Operation Manager
Posted on: 2015-01-25
Rebecca Wiggins
4729 Fallon Place
Dallas, TX
972-802-9720
Summary: Experienced Operation Manager seeking company where I can offer unparalleled integrity, initiative, resourcefulness, consistency, and diligence in achieving both short and long-term goals and business objectives. Professional recognized for building strong client relationships while leveraging excellent negotiating skills to achieve success. Possess excellent communications skills and team oriented with proven leadership capabilities.
Manager Experience over 10 Years
Customer Service Experience over 15 Years
Bilingual in Spanish
Experience:
2011- Current Manager of Field Services for Architel Holdings LLC Dallas TX
- Provides IT solutions for 90 small to midsize clients local and throughout US territory - supporting law firms, retirement homes, CPA’s, small Dr. offices with wide range of services including Managed Services 24x7 Noc, Cloud services backup support, Voice services, and Consulting services
- Built Field Service Department from ground up, creating and implementing policies, training and hiring new crew, set accountability expectations, created metric system to better track engineer work
- Increased Revenue Opportunities with current and potential clients requiring field engineers to record billable hours out of scope, sought and recommended upgrades, hardware replacements, increased services – worked closely with cross departments including quotes department, projects team, sales, and account managers
- Created Hardware Recycle Program with local vendor to collect and dispose unusable hardware internal and for our clients providing additional revenue for our company at the same time providing our clients with confidence of secure proper hardware disposal
- Manages and coordinates urgent and complicated support issues and act as escalation point for all requests and incidents – created frequent follow-ups for our clients offering weekly scheduled visits for maintenance and additional revenue, spot visits, was directly available to be contacted via phone, email, or text. Eliminated almost all urgent request by going the extra mile creating full open communications
- Monitors workloads and recommend changes in staffing levels per departments budget, oversees the appropriate staffing levels/utilization and productivity of the team ensuring we are utilizing staff to their full potential, helped to create career path for engineers seeking to advance
- Communicates effectively with internal staff to maintain high level of customer service – created new training avenues of customer service responsibilities which included holding our engineers accountable (owning client request until fully completed), continuous cross training of skillsets within field service and build room departments, training for professional verbal and written communications and sending summary follow-up emails of all work completed
- Worked closely with Remote Support vendor Amsys for clients not local, worked with Dell, Acer, HP warranty, trained overseas contract staff in Manila for overnight support, Pronto local courier, E-waste Winstron, Ingram Micro, etc.
- Carries out supervisory responsibilities in accordance with the organization's SLA policies and applicable laws set forth per client
2009 - 2010 Full-Time Student at New Horizon College Dallas TX
- CompTia A+
- CompTia NW+
- MCP Microsoft Certified Professional
2007- 2008 Help Desk Support for SAIC Dallas TX
- Supported S. Environmental Protection Agency (EPA)
- 1st Tier Phone Support assisted over 1100 internal/external users
- Recorded Tickets using TrackIT system, evaluated issue and escalated accordingly to Tier1, Tier2, or Tier 3 support
- Assisted internal customers experiencing problems with hardware, software, business applications and other computer-related technologies remotely and in person - ensuring internal customer satisfaction by responding to all help desk requests via phone and email in a timely and professional manner
- Assisted with logging problems into the help desk system, dispatching support cases to correct personnel, and follow-up of problems to resolution status
- Assisted with printer setup and support as instructed by technology team
- Worked with Microsoft Operating Systems, Microsoft Office Suite, and Active Directory
2000 – 2007 Production Control Supervisor for SAIC Fort Worth TX
- Supported U.S. General Service Administration Region (GSA) Finance Team
- Supervised the Production Department workflow ensuring the assignment of work is in accordance with established schedules and specific priorities – Created SOP’s for each department
- Supervised the shift activities (i.e., mailroom, review, scanning, scheduling, data entry, etc.) for production ensured adequate staffing by monitoring workflow, disseminating work, preparing reports for clients and for corporate office
- Coordinated and conducted associate cross training in all department functions securing adequate coverage even with limited staff
- Ensured all documents were processed appropriately to be entered into the GSA Financial system in a timely manner utilizing the Visual Invoice Tracking and Payment System (VITAP) and working together with GSA personnel to transmit work for the accounting department for payment processing
- Assisted in establishing individual performance standards and provided input to Division Manager providing reports of all work completed, training employees, performance reviews, hiring and firing