Customer Service Manager

Omar Gonzalez

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

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

City: Dade City

State: FL

Zip: 33523

Country: USA

Phone: 813-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

Technical Performance (Project) Manager Deployment Manager / Coordinator, Customer Service Solutions ATM Technician

Educational Background:

Associate Degree, Electronics

United Electronics, 01/1974 - 01/1976

Tampa, Fl

Job History / Details:

Omar Gonzalez

Dade City, FL 33523

352-***-**** (home)

813-***-**** (mobile)

*********@********.***

Self-motivated, experienced bilingual professional (English and

Spanish) with 36 years of progressive experience including

significant expertise in management of technical professionals at

all levels utilizing a Six Sigma approach to problem solving. As

a Technical Performance Manager, managed up to 80+ resources in

a matrixed resource structure. Held responsibility for the

deployment of equipment and software across multiple clients,

ensuring that the releases were fully deployed and functioning.

Excellent interpersonal and communication skills, strong

problem-solving skills and a strong technical background.

Responsible for internal and external customer satisfaction,

quality driven on-time deliverables, employee coaching and

mentoring as part of a Business Team with an annual operating

budget of $7.5MM and projected annual revenues of $15MM.

PROFESSIONAL EXPERIENCE

Diebold North America, Tampa, FL

1976 - 2012

$2.84 billion global leader in providing integrated self-service

delivery (ATMs) and security systems and services, serving

customers in the financial, government, commercial and retail

markets, 16,000 associates in 90 countries.

Technical Performance (Project) Manager, Customer Service

Solutions Division

2000 - 2012

Managed up to 80+ technical engineers responsible for all aspects

of Customer Service Solutions related to ATM software and

hardware covering a multiple county territory.

* Leader with over 10 years in project management with

responsibility, in a matrix management environment, for up to 80+

technical engineers

* Utilized Six Sigma approach, using DMAIC with the Technical

Service Teams

* Managed product performance and delivery of quality solutions

to internal and external customers

* Implemented and tracked training objectives to increase

knowledge and skill level of workforce

* Responsible for coaching, mentoring and skill assessment of

technical engineers to meet or exceed established performance

goals

* Created, ran and analyzed reports on metrics associated with

projects in area of responsibility

* Implemented and maintained key processes within area of

responsibility

* Daily interface with team members, responsible for assigning

and tracking technical issues of team members for resolution

* Directed interface with Regional Management to provide clear

and concise communication of issues and resolutions

* Interfaced with other Business Teams to share best practices

and matrixed resources

* Daily interface with customers throughout the territory in

support of software / applications, providing 24/7 support, for

major financial / banking institutions and retail customers

* Multiple customer satisfaction recommendations

* Strong PC skills, use of Excel spreadsheets

Deployment Manager / Coordinator, Customer Service Solutions

Division

2000 - 2012

Managed all aspects of production level planning and rollout of

equipment and software deployments

* Responsible for Production level planning and rollout of

equipment and software deployments to multiple clients

o Managed any necessary roll back processes

o Ensured complete communication of deployment results were sent

to appropriate levels

o Managed to closure all tasks related to implementation of

equipment and software deployment

* Hands on manager / coordinator responsible for same level tasks

as those assigned to team members

* Proven ability to debug problems and implement fixes, resulting

in high level of customer satisfaction

* Responsible for planning and tracking tasks for technical team

resources

* Created and provided documentation in support of releases as

needed

* Liaison with clients (internal and external) and technical

teams involved with deployment releases for equipment and

software

* Responsible for ticket resolution involving maintenance and

repairs to client equipment

ATM Technician, Tampa, FL

1986 - 1999

* Specialized in all areas of 24-hour banking machines

* Responsible for loading of new software packages and

configuration

* Completed Performance Driven Preventive Maintenance to ensure

ATM uptime

ESP Service Technician, Tampa, FL

1980 - 1986

* Specialized in all alarm and camera equipment

* Programmed Alarm configurations

* Programmed DVRs and set up Camera angles for maximum coverage

Pneumatic Technician, Fort Lauderdale, FL

1977 - 1980

* Specialized in banking Drive in tubes and equipment

* Performed Preventive Maintenance

* Cleared jams from customer errors

Installation Technician, Tampa, FL

1976 - 1977

* New bank construction

* Responsible for Alarm and Camera equipment installation

* Assisted with Safe Deposit boxes and locks

* Assisted with Vault door installations

* Assisted with Drive in equipment installations

SOFTWARE / TOOLS

* Microsoft Office Suite

* Six Sigma Project Lifecycle Methodology

* Succession planning workbook

RECOGNITION

* Received Outstanding Employee Performance awards for 13 years

(1992 - 2000, 2007 - 2010)

EDUCATION

United Electronics Institute, 1974 - 1976

Tampa Bay Vocational Tech High School, 1974

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