**** ********** **** 972-***-****

Rockwall, TX **087 abqz44@r.postjobfree.com

Anthony Malone

Experience August 2011 – March 2013 Pact-One Solutions Arlington, TX

National Service Manager

Responsible for the operations and overall quality control of the service

department, consisting of 30+ field and remote technicians.

Direct management of the Remote Service and Managed Services

groups.

Managed field service operations, providing installation and technical

support services to customers in the western and central United States.

Monitored technicians for timely and accurate submission of job related

paperwork.

Monitored, weekly, territory conference calls.

Conducted weekly meetings with territory managers.

Conducted, service department, new employee orientation.

Conducted annual performance reviews for service department

employees.

Handled customer complaints, escalated from technicians or other

departments.

Handled service employee issues, escalated from territory managers,

department managers or otherwise.

Initiated company-wide safety program. Acted as company safety

director.

Developed and implement departmental procedures/processes as part

of continual improvement initiatives.

Created, implemented and administered company document control

system.

January 2008 – August 2011 OraMetrix Inc. Richardson, TX

Customer Service / Implementation Supervisor

Managed call center providing customer service and technical support to

domestic and international customer base.

Provided second and third tier technical support.

Managed field service operations, providing installation and technical

support services to domestic and international customers.

Trained and evaluated third party installation/field service technicians.

Provided remote support, as needed, to field technicians.

Oversaw third party service provider accounts.

Managed implementation of new customer accounts up to transition into

normal production pipeline.

Developed and implemented departmental procedures/processes as

part of continual improvement initiatives.

Conceived, implemented and developed training program for third party

field technicians.

October 2002 – January 2008 OraMetrix Inc. Richardson, TX

Installation / Field Service Team Lead

Conceived, implemented and developed the company’s technical

support/Field Service division.

Supervised field service team consisting of four technicians.

Evaluated customer sites / computer networks prior to installation.

Provided nationwide installation, upgrade and service of digital imaging

systems and computer networks.

Configured and installed Cisco routers and firewall devices.

Configured and installed Windows based servers and workstations.

Installed, upgraded and supported digital imaging and treatment

planning software.

Provided 2nd tier support for Customer Care dept.

Managed all installation\field service projects.

Provided backup for internal IT dept.

Provided technical support for training dept. and Digital Lab.

Developed and implemented departmental procedures.

July 2001 – October 2002 LeeMah Electronics Richardson, TX

Document Control Specialist

Maintained physical and electronic libraries of internal and customer

supplied documentation.

Administered company file server.

Controlled dissemination of all official documentation.

Interfaced with customer representatives.

Developed and deployed companywide documentation control system.

September 2000 – July 2001 Snelling Personnel Services / OraMetrix,

Inc. Dallas, TX

Electromechanical Technician

Calibrated and repaired digital imaging equipment.

Assisted in the development of departmental procedures.

Assisted Engineering dept. with product research, development and

design.

Configured server and workstation computers.

Assembled field systems.

Proficiencies

Windows 7

Windows 2008 Server

Windows XP Professional

Windows 2003 Server

Microsoft Office Suite

Active Directory

DHCP, DNS, TCP/IP

Navision, Tigerpaw, SalesForce

Cisco ASA Networking Devices

Excellent customer service, organizational and communication skills.

Exceptional troubleshooting and problem resolution skills.

Self starter, with the demonstrated ability to achieve outstanding results

in both office and field environments, with little or no direct supervision.

Education 1999 – 2001 Education America Garland, TX

A.A.S. Electronics Engineering / Computer Technology, Computer

Networking Technology

• 4.0 GPA

• Class Valedictorian

Educational Awards Dean’s List

Perfect Attendance

Outstanding Graduate

Jay Widdig, CFO

2350 Campbell Creek Blvd, Suite 400

Richardson, Texas 75082

March 11, 2013

Reference for Anthony Malone

I had the opportunity and privilege of working with Tony Malone for 9 years in the capacity as his

supervisor and peer.

Tony was a key contributor the entire time he was at OraMetrix with ever growing responsibilities,

first as our most successful field based installation person and finally as manager of customer

service and implementation. When you wanted something done right, you went to Tony.

OraMetrix evolved from a beta shop (no paying customers) to over 300 customers and $20

million in revenue during Tony’s tenure. His dedication to customer service and his focus on

solving customer’s needs all while balancing solutions with product limitations and corporate

policies remains the gold standard by which the current customer service department is held up

to.

In addition to his technical abilities, Tony was well liked by customers and employees alike. He

developed strong personal relationships with many customers and employees as he was one of

the few go-to-guys in the company. Tony was one of the 20% that did 80% of the work.

I whole heartedly recommend Tony for any position he applies. His capability and capacity is

almost limitless. Feel free to contact me if you have additional questions.

Regards,

Jay Widdig

CFO

OraMetrix, Inc.

abqz44@r.postjobfree.com

972-***-**** cell

972-***-**** direct

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