Electronic Technician Help Desk

WADE MAKAENA-GORDON

**** * **** ******, ******, CO 80221 ~ 949-***-**** ~ ************@*****.***

OPERATIONS MANAGEMENT

Project Management ~ Process Improvements ~ Change Management ~ Administrative Management ~ Strategic Planning ~ Logistics ~ Inventory Control ~ Tracking Systems ~ Policies & Procedures ~ OSHA ~ Statistical/Metric Analysis ~ Team Building ~ Training ~ Quality Assurance

Over twenty years of increasing responsibility in highly competitive business environments. Using interpersonal and analytical skills, leadership ability and managerial strengths, successfully achieved and exceeded bottom line financial objectives. Recognized as an innovator and complex problem solver with ability to create and implement process improvements across multiple departments in a wide range of industries.

Managed difficult situations, ranging from start-up operations through turnaround challenges have presented opportunities to exceed expectations. Through effective training, mentoring and leadership by example, facilitated staff to reach their full potential.

KEY ACCOMPLISHMENTS

Turned around highly disorganized and poorly performing operations department by creating and implementing new processes, policies & procedures, service level agreements (SLA) and FTE structure, definitions and job descriptions that led to improved team moral, career development and a proactive problem resolution attitude.

Created reporting tools and reports from data-mining the; what, when, where and how of operations department production that allowed department to see the departments actual production rates and progress which led to improved production by 30%.

Developed live time reporting on team activities and progress and trending reports on production and productivity that led to resetting the teams structure, job titles, pay scale and career paths that resulted in overall team performance improvement of 80% and first-time task resolution of 60%.

Identified, proposed, tested and implemented an asset management system that replaced existing Help Desk software and improved response time by 30%, decreased issue resolution time and allowed for increased production without increase in staff.

Managed company acquisitions, capital goods, relocation and dissolution of headquarters operations including outplacement of existing staff on schedule while maintaining morale and facilitating 75% team in finding new employment.

Defined and developed all necessary requirements for life support equipment overhaul program from 1 machine to 8, including identifying parts and labor to implement the programs, and hired and trained team that launched all 8 new overhaul programs successfully.

Resolved production flow issues for a repair shop by restructuring shop layout, developing new process and procedures that resulted in productivity increase of 100%.

Developed and implemented a manual process that resolved incorrect customer billing database that lowered address and returned billing from 40% to 10% thus improving customer relations and insuring fewer late charges.

Streamlined user set-up process by changing inbound and receipt of request procedure and tasking team to perform the operation that reduced the process from 4 days to 24 hours of request.

Developed a nation-wide strategy for implementing a company upgrade of PC’s from a mixture of Windows 95 to NT to Windows 2000 in less than 30 days for over 1000 multi-state users, while maintaining daily operations with a crew of 4.

Built team that created, developed and implemented a streamlined, accountable, and accurate reporting billing process and procedure that improved the entire billing process by 20% and “on-time” billing from 30% to 95%.

Restructured branch facility to meet OSHA standards in equipment cross contamination and redesigned shipping and receiving process of equipment and servicing and retooled staff and scheduling that resulted in improved branch performance by 20% and reducing on-call and overtime expense by 50%.

CAREER HISTORY

Project Management/Consultant 2004-Present

Hey-G Consulting, Denver, CO – Consulting

Autonomously manage national broadband network (1,000+ circuits). Work with carriers, aggregators and vendors regarding contracts, pricing, installation, maintenance, repair and if necessary, cancellation of circuits. Provide project management, training, logistics, process, procedures, methodology, design, and new analytic approaches that allowed managers to understand and respond effectively to daily operations and issues.

Manager, IT Operations 2000-2004

ONYX Acceptance Corporation, Foothill Ranch, CA – Automobile Lending

Responsible for daily management of operations of a Network Operations Center and Help Desk for more than 1,000 users and staff of 24. Developed, implemented and maintained policies, procedures and tracking systems. Created metric data and trend analysis for cross-functional teams.

Director, Operation Service 1999-2000

Manager, Traffic Department 1998-1999

Account Manager 1998

National Water & Power, Irvine, CA – Utility billing for multi-tenant real estate industry

Responsible for the development of new and existing departments including creating operational policies and performance standards and special projects geared towards streamlining processes and reducing expenses. Responsible for mailroom staff, operations, and production of monthly invoicing. Interface for USPS and fulfillment house operations, troubleshooting, and process improvement.

Manager, Branch Operations 1997

Supervisor, Biomedical Repair 1987-1997

MEDIQ/PRN, Orange and Santa Fe Springs, CA – Critical care equipment provider

Responsible for supervising all operational aspects for a medical equipment rental business including maintaining logistics, warehouse, inventory and service to customers. Managed staff of 20 and annual revenue of $3.6M.

Lead Electronic Technician 1984-1987

OXY MEDICAL, Santa Fe Springs, CA

Responsible for overhauling, reconditioning, repair and service of life support equipment.

EDUCATION

A.S. Electronic Engineering

ITT Technical, Buena Park, CA

Excellence in Manufacturing Management Certificate

California State University Fullerton, Fullerton, CA

COMPUTER SKILLS

Windows 10, Microsoft Office Professional, Microsoft Teams, Crystal Reports, Altiris, Visio, and PC hardware and software installation.

Contact this candidate