Supervisor, Quality Control, Managed Services

David Fernlund

EXECUTIVE SUMMARY

Manager/Supervisor with over 10 years of experience in Call Center/Help

Desk management, Technology deployment, and Service Delivery. An expert at

building consensus, leading people, managing relationships with strategic

partners, quality control, and leading strategic projects. A specialist in

designing, implementing, and managing processes related to Customer Service

and Managed Services.

FUNCTIONAL EXPERTISE

. Leadership and Team Building

. Process Design and Documentation

. Auditing

. Vendor management

. Training

. Customer Service

FUNCTIONAL EXPERTISE DEMONSTRATED

PCM Sales

Aug 2005 - Oct 2014

A Public traded(NYSE:PCMI) direct marketing company that offers technology

products and services to businesses, government, educational institutions

and individual customers with 2,892 employees and $1.4 Billion in

revenues.

Supervisor - Managed Service

Manage Customer Accounts for hardware, Call Center support, service

delivery for several fortune 500 companies (including Qualcomm, LPL

Financial, Jack-in-box and Trans-America) in the San Diego and Los Angeles

areas.

. Leadership and Team Building: Managed Service Accounts that generated

revue of $250,000 to $500K annually. Successfully lead a team of ~20

technicians that supported customer requests, including Tier one/Tier two

help desk, Break-fix activities, Printer maintenance, Imaging, and Tier one

network troubleshooting. Prepared and conducted regular performance

reviews, participated in the hiring of additional staff, and proactively

cultivated a culture of teamwork and individual accountability.

. Process Design and Documentation: Redesigned and implemented a Service

Dashboard to provide reporting indicating costs/time associated with

individual customer related projects. This improved customer billing

approvals by 20 percent. Standardized the processes for IMAC

(installation, moves, changes and additions), which improved customer

employee downtime by 15 percent.

. Vendor management: Managed Vendors to supply additional resources for Ad-

Hoc projects at LPL Financial (San Diego CA, and Charlotte NC) and

Qualcomm, ensuring that all billing/costs/time meet the customer service

level agreements. Coordinated with Vendors for delivery and installation

of Telephones, Monitors, Printers and associated IT equipment, ensuring

customer expectations were exceeded

. Customer Service: Developed and Maintained long-lasting relationships

with customers/clients while providing support for requests and special

requests including Unix/Linux deployment, Network infrastructure

installation, New/Retrofitted Building activation, Telecom rollouts.

Primerica December 2002 to

December 2005

A distributor of financial services and sells products through

representatives in the United States, Canada, Puerto Rico and Guam with

2,606 employees and $1.26 Billion in revenue.

District Leader

Provide financial services (Insurance, Securities, financial planning and

retirement plans, Home buying) to families and small to medium size

business.

. Leadership and Team Building: Managed a team of 6 analysts that provided

financial planning to families. Meet with each analyst weekly to discuss

their goals and achievements, as well as how they could support the vision

of the company and their clients

. Training: Provided cross-training for a team of 15 of analysts, ensuring

that each member of the team was providing the best service for our

clients.

. Customer Service: Developed with clients a personalized financial

plan/budget so that each family had a

roadmap to their future.

Axitron August

2000 - December 2004

Specializes in manufacturing metal-organic chemical vapor

deposition (MOCVD) equipment, for clients in the semiconductor industry.

Quality Control Engineer

Provided QC/QA of vapor and vacuum equipment prior to final acceptance and

shipment to customer locations in the USA and Europe.

. Process Design and Documentation: Designed and implemented testing

scenarios that reflected installation that customer locations, reducing

time required for final acceptance at customer site by 10 percent.

Developed MS access database for tracking problems associated with Quality

Control and problems found in the field by the field service engineers

which helped to reduce final acceptance and customer site installation time

by 10 percent.

. Auditing: Developed a database for tracking and Auditing hardware

returned by customers (RMA program) reducing time for

refund/replacement/repair/Auditing by 15 percent. Redesigned the audit

process for new hardware being shipped to the customer sites helping to

reduce customer acceptance by 10 percent

.Customer Service: Coordinated with on site engineers and customers to

resolve issues that arose from either factory or on site testing of the

equipment.

VOLUNTEERISM

American Society for Quality, section 0613, membership chair 09/01 to 06/04

Elite Leads, June 2004 to November 2004

Community Emergency Response Team - Chula Vista October 2009 to October

2010

Redistricting for the city of Chula Vista - April 2015 to June 2015

EDUCATION

Associates of Arts (Physiology). New Mexico Junior College (Hobbs, New

Mexico)

OTHER RELEVANT INFORMATION

Computer skills: MS Office (Advanced), Google Apps (Intermediate), Java

(Basic), Ruby on Rails (Basic), PHP (Basic), Unix/Linux (Intermediate),

Android (Basic), IOS (Basic), Apple swift (Basic), SQL (intermediate),

E: acp06z@r.postjobfree.com T: +1-858-***-****

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