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Customer Service Manager

Virginia Beach, VA
December 23, 2018

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Dear Sir/Madam,

While at Presidio we held the Avaya Partner in Excellence Designation for 8 years. We supported all phases of Professional Services and Managed Services. This included installations, upgrades, maintenance, voice and data cabling projects, hardware and software sales. We maintained a very high SLA deliverable and exceeded all expectaions.

I managed all phases of the contract from pre-sales to award and then through contract completion. As the Director of Operations at Presidio I was the single point of contact for our customer upper management and for incident resolution. I drove combined revenues to 30% and cut costs by 35%.

I have a proven track record of building strong cohesive teams that deliver positive results and provide the customer a Best of Class service model. I work together with the team to drive revenue and cut cost while ensuring the projects get completed on time and under budget.

I have an extensive background managing vendors and subcontractors as well as several parts warehouses to ensure the best of class support model for the customer.

I am available for an interview at anytime and my start date can be immediately.


Kelly F. Mandock

Kelly F. Mandock

Virginia Beach, VA 23464


Professional Objective: A position where my leadership skills will be able to increase the company revenue and build a strong productive team to provide Best of Class Service customer support.

Skills: *Team Building *Leadership *Revenue Driven

*Professional Services *Managed Services *Project Management

*Customer Service *Vendor Management *Contractor Management

Executive Summary:

Over 38 years experience in the voice telecommunications industry, including 22 years of upper-level management experience. Managed and supported a wide array of products from Avaya, Extreme, Nortel, Seimens, Rolm and various key systems. Served as the Director of Avaya Field Operations at Presidio Networked Solutions for 15 years. Drove overall revenues to 30%. Managed an ILEC in Upstate NY covering 9 cities and a CLEC in Hampton Roads VA for Alltel for 5 years. Provided second level engineering support across the country for Frontier Networked Systems. Served as Lead onsite technician for Chase Manhattan Bank for 5 years while at Frontier Networked Systems. Served as the Chief Telecommunications Technician at Emory University for 5 years. Served in the United States Air Force for 8 years. Managed and coordinated all sizes of Professional Services projects. Managed all levels of Managed Services. Managed the Manufacturer Business Partner relationships, Vendor relationships and 3rd party Contractor relationships. Proven track record of building strong cohesive teams that provide solid results. Solid and consistent background with increasing customer revenue, lowering company costs and maintaining a strong maintenance customer base retention percentage.

Employment History:

Director Avaya Field Operations

Presidio Networked Solutions

August 2003 to August 2018

Managed the Avaya and Extreme National and International practice for Presidio Networked Solutions. Grew the department from 10 engineers to 27 engineers, added 1 Operations Manager position, 1 Project Manager position and 3 Team Lead positions. Drove and increased Professional Services, Managed Services and product sales combined revenues to 30% or higher annually, Reduced overall costs by 35%. Responsible for day to day management of up to 27 engineers of various skill levels covering both voice and data. Managed all aspects of a $5 to $10 million plus Avaya and Extreme customer base. Managed the Professional Services and Managed Services groups to include Installations, Upgrades, Maintenance and Cabling Projects. Managed the pre-sales engineers through all phases of the quoting process to contract award. Worked directly with the account managers with Requests for Proposal (RFP's), customer presentations, quotes and maintenance contracts. Managed several spare parts warehouses at various locations to support our maintenance customer base. Managed MACD and repair tickets with the FCRC support centers. Managed the Alarm Traq system monitoring for all of the Avaya voice and data systems. Served as the hiring manager, approved time sheets and expenses and worked directly with Human Resources on all aspects of employee interactions. Managed the manufacturer Business Partner relationships. Managed the distributors and contractors relationships. Achieved the Avaya "Partner in Excellence" designation for 8 years and won the Nortel Partner of the Year award for Excellent Customer Service.

Area General Manager


January 1999 to August 2003

Grew revenues by over 20% and improved overall rankings in the company from 17th place to 2nd place. Lowered overall costs by 20%. Responsible for the day to day management of up to 54 union technicians of various skill levels covering 9 cities based in Fulton NY. Managed all aspects of a $20 million dollar customer base. Managed the Professional Services (Installations, Upgrades, Maintenance, Cabling Projects, MACD) and Local Carrier Services Groups. Managed the pre-sales engineers through all phases of the quoting process to contract award. Worked directly with the account managers with Requests for Proposal (RFP's), quotes and DSL contracts. Managed spare parts warehouse to support our maintenance customer base. Managed all MACD and repair tickets with the ALLTEL support centers. Served as the hiring manager for the Fulton NY area ILEC, approved time sheets and expenses. Maintained business community relationships. Managed the contractors relationships. Managed maintenance of over 55 company fleet vehicles. Managed Union contracts and interactions. Supervised the CLEC in Virginia Beach VA. Managed Nortel PBX & Voice Mail systems, Professional Services, Maintenance Contracts and Cabling Projects. Managed Carrier and POTS line services for business and residential customer base.

Senior Telecommunications Technician

Frontier Networked Systems

January 1994 to January 1999

Responsible for the Installation, upgrades and maintenance of Nortel, Rolm and Seimens PBX and Voice Mail systems at customer locations ranging from 5 - 10,000 ports. Performed MACD and trouble ticket resolution in the field. Provided 2nd level technically support to the field technicians from the TAC center in Rochester NY. Worked as lead technician onsite for Chase Manhattan Bank maintaining 7 locations in upstate NY. Installed and maintained T-1, DSL, Channel Banks and POTS to business customer locations.

Chief Communications Technician

Emory University

January 1988 to June 1993

Responsible for the day to day supervision of 4 technicians of various skill levels. Installed and maintained key systems and centrex voice lines. Installed and maintained T-1 Channel Banks. Supervised voice and data cabling projects of various sizes from construction phase through completion. Marked underground cable prior to digging or trenching. Maintained spare parts warehouse. Maintained black cable plant including man holes. Maintained gray cable plant from the jack through the IDF to the protection at the MDF.

Installation and Repair Technician

United States Air Force

January 1980 to November 1987

Served as a Crew Chief as the lead in projects. Installed and maintained 1A2 key systems. Installed POTS lines. Installed and maintained gray cabling. Installed and maintained drop wire and field wire for telephone connectivity. Trained Jr technicians in all aspects of thier job. Certified CPR instructor. Honorably discharged.


Total Quality Management

Project Management

Management diversity in the workplace

Various Avaya, Nortel and Seimens PBX and Voice Mail Installation and Maintenance

Awards and Achievements

Maintained the Avaya "Partner in Excellence" designation for 8 years in a row at Presidio.

Won the Nortel Partner of the year for Excellent Customer Service at Presidio.

Manager of the Quarter at Presidio.

Technician of the Month 3 times at Frontier Networked Systems.

Sales associate of the Quarter 2 times at Alltel.

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