Customer Service Manager
Resume:
Mark Proctor JR. ***** Ronald Drive Lexington Park, MD, 20653 Phone: 301-***-****
Email: ************@*****.***
OBJECTIVE: Seeking a challenging position which will allow me to utilize my extensive technical, leadership
and management experience, as well as provide opportunity for advancement.
Skills Profile
Proficient in Microsoft Outlook, Word, Excel, and PowerPoint
Proficient in Siebel and Oracle systems
Over 4 years of experience managing employees
4+ years of satellite television installations and service
4+ years experience training employees
4+ years of A/V installations and system integration
4+ years of experience in logistics management
Excellent multi tasking, time management, and organizational skills
Experience in handling confidential paperwork
Excellent customer relations background
Experience in configuring and installing routers, modems, pc, laptops and etc.
Work Experience
DirectSat USA Waldorf, MD November 2011 Present
Supervisor
• Monitor and manage Technician Productivity
• Manage cost control program as it pertains to Operations including monitoring fuel consumption,
overtime management and cell phone usage.
• Provide continuous training for defensive driving and other safety related issues
• Ensure that employees are receiving the appropriate training required to be successful
• Ensure all new employees are assigned and equipped with the proper tools, nametags, identification,
uniforms and communication devices.
• Perform vehicle, safety and quality inspections on a daily basis.
• Provide superior customer service by resolving all tangible problems and concerns.
• Manage and take control of the GM and warehouse duties when needed.
• Multi task by performing the duties of a supervisor, warehouse manager, and dispatcher on a daily
basis
• Manage and control finance, logistics, fleet, and daily operations of the office.
• Manage inventory via the company’s internal inventory management system, ensuring adequate supply
levels by inventorying stock, placing, verifying orders, and issuing equipment.
• Use Siebel and FSScheduler for daily operation to manage inventory, workorders, techs and routes.
• Use Trimble GeoManager to manage GPS on company vehicles.
• Troubleshoot satellite equipment, resolving issues through diagnosing, repairing, replacing and/or
upgrading components.
• Provide customer orientation and education of various products and services.
• Provide up to date training in utilizing the company’s safety, quality, and customer service practices,
policies, and standards.
• Provide new installation and troubleshooting techniques.
• Ensure that all technicians are up to date on all certifications.
• Possess the ability to work under pressure and in a fast paced environment.
Provide customer support and reports by using Windows XP, MS Outlook, supporting MS Office
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products and a commercial trouble ticketing system such as (Track It).
Diagnose, troubleshoot and configure workstations, applications, software installation and
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configurations, printer problems, and computer/user moves, adds, and changes.
Review trouble ticket queues, documenting support and diagnostic activities, escalating problems as
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required, and accurately and effectively resolving and closing assigned trouble tickets.
Use networking and wireless networking skills to integrate and configure customer’s home electronics
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together.
Experience with installation, configuration and termination of cat5, cat6 and coax cable.
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DirectSat Waldorf, MD October 2009 – November 2011
Level IV OJT Trainer
• Train upcoming technicians in utilizing the company's safety, quality, and customer service
practices, policies, and Standards. (Ethernet, Cat 5, Cat 6)
• Train multiple offices on upcoming products, techniques and certifications.
• Review all case management, VIP and OOP jobs to make sure all proper procedures have been done to
complete job.
• Prepare for installations by reviewing installation orders, gathering equipment, supplies and tools and
coordinating schedules with customers.
• Running and pulling cable (CAT 5, CAT 6, RG6, RG59, RG11, etc.), cable modem and internet hook
up, telephone and Ethernet wiring, programming and calibrating equipment while adhering to codes,
regulations and standards.
• Verify satellite TV systems for correct functionality and optimal performance by testing equipment and
connections and identifying and correcting any issues.
• Maintain accurate records through documenting installations, services and repairs.
• Maintain and improve service and rapport with customers through listening to their description of
problems, answering questions and resolving issues through diagnosing, troubleshooting, repairing,
replacing and/or upgrading components.
• Maintain a safe work environment by following safe practices and adhering to safety policies.
• Update and improving job knowledge by participating in educational opportunities and reading
technical publications.
• Ensure adequate supply levels by inventorying stock, placing and verifying orders.
• Enhance the organization’s reputation through personal accountability for accomplishing new and
different requests and always striving to add value
• Integrate and configure equipment over IP addresses
DirecTV Home Services, Baltimore, MD January 2009 October 2009
Lead Satellite Technician
• Prepared for installations by reviewing installation orders, gathering equipment, supplies and tools and
coordinating schedules with customers.
• Planned installations by evaluating location, locating access and laying out equipment and wiring plan.
Running and pulling cable, programming and calibrating equipment while adhering to codes,
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regulations and standards.
Verified satellite TV systems for correct functionality and optimal performance by testing equipment
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and connections and identifying and correcting any issues.
Maintained accurate records through documenting installations, services and repairs.
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Maintained and improved service and rapport with customers through listening to their description of
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problems, answering questions and resolving issues through diagnosing, troubleshooting, repairing,
replacing and/or upgrading components.
Referred to schematics, manuals and manufacturer’s instructions as needed.
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Maintained a safe work environment by following safe practices and adhering to safety policies.
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Updated and improving job knowledge by participating in educational opportunities and reading
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technical publications.
Ensured adequate supply levels by inventorying stock, placing and verifying orders.
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Enhanced the organization’s reputation through personal accountability for accomplishing new and
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different requests and always striving to add value
Experience using a variety of power tools, hand tools, and technical equipment. (Birddog, AIM meter,
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Superbuddy signal meter, volt ohm meter, toners, etc)
Perform a/v installations and system intergrations.
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Satellite Unlimited Greenwood, MS August 2008 October 2008
Satellite Technician
• Prepared for installations by reviewing installation orders, gathering equipment, supplies and tools and
coordinating schedules with customers.
• Planned installations by evaluating location, locating access and laying out equipment and wiring plan.
• Established satellite TV systems by installing equipment. Running and pulling cable, programming and
calibrating equipment while adhering to codes, regulations and standards.
• Verified satellite TV systems for correct functionality and optimal performance by testing equipment
and connections and identifying and correcting any issues.
• Maintained accurate records through documenting installations, services and repairs.
• Maintained and improved service and rapport with customers through listening to their description of
problems, answering questions and resolving issues through diagnosing, troubleshooting, repairing,
replacing and/or upgrading components.
• Referred to schematics, manuals and manufacturer’s instructions as needed.
• Maintained a safe work environment by following safe practices and adhering to safety policies.
• Ensured adequate supply levels by inventorying stock, placing and verifying orders.
• Enhanced the organization’s reputation through personal accountability for accomplishing new and
different requests and always striving to add value
Circuit City, Temple Hills, MD September 2005– July 2008
Mobile A/V Manager
Manage a group of 8 technicians to perform professional audio/video, alarm, and remote start
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installations to customer’s vehicles, while maintaining a clean and organized shop, creating a safe work
environment for employees and customers.
Manage and perform warehouse duties when needed. Receive, store, stock, issue products and manage
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inventory.
Specialized in 12 volt dc A/V installations, products and materials.
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Provide training on upcoming products and installation techniques.
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Schedule days of work and upcoming training classes.
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Perform daily sales transactions, price corrections, and customer education.
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Experience using multiple tools and technical devices. (tone generators, volt ohm meters, power tools
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and etc)
College of Southern Maryland (CSM), Waldorf, MD July 2003– August 2005
Help Desk Technician
Set up workstations around the campus, re image computers, install operating systems, assisted with
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help desk support, experience with Novell networks, assign IP addresses to workstations, and install
printers and other hardware devices.
Received and completed ticket requests
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Installed and configured routers and modems.
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Windows 2000, XP, Vista, MS Office 2000, 2003 and 2007 experience.
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Education & Certification
• Cisco Networking I (CCNA Training)
• Cisco Networking II (CCNP Training)
• SBCA Certification (Satellite Broadcasting Communication Association)
• KaKu Certification
• SWM Certification
• Service Technician Certification
• Driver’s Safety Certification
• Network Troubleshooting Certification
• Networking Basics Certification
• Siebel Certified
• FSS Scheduler Certified
• Wildblue Certified
Contact this candidate