collaborated with local leadership and emergency management teams to enhance transportation protocols, improving response times and ensuring community safety during emergencies.* Advocated for and implemented modern MIS systems, increasing data accuracy and reducing administrative burdens. Show less

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  US Army

  Jan 2020 - Nov 2020

  Customs & Border Clearance Non-Commissioned Officer-in-Charge (NCOIC)

  Led a cross-functional team in managing and safeguarding over 5,000 customs-cleared military assets valued at $1.5M, ensuring compliance with CENTCOM regulations and maintaining operational readiness in a high-pressure environment.* Transformed outdated policies into streamlined Standard Operating Procedures (SOPs), enhancing procedural efficiency and ensuring full compliance with organizational and CENTCOM standards.* Directed the safeguarding of assets, improving accountability and operational accuracy through meticulous coordination with internal stakeholders and external partners.* Trained and supervised a team of 3–5 soldiers, fostering technical proficiency and achieving recognition for exceptional performance under austere conditions.* Collaborated effectively with leadership and stakeholders to build trust, enhance communication, and achieve mission-critical objectives.* Recognized by senior leadership for exceptional teamwork and coordination, contributing to the successful execution of mission goals. Show less

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  Rush Enterprises, Inc

  Nov 2021 - Feb 2023

  Technician

  Specialized in diagnosing and repairing complex motor vehicle issues while delivering exceptional customer service. Played a key role in maintaining quality standards and enhancing the dealership’s reputation as a trusted service provider.* Analyzed and repaired intricate vehicle deficiencies, ensuring reliable and timely service delivery.* Communicated equipment status effectively, providing clear written reports and detailed oral explanations to customers.* Enhanced customer trust and satisfaction through consistent, high-quality service and transparent communication.* Managed and prioritized multiple repair tasks across diverse vehicle types while adhering to strict quality standards. Show less

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  Lockheed Martin

  May 2023 - Dec 2024

  Senior Field Service Engineer

  Served as de facto Team Lead for a 6-member unit, leveraging technical expertise and leadership skills to oversee system configuration, software updates, and training operations. Ensured seamless integration and zero downtime for advanced military training systems.* Configured sensors, devices, and communication infrastructure using Six Sigma principles, achieving flawless system performance.* Directed software updates and integrations, ensuring zero lost training days in 2023.* Minimized downtime by resolving technical issues on-site during exercises.* Supported training exercises for 500+ soldiers by mentoring four technicians and enabling dual-system operations. Show less