Manager Customer Service

Randy Turner

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

Address: ***** *. *********** **.

City: Boise

State: ID

Zip: 83704

Country: USA

Phone: 208-***-****

Skill Level: Management

Salary Range: $96,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Randy Turner

10037 W. Secretariat St., Boise, ID 83704

208-***-**** *****@*.***

HIGHLIGHTS OF QUALIFICATIONS

* BACHELOR of SCIENCE - San Jose State University - Business Administration with concentration in Management

* Significant experience in IT Architecture, Security, and Operations.

* Leadership and Management experience in IT Enterprise Computing Environments.

* Strong capability and focus on Security, Incident, Problem, and Change management processes.

* Internal and External customer facing and Relationship building experience.

* Strong training and mentoring skills in multiple technical support environments.

* Proven ability to network, plan and coordinate events from small to large scale.

* Excellent verbal and written communication skills.

RELEVANT EXPERIENCE

Technical Management

* IT Manager for a large US trade customer, responsible for Virtual and Physical Security, Application Management, Operations Management, and Technology Leadership for Hardware, Application and Operating software utilizing UNIX/Windows/VMS, Oracle and RDB Database, Storage, Tools, and Network platforms.

* Americas Platform manager for HP IT customer support for Operation Platforms including 20,000 servers US Wide.

* Managed data center move of 1100+ servers with no customer service outages.

* Facilitated development and implementation of event correlation and cost reduction projects.

* Established a Tools/Automation Team resulting in completed projects focused on performance trending, planning, and business service automation tools, and technologies that reduced business outages and support costs.

* Methodology introduction and implementation of Event Detection and automated correction processes and ticket based workflow reduction through event correlation reducing redundancy of tickets and increasing overall team efficiency and performance

Relationship Management

* Conduit to the customer on all daily, weekly, and monthly meetings for status on SLA`s, issues, and actions assigned to the Infrastructure support organization. Provided detailed analysis and resolution information as requested and per standard.

* Responsible for developing new Operational Service Level Agreements in support of the 400M, 2 year contract extension.

* Developed Tools roadmap to enable external customer to benefit from suite of integrated monitoring and automation tools resulting in increased efficiency and reduced cost ($2 million annually).

* Implemented provider/customer relationship mapping to insure solid customer relationship at multiple levels

People Leadership

* Recruited, developed, and successfully motivated teams in each of the organizations under my leadership, including various Best Shore organizations.

* Implemented yearly goal and measurement development for reporting managers and employees including relationship to Organizational goals and measurements. Reviews conducted semi-annually.

* Formalized periodic employee/manager 1 on 1 discussion process for improved communication in the goal setting/accomplishment process and daily support prioritization paradigm.

* Established and formalized rules of engagement for verbal and written customer contact

* Developed and internalized within the organization an approach and methodology about what the organization can accomplish and how. Implemented this with open discussion and personal Leadership regarding Mission Statement, Organizational values, Operating principles, and personal conduct guidelines as the guiding principles of how we operate.

SELECTED JOB EXPERIENCE

IT Manager HP Enterprise Services, Boise, ID

1/2008 to 8/2012

Operations Manager HP Technology Services Group, Boise, ID

5/2006 to 1/2008

Storage Manager HP Technology Services Group, Boise, ID

2/1998 to 2/2004

REFERENCES

Brian Berry 208-***-**** Hewlett Packard Boise, ID

John Edom 208-***-**** Hewlett Packard Boise, ID

Jason Clark 208-***-**** Centurylink Boise, ID

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