Customer Service Manager

D ON L. HEROLD

********@***.*** **** Brigham Dr Forney, Texas 75126 214-***-****

S E N I O R I T S E RV I C E D E L I V E RY M A N A G E R

Hardware/Network ~ IT Management ~ Customer Service

A company- and people-focused Information Technology professional with more than twenty years of hardware

and network support services experience for Fortune 500 clients and customers. Recognized for

planning, developing, and implementing state-of-the-art solutions to support client development and

satisfaction. A hands-on manager adept at consensus building, teamwork, and problem resolution.

Talented people manager committed to active listening, leading by example, transparency, and

providing training or mentoring opportunities. Committed, with a positive service attitude.

CORE KNOWLEDGE & SKILLS

LAN/WAN Architecture; MS Office Suite; A+, Servers, Desktops, Laptops (IBM, HP, Dell, Apple, Toshiba);

Printers (HP, Apple, Epson, Tektronix); Remedy, SQL, Active Directory, TCI/IP, SMTP, Disaster

Recovery, OS Tuning, Routers, File Systems, Data Centers, Data hosting solutions, Excellent Knowledge

of the ITIL Process.

PROFESSIONAL EXPERIENCE

SUNRISE PRIMARY CARE, Garland, TX

Primary care giver for my elderly mother 2012 to Present

EMTEC, INC., Jacksonville, FL 2010 to 2011

Service Delivery Manager for the City of Jacksonville, all city offices, the fire department, libraries, etc. - Managed the

workflows and processes of assigned resources to ensure compliance of contractual service obligations and that our resources

were performing services that were within customers’ expectations.

• Communicated changes in assignments and schedules to employees and customers; serviced audits and reported

Service Level Agreement (SLA) matrix information as required by the contract; never breached and satisfied the

99% SLA requirement; prepared reports and various contract and billing documents.

• Utilized highly intuitive reasoning skills in situations requiring immediate decisions and proper corresponding

actions; gave productive input and actively participated in departmental, companywide, and executive meetings.

• Participated in planning and requirements analysis; provided direction and worked closely with Jacksonville’s

Service Partner Manager to ensure performance, compliance, and adaptability changes to the customers’ business

needs.

• Built and maintained positive customer relations by delivering projects on time and within scope of budgets;

managed key IT projects and strategically planned IT with customers and employees through systems analyses,

requirements development, systems integration, and other various support projects.

SIEMENS IT SOLUTIONS, Jacksonville, Florida 2004 to 2009

Southeast Regional Market Manager - Accountable for 28 desktop technicians delivering break/fix support services on

all hardware and desktop software of Siemens IT Solutions clients including Washington Mutual, Cigna,

EMC, Microsoft, Toshiba of America, Morgan Stanley, Verizon, and Siemens Operating Companies.

• Reduced incidents and fix times to meet client service level agreements and eliminate interruption of service;

organized capacity planning, resource allocation, and budget for new implementations and upgrades for external and

internal clients; led a technician team that provided hardware support and repair for back-office operation systems.

• Provided monthly performance reports on desktop technicians that identified average calls per day, quality of

work completed, and number of billable hours; received (TPA) airport security clearance for British Airways.

• Presented monthly and quarterly reporting to upper management that detailed the regions’ P&L, approved

technician overtime, technician expenses, and customer feedback on Siemens dedicated support staff.

• Championed disaster recovery plan to support regional clients affected by hurricane season; fail-over data center

site in a weather-stable location, generators installed and business continuity plan implemented for power outage.

• Assembled and managed a team responsible for building and configuring PCs at client’s site; team included both

dedicated on-site technicians and field technicians; also managed a team responsible for providing tape rotations for data

center.

PROFESSIONAL EXPERIENCE (Continued)

SIEMENS BUSINESS SERVICES, Grand Prairie, Texas 2001 to 2003

Network Engineer, Technical Services

• Provided technical support services for hardware and software sites sustaining 300 users; on-site and off-

site/remote facilities for Siemens Energy & Automation nationwide, an operating company.

• Performed management tasks across Windows, Active Directory, UNIX, and Linux platforms including account

management, permission management, and ad hoc reporting.

• Ensured technologies, mechanisms, and processes introduced into the environments were properly administered

and supported; analyzed and resolved all requests and issues related to access control and user administrations.

• Controlled data and systems per Siemens’ security policies and procedures, ensuring data integrity.

• Designated resource to install, set up, maintain, and support network infrastructure for Siemens Services solution.

• Collaborated in the design and scope of prospective clients’ network/hardware systems.

SARCOM, Dallas, Texas 2000 to 2001

Associate Enterprise Engineer, Nortel Networks Corporation

• Designed and managed printer repair and installation for the corporate Nortel campus.

• Performed testing and evaluation benchmark for all serviced Hewlett-Packard and Tektronix printers.

• Conducted and developed programs to certify technicians in the repair and maintenance of HP and Tektronix printers.

GE CAPITAL IT SOLUTIONS, Dallas, Texas 1999 to 2000

Regional Service Manager, Bank of America Account

• Accountable for on-site delivery of technical services to Bank of America. ; this included all corporate, regional, and

branch locations in Dallas, Houston, and San Antonio.

• Compiled and reported daily call activity, productivity, and negative trends to upper management; consulted

regularly with key stakeholders to ensure consistent delivery of high-quality services and quick resolution to issues and

concerns.

• Monitored service level agreements and corrected out-of-scope work and changes regarding installation or

implementation schedules.

• Managed team of 15 technicians and two dispatchers; provided ongoing training to ensure staff delivered technical

services that met and exceeded company standards.

• Reviewed, monitored, and revised operating budget to ensure consistent achievement of company guidelines for

customer service and profitability.

ENTEX INFORMATION SERVICES, Dallas, Texas 1990 to 1999

National Dispatch Services Supervisor (October 1994 to September 1999)

• Led 20-person team to deliver services on-site to Fortune 500 companies in the Dallas/Fort Worth Metroplex for

Microsoft Team comprised of field technicians, inventory control specialists, and dedicated technicians.

• Reviewed and analyzed daily reports regarding utilization and profitability to ensure that technicians met service

level agreements with customers; spearheaded issue resolution by monitoring quality of daily operations and client

satisfaction.

• Monitored and dispatched calls to field and dedicated technicians, ensuring quality and efficiency.

• Coordinated warranty services and certification training with vendors.

Lead/Senior Customer Engineer (January 1990 to October 1994)

• Recognized as the company's top specialist for Hewlett-Packard due to highly effective skills in problem resolution and

customer service.

• Provided technical repair and maintenance services for equipment operated by multiple major accounts with team of 5

technicians.

• Troubleshot desktop and network equipment and resolved breakdowns to the component level; identified alternate

methods of repair (i.e., component replacements).

• Supervised the installation, configuration, troubleshooting, repair, and upgrading of software and hardware for Hewlett-

Packard.

• Successfully retained contracts by restoring customers' confidence in the company's commitment to quality service.

HALLMARK INSTITUTE OF TECHNOLOGY, San Antonio, Texas

Diploma, Electronics Technology

References available upon request

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