Project Manager Service
Resume:
Kenneth M. Molley
Garfield Heights, OH 44125
216-***-**** (cell)
********@*****.***
CAREER SUMMARY Experienced Service/Support and Operations Management
professional. Held various levels of middle and upper management positions
in the high technology and service/support electronics field. Working
knowledge of information technologies, test and measurement field and
clinical/medical electronics. High level of customer satisfaction,
ISO9000, Six Sigma & quality improvement experience.
SERVICE/SUPPORT AND OPERATIONS MANAGEMENT
Management of multiple field locations
. Six Sigma Green Belt Certification
. Policies & Procedures Creation/Implementation
. ISO9000 & Quality Circles
. P&L responsibility
. Capital Equipment Requisition & Acquisition
. High level of customer interaction
. Management of vendor relations
WORK EXPERIENCE
SVP Worldwide, Cleveland, Ohio Sep 2007 to Present
A retail and wholesale distributor of medium to high end consumer sewing
machines and a subsidiary of SVP Worldwide, the global leader of sewing
machines in over 57 countries. VSM operates 190+ retail locations with 1200
employees.
Project Manager, Retail Infrastructure
Manage IT support and infrastructure for chain of 190+ retail locations.
. Monitor delivery of support and developmental services to stores
including help desk, software enhancements and infrastructure (telecom,
WAN)
. Develop/maintain vendor relationships, negotiate contracts and review
service levels (SLAs) with numerous vendors providing these services to
the retail locations and corporate office; savings of $150,000 in year
one
. Coordinate all activities for the opening and closing of retail stores
locations according to set timelines
. Implemented Wide Area Network for the stores
. Implement new POS software/hardware rollout
. Implement new store PC project
Silicon Turnkey Express, Highland Hts., Ohio Sep 2005 to Sep 2007
Operations Manager
An ODM/CDM (contract design/original design manufacturer) affiliate of RPC
Electronics.
. Reviewed and validated existing procedures and created new operating
procedures for all functional areas of responsibility (purchasing,
scheduling, receiving/shipping, manufacturing, product testing, service
and QA).
. Qualified and negotiated cost structures with outside vendors.
. Created new and documented current policies and procedures and developed
them into the company's Operations and Quality Manuals where needed.
Wincor-Nixdorf, Austin, TX Sep 2004 to Sep 2005
Service Account Manager (Contract Position Based at OfficeMax account in
Shaker Hts., OH)
A global leader in the manufacture of POS hardware and ATM machines. They
are a solutions provider to customers for break/fix, helpdesk and
integration services.
Assigned to the OfficeMax project for Point of Sale (POS) Help Desk
(avg. 9,000 calls/month), repair maintenance (avg. 1,000/month) and
store rollout services.
Provided the single point of contact between OfficeMax's needs and the
service levels provided by Wincor-Nixdorf.
Reported weekly and monthly service performance to OfficeMax staff.
Monitored reported problems for commonality and provided early alert
notification of potential issues or current trends.
Held Quarterly Business Reviews with OfficeMax senior management team to
report on our performance.
TREK Diagnostic Systems, Inc., Brooklyn Hts., Ohio Sep 2002 to Jul 2004
Global Services Manager
A microbiology company that manufactures medical diagnostic equipment for
the clinical, hospital and research fields.
Provided direction and guidance to the US field service organization
Responsible for successful installation and maintenance of all Trek
equipment
Established Depot Repair Center for quicker turn-around of customer
equipment
Created new processes and techniques to improve service offerings and
response
Reduced open service calls by 50% after the first year
Modified existing and created new ISO procedures as needed
Established operating and capital equipment budgets
Member of Quality Council and New Product Design/Review teams
ATV The Systems Implementer, Cleveland, Ohio Sep 1999 to May 2002
Director, Implementation Services
An integration, installation and training services company for customers
requiring POS and network system solutions.
Responsible for the successful installation of all customer networks and
POS systems using both direct employees and outside contractors
Handled scheduling of all field engineers for all assigned projects
Worked with project managers as focal point for all outside resources on
various project. When necessary also assumed duties of project manager
Created new processes and techniques to improve service offerings and
response
Evaluated vendor performance and negotiated contracts for data cabling,
electrical wiring and installation services
Developed RFPs and Statement of Work for vendors, created installation
documents for field installers
Provided cost and time estimates for sales quotes of our services
Member of Quality and Training Council
Gould Instrument Systems, Inc., Valley View, Ohio Sep 1972 to Sep 1999
Director, Worldwide Service & Support (and various other positions attained
through promotion)
A manufacturer of electronic test and measurement instrumentation for
aerospace, automotive, industrial and clinical/medical applications.
Directed operational policies and procedures used by all direct Gould
service locations worldwide
Implemented training criteria and testing evaluations for service
personnel
Created equipment Trade-In program for older products through the
service organization
Maintained warranty repair turn-around time at 5 working days
Developed accounting procedures to measure profitability of service
contracts
Directly responsibility for P & L of US service organization
Directed Final Assembly & Test department of manufacturing floor in Aug
1995
Member of Quality and Training Council
EDUCATION
BSBA Major - Business Management, David J Myers College (not completed;
junior status)
ASEE, Major - Electrical Engineering, ETI Technical College
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