Objective:

Seeking a management position where I may utilize my skills, education and experience to help the company's growth.

Skills:

Employment:

Confidential

Service Desk Supervisor

• Acts as first point of escalation in the absence of Manager Help Desk
• Supervises the daily routine activities of the Service Desk, providing day to day support on incidents that arise, Interviewing and Hiring activities.
• Incident Management- This includes participation in Critical incident notifications as scheduled
• Knowledge Management, Process and Procedure - Making sure Service Desk knowledge base is up to date and coordinates modifications with associates who are assigned as admins. Also works as a liaison with business/second level partners to ensure we have the correct workflow processes and procedures documented, created and revised. Participates in activities where we are setting and communicating clear department goals and objectives with the entire team. Including Performance management and the individual development planning process annually including a mid year review, salary recommendations.
• Provides Guidance and manages the day to day development of each associate including effective on boarding and on the job training. Including daily ticket audits and managing
• Maintain Service levels Both with ACD/phone SLA's, and ticket assignment/escalations
• Participates in management of vendor relationships related to service/support agreements.
• Project team and steering committee for the purchase, development and implementation of Remedyforce ticketing system.
• Helpdesk Representative Level
• Lead trainer for all new employees
• Perform troubleshooting on POS register and store computer hardware and software.
• Worked with Service Desk manager and Supervisor to update and maintain a Knowledge Base document for training and troubleshooting for the Service Desk associates. Including the development of policies and procedures to enhance the Service Desks customer service.
• Established relationships with other IS department managers to create and implement policies and procedures for ticket escalations.
• Worked with Service Desk manager and Supervisor to maintain Service Level Agreement policies.
• Personally maintained excellent to above excellent call volume, email and webmail performance including employee of the month 10 times within a 12 month time frame.

Confidential

Network Support Specialist

• Perform desk side and over the phone support for over 900 user within the City Of Lakewood campus, including the Lakewood Police Department and all Lakewood recreation centers.
• Customer service including training and assisting users with computer issues.
• Worked with Lakewood's Radio Communications division to reprogram and replace over 500 emergency service radios between City of Lakewood, City of Wheatridge and West Metro Fire and Rescue
• Responsible for the creation and implementation of new PC images to be deployed on all new PC's throughout the campus.

Confidential

Independent Outside Sales Contractor

• Steel building sales. Including marketing and advertising. Quoting and first person contact with end customer and local area project consultants / dealers. Assisting customers in developing style of building to purchase.
• Customer service with emphasis on problem resolution and building customer repore and confidence.
• Dealer development call center. Outgoing B2B cold calling and referral calling. Building dealer network across country. Average phone time required and met is 100 calls and 3 hours communication time daily.
• Assist with local IT, including PC and server maintenance and repair.

Confidential

LEAD INSIDE SALES /ESTIMATING Door and Millwork division

• Management of major division accounts including, but not limited to, sales, bidding, product training, and collections. Handling all phone calls from builders in the field, receiving orders and producing orders to send to production. Assisting walk in customers to determine what products they are looking for, including show room sales.
• Inside Sales Backup of Three outside salesman that averaged 100 thousand per month each
• Worked with General Manager to institute policies and procedures between the different departments.
• Worked with corporate office in Portland, Oregon as the local IT support.
• Estimating and bidding
• Takes offs from plan sets including, interior trim and exterior doors.
• Calculating and pricing materials based on specific margins and markup

Confidential

Sales Manager Door and millwork division

• Manage all aspects of operations, sales, and business development for the sales division including the exterior install division and warranty department.
• Responsible for reporting forecasts and strategy for division to company president ,vice president and division manager quarterly and yearly
• Assist in the development of overall company strategy yearly
• Develop several new lines of business, expanding customer base, one of which accountable for 1.2M in sales in 2006
• Responsible for inventory control, including purchasing, cycle counts and negotiating prices for
• Interior and exterior divisions.
• IT support for 2 locations including corporate office and satellite location. Including network management, user protocols and PC repair.