Field Service Manager

Thomas Mills

**** ****** ******* ****., #**** • Port Orange, FL 32129 • 386-***-**** • acrnuy@r.postjobfree.com

Field Service Manager • IT Program / Project Manager

Results-focused leader specializing in driving IT / business growth by initiating dynamic solutions to support wide-ranging systems / networks eager to offer proven professional talents toward maximizing your success.

Profile of Qualifications

Information technology professional with over 20 years of experience IT optimization and life cycles management from conception to completion including regular updates to stakeholders and management through expectations through planning and communication.

Cross-functional experience and specializing in IT Program Management, Project Management, Migrations / Integrations, SLA Management, Enterprise Implementations, and Testing / Quality Assurance, and I am well-versed in Strategic Analysis / Planning, Client / Government Relations, Compliance, Resource Optimization, Leadership, and Customer Relationship Management.

Committed to aligning technology and business to create a cost effective solution for private and government entities.

IT Professional that is passionate and believes in teamwork while leading successful projects to completion.

Ambitious self-starter who contributes attention-to-detail and analytical abilities, with the ability to take the initiative and lead value-added team efforts and resolve critical IT issues to boost operational systems / network success.

Top performer who effectively uses operations, technical, project support, and interpersonal skills to benefit the company.

Professional Synopsis

Pomeroy IT Solutions, Deland, FL 2006 – Present

Southeast Field Service Supervisor (2006 – Present)

Managing Public and Private Sectors for IT solutions covering 7 states and a total of 30 technicians. Responsibility Includes Scheduling, Absence Management, Training, Coaching, Performance Review, Forecasting, P&L, Budgeting, SLA’s, and RFP’s.

Accounts include multiple locations, businesses and local governments throughout the southeast.

Full Range of support for client services including Disaster Recovery, Compliance, Helpdesk, Break/Fix, Warranty, Installations, and POS systems.

Prepare reports and updates to clients and management on a weekly basis.

Reduced operating cost by 28%.

Increased performance metrics KPI in region to 97.8% and customer satisfaction to 99.2%.

Utilize broad scope of industry knowledge and dynamic technical acumen toward supporting quotes, purchasing, storage, pre-installation prep, installation, hardware/software installation and configuration, networking, warranty, de-installation, disposal, buyback, and return to vendor.

Maximize contract success by proficiently overseeing 5,000+ systems.

Managing 4-year replacement cycles while overseeing $4.9 million in equipment and storage.

Revenue of location increase of 12%

Cunningham Field & Research, Ormond Beach, FL 2004 – 2006

IT Manager

Strategically steered multi-level IT departmental operations, including cost-effectively managing budgets, handling high-volume scheduling at multiple location and managing human resources functions to maximize core efficiencies.

Led targeted decision-making among 58 locations in the United States and Canada, including providing support for 1,200+ users.

Provided reports directly to Clients and CEO in a timely manner.

International Speedway Corporation (ISC), Daytona Beach, FL 1999 – 2004

IT Manager

Oversee IT Dept. of ISC including corporate office and multiple race tracks with comprehensive IT challenges such as hardware, software, networking setups for main racing events.

Managed a 40 person team of technicians including scheduling, budgeting, coaching, expense approval, and forecasting.

Blizzard Computers, Jacksonville, FL 1998 – 2006

Service Delivery Manager – Eastern and Central Florida

Managed a 30 member team of technicians in performing business and residential IT support.

This included HP, Dell and Gateway on-site tech assistance.

Duties include but are not limited to training, coaching, scheduling, deployment, and budgeting.

Increased Revenue by 15% while decreasing expenses by 28%.

Wal-Mart Stores Inc, New Smyrna Beach, FL 1989 – 1998

Assistant Store Manager

Managed Garden Center, Pets, Health and Beauty Aids, Toys, and Sport Goods.

In charge of All Scheduling, Hiring/Firing, Budget, Approving all promotions.

Increased secret shopper approval ratings of area from 75% to 89%

Decreased Shrinkage in all depts. by more than 8% yearly.

Increased Revenue by no less than 5.5% yearly.

Education & Professional Development

Bachelor of Science in Business Southern College

Professional Development

ITIL Certifications:

ITIL v3 2011 Certifications

• ITIL v3 2011 Foundation (CURRENTLY TRAINING)

Criminal Justice Information Service

• CJIS Security Clearance level 3

Microsoft Certifications:

MCSA Certification

• Managing Office 365 Identities and Requirements

• Enabling Office 365 Services

MCSE Certification

• MCSE Server Infrastructure 2012

• MCSE Server 2003

• MCSE 2000

• MCSE NT 4.0

CompTia Certifications:

• CompTIA Project +

• CompTIA Network+

• CompTIA Security+

• CompTIA A+

HP Certifications:

HP Desktops and Workstations

• HP Support Certified - Desktops, Workstations and Notebooks

• HP Technical Certified I - Desktops, Workstations and Notebooks

HP Networking

• APS - Networking Certified

HP Printing and Multifunction

• Imaging and Printing Services and Solutions Certified

HP Servers

• Industry Standard Server Solutions Certified

HP Services

• Networking Solutions and Services Certified

• Printing and Computing Services Certified

HP Solutions

• Project & Portfolio Management v9 Certified

Areas of Expertise

• POS Systems- Radiant, NCR, and others

• Active Directory

• 20+ years Management Exp.

• Planning and Financials

• Quality Assurance

• Vendor Management

• Private and Government Sectors

• Process and Procedures

• IT Infrastructure Design

• Enterprise Resource Planning

• Request for Proposal

• Service Level Agreement

• P&L, Forecasting and Budgeting

• Microsoft Operation Systems

• CJIS Sec. Clearance Lvl 3

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