Resume of Service Manager

Title
Service Manager

Primary Skills
Macintosh, Technical Support, Solution Sales, Customer Service, HelpDesk

Location
US-CA-Campbell

Posted
Feb-06-08

SUMMARY OF QUALIFICATIONS
Creative professional, with 15+ years of Macintosh experience; 8 years in Mac product sales, repair, and support. Able to troubleshoot and provide helpdesk support to any size environment, Windows included. Extensive background in Pro Audio Hardware, Software, Technologies, and Standards. Dedicated to providing the Artistic with the Sales, Service, and Support in a transparent environment that will not hinder their production or workflow. Problem solver aimed at assessing business issues and designing solutions. History of success with innovative ideas, team development, and program implementation. Commended for dedicated work ethic and rewarded by steady promotions and training in all aspects of work.
* Sales, Service, and Support, Problem Solver / Solutions Provider
* Extensive Pro Audio Background, Macintosh Guru, Windows Expert
* Persistant Account Management, Collaboration Evangelist
* Team Training and Sales Program implementation, Creative Lead Generation

EMPLOYMENT HISTORY
Account Manager / Data Services - 2005 to 2007
CVIS, Inc., Fresno, CA
Performed lead generation targeting specific industries in focused areas, building relationships on Executive/Principal level. Provided needs assessment for software vertical market requirements, determined best-fit solutions for market segment. Advised customers on integration process through implementation, training and support. Worked with cross functional teams to assist customers in gaining maximum value from product offerings. Provided presentations for selected markets, onsite and remotely.
* Designed and implemented a sales portal for the goal of department collaboration during pre-sales process, resulting in 60% increase of sales involving implementation and training, as well as setting a standard for communication between teams.
* Turned around under achieving, un-focused sales team with design and introduction of sales tools and strategies; resulting in a 30% increase of out-bound, contacted, and followed through calls.
* Planned tele-marketing blitzes for promotional events and web demos, resulting in increased sales, brand awareness and customer loyalty.
* Designed strategy to encourage customer adoption of product updates, increasing vertical product upgrades and subscription renewal by 40% in six months.
* Designed strategy to encourage customer adoption of product updates, increasing vertical product upgrades and subscription renewals by 40% in six months.

Service Manager - 2003 to 2004
Recycom Technologies, Fresno, CA
Assessed incoming computers; evaluating, diagnosing, and quoting repair costs. Responsible for all computer repairs and upgrades. Managed customer service counter and handled incoming calls
* Major focus on Laptop repair and reconditioning corporate units to suit consumer market.
* Built, marketed, and sold machines specifically for low-income families and students in need.

Department Manager - 2000 to 2002
Union Grove Music, Santa Cruz, CA
Built and managed the Pro Audio and Software departments. Responsible for maintaining inventory and assisting clients with choosing the right equipment for their needs. Provided customer service and technical support for all products sold.
* Implemented Pro Audio, Electronic Instruments, and DJ Gear into a traditional Music Instrument store, growing it to be the largest on the Central Coast
* Exceeded monthly sales quota, with complete customer satisfaction.
* Built a strong customer base of Studios and Audio Engineers, providing onsite consulting and support.

Service Manager - 1998 to 2000
Mac Community Computers, Soquel, CA
Responsible for an Apple certified service and repair department, as well as two technicians. Dealt with Apple on a firsthand basis, handling all warranty repairs in the area.
* Reduced turn-around time 70% for warranty repairs, resulting in increased payoff for RMA parts per AppleParts Ordering System.
* Consulted major recording studios with their existing audio hardware and software, offering onsite repair.

PROJECT EXPERIENCE
Data Services / Helpdesk
Palm, Inc., Sunnyvale, CA 2007 (3 weeks)
* Team Leader, assisted in Intranet migration project utilizing Active Directory and SharePoint 2007.
* Maintained Helpdesk support after migration, documenting tickets and resolving issues real-time over the phone.

Inventory Control/Application Engineer
P-Com, Inc., Campbell, CA 1998 (6 months)
* Responsible for designing and Implementing a bar code database to track product on the manufacturing floor.
* Tested and documented procedures for transferring product from QA to shipping.

Database Designer/MIS
frogdesign, Inc., Sunnyvale, CA 1996 (4 months)
* Developed and implemented employee database and contact sheet for administration department.
* Managed networked Macintosh computers and system architecture for new location. Configured computers for industrial design and remote networking

HARDWARE AND SOFTWARE

* Macintosh: Over 15 years of extensive Mac use, including:
OS X 10.1 - 10.5
Troubleshooting, maintenance, and optimization
Focus on pro-audio applications and hardware
Recovery and Repair
Apple Third-Party support
Windows Dual-Boot, WINE, and Virtualization

* Windows: High level of Windows Support Experience with:
XP, 2000, NT, and Vista
Helpdesk and MIS Troubleshooting
SharePoint 2003 Portal Server
Microsoft Office 2003 and 2007
General networking knowledge
Active Directory

* Mobile: From Newton to Crossbow:
Extensive background in Pocket PC applications, including installation and configuration
Knowledge of Windows Mobile 2003, 2005, and 2007 (CrossBow) OS
Knowledge of Palm OS and configuration
Experience with BlackBerry mail integration

TRAINING
* Target Account Selling, Autodesk, Inc., San Rafael, CA 2006. Methodology in Target Account Sales (TAS) forms and opportunity assessment, increasing accuracy in forecast reports
* Situational Sales Negotiation, Autodesk, Inc., San Bruno, CA 2006. Two day training involving communication to clients and other departments involved in pre-sale, as well as effective documentation and time management.
* Manager Boot Camp, CVIS, Inc., San Bruno, CA 2006. Intensive three day 40 hour training event focusing on people skills, team building, standards, project management, and streamlining.
* Sales Boot Camp, Autodesk, Inc., Dallas, TX 2006. 5 day sales training; courses in effective negotiations, executive level dialogue, lead generation, pre-sales, and team management

EDUCATION
H.S. Diploma - 1994
Lynbrook High School, San Jose, CA
Office Aide and TA for Special Education P.E. Class; Recommended for California Proficiency Exam, graduated one year early to attend Middle College

English - 2006
Fresno Community College, Fresno, CA
GPA: 4.0

VOLUNTEER
MIS / Steward - 2004 to 2005
Fresno Rescue Mission, Fresno, CA
Configured computers for networked educational software and diagnostic testing. Responsible for maintaining and trouble-shooting computer problems. Assisted in academic classes aimed at teaching men GED requirements and ESL.

REFERENCES
Professional References and Portfolio available during interview.

Certifications
See above


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