Gary Vaughan Email & Phone Number

Modesto, Ca

Manage and direct all activities of the company’s IT Support Center, providing leadership and vision to insure effective, efficient, and consistent delivery of support services for all locations and employees. Administrator of ITSM system (ServiceNow)

Livermore, California, United States

I provided leadership to technical support operations and resolved escalated customer support issues. I also developed and implemented service tools and training programs, recommended changes to company products that reduced service issues and improved overall quality and managed the development and delivery of new services.Some of my achievements were:• Developing department KPIs that identified improvement areas resulting in a 20% improvement in productivity.• Implementing a problem reporting and tracking method which led troubleshooting efforts to resolution of major a product issue resulting in 50% fewer support calls for that product.• Improving issue response times by 30% through mentoring and cross training of team members.• Developing and implementing new services to add value to the company‘s service organization.• Developing and implementing a series of webinar sessions which improved the product knowledge of field service engineers and reduced support calls by up to 40% on targeted products.

Livermore, California, United States

As a Director I led my organization to deliver next-day, exceptional customer service. I managed the service parts inventory which supported Field Operations and I developed and implement depot repair operations for new products. Some of the key milestones I achieved were:• Improving efficiency of depot repair operations by consolidating locations and reducing repair expense by $100,000;• Reducing a $3M inventory of service parts to $1.5M while continuing the same level of support for 110 field service locations; • Reducing service operations expense $500,000 by outsourcing depot repair and logistics operations;• Improved margins from 30% to 50% by developing strong vendor relationships and expanding the number of vendors.

Livermore, California, United States

I created and managed various service operations. These operations included hardware support, service parts logistics, depot repair, billing, call centers and dispatch.

Mba Program

Bachelors, Business

As, Electronics