Manager Service

R aymond A. M a rgiotta * **.***.****

724-***-**** 349 G race Ave. Canonsbu rg, Pa. 15317

r aymond.ma *******@*****.***

S umma ry

E xperienced Field Service I.T. Professional with over 25 years maintaining electronic

equipment in multi-vendor environments of manufacturers including NCR, IBM, DEL L,

S UN, LEXMARK, CISCO, AT&T, FUJITSU, KODAK, & HP. 10 years’ experience

managing IT hardware field support teams responsible for corporate and government

clients customer bases.

E xpe r ience

N ational Field Service Manager

SDV Solutions I NC. Williamsburg VA. October 2010 – November 2013

C reated and organized a blended field service organization of W-2 hired employees,

10-99 engaged contractors and independent service providers to offer onsite service

for awarded U.S. Federal Government I T support contracts.

Responsibili ties:

• Manage daily operation of field service organization

• Contract performance and the t imely analysis of the data used to measure results

• Establish expectations and call handling requirements for field associates

• Negotiate hourly and per diem rates for contractors

• In terview and select all field operations personnel to be used to deliver service and

support

• Ensure contractual requirements for certifications and clearances of service personnel

• Inventory control for technicians issued spare parts

• Create call handling processes for field operations

• Escalate and report to company president on all issues relevant to field operations

Territory Manager Pittsburgh, PA Customer Services

NCR Corp. Dayton Ohio January 2008 - October 2010

Promoted to NCR Territory Manager at reorganization and absorption of First Level

Technology (FLT), and assigned to manage all aspects of service operations for territories.

Responsibilities

• Coordinate and work with state officials to ensure adherence to Weights and Measures

standards for Pennsylvania, Delaware, New Jersey and Ohio

• Manage all aspects of service operations for assigned territories

• Deliver positive service response measurements for all territory customer accounts

• Manage prudent use of overtime and other company assets

• Coordinate service delivery for technology upgrades and rollout projects for local major

accounts

• Serve as Account manager and company contact for territory based major accounts

• Arrange training and availability coverage schedules

Highlights;

• Organized and managed newly aligned territory for metropolitan Philadelphia area.

• Assigned underperforming territory in western Pennsylvania (Pittsburgh – Erie) and

transformed to leading territory in the district in 12 months

• Mentored new manager for Philadelphia area

• Reduced overtime expenditures for Pittsburgh from 43% of payroll to fewer than 5% while

increasing SLA performance to first ranked position in district.

Field Service Manager Pittsburgh, PA Customer service

First Level Technology Inc. (FLT) (NCR Subsidiary) July 2003 - December 2007

Transferred from NCR to FLT for promotion to Field Manager Pittsburgh

Responsibilities

• Manage field service operations for all retail customers and 1st line ATM clients

• Workforce scheduling for available coverage to meet service contract

• Successful overtime control

• Contract performances measurements for response times and resolve time (SLA)

• Staffing and performance evaluation

• Manage NCR DELL service for Philadelphia and Pittsburgh branches

• Interface with Union rep for Philadelphia unionized employees.

Highlights

• Interim manager for South Boston, Philadelphia and New Jersey

• Mentored new managers for these areas.

• Achieved Outstanding Field Manager of the quarter 5 of 7 quarters from 2003 to 2005

• Managed Cleveland, Ohio, Philadelphia, Pa, and South Jersey areas as NCR was preparing to

realign FLT service organization back into NCR service.

Customer Engineer Pittsburgh, PA

NCR Corp Dayton Ohio December 1987-July 2003

Retail, ATM, Network & Server trained Customer Engineer

Responsibilities

• Support customer equipment on site, troubleshoot and repair .

• Install projects, new products and upgrades.

• Inventory control of assigned spared parts

• Scheduled vacations and on call availability rotation for work group

Highlights

• Awarded Great Performer award 1994

• Awarded Owner of the Business award 1996

• Awarded NCR America’s Cup 2003

Supervisor Production Test Department

Computer Terminal Systems Inc. Commack, NY September 1980-December 1987

Supervised the test and final assembly departments that manufactured printers and printing

terminals used in the transportation & entertainment ticketing industry.

Education

Nassau Community College, Garden City, NY – January 1984-December 1987 –

Statistics, Accounting, Physics, Technical Math and basic computer language

Island Drafting & Technical Institute, Amityville, New York – October 1981-Janauary 1983

Certificate of Achievement 750 hour course Digital Electronics & Microprocessors

St. John’s University, Jamaica, NY – September 1975-March 1978-

Business Administration

Clearances

Social Security Administration Public Trust 2010

DOD Top Secret Clearance Aug. 2011

C e rt ifications

• NCR Network Engineer 1 (NE1)

• CompTIA A+ Certified

• DELL DCSE Servers

• DELL DCSE Desktops

• DELL DCSE Portables

• NCR Territory Manager Academy

Contact this candidate