Project Manager Customer Service
Resume:
Dennis Merola
Ft. Lauderdale, Florida
Email: *************@*****.***
Profile: Proven ability to organize, and motivate employees, as well as
manage and deliver support services for large, high profile, companies.
Recruit, train and develop technical and supervisory personnel. Hands-on
management style with a strong emphasis on leadership by example and
accountability. Excellent verbal and written communication skills.
Performance-oriented, customer service driven manager. Thrive and excel in
fast paced, high volume environments. Strong proven reputation for
building, leading the top teams, establishing policies, procedures, best
practices and delivering service that creates repeat business. Excellence
and quality are a mindset.
Objective: Customer service driven, professional IT manager, seeking
Service Delivery, System Support, Project Management or Technical Support
Management position. Successful history of team building, PC support,
customer satisfaction, project management and profitability.
Senior Service Delivery Manager 11/2006-
Present
Siemens IT Solutions and Services Boca Raton, FL.
Service Delivery Manager supporting the Nokia Siemens Networks Account.
Responsible for all Service Level Management activities for more 2,500
users in North America.
Leverage strengths of a highly matrixed environment to assure all
contractual service levels, and key performance indicators are met to the
satisfaction of the end users.
Primary interface between Nokia Siemens Networks and Siemens IT Solutions
and Services. Provide single point of contact for all escalations and
customer service functions. Provide system reports, conduct project review
meetings with senior managers. Primary point of contact for On Site
Support issues, Global Service Delivery Issues, and Service Delivery SLA's.
ITIL v. 2 training. Demonstrated ability to interface and consult with
all levels of Management and Client contacts, as a Strategic Business
Partner. Has a proven history of generating outstanding business results
through operational excellence and strong management skills.
Project Manager, Premise Distribution System
11/2002-11/2006
Dade Aviation Consultants, Inc.
Miami, Fl.
Project Manager Consultant responsible for the rollout of a new airport
wide premise distribution system utilizing Cisco 6500 and 2950 type layer 3
and layer 2 switching equipment.
Projects recently completed involve the installation of 170, 40" LCD
monitors at all ticket counters in Miami Airport to display airline logos
and schedules and the installation of network infrastructure to support 400
common use airline terminals throughout the gates and ticket counters.
Responsibilities include management of the airport telecommunications
support vendor as well as management of the cable installation
subcontractors, installing all horizontal and riser cable and conduits.
Regional Manager, Technical Services
05/2001 - 07/2002
NationsRent, Inc.
Ft. Lauderdale, FL
Responsible for technical support of and installation of all voice and data
infrastructure in the Southeast Region.
Responsible for vendor installation services management.
* Managed voice and data hardware, software and infrastructure at 72 retail
locations.
* Provided 2nd and 3rd level break/fix support for all PC and network
hardware.
* Responsible for the enforcement of all IT Department policies and
standards.
* Supported Windows NT/2000 and UNIX networks.
* Managed vendor contacts and activities in support of voice and data
systems and networks.
* Managed installation of PC hardware, voice systems, and network equipment
and circuits at all new store sites in 2001.
* Planned and executed a Windows 2000 rollout and hardware technology
upgrade to 72 field locations in 6 states, involving 180 desktop devices.
* Hands on Windows 2000 installation and support experience.
Customer Service Manager
1999 - 2001
DecisionOne
Ft. Lauderdale, FL
On site technical service delivery manager for a nationwide, multi vendor,
computer support company. Served as
Project Manager for 2 large customer hardware/operating system upgrade
projects.
* Managed desktop and network support operations for 2 very large remote
customer accounts, supporting more than 4000 devices.
* Supervised 36 technical support engineers. Responsible for recruiting,
hiring, training, disciplinary actions, and performance reviews.
* Interfaced with customer management to review daily support performance
reports.
* Acted as single point of contact for all customer service or technical
issues.
* Coordinated out of scope requests and appropriate billing.
* Managed hardware and software break/fix support and preventive
maintenance for NT, Novell, UNIX and Sun Systems.
* Teamed with Field Sales Department to interface with customer senior
management to generate new sales.
* Managed P/L budget.
* Managed Windows 2000 upgrade project involving more than 800 sites and
4000 PC's. Project grossed over $650,000.00.
* Managed Compaq Server memory upgrade project involving 650 servers in 4
states.
Senior LAN/WAN Support Manager
1989-1999
American Airlines/Sabre, Inc.
Miami, FL
* Three time winner of the American Airlines/Sabre SurpAAss Award for
excellence in Customer Service and Technical Ability.
* Managed support of LAN infrastructure, 32 servers, 2500 PCs, data and
voice networks for American Airlines. Supervised six Field Engineers.
* Saved more than $5000 per month by eliminating sub-contract project work,
and shifting that responsibility to internal sources.
* Hands on management of 3270 emulation, X.25, TCP/IP, ALC, IPX, Netbios,
SAP, Windows 3.1, Windows 95/98 as well as Token Ring and Ethernet.
* Earned Novell CNE certification in 1991. Re-certified as Novell CNE 4 in
1997. Administered Novell 2.15 and 3.12 LAN's in a large multi server
environment that supported over 2500 devices.
* Knowledgeable in Panduit Structured Cable Systems. Skilled in CAT 1, CAT
3 and CAT 5 cable as well as fiber optic cable installation and
termination.
* Managed a large (3000 line) ESSX telephone system. Experienced in voice
system moves, adds and changes, including telephone cable distribution
systems.
* Developed Voice Systems Ordering System that provided an electronic paper
trail that included upper management electronic approvals for any I/MAC
activity. Experienced in Scientific Atlanta CATV systems troubleshooting
and support.
* Planned and executed multiple, simultaneous large projects involving the
relocation and installation of 450 desktop devices.
* Supervised design and installation of expanded data communications room
containing UPS equipment, multiple servers, gateways, routers, hubs, fiber
distribution and environmental controls.
* Managed the installation of 89 electronic gate readers at Miami Airport
which included all back room support equipment, network connectivity and
A/C power infrastructure.
* Maintained user device inventory that consisted of more than 3000
devices.
* Experienced Project Manager.
* Total Quality Management Training
* Created and managed annual departmental budget. Cost justified capital
expenditures for new vehicles and test equipment.
Professional Training: Novell Certified Netware Engineer 4.
Supporting Windows 95/98
Scientific Atlanta CATV Service and Support
Project Manager Training by Project Management Institute
Total Quality Management Training
AMR Corporation Management and Delegation training.
Skilled in Microsoft Word, Excel, Access and MS Project.
ITIL V 2.0
Other Skills: People management skills, team building skills.
Management skills, budget, Profit and loss responsibility.
Customer service skills.
Managing customer expectations.
Microsoft Office Project, Win 95/98, and Windows NT/2000
Novell CNE, Lan Design, TCP/IP, NetEUI, Token Ring, Ethernet, Fiber Cable
installation, Category 1, Category 3, and Category 5 cable layout, design
and installation.
Serial Printers
Computer room design.
Hardware infrastructure installation.
Business trunked radio systems support.
Hubs, Cisco Routers, Compaq workstations, Dell Workstations.
Scientific Atlanta CATV Front end, hard-line, co-ax cable installation and
support. Datawave skills.
Call center management, ACD installation, configuration, and support.
PBX installation, configuration, and support.
Voice Installations, moves, adds and changes.
Vendor selection, and management.
Paging systems
CCTV installation and support.
Contact this candidate