* Managed the day to day operations of 67 Desk-side and Field techs supporting the Citizens Bank account.* Managed various vendor groups to SLAs. * Prepared and presented status reports to the customer on a daily, weekly and monthly basis.* Lead the successful and seamless transition of all desk-side and field services from Fujitsu to Pomeroy during contract migration. * Consistently met or exceed gross profit goals* Held weekly department meeting with managers and leads to provide information, take feedback and provide updated training.* Updated and maintained all internal and vendor personal security, on-boarding, off-boarding and client required training.* Held bi-weekly meeting with parts vendor to discuss back-order issues and work-a-rounds to resolve ongoing issues.* Oversaw critical client escalations and coordinated resources to ensure resolution with all internal and external parties. * Certified in ITIL foundations

*Customer interface position between Fujitsu and their most challenging customers, managing service, overseeing projects, logistics and billing issues 7x24. * Successfully managed multiple large revenue customers *Maintained contractual Service Level Agreement's and customer satisfaction levels at or above company standards*Managed and resolved critical time-sensitive customer issues facilitating resolutions with all internal and external parties.*Using data analysis, service improvement opportunities were identified and implemented to increase service levels and customer satisfaction while reducing costs.*Worked with vendors to be get critical parts set-up and in place prior to the customer’s peak business periods. *Examined all possible options to resolve shortfalls and reported any remaining issue to the customer in a timely manner.*Led and oversaw numerous customer projects, following up on post install issues and reported weekly on failure rates.*Daily report review and analysis (this includes report creation)

Northeast Resource Manager*Responsible for the evaluation and hiring of technician's in the Northeast area. *Analysed productivity, reduced operating expenses and coordinated movement of resources to meet productivity goals and customer needs.*Reviewed utilization reports with Field Manager and planned and executed moves for the best use of resources to keep customer satisfaction and productivity at a high level.

*Created, developed and managed service areas in the New England and New York state. Supervised 22 technicians.*Managed customer relations with all local accounts, holding monthly meeting to resolved any service issues including invoicing and performance.*Reduced operating expenses and improved customer satisfaction while reducing technician turnover rate.