Eric Greene-Smithwick Email & Phone Number

Kirkland, Washington, United States

Overhauled field service management suite. This achieved 80% lower software costs, greater data and billables capture, live monitoring, sales lead forwarding, fewer callbacks, and reduced customer downtime.Directed crew of service professionals, increasing customer satisfaction and repeat business.Ran point on technology, client records, vendor records, contract management, and estimate generation.Deployed waterfall project management methodologies, using strong attention to detail to drive project life cycles from customer contact and scoping; through job costing, resource allocation, and work; to invoicing and reporting.Took responsibility for Quality Assurance, verifying that deliverables and standards were met or exceeded on all projects.Processed and maintained confidentiality of Service Department time entries for payroll and record-keeping purposes.Coordinated Outlook calendars and scheduling for Sales Manager, Service Manager, their teams, and service appointments.Negotiated contracts with vendors for expedited delivery and 15-30% cost savings per provider.Transformed basic rate sheet into finance table of costs, rates, and profits, producing clear sales pathways with up to 40% higher profits.Oversaw fleet of service vehicles and electronic devices, involving maintenance, repairs, compliance, safety, and training.Devised and installed air filtration system to mitigate wildfire/Covid-19 concerns.Reconfigured and migrated systems to cloud-hosted alternatives, advancing flexibility and enabling operations to go remote.

Houston, Texas, United States

Cut data handling time 50-80% by creating automations to adapt data manipulation and transfer between internal and external systems, maintain security and integrity of critical datasets, and lessen repetitive stress injuries and burnout.Inspected and analyzed data of workflow patterns, business processes, SLAs, and performance requirements. Utilized results and creative thinking to spearhead strategy meetings with executives and decision-makers, planning transparent process improvement and organizational development under revised ITIL quality standards and new Information Technology Service Management software suite.Partnered with cloud-based ITSM, managed services, and remote monitoring software developers to tailor their systems to fit company's short-term needs and long-term roadmap, followed by multi-staged training, rollout, and continuous improvement.Decreased technical support requests and expedited resolutions by assembling knowledge bases.Performed escalation support for troubleshooting and problem solving via email, phone, and video conference.

Houston, Texas, United States

Achieved early project completion through efficient time management skills and creation of mobile data gathering system, resulting in collection and deployment of over 100,000 devices across more than 50 campuses in under four months.Established rhythm of business model with feedback from executives, identifying milestones, time frames, and resource management.Supervised technicians on district upgrade project, syncing data to office database and adjusting processes to dynamic situations.Collaborated with company and district stakeholders to meet mutual goals while providing on-site quality assurance.Delegated responsibilities to inspect and document collected devices and distribute new hardware based on relevant skillsets.Helmed successful project data collection, tracking, analysis, reporting, and presentation using detail-oriented organizational skills.

Houston, Texas, United States

Shortened repair turnaround to 48 hours by developing software and device integrations to parallelize tasks and modernize data capture.Dispatched daily schedules to maximize ticket closures based on load forecasting, customer prioritization, and staffing levels.Displayed leadership skills by coaching team of field service technicians to accurately and efficiently finish routes, gaining 5-10 hours of service center repair work daily.Trained staff on customer interaction, data entry, and field service methods, applying performance management cycle.Initiated strong customer relationships to minimize disruption, resolve complaints, and boost satisfaction.Managed data flows between technicians and office systems, leveraging analytical skills and multitasking experience.Saved $20,000+ per year in damaged equipment and worker injuries by securing better, safer tools and policies.

Houston, Texas, United States

Safely operated company vehicle on daily route to diagnose, repair, collect, and deliver PC hardware at client campuses.Tracked customer and hardware data for each work order on paper and mobile device.Performed PC hardware repairs at service center.Completed district-wide hardware collection, refurbishment, and redistribution project.

Houston, Tx And Richmond, Va

Led a team of retail associates providing fantastic customer service.Pushed for sales targets, vendor promotions, and individual staff metrics.Served as point of escalation for customer questions and concerns.Maintained inventory levels, shelf stock, organization, and cleanliness.Managed routine inventory and financial reporting.Prepared, documented, and delivered bank deposits.

Shenandoah, Texas, United States

Remotely tested and monitored servers at company's data center to ensure acceptable function, storage, bandwidth, and uptime.Utilized internal issue tracking system and communications tools to report, escalate, and resolve any issues discovered.Served as first responder for site outages, coordinating communication between service providers, data center, and internal stakeholders until event resolution.Collaborated with data center personnel to schedule and perform server upgrades and repairs.Assisted customer support team with answering user questions, and kept staff apprised of overall site health and ongoing concerns.

Shenandoah, Texas, United States

Administrated space and facilities management, incorporating layout, maintenance, repairs, construction, security, and relationship management for vendors, service providers, and landlord.Beat six-month timeline for design and renovation of two warehouse-to-workspace conversions through rigorous deliverables management.Streamlined asset management, inventory management, procurement, and distribution of office supplies, technology, and equipment.Provided administrative assistance to HR and VP executives, as well as backup reception and hospitality.Incorporated design thinking to build and iterate employee relations, inclusive experiences, onboarding and access procedures, stress management strategies, and more in cooperation with HR Manager.Championed scrum values in operations management and workplace culture by building employee-focused initiatives which delivered gains of 25-35% in performance, engagement, and productivity. They included: • Cross-discipline groups for informal recreation and lunches to nurture openness and innovation. • Event planning for parties, birthdays, and off-site activities with individual recognition to show respect and appreciation. • Converting old lounge into kitchen stocked with meals and snacks to aid focus and motivation. • Innovative gift program rewarding tenure, anniversaries, and safety training to invigorate staff commitment and buy-in. • Instituting idea box, then raising diverse suggestions and feedback with leadership, instilling courage in others to do so themselves.