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Tower Service Manager/Business Operations Manager Resume Example

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TOWER SERVICE MANAGER/BUSINESS OPERATIONS MANAGER
Summary

Versatile manager who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of Service Delivery and an unsurpassed worth ethic.

Highlights
  • Dedicated
  • Personable
  • Flexible
  • Team building
  • Process improvement strategies/re-engineering
  • Internal Relationship building
  • Strong Client relationships
  • Great Communication skills
  • Troubleshooting and problem solving
  • Fast Learner
  • Proficient with MS Office applications
Accomplishments
  • Global Windows 7 migration project
  • Drove disaster support after Sandy Storm in NY
  • Provided training across multiple accounts to improve Service Levels that were previously in breech.
  • Assisted in the configuration of a new ticketing tool to be used globally
  • Provided customized training materials for several ticketing tool systems across multiple accounts

Experience
Tower Service Manager/Business Operations Manager10/2012 to CurrentCompany NameCity, State
  • Oversees services being provided from four separate organizations on a large enterprise account
  • Project Management
  • Working directly with customers on support issues/concerns (escalations/resolutions)
  • Gathering data for monthly service performance reviews and performing analysis
  • Monitoring and maintaining customer satisfaction and contractual service levels
  • Reporting-Ticket data/Monthly Billing data
  • Process Improvement
Deployment Manager10/2011 to 10/2012Company NameCity, State
  • Deployment manager for a global Win 7 migration project.
  • Managed lead technical resources remotely
  • Handled scheduling of migrating sites and booking of travel for 30 technical resources globally
  • Provided reconciled expense reports for customer invoicing globally
  • Managed over 350K in Site Lead expenses North America/Europe
  • Setup of on-site training for Lead technicians for a 1 week session
  • Lead the effort in gathering material from SME for the Site Leads
  • Created the reference/training manual for the Site Leads
  • Managed change control for the process manual
  • Assisted in gathering requirements for build labs for 100+ seat locations
  • Worked with non-NAM resources to ensure requirements are being met
  • Placing key resources with permanent job opportunities within the company
Various Roles03/2003 to 10/2011Company NameCity, State
  • Project Coordinator
  • Project Management
  • Business Analyst
  • Reporting
  • Program Management Office support
  • Training
  • Building customized training material
  • Call Coordinating
  • Technician support
Education
High School Diploma1996Ponderosa High SchoolCity, State, USA
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Resume Overview

School Attended

  • Ponderosa High School

Job Titles Held:

  • Tower Service Manager/Business Operations Manager
  • Deployment Manager
  • Various Roles

Degrees

  • High School Diploma 1996

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