Service Manager
Resume:
Joseph P. Gingrow
Johnson City, TN 37604
Cell: 423-***-****
*******@*******.***
Summary
An accomplished and motivated results driven technical operations leader with extensive
experience in all facets of field service, inventory control and planning, process improvement,
cost control, and employee management. Leverages practical experience with employee
communications, successful team building to achieve goals while maintaining high emplo yee
and customer satisfaction levels.
Experience
TOLT Solutions (Formerly Kyrus Solutions, Agilysys, Inc.), Taylors, South Carolina
Account Manager, 2014
Manage retail grocery in store Point of Sale and IT hardware maintenance contracts.
Transitioned direct report employees to manager from TOLT Services Group following merger
with TOLT Service Group.
Agilysys, Inc. (Formerly Kyrus Corporation, Inc., Mid-South Data Systems),
Taylors, South Carolina
Manager Hardware Services, 1996 to 2014
Managed field hardware service teams supporting regional retail grocery accounts with
contracted responsibility for in store Point of Sale and IT hardware repairs. Software
reimaging as required by contract to return equipment to full operation. Responsible for
meeting contracted service level agreement (SLA’s) equipment repair completion times. Also
customer satisfaction with management in stores and corporate key contacts.
Management tasks,
Employee Recruitment and Termination Customer Service Escalations
Employee Annual Reviews Customer Monthly Service Reports
Employee Expense Report Approval Customer Monthly Review Meetings
Policy and Procedure Administration Review and Process Billable Service
PTO and On-Call Scheduling Contract Additions for New Equipment
Time Card Approval Review Contracted Equipment Inventory
Company Van Inspections Update Contracts with Equipment Upgrades -
Monitor Service Call Status and New Installs
Parts Escalation for Open Calls Backed up other Managers as needed
Annual Tech Parts Inventory Reconciliation
Review Monthly Tech Reports on SLA’s, Part Usage, and Overtime
Mid-South Data Systems (Formerly Mid-South Cash Register), Kingsport, Tennessee
Assistant Service Manager, 1987 to 1996
Preformed as lead tech providing level III support to key customers and training to local techs
in additional to daily duties of managing a local field service territory and On-Call as
scheduled. Worked with key customers on overnight system installs and ongoing overnight
system hardware and software upgrades. Preformed and managed preventive maintenance and
scheduling for key store POS systems. Backed up Service Manager for customer and employee
issues when on vacation.
Mid-South Data Systems (Formerly Mid-South Cash Register), Kingsport, Tennessee
Senior Service Technician/ Service Technician, 1976 to 1987
Managed assigned local territory and On-Call as scheduled. Responsible for daily fix and repair
of assigned cash register and POS system calls. Along with administrative duties including but
not limited to van parts management, shop parts repairs, parts shipping, maintain tech manual
updates, service call closing, customer preventive maintenance, maintenance and care of
company vehicle.
Education
United Electronics Institute, Louisville, Kentucky
Graduated 1973, Electronics Technology and Electronics Technician Diploma
Smyrna High School, Smyrna, Tennessee
Graduated 1971
Computer Skills
Microsoft Word, Excel, Access, FrontPage, Visio, also Monarch, Metrix, SyncBack, FileZilla
Additional Education
Vendor computer repair and software training was provided by Sweda International (6 weeks
is Parsippany, NJ), Data Terminal Systems (2 weeks in Boston, MA), Datachecker/National
Semiconductor (5 weeks in Sunnyvale, CA ), Seiko Computers (1 week in Dallas, TX), Novel, (1
week in Charlotte, NC), IBM (3 weeks in Raleigh, NC)
Additional Certifications
CompTIA A+ Certified CompTIA Network+ Certified
Merit Recognition Award
Agilysys Circle of Excellence Award
References
Reynold Danesi, 104 Autumn Hill Road, Greer, SC 29651 – Phone 864-***-****
James Norris, 329 Belton Drive, Williamston, SC 29697 – Phone 864-***-****
Dr. John Angelopoulos, 1904 Rustic Road, Johnson City, TN 37604 – Phone 423-***-****
Contact this candidate