Service Manager

JOHN W. MAMRAK

*** ******* ******* ****. ******, Ohio 44035 440-***-**** aczkfv@r.postjobfree.com

CAREER PROFILE

Technically focused service delivery professional with 20 years of experience leading IT, software support and service teams in Telecomm, Automotive, Logistics, Retail POS and Legal software development markets. Consistently successful in managing in-house or remote service centers and project teams implementing complex, enterprise-wide or multi-location and technical service delivery initiatives.

Focus and career path is centered on the development, management and operations of remote service delivery and software support teams following Six Sigma and LEAN management principles. Current service delivery management duties concentrated on KPI measurements, trending and operations intelligence for the individual, team and department resources.

CAREER HIGHLIGHTS

Project and team Management of multiple, simultaneously efforts including installation, implementation and continual improvement in call and contact centers.

Developed short and long-term operational strategies designed to bring cohesiveness to internal and external processes and procedures.

Successfully managed and maintained all internal systems (i.e. Telephony, Switches, Network, Servers and individual desktop systems), along with IT vendor management.

PROFESSIONAL EXPERIENCE

STRATEGIC PRODUCTS & SERVICES, Parsippany, NJ

A multi-vendor System Integrator for Unified Communication (UC) and Collaboration solutions. SPS designs, implements, manage and supports interconnected communication, focusing on the full array of UC technologies extends from telephony to video, mobility, instant messaging and presence (IM), contact centers, managed services and cloud-based solutions.

Manager of Operational Effectiveness & Efficiency June 2016 – January 2017

Focused on identifying KPI, trends and intelligence to improve the operational effectiveness of stakeholders and internal teams. The main focus was driving consistent and efficient processes to achieve all MS strategic goals and initiatives in a SaaS model.

Developed and implemented performance management and compensation systems to drive organizational focus and performance.

Developed short and long-term operational strategies designed to bring cohesiveness to internal and external processes and procedures.

Researched, evaluated and provided action plans for Customer Satisfaction for product support and Field Service operations in the telecom arena.

CMMI Compliance modeling and department improvement strategies improving to operational effectiveness.

Software Engineering Manager – Call Recording – [Nice & InContact] March 2009 – June 2016

Management of the software/hardware installation and implementation engineering, service delivery and support operations, service quality assurance, as well as resource development and support. Managed the RSD (Remote Service Delivery team charged with fulfilling T&M request from clients. Additional duties included escalation management, vendor channel and partner agreement management.

Managed product issue resolution to a 95% resolved remotely while sustained established performance levels.

Led continuous improvement increasing efficiencies, production stability, and quality. Established Key Performance Indicators (resource metrics) and Service SLA are with strategic partners.

Designed, developed and improved department processes and procedures to optimize workforce productivity.

Problem Management and Escalation Management responsibilities for team and clients.

Project Management of multiple, simultaneously efforts including installation, implementation and continual improvement.

Maintained resource certification and vendor compliance to retain Platinum Certification with NICE Systems for 10 consecutive years.

DIGIVOICE, INC., Akron, OH

The leading call recording U.S. Channel Partner for NICE Systems providing full sales, service delivery and support for call recording solutions targeting small and medium size contact centers within the insurance, financial and medical industries. Also supported Call Copy (InContact) and DVSAnalytics.

Technical Services Manager / IT Manager October 2005 to March 2009

Managed and directed the nationwide support and service delivery of enterprise-wide and small to medium business call recording and analytics solutions. Daily management and coordination of the Pre-Sales Engineering, Installation and hardware/software support and service delivery and IT teams.

Directed operations of hardware/software IT Systems, Pre-Sales engineering, Service Delivery & Support Center.

Managed and coordinated multiple project teams and service delivery in complex telecommunication environments.

Achieved TOP Service Provider by the worlds #1 Call Recording vendor (NICE) and increased service revenue by $1.2 million as a direct result of the reputation gained.

Risk Management and disaster recovery development and implementation.

OECONNECTION, INC., Richfield, OH

The automotive industry's largest software and technology manufacturing innovators of original equipment (OE) and replacement parts solutions.

Customer Care Manager January 2002 to August 2005

Newly formed ventured required the creation, staffing and operational management of the customer care department. This included installation, technical support, training and subscription specialists implementing and supporting the web-based part replacement solution.

Directed Customer enrollment, processing of over 22,000 subscriptions, and application training of approximately 12,500 subscribers supporting 9 applications and 5 programs.

Recruited, trained and coached Customer Care associates achieving a 3-year average retention rate of 90% against and industry average of 75%

Achieved Best in Practice for Class from The Help Desk Institute [HDI].

Additional work experience and details available upon request

EDUCATION / CERTIFICATIONS

Six Sigma Lean Black Belt.

Six Sigma Lean Management.

ITIL v3 Foundation.

HDI-Service Center Manager.

Knowledge Centered Services – KCS v5.

Six Sigma Greenbelt.

The University of Toledo, Toledo, OH Undergraduate Studies; Major: Information Systems

** Currently ENROLLED and working towards completion of BS. Est. completion 6/2018.

Belford University, B.S Information Systems (Currently not accredited in the United States).

TECHNICAL SKILLS

• Service Now • MS Excel • MS Office Suite • CRM • PowerPoint

• CRM • SharePoint • Visio • AVAYA • Cisco

PROFESSIONAL SKILLS

• Tactical and Strategic Planning • Strategic and Tactical Planning • Change Management

• ITSM and Service Delivery • Budgeting and Forecasting • Resource Development

• Strategic Partnerships Management • Channel Management • Call Center Operations

• Analytics, Metrics and Measures • Leadership and Development • Complex Service Delivery

MILITARY SERVICE

Ohio Army National Guard - 1985 – 1991

Served State Side during Operation Desert Shield/Storm

Combat Engineer – E4

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