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Work Force Manager

Los Angeles, California, United States
August 14, 2018

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Derry F. Thompson

**** ******** ***, *** *******, CA 90043

Cellular 323-***-**** Email



Service and Repair Technician a professional with 20 years of Cellular Phone Repair and Information Technology experience. Combined with an 8 year history as a Computer Hardware and software troubleshooter. Dynamic organizational and communication skills with the ability to work independently multitask. Trusted advisor and liaison.


Work Force Manager – FreedomPop, Los Angeles, Ca-2015-2017

1Managed all off-shore call centers. Customer Care and Technical support agents

2Prepared and maintained schedules for all employees

3Setup and Trained all new agents

4Monitored all calls and corrected agent’s mistakes and set sidebar training with their superiors

5Conducted weekly and monthly meetings

6Maintained weekly, monthly, and quarterly numbers

7Prepared billing for the Support department monthly

8Diagnosed and made all decisions on cell phones replacement

9Troubleshooted, diagnosed and repaired all FreedomPop devices.

10Performed over the phone Technical assistances to all customers

11Diagnosed and replaced all defective batteries

Technical Supervisor- Flextronics, Torrance, Ca-2009 to 2014

1Provide a high level of technical customer service support at a Device Support Center

2Troubleshoot, update and repair Laptops software and Aircards.

3Instruct customers on proper use of cell phones and equipment.

4Accurately document customer interactions in multiple platforms.

5Perform opening and closing duties within the Device Support Center.

6Provide direction, training and support to newly hired technicians.

7Maintained inventory, received and transferred shipment and performed weekly and monthly inventory counts

8Repaired all At&t cell phones: Motorola, Samsung, LG, HTC, ETC.

9Repaired LCD screens and soldered motherboards and repaired charging ports on all devices.

10Diagnostics/Troubleshooting/ Maintenance

11Repaired LCD screens for Tablets and Troubleshooted software issues.

Service and Repair Technician - Sprint/Nextel. Torrance, Ca - 2000 to 2009

1Proficient in Cellular Phones. Perform monthly and weekly inventory count

2Service and Repair Sprint/Nextel Cellular Phones, but not limited too; SANYO, Samsung, Motorola, Nextel, LG, Toshiba, Blackberry, Palm, UT Star Com.

3Evaluated new technologies, equipment, vendors and product marketability

4 Perform routine inspection, testing, service bench and repair of smart phones, and other

mobile devices.

5 Tested signal strength and batteries on all devices and made decisions on replacing defective batteries

Business Office Associate - Staples Office Store. Los Angeles, Ca. - 1999 to 2000

1Dealt tactfully and effectively with difficult customers.

2Demonstrated effective and consistent technical support.

3Proficient in Microsoft Word, Excel. Evaluated new technologies, equipment, vendors and product



Eastern Oregon State University - LaGrange, Oregon. 1987-1991


Maximizing Productivity and Profits• Leadership/Supervision • Problem Solving • Quality and Productivity Improvement •Office Protocol/Practice Compliance

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