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Skills

  • Communications
  • System Repair
  • Regulatory compliance
  • Team Leadership
  • Configuring equipment
  • Process improvement
  • Budgets
  • Problem resolution
  • Field equipment testing and evaluation
  • Proficiency with standard

Work Experiences

  • Collaborated with engineering teams to test new Power BI, increasing installation speed by 33% and reducing setup errors.
  • Achieved repair success within the first hour on-site.
  • New devices and system components were installed and configured by me.
  • Collaborated with engineering teams.
  • Collaborated closely with network administrators and server engineers to provide quality service.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Looked for industry trends on social media and through online sources.
  • Saved $7 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with method customers to determine their needs and deliver procedure service.
  • Converted manual tasks into a digital tracking system.

Summaries

  • Adept at supervising field technicians, I've developed and executed comprehensive training programs, yielding a 47% improvement in task completion rates and fostering a reduction in service escalations across two years.
  • Accomplished professional with expertise in field service management and strong leadership of 18-member teams. Successfully led projects in Austin, achieving a 23% reduction in service downtime and ensuring the effectiveness of safety protocols.
  • Excellent planning and communication abilities.
  • Achieved measurable cost savings for clients.
  • Achieved service call response time reductions of 38%.
  • Certified in Lean.
  • Achieved a 51% reduction in escalations.
  • Accomplished professional in field service management.
  • Accomplished in safety protocols and field service troubleshooting, I managed teams handling emergency repairs and achieved resolution rates of 19% on first visits, all while reducing operational downtime for critical systems.
  • Consistently delivered high-performance team outputs.

Accomplishments

  • Led continuous improvement efforts, reducing overhead costs associated with warranty claims by 46% through meticulous quality assurance processes.
  • Reduced vehicle downtime by 54% through routine fleet management and advanced diagnostic tracking techniques.
  • Documented and resolved framework which led to method.
  • Achieved PMP in ServiceNow, improving diagnostic capabilities for complex Tableau issues by 40%.
  • Utilized advanced diagnostic tools to identify root causes in ServiceNow failures, leading to a 78% reduction in repeat service calls.
  • Revitalized customer feedback processes post-service by introducing follow-up protocols, elevating customer satisfaction scores by 73% points.
  • Developed emergency response playbooks for field technicians, reducing on-site reaction times and bringing fault recovery periods down by 76%.
  • Managed preventative maintenance on 13 service vehicles, cutting the annual repair expenses by 60% through optimal usage and adherence to safety protocols.
  • Led emergency repair efforts during critical downtime, restoring full system operations within 12% of target SLA timeframes.
  • Reduced average resolution time by 20% by developing a centralized knowledge base of common troubleshooting tactics for field use.

Affiliations

  • Member, Technical Service Management Society (TSMS), sharing critical field feedback to product and engineering teams for defect reduction.
  • Supporter, Regional Field Technicians Network (RFTN), consistently contributing to methods that reduced service calls.
  • Member, American Telemetry Alliance (ATA), focusing on minimizing post-installation performance issues.
  • American Marketing Association
  • Professional Member, International Technical Service Management Organization (ITSMO), liaising between field staff and technology providers.
  • Lions Club
  • Contributor, Critical Systems Maintenance Guild (CSMG), collaborating on new ways to improve service efficiency and technician guides.
  • Safety Certified Member, Association of Certified Field Service Engineers (ACFSE), ensuring compliance during system installations and maintenance.
  • Society of Women Engineers
  • Participant, Regional Service Leadership Council (RSLC), contributing to panel discussions on reducing recurring client issues.

Certifications

  • CompTIA Server+
  • Certified Wireless Network Administrator (CWNA)
  • Certified HVAC Technician (NATE)
  • CompTIA Security+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Journeyman Electrician
  • SHRM Certified Professional (SHRM-CP)
  • Apple Certified Associate (ACA)
  • First Aid/CPR/AED Certification
  • Google Certified Professional Cloud Architect

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