Customer Service Technical Support

Ronald L. Sawyer

*** ******** ****** ********, ** 13224 315-***-**** ******@***********.***

IT & Project Management Professional

IT Services Training & Support Customer Service Graphic Design Team Leadership

Multifaceted and resourceful management professional with proven diverse experience in leadership of IT services and support, system administration, user training and development, and strategic business solutions to facilitate continuous improvements and operational efficiency. Proactive and creative problem solver with demonstrated success in training and development of top-performing project and technical support teams in a cohesive and productive environment. Proven history as successful business owner and operations manager of graphic design and production company. Collaborative and decisive manager with excellent interpersonal abilities to build rapport with clients, staff and other key stakeholders to ensure positive customer relations focused on quality, commitment and service excellence.

Core Competencies

Project Leadership Strategic Business Planning Client Relations & Customer Service Client Training & Support

System Installation, Upgrade, Troubleshooting & Repair Hardware & Software Continuous Improvements

Staff Supervision/Training/Performance Management Security, Data Backup & Disaster Recovery Graphic Design

Technical Expertise Resource Allocation Report Documentation Complex Problem Solving

Technical Proficiency:

Microsoft Office Suite; Adobe Creative Suite; Windows Macintosh; Linux & UNIX (AIX) Operating Systems;

C/C++; Java; JavaScript; Fortran; COBOL; Pascal and BASIC

Professional Highlights

IT Project Leadership – Led implementation of POS self-checkouts in northeast, biometrics POS devices in New York State, and deployment of iPad mini pilot in Onondaga County with software upgrades, imaging, BIOS setup and training of end users on systems.

Strategic Business Solutions – Oversee development and implementation of strategic planning in collaboration with Sales, Management, and Production teams for identification and recommendation of continuous improvement of systems and equipment to optimize operational efficiency and productivity and ensure long-term goals are met.

Customer and User Training – Provide leadership for planning and prioritization of customer training and support within compressed release schedules to meet projected milestones; train and support clients and users on software applications and hardware systems.

Client Relations and Service – Proactively create and develop sustained working relationships with clients, internal customers, technical vendors, and other key stakeholders to uphold long-term commitments and ensure quality and standards are met on projects.

Cloud Based System – Member of New York State’s award-winning Office of Children and Family Services (OCFS) Child Care Time and Attendance (CCTA) cloud-based SaaS system; managed implementation and provided outstanding customer service, training, and support for local IT, senior case managers and account managers in 9 counties.

IT Services and Technical Support – Oversee installation, upgrade, troubleshooting, and repair of software and hardware, manage regular backups of systems for recovery of data, archival and disaster recovery systems; prioritize work requests for equipment or personnel in production environments to minimize disruption of services.

Staff Supervision, Training & Performance Management – Recruit, supervise, train, and manage development of staff in production and administrative positions; ensure adequate resource allocation and scheduling of projects across MAC, Windows and UNIX systems.

Graphic Design & Production – Successful business owner with oversight of daily operations, accounting, billing, sales, marketing, and client account management for graphic design services to clients.

Ronald L. Sawyer Page 2

Professional Experience

The Computer Merchant, Ltd. (TCM) – CSC/Nationalgrid Account March 2016 -May 2016

Field Services Technician

Controltec Inc. – Cicero, NY October 2013 – October 2015

Client Training and Support Specialist / Deployment Tech

Self-Employed Contractor – Syracuse, NY February 2012 – October 2013

Lead Technician – Client Training, Support and Implementation

Controltec Inc. – Cicero, NY January 2011 – January 2012

Client Training and Support Specialist

Oswego County BOCES – Mexico, NY January 2009 – December 2011

Substitute Teacher

S&W Services Inc. – East Syracuse, NY June 2008 – October 2008

Construction Manager

B.C. Architectural Designs – Baltimore, MD January 2006 – April 2007

Sales / Design / Systems Administration

JNA Painting Co., Inc. – Baltimore, MD November 2003 – December 2005

Estimator / Project Manager / Desktop Support

Military Experience

United States Navy – Illustrator Draftsman, (DM2/E-5) Honorable Discharge

USS Coral Sea (CV-43) – DM2, Repair Party Leader, Supply Petty Officer

US Naval Academy – DM2, Systems Maintenance, Coordinator for Requisitions, Parts & Warehouse Section Leader

USS Iwo Jima (LPH-2) – DM2, Supply Petty Officer, Damage Control Plotter in DC Central, Petty Officer of the Watch, and Anti-Terrorist Team Leader

Pentagon – Chief of Naval Operations Current Intelligence – DM2, Supply Petty Officer and System Administrator

Education

Anne Arundel Community College – Associate of Arts Degree – General Studies

Oswego State – Information Science and Graphics – In Progress

US Navy – Basic Electronic & Electrical School, Magazine Sprinkler School and Ship Board Defense (Anti-Terrorism)

US Navy Awards & Recognition

Medals – Navy Achievement; Navy Expeditionary (2); Good Conduct (3); National Defense; Expert Rifleman

Ribbons – Meritorious Unit Commendation; Sea Service (3); Battle “E” (2); Sharp Shooter Pistol

Letters of Commendation

oRear Admiral T.F. Brown – Outstanding Support to Carrier Group

oCaptain J.B. Bond – Team Player against Decreasing Deadlines

oCaptain G.H. Dewhurst – Instrumental in Achieving Goals

Letters of Appreciation

oRear Admiral T.A. Brooks – Superb Performance during Operation Desert Storm

oCaptain J.B. Bond – Raising Money for Special Services

oMajor D.C. O’Brian, USMC – for Service Rendered

oCaptain A.L. Kilpatrick – For Renovations of Boston Whalers

oCommander R.L. Owens – Completion of Jobs outside Assigned Duties with Zeal/Outstanding Results

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