Cliff Spohr

*** ***** **** *****

Princeton, Texas 75407

972-***-**** Cell Phone

acfkhu@r.postjobfree.com

Objective: To join an organization where the goal is to maintain "Customer

Service Excellence."

Key Skills:

Leadership - Managed up to 35 IT field engineers, phone support and refresh

technicians

Customer Service - Recipient of several customer service & employee

excellence awards

Field Service - 10 years as a Field Service Engineer & 4 years in a

Technical Support role

Communication - Interact positively with internal and external customers at

all levels

Problem solving - Resolves in-depth issues in a methodical and logical

manner

Team Player - Encourage sharing of knowledge and encouraging development of

others

Planning and organizing - Detailed planning and organizational skills

related to service delivery

Software tools - Microsoft Office

Suite/Siebel/Remedy/Peregrine/Labtech/Connectwise

Certifications - ITIL Foundations V2, A+ certified

Experience:

Axxys Technologies, Managed/ Service Provider - Plano, Texas/

Service Manager 8/19/2013 to 8/15/2014

Frisco, Texas 75024

- Manage and motivate team of technical phone support and field support

technicians

- Promote service improvements to increase service quality and customer

satisfaction

- Generate metrics on CSAT, technician productivity, and technical trends

- Project management and coordination of technical resources and scheduling

- Thrive on challenge and new opportunities for accomplishment

- Monitoring and coaching to improve team and individual performance

- Addressing escalated customer and/or employee issues to resolution

- Ability to adapt to changing priorities and interact with customers and

all levels of management.

CSC - McKinney Texas

Site Lead - Raytheon 5/26/2012 to 11/2/2012

McKinney, Texas 75071

- SPOC for Raytheon business units in the Dallas area

- Performed the hiring, terminations, performance reviews and training

requirements

- Responsible for desktop support, MAC's, mobile devices and computer

refreshes

- Lead multiple projects concurrently and including cross functional teams

- Implementing new ideas to increase productivity and customer satisfaction

(CSAT) scores

- Provide status reports to the project manager and client

- Develop and strengthen relations with all the key contacts in each

business unit

- Developed, implemented, and documented processes and technical library

The Computer Merchant, McKinney Texas

Site Lead - Raytheon 9/13/2011 to 5/25/2012

Dallas, Texas 75219

- Manage service deliverables for multiple sites in the Dallas area

- Responsible for the hiring, staffing and maintaining of a diverse and

effective workforce

- Responsible for desktop support, MAC's, mobile devices and computer

refreshes

- Coordinate multiple projects concurrently

- Recommend and implement operational changes to improve productivity and

reduce costs

- Provides technical support, direction, supervision and leadership to

desktop support group

- Developed, documented, and published standardized technical material

- Generate reporting metrics and tracking data as required to fulfill the

Service Level Agreement

Digital Intelligence Systems Corporation (DISYS), McKinney Texas

Service Delivery Manager - Raytheon 03/08/2011 to 6/28/2011

Dallas, Texas 75287

- Provide direction to 19 Desktop, Deployment, and Network technicians

- Responsible for desktop support, MAC's, mobile devices and computer

refreshes

- Proficient in Remedy system to track service performance & generate

metrics

- Support desktop services of over 3000 end users

- Ability to manage conflicting priorities and customer expectations

- Provide status reports to the project manager and client

National Support Services-North America

Project/Data Analyst - Service Delivery 7/24/2009 to 4/30/2010

Bethpage, NY 11714

- Highly organized self-starter

- Effective customer service skills and demonstrated ability to manage

projects

- Monitor and generate reports on SLA metrics on multiple national accounts

- Run performance metrics reports on parts usage and service call volume

- Knowledgeable of MS Office Suite - Strong Excel and Access proficiency

Northrop Grumman System Support

Project/Data Analyst - Service Delivery 03/2006 to 07/23/2009

Austin, Texas 78752

- Strong organization, problem analysis, and problem solving skills

- Provide necessary documentation and status reports of each project

- High level of achievement in cross-functional organizations

- Effectively provide support to managers and service technicians

- Ensured workflow efficiencies, customer service excellence, and quality

assurance

- Tracking of technician OEM training and certification for +400

technicians

- Increased the number of paid OEM warranty claims by $200K per year

Education:

Community College of the Air Force, AAS Computer Science - completed 54

credits

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