Manager Customer Service

GEORGE V. GLOVER

**** ******* ***. 619-***-****

El Cajon, CA 92020 *******@***.***

Extensive experience in technical support and IT management including: customer service, escalation management, serviceability engineering, systems engineering, systems test, and asset management. Creative, well-organized manager with a record as an effective and accomplished leader. Experienced in building and managing multiple teams during multiple projects. Strong communication and leadership skills. Key skill areas include:

Customer Service Focused

Service Process Improvement

Customer Support Management/Leadership

Trouble Shooting

Six Sigma Trained

Systems Testing

Interpersonal Communications

Training/Mentoring of staff

Innovative Thinking and Problem Solving

Escalation Management

Project Management

Budget Management

PROFESSIONAL EXPERIENCE

ORACLE, San Diego, CA 2005-2017

Senior IT Manager

Responsible for day-to-day operations of Engineering labs

Managed Solaris, Windows, and OEL servers

Standardized networks to Oracle standards after Sun acquisition

Managed direct reports, locally and remotely

Performed monthly and annual performance reviews

Consolidated lab systems and lab spaces where appropriate

Planned for and managed lab systems/infrastructure upgrades

Budget management

CARDINAL HEALTH SYSTEMS, San Diego, CA 2003–2005

Call Center Supervisor

Responsible for the day-to-day operations of call center team

Monitor incoming tickets and prioritize as necessary

Balance workload of team when necessary

SUN MICROSYSTEMS, San Diego, CA 1996-2003

Regional Technical Support Manager

Responsible for the day-to-day technical support of the regional customer base.

Built and managed the regional support team for the Southwest Region.

Managed customer escalations to closure.

MANPOWER TEMPS (AT&T GIS), San Diego, CA 1995–1996

Support Sentinel System Administrator

Responsible for support of the Support Sentinel product.

UNITED STATES COAST GUARD 1974-1980

Yeoman Second Class (E-5)

Vietnam Era Veteran

CUSTOMER SUPPORT MANAGEMENT/LEADERSHIP

Built and managed new Regional Technical Support Group from scratch that was designed to resolve problems in the local district offices of a four state region. Interviewed and hired personnel with different system expertise. Coordinated the efforts of local district service managers to create policy for engagement, escalation, data collection, and problem resolution within the group. Led effort to provide training to local district engineers empowering them to resolve customer problems on a “first call” basis. Performed annual personnel and salary reviews as well as budget planning and implementation. Result: Higher levels of customer satisfaction were achieved. Customer problems were resolved at the local level at a very high percentage. Support staff expertise was increased. When escalations did occur that required a higher level of assistance, they were found to be mostly detailed engineering problems due to a higher level of diligence during the data collection phase of the problem solving cycle. Chosen as Sun Technical Achievement Recognition Summit award recipient for my efforts.

Managed a team of Senior System Administrators as a Senior IT Manager. Team personnel were located in California, China, India, and Massachusetts. Equipment supported was installed in California, China, Colorado, Czech Republic, India, Ireland, Massachusetts, Texas, and the United Kingdom. Effectively providing remote support around the globe presented many obstacles and challenges. These included, but were not limited to, off hours support, different languages, different cultures and different business practices. This also presented scheduling issues that had to be overcome to be sure that outages were coordinated to the satisfaction of keeping availability at a high level for the customer base. Customers were internal engineering groups, such as hardware engineering, software engineering, systems integration, and release engineering. Used an internal ticketing system to service customer requests, keep history, and provide metrics to senior management. Managed the budget for the organization. This sometimes presented issues because of the way that fees and charges were presented in the local currencies across the globe. My team provided excellent service to our customer base, and as a result, we became a model organization that others would turn to when they were confronted with similar obstacles that we had already overcome.

SERVICE PROCESS IMPROVEMENT

Participated in the design, test, and implementation, of a six-sigma process to increase the availability (uptime) of customer systems. Representing the Service area, successfully teaming with representatives from Sales, Marketing, Engineering, and Operations. Each member was responsible for insuring that particular requirements were met in the process. Result: Processes were written, tested, and implemented on schedule. Data collected from metrics developed showed increased system availability. This in turn led to increased customer satisfaction as well as increased customer loyalty. Received a $5,000 bonus for my accomplishments.

Speak and write Spanish as a second language.

References:

Richard Pecoraro, Senior IT Manager, Oracle America, 408-***-****, my manager

Les Leong, Senior IT Manager, Oracle America, 408-***-****, peer manager

Doug Robinson, Senior IT Manager, Oracle America, 408-***-****, peer manager

Bob Welsh, System Administrator, Oracle America, 858-***-****, direct report

Chris Mckee, System Administrator, Oracle America, 505-***-****, direct report

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