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Technical Services Manager Resume Samples
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0-5 years of experience
Oversaw all aspects of day-to-day activities, with an emphasis on developing key initiatives to enhance operations and serve as a major revenue source. Applied project and organizational management skills to identify the roadblocks in the current procedures along with personnel transition to rebuild department from the ground up. Designed and implemented a complex series of matrices that implemented benchmarks to measure departmental improvement. Strategically negotiated and priced contracts to maintain competitive leveraging, drive revenue growth, and maximize bottom-line profitability. Proficiently compiled and produced detailed reports instrumental to supporting employer in defining future business plans and strategies.
- Improved operational efficiency by decreasing the average Call Resolution time from 9 hours to less than one, an 800% increase in productivity.
- Earned a stellar reputation by achieving consistent improvements in overall performance.
- Contributed information gathering, needs assessment and analytical skills toward effectively and diplomatically responding to issues for timely resolution.
- Expanded operations into new markets such as Costa Rica, Lebanon, Uruguay, and Ecuador.
10+ years of experience
Charged with overseeing the operation of all networking and technically oriented bids and proposals that resulted in the increase of gross revenue from $10 million to $100 million.
- Performed assigned duties with integrity and enthusiasm to provide each client with the highest quality product and support that Kelser offered.
- Operationally responsible for all networking and technically oriented bids and proposals with a guaranteed turnaround delivery date of no more than 3 days.
- Managed the migration to a virtualized infrastructure with consolidated storage meeting targeted deadlines and coming in under budget.
- Managed all technical facets of business location moves resulting in uninterrupted customer response and service.
0-5 years of experience
Supervised four technicians on a day to day basis. Delegated tasks to technicians and provided final level of support for help desk, network and server for all sites in six states.
- Administered LAN/WAN network infrastructure, Windows Active Directory Domain, Microsoft Exchange 2010 email system, and Symantec SEP infrastructure.
- Led project to close former corporate office and move production datacenter to Houston, Texas. Moved the disaster recovery datacenter to a colocation facility in Irving, Texas.
- Created and implemented $300K proposal for new virtualization initiative that standardized on VMware vShpere 5, Cisco UCS and EMC VNXe hardware with failover capabilities to a disaster recovery site utilizing VMware Site Recovery Manager.
- Led team to design and implement new email infrastructure utilizing Microsoft Exchange 2010 with DAG groups for high availability.
10+ years of experience
Reinvented the quality system for multiple Asian manufacturing operations; contracted for 40 million pair of soles annually, improving cushioning consistency by three fold.
- Envisioned and implemented a structured system to ensure New Balance products met all globally regulated consumer product requirements for restricted substances and infant safety, with subordinates operating from Guangzhou, China and Lawrence, MA. Indirect leadership through agents in Indonesia and Vietnam.
- Saved $1M with a testing approach to meet US Consumer Product Safety Improvement Act (CPSIA) legislation for children’s products.
- Initiated the first New Balance lean project, altering delivery systems from weekly to daily, while improving scheduling flexibility and worker efficiencies.
- Combined roles and eliminated non-value added kitting operations, reducing labor by 30% with annual savings of $300K.
- Engineered utilization solution to avoid an additional $400K freight elevator.
- Introduced fixed plan concept to cut footwear manufacturing cycle time in half to 10 weeks.
- Initiated successful job skills training program across four domestic manufacturing plants, reducing the learning curve by 30%.
0-5 years of experience
- Generated approximately $1M reoccurring savings by keeping critical development and testing of new products within the organization.
- Received approval for $150,000 worth of capital expenditure to in-source various machining and testing requirements for new product development
- Led a team of four direct and seven in-direct employees to achieve Zero OSHA recordable incidents for past three years in seven R&D labs.
- Compiled and executed design validation and verification protocol
- Developed Product Failure Mode and Effect Analysis (PFMEA) to verify the safety of employees and product
- Designed packaging configuration to insure tissue viability for duration of shipment
0-5 years of experience
Established and managed the Technical Services Department which supports all IT operations and hardware, corporate wide. This effort was effective in reducing the support staff from 13 employees who had regional responsibilities to 5 employees who have corporate wide responsibilities.
- Designed and implemented a corporate wide Help Desk function that includes PC support, desktop applications support, and remote access support for over 1200 employees at 16 locations nationwide.
- Responsible for all Data Center maintenance and operations at the corporate Data Center and 6 plant Data Centers.
- Responsible for providing a secure and reliable IT infrastructure. This includes firewalls, web filters, spam filters, and a muti-level antivirus solution.
- Played a key role in writing audit response remediations and implementing them corporate wide to meet Sarbanes-Oxley 404 requirements.
- Worked on implementing the strategy of consolidating the operations of 14 data centers to 2 data centers which are each designed to provide disaster recovery services to the other. The consolidation of the AS/400’s was expected to save $180,000.
- Established the corporate standard for laptop and desktop computers and negotiated a 1% margin with the reseller over a special bid price from the manufacturer including shipping.
- Renegotiated several support contracts including one for IBM hardware support which reduced our costs by $23K annually.
0-5 years of experience
Manage and coordinate the technical services team made up of 4 technicians and 2 service advisors, along with 10-12 sales agents.
- Achieved a consistent 2% labor percentage to sales, meeting and exceeding company minimum standards.
- Team development and culture growth through the use of One-on-One Trainings, coordinated meetings, and performance management reporting.
- Successful company standard programs implemented to bring more sales and overcome customer objections, through the use of high quality training, product education, and effective action plans.
- Decreased turn around time of computer repairs through improvement of repair process, queue management, effective team scheduling and time management.
- Coach and guide team members to achieve results leading up, but not limited to bonus pay, and corporate recognition.
0-5 years of experience
Managed multi-national IT staff supporting 12 locations leveraging industry best practice methodology
- Provided strategic and tactical leadership to ensure a stable and productive operational IT environment
- Instituted service desk function developing support capabilities for the infrastructure, systems, and policies
- Prepared and presented business cases to executive management in support of critical initiatives
- Led IT staff by creating achievable and measurable goals, career paths, and equitable pay structures
- Fashioned and administered training programs for users to improve productivity and use of software applications
- Developed subordinate technology infrastructure for Oracle ERP implementation
- Met strategic plan and tactical goals resulting in the first departmental bonus paid in 5 years
- Developed full-scale service portfolio to align with organizational business needs and strategic priorities
10+ years of experience
Provided technical support to corporate and franchise branch locations throughout US.
- Successfully designed and implemented a new Ortho Pest Control Service vehicle in 2015
- Responsible for updating and maintaining over 200 agronomic/horticultural programs nationwide.
- Provided fleet/equipment recommendations, selection, and design/specifications to support all SLS service line initiatives.
- Coordinated and developed front line technical training programs for lawn, tree/shrub, pest control and newly added services. Developed and presented training programs to corporate and field associates.
- Established and facilitated an annual BAP training program for 240 field service managers.
- Designed and managed the construction of 70+ branch warehouse processing systems and containment areas over past 10 years.
- Established 7 acre research plot area in Area 5 Block 4 for SLS field research activities. Conducted research evaluations on slow release nitrogen sources and weed control products for use on turf and ornamentals.
0-5 years of experience
Handpicked by the board of directors (along with a new president) to restructure and grow the company from its current position. Developed a new business model which included eliminating failing services, purchasing new hardware for the company, and introducing new services and technologies to our clients.
- Identified, analyzed, and resolved issues with shared services (remote management, monitoring tools, virtual server infrastructure, hosted exchange, and datacenter networking).
- Created a high-performance IT team with new structure, process, and training for the tier 3 level of support at [company name].
- Developed policies and procedures for ticket management, troubleshooting, and service including SLA’s for the helpdesk.
- Participated in the input and direction relative to the overall management and success of the company.
0-5 years of experience
Led Service Team supporting computing, unified collaboration technologies, event support and hardware asset management
- Provided video conference and communications best practices training to client staff
- Designed and implemented improved standards for asset management and logistics
- Designed and implemented standardized service metrics reporting to client stakeholders and internal management
- Designed & implemented standard processes for service delivery and operations
0-5 years of experience
Traveled extensively (50%) to eight different customer sites throughout Tennessee and Georgia to facilitate regulations in regards to the land application of biosolid products from treatment plants.
- Worked with regulators and plant managers to ensure proper use of biosolids product and accurate reporting.
- Conducted on-site inspections of application sites and closely monitored regulatory compliance.
- Maintained site listing and records of permitted sites.
- Reviewed documentation of spread events to identify potential compliance infractions or other issues.
- Worked closely with the monitoring department on month-end and annual reporting.
- Led presentations to employees, management, and clients on regulatory, documentation, and procedural changes.
- Handled inquiries from landowners and municipal clients.
0-5 years of experience
Managed a team of three technicians and three Customer Service Reps
- Performed upgrades and repairs on Gateway computer either onsite or in service center
- Counseled clients on upgrades to their system or possible purchase of an additional system
- Trained new techs and Customer Service Representatives on how to get the most output with limited time.
- Evaluated Technicians from other centers and retrain the ones put on probation.
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
