Customer Service Manager
Resume:
Mike McGuire______________________ ________
**** ****** ****** ****** ?Lauderhill, FL 33319 ?954-***-****
?***************@*****.***
Summary of Qualifications:
? Software Configuration & Implementation ? Business Analyst
? Agile Project Management & MS-Project ? Network &
database/SQL experience
? Data Formatting, Import/Export, Analysis, Reporting ? Fortune 500
Account Management
? Working knowledge B2B client/server applications ? Business
Requirements Documents
? Web Based Applications & Report Development ? Contracts, SOW
and SLA experienced
? Quality Systems, Audits, ISO-9003, IEEE ? Technical Writing
Management
Experience and Employment History:
Senior Client Services Manager, Synergistix Data Solutions, 2004 to 2010
Synergistix, Inc is a provider of SaaS-based CRM/SFA B2B software solutions
for healthcare and pharmaceutical industries. Managed a staff of 12 client
liaisons with primary focus on building and maintaining communication
channels between Synergistix's software development/technical support
departments and clients. Duties included overseeing all project management,
translating client's business needs into technical specifications,
generating statements of work and pricing quotations. In addition, managed
1 business analyst, 2 software configuration & implementation managers and
2 contracted technical writers Responsibilities included coordinating $1M+
in customer training annually. This position required interfacing with C-
level client executives to resolve escalated customer satisfaction and
account management issues. Technical skills required knowledge of
client/server applications, relational databases, MS-SQL, network
technologies and PC's/subnotebooks. Participated on strategic product
development team to determine future product enhancements and use of new
technologies.
World-Wide Customer Service Manager, Newport, Corp. 2003 to 2004
Newport Corp. is a manufacturer of lasers, opto-mechanical components,
photonic instruments, vibration control, motion systems, robotic automation
and advanced packaging systems. Within the automation division, managed
multiple departments including Field Service Engineering, Technical
Training, Technical Publications as well as a 24x7 technical assistance
call center. Employees were located in 3 domestic and 3 international
locations. Developed service offerings/contracts, departmental business
plan, revenue forecast, submitted and managing departmental budget.
Responsibilities included inventory control, establishing Service
Department goals, policies, best practices, performance metrics/trends and
employee development. Worked closely with Sales and Marketing departments
to determine service and product marketing strategies.
Global Field Service Engineering Manager, PRI Automation OEM Division, 2001
to 2002
Responsible for supervising a staff of 35 Field Service Engineers and
Technical Support Engineers located in five domestic and five international
locations. Managed the installation, maintenance, repair and phone support
of an install base of over 45,000 highly complex software controlled
electro-mechanical systems. Position required acting as corporate liaison
for all customer satisfaction and technical support related issues.
Coordinated corrective action plans and dispatched technical resources as
required.
Major Account Service Manager, PRI Factory Automation Division, 1998 to
2001
Responsible for Customer Service support strategy for nine of Intel
Corporation's domestic and international manufacturing facilities housing
approximately $170M of PRI's factory automation hardware and software
products. Total departmental headcount exceeded 110 engineers and field
service technicians. Responsibilities included establishing account goals,
staffing, employee training and development, budgeting ($12M annually),
revenue forecasting, quoting, spare parts consignment inventory management
($5M), negotiated and ensured compliance with all corporate contracts and
site specific contracts. Coordinated the development of department's ISO
9000 compliant standard operating procedures (SOP's), used to insure
consistent and high quality business, sustaining, field service,
installation, equipment upgrade/continuous improvement process (CIP) and
spares/logistics practices utilized by PRI's 350 person Service
organization. Position required an in depth understanding of customer
applications, technical support, installation, order processing, CRM
databases, finance and software controlled electrical-mechanical equipment
integration.
Mike McGuire______________________ ________
3402 Cherry Garden Circle ?Lauderhill, FL 33319 ?954-***-**** ?
***************@*****.***
Site Service Manager - PRI Factory Automation Division, 1995 to 1998
Acted as on-site factory representative for PRI Automation at Intel
Corporation's headquarters and main research and development facility.
Supervised a team of 14 engineers and technicians responsible for the
maintenance of a $12M full factory automated material handling system and
associated manufacturing control software (MCS). Duties include managing a
$250K spare parts inventory, submit/manage site budget, maintaining local
databases used to report system performance metrics and trends. Ensured
that engineering change orders, upgrades, installations and cost of
ownership reduction projects were executed on schedule with minimal impact
to production. Responsible for employee safety, training/technical
development plans, scheduling of preventive maintenance, conducting
performance reviews and counseling as required, generated documentation to
standardize procedures and policies to be used at customer's site.
Field Service Engineering Manager, Ultracision Automation, Inc. 1991 to
1995
Responsible for all aspects of domestic customer service support. Managed
multiple third party international service representative organizations in
matters pertaining to service. Duties included negotiating service
contracts, coordinating installation, training, technical documentation and
domestic/international field service support of automated systems and
custom engineered robotic turnkey cells. Position required an outstanding
knowledge of microprocessor/PC based control systems, I/O interfacing,
stepper/servo motor control circuitry and OCR/pattern recognition systems.
Robotic Equipment Support Supervisor, Digital Equipment, Corp. 1988 to
1991
Promoted from Senior Robotic Technician to Robotic Equipment Support
Supervisor. Supervised nine technicians responsible for the repair,
modification, installation and preventive maintenance of a wide variety of
highly automated equipment used in the development and manufacturing of
computer products. Other duties included working closely with engineering
department on hardware and software modifications, used to enhance
equipment performance. Scheduling personnel and preventive maintenance of
equipment, ensuring up time goals were met or exceeded. Authored over 30
maintenance and process documents. Certified member of hazardous materials
response team. (HazMat)
United States Coast Guard 1982 to 1988
Senior Petty Officer. Supervised five electronic technicians in all phases
of maintenance, repair and operation of a fully automated shipboard weapons
system including electronic counter measures systems. Duties required the
ability to troubleshoot RADAR, RF, computer, video and servo control solid
state and digital circuitry to component level. Maintained necessary
records, ordered parts, tools and supplies. Responsible for safety, spare
parts inventory and calibration of test equipment. Scheduled all
maintenance of equipment and training of personnel. Graduate of USCG
maritime law enforcement academy. Certified boarding officer and designated
law enforcement training petty officer for a shipboard crew of 200. Held
DOD SECRET clearance. Honorably discharged with the rank of E-6.
I believe my business and technical background is an excellent match for
your opening. To summarize my background as it relates to your opening I
have attempted to match some of my skills and experience to the main job
requirement descriptors below:
Influence and Customer Engagement: I have 15+ years managing various
Technical and Client Support Departments at high tech companies. I have
also been required to act as the technical subject matter expert as well as
the primary client issue escalation focal point. In addition, I have acted
in business analyst roles, pre-sales support/sales engineering roles and
participated on marketing and product roadmap definition teams. I have
traveled globally making technical and customer support presentations to
clients such as Intel, Motorola, Texas Instruments, Bausch & Lomb, Elli
Lilly and many more.
Change Management and Requirements Management: A large part of my past
roles acting in my various senior management positions has been to moderate
change (prioritize), as it relates to new products, new/enhanced
functionality and corrective actions for legacy products in live
production. I have years of experience negotiating change management with C-
level clients, software/hardware engineering development managers,
sales/marketing and internal executive staff. I am hands-on experienced in
Agile software development (C#, .ASP, .NET, SQL), new client software
configuration/implementation and data analytics. To be more specific I feel
I am an expert in the following areas:
. Project Implementations/Software Enhancement
o Scope/requirements definition
o Project documentation
o Project Status Reporting
o QA Testing and Test Case definition
o End User Training
. Analysis of business rules/requirements
. Problem analysis and problem solving
. SQL and relational Database knowledge
. Acting as the liaison between internal technical delivery
teams and business team (clients) to provide technical solution to
meet clients business requirements
. Conducting business requirements gathering sessions with
clients, vendors, and project teams to define business rules and
functional specifications for new implementations and application
enhancements
. Compile specifications and document software system
requirements for new projects and existing processes, System Change
Requests (SCR), and project plans
. Extensive interaction with SQL DBAs for relational database
issues, data and transaction files, file processing, and database
programming
. Utilized SQL queries for reporting and issue resolution
. Coordinate, manage and monitor the project implementation
including project change control, status reporting, vendor
coordination
. Lead requirements gathering meetings to define client's
reporting needs for web based reporting engines
. Define QA test cases, assisted and performed QA and user
testing of software
. Coordinate all client training including resource scheduling,
documentation, and training facilitation
Planning, Execution and Follow-up: I am well versed using MS-Project and
standard PMI/PMP methodologies. I have been a project manager as well
as managed departments comprised of project managers. I have a great deal
of experience negotiating and developing SLA metrics/results as related to
OTD of new software features/functions as well as upgrades. I also have
experience setting up software test environments and executing Beta tests
for internal QC purposes and client verification prior to moving to
production.
Documentation: I have participated in the generation of business
requirement documents for new products, functional
specifications (engineering specs), software release notes intended for
client review/approval, software configuration tracking documentation and
manuals intended for end users. One of my most recent projects
was participating in the development and documentation of a Business
Continuity Plan (data center disaster recovery plan), at the software
company I was employed at. This ~150 page plan was tested successfully by
our own data center in conjunction to the Miami Data Vault.
Application Experience: I have worked with Oracle's Siebel CRM, Sage ACT!,
various in-house MS-Access CRM's, Avaya Customer Interaction Suite, and
Synergistix's Call Activity Tracking system. From 2004 to 2010 I worked at
a software company whose product is CRM software and data reporting. As the
company's Client Services Manager, I managed a staff of twelve technical
client liaisons (these were NOT helpdesk technicians), with primary focus
on building and maintaining communication channels between Synergistix's
software development/technical support departments and clients. Duties
included advocating/championing customer issues and escalations,
prioritization of fixes/enhancements, project management, driving IQ/OQ/PQ
(Installation/Operational/Performance Qualifications) system validations
and translating clients' business needs into technical change
specifications. In addition, I managed two CRM software
configuration/implementation project managers and a business analyst.
Technical skills required knowledge of client/server applications, web
based reporting engines, relational databases, data forms and formats,
Agile software development methodologies, UAT (User Acceptance Testing),
and network/IT technologies. I also participated on the CRM strategic
Product Roadmap Team determining future product enhancements and the
selection of new technologies.
Metrics and Reporting: I have extensive experience developing customer
satisfaction oriented KPI's (Key Performance Indicators), the metrics used
to gauge them, reporting methodologies, and report formats. Examples of
types of metrics I have developed and used are product performance (failure
rate/type, etc.), issue resolution timelines, SLA's (service level
agreements), trending reports of many types, financial (actual expenditures
against budget/cost estimates), and customer satisfaction/training
effectiveness. I have considerable experience importing/exporting,
aggregating, manipulating, and analyzing raw data to create
reports/dashboards/charts/graphs, etc.
If you have any questions or if I can provide further clarification on my
background and qualifications please feel free to call me.
Thank you,
Mike McGuire
Contact this candidate