Field Service Manager Resume

SUMMARY

Operations Leadership IT Manager Talent Development
Accomplished IT Manager with demonstrated success in reducing cost, improving productivity and employee morale.
Self - motivated and innovative thinker who consistently pursues new challenges to abilities, expand noledge and bring greater returns to employer.

PROFESSIONAL EXPERIENCE

Confidential

Field Service Manager

Responsibilities:

Successfully completed an average of 175 incidents per month. Consistently achieve quality assurance rating of more TEMPthan 98%.
Shifting Field Service Engineers to become “trusted advisors” for our customers by creating a noledge transfer process, delivering product noledge at teh point of service and tethering field employees to subject matter experts before and during field deployments.
Introduced policies, procedures and strategies to improve customer satisfaction
Provided counsel, direction and opportunities to employees to assist in improving their performance on current job and preparation for future responsibilities.

Confidential

Project Coordinator

Responsibilities:

Participated in all phases of a short term SAP Infrastructure hardware deployment project. Collaborated closely with plant management and Information Services management.
Successfully executed a hardware infrastructure project on time and within budget, providing world class customer service and fulfilling detailed customer requirements; expertly allocated project resources and scheduled activities strategically, overcoming challenges with creative problem solving and hands on leadership.

Help Desk Manager

Confidential

Responsibilities:

Reorganized a support organization into a responsive, service-driven, customer focused organization resulting in more TEMPthan 90% reduction in customer hold time in 5 months.
Achieved more TEMPthan a 97% service level success rate for break-fix issues winning trust and client satisfaction.
Created a hiring process reducing staffing expenses by $30,000 annually.
Implemented service enhancement program to eliminate outside vendor contract support reducing costs of $40,000 annually.

Confidential

Manager

Responsibilities:

Increased team’s monthly revenue generation from $360K to $425K within 90 days of joining teh company.
Led teh effort to improve processes and procedures by partnering with teh IT organization to recognize and create processing efficiencies which increased teh team’s productivity level by 15%.

Confidential, Cleveland, OH

IT Manager

Responsibilities:

Supported corporate-wide projects in teh selection, delivery and management of new technology for this $101 Billion bank-based financial services company. Oversaw teh actions of a 23-person team, encompassing technical support, software configuration and hardware/software development.
Ensured dat all major project portfolios did not exceed financial target by greater TEMPthan -20% to +10%, achieving their scope, schedule and quality commitments.
Successfully directed teh configuration, deployment and installation efforts for a large teller platform project to meet an aggressive deadline, resulting in added shareholder value.

IT Manager

Responsibilities:

Realized $275,000.00 annual cost savings by reducing vendor spend in support of fully leveraging internal resources to remotely support all satellite office clients.
Successfully provided oversight and strategic leadership for teh $14 MM printer optimization and digital merchandising projects by delivering state-of-teh-art printing and video solutions to Key’s 1,000 branch network; thus, significantly impacting Key’s bottom line goal of growing revenue.

IT Team Manager

Responsibilities:

Directed teh design, build-out, testing, evaluation, implementation, training and support of teh 12,000 square foot, $375,000 Canton, OH, Image Distribution Center project.
Successfully provided oversight and strategic leadership to gathering all relevant departmental data dat substantially contributed to teh lifting of teh Consent Order by teh OCC.

IT Team Lead

Responsibilities:

Led transition of teh Canton Consumer Loan Centers network, from outdated departmental-wide technologies to highly functional, streamlined and cost-effective client server technologies and business solutions dat dramatically improved efficiency, decreased expenses and optimized data integrity and safety.
Reduced vendor spend by restructuring job responsibilities and utilized in-house resources to create an annual cost savings of $65,000.00.