Project Manager Customer Service

Eric Vaughn

Email: *********@********.***

Address: **** ******* *****

City: Saint Charles

State: MO

Zip: 63301

Country: USA

Phone: 314-***-****

Skill Level: Experienced

Salary Range: $70,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ERIC M. VAUGHN

2525 Leonard Drive

St. Charles, MO 63301 *********@********.*** 314-***-****

Technical Operations Manager

Detail-oriented and versatile technical professional with over eleven years of information technology industry experience gained in fast paced environments. Accustomed to managing large scale projects with sizable teams and technical resources. Proven facilitator with the ability to turn around dramatically underperforming projects. Established reputation for providing deliverables on time and under budget. Strong combination of applications / equipment knowledge with proven leadership and motivational skills.

CERTIFICATIONS CompTIA A+, Network+.

NETWORKING: Cisco, Dlink, Linksys.

E-MAIL CLIENTS: MS Outlook (2003, 2007, 2010)

OPERATING SYSTEMS: Windows (98, 2000, XP, Vista, Win7).

PRODUCTIVITY SOFTWARE: MS Word, MS Excel, MS PowerPoint, MS Visio, MS Project.

PROFESSIONAL EXPERIENCE

Relevant Employment

RMS COMPUTER CORP- St. Louis, MO

TECHNICAL OPERATIONS MANAGER 2007 - PRESENT

- Serve as the point of contact for technical escalations regarding IMACD installations.

- Image and ship new refresh equipment to 13 remote Boeing locations.

- Oversee receiving and imaging of new equipment.

- Full product life cycle processing.

- Manage the processing of end of life equipment, which includes disk wipe, accurate on hand inventory and preparation for donation and/or disposal of equipment.

- Create training documentation for all aspects of current contract that are used enterprise wide.

BLUECURRENT, LLC - St. Louis, MO

LEAD PROJECT MANAGER 2005 - 2007

- Coordinate the deployment and installation of anywhere between 200 and 1,000 computer systems depending upon seasonal demands. Manage a team of up to 90 Installation Technicians and 5 Lead Technicians. Recruit, hire, and train technicians. Coordinate with Dell project managers on a daily basis to manage project issues, resolve customer concerns, and handle onsite escalations. Create and distribute weekly / monthly reports covering all project facets within scope of control. Manage and maintain project assets which consist of 40 company laptops and 125 mobile phones.

- Play a key role in the implementation of an electronic proof of delivery process which allows for real-time billing of completed installations.

- Serve as the first point of contact for technical escalations regarding all installations.

- Create documentation on technical installation processes for Dell, Apple and Lexmark equipment.

- Turned project around from a 16% loss to the most profitable project within the company in less than a year`s time.

TAC WORLDWIDE - St. Louis, MO

DEPLOYMENT TECHNICIAN 2003 - 2005

Delivered and installed new Dell desktop and laptops; performed imaging, data migration, testing, configuring, and re-boxing for shipping. Coordinated with Desktop Support to ensure

deliverables were provided in a timely manner. Responded to support tickets to replace equipment and other peripherals.

CENTURY LABORATORIES - St. Louis, MO

COMPUTER TECHNICIAN 2001-2002

Built custom computers for corporate customers; made service calls to install / upgrade PC's and set up email servers. Generated quotes for upgrades, new PCs and servers. Configured customer computers for dial up and DSL internet access; set up internet file sharing software and configured operating systems / new software.

PHOENIX NETWORKS - St. Louis, MO

LEVEL II SUPPORT ENGINEER 2000 - 2001

- Provided telephone support for the set up of TCP/IP and dialup networking; configured corporate / residential routers, set up and troubleshot end user LANs, and configured e-mail clients. Worked with vendors to resolve trouble tickets for residential and corporate end users. Performed troubleshooting on several versions of DSL.

- Served as a member of Transitional Team; transferred over 150,000 customers to the new network.

- 1st point of contact for residential / corporate sales involving questions and training.

- Served as the Head Line Sharing Technician for ADSL; created training materials and performed ongoing employee training.

CARTRIDGE EXCHANGE PLUS - Creve Coeur, MO

SENIOR PRINTER REPAIR TECHNICIAN 1999

Repaired and supported Hewlett Packard laser printers and various ink jet printer. Installed local and network printers. Produced and distributed promotional fliers.

Other Employment

Sales Associate - Voicestream Wireless / T-Mobile 2002

Customer Service Manager - Office Max 1999 - 2000

- EDUCATION

Network+ Certificate

Tech Skills - 2003 CompTia A+ Certificate

Tech Skills - 2003

St. Charles Community College ~ St. Charles, MO

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