Field Service Manager
Resume:
P.O. Box ****
North Dighton MA 02764
Cell: 508-***-****
Home: 508-***-****
*********@*****.***
https://www.linkedin.com/in/robmadigansdm/
Rob Madigan
Professional experience
Summary
Twenty plus years’ experience in IT field service business. Specializing in customer support resource, vendor management, trend analysis, project coordination and oversight, cost control and conflict resolution. Interested in Operations Manager and Service Delivery Managers opportunities.
POMEROY IT Solutions August 2015 to June 2017
Operations Manager
Managed the day to day operations of 67 Deskside technicians, Field technicians and vendors supporting over 950 Citizens banks and back office facilities.
Managed various vendor groups, Deskside and Field technicians to SLAs.
Prepared and presented status reports to the customer on a daily, weekly and monthly basis.
Lead the successful and seamless transition of all deskside and field services from Fujitsu to Pomeroy during contract migration.
Consistently met or exceed gross profit goals
Held weekly department meeting with managers and leads to provide information, take feedback and provide updated training.
Updated and maintained all internal and vendor personal security, onboarding, offboarding and client required training.
Held bi-weekly meeting with parts vendor to discuss backorder issues and work-a-rounds to resolve ongoing issues.
Oversaw critical client escalations and coordinated resources to ensure resolution with all internal and external parties.
Approved and supported multiple Citizens Bank projects per month by providing deskside and field resources.
Supervised Project Managers to ensure that all projects were completed on time and within budget.
Certified in ITIL foundations
FUJITSU AMERICA INCORPORATE September 2004 to August 2015
Service Delivery Manager
Established, cultivated and maintained crucial relationships with customer C-level executives in order to produce long term mutually beneficial partnerships.
Facilitated weekly, monthly and quarterly business reviews to deliver performance metric and chart strategic opportunities to strengthen partnerships.
Accountable for Assets, Change, Configuration, Incident, Problem and Release Management frameworks for efficient and effective services.
Oversaw the management of IT projects from cradle to grave to assigned accounts.
Resolved critical time-sensitive customer issues by facilitating resolutions with all internal and external parties.
Identified and implemented continual service improvement prospects to increase service levels and customer satisfaction while reducing costs.
Recognized developed, negotiated and implemented creative solutions that fostered incremental services and increased revenue opportunities.
Maintained accurate revenue forecasts.
Pursued and resolved outstanding accounts receivable.
Discovered a large vendor billing error and was quickly able to get reimbursement, saving significant cost to Fujitsu.
Worked with vendors to be get critical parts set-up and in place prior to the customer’s peak business periods. Examined all possible options to resolve shortfalls and reported any remaining issue to the customer in a timely manner.
Led and oversaw numerous customer projects, following up on post install issues and reported weekly on failure rates for up to a year.
FUJITSU TRANSACTION SOLUTIONS, September 2003 to September 2004
Northeast Resource Manager
Interviewed and tested all Northeast Field Service Technicians and made recommendations for employment.
Reviewed utilization reports with Field Managers and made recommendations for best use of resources to meet productivity goals for each area.
Coordinated movement of resources with Field Managers to meet project and new customer requirements.
Heavily involved in the hiring and termination of technicians brought on for Albertson ‘s contract.
Managed Staple Command Center during PC rollout (three-month project).
SYSTECH RETAIL SYSTEMS INC. Dighton, MA April 1997 to September 2003
New England Field Supervisor
Created, developed and managed service areas in the New England and New York state.
Managed local and national accounts (Roche Brothers, Supervalu, Victory Markets, Christmas Tree Shops and Coach Leather)
Resolved all field service issues in the Northeast area.
Met with customers to review and resolve any service issues including invoicing and performance.
Coordinated, Installed and de-installed network workstations for local customers. Tested CAT 5 cable, troubleshot, repaired or replaced all defective equipment.
Supervised 22 technicians. On call 7x24
SYSTECH RETAIL SYSTEMS INC Gulf Breeze, FL August 1994 to November 1997
Field Technician
Field Service Engineer servicing Delchamps stores POS equipment (Data-checker).
Responsibilities included troubleshooting and repair of all Data checker equipment including Data checker 1700 and 1800 series processors, LSI, ORION, SPF and NCR 7870 Scanners, ICL Alpha III and Alpha IV printers, NCR 300 and 4000 series scales.
Upgrading software and hardware upon customer’s request.
Seventeen stores from Perdido key to Panama City.
ANALYSIS AND COMPUTER SYSTEMS INC. Burlington, MA April 1986 to October 1992
Field Service Engineer
Field Service Engineer for a military contractor.
Responsibilities included six years’ experience in troubleshooting and repair of main frame computers utilizing standard test equipment, identification and verification of problems through diagnostics or test programs and repairing failed units or processing them for return to depot or Manufacturer.
Maintenance and operation of Enhanced JTIDS System exerciser (simulator) computers and test equipment.
Installation and breakdown of computers systems.
UNITED STATES NAVY SUBMARINE SERVICE 1979 to 1986
Separated as Second Class Petty Officer: Honorably Discharged.
Duties included repair and operation of submarine communication equipment. Served as Repair parts Petty Officer, 3M Coordinator, Calibration Petty Officer, Secret Material Officer, Naval Warfare Publication Petty Officer and Training Petty Officer.
Education
Associate of Arts Major: Computer Technology 1993 to 1995 Okaloosa-Walton Community College, Niceville, FL
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