Customer Service Technical Support

John Di Stefano; 407-***-****: https://www.linkedin.com/in/johnrdistefano; **************@*****.***

Introduction (one minute)

Technology-centric leader, manager, and trainer with many years of documented and awarded accomplishments in command-level leadership, multi-unit management, international logistics/supply chain management, operations management, and sales (supporting documentation available). C-level presentation skills and high degree of computer literacy (several IT certifications). Gets outstanding results through selection, training, coaching, and follow-up through several levels of leadership of over 100 people and over many geographically-separated locations. Years of awarded P&L accountability or overall responsibility for multimillion-dollar operations. Spanish language ability (speak, read, write – basic level). Interests – aviation, piano, trumpet, technology, and auto mechanics.

Summary (two minutes)

- Technology and customer service

Customer advocate/level-one technical support representative with Verizon Wireless

Wireless Consultant with a large Verizon Premium Retailer (CSOKI)

Cingular wireless agent principal and satellite sales and service business owner

Computer services business owner

- BS in Psychology, minor in Spanish with many academic honors and awards

- Leadership - trained, supervised, and led over 100 employees through multiple levels of leadership

Company Command, 101st Airborne Division (Air Assault)

Global project management with Army Chief of Staff visibility

Multi-unit dining facility management (32 units) via multimillion-dollar food service contract administration

Multi-unit dining facility management (19 units) for Department of State

Restaurant general management, two restaurants

- Division-level logistics (subsistence supply)

- International logistics management (supply chain) (subsistence supply)

- Sales and sales management – frequently number one salesperson in the region, frequently in top 5% of region, number 7 of over 120 representatives in total 2014 earnings

- High school and junior high Spanish teacher

Details of accomplishments and experience

Verizon Wireless

Customer Service Representative/Advocate

Assist in real time Verizon customers with all aspects of their Verizon experience. Front-line problem solver. Have received several commendations from superiors and peers.

Cellular Sales/Verizon Wireless

Personal and Business Wireless Consultant

Marketed and sold Verizon Wireless services. Inducted into the 6K Black Coat Club for exceeding $6,000.00 in commissions in one month, many 5K and other awards. Number 7 of over 120 representatives in total 2014 earnings.

333 Computer Services, LLC

Owner and General Manager

Provided Remote Managed Services and Help Desk support to businesses. Provide IT on-site services to small businesses and home customers. Operated a general computer repair shop. Excellent technical proficiency and customer service were the hallmarks of this business as evidenced by the high level of repeat and referral business. A+ and HP certifications; Microsoft, Dell, and HP partner.

Hayti High School, Hayti, MO

High School Spanish Teacher

Had the privilege of teaching Spanish I and II full time to 99 high school students and faculty advisor to Spanish Club.

Pizza Hut/WingStreet; Cape Girardeau, MO

General Manager

Opened brand new $1 million Pizza Hut restaurant with the new WingStreet concept. Hired entire crew including several management personnel. Four subordinate managers and over 50 employees. P&L accountability.

- Met labor and food cost requirements from opening day

- Scored a 97% on first official Pizza Hut inspection

- Achieved 100% scores on 23 of 26 customer satisfaction surveys, with no score falling below 92%

- Achieved 14 consecutive 100% scores on customer satisfaction surveys, the best record in the history of the district

Krieger’s Hometown Sports Grill; Cape Girardeau, MO

General Manager

Operated a $1.7 million full-service, casual dining, sports-themed restaurant with bar. Five subordinate managers. P&L accountability.

- Reduced food cost from 33% to 30%

- Reduced liquor cost from 27% to 24%

- Reduced prime cost from 68% to 65%

Southeast Missouri State University; Cape Girardeau, MO

Full-Time Student, BS Psychology/Minor in Spanish.

- 4.0 grade point average

- Regional Research Award winner with talking presentation on my work with the Mere Exposure Effect, Midwestern Psychological Association

- Hoover Scholarship

- Best Internship Award for Industrial/Organizational Psychology Internship with a local neurosurgeon

- Provost's Award for Academic Excellence, College of Liberal Arts

- Past President and Member, Psi Chi Chapter, the National Honor Society in Psychology

- Chairman, University Student Research Conference

Accents and Accessories; Malden, MO

Owner and General Manager

Marketed and sold telecommunications services through Southwestern Bell Wireless (subsequently Cingular Wireless) and RadioComm. Marketed and sold satellite systems, jewelry and jewelry repair services, and provided UPS shipping services. P&L accountability.

Tennessee Cable Authority; Nashville, TN

Branch Manager and Outside Sales Representative

Created Branch Manager position and promoted into it. Opened and managed branch office to market and sell residential satellite systems in and around Paducah, KY. Hired and trained staff of four: two sales representatives and two installation technicians. P&L accountability.

- Generated over $247,000.00 in sales in 11 months

- Consistently exceeded sales goals by 12%: monthly goal was eight systems, we averaged nine @ $2500.00

As outside sales representative, marketed and sold residential satellite systems in and around the Nashville, TN area.

- Generated approximately $150,000.00 in sales in 12 months

- Consistently exceeded sales goals by 20%: monthly goal was four systems, I averaged five @ $2500.00

U.S. Army; Fort Sill, Oklahoma; Fort Chaffee, Arkansas; Fort Lee, Virginia; Seoul, Korea; Fort Campbell, Kentucky; Cairo, Egypt

Commissioned Officer

Logistics and Operations Management. Commanded a company in the 101st Airborne Division. Managed supply and transportation battalion’s food service operations. Managed wholesale food distribution, a commissary, major project management tasks, and several Army division level logistics assignments.

- Company Command – Commanded a Forward Supply Company in the 101st Airborne Division (Air Assault). Supplied a 4,000 soldier Air Assault Task Force with food, fuel, ammunition, major end items, and graves registration services; also led company to the first successful helicopter sling-loading of a Reverse Osmosis Water Purification Unit and to the first successful aircraft deployment of a 60,000-gallon-capacity Fuel System Supply Point on standard Air Force 463L pallets

- Contract Management/Multi-Unit Management – Saved the government over $300,000.00 as contracting officer’s representative for a $5 million food service contract that serviced 32 dining facilities (P&L accountability)

- Multi-Unit Management – Managed 19 dining facilities for the Department of State in support of 8,000 Cuban refugees and associated support personnel – maintained all accounts in tolerance (P&L accountability)

- Supply Chain Management

a) Maintained a multi-million dollar overseas wholesale food distribution operation that serviced 30 dining facilities to within 0.03% vs. the 0.3% requirement (P&L accountability)

b) Managed an overseas commissary with a lengthy and difficult surface ship and Air Force aircraft supply pipeline. Always exceeded in-stock requirements (P&L accountability)

- Training and Operations Management – Trained and operationally supervised up to 100 soldiers and civilian employees at a time through subordinate levels of management

- Project Management – Completed a major Army reorganization project for the Light Infantry Division Support Command of which there were five in the force structure in two years – three years ahead of schedule. This was a massive effort in which the Chief of Staff of the Army was specifically interested. The project required my constant coordination with several geographically separated Army garrisons and several decision briefings to general officers up to the four-star level. Led my team on two visits to each of the divisions on the ground to ensure the smoothest possible transition (on site in Alaska, Hawaii, New York, California, and Georgia)

Education

Southeast Missouri State University; Cape Girardeau, MO

Bachelor of Science, Psychology/Spanish Minor

Park University; Parkville, MO

Bachelor of Arts, Management

Organizations

- CompTIA

- Registered HP Partner

- Registered Microsoft Partner

- Member, McNair Scholars Program

- Member, Psychology Club

- President of local chapter and member, Psi Chi, the National Honor Society for psychology students

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