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Field Support Resume

Tampa, FL

OBJECTIVE
I am a cultivator of leaders with an emphasis on open and honest communication, problem resolution for quality process improvements and making and keeping commitments. I am looking for a management position that will allow me to take a team to the next level of excellence.

SUMMARY OF QUALIFICATIONS
I have twenty five plus years in IT Management and in building and leading top performance teams. I directed mainframe and client server teams in both home office and national environments. I have managed up to 225 team members in both manufacturing and telecommunications sectors. I display excellent problem solving skills along with a proven history of team building and mentoring team members.

WORK EXPERIENCE

Field Support , Confidential,Tampa, FL 2009-2010

  • Manage 7/24 Call Center
    • Implemented automation to eliminate 250,000 incoming project calls
    • Implemented automation to eliminate 60% of Call Center calls
  • Manage 7/24 Technical Support Team, Installation Planning Team

Director Field Support Confidential, USA, Tampa, FL 1996-2009

  • Managed National Desk Top Support organization of 175 team members
  • Supported 24 Call Centers, 1,800 Retail Stores, 2 Distribution Centers
  • Enterprise composed of over 150,000 components
  • Manage National Help Desk, Account Creation, Security Team and Change Control
  • Consolidated 5 regional Help Desk into 1 servicing 100,000+ customers
  • Managed the consolidation of National Teams for Application Support
  • Build corporate Data Center and launched 2 Corporate Call Centers
  • Managed WAN/NT, Call Management, 7/24 Data Center, Production Support Teams
  • Provided day to day interfacing with Israeli and India outsources company

Computer Systems Manager Confidential,Largo, FL 11/84 - 02/96

  • Managed Data Center, data security, chargeback, change control and technical support
  • ISO 9000 Auditor
  • Managed 7/24 scheduling, Data Center, Applications Support Group and System Programmers, Application Programming Staff
  • Moved 10,000 square foot Data Center
  • Lead offshore hardware project with overseas outsource for Order Entry project for two years

KEY SKILLS

  • Strong communicator with both local and remote team members
  • Excellent problem solving, outstanding team building, mentoring and leadership, strong manager with quality management passion
  • TOP SECRET clearance from U.S. Army

EDUCATION

    • Associate in Marketing Management
    • Computer Operator Certificate
    • ISO Certified

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