Gregory Willis Sr. Email & Phone Number

Field service

My job responsibility were to co-lead a team of 18 Enterprise service technicians and 14 Commercial service technicians for the Greater North East Ohio service district on a day to day base. While being responsible for taking my own workload of service calls per day.

included customer onsite repairs on Hewlett-Packard, Small, Mid-range, High End PA-Risk Itanium, and Window Based systems. Trained Service Engineers on the use of call closer tools, improving District same day call closer by 15%. Trained Service Engineers on the use of Work Force Management tool improving the District onsite response time metrics by 10%. Managed Services Engineers by accompanying them on service assignments, improving customer satisfaction index yearly. Installed and services Hewlett-Packard Proliant and Blade Servers. Managed daily workload, balancing conference call to improve Service Engineers work utilization; decreasing re-routing of service calls by 15% a day which also increased team work. Managed service districts vacation and training schedule calendar which improved Engineer's work and personal life balance. Served as a backup to local District Managers in their absence to ensure customer coverage. Assisted with a medical campus service note upgrade that included parts replacement on all affected PCs in Surgery, Accounting, Physician, and Administration offices. Point person for District Subject Matter Expert (SME) on Customer Service Engineer's tools and training.

Field service

Education record

Associates, Electrical/Electronics Engineering