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Technical Engineering Manager Resume Profile

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TX

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TECHNICAL PROFESSIONAL

Proven technical support professional. Demonstrated expertise in providing Tier I, II III support, and engineering activities in the Information Technology Telecom space. Relational management skills utilized to improve relationships with Customers, vendors, and channel partners to provide world class communications products and services.

ACHIEVEMENTS AND ATTRIBUTES

  • RESULTS ORIENTED: Implemented changes that drove improvements to Customer satisfaction in the Telecom I.T. support arena.
  • CRITICAL DECISION MAKER: Effectively make critical decisions to expedite technical problem resolution.
  • LEADER: Created, staffed and launched a Tier I II center in support of1.5 million ports for a Global Communications manufacture.
  • RELATIONAL FOCUSED: Developed and managed relationships to foster mutual success.
  • CHANGE AGENT: Managed cultural and organizational changes to drive improvements to processes and Customer Satisfaction.
  • INNOVATIVE: Developed strategic marketing programs that lead to the retention of Customers to multiyear service contracts.

EXPERIENCE

Confidential

Drive In Theater Speaker Restoration Modernization Service

Owner

  • Modernization of vintage Drive-In speakers making them compatible with cell phones via Bluetooth technology.
  • Successfully created a market focused on the classic car segment.
  • Restoration services of vintage Drive In movie speaker systems.
  • Lead sales initiatives at leading national car shows and auctions, generating 10,000 in new revenue.

Confidential

Leader in Voice Communications Technologies

  • Remote Technical Support Manager Confidential
  • Promoted to establish manage a Tier II Telephony support team comprised of 9 engineers.
  • Improved Remote Clear rate to 55 while reducing field dispatches by 20 .

Technical Engineering Manager Confidential

  • Promoted to lead team in providing Tier II support for Nortel, Avaya, Mitel, NEC communications equipment
  • Implement Engineering Support request process, improving support delivery and response for off hour activities.

Customer Care Manager Confidential

  • Promoted to establish the Western Region Customer Care Contact Center, comprised of 20 representatives.
  • Expanded the National Alarm Monitoring Group comprised of 30 alarm technicians, supporting 25K sites.

CPE Technician III Confidential

  • Hired to provide on-site support for a 600 seat Contact Center for a Major Financial Institution.
  • Accountable for the initiation and maintenance of compliance documentation for supported sites.

Confidential

World class manufacturer of voice, data and transport technologies.

Channel Support Manager

  • Relationship prime assigned to premier channel partners and Nortel's, Support, Development and design communities.
  • Accountable for end to end service relationships with assigned North American distributors support organizations.
  • Facilitated both escalation and situation management for supported distributors and customers.
  • Reduced incoming call load by 20 by holding proactive monthly meetings, case reviews, and post mortems.
  • Administered and managed COAMS technical support program for over 100 large North American end users.
  • Created and presented technical program information at INMUG, NADAC, and customer meetings

Confidential

Director of Product Management / Corporate Sales Engineer

  • P L responsibility for installation and maintenance of 25 million product suite across 5-state territory.
  • Collaborated with vendors and sales/marketing groups to optimize product introductions.
  • Supported sales engineers nationwide coordinated new product training delivered tradeshow presentations.

Confidential

Senior Engineer

  • Led CPE implementations across North America Caribbean.
  • Introduced technical training courses on Nortel Toshiba product line
  • Senior Technical resource for all installations of PBX, Voice Mail and Call Center CPE equipment.

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