Manager Engineer

Randy W. Radford

*** ********* *****, *************, ** 30043

***-***-***** / ***-***-8977h ******@****.***

http://www.linkedin.com/in/randyradford

TECHNOLOGY AND SERVICE MANAGEMENT PROFESSIONAL

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Results driven management professional with multi-faceted customer

services experience and

proven ability of achieving aggressive goals in challenging

environments.

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- Staff and Team Development - Customer

/Vendor Relationships

- Presentation Skills - Process

Engineering

- Workflow Efficiency - Proactive

Planning

- Project Management - Decentralized

Management

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QualxServ LLC, Duluth, Georgia April 2002 - April 2009

Manager, Customer Support Center

Sole manager tasked with operation of the Customer Support Center

supporting EMC's AViiON products. Responsible for daily and strategic

activities of the Information Technology, Incoming Call Response and

Escalation Support departments along with five Technical Support teams.

QualxServ is a privately owned company to whom EMC outsourced its legacy

product customer support and maintenance business.

. Successfully converted support center from callback model to direct

customer connect model greatly reducing cost per call by reducing

administrative entitlement / call registration staff, maximizing remote

support engineer on the phone time and customer wait time.

. Increased and maintained remote support customer satisfaction from 94% to

99.5% as measured by independent surveys.

. Implemented remote support processes and systems directly enabling remote

personnel part dispatch order rate increase from ten to ninety percent

resulting in substantial field cost savings.

. Maintained high employee morale and satisfaction through significant

restructuring resulting in less than 2% voluntary turnover rate.

. Improved technical support team effectiveness by approximately 12%

through in-house training programs, mentoring and intense focus on

knowledge capture and re-use processes and programs.

EMC Corporation, Duluth, Georgia October 1999 - April 2002

Manager, Windows Competency Center

Primary manager charged with originating, managing and internally marketing

the Windows Competency Center for EMC Corporation utilizing Microsoft's

Certified Support Center Program. Tasked with resolution of EMC and

Microsoft customer problems via high level remote and on-site technical

personnel.

. Managed project development and implementation of Competency Center labs

in Seattle and Atlanta resulting in an eighty-five percent sales closure

rate for customers utilizing the facility.

. Worked closely with EMC and Microsoft marketing and support personnel to

host the first joint marketing and service conference gaining single-

threaded product and support strategies.

. Managed tactical and strategic competency center relationships with

Microsoft strategic account team.

. Negotiated Certified Support Center contract with Microsoft tailored to

the needs of EMC storage.

. Worked with Professional Services staffs to define and initiate value add

service offerings in the Microsoft environment.

Data General Corp. Boston, Mass 1979 - 1999

Remote Hardware Technical Support Manager Norcross, Georgia

Responsible for team of support engineers providing level one, two and

three remote and on-site support to North American Field Engineering

personnel for a wide array of complex client server hardware solutions.

Represented North American Customer Support Center and field management in

executive pre-product release committees goaled with ensuring new product

availability, reliability and maintainability. Monitored new product

performance post-release to address any issues quickly to contain cost and

manage customer product satisfaction.

Corporate Escalation Manager Norcross, Georgia

National level staff position liaison between U.S. Field Area Offices and

Executive Management. Responsible for keeping executive management advised

of customer escalations and ensuring appropriate field and corporate

resource application to resolve high level customer problems.

Field District Manager Atlanta, Georgia

Responsible for field engineering office maintaining large contract

customer base of data processing equipment throughout Atlanta metro area.

Negotiated service contracts, developed and utilized customer retention

programs and facilitated a high number of government contract win-backs.

Managed $1M plus office parts inventory. Exceeded all customer and

employee satisfaction goals.

Branch Office Specialist Tampa, Florida

Responsible for day to day office operations including personnel

scheduling, workload assignment and parts administrative staff activities.

Field Engineer Goldsboro, North Carolina

Maintained a variety of data processing equipment and customer

relationships at high profile sites throughout eastern North Carolina.

Received several high level awards for outstanding customer satisfaction

and company service.

Manufacturing Quality Assurance Engineer Raleigh, North Carolina

Responsible for inspection, quality control and reporting for product from

other Data General manufacturing facilities to be integrated into finished

goods.

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Associate Degree Electronic Engineering Technology Wayne College

1979

DG Human Resource Center Management Appraisal

1987

Motivating Employees and Performance Management 1989

ISO 9001 Principles Underwriters Laboratories

1993

EMC Management Fast-Track Series 2000

Interview Techniques 1999

Windows and Microsoft Office User 1997

Support Center Practices 2001

Meridian and Symposium Telephone Reporting Systems 2000

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Manufacturing Process and Efficiency Rewards (6)

1982

Field Engineering Award Conference Winner (2)

1983/85

Numerous Outstanding Customer Satisfaction Awards 1983-88

DGC Manager of the Year (2) 1993/95

EMC Pinnacle of Excellence Award 2001

CORE STRENGTHS

PROFESSIONAL EXPERIENCE

EDUCATION / CERTIFICATIONS

AWARDS

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