Craig J. Blyther Sr.
Canton,CT
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Supervisor Laser, Product Support Group
Trumpf Inc.
01.2019 - Current
- Monitored daily KPI reports for quality, accuracy, and compliance
- Conducted quarterly performance reviews for staff
- Monitored escalated problems through reporting of part usages and creation of tickets
- Ensured company targets were met through diligent call queue management
- Utilized TVA and Condition Monitoring tools to expedite customer resolutions
- Guided troubleshooting procedures through step-by-step communication
- Facilitated operational efficiency for customer service and sales departments
- Evaluated contact center workflows to pinpoint areas of improvement
- Verify and authorize bi-weekly time cards for engineering team of 18 engineers
- Streamlined procedures to improve accuracy and productivity.
Supervisor, Global Contact Center
Konica Minolta Business Solutions
01.2017 - 01.2019
- Analyzed daily KPI reports to maintain quality standards
- Managed escalated issues by coordinating with senior staff
- Provided assistance to technical support representatives and teams as necessary
- Recommended enhancements for departmental operations
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Directed and supervised team of 15 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
Digital Support Center (GCS)
Konica Minolta Business Solutions
01.2014 - 01.2017
- Generated weekly performance reports highlighting key metrics such as average response time and total cases resolved.
- Developed training materials and provided ongoing coaching sessions to new Support Center Analysts.
- Collaborated with cross-functional teams to ensure that customer needs were met effectively and efficiently.
- Utilized knowledge base resources to research solutions prior to contacting customers.
- Acted as an escalation point for complex technical issues requiring higher level expertise.
- Assisted customers with technical inquiries and troubleshooting via phone, email, and chat.
- Monitored queues for incoming customer requests and escalated issues to appropriate teams when necessary.
- Provided remote support to customers using various remote desktop tools such as LogMeIn Rescue and TeamViewer.
- Identified root cause of customer problems by analyzing data from multiple sources including logs, reports, or other documents.
- Resolved customer complaints in a timely manner according to established procedures.
- Managed customer accounts in accordance with company policies and procedures.
- Maintained accurate records of all customer interactions in CRM software systems such as Salesforce or Zendesk.
Engineer System Support Integrator (ESS)
Konica Minolta Business Solutions
01.2005 - 01.2014
- Time management tasks, and update them on a daily basis.
- Communicate escalated system support issues to Japan for resolution.
- Visit customer accounts to reproduce and duplicate product failures, in order to find a resolution.
- Support CSC Hotline
- Support DSM’s
- Maintain vSphere/VMware Virtual Lab for CSC Hotline testing, so they are able to duplicate the issue in the customer's environment.
- Developed and implemented engineering strategies to improve production efficiency.
- Created detailed designs for new products, components, and systems.
- Identified customer needs and developed solutions based on user feedback.
- Designed test protocols to ensure quality control of manufactured parts.
- Evaluated existing processes and technology solutions for improvement opportunities.
- Researched industry trends in order to identify potential areas of improvement.
- Collaborated with cross-functional teams throughout the development process to ensure successful outcomes.
Service Manager
Konica Minolta Business Solutions
Windsor, CT
01.1999 - 01.2005
- Managed over 20 field technicians, made sure correct training, tools, and field utilities where provided to have them perform their jobs professionally in the field as technical customer representatives
- Maintain inventory, parts usage, training, hiring, and yearly reviews for each technician.
- Workgroup model, printer, and scanner troubleshooting to determine mechanical modifications, firmware/print drivers/networking fixes, and third-party solutions. Examples include SharePoint, Blue Print Enterprise, and Nuance products.
- Maintain expert knowledge of solutions, Managed Print Solutions, and third-party solutions to assist field MSEs, Solutions Administrators, Engineers, and Sales force countrywide.
- Reporting of part usages and problem tickets created to monitor problems that are escalated to ESS
- Visit customer accounts to reproduce and duplicate product failures, in order to find a resolution.
- Support countrywide escalation support for direct and dealer sales and service.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Resolved customer complaints in a timely manner.
- Created detailed reports on service activities for senior management review.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
Service Technician
JANCO, Inc.
Wolcott, CT
01.1994 - 01.1999
- Company Overview: Privately Wholesale Facsimile Communication Equipment held company in Wolcott, CT
- Current estimates show this company has an annual revenue of $20 to 50 million and employs a staff of approximately 10 to 19
- Copier Technician who was versatile enough to successfully service all of the major brands
- Adapted quickly at diagnosing a problem, discussing options with customers and performing reliable regular maintenance tasks
- Specializes in old and new copier technology
- Customer interaction and communication on a day to day responsibility was also expected from myself, we would constantly was on a face to face relationship with each device visited and serviced
- Troubleshooting of equipment down to the component level and reading and understanding electrical schematics
- Provide technical support on many brand name analog and digital printer and copiers
- Inventory of parts and supplies and ordering to maintain stock for the technicians and customer orders
- Maintaining technical training on basic knowledge of equipment to stay current on new technology for the products to which we serviced to provide strong technical support for all our customers
- Privately Wholesale Facsimile Communication Equipment held company in Wolcott, CT
- Current estimates show this company has an annual revenue of $20 to 50 million and employs a staff of approximately 10 to 19
Education
Graduate - peripheral service technology
Porter and Chester Institute
Watertown, CT01.1994
Skills
- MCITP
- Comptia A
- Comptia N
- MAC 1013
- SharePoint Management
- Efficient Document Management
- Pharos Blueprint Enterprise
- Equitrac System Management
- PrintPath Application Experience
- Proficient in vSphere 5x Management
- VMware workstation
- PSES 3x
- Pagescope Mobile
- SIS3
- TVA
Certification
- MCITP
- Comptia A+
- Comptia N+
- MAC 10.13
Military Service
United States ARMY, 01/01/89, 12/31/93, Desert Storm, 01/01/90, 12/31/91
References
References available upon request.
Timeline
Supervisor Laser, Product Support Group
Trumpf Inc.
01.2019 - Current
Supervisor, Global Contact Center
Konica Minolta Business Solutions
01.2017 - 01.2019
Digital Support Center (GCS)
Konica Minolta Business Solutions
01.2014 - 01.2017
Engineer System Support Integrator (ESS)
Konica Minolta Business Solutions
01.2005 - 01.2014
Service Manager
Konica Minolta Business Solutions
01.1999 - 01.2005
Service Technician
JANCO, Inc.
01.1994 - 01.1999
Graduate - peripheral service technology
Porter and Chester Institute
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