1. Jeffrey N Carter
15903 SE Oatfield Rd.
Milwaukie,OR 97267
carterzest@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 - PCC
PacifiCorp - Portland,OR – August 2007 to Present
Responsibilities:
The Grid Operations Coordinator position has the responsibilities ofmonitoring the operational status alarms
associated with securitysystems installed atPacifiCorp's critical transmission substations and the operational
alarms associated with the Company's microwave communication systems.Shiftwork with rotating 12 hour
schedules.Responsible for drafting policies and procedures for a new pos ition created to help the company
complywith NERC CIPS, FERC and WECC regulations.EUSO(Electric Utility Systems Operator) certified,working
on becoming NERC/FERC certified to move into Grid Operator or Balance & Interchange position.Responsible
for hourly actual’s checkoutwith neighboring balancing authorities.Resolve discrepancies in numbers and fix
bad values as needed. Assistin identifying and reporting bad load and generations values to appropriate
Communications Technicians/Network SupportSpecialists and following up on timelycorrection 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 atall of PacifiCorp’s Critical Cyber
Asset(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 atcritical 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 staffof 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 atall CCA facilities.
• Prepare reports and respond to incidents atCCA facilities including dispatching of personnel and law enforcement.
• Continuallyupdating LE contacts for class A and CCA sites.
• Maintain spreadsheets for substation physical securityrepairs
• Coordinate service calls to sites and manage and approve work orders for payment.
• Prepare reports of securitybreaches and detail events and actions taken,lessons learned.
• Liaise with local personnel to correctproblems atsites 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 enforcementcontacts and local responders.
• Process and respond to securityand video retrieval requests ensuring proper approval and chain of custody.
• Assisted in developing and maintaining listofcurrent staffing requirements atCritical Substations.
• Respond to intrusion detection incidents,dispatching Law Enforcementand CompanyPersonnel.
• Assistin sabotage eventreporting,ensuring appropriate party fills out appropriate forms per standards & follow up.
• Assistin provisioning,troubleshooting and installation ofcameras,card readers,and fence zone detection systems.
• Worked to develop and maintain comprehensive listofsites all communication sites/facilities,including lat/long and
map points.

2. Customer Service Representative
PacifiCorp,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 ensuring
No customer guarantee failures.24/7 call center requiring mandatoryovertime 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 ofentry level CSE with added bonus ofover 7 years Call center. I accepted position as Grid
Operations Coordinator in Transmission Dispatch atPCC, Portland Control Center. Backup Gatekeeper dealing with
Customer Service Guarantee orders and service order quality.
National Business Accounts Customer Care
QwestCommunications 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 productknowledge and technologyprevious 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 de signed
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 ofCSR's from my office which required the ability
to work as a team player within deadlines. We developed a training program thatused 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 oftime.Any QwestPCS 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,italso had the effect
of creating product familiaritywith our employees. That familiarityboosted 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 metor 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
simultaneouslyand succeed,as well as meetany 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 thatbenefited both the company and customers.
Diffused escalation's and builta base of commendations bybuilding successful relationships with customers ba sed
on follow through,integrity and extensive knowledge ofinternal 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 ofcustomers via excellentcustomer service and willingness to help and listen.Center closed 8-20-04,
corporate downsizing.
Operations/Boarding Agent
Merit 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,firstcontactto ships,all aspects ofinternational shipping 24
Hours/7 days per week including nights weekends and holidays .Troubleshooter: Serious impactand responsibility.
Dispatch and work schedule arrangement:all calls,all matters concerning vessels) acton behalf of
Owners /chatterers /operators etc. for maintenance and repair coordination;

3. Reporting of progress,delays,ETA (arrival times),ETB (est. berthing times), ETC (completion ofloading times),and
ETD. (Est. departure times),emergencydispatch,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 ofall Cargoes discharged/laden in our river system.
Operations/Boarding Agent
Inchcape 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,firstcontact to ships,all aspects ofinternational shipping 24
Hours/7 days per week including nights weekends and holidays.Troubleshooter: serious impactand responsibility.
Dispatch and work schedule arrangement:all calls,all matters concerning vessels) acton behalf of owners
/charterers /operators etc. for maintenance and repair coordination; reporting progress,delays,ETA (arrival times),
ETB (est.berthing times), ETC (completion ofloading 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 ofall cargoes
discharged/laden in our river system.
Marine Reporter/River/Bar Pilots dispatch
Merchants 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 community
In 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 Desk
Precision EquipmentInc. - Portland, OR - March 1994 to November 1995
Responsibilities:
Purchasing agent/Order desk for specialtymachine shop with industrial hard Chrome division,specialtymachine
shop,cylinder/hydraulic repair shop, Specialty welding shop.Handled all shipping/receiving and purchasing as well
As first customer contactfor walk in business.
Purchasing Agent
Jewell Mfg. - Mollalla,Or - March 1993 to February 1994
Responsibilities:
Purchasing agentfor specialtylogging equipmentmanufacturer.
Self Employed
Fleurs,Flowers,Flores - July 1992 – February 1993
Opened three flower carts in sidewalk locations on the streetin downtown Portland. Purchasing and supervising 3-5
employees and sales offlowers and other craft related items.Postcollege dream career which did nottake off!
Cleaning Supervisor/Backup Area Manager/Resident Manager
Portland Student Services June 1987 – July 1992
College job responsible for all aspects ofproperty managementand maintenance.Cleaning and rental ofover 600
studenthousing units on a turnover basis.24 hour on call supervising over 15-45 employees atpeak
turnover times.