Customer Service Sales

VINCENT SHORT

** ***** ***** ~ North Brunswick, NJ 08902

Phone: 732-***-**** ***********@***.***

QUALIFICATIONS

Innovative, highly accomplished IT Customer Service Manager with 15 years

experience delivering remote hardware and software support for external

clients. IT support strategist, known for optimizing 24/7 operations with

creative customer and sales service solutions. Excellent experience

developing, implementing, and improving technical support processes and

procedures. Superior communicator and facilitator who excels at building,

training, leading, and motivating high performance teams. Officially

recognized by many customers for outstanding service; recipient of Micros

Systems "Trainer of the Year."

( Operations Management ( Proactive Sales Staff Support (

Project Management ( Change Management ( Process

Improvement ( Start-Up Operations ( Customer Service &

Support ( 24/7 Remote Client Support ( Training/Development

CAREER ACHIEVEMENTS

Micros Systems

Support Services Improvements: Implemented a work from home program,

allowing hiring across the US to service time zones. Developed programs to

streamline fixes in the software for easier and quicker resolution.

Created a matrix to inform customers about issues in terms of timing and

hierarchy (setting expectations).

Testing Environment: Created testing standards for software. Controlled

software updates and ensured there was a description of updates/fixes.

Created a blog and formal procedure to report software 'bugs.' The blog

included status of the bugs and recommended work-arounds.

Created Training Program: Established training plan and installation

schedule for 7 full-time trainers. Established procedures and

accountability for trainers and trainees.

PROFESSIONAL EXPERIENCE

ABM HOSPITALITY, Manasquan, NJ 2008-Present

Director of Support Services and Account Management

. Lead the creation of customer support center to assist major clients with

software support and professional services.

. Supervise staff and liaise between sales and development.

. Manage pre and post sales operations; maintain relationship with major

clients and set expectations; provide on call 24/7 for direct clients.

. Direct product training and installation and suggest upgrades and product

enhancements.

. Administer Linux and UNIX Systems.

MICROS SYSTEMS INC., South Plainfield, NJ 1993-2008

Director of Customer Service / Account Management / Telecom (2001-2008)

. Directed 24/7 computer hardware and software support department and

remotely supported hardware and software installations.

. Managed, trained, and coached team of department managers whose combined

staffs exceeded 60 permanent and temporary employees.

VINCENT SHORT Page Two

PROFESSIONAL EXPERIENCE

(continued)

. Developed operating standards relating to interdependencies of four

primary departments: Customer Service Support Call Center, Software

Services, Hardware Services, and Training Services.

. Maintained accounts and set priorities; directed proactive support for

sales staff, especially regarding programs to increase sales

opportunities.

. Provided support for order processing and issue resolution.

. Oversaw issue troubleshooting in a Tier 3 hands-on technical capacity.

. Analyzed call center workload and adjusted schedules to maximize

department performance.

Director of Project Management / Quality Assurance (1998-2001)

. Developed project plans and testing plans; tracked deliverables, and

coordinated all phases of the software development life cycle.

. Translated customer requirements into specific technical requirements and

facilitated communication to coordinate the transfer of technical

specifications.

. Managed project planning and execution of tasks to ensure stable software

solution.

. Identified opportunities for process and application changes that would

result in increased efficiency and a reduction in costs.

. Implemented testing on multiple operating systems and database platforms.

. Coordinated and assisted in the development of interfaces with other

vendors.

Director of Training and Installation / Trainer (1993 - 1998)

. Coordinated installation of software to 2000 clients.

. Interfaced with property owners in preparation of upcoming installation

and demonstrated product software to prospective clients.

. Hired, trained and scheduled employees for installations of property

management system.

. Prepared instructional outlines for customized classroom and seminar

presentations.

EDUCATION

JOHNSON AND WALES COLLEGE, Providence, RI

Hotel Management

COMPUTER SKILLS

Hardware & Networking: Windows 2000/x, Enterprise UNIX/LINUX Servers,

RAID Subsystems, LAN, WAN

Protocols: TCP/IP, VPN, NETBEUI, IPX/SPX, SNMP, HTTP, FTP, Telnet,

and SMTP

Platforms & Systems: UNIX (Solaris, HP-UX, SCO), Linux, XENIX,

Windows NT/XP/2000/x, MAC OS X, MS-DOS, Novell

Netware, UnixWare

Programming Languages: DBC/C, Basic, Perl, UNIX Shell scripting,

Windows scripting, Sybase, IVR scripting

Software Packages: Salesforce.com, CRM, Clarify, Black Berry, Palm OS,

MS Project, Visio, SAP, Mas90, Mitel Telecom, MS

Office Suite (Word, Excel, Outlook, Access,

PowerPoint)

Issue Tracking System: PVCS version control, Visual SourceSafe,

Bugzilla, Track it

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