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Customer Service Manager

Location:
Minneapolis, Minnesota, United States
Posted:
May 07, 2019

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A motivated, personable business professional with a successful track record of management experience which spans over a 17 year period.

Diplomatic and tactful with professionals and non-professionals at all levels.

Dedicated, hard working individual with the intercommunications skills to work at all levels of the organization.

Works well in both team environments and individual assignments.

Flexible, versatile and competent with a demonstrated ability to easily transcend cultural differences.

Thrive in deadline-driven environments with a talent for quickly mastering technology.

Outstanding motivator, excellent team-building skills with a strong customer focus first mentality.

Employment History

Industrial Insite – Andover, MN

Technical Instructor, Oct 2018 to Present

- Certified IPC Trainer for IPC-A-610

- Certified IPC Trainer for J-STD-001

- Project Managed a Development team for Loram Maintenance of Way in Hammel MN. This included Curriculum development and Instructing.

WolfNet Technologies – Minneapolis, MN

Customer Service Manager, March 2014 to Oct 2018

- Manage the day to day operations of the Customer Service Department.

- Interact with all other departments within the company, keeping the customer first focus throughout the origination.

- Provides leadership, direction and guidance to the entire Customer Service Team

- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Industrial Insite – Andover, MN

Technical Instructor, Dec 2012 to March 2014

- Certified IPC Trainer for IPC-A-610

- Certified IPC Trainer for J-STD-001

- Project Managed a Development team for Loram Maintenance of Way in Hammel MN. This included Curriculum development and Instructing.

US INTERNET CORP – Minnetonka, MN

Technical Support Manager, Feb 2001 to June 2012

- Played an Instrumental Role in building an N+1 Datacenter with numerous expansions. 10,000 square foot

eventual total.

- Managed a 24/7/365 Technical Support staff which included a Call Center and a help desk for a fortune 500 Company.

- Implemented hundreds of new policies and procedures to meet the demand of our customer base.

- Engaged in the typical responsibilities of a manager including planning, evaluating, controlling and tracking against goals, timetables and budgets.

- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problem.

FEDERAL CARTRIDGE CORP – Anoka, MN

Help Desk Support, Relief Supervisor, Manufacturing Associate, 1993 to 2001

- Provided PC and help desk support in the Information System department at Federal Cartridge.

- Relief Supervisor for a 15 month period of time (4 months full time supervisor).

US ARMY – Colorado Springs, CO

Sergeant, 1987 to 1991

- US ARMY Reserves - 1991 to 1995

- Vulcan Crew Member

- Honorable Discharge

- Advanced to Sergeant rank within in three years; served as squad leader in change of up to twelve.

- Received five Army Achievement Medals (few given out), one Good Conduct Medal, and one National Defense Medal.

Professional Experience

TRAINING PROGRAMS

Developed and/or Delivered multiple training programs, including the following;

oDeveloped and delivered custom training for WolfNet Technologies. This was an initial on boarding training, which included in-depth knowledge of our product line and how to support it. Also worked with multiple departments in creating their training programs internal to WolfNet Technologies.

oDelivered Soldering training for Industrial Insite on multiple occasions over a 2 year period, including contract work after my full time employment expired.

oDeveloped and delivered Custom Training for Loram Maintenance of Way in Hydraulics and Electrical work.

oDeveloped Training program for disjointed workers in the industrial field.

PROJECT MANAGEMENT AND TECHNICAL SUPPORT MANAGEMENT

Converted several VoIP office systems to new providers.

Launched Desk.com, a CRM system used in Customer Service and integrated this with SalesForce. Overtime we migrated off of Desk.com to Service Cloud.

Developed and provided a 24/7/365 “on call” procedure that provided support for Internal Technicians, External Consultants, Network Support and National/International Customers.

Helped launch SAS 70 program and maintained all policies and procedures to meet audit needs on a yearly basis.

Managed a 24/7/365 Technical Support staff of up to 36 people that supported 75,000 customers worldwide. Support included 30,000 phone calls, 50,000 emails and 1,000 chat requests per year. Maintained 90% service rate with 120 second hold times for phones.

Managed a team that consisted of Technical Support Representative, Set up Engineers, System Administrators, Internal and External Help Desk Technicians.

Took open support tickets from over 320 down to 35 average.

Instrumental in helping company to launch 5 new products. These products were off site backup solutions, VOIP product, Anti-spam/Anti Virus email solution, Wi-Fi network, and MS Exchange SAS product.

Integrated a Fortune 500 company help desk into our support structure which included utilizing our call center technicians and managing an on customer site support staff.

Helped parent company to acquire 3 smaller business and migrated customers into our support structure with minimal customer impact. These services included Web Sites, DSL, ISDN, FTP, VOIP, Dial UP and also included migrating customer data into our CRM.

Developed an hourly, daily, weekly and monthly task structure that incorporated the responsibilities of all members of the technical support staff. To ensure these tasks were completed, I developed a three tier management team which also promoted internal growth.

Designed and implemented a scalable intranet structure that grew from a simple 10 page layout to an enterprise solution that encompasses over 3,000 pages of policies, procedures and how-to’s.This started out using basic HTML on Windows IIS servers and eventually growing to a Drupal based system. With Drupal we then integrated Calendars, IPSWITCH What’s UP integration, and other external web page integration based on company need.

Helped develop Inventory tracking procedures and integrated into web solution utilizing Filemaker Pro.

Managed projects for a variety of Fortune 100/500/1000 companies including ShopNBC, Best Buy, Target, Polo, Fanbuzz, ShopNHL, CH Robinson, Jasc Software, BMG, Coldwell Banker, Remax, Century 21, Kimberly Clark, Toys R Us, and Carlson Companies.

Helped develop a mass mailing solution for multiple companies utilizing software from worldcast, LSOFT, and custom applications. This consisted of taking customer generated email lists and their HTML email content and mailing out daily, weekly or monthly as customer needs dictated.

DATA CENTER

Played key role in building and expanding an N+1 datacenter with state of the art NOC. Expansions from 1,250 sq ft, 2,500 sq ft, 5,000 sq ft and 10,000 sq ft. These build outs and expansions included planning and building UPS with Backup Generators complete with multiple redundant systems. Both Diesel and Natural Gas generators were used for maximum uptime.

Experience developing and maintaining physical security procedures and doctrine including Biometrics, proximity entry, digital surveillance with dual entry systems and security check points.

Help provide design for fire suppression system with state of the art particle ana-lazer and Fenwall Net2000 fire detection system operating a multiple FM-200 fire retardant discharge unit.

Instrumental role in designing cooling system for datacenter using Liebert HVAC 10, 20, 30 ton units. Helped design and install first Liebert XD system in the five state areas. The atmosphere is tracked by redundant omega monitoring, tracking and archiving system for detailed information of past/present conditions.

Managed projects for a variety of Fortune 100/500/1000 companies including ShopNBC, Best Buy, Target, Polo, Fanbuzz, ShopNHL, CH Robinson, Jasc Software, BMG, Coldwell Banker, Remax, Century 21, Kimberly Clark, Toys R Us, and Carlson Companies.

Helped develop a mass mailing solution for multiple companies utilizing software from worldcast, LSOFT, and custom applications.

Education& Volunteer Work

MINNESOTA SCHOOL OF BUSINESS – Brooklyn Center, MN

Network Systems Engineer Program – Jan 2000 to July 2001

- Completed courses; Networking Essentials, NT 4.0 Work Station, NT 4.0 Server, Internet Information

Server 4.0, NT Server 4.0 in the Enterprise, TCP/IP, Linux, CCNA, Basic HTML, A+ Software, A+

Hardware, MS Office, Win 2k Pro, Win 2k Server.

- Certificates Held MCP, MCP+I, MCSE 4.0, A+.

- Current Skills of MS Office, including Excel, Word, Power Point

BOY SCOUTS OF AMERICA – Ham Lake, MN

Assistant Scout Master of troop 509

- Assists the Scout Master; Help with the troops service activities, camping outings, weekly meetings and

other duties as assigned or required by the Scout Master.



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