Field Service Manager

Contact

Livonia, MI

248-***-**** (Mobile)

*******.******@*****.***

www.linkedin.com/in/gregory-

davert-8386b253 (LinkedIn)

Top Skills

Project Delivery

Employee Training

Ricoh

Certifications

ITIL Foundation Certification

Gregory Davert

Field Service Manager at Vereco Healthcare Solutions Livonia, Michigan, United States

Summary

I have extensive technical experience and a background in computer applications and computer environments. Proven logical, creative problem-solving, human relations skills, and excellent communication skills both written and verbal. Ability to troubleshoot complex technical issues and manage various processes to provide a solution. Ability to learn new technologies at an accelerated pace and a strong desire to learn about and work across multiple technologies and tools while always being a team player. Willingness to travel extensively.

Experience

Vereco Healthcare Solutions At UHS Behavioral Health Field Service Manager

August 2021 - January 2025 (3 years 6 months)

Detroit, Michigan, United States

As a Field Service Manager, I led, mentored, and supported a team of technicians across my assigned UHS (Universal Behavior Health Services) client multistate locations and ensured client equipment was fully maintained, and inventoried accurately while delivering service excellence. I provided technical oversight to ensure all SLAs (Service Level Agreements) and KPIs

(key performance indicators) were met, monitored, and within guidelines. I was responsible for overseeing day-to-day operations and ensuring the onsite teams were adequately and accurately maintaining parts inventory database of assets, and pool of functioning loaner equipment while managing outside service vendors. I developed and maintained relationships with facility stakeholders including the CFO. I coordinated replacement printers and copier leases based on monitored usage, wants, and needs. Xerox at Trinity Health

Technical Service Representative (Site) III

March 2021 - August 2021 (6 months)

Livonia, Michigan, United States

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As a Technical Service Representative at Trinity Health System, I support multiple accounts within my designated region by providing guidance, support, and technical expertise. I am responsible for identifying, maintaining, and updating the necessary technical standards including firmware, drivers, and associated software and operating system updates, all to ensure that the client print infrastructure meets or exceeds the manufacturer's recommended configuration and the optimized workflow of the end users. Providing coverage to account-based teams and assisting in new account setup and optimization within my assigned region. As a valued resource traveling throughout various accounts and locations, I assist in identifying ways to improve processes, optimize the use of print within our clients, and act as a subject matter expert for new teams to help with account setups.

CTG - Computer Task Group at Trinity Health

Technical Service Representative

November 2020 - March 2021 (5 months)

Livonia, Michigan, United States

As a Technical Service Representative, I support multiple accounts within my designated region by providing guidance, support and technical expertise. I am responsible for identifying, maintaining and updating the necessary technical standards including firmware, drivers and associated software and operating system updates, all to ensure that the client print infrastructure meets or exceeds the manufacturers recommended configuration and the optimized workflow of the end users. Providing coverage to account based teams and assisting in new account set up and optimization within my assigned region. As a valued resource traveling throughout various accounts and locations, I assist to identify ways to improve processes, optimize the use of print within our clients, and act as a subject matter expert for new teams to help with account set ups.

Vereco Healthcare Solutions at Trinity Health

Regional Technical Support Representative

March 2020 - November 2020 (9 months)

Livonia, MI

As the Regional Technical Service Representative, I support multiple accounts within my designated region by providing guidance, support and technical expertise. I am responsible for identifying, maintaining and updating the necessary technical standards including firmware, drivers and associated software and operating system updates, all to ensure that the client print infrastructure meets or exceeds the manufacturers recommended Page 2 of 6

configuration and the optimized workflow of the end users. Providing coverage to account based teams and assisting in new account set up and optimization within my assigned region. As a valued resource traveling throughout various accounts and locations, I assist to identify ways to improve processes, optimize the use of print within our clients, and act as a subject matter expert for new teams to help with account set ups.

Apex Systems at Trinity Health

Technician Service Representative

April 2019 - March 2020 (1 year)

Livonia, Michigan

I am a highly skilled Technical Service Representative and are capable of multitasking and managing a full workload. I am responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction with service and products. I fix and maintain networking, print, copy and scan equipment

(from multiple manufacturers) for our client and its local facilities.

• Collect printer meter reads (usage info.) and distribute toner

• Repair and maintenance of printers and print equipment from multiple manufacturers

• Customer service and support/troubleshooting of network and workstation printers

• Respond to customer support requests and ensure they are resolved quickly, accurately, and professionally (escalate problems to a technician as needed)

• Track and update service calls in a log and/or helpdesk application

• Maintain accurate device inventory

• Training for end users and troubleshooting devices or functionality as needed

• Provide 24/7 on-call rotation, regional coverage for multiple locations Tener Technologies, LLC

Information Technology Engineer

June 2018 - April 2019 (11 months)

Ferndale, MI

IT services and solutions provider in Ferndale, Mich., dedicated to maximizing technical efficiency for small to mid-size businesses throughout the Midwest. A Microsoft Gold Certified Partner, Tenertech provides network consulting, design and implementation, on-call technical support, Website, and multiple- platform server hosting, and software customization. Tenertech offers Page 3 of 6

expertise in Windows 7, Windows 2008, Windows XP, Linux, Novell, and Apple Macintosh operating systems, and is an authorized reseller for Hewlett- Packard and Cisco Systems.

- Fix all computer equipment including laptops, printers, Cell Phones, and tablets.

- Provide on-site enhancement, upgrade, and support services

- Build PCs, installed and configured operating systems and application software, and recommended antivirus and security procedures and tools.

- Identify risks and establish priorities in small to medium size organizations.

- Manage user accounts, passwords

- Undertaking routine preventative measures, maintaining and monitoring network performance to report to next level support

- Organize, communicate, and provide process improvement

- Work with HP equipment and tools

- Provide purchase estimates for hardware replacements including laptops, desktops and routing equipment

- Network cable drops and Cisco router, switches and Access point configuration and installation.

Accenture

11 years 1 month

SAP Infrastructure Support Specialist / Architectural Specialist At Dow Chemical

June 2013 - January 2018 (4 years 8 months)

Southfield, MI

This position is a Technical Specialist role in the Tech Management (TM) Reporting Team. The main focus of this role is to install, configure, upgrade, and create documentation to support the client’s reporting environments. Environments include: Statistical Analysis System (SAS) Systems, Applications, and Products (SAP); and Business Objects Business Intelligence

(BODS 3.x and 4.x). Provide detailed documentation for handoff to level 3 helpdesk support. Connect with SAP Technical Support to resolve issues arising from system changes or defects.

Primary Skills:

- Perform installations/upgrades

- Gather and document requirements as specified by client standards

- Design environment and security specifications

- Execute installations and upgrades of clients reporting software Page 4 of 6

- Ensure proper handoff of application support to Level 3 support team

(documentation, knowledge transfer, etc.)

- Review, approve, and uphold client documentation and implementation standards

- Represent team during project status meetings, and raise issues as necessary.

- Support applications owned by the Reporting Team

- Provide off-hours support for both scheduled and non-scheduled outages

- Contact vendor for high-risk issues impacting environments to coordinate resolutions for L3

SAS (Statistical Analysis System) Grid Manager: Administration June 2013 - January 2018 (4 years 8 months)

Southfield, MI

SAS Administrator 9.3 / SAS Grid Administrator 9.4 M3 a SAS Grid Manager Environment including the users, applications, and resources in that environment. Understanding of SAS Grid Manager Concepts and terminology and have a firm grasp of the fundamentals of the SAS Grid Manager architecture.

Primary Skills:

- Experience administering SAS GRID environment.

- Experience starting and stopping all SAS servers

- Experience monitoring grid and make sure that nodes are balanced with SAS generated code running efficiently across grid

- Ability to install hot fixes, service packs, upgrades as well as add-on software components.

- Experience troubleshooting GRID problems

- Experience migrating from non-grid to grid environments

- Experience configuring the GRID from the backend, utilization or command line commands and configuration files.

- Experience with Linux.

Accenture LLC at Dow Chemical Corporation

June 2013 - January 2018 (4 years 8 months)

Southfield, Michigan

As a Security Technical Analyst, I am responsible for altering any security guidelines that impact my teams reporting space. The position of the security analyst is to assure that all reporting security issues are addressed, any documentation that is shared between any technical management teams are Page 5 of 6

kept up to date, and assure that the application/Windows group membership stay within code per the clients standards.

- Modified security for multiple applications during company-impacting security overhauls in order to bring all security aspects to a uniform standard

- Create and modify current GPOs and OUs (per project) to align them with current company security policies

- Create/Update security documentation to explain any current security structure changes to insure that all technical management teams are up to date on all reporting security implementations

- Evaluate security credential needs (via internal security requests) for multiple reporting applications and grant the necessary access for multiple divisions of the technical management department

- Manage security within the clients internal credential housing website so that access can be audited and controlled

Sr. Analyst Information Technology

January 2007 - July 2013 (6 years 7 months)

Southfield, MI

Provide ongoing technical support and maintenance of production and development systems (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular vendors/brands.

IT Service Management certified (ITIL V3 - 2011), methods, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management and Service Desk. ITIL Service Delivery areas of Service Level, Availability, Capacity, Financial, and IT Service Continuity Management. Education

Embry-Riddle Aeronautical University

BS in Aeronautics, Business Administration, Management and Operations · (2007 - 2012)

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