Manager Customer Service
Resume:
John OMalley
Email: *********@********.***
Address: ** ********* *****
City: Novato
State: CA
Zip: 94947
Country: USA
Phone: 415-***-****
Skill Level: Management
Salary Range: $65,000
Willing to Relocate
Primary Skills/Experience:
Manager Data analyst Technician Community Association management
Educational Background:
Associate Degree, Electronics
Devry, 09/1977 - 06/1979
Phoenix, AZ
Job History / Details:
John T. O`Malley
77 Birchwood Drive, Novato, California 94947
*********@********.***
http://www.linkedin.com/in/MrJohnOMalley
FIELD SERVICE MANAGER / FIELD SERVICE TECHNICIAN
Management, performance data analysis, logistics, client relations, hiring and training, troubleshooting and problem resolution. Installation, service and repair of ATMs, security surveillance systems/CCTV, alarm systems, access control systems, vaults and locks. Prior experience servicing mainframes, LANs and PCs. Strengths include: analytical skills, team player and team development, client relations, creativity and initiative.
PROFESSIONAL EXPERIENCE
Diebold Inc., Dublin, CA 1995 - 2012
Technical Performance Manager/Business Team Lead (2007 - 2012)
Co-managed 40+ field service technicians in a regional business team encompassing the San Francisco, San Jose and Las Vegas territories. Provided training and tool needs, tracked technician performance metrics, analyzed customer equipment performance, directly interfaced with customers, hired new technicians and applied disciplinary actions. Utilized IBM QMF, Excel, and other database queries.
* Met and exceeded goals set for Fix it the First Time, repeat calls, response times, preventative maintenance, call rates, billed work and gross margin.
* Implemented the rollout of Deposit Automation in the Bay Area in 2007.
* Implemented and worked with customers to achieve ADA compliance for ATM`s in 2012.
* Led Sales and Service teams to turn around customers being courted by the competition including Star One CU, SFFCU, and others. Also, gained MerriWest CU as a new account.
* Took the initiative to successfully identify an issue with Internet Explorer causing conflicts with the Patelco Credit Union Campaign Office software on their ATM network; organized a team, including C-level executives, that led to a temporary world-wide shutdown of any future installs and then a successful fix with the resumption of world-wide shipments.
* Worked with the local dispatch/call center to achieve their long term goals and satisfy immediate customer needs.
* US Marshall`s Service Clearance.
Customer Service Engineer (CSE) III Team Leader (1995 - 2007)
Performed field service installation, maintenance and repair for Diebold and NCR ATMs, security surveillance systems/CCTV, alarm systems, access control systems, vaults and locks for banks, credit unions, retail stores, and casinos. Also, installed, maintained and repaired AutoMed and MedSelect pharmacy automation machines.
Loaded software for ATMs including IBM 0S/2, Windows, APTRA, and Diebold applications. Installed and repaired computer components (motherboard, processor, hard drives, RAM, CD-ROM, and power supply) and peripherals (card readers and printers). Setup software configuration and programmed ATMs with customer information.
* Provided first level contact for management to the CSE`s in the field including team building and direct contact with institutional customers.
* Collected and analyzed performance data, prepared action plans, organized team conference calls, and scheduled projects, training, and vacation.
* Increased customer satisfaction and decreased downtime.
* Provided leadership to the North Team, and then was given the responsibility to do the same for the San Francisco Team.
* Named Associate of the Month, Western Region.
* Achieved Team of the Year, Western Region in 2002 and 2003.
* Achieved Team of the Quarter 3 of 4 quarters in 1999.
Honeywell/Bull/Wang Inc., Phoenix, AZ and San Francisco, CA 1979 - 1995
In Plant and Field Service Engineer 2
Serviced the hardware in the field for large institutional clients, including the processors, input/output modules, core memory, chips, and power supplies for mainframe, mini, personal computer systems, local area networks (LANs), and HP laser printers. Performed soldering, wire wrap, and cabling.
* Military Contractor Clearance.
* Implemented a service call dispatch locally for an 8 month period until a national system was established.
EDUCATION / TRAINING / CERTIFICATION
AS - Electronics
DeVry Institute of Technology, Phoenix, AZ
Diebold in-house training, Canton, OH; Dallas, TX; Dublin, CA
* NCR and Diebold ATM hardware, software (OS2/Windows/Agillis/APTRA), LAN, RS232
* Alarms, security video, vault locks
* AutoMed and MedSelect pharmacy equipment by AmerisourceBergen.
* Formal leadership and management training
Honeywell Bull in-house training Phoenix and Boston
* More than 1800 hours on company mainframes and third party equipment
* HP Certified on various laser printers
A+ PC Certified - #5FEDTT0766
TECHNICAL SKILLS
Windows, OS/2, Microsoft Office (Word, Excel, Access, PowerPoint, Outlook), Visio, QMF
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