Customer Service Manager
Resume:
John DiMaggio
Commack, N.Y. ****5
Home 631-***-****
Cell - 631-***-****
Email: ************@*****.***
Work Experience
Samson Technologies
Customer Service Manager
2020-present
Communicate with product users via Zendesk support ticket program, email, and telephone.
Diagnose product or user issues, submit support tickets for return of products or educate users in proper use of products.
I have products returned to my desk/bench and personally repair the products for return to customer on special accounts.
Contact and inform research and development on reoccurring problems and help work out product solutions.
Create support documents for customers to use to understand and operate products successfully.
Create organizational documents for customer service agents to use so all Customer service agents are on the same page.
Dale Pro Audio
Product Specialist / Sales / Sale Support
2014 – 2020 (laid off due to Covid 19)
Phone and in store sales support. Technical support for sales in wireless communications, Computer setups in complex audio systems, commercial audio installations, and general support for customers to achieve a better understanding complex products.
Went on site surveys with salesmen to help determine gear needed to fulfill client’s needs.
Worked with all sales reps to schedule all product training.
Edit and produce all video for new products after all tradeshows for website and social media.
Designed layout and made all wiring needed for in house recording studio and public event room giving a place to demonstrate products sold in store and a place for manufacturers to rent to show their products.
Set up a service and repair center for the brand ADAM Audio in house. Id all repairs and service for the North East.
Service clients such as HBO, NBC Sports, Vice, to analyze and acoustically tune rooms and suggest electronic products for install.
Note* at this job, I perform a variety of tasks. I was asked to take care of whatever needs to be taken care of, so I interact with all departments doing whatever needs to be done. From connecting the IT department to the sales team so they can more efficiently do their work to building wiring matrixes and setting up wireless systems for customers, I do what I am asked to do. If I don’t already know it, I learn it quickly. I did whatever it took to keep the company running smoothly.
ADAM Audio
Technical Manager
2011 – 2014 (left due to company changing hands, unsure of company’s future)
Set up and managed in-house repair of all ADAM Audio products closing most outside service centers in exchange for a faster and more efficient in-house repair department.
Managed all parts ordering from parent company in Germany.
Handled all customer service calls for the US.
Handled all in studio audio monitor repairs for high end clients in New York and Los Angeles.
Inventory manager
Did all order input
Samson Technologies
1993 - 2011
Samson Marketing.
Guided the marketing team for technical accuracy in advertisements and web content, working as a conduit between R & D and Marketing.
Produced all video content, Shooting, script writing, editing, and voice over on instructional video for web in Final cut pro or Adobe Premier Pro and in Pro Tools.
1998-2000 - Research and Development.
Traveled to Germany to work with the engineering team on a line of digital processors.
Traveled to China to work with engineers on line of analog processors.
Created all silkscreen artwork for Samson products.
1997-1998 - Product specialist
Handled all tradeshows and level 2 support for all Samson products including Hartke, Zoom, Samson Wireless and Samson Audio processors.
Rep support - training and traveling with reps.
Performed live demo's for Hartke amplifiers when traveling with reps. .
1996-1997 – level 2 Customer service
Part of the customer service team all Samson product lines.
Authored user friendly "user manuals" (pre video) for many Behringer products.
Answered any technically difficult telephone questions from customer base.
1993-1995 – Technician
audio processor repair for Behringer, then distributed by Samson.
Only repair person in the USA for the Behringer line of products.
Achieved a less than 2 week turnaround on all repairs.
1994 – Technician
Repair of large frame recording and live consoles for Soundtracs, then distributed by Samson.
Traveled to England to learn Soundtracs large console sales and support. Responsible for both on site and in the field repairs of north east large frame consoles.
1993 - Technician
Hired for Samson audio products at start of the Audio product line.
Repair of all Samson audio products.
Audio precision setup and operation for quality control on Samson's first line of live mixers.
1983 - 1987 Recording Studio Owner
Built and ran my own recording studio in Brooklyn N.Y.
Worked as a Musician right out of high school. Traveled the US, Canada and the Virgin Islands working with acts such as Chuck Berry, Bo Diddly, and many other artists from the 50's and 60's.
Education
1973 - Elmont Memorial High School
1992 Grumman Data Institute, Electronic theory and Electronic repair. Computer theory and computer repair.
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