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Service Manager Resume Example

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SERVICE MANAGER
Professional Summary

Solutions-driven IT professional proficient in MS Enterprise Systems and network engineering. Strategic and analytical with an organized approach and aptitude for project management and product support. Well-versed in conducting critical analyses and problem-solving. Committed to providing high-level solutions that drive revenue. Demonstrated success in recovery planning, project mapping and training.

Skills
  • Program installations
  • Hardware and Software Installation
  • System Administration
  • Microsoft Active Directory
  • Windows Server
  • Virtualization
Work History
01/2019 to Current
Service ManagerCompany Name – City, State
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Monitored service and product quality and communicated necessary improvements to Chief Operating Officer.
  • Planned and implemented solutions for technical problems such as outdated hardware and applications.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Managed team of technicians in customer assistance and troubleshooting processes to comply with technical service policies across company.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and offer available solutions.
  • Worked with customers to educate and inform on computer and network hardware and associated software, effectively closing over 50 deals.
01/2013 to 10/2018
Service ManagerCompany Name – City, State
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Planned and implemented solutions for technical problems such as required network upgrades and inefficient technical operations.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and offer available solutions.
  • Hired and trained new Information Technology technicians to improve efficiency of department and cultivate productive work atmosphere.
  • Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
  • Trained the less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
  • Developed written plans and obtained customer consent to proceed.
  • Oversaw team of service professionals focused on technical service.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
  • Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
  • Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.
  • Created and improved performance standards team-wide.
  • Oversaw daily workflow and assignments.
07/2011 to 10/2018
Information Systems TechnicianCompany Name – City, State
  • Provided Tier 1 and 2 IT support to non-technical internal users through desk side support services.
  • Provided solutions to operations issues [System] and [Software] users, working closely via phone, email, live chat and web teleconference.
  • Reviewed [Type] and [Type] technical documentation and procedures.
  • Monitored [Number][Type] servers, network connections, firewalls and corporate filters to maintain maximum up-time and functionality.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Addressed all questions and concerns from end users regarding [Type] program.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Compiled and accurately entered data for each customer encounter to record in system.
Education
06/2018
MBA: Business And IT Management
Western Governors University - City, State
06/2015
Bachelor of Science: Network Administration
Western Governors University - City, State
06/2011
Associate of Science: Computer Network Technology
Bellingham Technical College - City, State
Certifications
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+
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Resume Overview

School Attended

  • Western Governors University
  • Bellingham Technical College

Job Titles Held:

  • Service Manager
  • Information Systems Technician

Degrees

  • MBA : Business And IT Management
    Bachelor of Science : Network Administration
    Associate of Science : Computer Network Technology

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