OBJECTIVE

A results oriented Project/Account/Customer service manager for a innovative company that is open to ideas, is fast paced, responsive, promotes team work and collaboration, and offers a challenging role where my abilities to communicate verbally and in writing, identify customer needs, plan and initiate  action will result in clear common vision,  improved moral and increased productivity leading to improved customer relationships, new markets, improved profits, and projects that are delivered in time and under budget.

   EXECUTIVE SUMMARY

Senior Customer Service Manager, Project Manager and Technical Support Engineer

Dynamic customer focused, support and customer care manager with over 20 years of successful experience developing and managing service delivery processes, service metrics, providing technical and application support, application troubleshooting and support via phone and in the field. Proven track record of reviewing customer application requirements and providing solutions recommendations, customer training and support training. Highly experienced in a wide range of customer facing process including IT support, training sessions and business analysis, managing price delivery inquiries, formal quote requests, sales orders and service orders. Strong quantitative and analytical abilities  with excellent problem solving skills, interpersonal skills, communication skills and presentation skills.  An effective team member and contributor with exceptional work ethic and energy skilled at developing and maintaining relationships with customers and account managers. Highly detail oriented professional with strong organizational skills, cross-functional experience and exceptional ability to multi-task and succeed in a fast paced numbers driven environment. Background includes electronics industry, networking equipment industry, computer support industry, small businesses. Significant work experience supporting  diverse range of firms such as Walmart, Reitmr, Real Estate investment trusts and volunteer with the Sports Car Club of America.

EXPERIENCE HIGHLIGHTS

Title: Helpdesk ticket analyst.                                                                                                                        2012 - 2013

Randstad at Wellington Management (contract)

 Duties:Worked with other teams in IT to help resolve old tickets and redirect misplaced tickets. Installed software and setup accounts.

Title: Help Desk Analyst                                                                                                                    2005 – 2012 Reitmr and Five Star Quality Care - Real estate Management Company with properties in 36 states.                                                                       2005 - Present

Duties: Manage account relationships for key clients. Identify technical computer related issues, develop engineering solutions, plan and execute projects involving multiple parties and guide clients with various levels of expertise to a successful problem resolution including dealing with irate customers. Focus team to deliver highest level of client satisfaction by receiving, resolving and/or escalating customer issues. Develop and document support plans and service delivery processes. Ensure 100% client reference-ability. Maintain technical support database. Provide leadership and guidance to team members. Remotely install and update software on PC’s and handheld devices. Support operating systems and multiple business applications for medical professionals, caseworkers, and other clients in company’s assisted living services and property leasing company. Proactively, identify opportunities to expand services.

• Successfully maintained 5000 computer user’s in 36 states at over 400 different locations.
• Increased productivity by over 6% by proactively identifying and resolving issues before they effect productivity.
• Recognized by clients and senior management for representing and being a champion of their support needs.
• Reduced related tickets by over 70% for 6 complex technical issues by researching and creating solutions.
• Increased group productivity by 10% by mentoring team members to help them provide best of class support.
• Reduced support time by 91% by proactively addressing clients drive space issues.

· Repeatedly recognized by upper management for improving client satisfaction by creating and maintaining relationships with customers and account managers.

• Improved productivity by over 5% by proactively helping implement a multi-tier incident handling system.
• Successfully created, executed and revised project work plans to meet the changing needs of the client.
• Successfully planned and executed projects involving multiple parties, acted as a mentor/advisor and go to person on certain projects, tasks and operations.
• Identified over 4 opportunities for efficiency enhancements that were adopted by management leading to over 5% reduction in tickets.

Title Owner/Computer Service Representative                                                                                       1997- 2005                                                            2001 - 2005

March Enterprises, Medfield, Ma,  Consulting and Supporting companies around New England              

Duties: Managed account relationships with  clients.  Provided technical support, client services, and customer care activities.  Upgraded, repaired and serviced PC’s, point of sale equipment, TV’s, network equipment,  and servers. Investigated and inspected buildings and recommended how to use a space to maximize performance of the computing equipment. Developed new business by identifying opportunities with clients.

• Grew business by 10% year over year exceeding the customer expectations and delivering on time service.
• Developed and successfully maintained relationship with multiple customers in all 6 New England states.
• Managed client expectations and developed project reports to communicate project deliverables and risks.
• Worked closely with cross-functional organizations (i.e. R&D, manufacturing, and marketing, etc.)

influencing design and manufacture for supportability to ensure successful product/service introductions and best in class service delivery.

Title: Chief of Sound Control/Race Organizer                                                                                                               1988 - 2001                                                                             1987 - 2001

Sports Car Club of America, New England Region

Duties: Represented sound control at the New England region’s competition board meetings, responsible for putting on 8 major races a year at multiple locations, maintained sound meters, commercial radio’s and laptops.  maintained a log of sound readings, communicated these readings with the racing community, oversaw the reduction in the sound limit across the country. Provided a high level of verbal and written communication.

• Saved the club over 50% in radio equipment cost by analyzing and developing cost effective alternatives. 
• Reduced noise pollution by successfully influencing national board to lower sound limits by 5 db.
• Lectured drivers and officials on sound control and the important role that will play in the future of motor racing.
• Recognized numerous times by stewards and national board for contributions to various events.

Title: Test Engineering Tech                                                                                                                   1991 - 1997                                          1991 - 1997

Proteon, Westborough, Ma, A network equipment products company

Duties: Fabricated test equipment, programmed test scripts, designed wire harnesses, debugged complex electronics using various scopes and meters, maintained a database of fixes, evaluated vendors, analyzed products, maintained testers, trained and delivered training material, communicated with customers and management, programmed computers.  Can multi task and work under tight schedules.

• Reduced costs by 5 % by negotiating with parts houses for the best deal.
• Provided best of class service and support to remote manufacturing sites.
• Mentored and trained new employee’s in the art of electronic debug.

Title: Electronic Engineering Technician                                                                                                             1986 - 1991                                                                                                                                        1986 - 1991

March Enterprises, Medfield, Ma

Duties: Fabricated electronics, assembled electronics, analyzed circuit design, repaired cables, designed electronic burn in racks, fabricated mechanical fixtures, built circuit boards, inspected electronic chips,

• Grew business by 10% year over year exceeding the customer expectations and delivering on time service.
• Developed relationship management skills, leadership skills by negotiating multiple short term assignments

                                           EDUCATION AND CERTIFICATIONS

Bachelors of Science in Electrical Engineering Technology/Northeastern University, 1986

PMI Study/Project Management Course, 2012

Microsoft Systems Engineer/Clark University Computer Institute, 1998

Nuclear Weapons Tech/Army Redstone Arsenal,

Microsoft Certified Systems Engineer; Clark University Computer Institute; 1999

Open Route Software Router Certification; Proteon Corp; 1996

Licensed Ham Operator; FCC; 1992

AFFILIATIONS/VOLUNTEER WORK/AWARDS

SCCA 1994 & 1995 Sound Control Employee of the year	Most asked for person on Help Desk
2001 NESCCA Employee of the year	MCSE
New England Region Employee of the year	Arthritis Foundation Volunteer