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Field Service Manager Resume Example

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FIELD SERVICE MANAGER
Summary

Successful IT Service Manager versed in managing all aspects of the product lifecycle from concept development to launch. Expertise in Computer Operations, Desktop Support, IMAC.

Highlights
  • Computer Operations
  • Oracle, Remedy, CA Unicenter
  • Warehouse Management Systems (WMS)
  • Excellent Communication, Written and Organization Skills
  • Budgeting and resource management
  • End-to-end product lifecycles
  • Supplier interface
Experience
Field Service Manager
November 2013 to CurrentCompany Name － City, State
  • Direct liaison between customer executive management, department users, and IT vendors.
  • Manage customer IT requirements, adhere to Service Level Agreements, and, as required, work with Regional Director to develop service delivery Change Orders.
  • Manage 12-IT staff assigned to the customer accounts, oversee and ensure the effective service delivery of contracted services ( IMAC, Desktop Services, Asset Management).
  • Ensure proper updates are made to dispatching and ticketing system Remedy and Remedy Force.
  • Manage service requests, work orders, parts inventory stock and track all parts request used in the scope of the repair to include warranty and non warranty devices.
  • Review RFP's, create SOW's and negotiate pricing.
  • Manage contracted annual budgets, prepare forecasting and P&L reviews.
  • Adhere to a managed staffing solution for accounts.
  • Defined product strategy and drafted a comprehensive roadmap to achieve targets.
Account/Program Manager
March 2003 to November 2013Company Name － City, State
  • Responsible for the Service Delivery for GM Customer Care and Aftermarket for IT Logistics and IT Computer Operations for North America.
  • Manage computer operator resources that provide operations service and IT support for automotive part distribution warehouses.
  • Execute processes utilizing a Warehouse Management Systems (WMS) application, IBM AIX UNIX Server and IBM mainframe systems.
  • Support, configure and monitor wireless Teklogic RF devices, Cisco routers and telecommunication networks and infrastructure locally at each facility.
  • Follow and execute Standard Operating Procedures (SOP).
  • Process real-time orders by extracting customer orders from WMS, monitor job schedules, print shipping labels, shipping documents and reports.
  • Adhere to fast pace, time sensitive schedules and delivery times.
  • Change Management for operations related to all or site specific projects.
  • Assist in problem resolution recommendations, Root Cause Analysis, Corrective Action and Risk Mitigation.
  • Prepare budget forecasting and P&L for contract services.
  • Operate within the fiscal budget.
Account/Program Manager
April 2011 to November 2013Company Name
  • Provide contracted specialists for a managed service for an IT Data Center Tape and Print Operations supporting HP/Nissan.
  • Perform and manage tape operations for mainframe, midrange and AS400 systems.
  • Report daily turnover on hardware tape and print issues.
  • Process tape media to and from the off-site storage provider.
  • Control process from the offsite storage provider to ensure safe media security.
  • Support semi and annual Disaster Recovery Plan testing by preparing media for test site.
  • Prepare budget forecasting and P&L for contract services.
Mid Range and Mainframe Computer Operator
Company Name － City, State
  • Provide computer operations support to Rite Aid's, ITC.
  • Daily operations including tape backup and restore functions, monitoring tasks, real time transmissions and processes on all of the Mid Range platforms, identifying problems, taking corrective action.
  • Escalating problems and issues using documented processes and procedures.
  • Monitoring batch schedules, performing JCL changes, restart space and tape overrides.
  • Perform weekly IPL's, including updates to IOCDS and Load parameters using a Host Monitoring Console (HMC).
Manager Data
November 1999 to March 2003Company Name － City, State
Computer Operations Supervisor
May 1998 to November 1999Company Name － City, State
  • Responsible for the overall IT operations shift activity in support of the Rite Aid Information Technology Center (ITC).
  • Accountable for initiating escalation for problems that could adversely affect the business.
  • Responsible for maintaining adequate shift coverage through scheduling and shift assignments.
  • Maintained system documentation, updated when new process where implemented.
  • Responsible for change coordination to support weekend change activities.
Mid Range Computer Operator
July 1988 to May 1998Company Name － City, State
  • Responsible for the daily/nightly wagering operations in support of Penn National Gaming and Off Track Wagering facilities.
  • Performed start-up/shutdown on three redundant Digital VAX series microcomputers.
  • Data input of daily racing card data in preparation for the daily race program.
  • Monitored the Digital VAX series microcomputers to ensure live transactions are being transmitted on time with no liability to the customer.
  • Data modem configurations, cabling and wiring of computer systems machines.
  • Troubleshoot telecom circuits.
  • Performed hardware and software maintenance.
Education
AAS : Electronics Engineering TechnologyNassau College － City, StateElectronics Engineering Technology
Skills
IBM AIX, AS400, Asset Management, ATL, automotive, tape backup, budgets, budget, cabling, Change Management, Cisco routers, Excellent Communication, CA, hardware, Computer Operations, Customer Care, Customer Support, Delivery, Disaster Recovery, dispatching, executive management, fast, financial, forecasting, HP, IBM, IBM Mainframe, MVS, IMAC, Information Technology, inventory, JCL, Logistics, Director, mainframe, mentoring, microcomputers, Excel, Microsoft Office, Power Point, Word, modem, networks, Oracle, Organization Skills, pricing, problem resolution, processes, real-time, real time, RFP, scheduling, shipping, Service Level Agreement, Service Level Agreements, SLA, SOP, staffing, system documentation, telecom, telecommunication, Troubleshoot, troubleshooting, HP-Unix, UNIX, Unix Servers, VAX, VSE, wiring, Written
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Resume Overview

School Attended

  • Nassau College

Job Titles Held:

  • Field Service Manager
  • Account/Program Manager
  • Mid Range and Mainframe Computer Operator
  • Manager Data
  • Computer Operations Supervisor
  • Mid Range Computer Operator

Degrees

  • AAS : Electronics Engineering Technology

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