Oracle/MicrosProject Manager
Nov. 1989 - Oct. 2015Orange County, California, United StatesOn-boarded as Field Service Technician, and transitioned into Sr. Field Service Technician, Service Manager, Customer Service Manager, and Project Manager. Developed and managed Field Service department and led task delegation and performance management of team. Partnered with Service Dispatcher receiving customer reported issues from corporate Help Desk, as well as dispatching tickets to Service Technicians. Handled resource allocation of department labor costs, managed office inventory, and generated department revenue. Served as escalation contact for employee and customer concerns, resolved conflict between departments, and mitigated customer support and billing issues. Established standardized procedures for Technician vehicle inventory and on-call schedules, developed formal training program for new hire Technicians, and managed new equipment installations for customers’ locations. Garnered customer contracts, obtained scope of work from Sales Team, and contacted customer scheduling kick-off meeting gathering customer system requirements. Provided customer with company requirements for correct installation of system. Created installation schedule complete with milestones for customer and organization, assembled project team, and developed Risk Management plan. Tested database and garnered approval for installation. Was a major resource in the implementation of RES and Simphony systems. Provided support with the implementation of interfacing systems to Opera, Fidelio, HSI, and Compass PMS systems.