Project Manager Technical Support

* Dedicated Project Manager with twenty five years of experience in the

computer industry, managing projects of all sizes. Most recently as the

Director of Database Services, my primary responsibility was managing the

50 plus custom database projects. Focused on customer satisfaction,

budget, scope as well as timeline.

* Instrumental in the development of the business - Wrote many policies

and procedures to make the company more productive and consistent,

including escalation procedures and reporting. Setup Tech Support

department to be accountable with metrics and logging into a database to

track issues and responses as well as a knowledge base to maintain quick

answers to common questions.

AREAS OF EXPERTISE

Project Management CRM Implementation

Workflow Development and Customer Service Best Practices

Implementation Database Administration

Procedure Development Database Migration

Business Development

PROFESSIONAL EXPERIENCE

Productive Computing, Inc - San Marcos, 2007 - 2010

CA.

DIRECTOR OF DATABASE SERVICES

Responsible for the management of the Custom Database Services

department, managing six developers and salespersons, supporting the 50+

concurrent projects.

Responsible for the project management of projects of all sizes.

Committed to completing projects on time and on budget. Managed the

process of bringing a database to market as a vertical, including all the

ancillary supporting processes: webstore, registration, plugins, and

support.

Worked with business owners to enhance the internal systems for

streamlining. Developed new internal systems to enhance productivity.

Trained the company in setting policies and procedures in all areas.

Helped to setup a Technical Support department with accompanying

database.

TV Magic, Inc - San Diego, CA. 2004 - 2007

SERVICE CENTER MANAGER

Promoted to Manager to create a Call Center, managing four engineers,

supporting the 30 plus Television stations across the U.S.. Responsible

for administration and implementation of the CRM system (Soffront).

Managed the 3rd Party Maintenance agreements.

Trained engineers on all aspects of customer support. Responsible for the

management of the IT department as well as Facilities, managing two

engineers and supporting the 60 internal employees and Independent

Contractors.

Developed training classes for the employees use of the systems.

SYSTEMS ADMINISTRATOR

Responsible for the technical support of the internal employees use of

the computer systems. Responsible for building the necessary

infrastructure for the business to grow from 20 to 60 employees in 2

years. Responsible for designing and building the CRM systems.

System Savvy - San Marcos, CA. 2003-2004

TECHNICAL SUPPORT MANAGER

Responsible for the management of the Technical Support department,

managing workload and performance as well as supporting the customer

base.

Bluepoint Solutions - San Marcos, CA. 2001-2003

TECHNICAL SUPPORT MANAGER

Promoted to manager to lead the Technical Support department, managing

eight engineers and supporting the customer base of 20 credit unions.

Administration and implementation of the CRM system. Development of

policies, procedures and reports.

Managed the implementation of new installations. Developed training

classes for the use of the Bluepoint's products. Trained employees on all

aspects of computer support.

TECHNICAL SUPPORT ENGINEER

Responsible for the technical support of Credit Unions in the use of

Bluepoint's products as well as overall system management. Administration

and implementation of the CRM system (CustomerFist). Development of

policies, procedures and reports using Seagate Crystal Reports.

BeXcom - San Diego, CA. 1999-2000

eSERVICES PROJECT MANAGER

Responsible for the development of the work flow process and

implementation of the

CRM system for supporting customers on a global scale. Responsible for

the development of the Global Support web site and Knowledge Repository

Developed policies and procedures for Global Support. Developed training

classes for the use of the CRM system

SCIENCE APPLICATIONS INTERNATIONAL CORPORATION - San Diego, 1994-1999

CA

SUPERVISOR

Promoted from Tech Support Engineer to Supervisor to lead and setup

various departments in the corporate IT company. Responsible for the work

flow and supervision of Site Support Representatives. Responsible for the

development of a new S.A.I.C. computer service center. Responsible for

daily operations of Desktop Services Parts and Scheduling departments.

Diagnosed and repaired computers and peripherals.

EDUCATION

Coleman College - San Marcos, CA - Certificate in 8/1989

Electronics Technology

Palomar College - San Marcos, CA - Certificate in 6/1988

Electronics Technology

REFERENCES AVAILABLE

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