Customer Service Quality Control
Resume:
Title:Team Manager
********@******.***
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NAME: NICHOLASH BOXWELL
ADDRESS:
CITY: Minot
STATE/PROVINCE: ND
ZIP/POSTAL CODE: 58703
COUNTRY: USA
EMAIL: ********@******.***
PHONE: 701-***-****
CANDIDATE ID: N/A
CITIZENSHIP: US
Citizen
EDUCATION: Not Entered
EXPERIENCE: Not Entered
WILL RELOCATE: Not Entered
RELOCATION INFO: Not Entered
JOB WANTED: Not Entered
HOMEPAGE:
HOTSKILLS:
ESUME
NICHOLASH. BOXWELL
2105 5th St NW Apt 24
Minot, ND 58703
********@******.***
WorkExperience
1998
-1999Team Manager, Sykes Enterprises Inc
Minot, ND
Brought twenty years of innovation, teamwork quality and dedication
to lead a
team of 25 Customer Service help-desk technicians providing superior
hardware,
network and software support for Gateway Computers.
Provided all aspects of leadership and supervision for the team
including
scheduling, evaluating performance, tracking statistics,providing
recommendations for promotions, payroll, mentoring, quality control
and
disciplinary actions.
Identified as the highest quality team - chosen for a special 'Open
Case'
project which boosted metrics for entire center.
Continually improved team metrics to exceed profitability goals not
only for
the site, but for Gateway as a whole.
Personal technical expertise ensured only prompt, accurate
resolutions were
being made - 'One call, one fix.'
1996
-1998Technical Team Lead, Sykes Enterprises IncMinot,
ND
Performed as Technical Team Lead fortwo computer support accounts -
Disney
Software and Gateway Systems.
Provided training and leadership during the start-up phase of Sykes,
ensuring
the site was ready to provide client support on time.
Duties included mentoring, resolving disputes with clients,
training, quality
assurance, providing advanced troubleshooting skills for the team's
technicians
and advanced customer service issues.This team was rated number one in
all
quality evaluations.
PC expertise recognized - chosen as technician for the 'Help Desk',
facilitating quality,center wide technical issue resolution.
1996
-1999Communicationsand Computer Planning and Implementation
Manager, USAFMinot AFB, ND
Planned, organized, controlled and directed eighteen major
communications and
computer systems installation projects.
Oversaw the installation offiber optic infrastructure cable
throughout
Minot AFB. Innovative problem resolution and technical expertise
ensured the
$3.2 million project was completed three months ahead of schedule and
20% under
budget.
Identified problems withthe engineering proposal for the Weather
Radar
installation and modified it to meet site specifications.
Lead the team which performed a complete survey of all
communications and
computer systems to use as a base-line architecture that will ensure
all future
planned systems will integrate properly,saving untold dollars and man
hours.
1994
-1996Installation Network Control Center Supervisor, USAF
Minot AFB, ND
Responsible for the daily operations of the Minot AFB Wide Area
Network as
well as the base e-mail systems and web servers.
Supervised the installation ofNovell and Windows NT based Servers,
Routers
and Fiber Optic end equipment to interconnect twelve existing local
area
networks to lead the Air Force into the network age eighteen months
ahead of
schedule.
Installed local area networks in 8 facilities using 34,000 feetof
Cat 5
cable,dozens of hubs and configuring hundreds of PC's.
1991
-1993Manager of Small Computer Support, USAF
Minot AFB, ND
Responsible for ordering all systems, computer hardware and software
for
Minot AFB from numerous vendors and through pre-competed contracts-
over $1.4
million annually, with no errors. Program sited as one of the best in
the Air
Force.
Provided accurate technical solutions for customer's generic
computer
requirements to ensure complete systems compatibility.
Managed a help-desk team that provided training and critical support
to
customers as theymovedfrommain-frame to PC's.
1989
-1991Meteorological and Navigational Aids EquipmentSupervisor, USAFGrand Forks AFB, ND
Managed a twelve person work center responsible for the scheduled
and
unscheduled maintenance of $2.2 million ofNavigational Aids and
Weather
observing equipment; and $400,000 in test equipment to the highest
Federal
Aviation Administration (FAA) and Air Force Standards.This center
passed
every Flight Inspection and Quality Control Inspection.
Developed and executed an annual $300,000 budget for parts, supplies
and
training, saving $100,000 from each previous year
Created a team of skilled professionals from three different offices
that
earned praise of senior management and customers alike.
Designed quality control procedures that reduced equipment outages
by 85%,
significantly improvingflight operations safety.
1984
-1989Air Traffic Control and Landing SystemsManager, USAFSembach AB Germany
Managed all Air Force Air Traffic Control systems and Weather
Equipment at
ten sites in the central region of Europe.
Ensured support, parts, personnel and training was available to keep
these
critical systems operating at peak efficiency and available for safe
movement
and control of aircraft within 400,000 square miles of airspace.
Identified and corrected long standing power problems that resulted
in a
decrease in down-time by 65% for most installations.
1980
-1984Navigational Aides Equipment Technician, USAF
Incirlik AB Turkey, Tucson AZ
Responsible for the continuous operation of computer-monitored, VHF
and UHF
radio transmitters, receivers and specialized phased-array or rotating
antennas
- providing navigational signals to en-route and local aircraft.
Provided scheduled maintenance, troubleshooting and repairs to the
component
level, adjustment and tuning of RF, analog and digital circuits.
Lauded by
Higher Head Quarters Inspectors as maintaining the best facilities in
the
command.
Mastered all types of test equipment, simulators, shop mock-ups and
the
analysis of schematics in the minimum time. As the most proficient
technician,
chosen to provide allupgrade and qualification training to other
members of
the work center.
Computer Skills
Fourteen years experience troubleshooting, configuring, assembling
and
repairing computer system hardware, printers, monitors and other
peripherals.
Skilled in the loading, configuration and use of DOS, Windows 3.1,
Win 95 and
98, and Win NT.
Extensive experience in application software - Network Servers, Web
Page
design, word processors, databases, spreadsheets and multi-media
applications.
Education and training
Associate Degree
in Information Systems Technology. 94 credit hours
awarded
towards Bachelor's Degree
in Electronics Systems Technology through
University
of New York, Regent's College
.
Have received over 2400 hours of class room training in electronics
theory
and lab, communications computer systems project management and
general
management from the United States Air Force.
560 hours of Network management, Microsoft software, and Gateway
hardware and
software specific training.
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