Tim Peeler

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

Mocksville, NC *7028

Cell: 336-***-****

E-mail:acoxuc@r.postjobfree.com

Employment History

Black Box Network Services - Area Operations Service Manager May

**** - Present

Manage the day-to-day operations of a 35 member team that installs and

services IT infrastructure products (data and telecommunication) for North

Carolina and South Carolina. Also manage the installation and service of

national and international accounts such as, Hanes, Sealy, SunBelt, Blue

Line, Ashley, Roseburg Forest Products and International Paper using

subcontractors. The team consist of Project Managers, Service Delivery

Managers, Operation Managers, Warehouse Managers, Call Center

Professionals, Service Technicians, Installers, System Analysis and

Financial Administrators.

. Plans, organizes, directs, and controls day-to-day operation in order

to meet or exceed targeted goals including profitability,

productivity, quality, and customer satisfaction while adhering to

Black Box values and standards.

. Provides organization leadership to general managers, account managers

and service team managers in selling and supporting Black Box services

and solutions to customers.

. Drive process improvements and work-flow efficiencies by analyzing

current business practices to determine operational effectiveness and

revises program to increase quality, productivity and customer

retention.

. Monitor workload and allocate technical resources in accordance with

needed and available skill sets in order to meet customer needs.

. Manage and control material and asset inventory. Ensure spares and

depots are kept current, test equipment is within calibration and

parts are stocked accordingly to current systems under contract.

. Serve as an escalation point for critical situations and technical

issues to ensure proper focus communication, timely resolution and

relationship management.

. Manage and direct profitability in line with service revenue targets

and budget compliance. Responsible for ensuring accurate

reconciliation and reporting of financials including operational

measurements to capture all costs for jobs.

. Partner with senior management in the business community to identify

and prioritize opportunities.

. Coaches and Mentors install and service team managers on skills to

drive customer and employee retention/satisfaction.

. Build and maintain a solid working relationship with the other

Region's operation managers to share best practices and to improve

Customer Retention and Satisfaction.

. Work with HR to ensure fair treatment and open communications to

enhance management-employee relations/labor relations and to work

towards improved employee retention and satisfaction.

Cardinal Health/Carefusion - Technical Service Manager June 2005 -

November 2013

District Technical Service Manager responsible for installing, upgrading,

troubleshooting technical problems, diagnosing, analyzing and repairing

Medication Dispensing equipment, Supply Dispensing equipment, Scrub

Dispensing equipment, Ventilators, Cardiopulmonary Diagnostic equipment,

Sleep Diagnostic equipment, Servers, Computers, Printers and Facsimile

equipment in hospitals and doctor's offices in North Carolina, South

Carolina, Virginia, West Virginia, District of Columbia, and Maryland.

. Support Pre-sales activities to close new business within the region.

Work with the sales organization on selling new products, system

upgrades and service contracts.

. Ownership of Post-sales activities within the region. Responsible for

customer satisfaction and building long term customer relationship

within the region.

. Develop strategic and tactical planning and execution of these plans

to meet or exceeded customer's goals using Project Management and

Information Technology Infrastructure Library (ITIL) Methodologies.

. Lead business process development, change management, documentation,

end user training and knowledge management.

. Single point of contact for resolving customer issues, handling all

escalation between project management, local technical staff,

marketing, engineering, the national call center and the customer.

Working with the call center Tier 1, 2, 3 agents to make sure all

customer issues are resolved and root cause investigation is

performed. Responsible for creating reports used to communicate with

the customer on how the call center performed on resolving issues.

Also attended weekly meetings with call center department managers to

review ongoing customer issues, review call center processes, review

specific issues resolution scripts, and individual call center staff

performance.

. Develop Quarterly Business reviews and monthly dashboards to

communicate with the customers on service/equipment performance.

. Maintain customer's service contracts and resolving customer billing

issues.

. Manage the financial performance of the team. Developing action plans

to meet customer needs and staying within the budget which includes

3rd party vendor, parts, travel, service technician overtime and fleet

cost.

. Manage a remote staff of 19 direct Service Technicians and 7 contract

Technicians.

. On call 24 hours/day, 7 days a week to handle customer and

employee/corporate escalations.

. Set team schedules for installs, preventative maintenance and on call

schedules.

. Set the team's long-term objectives and performance goals.

. Set individual development plans.

. Provide training to the Service Technicians to keep them up-to-date on

product issues and changes.

. Built teamwork between the Service Technicians; providing leadership,

guidance and motivation.

. Manage the test equipment calibration, inventory management and

company vehicle management programs.

. Manage the team's performance (utilization, service order management,

customer response time, customer satisfaction and part inventory)

using SAP CRM/PeopleSoft CRM system.

. Human Resources - Timesheets, Expense Reports, PTO, Performance

Reviews, Career Growth, Succession Planning, Open Headcount Recruiting

and Workman Compensation.

. Manage Contractors - assign work and approve invoices.

. Enforce Carefusion service policies and procedures.

Lowe's Companies, Inc. - eLearning Project Manager- Mooresville, NC May

2003 - June 2005

Responsible for Implementing the Docent eLearning Management System for the

Lowe's company with over 1000 stores with over 150,000 employees. This

system is used to train corporate and store employees. Responsible for the

following:

. Develop business and system requirements.

. Develop project work plans using Microsoft Project.

. Lead weekly project status meetings with project team.

. Perform risk assessment and create contingence plans.

. Hold bi-weekly status meetings with the management team.

. Review and approve functional specification used by Docent to modify

off-the-shelf system.

. Test and approve system modifications made by Docent and Lowe's IT

department.

. Develop and train the training department on eLearning standards.

. Develop and present presentation to the Lowe's community on the

functionality of the eLearning system and the Go Live plans.

. Implement and train the training department on how to develop on-line

courses using Macromedia Dreamweaver, Docent Outliner, SumTotal

Toolbook, Macromedia Flash, Paintshop Pro, and Microsoft Visio

Technical.

. Consultant to the Instructional Designers on developing content for

the Lowe's eLearning system.

. Hotline (Tier 2) support for resolving field issues.

. Test, troubleshoot and resolve courseware issues.

. Evaluate 3rd party eLearning applications for use with the Lowe's

eLearning system.

. Develop reports to management using Crystal Reporting.

. Analysis system performance and develop on-going improvements.

Lowe's Companies, Inc. - IT Process Consultant - Mooresville, NC

April 2002 - May 2003

Member of the Information Technology Strategy organization responsible for

training IT Project Managers on how to run IT projects. The challenge was

to improve the IT development teams on completing projects on-time and

within budget. Responsible for:

. Developing and delivering a project management training curriculum

using SDLC to train the Lowe's IT Development Teams.

. Obtaining curriculum approval from the CIO.

. Performing Quality assessments on IT Projects.

. Coaching project managers on assessment findings.

Lucent Technologies, Inc. - Business Process Manager - Greensboro, NC

1999 - 2002

Responsible for implementing the Siebel Sales/Implementation and SAP

Sales/Implementation applications for the Lucent Government Solution Sales'

and Implementation organization. Responsible for the following:

. Develop application system requirements.

. Develop project plans.

. Lead weekly project status meetings with project team.

. Perform risk assessment and create contingence plans.

. Hold bi-weekly status meetings with the management team.

. Assess existing sales and implementation process to the off-the-shelf

system process.

. Document internal sales and implementation process changes required to

use off-the-shelf system.

. Present sales and implementation process changes to management team

for approval.

. Modify application system requirements.

. Create end user documentation.

. Test and approve application system changes (Alpha and Beta test).

. Communicate with organization on the Go Live plans.

. Create and implement end user training.

. Implement Go Live.

. Subject Matter Expert on Sales and Implementation process, Siebel and

SAP Sales/Implementation application.

. Analysis system performance and develop on-going improvements.

Lucent Technologies, Inc. - Manufacturing Manager - Atlanta, GA

1994 - 1999

Responsible for supporting the Plant Manager to meet manufacturing

production goals for manufacturing fiber optic cable and fiber optic

peripheral devices.

. Work with engineering teams for new and improved processes including

process scale-up, equipment design, mechanical installation, initial

start-up and provide technical support for validation and

qualification activates.

. Develop manufacturing documentation; standard operating procedures

(SOPs), Manufacturing Layouts, calibration procedures, maintenance

repair procedures, ISO 9001 documentation and EH&S documentation.

. Provide operator training.

. Lead improvement projects to improve manufacturing efficiency to

reduce cost and improve productivity.

. Work with the quality team to resolve ISO non-compliance and CAPAs.

. Work with the safety team to meet EH&S and OSHA requirements.

. Determine root causes of failures using statistical methods and

recommend changes in process methods.

. Review activities to comply with engineering principles, best

practices and company standards.

. Report to Manufacturing Leadership on project status, performance

metrics and trends.

. Provide technical expertise to manufacturing support organizations.

AT&T - Training Manager - Atlanta, GA 1990 -

1994

Managed a corporate training department responsible for supporting the

following AT&T organizations in obtaining ISO 9001 certification: AT&T

Atlanta Works Manufacturing Plant, AT&T Material Logistics organization,

AT&T Network Capacity organization, AT&T Outside Plant Corporate

organization, AT&T Honduras Outside Plant project and AT&T Ecuador Outside

Plant project.

. Lead a project team of engineers, software developers, quality

auditors, technical writers, instructional designers, graphic artists,

web developers, and editors in developing Tier 1, 2, and 3 ISO

documentation and training.

. Develop business plans and project plans.

. Prepare quotes that accurately describe the plan, schedule and cost.

. Negotiate with VPs to obtain funding.

. Lead weekly project status meetings with project team.

. Perform risk assessment and created contingence plans.

. Hold bi-weekly status meetings with the management team.

. Lead cross-organizational teams in designing and documenting

organizational processes that meet ISO 9001, ISO 9002, ISO 14000, and

OSHA requirements. Lead development teams to international sites.

. Implement change management principles in redesigning processes.

. Coach and develop individuals as well as teams, helping them to

continually improve their skills, expand their responsibilities,

increase their productivity, and more readily accomplish the goals of

the organization.

. Communicate ISO 9001 project updates to the employee community.

. Roll out organizational processes and training to all affective teams.

. Lead the ISO auditors during the actual ISO 9001 assessment, domestic

and internationally.

. Work with the different organizations to resolve ISO non-compliance and

CAPAs.

. Report project status to the management team on resolving CAPAs.

AT&T - Senior Instructional Design - Winston-Salem, NC

1987 - 1990

Design, develop, and deliver training curriculums used to train customer

and sales associates on AT&T products, services and business processes.

1. Perform "needs assessment" to determine training needs, identify

learning gaps, and identify training objectives and measurements.

2. Develop teaching aids such as training handbooks and reference

material.

3. Conduct training sessions covering specified areas such as on-the-job

training, use of computers and software, sales techniques,

organizational processes and policies, manufacturing production

methods, safety, refresher training, upgrading, and leadership

development.

4. Test and analyzes training material and strategies.

5. Analyze training surveys used by students to evaluate training to

improve the learning experience. Create reports to upper management

summarizing the organizational training.

6. Schedule and register students for classes.

7. Setup the learning environment for onsite and remote training.

8. Provide train-the-trainer support.

9. Develop training that can easily be translated into foreign languages.

10. Manage multiple projects, setting project priorities to meet

organizational needs.

AT&T - Senior Technical Writer - Winston-Salem, NC 1984 -

1987

Design, develop, research, plan, publish, distribute, and maintain

documentation that effectively communicates information needed to install,

administer, test, operate, train, and maintain computer products, network

products and telecommunication equipment products.

1. Develop documentation in the areas of process development, product

designs, product manufacturing, marketing and sales.

2. Develop consistent documentation by following writing standards and

using software templates.

3. Develop documentation that can easily be translated into foreign

languages.

4. Manage multiple projects, setting project priorities to meet

organizational needs.

.

Education

Bachelors, Electrical Engineering Technology, minor: Computer Design,

University of North Carolina, Charlotte, NC

Software

Windows, Microsoft Office (Word, Excel, Access, Outlook, Internet

Explorer and PowerPoint), Microsoft Exchange, HTML, PeopleSoft CRM, SAP

CRM, SAP Sales, Siebel Sales, UNIX, C+, TCP-IP, Datakit, Macromedia

HomeSite, Microsoft FrontPage, Macromedia Dreamweaver, Macromedia Flash,

Docent Outliner, Visio Technical, CorelDraw, Adobe Acrobat, IPRAX,

Authorware, Microsoft Project, Microsoft Windows NetMeeting, Livelink,

QuickBooks Pro.

Military Experience

U.S. Navy, E-5 Radioman. Honorable Discharge.

Methodologies

Waterfall Software Development

Object-Oriented Software Development

Software Development Life Cycle (SDLC)

Lean Six Sigma

Information Technology Infrastructure Library (ITIL)

Information Mapping

ISO

Total Quality Management

Problem Base/Situation Base Training

Rapid eLearning Development

Knowledge Management

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