SUMMARY:

• Over twenty years of experience. Expertise in product and project implementation, day - to-day operational management, and strategic and tactical planning.
• Proven ability to deliver technology and process solutions in large, complex organizations, and to lead high-performing, cross-functional teams.
• Demonstrated skill in managing infrastructure, applications, business, and technology projects, and in delivering projects on time and on budget.
• Led company with 1 permanent and 2 part-time employees from brink of insolvency to a multi-million dollar small business with 120 employees.
• Defined and updated policies and procedures that allowed the company to transition from a product-oriented to a service-oriented business.
• Implemented human resource changes, policy changes and metrics, that grew company from $250,000 annually to $200,000 monthly in less than 1 year.
• Developed proposals leading to annual savings of $2.5 million.
• Took control of $10 million inventory and developed metrics that provided 99.8% accuracy.
• Developed national logistics and supply chain system that allowed for 98% accuracy of tracking and delivery.
• Developed repair process lines, resulting in multi-million dollar savings in accuracy and redundancy.

EXPERTISE AREA:

• Budget Preparation
• Expense Control
• Inventory Control
• Operations Management
• P&L Responsibility
• Policy / Procedure Development
• Process Improvement
• Project Management
• Quality Control
• Strategic Planning

PROFESSIONAL EXPERIENCE:

Onsite Delivery Manager

Confidential

Responsibilities:

• Responsible for meeting or exceeding contracted service level agreements. Interfaces with Confidential clients to ensure high levels of service satisfaction.
• Schedules projects, on site back fills, 7x24 duty pager, and weekend work. Monitors daily open calls in the call management systems.
• Reallocates resources when necessary based on work load dynamics.
• Works closely with Field Operations Center personnel to manage queue’s, aged calls, SLA, Inventory, and real time updates.
• Identifies trends with system and process problems, and works with all necessary departments to correct.
• Regular updates to Clearvision and FE Advisor, assigning zip codes to dispatch techs and insuring training matrix is accurate.
• Periodic review/updates of area and client procedure pages. Assists in budget development for assigned area of Dispatch Services delivery and continual monitoring for financial compliance.
• Prepares and analyzes reports and records on department activities.
• Provides input to Area Services Manager and Regional Vice President on performance of assigned staff, regional improvements, and on-going CPI efforts.
• Mentors, coaches and motivates service personnel to meet and/or exceed customer satisfaction goals and/or objectives. Manages any personnel or discipline issues that may arise.
• Controls hiring and terminations as needed. Reviews and approves all personnel administrative duties, such as weekly time keeping, vacation scheduling, performance evaluations, annual reviews, etc.
• Provides training, coaching, and counseling to subordinates for continuous improvement.

Lead Field Service Technician

Confidential

Responsibilities:

• Supervise 40 technicians in the performance of break/fix service, repair and/or installation of company product(s) including system hardware, software, PCs and Point of Sale (POS) equipment.
• Provide technical support to customers on operational or maintenance aspects of system equipment. Serve as customer contact on technical and service related problems.
• Diagnose mechanical, hardware, software and systems failures, using established procedures.
• Determine most cost effective repair / resolution to minimize customer downtime. Set on-call schedules.
• Training of new hires. Use problem management databases and help desk system.
• POS maintenance, installation and repair
• PC installation and configuration
• Lexmark Printer installation and repair
• Router installation
• Switch installation
• NAS installation
• ABS installation
• Disk Storage Array installation
• Service Now
• Remedy
• Clear Vision
• People Soft

IT Specialist

Confidential

Responsibilities:

• Windows 7 Hardware and software deployment
• Provide installation services
• Inventory of equipment
• Removing old workstations and replacing them with new workstations and peripherals (monitors, printers, AIO)
• Updating the inventory web site and shipping back the old equipment.
• Servers
• UPSs
• Basic understanding of networking
• Standard workstation installation skills,
• Broad Windows OS, NT/2000/XP knowledge
• Experience in loading software and customization.
• Backup, Trend Micro installation, Adonis imaging

Confidential, Flower Mound, Texas

Repair Manager

Responsibilities:

• Responsible for overseeing operations of Set Top Box (STB) Repair department for leading communications service company, including staffing and production levels
• Supervises and motivates staff
• Communicates with customers and various management levels to resolve repair issues
• Ensures quality standards are met
• Input of ideas for continual improvement of processes
• Prepares various reports and statistical analysis
• Experience with warehouse management systems
• Excellent leadership ability
• Strong interpersonal skills with the ability to motivate others
• Excellent verbal and written communication skills
• Proven organizational and analytical skills
• Proactive problem solving ability
• Strong financial skills/background with prior P&L experience
• Managed multiple shifts and 40 people.
• Improved product handling.
• Defined and updated policies and procedures that improved product efficiencies,and indentification for improved throughput
• Constant process improvement and development

Confidential, Dallas, Texas

Operations Manager/ Owner

Responsibilities:

• Direct and participate in acquisition and growth activities to support overall business objectives and plans.
• Direct organization capacity management function to ensure adequate capacity is requested, recruited, and on-boarded to support customer project requests.
• Manage project planning, dependencies, and risks.
• Plan operational needs, including performance management, organizational governance and compliance, and budget planning for capital and operating expenditures.
• Led team in acquisition of small business.
• Facilitate infrastructure integration and building of deployment plans.
• Establish performance goals, allocate resources, and assess policies for senior management.
• Participate in market development, including bank and analyst meetings, and more.
• Develop, establish, and direct execution of operating policies to support overall company policies and objectives.
• Led company with 1 permanent and 2 part-time employees from brink of insolvency to a multi-million dollar small business with 120 employees.
• Defined and updated policies and procedures that allowed the company to transition from a product-oriented to a service-oriented business.
• Achieved multiple years of growth for first time in company’s history.

Confidential, Dallas, Texas

General Manager

Responsibilities:

• Recruited and contracted company and project staff.
• Identified and documented significant inventory inaccuracies, then implemented process controls and metrics to correct and maintain accurate 10 million dollar inventory balance.
• Managed employee development and training, policy development and documentation, employee relations, performance management, and improvement systems.
• Ensured compliance with regulatory concerns and reporting.
• Facilitated company-wide planning, production, and staffing.
• Reported to CEO, including arranging meetings and agendas and attending meetings.
• Implemented human resource changes, policy changes and metrics, that grew company from $250,000 annually to $200,000 monthly in less than 1 year.
• Developed proposals that led to annual savings of $2.5 million..

Confidential

Process Engineer / QC Manager

Responsibilities:

• Designed, developed, and implemented complex manufacturing and repair processes.
• Led team in implementation of ISO-9000 certification and standards.
• Performed project planning and management.
• Defined database management and collection systems.
• Developed and implemented technical presentations for management and colleagues.
• Provided technical direction to professional and technical personnel.
• Developed training programs and wrote comprehensive, concise technical reports.
• Insured accurate documentation of production and quality control data and records.
• Directed and oversaw site production activities and personnel.
• Directed and ensured high safety standards at all times.
• Directed production activities to insure safety and compliance with quality control standards, regulatory compliance, and lease agreements.