Advise clients to operate and maintain technology solutions required to efficiently run their businesses, with a focus on current or new workforce overall quality and safety. Teaming with problem solvers, helping to solve complex business issues from strategy to execution.

Support the successful execution of managed client services for a strategic global customer. These services include: IMAC, Break Fix, Desk Side Support, etc. Responsible for directing all components of Global Field Service Desk Side Service Support. Responsible for the coordination of technical and administrative support activities including installation, repair, preventative maintenance, and engineering change upgrades. Ensures adequate records and systems are maintained. Schedules personnel responding to critical situations. Maintains communication with solution management and specialists in resolving technical problems and/or bringing problems to the design department’s attention. Oversee a large Global field support team with complex field delivery scope. • Manages a Global field support team and/or a supplier relationship.• Sets strategy, goals, and metrics for field repair and maintenance.• Manages and drives deployment & sustaining field operations, including escalations and expedites.• Coordinates field technical training and service readiness for new products, sustained programs, and special projects.• Develops and implements process improvements to field operations, including tool implementation.• Represents field services to customers, sales and segment teams, logistics, and technical support organizations.• Manages process controls and standardization.• Oversees functional repair for In-Warranty and Out-of-Warranty screening and repair.• Responsible for performance of vendors and cost control.• Monitors KPI regarding Ticket Volume and Performance. • Oversees the Daily Management of Root Cause Analysis• Efficiency Monitoring and Action Plan for Program• Identifying potential risk / resolution approaches for targeted Client tasks / deployments• Prepares documentation to record and track issue resolutions.• Leads the efforts of others in the achievement of the strategic and operational objectives of the group.

At Frontier Communications, I trained and developed a team of talented Service Technicians. I introduced the latest methodology and technology within the communications industry. We partnered with large clients in the healthcare industry and supported their business development and expansion.Some highlights included: Service Level Agreements: Flawlessly executed service level agreements, provided adequate support that acts quickly to resolve complex problems with communication systems. Repair Dispatch: Streamlined and simplified the repair dispatch system within the organization. Reduced time to deploy repair technicians. Escalation & Advanced Problem Solving: Fielded escalation concerns from customers and responded/reacted swiftly to their concerns. Deployed advanced problem solving methodology and implemented permanent corrective actions. Improved Customer Support

At Verizon, I championed all customer-facing and customer service activities on large national accounts. I focused on a top-down approach to provide similar customer service experiences from management down to the Service Technician level. Some achievements included: Customer Experience: Championed all areas of customer service and support throughout assigned geographical areas. Actively engaged customers and boosted satisfaction survey scores year over year. Consistent Delivery: Ensured all associates were on-boarded and trained within the guidelines and requirements of the organization. Maintained a consistent voice to the customer through a unified employee operations structure. Project Management: Actively controlled operating costs and administered the budget for each branch’s technology-related expenses. Slashed unnecessary budgetary spending. Customer Support: Improved support and delivery which resulted in contract renewals.

During my time at GTE, I collaboratively led a team of Central Branch Service Managers that supported the operations of local Service Technician units. Some accomplishments included: Operations Management: Evaluated business processes and streamlined, automated, or eliminated procedures that were not efficient. Aimed to boost efficiency and productivity throughout all units/teams. Supply Chain Management: Assertively negotiated pricing and contract terms/agreements with the supply base. Procured products for consumers at the lowest possible price while still retaining quality.

At Classic Hobbies & Toys, I managed a team of administrative support specialists as well as the retail website that drove sales performance and future growth.Some highlights included: Website Development: Developed and launched a compelling website that was interactive, easy to use, and showcased best-selling products. Drove an average increase in annual revenue.  Hardware/Software Configuration: Implemented cutting-edge hardware and software solutions throughout the entire organization. Remained competitive by constantly exploring new technology options.  System Consulting: Recommended upgrades to critical systems. Thoroughly tested several different configurations through user acceptance testing. Implemented new solutions that increased efficiency and output.