Operations Manager Customer Service
Resume:
George Puente
Fort Worth, Texas
************@*****.***
Linkedln: www.linkedin.com/in/george-puente
5S Process Engineer Customer Service Microsoft Office Process-Improvement Audit Risk Assessment SOP Six Sigma Green Belt Certified KPI Lean Manufacturing KPI
ISO 9000
Experience:
CTDI
Operations Manager (06/2023 – Present)
•Oversee the day to day operations of the rack integration project
•Meet and exceed customer KPI’s including but not limited to On time Delivery as well as CTQ’s.
•Supported startup for rack integration for high visibility customer
•Created documents, process flows and work instructions for new business
•Created requisitions for tooling needed for builds
•Hired a technical team as well as supporting cast
•Communicated with customers daily and created a road map for high visibility request.
•Worked with PM on floor layout and flow.
•Tested ERP system from receiving, production and shipping. Provided data and guidance to developers to make ERP system user friendly.
•Created proven solving and root cause analysis for any escapes.
CSAT-Solutions
Operations Manager (10/2020 – 06/2023)
•Managed a team of 2 supervisors and 2 engineers with 45 associates to deliver the customers desired results. Met our monthly KPI in production as well as quality For end Customer Zebra Solutions.
•Responsible for increasing productivity by 10% by introducing Lean Manufacturing processes.
•Developed a sense of trust with my associates by empowering them and trusting their skills and having an open mind to new ideas and opinions.
•Reduced headcount by 15% while keeping up with production and reducing Overtime
Process & Quality Engineer (12/2018 – 10/2020)
•Responsible for responding to customers concerns and coordinating corrective actions and 8D processes.
•Subject matter expert in customizing Zebra printers to customer specific requirements.
•Responsible for creating SOP’s and work instructions to be used by associates.
•Maintain and configure PC’s and test equipment.
•Create a workflow and standardized all production lines regardless of complexity and size.
•Oversee the controlled document system to include final reviews of changes to procedure, work instructions, forms, and all other documents associated with quality.
•Verify accuracy of incoming inventory as well as creating documentation and Poke yokes to eliminate defects.
•Establish work procedures or schedules and keep track of the daily work in order to meet KPI’s.
•Evaluate failures and coordinate dispositions with customer.
•Created Failure Mode and Effect Analysis to identify CTQ issues.
DHL – CSAT
Production Supervisor (04/2017-11/2018)
•Ensures all technicians and operators are adequately supplied with appropriate tools and equipment.
• Assigns units for repair to staff ensuring acceptable balance to achieve productivity and quality goals.
• Provides and/or secures assistance and support for their staff.
• Responsible for process compliance including 5S, collecting the data necessary for corrective and preventive action, and reports result to manager
•Supervises employees to ensure they follow the company’s policies and practices,
• Interacts with cross-functional groups as necessary to ensure
•Assigned work, set completion dates, reviewed work, and managed performance in accordance with organizational policies, procedures, and performance management processes.
•Established an environment of teamwork, employee involvement/empowerment, fairness, and consistency.
•Conducted performance reviews, coach and train direct employees.
Hewlett Packard
Service Delivery Engineer (01/2013 - 2/2016)
•Responsible for data migration to cloud based servers.
•Tested multi-factor authentication on servers and pc per customer requirements.
•Diagnosed and resolved hardware, system software, and network problems.
•Configured roles and admin rights on PC’s as well as Servers.
•Responsible for database management and strategies including the installation, configuration, administration and maintenance of network systems.
•Maintained and configure HP VLS storage array.
•Diagnosed and troubleshoot HP 3Par systems array.
•Maintained and configured HP ProLiant server series.
•Configured and installed hardware and software on PC’s and servers & Printers.
•Analyzed complex logs and determine course of action for hardware repairs.
•Setup and maintained VMware virtualization software.
Cellular One(
Network Technician (04/2010 - 01/2013)
•Configured TCP/IP network for secure and reliable operation.
•Maintained and configured Shortel VoIP telephone Systems.
•Maintained and configured DNS, DHCP and Static IP Servers.
•Configured and maintained Active Directory for new and obsolete users and permissions for PC’s and Users.
•Offered technical support for LAN/WAN operations.
•Maintained and troubleshoot network systems including but not limited to Cisco Routers and Switches as well servers.
Motorola Inc. McAllen, Texas
Principal Technician (07/1997 - 09/2009)
•Analyzed data processing requirements.
•Planned data processing system that would provide system capabilities required for projected workloads.
•Wrote, designed and produced Standard Operating Procedures as well as work instructions.
•Developed layout and installation of new system or modification of existing system.
•Instrumental in the implementation of 5s, Lean and Six Sigma methodologies.
•Trained and managed 15 associates Lean and Six Sigma principles and achieved significant improvements in their productivity.
•Analyzed information to determine, recommend and plan layout for type of computers, peripheral equipment and modifications to existing system.
Education:
Colorado Technical University Colorado
Computer Science
Languages:
•Proficient in English and Spanish
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