Project Manager Customer Service

NIC NACU

**** ********* **** **. *******, GA. ***47

Cell # 770-***-**** ********@*******.***

Flexible and adaptable business professional with over 16 years of

experience in management, operations, IT, communication and technology

areas built on a strong engineering and military background.

Experienced as a Project Manager, Operations Manager, IT Manager,

Engineering Manager, always making a strong contribution by implementing

customer service, discipline, efficiency and communication.

HIGHLIGHTS OF QUALIFICATIONS:

. Managed complex projects up to &> $5 million, with patience and

flexibility but on schedule.

. Supervised personnel/staff: 15-25 average, in multi-disciplined and

geographically dispersed teams.

. Managed cost, budget, P&L, to meet the contract requirements;

increased revenues up to 38%.

. Employed strategic thinking, planed, organized, controlled and

prioritized resources.

. Trained various groups of professionals in civilian and military

environments.

. Worked with top management to develop business reporting, improve

processes and ensure safety and compliance.

. International background and cultural approach and understanding;

experienced in international exchange.

EDUCATION:

. Air University, Montgomery, AL: ACSC (Air Command and Staff College),

Graduate

. National Defense University, Romania: Joint Command - Air Force,

Business Administration, Graduate.

. Aviation Institute, Romania: BS in Electro-Mechanical Engineering

(BSELM)

PROFESSIONAL EXPERIENCE:

Adecco (for Lexmark International, Inc. at PricewaterhouseCoopers LLC)

Atlanta, GA April 2011 to Present

Customer Operations Manager, OSA - South-East Operations Management and

Administration

. Management and execution of a MPS Statement of Work for a single large

. account with over 1423 installed devices and revenues up to $15M;

handle, help create and escalate HPSMC/Peregrine and Lexmark tickets

for consumables, copy/print, scan-to-email, records management,

upgrades and monitoring of function issues.

. Lead, manage and motivate a diverse, cross-functional team on both

Lexmark and client side and act as primary contact and point person

for general information and issue resolution, as it relates to a

specific Customer site.

. Promote a high trust relationship with key contacts within the

Customer Environment and Operational team; influence and consult as

Subject Matter Expert on complex and ambiguous issues.

. Maintain state-of-the-art procedures in all aspects of the operations

and support; participate in Business Reviews.

. Teach junior-level team members in delivery of daily functions.

.

WWTS Atlanta, GA. Jan.

2009 to April 2011

Area Manager - WWTS (former Qualxserv) Service Partner and Computer

specialist; servicing all Dell, Sony, IBM and Lexmark products with on site

hardware break-fix under warranty agreement.

. Managed a team of 18 to 26 Field Technicians to achieve high level of

customer satisfaction through use of patient, methodical approach to

problem resolution, with the majority of calls resolved on time and on

site.

. Met productivity, turned around tense situations with frustrated and

irate customers, responding in a professional manner to all inquiries

and complaints.

. Generated practical and sustained daily scheduling of all calls per

tech and per area, supervised all other office branches to obtain an

uniform and timely distribution of service and ultimately a high

customer satisfaction.

. Trained all existing and new techs and confirmed that all have the

complete level of updated certification required.

Atlantis Design and Build Metro Atlanta, GA. May

2001 to Jan. 2009

Project Manager

. Developed and managed a team of 6 to 9 professionals to build and run

a small construction business.

. Focused on complete design and build service for remodeling, additions

and new construction; architectural AutoCAD design, structure, all

finishes, HVAC, plumbing, electrical with an average 18% under budget.

. Generated estimates, bids, proposals, contracts and purchase orders,

set up client accounts and presentations.

. Handled subcontractors and vendors with their job coordination,

negotiation, quality control and payroll needs.

. Prepared and implemented cost tracking and efficiency reports,

forecasts, phase updates and change orders.

. Insured compliance with the Building Codes, standards and safety OSHA

regulations, permits, code enforcement inspections and company

policies to meet all requirements and give customer a quality and safe

product.

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