Engineer Customer Service

DAVID R. SIKORSKI

SUMMARY

I am a technology service manager with 10 years in the technology industry and 18 years in the military as a leader and operations supervisor. I have a proven track record in leadership, solution development, process refinement, and customer service. I have lived and worked overseas, specifically in Germany, for 10 years. This unique opportunity enhanced my customer service skills in providing support for global clients, both in and out of the military. Some of my noteworthy accomplishments are;

Placed in leadership and operations roles above my current position.

Viewed by my peers and supervisors as a subject matter expert.

Noted by clients (internal and external) for excellence in customer service.

Fostering positive relationships with sales to over achieve revenue goals and enhancing workflow/opportunity engagement, to be less of a sales inhibitor.

I believe I would be a great fit for your company given my diverse background in the information technology solution industry along with my military planning and leadership background. I am a result driven Management professional with proven track record in opportunity feasibility and profitability analysis and price model development. Coupled with my extensive background in leadership, operations management, project and service management and superior client retention skills. I am Process orientated with solid analytical problem solving abilities. I am an out of the box thinker with a proven track record for successful solution development, project implementation and financial oversight.

Accomplishments

• Provided sales support; specifically sales presentations, responses for proposals, and analysis of opportunity profitability.

• Developed project and program metrics that quantified measurable and comparative results; attainment of a 97% customer satisfaction rating of exceeds expectations and produced 3% to 10% higher gross profits.

• Developed an executive summary tool to measure budget to forecast revenues by customer and branch, comparative trend analysis, and service utilizations.

• Built standardized, repeatable processes and management tools that ensured consistency of service deliverables, inventory administration, and financial management and forecasting; these products produced efficiencies that increase service profit margins by accurately planning resources, materials, and assets.

• Provided resource management, project coordination and sales support on opportunities to grow the regional business ensuring risk protection, compliance in client requirements and the establishment the pricing of the solution.

• Developed opportunity solutions by proactively projecting client needs, implementing best practices for business process and flow, and determine overall cost and profitability.

• Produced project documents consisting of the scope of work, statement of work, project and branch financials, project schedules, administrative and project work instructions.

• Created a process for sales allowing a more efficient means of qualifying opportunities, engaging service delivery management and produced the ability to measure “Win” performance.

• Compiled and edited comprehensive activity, payroll (outsourced/internal labor), productivity, and revenue reconciliation/profitability reports.

• Fostered superior relationships with project stakeholders resulting in an increase of 72% project contracts awarded directly to the organization.

• Developed and presented technical solution presentations of services offerings and capabilities to clients at executive management levels.

• Wrote statements of work, scopes of work, and project plans and bill of materials ensuring all requirements, expectations, legal limitations - liability and profitability were adhered to.

• Recruited, positioned and maintained staffing levels to meet service requirements, while maintaining company profitability and customer satisfaction.

• Full P&L responsibility for Wisconsin’s service organization and financial over site of the Southeast Region.

• Managed vendor contracts, 3rd party agreements and temporary staffing exceeding $100,000 per month.

• Successfully managed a territorial sign maintenance program for a national retail chain covering 6 states and an Electronic Messaging Unit maintenance program for 27 states.

• Developed a comprehensive sign face refurbishment program which enabled customers to retain their current signs for an extended period of time.

• Analyzed opportunities within a sign maintenance organization to deliver highest possible customer satisfaction and drive profitability

• Highly proficient in Microsoft Office applications; Excel, Word and PowerPoint.

Work History

IMAGECARE MAINTENANCE SOLUTIONS Clearwater, FL 2007 – 2011

Project Manager, Service Manager, Field Manager

INSIGHT (COMARK) WAUKESHA, WI - Tampa, FL 1999 - 2007

Network Engineer, Project Coordinator, Service Manager, Operations Manager

SARCOM, Fishers, IN 1997 - 1998

Client Support Analyst, Projects Coordinator

US ARMY RETIRED 1977 – 1995

• Ft. Benjamin Harrison, IN Military Advisor, SFC (E-7) 1992 – 1995

• Baumholder, Germany Engineer Operations, SFC (E7) 1988 - 1992

• Ft. Knox, KY Engineer Platoon Sgt, SSG (E6) 1986 - 1988

• Darmstadt, Germany Engineer Platoon Sgt, SSG (E6) 1983 - 1986

• Presidio of San Francisco, CA Engineer Supervisor, SGT (E5) 1980 - 1993

• Aschaffenburg, Germany Engineer, SPC (E4) 1979 - 1980

• Ft Ord, CA Engineer, PFC (E3) 1977 - 1979

Education and Specialized Training

Indiana University / Purdue University, B.S in Architectural Technology, GPA 3.62 – Not Completed

Vincennes University, A.A. in General Studies, GPA 3.65 – Not Completed

Comark/Insight Corporate Management Continuing Education – 1999 through 2006

Directing, Controlling, and Managing Projects – Skill-Path 1999

Sarcom Project Management Training 1998

Microsoft Certified Systems Engineer Training 1997

Battle Staff Non Commissioned Officers Course 1994.

Advanced Non Commissioned Officers Course (Engineer) 1988.

Contact Information

Address: 13245 Radnor Way

Fishers, IN 46038

Phone: 317-***-****

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

Linkedin profile: http://www.linkedin.com/pub/david-sikorski/2/b04/a1b

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