Project Manager Customer Service

Larry Dixon, Jr.

**** ******** ***** ***, *******, NC 27606 919-***-**** ******@*****.***

Customer Service and Technical Support Engineer

Field Support Engineer with over 20 years experience troubleshooting and maintaining a multi-vendor, multi-platform computer environment. Adept at prioritizing and managing multiple tasks with accurate results in a timely manner. Exceptional client relation skills proven by numerous commendations for consistently exceeding customer expectations and minimizing downtime. Thrives as a team player and also works exceptionally well independently. Extensive qualifications in all facets of project life-cycle from team building, conceptual design and feasibility analysis through development, implementation, and training.

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• Failure Analysis & Repair • High Profile Account Specialist

• Preventive Maintenance • A+ Certified

• Hardware/Software Integration • Laser/ Dot Matrix Printers/Plotters

• Microsoft Windows/Office

• Project Manager • On Site Customer Training

• Desktop/Laptop Refresh

Professional Experience

Northrop Grumman, RTP, NC Oct 2005-Oct 2009

Project Manager/Field Support Engineer 4

Installed, serviced, and maintained multi-vendor laptops, desktops, HP Printers and servers as a field support technician to many clients. Promoted to project manager to coordinate projects across diverse operational and IT organizations, securing commitments, resources, and schedules to provide desktop support.

• HP/Ericsson Project, RTP October 2008 - October 2009 Responsible for supporting all HP Laptops, desktops, provided printer maintenance, server maintenance, asset management, and tape backup

• HP/Nortel Project, RTP March 2006 - October 2008 Project manager and Team Lead. Directed and managed a team of eleven mixed-level technicians to provided desktop support and quality customer service, created a team exclusively for executive support as way to bring in more revenue, handled several pc refresh projects by hiring contractors, assigned and distributed tickets to team members while maintaining a balanced workload, handled customer complaint resolution, Personnel management and successful in building an effective team

• HP/(MCI/Verizon) Project, Cary January 2005 – March 2006 Project manager and Team Lead Responsible for desktop and laptop support, software installation and patching, and asset management. Provided user support and training, assisted management and executives with operational needs and reporting. Led a team of three to provide desktop support.

• Field engineer October 2005 – January 2005 Traveled to multiple customers that contracted Northrop Grumman to provide technical support and repair services to multi-vendor systems.

Hewlett-Packard, Compaq, Digital Equipment, RTP, NC 1998-2005

Field Support Engineer 4 / Field Engineer Support

Responsible for analyzing, diagnosing and servicing servers, PC’s, laptops and all related peripherals, including a large variety of laser and dot matrix printers, in a multi-vendor, multi-platform environment. Installed, configured, and provided preventive maintenance on desktops, laptops, servers, and printers in a timely manner that pleased the customers. Managed multiple projects including replacing systems & networks and installing new equipment

• North Carolina Senators Dole and Edwards among many satisfied clients- rewrote procedures and completed installation for their offices in less than 3 days each.

• Earned several awards and recognition for outstanding customer relations, exclusively requested

• Provided on-site training and support for end users

• Roving troubleshooter for high profile, urgent accounts in Southeast US

• Eliminated downtime through installation of new and loaned equipment for key Nextel account

Digital Equipment Corporation, Research Triangle Park, NC 1997-1998

PC SERVICenter Manager

Handled daily operations for a computer retail store including the management of four contract employees. Coordinated and assisted in the design, start-up, staffing and training process.

• Opened 2 stores modeled from this prototype in other locations.

• Initiated and developed strong business relationships to increase sales.

• Created a system to manage inventory items using self-created spreadsheets and bar-codes

• Resolved customer complaints and managed conflicts when needed.

Digital Equipment Corporation, Research Triangle Park, NC 1996 – 1997

Service Engineer, Contractor

Managed multiple projects including installations, hardware upgrades and PC integrations. Repaired PC’s, laptops, terminals, and printers while providing customer service to walk-ins and phone support.

• Promoted to manager within a year.

Computer Systemhouse, Research Triangle Park, NC 1995 – 1996

Computer Technician

Performed task of a PC technician Support to walk-in customers. Provided software and hardware support.

• Built PC’s, diagnosed and repaired various manufacturers’ PC’s

• Installed and supported MS DOS, Windows 3.11, Windows 95, Windows NT and many other software applications.

Certifications

A+ Certified Technician, ACT Compaq Certified, HP Plotters Certified, Dell laptops, desktop certified

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