Technical Support Project Manager
Resume:
RAFAEL HICKS
**** **** ********** ***, *******, Tx 77084 C: 832-***-**** *********@*****.***
PROFESSIONAL SUMMARY
Experienced manager with excellent client and project management skills. Action-oriented with strong
ability to communicate effectively with technology, executive, and business audiences.
SKILLS
AC/DC control circuitry Previous technical support experience
Control circuit troubleshooting Works well in a team environment
Strong customer focus Windows [XP],[8]
Quality assurance
Complex issues management
Understanding of client business requirements
Complex technical information
Excellent interpersonal skills
WORK HISTORY
Project Manager
CalAtlantic - Houston, TX 07/2012 - 06/2015
Responsible for managing the installation of security systems. Had to manage the budget, man hours and
completion date. Responsible for keeping contact with upper management on the progress of each
project.
Completed an average of 3 installs per Month.
Contacted new and existing customers to discuss their needs, and to explain how these needs could be
met by specific products and services.
Emphasized product features based on analyses of customers' needs, and on technical knowledge of
product capabilities and limitations
Interpreted and validated technical issues, test solutions, follow-up and escalate when necessary.
Maintained detailed documentation through logging of support cases, e-mail and knowledge base
articles for client and internal use.
Provided high level and in depth technical support by resolving inquiries by phone, e-mail and web, in
a manner and time frame consistent with department and team service levels and goals.
Worked collaboratively with clients, team members, implementation consultants, and resources across
the company to achieve desired results.
Install Technichian
Sentry Surveillance - Kennesaw, GA 11/2010 - 06/2012
Completed an average of 4 installs per Week.
Completed an average of 5 repairs per Week.
Contacted new and existing customers to discuss their needs, and to explain how these needs could be
met by specific products and services.
Emphasized product features based on analyses of customers' needs, and on technical knowledge of
product capabilities and limitations
Interpreted and validated technical issues, test solutions, follow-up and escalate when necessary.
Maintained detailed documentation through logging of support cases, e-mail and knowledge base
articles for client and internal use.
Owned and addressed client needs and product issues from inception to resolution.
Provided high level and in depth technical support by resolving inquiries by phone, e-mail and web, in
a manner and time frame consistent with department and team service levels and goals.
Selected the correct products or assist customers in making product selections, based on customers'
needs, product specifications, and applicable regulations.
Worked collaboratively with clients, team members, implementation consultants, and resources across
the company to achieve desired results.
EDUCATION
Associate of Science: Business Management
University of Phoenix - Houston, TX
Contact this candidate