Technical Management Resume

Desired Industry: Computer Hardware	SpiderID: 20096
Desired Job Location: Sparta, Tennessee	Date Posted: 3/17/2008
Type of Position: Full-Time Permanent	Availability Date: Immediate
Desired Wage: $40k-$50k
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, More Than 75%
Highest Degree Attained: High School/Equivalent	Willing to Relocate: No Preference

Objective:
SUMMARY
An accomplished services professional with extensive development in customer service management, project leadership, and technical fields. A driven resolver, with proven track record in sales, support, training, and startup environments. A business owner, with the requisite acumen to manage, innovate, and grow the business.

Experience:
PROFESSIONAL EXPERIENCE

Provisions Group, LLC, Franklin, TN
JANUARY, 2008 TO FEBRUARY 2008 (1-WEEK CONTRACT)
Deployment Assessment Team Lead for CHS/Trinity Medical Center Upgrade Project
 Performed system-wide computer systems assessment, using client/server and local storage methods, in preparation for complete upgrade path. This was a large, multi-level facility, with over 1000 discrete units.

Science Applications International Corporation (SAIC), Oak Ridge, TN
December, 2007 to January 2008 (1-Month Contract)

Information Center Support Specialist Team Lead

 Assumed leadership role for United States Army Reserve Command helpdesk support project team.
 Passed Secret security clearance for position.

DELL INC., Nashville, TN
1999 to 2007
Technical Support Coach, 2000 to 2002; 2005 to 2007
 Coached phone agents on company policies.
 Counseled phone agents on performance improvement.
 Trained teams on internal tools usage.
 Supported phone agents in technical matters.
 Developed technical and policy training materials for internal use.
 Monitored internal staffing levels to improve call flow.
 Coordinated internal dissemination of information.
 Supported all Microsoft operating systems from Windows 3.1 forward.
 Supported all PC hardware and peripherals from legacy circa 1984 forward.
Dell Services Sales, 2004 to 2005
 Determined customer needs for support services.
 Contracted for software support services.
 Provided support for non-Dell software issues.
 Leveraged knowledge of customer mindsets to personally exceed sales goals for division.
Dispatch Manager, 2002 to 2004
 Provided oversight on service dispatches.
 Analyzed procedural flaws and determined systemic failure points.
 Designed improved dispatch procedures.
 Converted whitepaper data to useable training content.
 Increased resolution rate for commodity-based service dispatches.
 Supervised phone agents requesting services.
Technical Support Phone Agent, 1999 to 2000
 Provided premium telephone technical support directly to Dell customers.

PCS OF SPARTA, Sparta, TN
RASTER ELECTRONICS, Sparta, TN

1984 to Present
Owner
 Offered local community computer support and repair services.
 Managed business activities, budgeted for short and long-term needs.
 Maintained quality control on product and services provided.

Education:
EDUCATION
White County High School, Sparta, TN
Diploma
Tennessee Technological University, Cookeville, TN
Majored in Computer Science and Industrial Technologies
Nashville State Technical Institute, Nashville, TN
Majored in Electronics Engineering Technology

Skills:
� Microsoft Certified Professional
� Expert With Current and Legacy Hardware and Software
� CompTIA A+ Certified
� Dell Certified Systems Expert
� Technical and Policy content Creator and Editor
� Leader In the Field
� Systems Assessment and Deployment Experience, in a Corporate Environment

PROFESSIONAL DEVELOPMENT
Emergency Responder Training
Financial Governance Training
�Train the Trainer� Training
Six Sigma Training

CERTIFICATIONS
Microsoft Certified Professional since 2000 � MCP ID#2140713
Dell Certified Systems Expert � All Portable Systems
Cell Certified Systems Expert � All Desktop Systems
Dell Certified Systems Expert � All POS Systems
CompTIA A+ Certification circa 2007

Reference:
Donald Kempf 931-801-5312
Dwayne Jones 615-389-4317
Christopher Ingraham 615-403-5318

Candidate Contact Information:

Name: William Frasier
Street: -	Phone: 931-510-2292
City: Sparta	Fax: -
State: Tennessee
Zip: 38583
Web Site: http://www.pcsofsparta.com