Manager Customer Service

Joseph D. Harkins

**** ****** ***, ******, ** *0076

703-***-**** ********@*****.***

Summary

A professional who improves customer service and the bottom line by

reliably improving maintenance, installation and service operations

offering 20 years of successful accomplishments in telecommunication,

satellite communications and radio frequency technologies.

. Re-energized the communications maintenance department for the 2nd

largest commuter system in the United States, strengthening teamwork

and improving commuter experiences and safety.

. Developed loyal and top performing teams known for craftsmanship and

on-time project delivery. Trained and mentored employees to become

engaged team leaders to accomplish set goals on time and under budget.

. Excellent communicator with the unique ability to translate technical

objectives to layman's terms for clients and stake holders.

Lead by example manager distinguished by abilities to pinpoint and correct

inefficiencies while improving both service and performance through the

implementation of strong systems and standards.

Professional Highlights

Communications Maintenance Manager, Chicago Transit Authority, Chicago,

2011 to 2014

Supervised 22 employees and managed $10M budget

. Delegated tasks and projects and made equipment and system enhancement

decisions

. Researched system improvement needs and managed installation of

equipment

. Served on CTA committee to vet fare collection system with $454M

budget

. Responsible for installation of 1400+ surveillance cameras system,

decreasing violent crimes by 30%

Field Service Manager - Central Region, Telkonet, Inc., Germantown, MD

2008 to 2011

Managed up to 8 field employees to ensure quality installation of Telkonet

wireless, HVAC and Power Line Communications (PLC) products and services.

. Increased revenue by 28% in territory

. Closed projects under budget and on time

Sales Engineer, Telkonet, Inc., Germantown, MD

2007 to 2008

Travelled to client locations to support all technical aspects of the

Telkonet iWire PLC System including network design, installation, sales and

training.

. Designed data networks for hotels, MDU's and other commercial

properties

. Provided technical supported to the sales team

. Integrated ancillary networking products including wireless, VDSL and

fiber into network designs and provided installation support for these

products.

Project Manager, Telkonet, Inc. 2005

to 2007

. Managed Telkonet's largest projects from provisioning to

installation to maintenance

Director of Client Relations / Field Manager, Installs, Inc., Buffalo, NY

2003 to 2004

. Liaison between Satellite Television service and nationwide

installation organization

. Developed policy on technical initiatives and coordinated

field activities to support client marketing efforts. to

ensure customer satisfaction

. Resolved escalated issues for clients in the field,

tested/provided installation and networking solutions for

Internet satellite products

Director of Satellite Businesess, National Rural Telecommunications

Cooperative 2001 to 2003

. Launched a satellite delivered Internet service for the NRTC

. Managed the development of training material and worked as the

technical manager of NRTC's high-speed Internet service

. Became the security lead for NRTC's anti-piracy effort

. Translated technical data for delivery of DirecTV to their subscribers

. Provide local television channels to rural underserved areas

. Served on Satellite Broadcasting and Communications Association

Subcommittee on DBS cable and connector standards

Product Development Manager, Pegasus Communications, Bala Cynwyd, PA

2000 to 2001

. Project lead to launch a new satellite delivered Internet product.

. Served as contact between Pegasus and vendors for contract and service

issues related to the project launch

Technical Services Manager, National Rural Telecommunications Cooperative

1994 to 2000

. Responsible for technical support for Direct Broadcast Satellite

equipment, accessories, and services during the launch of a new

satellite television product

. Designed DBS distribution systems for NRTC members and their

commercial accounts

. Interfaced with vendors to form policy on warranty and service issues

. Researched and wrote technical evaluations of new products and

technologies

Education

Electronics Institute, Kansas City, Missouri (Honor Student). Completion

of 900 hrs of Microprocessor Technology (360 hrs Basic Electronics, 260 hrs

Digital and Analog Technology, 180 hrs Assembly and Machine Language

Programming and Micro Computer Technology)

Certifications

OSHA 10 and Rail Safety Trained

General Information

Willing to relocate; extensive travel availability; overachiever; able to

learn and complete any task; outstanding interpersonal communication

skills.

Contact this candidate