Sam Neuenschwander Email & Phone Number

United States

Executive Team Leadership:Provide leadership and guidance to the executive team in developing and implementing strategic business initiatives.Foster a collaborative and high-performance culture within the executive team.Utilize the EOS model to drive alignment, accountability, and results.Department and Team Development:Develop and nurture teams and department leaders in areas such as Inside Sales, Account Management, Project Coordination, Project Management, Service, Purchasing, and Warehouse.Support the growth and professional development of team members.Ensure effective communication and collaboration among teams.Process Development and Implementation:Create and implement standardized processes across multiple disciplines to enhance operational efficiency and effectiveness.Continuously evaluate and improve processes to optimize business performance.Drive a culture of process adherence and continuous improvement.Project Delivery Oversight:Provide oversight of project delivery, ensuring adherence to scope, schedule, and budget targets (aiming for a maximum variance of +-2%).Collaborate with project teams to identify and mitigate risks, resolve issues, and ensure successful project outcomes.Foster a customer-centric approach to project delivery and maintain high customer satisfaction levels.Performance Analysis:Analyze key performance metrics, including billable utilization, project recognized revenue/costing, project cost savings, and company financials.Identify trends, patterns, and opportunities for improvement based on performance data.Develop actionable insights and recommendations to drive business growth and profitability.Service Delivery Oversight:Provide oversight of service delivery operations, ensuring high-quality service delivery to customers.Collaborate with service teams to set service level agreements, monitor performance, and drive continuous improvement.Foster a culture of customer focus and satisfaction.

Eden Prairie, Mn

Team Management:Direct and manage a highly skilled multi-technical disciplined team.Foster a collaborative and supportive work environment.Ensure team members are adequately trained and cross-trained in supported technologies.Set performance goals and provide regular feedback to team members.Identify and address any skills gaps or training needs within the team.Service Delivery Optimization:Identify and implement new service delivery models for emerging lines of business.Collaborate with stakeholders to define and improve operational processes.Monitor service performance and take corrective actions to ensure high-quality service delivery.Implement procedures to drive higher renewal rates for contracts.Contract Renewal and Vendor Management:Develop and oversee procedures for contract renewal efforts.Negotiate contract terms and conditions with vendors.Maintain strong relationships with manufacturers and customers to drive customer satisfaction and loyalty.Identify opportunities for upselling or cross-selling services to existing customers.Unified Communications and Collaboration Infrastructure:Oversee and manage the implementation of unified communications and collaboration infrastructure projects.Ensure seamless integration and functionality of communication tools and platforms.Collaborate with IT and other teams to troubleshoot and resolve infrastructure issues.Project Management and Reporting:Review Scope of Work for pending projects and provide necessary changes or recommendations.Monitor project progress, ensuring timely completion and adherence to quality standards.Generate reports on project status, performance metrics, and customer satisfaction.Provide reports as needed to customers or internal staff to communicate project updates and outcomes.

Eden Prairie, Mn

Team Management:Manage and lead a team of UC Support Analysts and Support Inside Sales Reps, providing guidance, support, and mentoring to ensure their professional growth.Monitor team performance, conduct regular performance reviews, and address any performance issues or concerns.Foster a positive work environment that promotes collaboration, motivation, and teamwork.Financial Management:Take ownership of the department's profit and loss (P&L) responsibilities, ensuring financial targets are met or exceeded.Identify cost-saving opportunities and implement measures to optimize departmental expenses while maintaining service quality.Contract Renewals and Infrastructure Implementation:Oversee the contract renewal process for Video Conference Support, ensuring timely and successful renewals.Provide oversight for the implementation of video conference infrastructure projects, coordinating with relevant stakeholders to ensure seamless execution.Develop and implement procedures aimed at driving higher renewal rates for support services.Analyze customer feedback, identify areas of improvement, and recommend process enhancements to enhance customer satisfaction and retention.Staff Training and Development:Create a comprehensive training plan for new hires, ensuring they acquire the necessary skills and knowledge to perform their roles effectively.Develop ongoing training programs to continuously enhance the skills and expertise of existing staff members.Project Management and Scope Review:Review Scope of Work for pending projects, ensuring accuracy and alignment with customer requirements.Collaborate with project teams to provide necessary changes or recommendations to optimize project outcomes.Reporting:Generate reports as needed, both for customers and internal staff, providing relevant insights, performance metrics, and key findings.

Bismarck, Nd

Provide remote Tier 1 and Tier 2 support and troubleshooting for video conference systems.Assist users with technical issues related to room systems, desktop applications, MCUs, gateways, gatekeepers, and enterprise-level video conferencing software.Be available on-call for 24/7 support contracts, responding promptly to customer inquiries and resolving technical issues in a timely manner.Coordinate support efforts between manufacturers' TAC teams and end users when necessary, acting as a liaison to ensure effective communication and problem resolution.Submit and follow up on RMAs with manufacturers' RMA teams to facilitate timely repair or replacement of faulty equipment.Deliver remote training sessions to customers, ensuring they have a thorough understanding of video conference systems and their functionalities.Document support calls, including troubleshooting steps, resolutions, and any additional actions taken, in CRM software to maintain accurate records of customer interactions.Maintain customer database, ensuring accurate and up-to-date information for effective customer management.Keep abreast of the latest advancements in video conferencing technology and maintain relevant manufacturer certifications to provide the highest level of support.Implement customers' video network infrastructure in accordance with the provided Scope of Work, both onsite and remotely.Ensure the proper functioning and maintenance of the company's video conference equipment.Maintain the lab environment, including equipment setup, configuration, and troubleshooting.

Bismarck, Nd

Plan, coordinate, and direct support service delivery: Develop strategies to optimize support operations, identify areas for improvement, and implement changes for efficient workflow.Provide accurate and timely reports: Generate comprehensive reports, both written and statistical, to management for historical, current, and future purposes.New employee selection: Participate in recruitment and selection processes, conduct interviews, and make hiring recommendations.Schedule and coordinate training: Plan and organize training sessions to meet the developmental needs of the support team.Provide performance feedback: Regularly evaluate team members, offer feedback, and implement performance improvement plans.Meet or exceed production and performance metrics: Set targets and goals for the team, monitor progress, and address any performance issues.Meet quality standards: Ensure support services meet or exceed quality standards set by clients and the organization.Build and maintain a motivated team: Foster a positive work environment, encourage professional growth, and recognize achievements to keep the team motivated and successful.Drive account financials: Monitor team utilization, staffing levels, schedule adherence, and expenses to contribute to the financial success of the account.

Bismarck, Nd

Receive and Process Customer Transactions:Receive incoming customer transactions related to technical support.Analyze and determine the appropriate action to be taken on behalf of the customer.Conduct problem determination to identify the root cause of the issue.Take appropriate steps to resolve the problem or escalate it to the relevant team if necessary.Customer Communication and Issue Resolution:Communicate with customers in a professional and empathetic manner.Inform customers about the appropriate next steps to resolve their issues.Collaborate with customers to guide them through issue resolution processes.Maintain a customer-focused approach while ensuring problems are resolved efficiently.Technical Proficiency and Documentation:Maintain a comprehensive understanding of the company's programs, products, and platforms.Stay up-to-date with the latest software updates and technological advancements.Document customer interactions, issues, and resolutions accurately through data entry.Update and maintain pertinent paperwork and records related to customer support activities.Collaboration and Teamwork:Collaborate with co-workers to research and troubleshoot complex customer problems.Share knowledge, insights, and best practices with team members.Communicate effectively with team managers and other teams to address problems, propose solutions, and identify emerging trends.Performance Targets:Meet established individual and team performance targets.Maintain high standards of customer service, productivity, and quality.Strive to achieve and exceed customer satisfaction goals.Adhere to company policies and guidelines while delivering exceptional support.

Bismarck, North Dakota Area

Sell Memberships for The Fitness CenterAttend to members needsClean fitness equipmentAnswer front desk phoneDesign flyers

Alma, Wi

Operation and surveillance turbine/generator auxiliaries, steam generator auxiliaries and other plant auxiliary equipment.Take daily readings and analyze logged changes.Monitor plant functions and operations and respond appropriately to any alarms.Take corrective actions as needed for alarms and load changes.Communicate with Control Room Operators any changes.Submit maintenance work request for repair of equipment.

Des Moines, Ia

Operate fluidized bed boiler from D3 based control roomOperate all plant auxiliary equipmentTake daily readings and analyze logged changesMonitor equipment and processes throughout the plantPerform water testing and adjust/monitor chemical injection to maintain required thresholdsGeneral mechanical prevention and repair

Bismarck, Nd

Receive transactions from users regarding technical support related for a large internet provider.Determine appropriate action to be taken on customer’s behalf, which may include problem determination and appropriate next steps. Inform customer of those appropriate next steps and works with customer to achieve issue resolution.Maintain proficiency in programs, products and/or platforms assigned.Maintain pertinent paperwork and records through data entry.Communicate with co-workers to research problem and find solutions.Communicate with team manager, team members and other teams regarding problems, solutions and trends.Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.Provided assistance to 1st line technicians as an internal help desk.

Bachelor'S Degree, Computer Information Systems

Activities and Societies: Cum Laude, 2006 Outstanding Senior Nominee, Class of 2006 Outstanding Computer Information Systems Project.

Bachelor'S Degree, Mathematics

Activities and Societies: Cum Laude, 2006 Outstanding Senior Nominee, Class of 2006 Outstanding Computer Information Systems Project.

Associate'S Degree, Process Plant Technologies

Process Plant Technologies

Mathematics

Cisco Training Course, Implementing Cisco Collaboration Devices (Cicd) 1.0

Cisco Training Course, Uccx 5.0

Cisco Training Course, Ciptv1

Cisco Training Course, Ciptv2

Cisco Training Course, Ctcollab