Field Services Manager Resume KY - Hire IT People

SUMMARY

High - energy Supervisor successful in building and motivating dynamic enterprise level Help Desk teams.
Customer-focused Desktop Support with over 10 years of experience with a broad spectrum of computer operating systems, applications, and hardware.
Exceptional customer service and communication skills; consistently conveys competence and concern to end users.
Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Field Services Manager

Confidential, KY

Responsibilities:

Manages a team of 15 support personnel who troubleshoot IT issues, deployment and break / fix of computing devices and/or infrastructure
Direct, motivate and develop organizational staff to maximize their individual contribution, professional growth and efficacy on a team
Managing projects utilizing multiple consultants/staff in various locations
Ensure that the goals / productivity levels are met timely, if not make arrangements such as recruiting more people for that particular task and complete the goals timely
Responsible for recruiting/training and scheduling tasks to right persons for the organization
Maintained electronic record of all supplies and followed their area, utilization, repair needs and utilization rate
Responsible for providing higher level of satisfaction to the clients/customers, monitor and make evaluation on the quality of the call and also note down the client/customer feedback about what they feel about the support
Resolved customer complaints and concerns with strong verbal and negotiation skills
Provide laptop, desktop, VoIP phone related, mobile devices coupled with various application support
Produce reports, documents, graphs and other management tools for tracking Service Requests’ in Remedy and Service Center

Technical Project Manger

Confidential, Oak Park, MI

Responsibilities:

Manage and support an entire printing environment
Create, enhance, and follow all applicable managed print services process
Manage supplies, service maintenance, and equipment
Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
Analyzes, defines and documents clients requirements
Manage, perform and facilitate all remote locations and 3rd party technicians
Ensure maximum issue resolutions in minimum time
Manage and provide monthly metrics pertaining to service levels
Management of Executive team and other high demands pertaining to service levels
Design and implement projects that lower overhead and increase profits for the company
Manage print servers running both Windows Server 2003 and 2008
Provide client solutions through analysis and research along with post product support
Use PC based networking tools to troubleshoot connectivity issues
Proficient in HP OpenView, Service Center Client for managing tickets(Incident, Problem, Requests)
Consult with Tier 3 business team to implement new and existing affiliates into the managed print environment by assisting in overall project planning
Managed approximately 1200 imaging devices for a large client, and provided all levels of support
Consulted the client's IT department in order to provide solutions for their customer and implement said solutions
Troubleshoot and provide support for network connectivity issues for devices