Manager Field Service

OBJECTIVE:

An analytical ELECTRONICS ENGINEER, with a solid employment background and training, seeks a managing career opportunity with an established organization to contribute to the company’s overall goals and growth, establishing proven methods to eliminate waste in daily processing and increase productivity and profit margins based on P&L analysis and planning

SUMMARY:

Over 30 years of services outsourcing experience in technology field

Experienced manager with permissive management style, conductive to building high and dynamic performance teams keeping company core values

Results-driven practitioner of industry recognized tools and methodologies to identify and eliminate waste in existing processes that include Lean Six Sigma and Project Management

EXPERIENCE:

Xerox Corporation, Charleston, SC April 2010 – Present

Account Operations Manager

Managing 14 accounts from Charleston-Greenville billing over 700,000 per month and 23 direct reports

Deliver operational excellence & SLA achievement, client satisfaction and retention.

Develop strong relationships with clients and teams (internally & externally), managing the P&L at account/contract level

Collaborate with internal senior leaders (sales and operations)

Identify additional opportunities to grow revenue and profit, reduce cost

Coordinate day to day Operations and Support

Incorporate and apply QwikSolver principles to existing process, eliminating waste

Apply Kaisen process as a backup strategy for continues improvement

Client Relationship Management

Services Delivery Operational Leadership

Xerox Global Services, Brooklyn Public Library, Brooklyn, NY March 2004 – March 2010

Account Solution Specialist

Monitor and dispatch Printers, Copiers, PCs and Kiosk service calls

Support and update Break-fix login

Plan Cash & Safe Collections throughout the Library system under P&L boundary.

Coordinate the ABC break-fix program (Servers, printers, copier, kiosk, monitors, keyboards)

Maintain Supply inventory control management program

Directed ABC weekly status meeting with BPL IT department and Public Services

Conduct Technology training support program to BPL Staff

Incorporate and manage Kaisen Events to existing process

Implement and supervised 5S organization in the workplace

Supervise Rapid Application Development (RAD) to some IT projects

Plan and coordinate equipment relocations throughout the branches using Via Xerox

Minolta Business Solutions, Hawthorne, NY March 2002 – December 2002

Field Service Manager

Coordinated daily operations and managed 12 field service representatives

Enhanced productivity in the North-East Westchester area

Incorporated and controlled parts & Supplies orders procedure

Boston Copico Division of Mac-Gray, Walpole, MA June 1994 – March 2002

NY Field Service Manager

Coordinated daily operations and managed 15 field service representatives

Controlled monthly quotas

Approval of parts orders

Managed inventory operations in regional facilities

Established and enforced inventory regulations in field sites

Developed a successful training program to new technicians

Improved service efficiency and customer satisfaction to Major accounts including New York Public Library system, Columbia University, CUNY, Pace University, Yeshiva University, Marcy College

M.D.M. Copying Services, New York, NY August 1986 – January 1992

Field Service Supervisor Engineer

Supervised six field service representatives

Managed Major accounts

Emphasized and coordinated Customer satisfaction

Diagnosed and overhauled electronics equipment issues

EDUCATION:

Dominican World University, Santo Domingo, DR March 1985

Major: Bachelor degree in Electronic Engineering

Currently Pursuing Master Degree in Business Administration (Keller Graduate School-DeVry University)

Active member of the Dominican College of Engineers

TRAININGS + COURSES:

Microsoft Certified Systems Engineer courses & training; A+ and N+ courses & training; Qwik Solver Six Sigma training; Six Sigma-Yellow Belt certification; Six Sigma-Green Belt pre-certification

XEROX TRAININGS:

GME Management Readiness Program; Lean Six Sigma Green Belt; Lean Six Sigma Yellow Belt; Continues Learning for future manager; Managing in a project environment; Xerox organization inclusion; Understanding the roll of a Project manager; XOS hosting technical overview; Xerox Report Manager; Xerox Service Portal; Xerox Help Desk; Xerox Asset Manager; Xerox Office Services; Xerox Device Manager

XEROX COURSES:

Coaching & Performance Management for New Managers; Resolving Conflict through Problem Solving; Brainstorming and Promoting Creative Thinking; Introduction to Finance; Financial Statements and Analysis; Accounting Fundamentals; Managing Time; Mayor Time Management Challenges; Teamwork and Emotional Intelligence; Effectively Communicating in Teams; The Basics of Listening; Listening For Comprehension; Listening For Higher Purposes; The Negotiation Process; Dynamics of Leadership; Coaching for Performance; Understanding and Confronting Performance Problems; Motivating and Recognizing Employees Performance; Removing Performance Barriers; The Mark of a Leader; Working Effectively with Customers; Building Effective Inter-gender Relationships; Managing Efficiencies of IT Projects; Executing, Monitoring & Controlling, and Closing a Project; Strategic Approaches to Managing IT Projects; QWKSLVR QwikSolver; Quality Assurance and Quality Control

SPECIAL SKILLS:

Ability to apply TQ concepts to eliminate process waste, cutting cycle time and improving customer satisfaction

Ability to use Six Sigma DMAIC methodology to reduce cost, increase productivity and efficiency to any existing process

Ability to apply Deming Cycle Methodology to growth profitability to any existing process

Ability to apply A3 problem solving technique to manage and control P&L projections.

Plan and develop RAD Methodology to IT process

Windows 95/98/2000/Xp Microsoft office (word, excel, power point, outlook, Visio)

Strong ability to read and consult electronic schematic diagrams

Ability to design electronic devices and use test equipment

Inventory Control Management experience

SEMINARS:

Effective Workgroups; Introduction to A3 Problem Solving Methodology; Error Proofing Methodology-“How to prevent errors”; How to Prevent Lean Implementation Failures- 10 Reasons Why Failures Occur; Accounting for Lean - What Operations needs to know; Calculating Kanban Quantities & Sizes; Dealing with Resistance to Lean at the Supervisory and Middle Management Levels; Introduction to Lean Supplier Development; Considerations & Guidelines for Starting a Total Productive Maintenance (TPM) Implementation; QWIK Solver; Management Awareness Program (MAP); Management Readiness Program (MRP)

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