Service Technical Support

John E. Jones

*** ********* *****

Roxboro, NC **573

Home: 336-***-**** **********.****@*****.*** Cell: 919-***-****

SUMMARY

High-energy, customer-focused Service Delivery Manager / Deployment

Professional with expertise in data analysis, inventory control, and

meeting clients' service level agreements. Delivers technical support and

maintenance services to field representatives in the retail industry.

Adept at people management, team leadership and leading training seminars

to educate pharmacists in automated prescription fulfillment. Skilled in

managing projects and client relationships in multiple locations

nationwide. Disciplined and motivated to work independently.

CORE COMPETENCIES OR AREAS OF EXPERTISE

Technical Support Point of Sale Systems Technology Deployment

Customer Satisfaction Cost Containment Goal Attainment

Product Improvement Leadership Planning / Data

Analysis

PROFESSIONAL EXPERIENCE

Jones Family Ranch, LLC, Roxboro, NC

Owner/ Operator

2011- present

. Developed and implemented business plan for an Agri-Tourism farm.

. Designed and supervised renovation of farm buildings to adapt to new

business.

. Developed and implemented marketing plan to promote new business.

. Conduct daily business and operations.

. Hire, train and supervise staff to assist in daily business operations.

IBM, Research Triangle Park, NC 1993 - 2011

Service Delivery / Technical Support, U.S. Point of Sale Maintenance

2001 - 2011

. Drove Service Delivery processes for IBM Point of Sale maintenance

customers nationwide.

. Generated highest customer satisfaction and saved operating expenses by

providing field representatives with the tools and processes needed to

deliver service level agreements.

. Met service level agreements consistently by effectively managing

inventory of service parts.

. Achieved Gross Profit plans at 110% and reduced service costs by $1MM

annually.

. Collaborated with Product and Quality engineering to identify and correct

equipment problems as well as drive improved quality for future products.

Regional Manager / Technical Support, 1993 - 2001

Mid Atlantic and Richmond Region

. Managed service and technical support for 1000 Eckerd Drug retail stores.

. Led a remote, professional staff of 19 System Service Representatives to

install and maintain IBM 4690 Point of Sale (POS) systems, WAN / LAN and

server solutions in a Flex OS, SCO Unix and Windows NT environment.

John E. Jones Page Two

. Managed special projects including design of a Preventative Maintenance

Program and Optimum Office / Van Inventory for service. Developed and

maintained checklists for the installation and implementation of hardware

and software for new and relocating customer sites.

. Directed successful delivery of Service Level Agreements to customers.

. Mentored new managers on Project Office procedures.

. Implemented IBM management practices into the Eckerd Drug account.

. Managed staff through major acquisition and integration of over 1000 new

retail sites.

. With project management team, developed implementation schedules,

training materials and scope of work tasks for major technology

implementation projects.

. Hired and trained technical professional staff to complete site

acquisitions and provide continuing maintenance services.

PREVIOUS EXPERIENCE

ECKERD DRUG COMPANY, Charlotte, NC

Store Systems Supervisor

System Service Representative

Human Resources Representative

Training Coordinator

EDUCATION

BA, Business Management and Economics

North Carolina State University, Raleigh, NC

PROFESSIONAL DEVELOPMENT

Master's Certificate in Project Management

George Washington University School of Business and Public Management

TECHNICAL SKILLS

MS Office, Excel, Word,PowerPoint

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