Customer Service Manager
Resume:
Frank P. Hathaway
Marblehead, MA. 01945
********@*******.***
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Summary of Qualifications
Twenty two years of technical customer support experience across all levels
of administration and management
Applied Skills
Deliver superior customer service in support of company infrastructure
Demonstrable project management skills and the ability to find rapid
solutions to complex problems
Successful at managing multiple projects and meeting deadlines
Ability to think critically and strategically and plan for the long term
Team player with the ability to work independently
Excellent written and oral communication and the ability to explain complex
technologies
EXPERIENCE:
IT Support Manager - January, 2008 - present
Cambridge Systematics Inc., Cambridge, MA.
Information technology client services manager for a leading transportation
consulting company. Responsible for all levels of technical service and
support for nearly 300 employees in twelve offices across the country.
. Responsible for the day to day supervision of five corporate support
staff including managing workloads, helpdesk calls and schedules;
setting priorities, deadlines, and goals; tracking the progress of
tasks and projects.
. Deliver high levels of service, maintaining a ninety-five percent
minimum customer service satisfaction rating.
. Manage IT support staff including interviewing candidates, performing
reviews, defining career paths and recommending raises and bonuses.
Facilitate the resolution of inter-personal issues, set job
expectations and goals and administer progressive disciplinary
actions.
. Assist in the preparation of department budgets and the business
planning process including forecasting and identifying department
goals and future projects.
. Develop and implement IT support policies, procedures and
knowledgebase articles both within the department and company wide.
. Ensure the timely resolution of all support requests and provide
second tier support as required
. Manage the helpdesk ticketing and inventory system including
application logic and business process workflows, software upgrades
and functional changes. Develop Crystal Reports reports.
. Assist with the license management of over 250 software titles and
conduct periodic auditing for compliance.
. Manage the lifecycle of hardware from product selection, purchasing
and implementation and the rotation and disposal of depreciated
assets.
. Purchase IT hardware and related supplies for all offices, executing
Dell warranty service contract extensions; negotiate service and
hardware maintenance contracts.
. Manage computer software environment including creating, customizing
and deploying disk images and software packages; planning and
deployment of large-scale upgrades (e.g. Alloy Navigator's, Helpdesk
and Asset Management Suite, Microsoft Office, Windows client operating
systems).
Desktop Systems Manager - 1998 to December, 2007 / Desktop Systems
Administrator - 1992 - 1998
Harvard University, Division of Continuing Education, Cambridge, MA.
Responsible for all aspects of desktop and technical support for
approximately 140 administrative staff.
. As a member of a five-person management information systems team,
provided strategic planning and technological solutions for DCE
administration.
. Established departmental operating procedures, internal policies,
standards, security measures and implemented quality assurance
measures.
. Purchased all computer hardware, software, services and supplies,
managed inventory levels and assisted with the management of a $1.5M
budget.
. Negotiated vendor maintenance contracts for desktop support including
computers, printers and site-licensed products.
. As a hands-on working manager, troubleshot, upgraded and repaired
servers, user's desktops, laptops, peripherals and networked printers.
. Created and maintained inventory control for administrative computer
systems.
. Modified user accounts in a Windows NT/Active Directory network.
. Performed account management duties for FirstClass email system.
. Assisted with the management of a Proofpoint SPAM email appliance.
. Responsible for annual moves of Harvard Summer School operations to
off-site facilities.
. Provided project management, planning and implementation of
technology upgrades.
. Managed Desktop Support Specialist, and other temporary staff as
required.
Workstation Support Specialist - 1990-1992
Harvard University, Graduate School of Business Administration, Boston, MA.
Provide hardware and software support for students in the Masters of
Business Administration Program, faculty and staff.
. Assisted with the day-to-day operations of campus computer
distribution and repair center, assisting with the repair of machines
and resolving all software and hardware issues.
. Provided support to administrative offices, executive offices and
business programs.
. Assisted with the annual set up of 1800 laptop computers for incoming
freshman and faculty.
. Troubleshot new and existing hardware and software on various
Macintosh and IBM PC compatible platforms.
. Evaluated and recommend various standard software and hardware
packages.
. Coordinated technical feedback for User Assistance Programs.
. Managed inventory levels, assisted with the purchase of computer
components and supplies.
. Oversaw external vendors and worked regularly with service providers
to maintain and upgraded equipment.
District Sales Representative, promoted to Computer Service Engineer - 1987-
1990
InfoTech Services, Danvers, MA.
. Provided complete customer support and furnished technical solutions
for over 150 clients.
. Responsible for installation, repair and customer support of computer
systems, printers, software, networks, and peripherals.
. Expanded client base 35% by promoting new and existing service
contract renewals and the sale of computer components.
. Provided on-site installation, instruction and individual staff
training.
. Designed and implemented new marketing strategies utilizing mass
mailings and promotional materials to promote sales and service.
. Selected twice to attend a major computer company's Star Sales
Training Program for attaining outstanding sales volume.
EDUCATION:
Graduate of IT Managers Institute - February 2008
Certificate of Special Studies in Business Administration and Management -
Harvard University Extension School - 1994
B.S. Psychology - Roger Williams College - 1987
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