Senior Customer Service Account Manager

SUMMARY

As a highly dependable professional with 25 years of superior customer service in the computer industry, I will consistently drive action and results. My strengths include management of complex service support for critical account relationships.

PROFESSIONAL EMPLOYMENT

EMC Corporation, Eden Prairie, Minnesota

Early Retirement September 2013 to Current

Volunteered services to build sound system requirements and install system at local church, New Prague.

Volunteered services as sound technician for shows/concerts/events at New Prague High School.

Volunteered services to College Works Painters in support of son’s college internship.

Volunteered services to Second Harvest Heartland food bank.

Senior Customer Service Account Manager 2000 to September 2013

Consistent execution of all Data Storage and Software Maintenance Support Services to strategic Federal and Commercial accounts. Served as an ambassador to the customer, nurturing customer relationships to ensure loyalty. Identified, informed and coordinated with account teams leveraging resources to exceed expectations. Used reporting and trending analysis to provide detailed recommendations as appropriate.

Principal Duties:

Consistency in delivery, processing and implementation of all service related items including change requests and reconfigurations. Reinforcing support to the customer.

Facilitation of service related activities while maintaining awareness of all parties on complex service matters while demonstrating strong leadership, particularly during a crisis event.

Driving and coordinating change management processes. Managing projects to include mechanical replacements, data migrations and installed hardware.

Ensuring effective communication of all project statuses, technical queries and problem resolutions across customer, sales and service resources.

Ensuring suitable levels of service personnel while driving action plans.

Developing and maintaining account equipment portfolios, configurations and microcode status.

Providing mentoring to multiple account management protégés.

Served as interim District Service Manager and mentor to incoming manager.

Assigned Service Account Manager Accounts: UNISYS, Target, US Bank, UnitedHealth Group, US Postal Service and Social Security Administration.

Received both Regional and divisional recognition for outstanding customer service.

Multi-Platinum Award Winner.

Systems Engineer 1999 to 2000

Identify and assist sales by defining systems hardware and software architecture and installation requirements.

Senior Customer Service Engineer 1996 to 1999

Responsibility for installations, service, maintenance and customer loyalty of Main Frame and Open Systems accounts.

Numerous awards in recognition of team spirit and customer satisfaction.

IBM Corporation, Minneapolis, Minnesota

Customer Engineer 1988 to 1996

Responsible for service repair and customer satisfaction of Point of Sale (POS) Systems, Large System Main Frames and RISC System 6000 computer customers in the Metropolitan area.

Largest territory in the Metro area while maintaining highest degree of customer satisfaction.

Repeatedly recognized for contributions of superior performance.

Independent Employment, Minneapolis, MN

Independent Recording Engineer and Producer 1984 to 1988

Continuous independent employment at leading studio in Minneapolis;

Coordination of recording projects for over fifty musical groups.

Distributed on Warner Bros., CBS, A&M and Twin Tone Records.

Contributed to studio design and provided technical maintenance.

Twice nominated for Engineer of the Year by the Minnesota Music Academy, 1985 and 1986.

Owner, Recording Studio 1978 to 1984

As owner of a Twin Cities based recording studio, responsibilities included business management, production and technical maintenance.

Generated 6 years of consistent revenue growth.

EDUCATION

Hennepin Technical Institute; Computer Programming, 1987 to 1988

Dunwoody Institute, Auto Mechanics, 1970 to 1972

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