Eager to contribute exceptional Management, Troubleshooting and Customer Service expertise toward supporting a dynamic company in optimizing bottom-line performance.

 

         Significant experience in voice/data service and installation, information technology, LAN administration, and servicing and installing voice PBX systems such as Avaya, Nortel, Mitel, Samsung and HP.

         Equally talented in hands-on and supervisory roles; excel in managing, mentoring and motivating teams to complete tasks and initiatives within budgets and schedules.

         Well-versed in administering and maintaining Cisco, HP, Samsung, Avaya and blade servers.

         Proven capabilities in analyzing, diagnosing and rectifying complex technical issues to ensure and optimize business continuity for customers.

         Able to configure, install, troubleshoot and maintain computer networks.

         Methodical and focused problem solver with an exemplary track record of executing innovative and effective solutions to meet assigned goals and needs. 

         Extremely versatile; easily adapt to new roles, responsibilities, technologies and environments.

         Strategically combine sharp prioritization skills and a collaborative work approach toward consistently meeting or exceeding employer and customer expectations.

 

 

XETA Technologies, Chicago, IL; Tulsa, OK, 1996 to 2010

Senior Field Technician           (2009 to 2010)

         Created and distributed employee schedules, coordinated preventative maintenance activities, and maintained required inventory.

         Partnered with Installation Manager and Service Manager to consistently meet project goals.

         Accurately and expeditiously submitted time and expense paperwork.

 

Regional Service Manager C Corporate Office   (2006 to 2009)

         Directed and supervised employees and played a key role in driving profitable and quality-driven business operations.

         Oversaw maintenance logs for company vans, project schedules, and preventative maintenance.

         Interviewed prospective staff, provided training, and administered performance evaluations.

 

Regional Field Services Manager         (2003 to 2006)

         Monitored customer satisfaction levels to ensure technicians adhered to company standards for service.

         Meticulously provided high-level technical support and assistance with equipment and system troubleshooting to customers in the field.

         Responded to customer and employee inquiries and promptly followed up on service issues.

 

Continued

 

 

Yyyyyy x. yyyyyy C Page 2 of 2

 

Professional Experience continued

 

         Closely teamed with supervisors and lead technicians to close tickets and cooperated with install managers to delegate technician assignments.

         Analyzed and prepared purchase orders for equipment and supplies needed by technicians.

         Attended regular manager meetings, reviewed and approved labor entries in ADP software, verified expenses, and generated regional labor efficiency report.

 

Regional Field Supervisor        (1999 to 2003)

         Coached, mentored, motivated, directed and supervised employees, reliably ensuring staff remained up-to-date in the latest technology while providing superior customer service.

         Assisted Field Services Manager in steering profitable and efficient operations to achieve optimum levels of customer satisfaction and retention.

         Demonstrated excellent organizational skills in coordinating, performing and/or assisting with installs.

         Oversaw maintenance logs for Xeta vans, regional project schedules, and preventative maintenance.

         Interviewed prospective technicians, provided new hire training, conducted performance evaluations, and processed employee terminations and resignations as needed.

 

Lead Field Service Technician          (1998 to 1999)

         Created and distributed work schedules for technicians, diligently ensuring all service commitments were met on time.

         Coordinated preventative maintenance schedule for assigned area and maintained complete and accurate crash kit inventory.

         Partnered with Installation Manager and Service Manager to consistently meet project goals.

         Submitted time and expense paperwork, monitored inventory, and supported Regional Supervisor and Regional Manager in monitoring time, expenses and mileage for technicians.

 

Field Service Technician          (1996 to 1998)

         Efficiently responded to assigned service commitments and collaboratively met all goals for projects in area.

         Calculated, completed and submitted time and expense documentation.

         Performed preventative maintenance for area and assisted with installs as needed.

 

 

Hitachi PBX HCX5000               

Avaya Definity ECS GuestWorks PBX

Merlin Legend                          

Norstar CBT

Norstar Voicemail 4.0               

Norstar Modular ICS (MICS) 6.0