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Service, Project Management, Call Center/Customer Service Resume
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| Desired Industry: Business/Management |
SpiderID: 8559 |
| Desired Job Location: Crystal Lake, Illinois |
Date Posted: 8/30/2006 |
| Type of Position: Full-Time Permanent |
Availability Date: Now |
| Desired Wage: |
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U.S. Work Authorization: |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: |
Willing to Relocate: Yes |
Objective:
I am looking for a new opportunity to challenge and cultivate my strong analytical, technical and project management skills towards a brighter and more profitable future with longevity and growth. I would be interested in meeting with you to discuss any possibilities that you may have now or in the future. Please feel free to contact me via my cell @ 815-735-3026.
Experience:
Technical Support Manager, Cummins-Allison Corp. Mt. Prospect, IL
2005-Present
Provide technical support management to over 53 branches throughout the United States and Canada on high-speed currency sorting/counting devices. Perform technical audits and supervise branch installations, customer training and support for pre/post sales. Prepare technical bulletins, investigate technical issues and suggest modifications to design engineers. Also, perform Quality Assurance on the manufacturing line and suggest improvements during the build process.
Manager Support Services, Omron Transaction Systems (OST) Schaumburg, IL 1998 – 2005
I provided monthly contract billing and service reports to our customers. Managed Omron support desk and call center, which was responsible for diagnosis of service requests/technical support for 24x7 contracts. I managed a staff of seven call center representatives. The Metrics utilized for reporting were MCBF (Mean Cycle Between Failures), MTTR (Mean Time To Repair/Response) and RPC (Repeat Calls).
Provided Project Management for the rollout of over 500 Boarding Pass Readers (BPR’s) within a two-year timeframe in all fifty states plus Puerto Rico. Provided training to third party technicians to service United Airlines BPR’s and Automated Ticket Boarding Printers (ATB’s). Assisted United Airlines Research and Development department in the design and development of this custom made product line. I was the Project Manager for a rollout of 61intelligent turnstile units for Disneyland. Provided training for Disneyland technicians and third party technicians of this equipment. These were only part of my overall responsibilities at Omron.
Senior Field Engineer, Bank of America Oak Brook, IL
1996 ~ 1998
I was lead technician in charge of Automatic Teller Machines (ATMs). Our midwest regions uptime increased from 94% to well over 98.6% in just four short months; this was with six new technicians that had never worked on an ATM before. Performed training, installation, technical support, inventory management, PLC (profit and loss center) and service. Performed setup and installation of UNIX based file servers, Cisco routers, Windows NT workstations, Lexmark laser printers and various other components at new sites. Familiar with all aspects of branch installations and providing a turnkey operation along with continued product support. Performed third party training and overall guidance with new technicians and business partners. Opened 89 branches in 18 months and serviced all of these branches while continuing to expand our field operations and maintaining the highest degree of uptime and lowest call back ratios in the country all of this while staying within our assigned budget.
Skills:
I have spent the last 20 plus years building my management, sales, product management and customer skills toward a more challenging upward moving career. I have started my career as a field technician and worked up to management, which has provided me immense experience I would not have received any other way. I have directed many departments and personnel though out my working profession as well as managed several different large-scale projects from conception to finish on time and within budget.
Additional Information:
I have well over 20 plus years experience with project management. From managing turnkey Automatic Teller Machine (ATMs) installations for such companies as 7-Eleven, First National Bank of Chicago, Cole Taylor Banking Group (just to name a few) while employed with ETS. To directing and managing the rollout and service of over 500 boarding pass readers for United Airlines and over 61 intelligent turnstile units for Disneyland for Omron Transaction Systems.
Reference:
Upon request
Candidate Contact Information:
This candidate has chosen not to make contact information available on this page.
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