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Support Technician Service Manager

Location:
Columbia, SC
Salary:
29169
Posted:
July 14, 2021

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Resume:

Dennis Scott

Cell: 762-***-**** Email: adnpzv@r.postjobfree.com

http://linkedin.com/in/dennis-scott-373374135

Profile Summary

Currently a field service manager looking to transition back into the IT industry. With proven success in coaching, development and revenue growth I only accept a ready to go attitude and exceptional work ethic from direct reports. I am effective at implementing strategic improvement plans aligned with company mission, values and goals. My personal passion for success and personal growth have been beneficial in all past professional experiences.

Education

H.S. DIPLOMA MAY 2011 Academy of Richmond County H.S.

Experience

DISH NETWORK MARCH 2019 – PRESENT

Remote Field Service Manager

●Mentor and lead a team of sales technicians, providing the support necessary to meet monthly goals in quality, completion, productivity, and customer satisfaction.

●Perform field evaluations to ensure acceptable levels of work and safety processes continue to meet company standards.

●Experience in low voltage installations.

●Build employee schedules, manage office budget to include fleet.

●Use professional written and interpersonal skills when communicating with customers and clients.

VERIZON WIRELESS JUNE 2011 - FEB 2019

Tier 2 Technical Support Technician Technical Support Team Lead

●Working in a Tier 2 technical support role in inbound call center, address and resolve customer inquiries with urgency while providing courteous, efficient, and professional customer service.

●Communicate with customer to identify service issues, resolve end user incidents and requests, and escalate calls to field service engineers when necessary.

●Use ticketing system to track and route problem requests and document issues to resolution.

●Responsible for leading, mentoring and coaching technical support team, successful in consistently exceeding quarterly metrics.

●Utilized Proprietary software to remote access into client devices to troubleshoot advanced issues.

●Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations

●Continued focus for skill growth in the following areas: escalation of customer concerns, technical assistance, communication skills and leadership of diverse teams.



Contact this candidate