Manager Customer Service

Eric Crenshaw

Mobile: 714-***-****

E-mail: *********@*****.***

Summary

I am a customer service oriented Desktop Manager with over 10 years’ experience in the technology field and over 6

years of Supervisory experience that is responsible for increased customer support satisfaction and decreased cost of

operation. Detail-oriented manager with strong communication, multitasking and interpersonal skills, who has

managed multiple hardware and software deployments projects on time and within budget. Driven and motivated self-

starter is able to work with little or no supervision within a teamwork environment.

Duties and Responsibilities

• Setup and manage daily desktop support operations.

• Manage Desktop team’s schedules and rotations amongst various locations.

• Manage ticket queue, assigning tickets to proper tech at site for resolution and assist/guide when necessary.

• Assure that SLA’s are met.

• Assist in building/maintaining Enterprise Knowledgebase

• Create and Manage One stop shop concept to support the ordering, setup, and deployment of equipment for

the CEO his supporting team and the board of directors.

• Manage desktop documentation revising and/or creating when needed.

• Create and implement policies and procedures for optimal efficiency.

• Manage the setup and installation of Windows/Macintosh workstations, Laptops, Tablets, Phones and other

peripherals.

• Run and maintain reports pertaining to Desktop operations.

• Manage large and small scale Software and Hardware deployments within Enterprise architecture.

Skills

• Altiris

• McAfee Endpoint Protection

• Symantec Endpoint Protection

• Safeboot

• MCP

• ITIL v2 certified

• Windows 95: 98; 98SE; 2000; XP; and windows 7

• Office Suite: 2000; 2003; 2007; and 2010

• Managerial leadership

• Executive level Customer Support

• Macintosh product support (iPhone’s, iPad’s, Laptop’s, and Workstation’s)

• Excellent written and verbal communication skills

Awards and Achievements

• Nominated twice for the Kennedy excellence award for outstanding contributions in the workplace.

• Increased Customer satisfaction by 30% by re-engineering the support structure.

• Decreased multiple visit resolutions by 25% by mentoring, training, and empowering desktop team.

• Improved first response time by 25% by re-structuring team coverage

Work Experience

4/2006– 6/2011 Desktop Support Supervisor

First American/Corelogic in Santa Ana, Ca

Managed a team of six permanent desktop Technicians and various contractors, responsible for supporting day to day

operations and special projects at Corelogic’s corporate facility, which services the CEO, his team of executives, and

the Board of Directors, in an enterprise architecture servicing over 14,000+ users and 15,000+ workstations both on

campus and at various remote locations.

3/2005-4/2006 Desktop Support Technician

Sapphire Technologies in Irvine, Ca

Contracted with First American to support a location change for 1400 + end users moving from Anaheim Hills to the

corporate Campus in Santa Ana. Lead a team of 30+ contractors to support the move.

3/2002– 3/2005 Desktop Support/ Instructor

Institute of Network Technology in Signal Hill, Ca

Supported 100+ computers and users, repaired and maintained all equipment and peripherals at various

locations. Ordered parts as needed, monitored the LAN, taught students Windows 2000 and 2000 Server.

1/2000-12/2005 Desktop Support

Mr. Wizard Mobile Computing

Responsible for Desktop Support at various clients homes and/or businesses. Installing operating systems. Setup and

deploying workstations, laptops, servers, and various peripherals. Built and/or supported various networks, removed

viruses and trained clients.

2/1992-2/2002 Group Supervisor Nights

LA County Probation Department

Monitored 50-100 juveniles in a detention facility coordinating work details, meals and various daily activities while

maintaining accurate records of each individual.

References

Ken Robinson, Director, Corelogic, 714-***-****

Arturo Steinhaus, Manager, Corelogic, 714-***-****

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