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Field Service Manager

Willow Spring, North Carolina, United States
May 08, 2019

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Raymond Perez

C: 919-***-****


A proven leader who is committed to outstanding performance, and to providing individual and collective leadership to a team. Exceptionally detail oriented and technically minded individual who has a long track record of improving and optimizing delivery methods. Record of continuously meeting deadlines and budget targets, and surpassing expectations. Looking for a suitable position with a successful, forward thinking company



ITT Tech Maitland, Florida

Electrical Engineering Technology

Soft Skills

Leadership, Customer Support, Time Management, Teamwork, Planning, Prioritization, Organization, Problem Solving, Conflict Resolution.

Technical Skills

Budgeting, Work Scheduling, Troubleshooting, Project Evaluation, Risk Management, Key Performance Indicators Documentation, Disaster recovery.

Professional Experience

National Duty Manager 01/18 to 11/18

IBM Morrisville, NC

Promoted to National Duty Manager following the outsourcing of Walgreens’ Field Service Team to IBM.

Responsible for providing IBM management support for the delivery of maintenance and services to customers in the U.S. Guam and Puerto Rico on a 24-hour basis, 365 days of the year.

Manage alerts and critical situations to ensure efficient and effective coordination of available resources.

Responds to escalations from customers and IBM personnel, providing assistance and situational management as needed.

Worked with end users to ensure service level agreements were met and adhered too.

Field Service Area Manager – North and South Carolina 08/2014 to 12/2017

Walgreens Raleigh, NC

Responsible for the management, planning and delivery of IT management services. Managed 14 team members on 2 teams which included 1 remote site. Services included technical support and repairs, project management, risk management, continuous improvement. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals and promotions.

Transformed faltering Field area office, restoring customer confidence. Decreasing overtime by 14% and improving KPI metrics.

Managed work flow and area coverage to decrease arrival times by 2.5 hours.

Increase first visit resolutions from 90% to 97%

Responsible for the Kerr Drug acquisition in NC from launch to completion. Completing all 55 locations on time.

Responsible for multiple server upgrades. Completing them on time and within budget.

Managed a yearly budget of 2.5 Million dollars

Managed a store count increase from 140 to 325 with promotion to Field Service Area Manager

Field Technician/Chief Technician 10/2000 to 08/2014

Walgreens Orlando, FL

Raleigh, NC

Supervised team of 4 Field Service Technicians, from entry level to tenured techs covering 140 Walgreens retail locations and associated district offices located in North Carolina.

Opened field office in Raleigh in 2004.

Responsible for hiring, staffing, training, team timecard approval, and to rout and dispatch work

Responsible for troubleshooting technical problems for multiple systems. EX. AS400, cisco switches and routers, servers, Point of Sale equipment, Security systems. Phones systems, PC, laptops. Windows OS and Apple IOS. A total 20 different systems within Walgreens

Managed yearly budget of 500 thousand dollars

Managed a store count increase from 24 to 140 stores in 10 years.

Responsible for multiple pc upgrades and OS upgrades.

Traveled across US and Puerto Rico to aid with projects, workload and disaster recovery.

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