Roy Howe Email & Phone Number

Charlotte, North Carolina, Us

• Spearheaded consistent operations of all technology services across the Charlotte market.• Championed IT projects and managed applications and systems, networking, wireless, project management, and service desk support.• Partnered with national, regional, and local teams to analyze, standardize, implement, and support IT solutions and processes in a predictable, sustainable, and repeatable way.• Orchestrated the day-to-day field support services in the region to maximize productivity.• Led external vendors on numerous technology projects and created technical documentation.• Reported to the executive teams on projects and operations optimizing operational efficiency.

Naples, Florida, Us

Administered and supported systems and processes on computer networks.• Oversaw IT projects and supported global infrastructure procedures and documentation.• Directed monthly blackout work: created a schedule, reviewed tickets, assisted with CCB documentation, wrote scripts, and ran the blackout workday to keep the timeline.• Coordinated and led team meetings to include ticket statistics, ticket assignments, ticket escalations, project status, and run status.• Managed Cisco Smartnet to include equipment support coverage, contract management, monitor of equipment & licensing for EOL, portal administrator, and collector administrator.

• Achieved SLA requirements at 95% and repaired various computer systems, security systems, printers, servers, and networking systems to improve performance.• Trained the majority of technicians hired in a geographic region to increase skill set.• Reduced the number of issues being escalated and managed asset tracking of equipment.

• Saved 1,000 labor hours by streamlining the Install Documentation process.• Trained 100+ new technicians throughout the United States (100% travel) to complete installations within procedures and allotted time frames following all SLA requirements.• Completed installation and conversion of ISP and mobility equipment at 500+ locations.• Reduced the number of issues being escalated by over 75% improving client satisfaction.• Preformed System installation for a national project for 7-11 Stores.• Promoted into a Field Service Manager / Trainer role after completing the technician route.• Diagnosed and troubleshot technical issues and equipment errors to improve productivity.

Longwood, Florida, Us

• Promoted to Account/Training Manager from Customer Support/Technician within 3 months.• Installed new hardware-software package for 300+ new and existing clients nationwide. • Trained over 800 individuals on software and products to maximize performance.• Created a Quick Reference Guide of daily procedures saving clients 700 hours-a savings average of $8,400, accounting for approximately 10% of each POS location's budget.• Assisted in the design and implementation of a user manual for 300 clients on a new POS system resulting in increased customer satisfaction, while decreasing call volume service.

Rochester, Ny, Us

• Promoted to Account/Training Manager from Customer Support/Technician within 3 months.• Installed new hardware-software package for 300+ new and existing clients nationwide. • Trained over 800 individuals on software and products to maximize performance.• Created a Quick Reference Guide of daily procedures saving clients 700 hours-a savings average of $8,400, accounting for approximately 10% of each POS location's budget.• Assisted in the design and implementation of a user manual for 300 clients on a new POS system resulting in increased customer satisfaction, while decreasing call volume service.

Provided guidance and direction for companies on various technical aspects of their business. Listened to client needs and provided innovative solutions for increased productivity and efficiency.Key highlights/Clients•PMX Gold (Launched first gold bullion vending machine in USA.): Managed web development team; advised on all technical aspects for launch of company; re-designed web site.•Estee Lauder (Top women’s cosmetic company.): Consulted on developing better database by changing algorithms resulting in more efficient access to information.•Mercury Jet Charter (Private jet charter company.): Developed web site design, database and technical infrastructure resulting in simplified scheduling and streamlined processes.•Led negotiation of contracts with Fortune 500 clients including Estee Lauder, Bristol Meyers, IBM, and Nynex.

Provided project management and team leadership for the transition of system purchase by client to installation, go-live and through to stabilization.Key highlights •Worked in conjunction with eight technicians to ensure successful installation of 500 new releases of software with a 95% of satisfaction.•Promoted to Project Manager within two years of hire.•Specifically selected to resolve escalated requests and incidents, and was only employee given direct access to programmers in order to solve problems more quickly. •During tenure, successfully resolved over 120 urgent technical issues through effective communication and achieved over a 97% customer satisfaction rate.•Committed to honesty, delivering results and making sure service provided to clients was exceptional and expectations were met or exceeded.