Raymundo Medina Jr.

**** ***** ***** ****** • Chicago, Illinois 60623 • 773-***-**** • acxcac@r.postjobfree.com

PROFILE

Highly accomplished manager with more than 12 years of experience in Mobility Solutions, Sales, Account Management, and Operations. Diverse knowledge in a wide array of Mobile Device Management (MDM) Solutions. Recognized for team-oriented mentality, customer-focused approach, ability to learn and adapt to changing environments and enthusiasm for new challenges. Skilled at providing multi-tier support to internal/external users as well as diagnosing, and troubleshooting issues. Fluent in Spanish and English.

CORE COMPETENCIES

Technical Troubleshooting

Migrations & Deployments

User Training & Documentation

Performance Management

Hardware Configurations

Security, Backup & Recovery

Software Installs

Quality Control Management

Problem Diagnosis

Active Directory User Mgmt.

LAN Connectivity

Project Management

TECHNICAL EXPERIENCE

Mobility Device Management (MDM) solutions: AirWatch, Mobileiron, Citrix XenMobile, Afaria, MaaS360, BES, Good, BoxTone, McAfee EMM, Tangoe and Soti.

Mobile Platforms: iOS, Android, Windows Mobile, BlackBerry

Mobile Technologies: GSM, CDMA, TDMA, LTE, EVDO

Server Applications: Active Directory, ActiveSync, Citrix Receiver, PowerShell

Operating Systems: Windows 2008 Server, Windows XP, Windows 7, Mac OS X

Service Management Systems: Service-Now, Remedy, EZWim, Salesforce, TEM, Broadworks, Akixi, iCore Admin, iCore Call Recorder

Networking: Understanding of TCP/IP, LAN/WAN, VPN/Remote Connectivity, Cisco Secure VPN, RSA Secure ID, and SSL Certificates.

EDUCATION

Columbia College, Chicago, Illinois

Bachelor’s Degree in Audio Arts & Acoustics – 2007

Morton College, Stickney, Illinois

Associate’s Degree in Arts – 2003

CERTIFICATIONS

Mobileiron Support Specialist Fundamentals

AirWatch Technical Presales Professional

Soti Certified MobiControl Professional

AWARDS

2015 Whatever It Takes Award

2015 DMI CARPEDM Award

PROFESSIONAL EXPERIENCE

Digital Management, Inc. Lincolnshire, Illinois

Global Service Desk Manager Present

Maintain professional and technical knowledge of MDM platforms.

Manage domestic and international Support Centers.

Maintain and replace equipment such as routers, POE switches, and VOIP phones as needed by evaluating and implementing upgrades.

Manage user accounts using Active Roles Console for user groups and ActiveSync.

Create, change, and manage of IP phones and extensions using Vonage Site Management Console

Partnered up with internal IT team to assist with daily support of user functions including software, hardware, network, and active directory account issues.

Liaison between Development, Product Management and Sales to identify and correct customer issues.

Ensure all applicable SLA’s and KPI metrics meet or exceed target levels; analyzing data and trends.

Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, productivity, quality, and customer-service standards.

Seek and implement improvements and innovations that increase operational efficiency and effectiveness.

Recruit, select, orient, and train candidates for Service Desk positions as technicians and administrators.

Developed agents and team leaders through coaching and training to achieve targets and excellent levels of customer service.

Prepare performance reports by collecting, analyzing, and summarizing data and trends.

Ensure team maintains close attention to detail, sense of urgency, and mission focus in service delivery.

Improve the operational systems, processes and policies in support of organizations mission --specifically, support better management reporting, information flow and management.

Play a significant role in long-term planning, including an initiative geared toward operational excellence.

Digital Management, Inc. Lincolnshire, Illinois

Senior Lead Mobility Support Engineer 2015

Provide Technical Support for Commercial, and Government end-users utilizing various MDM solutions throughout the U.S. and overseas.

Supported company network system TCP/IP LAN/WAN, wireless and network printer setups.

Provide leadership and coaching to Tier 1 and Tier 2 agents regarding performance and training needs including listening to agent calls and review of email incident responses.

Assist in mentoring and developing new talent by providing direction regarding MDM platform processes, and product to improve customer services, and quality of performance.

Manage and review procedures and processes and recommend new operational improvements.

Develop significant reputation for leadership due to excellent relationships with employees and willingness to lead by example.

Within a 3 month period, reduced the average number of open customer Incidents from 45 + to 10 at any given time by implementing multiple processes and communications within the organization.

Monitor and ensure customer service levels are met.

Continue to be an active Service Desk agent particularly during peak periods.

Proactively take ownership of an issue and work closely with the customer and internal support groups to diagnose the issue and find resolution quickly and accurately.

Proven ability to multi-task with assigned projects and see them through to completion with minimal supervision.

Provide technical knowledge sharing with team members through documentation created and one on one conversation.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Created and maintained a knowledge base of issues, resolutions, cases, configuration guides, and FAQs.

Review incoming requests, both verbal and in email form, sort, code, and prioritize for proper action.

Developed complete job descriptions for all Hosting and Corporate Help Desk personnel.

Member of a Career Path Focus Group created by carefully selected members to develop a career path platform to maximise DMI’s Talent.

Received “Whatever it takes Award” and the “DMI CARPEDM Award” for exemplary leadership for 2015.

Digital Management, Inc. Lincolnshire, Illinois

Mobility Support Engineer/Voice Technology Systems Administrator 2013

Provide global assistance and support to solve 1st, 2nd, and 3rd level technical support issues for a diversified client base

Configure, administer, and monitor various Mobile Device Management systems managing over 150,000 devices.

Administered user’s AD profiles for granting and removing accesses.

Implemented PowerShell scripts to automate wide variety of server/infrastructure tasks.

Assisted with deployments and support of approximately 65,000 new android, iOS, Windows, and Blackberry users for individual Government and Commercial Fortune 500 companies.

Provided support for remote users using Remote Desktop Connection, VMware console, Lync 2010.

Evaluated and tested cellular/data device hardware and software applications from Sprint, T-Mobile, Verizon and AT&T, for production implementation.

Supported a pilot of new smartphone users through production implementation.

Utilize automated Service-Now and other information systems to analyze customer situations.

Reviewed incoming requests, both verbal and in email form, sort, code, and prioritize for proper action.

Proven ability to multi-task with assigned projects and see them through to completion with minimal supervision.

Serve as Subject Matter Expert (SME) for taking ownership of issues and working closely with the customer and internal support groups to diagnose the issue and find resolution quickly and accurately.

Provide technical knowledge sharing with team members through documentation and presentations.

Maintained currency of systems by working with relevant departments to implement hardware, software and firmware product upgrades and commission network services.

Avoided downtime by identifying, analyzing and solving system performance problems as well as analyzing trouble reports, alarm trends and history printouts and effectively correcting any issues.

Maintained consistent high level of service by providing daily software / hardware support to fellow team members, assisting in training new staff and documenting common complex procedures.

Improved communication by serving as liaison between system users and software / hardware providers as well as writing chronological reports on users-reported troubles.

Demonstrate superior customer service even under tight deadlines and conditions of critical urgency.

Responsible for identifying, testing, sectionalizing and dispatching troubles with Avaya & Vonage/iCore VoIP System.

Administer, maintain, and support voice technology hardware and software inventory.

U.S. CELLULAR, Chicago, Illinois 2013

Consultant / Manager

Assisted with leadership, operations and achieving store budget objectives while creating the ideal customer experience.

Participated in implementation of company-wide initiative for device workshops, a customer engagement program for customers to learn about devices.

Top Performer of the Year for 2011 & 2012

Top Store Sales in the Company Achievement Award (2nd quarter 2012) for over 200% in sales to goal.

Manager for launch of new locations and led teams to drive sales above expectations, 140% of quota and above initial quarters post launch.

Selected by Sales Director as Lead Trainer of the Leadership of the Future Program designed to develop new managers in training.

Helped lead the store by maintaining focus on sales and being a positive role model to others during a $5 million market transition.

Trained associates in the 5-Step Sales Process to enhance customer experience and improve habit tracking to reduce churn.

Participated in marketing efforts to solicit new business, including but not limited to outbound calling, community involvement, outreach programs, and designing of marketing collateral.

Coordinated successful growth events to promote our U.S. Cellular brand within the community.

Recruit, hired, trained, and evaluated a cross functional staff

RADIOSHACK INC., Chicago, Illinois 2009

Multi-Unit Retail Store Manager

Store Manager for SCK Kiosk owned and operated by RadioShack, Inc. Responsibilities included sales training and coaching, merchandising, customer retention, staffing, sales forecasting and planning, personal sales, P&L, and the ordering and monitoring of inventory.

Launched new store locations and led teams to drive sales above expectations, 126% of quota and above during initial quarters post launch.

Responsible for the development and promotion of 3 high-potential associates into management roles.

Involved in staffing and training managers and associates for numerous locations.

Assisted District Manager with Store Audits.

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