Technical Support Customer Service

KRISTOPHER S. DAVIS

**** ****** **** **, ****** TX 76248

Cell Phone: 817-***-****

Email:****.*****@**************.***

SUMMARY OF EXPERTISE

Technical Support Management ($2Billion/year) Cost-Reduction Strategies ($10 Million) Merger and Acquisition

Customer Service Management ($150 Million/year) International Management (50 Countries) Gap Analysis

Call Center Management (multiple Sites, 250 Reps) Budgeting ($10 Million) P/L Analysis

Customer Relations Management (1,200 customers) Delivery & Implementation Manufacturing

Sales Management ($16 Million/year) Application Development ($5 Million) Partner Management

PROFESSIONAL EXPERIENCE

BrightStar Care – Fort Worth, TX 2013-Present

I purchased a 65 person Home Health Franchise

Owner / Managing Partner / CFO / Administrator (2013-Present)

Managed 120 employees performing unskilled and skilled home care to local customers. Over three million dollars a year in sales. Increases quality by 40% and managed profitability from negative to positive

Verdant Services – Keller, TX 2012-2013

I left a fortune 50 company to work for a small start-up with 17 employees.

Practice Lead – PLM for Process (2012-2013)

Managed PLM for Process Practice which includes: Hosting, Managed Services, Help Desk Support, sales, and service delivery. Increased Hosting by 145% annually. Increased Managed Services by 750% and increased hourly rate from $135/hr to $185/hour

Created 24x7 support team and built an internal University to support internal and external customer needs utilizing Moodle.com and Articulate Storyline

Sprint – Fort Worth, TX 1998-2012

ProBusiness Partners, handling a section of business that Sprint did not want to support as they migrated away from a consulting division. Once the contracts were up we dissolved the company and I returned to Sprint.

Manager Customer Service Technical Support (2007-2011)

Manager Customer Service Care (2003-2007)

International Project Manager IV (2001-2003)

Director Sales & Operations - ProBusiness Partners (2000-2001)

Major Account Manager (1998-2000)

Solutions Engineer (1998)

Enhanced Wireless Technical Support – 60 reps – This team provides national Tier III, helpdesk to helpdesk, Support for Sprint’s largest business customers. I integrated two teams from the Sprint/Nextel merger with less than 100 customers supported and grew the support to over 1200 business customers. I enhanced the process to include a 24x7 support model, an offline team to handle email transactions, and a website which streamlined the departments 58 tier II applications, which increased productivity and efficiency.

Business Wireless Technical Support – 120 reps – This team provides Tier II end user support for over 10 million business subscriptions. This customer base represents roughly $2 Billion dollars of revenue annually.

Business Wireless Ticket Resolution Team – 20 reps – Created and built a Tier III technical escalation team for BWTS/EWTS. This entity manages ticket escalations which are routed to over 1000 different fix agents. Partnering and facilitating are key success measures for this team.

Wireless Regional Support – 125 reps – This team provides regional care support for roughly 1,000 enterprise customers. We provide dedicated care support and managed billing worth $150 Million a year.

Dedicated Care Support – 30 reps – Built and managed Sprint’s top 100 Wireless Customers.

Public Safety – 30 Reps – This team manages military, government, law enforcement, and public safety entities. Additional levels of security and access are required which other Sprint entities do not have access to.

Custom Network Solutions – 30 reps – This team provides national support for in-building installations of bi-directional antenna’s and other custom hardware and software that are required for larger business customers.

International Project Manager IV – Built a support model for the top 100 International Customers.

I hired 24 technical professionals and sold over $1 million dollars in the first year of a start-up company (ProBusiness Partners). We provided Internet Security Assessments for Exxon/Mobil, and provided helpdesk support for Motorola and ST Micro Electronics.

I supported annual revenue from $2 million to $16 million. I closed a $5 million contract with The Associates which later became Citi Bank. I turned 10 unsatisfied customers into 10 happy customers.

Home Insurance Company / DEC / REM – Grand Rapids, MI 1995-1998

These companies are grouped together because I worked as a Regional Engineer at Home Insurance Company and they were bought by Zurich American Insurance and they outsourced to Digital Equipment Corporation (DEC) and they spun off a new company called Risk Enterprise Management (REM).

Regional Systems Engineer

Managed eight offices in five states providing system and desktop support for over 1000 users, supported PBX, routers, switches, and servers.

Systems Engineer (Midwest Region) – I managed 4 offices. I managed the NT, Novell, and Unix Servers. I monitored the performance of the network and worked with corporate to streamline the systems. I coordinated multiple office moves and worked as primary contact for the vendors and business managers.

HP Openview Installation (Global) – I installed and configured HP Openview to manage 3000+ global devices.

Built a Data Center (Canada) – I designed, deployed, and managed Cisco 75xx, 26xx routers and Cisco PIX firewalls. I managed the migration and built out of a data center to over 250 remote offices.

Migrated a Telecommunication Network (Hawaii) – I redesigned and migrated a network for 50 remote offices

Network Redesign (Puerto Rico) – I redesigned a satellite network for 50 Puerto Rico offices.

Verified Network Redesign (Japan) – I redesigned a network for data communications for 250 remote offices.

Grand Valley State University – Grand Rapids, MI 1991-1996

While at college I worked two jobs as a lab supervisor and a system engineer where we managed campus networks for over 20,000 students and 1,400 teachers.

Systems Engineer / Lab Supervisor

Lab Manager – I managed over 100 lab assistants. I was in charge of hiring, scheduling, reviewing, and training. During that time, my team built five new labs. I staffed and trained all employees for these facilities.

Teacher – I taught over 100 college classes (400 Level Courses) in the computer lab for various professors. These classes were for education students and instructed them on how to utilize computers and internet in their classrooms. (I also published a paper on this topic and spoke at the second International World Wide Web Conference in Chicago)

Systems Engineer – I trained new consultants and maintained the campus networks, including: Token Ring, Ethernet, fiber optics, and satellite. I managed the UNIX, NT, AppleTalk, and Novell networks.

ADDITIONAL EXPERIENCE

Westwood College – Fort Worth, TX 2009 – 2012

I started teaching part time as a way to offset the cost of my PhD.

Adjunct Instructor

Math – College Math, Algebra, Geometry, Statistics

Business – Introduction to Business, Human Resources, Business Law, Ethics, Introduction to Marketing

Management –Conflict Management, Stress Management, Leadership, Operations Management

Courses Taught:

MTH107 College Math (1 term) BUS100 Intro to Business (3 terms) MGT100 Principles of MGT (2 terms)

MTH111 Algebra (2 terms) BUS110 Human Resources (2 terms) MGT210 Conflict Management (1 term)

MTH211 Geometry (3 terms) BUS210 Business Law (1 term) MGT220 Stress Management (1 term)

MTH221 Trigonometry (1 term) BUS300 Ethics (1 term) MGT230 Principles of Small Bus (1 term)

MTH340 Statistics (1 term) BUS320 International Business (1 term) MGT300 Leadership (1 term)

MKT100 Intro to Market (1 term) BUS350 Organizational Theory (1 term) MGT310 Project Management (1 term)

Business Curriculum Committee 2011 MGT400 Operations MGT (SME)

EDUCATION

Walden University - PhD – Finance - Mergers and Acquisitions (Estimated 2015) – 142 Credits

Dallas Baptist University - MBA – International Business 2007

Strayer University - BS – Internetworking Technologies 2005

North Lake College – Project Management 2011

Grand Valley State University – N/A – Computer Science / Computer Engineering - 130 Credits

AWARDS

Annual Top Performer Award (Sprint)

2015 Brand Advocate of the Year

Sales Award 100% of Quota (Sprint)

2017 Best Home Health Care in Keller, TX

Silver Eagle Award (Sprint)

2018 Best Home Health Care in Grapevine, TX

Jaycee of the Month – Marketing Award

Publication in the 2nd International WWW Conference

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