Service Manager
Resume:
Terry Wayne Smith
Macomb Township, MI 48044-3595 US
Day Phone: 586-***-****
Email: ******@*********.***
Education:
Wayne State University Detroit, MI United States
Master's Degree 05/2013
GPA: 3.64 of a maximum 4.0
Credits Earned: 41 Semester hours
Major: Masters of Arts in Employment & Labor Relations
Wayne State University Detroit, MI United States
Bachelor's Degree 05/2010
GPA: 3.57 of a maximum 4.0
Credits Earned: 128 Semester hours
Major: Bachelors Interdisciplinary Studies and Technology
Honors: Cum Laude
Certifications: Microsoft certified professional, CompTIA A+ hardware certification, and
CompTIA Network+ certification
Work Experience:
Computer Sciences Corporation
(CSC) 01/2009-12/2013, 40 HRS per
week
3170 Fairview Park Drive
Falls Church, VA 22042 United States
Senior Service Request Coordinator Raytheon Corporation
• Daily generated project assignments related to timelines involving service
delivery
• Daily led progress of delivery (POD) meetings, took attendance and kept log of
participants.
• Using Remedy database tracked and confirmed consistent compliance with
scheduled work and contractual agreements.
• Reviewed and analyzed reports to assure services are authorized and
appropriate; identified unauthorized services and escalated to proper channel for
proper disposition.
• Researched and discovered redundancies in Remedy database resulting in a
$150,000 to $200,000 annual savings through manpower reduction.
• Recognized and cited for achieving a 99.7 % service level agreement
completion.
• Recognized and cited for achieving a 99.3 % overall customer satisfaction.
Page 1 of 4
• Worked independently from home, was self-accountable for time worked and
production of work.
• Daily use of database to update project progress with desired outcome of cost
reduction and service enhancements.
Incident Management Ascension Health
• Coordinated with staff and customers to assess needs, provided information or
assistance, resolved problems, or satisfied their expectations; knowledge of
available products and services.
• Daily led progress of delivery (POD) meetings, took attendance and kept log of
participants.
• Identified problems; determined accuracy and relevance of information; used
sound judgment to generate and evaluate alternatives, and to make
recommendations.
• Evaluated work to ensure properly coded for billing purposes.
• Volunteered to support other sites whenever necessary i.e., employee on sick
leave or vacation.
• Worked independently from home, was self-accountable for time worked and
production of work.
Schaefer Screw Products 04/2004 -
03/2007 40 HRS per week
32832 Industrial Road
Garden City, MI 48135 United States
Assistant General Manager
• Processed invoices for payment and verified services rendered as stated.
• Communicated both verbally and in writing with vendors, suppliers and
customers.
• Solicited and negotiated for services directly as agent of company.
• Determined what services were needed for network upgrade, scheduled
installation did follow-up after completion.
• Researched equipment and software to gather data in evaluating the capabilities
and limitations of network equipment, sought best fit and value for corporation
size.
• Managed daily operations involving assignment of work to fulfill orders based
on scheduled delivery dates.
• Investigated employee theft, researched and collected data recovering $133,000
insurance claim.
• Supported company of 28 persons with all health, property and casualty
insurance, sought competitive bids to ensure cost savings.
• Performed quarterly inventory of all manufactured parts, collected data of
amounts and furnished report to corporate accountant.
Page 2 of 4
• Configured and modified Oracle database as business needs evolved
• Created presentations at scheduled meetings updating progress towards yearly
growth expectations for business.
Integrated Systems Analysts 01/2003 •
- 12/2003 40 HRS per week
2001 North Beauregard Street
Suite 600
Alexandria, VA 22311 United States
IT Hardware Software Support Visteon Corporation
One year contract as IT Hardware/Software Support for Visteon
• Worked with clients and customers to assess their needs, provided information
or assistance, and resolved their problems.
• Clearly expressed information to individuals using language that was relevant
and meaningful to the audience, listened and responded with tact and diplomacy.
• Restaged PC’s using Symantec Ghost Utility.
• Identified and fixed problems related to TCP/IP Internet protocol suite for
individual’s verifying connection from command prompt to ping server; when
necessary renewed IP with network server.
Scott McIntyre's and Associates Inc.
08/1992 - 10/1999 50 HRS per week
2238 Star Court
Bldg 6 West
Rochester Hills, MI 48309 United
States
Owner, Vice President, Operations, Testing, Logistics
• Sought and awarded bids for contracted services in health, property and
casualty insurance.
• Oversaw scheduling and payment of payables, contacted customers when
necessary to collect receivables.
• Moved entire business from smaller space to 10,000 square foot unit.
Requiring work with sub-contractors for construction of interior and specialty
electrical needs for test room.
• Handled all logistical movement of equipment either purchased or sold to all
points both domestic and overseas.
Page 3 of 4
• Supervised and verified inventory as well as oversaw the entry into computer
database.
• When leased building was renewed, reviewed and sought changes to secure
single net lease.
• Collaborated with corporate lawyer in creation of incorporation paperwork..
•Successfully negotiated the buyout of a competitor for customer list and
inventory of equipment of Data General mini-computer stock.
Page 4 of 4
Contact this candidate