Motivated and highly professional individual in Service Delivery Management (10+ years experience) seeking an opportunity in an aligning management position to showcase leadership skills, motivation, aggressive work ethic and energy. This experience has given me the ability to excel in an environment where critical technical issues are investigated and brought to a close while guiding my team through the quickest possible resolutions. I believe my drive and dependability to be UNMATCHED along with taking great pride in being able to quickly and successfully adapt to an ever changing environment. Recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team building record. Strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
I am currently a temp at the General Motors Corvette Assembly Plant here in Bowling Green, Ky. I began on the engine line and am now on the sub chassy line where I have been trained to run multiple positions.
*Service Desk Team Lead/Manager for Catholic Healthcare Partners - largest legacy health care account for Dell supporting over 40,000+ end user environment
* Actively supported 20+ hospitals and 100 offsite locations
*Directly Responsible for 15 service desk agents at my location and 25 agents at the Lincoln, Nebraska location
*Experience in over 50 individual applications used by the hospitals and offsite locations
*Advanced knowledge of OPAS and OPAS v2 ticketing tool - required to pull data and reports based on service desk ticketing
*Responsible for maintaining SLAs (Service Level Agreements) within the contract for our client
*Responsible for supplying daily, weekly and monthly EXCEL reports for my management and the client
*Responsible for representing the technical service desk on weekly and monthly operations meetings
*Experience with speaking in meetings with high level customers to include CEOs of the account
*Running and leading meetings with different towers within the account to actively increase end users satisfaction and decrease total costs for the client
*Daily management of service desk agents to provide constant training and informing them of each of their real time call performances
*Screening of agent's calls to listen for opportunities in soft skill training and to ensure they followed correct and accurate account SOPs
*Screening of agent's ticketing processes to ensure correct ticket routing
*Handling troubled callers and escalations where a supervisor was requested
*Responsible for creation and maintaining of a Word Forge database for agents to access real time to assist with caller's issues (1000+ active articles)
*Extensive experience with maintaining a schedule of my agents spread over two locations
*Utilization of jump servers for the account to provide client applications for agents to use for active directory and account unlocks and password resets
*Management of our Avaya call queues - real time attention had to be paid to maintain optimal service desk performance
*Maintain excellent communication between the service desk and service management
*Responsible for representing the technical service desk on technical bridge lines should outages occur (client facing)
*Responsible for continual process improvements in an ever changing environment
*Coordinated with internal departments to maximize operational efficiency across production and administrative areas
*Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
*Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
*Documented repair processes and helped streamline procedures for future technical support actions
*Consistently responded to customer service emails within standard window for optimal response
*Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
*Developed training materials, conducted webinars and authored wikis for user training and support use
Need (1) credit to obtain my Associate Degree in Computer Information Systems. I plan to finish this and pursue my bachelors just as soon as financially possible.
Branch: United States Marine Corps
Service Country: United States
Rank: E5 - Sgt. January 2001 to January 2011 United States Marine Corps Reserves - (2001 thru 2011) - MOS 1812 (Armor Tank Crewman) at Echo Company 4th Tank Battalion. Held the rank of E5(Sgt.) where I was responsible for 20+ marines and over 10 million in military equipment. I held the position of Tank Commander where I was responsible for my own M1A2 SEP tank for Red Platoon and succeeded in developing the marines under me
• Only tanker at the time to receive Tanker of the Year award (twice)
• Company High Marksmen qualifications
• Company High Marksmen qualifications as a tank commander at Yano Range on first attempt
• Promoted in rank meritoriously early on from Private First Class to LCpl
Nyloncraft of Kentucky (Injection Molding Facility) - 1996 thru 2004
I began working in an injection molding facility directly out of high school. I started out as a press operator where I maintained the operation of Nissei presses (different tonnage ratings). I was responsible for keeping the machine running and spot checking, trimming gates, looking for visual defects, adding additional inserts to include sonic welding, packaging and moving skids to shipping. I learned important processes such as the time cycles of the machines and material delivery along with adjustments to the robotics that would retrieve the parts from the machines.
I quickly realized that I enjoyed the more technical aspect of the machines and molds and quickly moved into a mold technician position where I was responsible for mold changes within the presses. This included clamping the molds, watering the molds, setting the processes up to include cycle times and opening and clamping strokes. The size of our operation had me performing anywhere between 3 to 8 mold changes per shift. After I mastered the mold technician position I was offered a process technician position where I transitioned into better understanding how pressures and velocities directly affected size and tolerances. I worked directly with the Quality team to make real time adjustments to the press processes in order to maintain correct size while maximizing utilization and efficiency. At this point I began to understand that more technical points of making watering adjustments with water heaters and super chillers. I also became much more knowledgeable with the materials side to include such materials as crastin, zytel, and polys. I also found myself spending a lot of time learning correct melt temp ranges. I was also familiar with the barrel of the presses and maintaining heating bands and even heat for the best possible molten plastic delivery to the mold.
I finally transitioned to the management aspect of our production environment where I was directly responsible for 3rd shift and the entire nightly production. This consisted of about 25 presses both horizontal and vertical and around 30 employees. I was the highest form of management in the building at this time and was responsible for all points of production. I was also responsible for starting up the entire plant on Sunday night start up. This included powering up and warming up all presses in the facility.
Press Operator - 1996 to 1997
Mold Technician - 1997 to 1999
Process Technician - 1999 to 2001
Shift Supervisor - 2001 to 2004
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