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Customer Service Manager

Sacramento, CA
December 28, 2018

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Detail Oriented Leader experienced in leading teams to successes by demonstrating self-motivation, high energy, attention to detail, while focusing on operations.

Innovative Multitasker

adept in achieving operational objectives by contributing ideas and recommendations to help improve upon operations, while continuing to keep up with rigorous expectations daily.

Articulate Manager

skilled in maintaining and expanding customer base, supervising staff, recruitment, and forecasting requirements

to meet regional objectives.


Computer Training Academy

Diploma: LAN Technician

Certificate: CNE Prep

Sawyer Business College

Diploma: Certified Computer Technician


Installation Technician


January 2017 – Present

CCTV Installation and programming of burglar alarm, fire alarm, CCTV and access control systems.

Provide service and support enabling system inspections, maintenance and troubleshooting.

Respond to service requests, diagnose and troubleshoot system faults; adjust, repair or replace components as required.

Respond to emergency situations during and after hours to resolve immediate safety concerns

Prepare accurate service records/invoices for all work performed, parts & materials used and explain the cause of failure and the solution with the system.

Maintain excellent customer service with service issues and provide proper system use and feature explanations as needed.

Warehouse Manager


December 2014 – December 2016

Manage Warehouse and Inventory functions. .

Review and verify bills of lading.

Administer document control process.

Train staff in warehousing, inventory and logistics procedures

Implementation Specialist

T & Z Solutions

October 2012 – December 2014

Design and installation of complete home, small office and business surveillance and presentation systems

Custom PC builds

Touch screen control systems

Complete customer education




BSIS Alarm Company Employee (ACE) License 8/18 - 8/20

Extensive Technical Skills

Project Management

Relationship Building Process Improvement Performance Management Planning/Negotiations

Problem Analysis/ Resolution Intercommunications Profitability Management Staff Management

Building Operational Excellence

Customer Service

Problem Resolution


Technical Support Specialist

Pearson School Systems

June 2010 – September 2012

Provide outstanding technical support for a large scale school information system as a Technical Support Specialist.

Understand, operate, and troubleshoot the application, and assist customers with day to day operation and overcoming bugs and known issues.

Software and hardware troubleshooting including the application, servers, and clients in Windows and Mac OS X environments.

Adhere to strict security procedures and customer confidentiality measures.

Ability to walk customers through processes and procedures in an easily understandable manner.

Full documentation of all cases, providing excellent descriptions, reproduction steps, and troubleshooting procedures.

Technical Support Specialist

All Data Corporation

October 2007 – December 2009

Username and password recovery, firewall settings & exceptions, modifying anti-virus settings, cookie and internet option configuration.

Installing software, resolving HW/SW conflicts and driver issues

Customer education on SW usage, navigation and configuration including identifying and resolving HW/SW issues.

Generating and implementing encrypted key codes for use with HW keys.

Creation and implementation of mapped drives for data storage.

Identifying conflicts with database initialization.

Database restoration

Template matrix formatting for management SW

Creating and tracking call records. Generating and tracking RMA’s.

Creating new accounts and retrieving data from current/past accounts.

Creating and tracking shipping orders for RMA’s.


Experienced and resourceful Manager with the ability to influence, lead and successfully impact financial results for the organization. Focused on driving the execution of key strategic initiatives while delivering high-impact solutions, ensuring that key deliverables are met on time and within budget.


References Available Upon Request

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