Operations Service Project Management
Resume:
Tim Peeler
Mocksville, NC *7028
Cell: 336-***-****
E-mail:********@*****.***
Employment History
Black Box Network Services - Area Operations Service Manager May
**** - Present
Manage the day-to-day operations of a 35 member team that installs and
services IT infrastructure products (data and telecommunication) for North
Carolina and South Carolina. Also manage the installation and service of
national and international accounts such as, Hanes, Sealy, SunBelt, Blue
Line, Ashley, Roseburg Forest Products and International Paper using
subcontractors. The team consist of Project Managers, Service Delivery
Managers, Operation Managers, Warehouse Managers, Call Center
Professionals, Service Technicians, Installers, System Analysis and
Financial Administrators.
. Plans, organizes, directs, and controls day-to-day operation in order
to meet or exceed targeted goals including profitability,
productivity, quality, and customer satisfaction while adhering to
Black Box values and standards.
. Provides organization leadership to general managers, account managers
and service team managers in selling and supporting Black Box services
and solutions to customers.
. Drive process improvements and work-flow efficiencies by analyzing
current business practices to determine operational effectiveness and
revises program to increase quality, productivity and customer
retention.
. Monitor workload and allocate technical resources in accordance with
needed and available skill sets in order to meet customer needs.
. Manage and control material and asset inventory. Ensure spares and
depots are kept current, test equipment is within calibration and
parts are stocked accordingly to current systems under contract.
. Serve as an escalation point for critical situations and technical
issues to ensure proper focus communication, timely resolution and
relationship management.
. Manage and direct profitability in line with service revenue targets
and budget compliance. Responsible for ensuring accurate
reconciliation and reporting of financials including operational
measurements to capture all costs for jobs.
. Partner with senior management in the business community to identify
and prioritize opportunities.
. Coaches and Mentors install and service team managers on skills to
drive customer and employee retention/satisfaction.
. Build and maintain a solid working relationship with the other
Region's operation managers to share best practices and to improve
Customer Retention and Satisfaction.
. Work with HR to ensure fair treatment and open communications to
enhance management-employee relations/labor relations and to work
towards improved employee retention and satisfaction.
Cardinal Health/Carefusion - Technical Service Manager June 2005 -
November 2013
District Technical Service Manager responsible for installing, upgrading,
troubleshooting technical problems, diagnosing, analyzing and repairing
Medication Dispensing equipment, Supply Dispensing equipment, Scrub
Dispensing equipment, Ventilators, Cardiopulmonary Diagnostic equipment,
Sleep Diagnostic equipment, Servers, Computers, Printers and Facsimile
equipment in hospitals and doctor's offices in North Carolina, South
Carolina, Virginia, West Virginia, District of Columbia, and Maryland.
. Support Pre-sales activities to close new business within the region.
Work with the sales organization on selling new products, system
upgrades and service contracts.
. Ownership of Post-sales activities within the region. Responsible for
customer satisfaction and building long term customer relationship
within the region.
. Develop strategic and tactical planning and execution of these plans
to meet or exceeded customer's goals using Project Management and
Information Technology Infrastructure Library (ITIL) Methodologies.
. Lead business process development, change management, documentation,
end user training and knowledge management.
. Single point of contact for resolving customer issues, handling all
escalation between project management, local technical staff,
marketing, engineering, the national call center and the customer.
Working with the call center Tier 1, 2, 3 agents to make sure all
customer issues are resolved and root cause investigation is
performed. Responsible for creating reports used to communicate with
the customer on how the call center performed on resolving issues.
Also attended weekly meetings with call center department managers to
review ongoing customer issues, review call center processes, review
specific issues resolution scripts, and individual call center staff
performance.
. Develop Quarterly Business reviews and monthly dashboards to
communicate with the customers on service/equipment performance.
. Maintain customer's service contracts and resolving customer billing
issues.
. Manage the financial performance of the team. Developing action plans
to meet customer needs and staying within the budget which includes
3rd party vendor, parts, travel, service technician overtime and fleet
cost.
. Manage a remote staff of 19 direct Service Technicians and 7 contract
Technicians.
. On call 24 hours/day, 7 days a week to handle customer and
employee/corporate escalations.
. Set team schedules for installs, preventative maintenance and on call
schedules.
. Set the team's long-term objectives and performance goals.
. Set individual development plans.
. Provide training to the Service Technicians to keep them up-to-date on
product issues and changes.
. Built teamwork between the Service Technicians; providing leadership,
guidance and motivation.
. Manage the test equipment calibration, inventory management and
company vehicle management programs.
. Manage the team's performance (utilization, service order management,
customer response time, customer satisfaction and part inventory)
using SAP CRM/PeopleSoft CRM system.
. Human Resources - Timesheets, Expense Reports, PTO, Performance
Reviews, Career Growth, Succession Planning, Open Headcount Recruiting
and Workman Compensation.
. Manage Contractors - assign work and approve invoices.
. Enforce Carefusion service policies and procedures.
Lowe's Companies, Inc. - eLearning Project Manager- Mooresville, NC May
2003 - June 2005
Responsible for Implementing the Docent eLearning Management System for the
Lowe's company with over 1000 stores with over 150,000 employees. This
system is used to train corporate and store employees. Responsible for the
following:
. Develop business and system requirements.
. Develop project work plans using Microsoft Project.
. Lead weekly project status meetings with project team.
. Perform risk assessment and create contingence plans.
. Hold bi-weekly status meetings with the management team.
. Review and approve functional specification used by Docent to modify
off-the-shelf system.
. Test and approve system modifications made by Docent and Lowe's IT
department.
. Develop and train the training department on eLearning standards.
. Develop and present presentation to the Lowe's community on the
functionality of the eLearning system and the Go Live plans.
. Implement and train the training department on how to develop on-line
courses using Macromedia Dreamweaver, Docent Outliner, SumTotal
Toolbook, Macromedia Flash, Paintshop Pro, and Microsoft Visio
Technical.
. Consultant to the Instructional Designers on developing content for
the Lowe's eLearning system.
. Hotline (Tier 2) support for resolving field issues.
. Test, troubleshoot and resolve courseware issues.
. Evaluate 3rd party eLearning applications for use with the Lowe's
eLearning system.
. Develop reports to management using Crystal Reporting.
. Analysis system performance and develop on-going improvements.
Lowe's Companies, Inc. - IT Process Consultant - Mooresville, NC
April 2002 - May 2003
Member of the Information Technology Strategy organization responsible for
training IT Project Managers on how to run IT projects. The challenge was
to improve the IT development teams on completing projects on-time and
within budget. Responsible for:
. Developing and delivering a project management training curriculum
using SDLC to train the Lowe's IT Development Teams.
. Obtaining curriculum approval from the CIO.
. Performing Quality assessments on IT Projects.
. Coaching project managers on assessment findings.
Lucent Technologies, Inc. - Business Process Manager - Greensboro, NC
1999 - 2002
Responsible for implementing the Siebel Sales/Implementation and SAP
Sales/Implementation applications for the Lucent Government Solution Sales'
and Implementation organization. Responsible for the following:
. Develop application system requirements.
. Develop project plans.
. Lead weekly project status meetings with project team.
. Perform risk assessment and create contingence plans.
. Hold bi-weekly status meetings with the management team.
. Assess existing sales and implementation process to the off-the-shelf
system process.
. Document internal sales and implementation process changes required to
use off-the-shelf system.
. Present sales and implementation process changes to management team
for approval.
. Modify application system requirements.
. Create end user documentation.
. Test and approve application system changes (Alpha and Beta test).
. Communicate with organization on the Go Live plans.
. Create and implement end user training.
. Implement Go Live.
. Subject Matter Expert on Sales and Implementation process, Siebel and
SAP Sales/Implementation application.
. Analysis system performance and develop on-going improvements.
Lucent Technologies, Inc. - Manufacturing Manager - Atlanta, GA
1994 - 1999
Responsible for supporting the Plant Manager to meet manufacturing
production goals for manufacturing fiber optic cable and fiber optic
peripheral devices.
. Work with engineering teams for new and improved processes including
process scale-up, equipment design, mechanical installation, initial
start-up and provide technical support for validation and
qualification activates.
. Develop manufacturing documentation; standard operating procedures
(SOPs), Manufacturing Layouts, calibration procedures, maintenance
repair procedures, ISO 9001 documentation and EH&S documentation.
. Provide operator training.
. Lead improvement projects to improve manufacturing efficiency to
reduce cost and improve productivity.
. Work with the quality team to resolve ISO non-compliance and CAPAs.
. Work with the safety team to meet EH&S and OSHA requirements.
. Determine root causes of failures using statistical methods and
recommend changes in process methods.
. Review activities to comply with engineering principles, best
practices and company standards.
. Report to Manufacturing Leadership on project status, performance
metrics and trends.
. Provide technical expertise to manufacturing support organizations.
AT&T - Training Manager - Atlanta, GA 1990 -
1994
Managed a corporate training department responsible for supporting the
following AT&T organizations in obtaining ISO 9001 certification: AT&T
Atlanta Works Manufacturing Plant, AT&T Material Logistics organization,
AT&T Network Capacity organization, AT&T Outside Plant Corporate
organization, AT&T Honduras Outside Plant project and AT&T Ecuador Outside
Plant project.
. Lead a project team of engineers, software developers, quality
auditors, technical writers, instructional designers, graphic artists,
web developers, and editors in developing Tier 1, 2, and 3 ISO
documentation and training.
. Develop business plans and project plans.
. Prepare quotes that accurately describe the plan, schedule and cost.
. Negotiate with VPs to obtain funding.
. Lead weekly project status meetings with project team.
. Perform risk assessment and created contingence plans.
. Hold bi-weekly status meetings with the management team.
. Lead cross-organizational teams in designing and documenting
organizational processes that meet ISO 9001, ISO 9002, ISO 14000, and
OSHA requirements. Lead development teams to international sites.
. Implement change management principles in redesigning processes.
. Coach and develop individuals as well as teams, helping them to
continually improve their skills, expand their responsibilities,
increase their productivity, and more readily accomplish the goals of
the organization.
. Communicate ISO 9001 project updates to the employee community.
. Roll out organizational processes and training to all affective teams.
. Lead the ISO auditors during the actual ISO 9001 assessment, domestic
and internationally.
. Work with the different organizations to resolve ISO non-compliance and
CAPAs.
. Report project status to the management team on resolving CAPAs.
AT&T - Senior Instructional Design - Winston-Salem, NC
1987 - 1990
Design, develop, and deliver training curriculums used to train customer
and sales associates on AT&T products, services and business processes.
1. Perform "needs assessment" to determine training needs, identify
learning gaps, and identify training objectives and measurements.
2. Develop teaching aids such as training handbooks and reference
material.
3. Conduct training sessions covering specified areas such as on-the-job
training, use of computers and software, sales techniques,
organizational processes and policies, manufacturing production
methods, safety, refresher training, upgrading, and leadership
development.
4. Test and analyzes training material and strategies.
5. Analyze training surveys used by students to evaluate training to
improve the learning experience. Create reports to upper management
summarizing the organizational training.
6. Schedule and register students for classes.
7. Setup the learning environment for onsite and remote training.
8. Provide train-the-trainer support.
9. Develop training that can easily be translated into foreign languages.
10. Manage multiple projects, setting project priorities to meet
organizational needs.
AT&T - Senior Technical Writer - Winston-Salem, NC 1984 -
1987
Design, develop, research, plan, publish, distribute, and maintain
documentation that effectively communicates information needed to install,
administer, test, operate, train, and maintain computer products, network
products and telecommunication equipment products.
1. Develop documentation in the areas of process development, product
designs, product manufacturing, marketing and sales.
2. Develop consistent documentation by following writing standards and
using software templates.
3. Develop documentation that can easily be translated into foreign
languages.
4. Manage multiple projects, setting project priorities to meet
organizational needs.
.
Education
Bachelors, Electrical Engineering Technology, minor: Computer Design,
University of North Carolina, Charlotte, NC
Software
Windows, Microsoft Office (Word, Excel, Access, Outlook, Internet
Explorer and PowerPoint), Microsoft Exchange, HTML, PeopleSoft CRM, SAP
CRM, SAP Sales, Siebel Sales, UNIX, C+, TCP-IP, Datakit, Macromedia
HomeSite, Microsoft FrontPage, Macromedia Dreamweaver, Macromedia Flash,
Docent Outliner, Visio Technical, CorelDraw, Adobe Acrobat, IPRAX,
Authorware, Microsoft Project, Microsoft Windows NetMeeting, Livelink,
QuickBooks Pro.
Military Experience
U.S. Navy, E-5 Radioman. Honorable Discharge.
Methodologies
Waterfall Software Development
Object-Oriented Software Development
Software Development Life Cycle (SDLC)
Lean Six Sigma
Information Technology Infrastructure Library (ITIL)
Information Mapping
ISO
Total Quality Management
Problem Base/Situation Base Training
Rapid eLearning Development
Knowledge Management
Contact this candidate