BERNARD J. MILLER

**** ** **** ***** *****: 502-***-****

Louisville, KY 40219 acum6q@r.postjobfree.com

SUMMARY

A customer focused Technical Services Manager with demonstrated success in guiding service teams dedicated to installing and maintaining technology oriented products. Experienced in growing revenue by gaining customer confidence through the ability to exceed service delivery expectations resulting in new service opportunities.

PROFESSIONAL EXPERIENCE

KForce (Contract Position) 2014-PRESENT

Information Systems Support Desk Manager

Manage remote and corporate office service desk staff activities under a virtual service desk structure.

Ensure calls to service desk are answered promptly and incident tickets are created in the service desk management system on a timely basis.

Monitor level I and II support requests and related activities in-progress and ensure timely resolution of user requests.

Train and coach support staff on proper incident resolution procedures.

Use service desk management system tracking and reporting of key metrics to provide accountability and basis for service improvement plans.

Escalate incidents to vendors or other Information Systems support staff as necessary.

Develop and coordinate user training plans, methods and delivery strategies.

Information Systems single point of contact for Sarbanes Oxley compliance.

PILLGUARD MEDICATION DELIVERY SYSTEMS, Louisville, KY 2013-2014

Project Manager

PillGuard was a start-up company in the pharmaceutical industry that experienced layoffs due to funding issues.

This was an evolving position with growing responsibilities that included:

Management of the national rollout of PharmBase and PillGuard.

Training pharmacy staff to use the PharmBase laptop and the PillGuard dispenser.

Training the national service vendor selected to install and support PharmBase hardware and software.

Managing the service delivery relationship with the national service vendor.

Managing the PillGuard returns process externally and debugging the process internally.

Coordinating with suppliers to develop the PharmBase kitting and packaging.

Overseeing the HIPAA ComplyPak software integration and compliance.

TOSHIBA, Louisville, KY 2007-2013

Operations Manager

The laptop repair facility that I managed for Toshiba was relocated to another state.

Located on-site at the UPS-Supply Chain Systems laptop repair facility in Louisville, KY.

Responsible for the receiving, repair, and shipping of 14,000+ laptop computers per month.

Managed service provider relationship to ensure Service Level Agreement metric compliance.

Maintained focus on three key service delivery metrics to drive the improvement in monthly customer satisfaction ratings from less than 50% satisfied to more than 80% satisfied.

oReduced repeat repairs from over 15% to less than 6%. 60% improvement.

oDecreased laptop repair turnaround time from 4.6 days to 2.8 days. 40% improvement.

oLowered parts per incident for units requiring parts from 1.5 to 1.2 parts. 20% improvement.

Acted as the primary Toshiba contact for all operational issues and concerns with regard to the tracking and repair of customer owned laptops.

Oversaw all depot repair functions (laptop repair, call center escalations, shipping, receiving, etc.) and provided clear, effective direction to our business partner.

BERNARD J. MILLER Page 2

PITNEY BOWES, Louisville, KY 2006-2007

Division Service Manager

Directly accountable for managing a profit center generating more than $3 million in annual revenue.

Managed 2 supervisors and 20 technical personnel in 3 states to ensure the expectations of both internal and external customers were met with regard to maintenance and installation of Pitney Bowes equipment.

At the end of the first 6 months of employment, I obtained the ranking as the lead Division Manager in the Region as measured by criteria such as service revenue generation, expense control, inventory control, customer loyalty, employee morale, CSR response time, and CSR time utilization.

Coordinated face to face customer meetings to discuss and monitor service delivery.

Conducted weekly teleconference meetings with the service team to convey organizational goals.

Maximized profits through service revenue generation, productivity improvements, expense management, and marketing of services.

SERVICEPOWER FSS, Louisville, KY 2005-2006

Contact Center Manager

Oversaw the activities of contact center personnel providing phone support and training for a proprietary web based service dispatch application.

The web based application was used by major Original Equipment Manufacturers for the dispatch of service opportunities to independent contractors around the country.

Developed and implemented the process for the training of contact center personnel in all facets of a technical support role.

Acted as organizational leader, primary business specialist, and technical support for contact center support personnel.

Served as point of escalation for both Original Equipment Manufacturers and independent contractors.

Provided guidance to subordinates to maintain compliance with contractual commitments, organizational goals, and company policy.

Developed ACCESS database application that was instrumental in the successful capture of contractor data.

EN POINTE/INACOM, Louisville, KY 1997-2004

Help Desk/Desk Side Service Operations Manager

Through the utilization of customer service delivery skills in listening, relationship building, confidence-building, and management I was able to establish a proven record of improving and maintaining customer service in a demanding, metrics-based environment. As the Senior Service Manager for En Pointe’s 68 person technical services team located on site at General Electric Appliance Park I accomplished the following:

Elected to the President's Club for achievement of account retention where the two prior service vendors had been dismissed by the customer for nonperformance at the end of one year of service.

Performance of assigned work units was instrumental in achieving a 42% increase in annual revenue from $3.5 million to $5 million.

Reduced overhead costs by reorganizing assigned staff to eliminate unnecessary administrative and technical positions while meeting or exceeding customer service expectations.

Raised SLA performance of the technical services group from number 34 of 36 GE divisions to number 2 and maintained a top-ranking status through life of contract.

Increased customer confidence and reduced customer escalation requests by improving technical staff response time to problem resolution and communications with customers.

Engaged in frequent contact with customer managers and customer representatives concerning projects, operational decisions, scheduling requirements, service level compliance, or contractual clarifications.

Played an integral role in mining service opportunities that resulted in staffing growth from 17 to 68 to meet increasingly complex customer needs.

The En Pointe staff mix was comprised of:

6 LAN Engineers 21 PC Technicians 28 Help Desk Staff 1 Dispatch Coordinator

9 NOC Engineers 1 VAX / VMS Technician 1 SUN Technician 1 Logistics Coordinator

BERNARD J. MILLER Page 3

BANCTEC SERVICE CORPORATION, Louisville, KY 1986-1997

District Service Manager

At BancTec, I managed the service delivery of 3 supervisors and 32 electro-mechanical technicians dispatched from 6 service centers located in 2 states.

The 7x24 technical staff provided service to more than 100 customer sites located in multiple cities throughout 2 states while generating more than $3 million in annual revenue.

Upon acceptance of this management role, I implemented regular audits of services provided versus monthly invoices. The result was an increase of $240,000 in annual revenue for services rendered, but not previously invoiced. An approximate 10% increase in annual revenue.

Maintained rating among the top 2 districts in regional profitability for final 12 months of employment.

Successfully provided services management and resource allocation within a large geographical area that included administrative and operational support for OEM remittance processing workstations, local area networks (LANs), PC LAN servers, and desktop device support.

TECHNICAL EXPERIENCE

My experience includes the hands on installation, preventive maintenance, and repair of micro-processor controlled electro-mechanical document processing workstations utilizing a network configuration for the transfer of remittance data. The workstations contained OCR and MICR technology to collect data from remittance documents for transmission to a central server where it was gathered and prepared for transfer to a main frame computer. Each workstation was comprised of printed circuit boards (mother boards, daughter boards, memory boards, sensor receiver boards, motor control boards, etc optical character readers, magnetic ink character readers, ink jet printers, image collection cameras, hard drives, motors, sensors, relays, belts, pulleys, and other electronic and mechanical devices. Some of the tools utilized for troubleshooting were digital multi-meter, oscilloscope, system schematics, diagnostic software, and common hand tools.

Experience installing and maintaining standalone and networked personal computers.

Provided warranty service for the original equipment manufacturer of various PC models.

Earned certifications from companies such as Novell, Microsoft, Dell, Compaq, HP, Toshiba, and others.

Technical and practical experience with multiple versions of MS-DOS and Windows operating systems.

Familiar with OSI networking terminology obtained through formal training and practical exposure.

Understanding of physical and logical concepts as applied to a functional network environment.

Competent with all components of the Microsoft Office package. Experience gained through formal training and the practical implementation of the application software.

Highly competent in the use of Microsoft ACCESS database. Developed and implemented a process that utilized ACCESS to track and compare corporate inventory levels and local inventory levels. The comparison was used in the development of a weekly report of inventory discrepancies. The report was the cornerstone of the reconciliation process. The final result was a process that required minimal tracking effort and resulted in 0% inventory shrinkage. This was a tremendous improvement over the company’s standard practice of annual inventory counting which had resulted in lost customer service availability and average shrinkage of more than 20%.

EDUCATION / MILITARY EXPERIENCE

Bachelor of Science, Business Administration, Sullivan University, Louisville, KY

Associate of Science, Computer Science, Sullivan University, Louisville, KY

Associate of Science, Electronics Engineering Technology, Ohio Institute of Technology, Columbus, OH

US Navy – Honorable Discharge

REFERENCES

Chris Smith

AIG Warranty

Vice President of the Consumer Experience T 812-***-**** E acum6q@r.postjobfree.com

John Pinto

Toshiba America

Vice President of Service and Reverse Logistics T 714-***-**** E acum6q@r.postjobfree.com

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