Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Ernest Marcelin

Lancaster,CA

Summary

Dynamic Field Service Manager with a proven track record at DIRECTV, excelling in team leadership and quality control. Expert in technical support and data analysis, driving productivity improvements and resolving complex customer issues. Adept at strategic service operations management, fostering cross-functional collaboration to enhance overall performance.

Overview

26
26
years of professional experience

Work History

Field Service Manager

DIRECTV
Sun Valley, CA
02.2022 - 07.2025
  • Directed and evaluated work of assigned personnel to enhance team performance.
  • Utilized problem-solving techniques to identify root causes of technical issues in the field.
  • Analyzed data from previous jobs to highlight areas for improvement in future projects.
  • Managed daily activities of field service technicians by assigning tasks and monitoring progress.
  • Investigated and resolved customer complaints regarding quality control issues in field operations.
  • Increased productivity of field technicians through effective delegation of tasks.
  • Conducted regular one-on-one meetings to review employee performance and provide constructive feedback.
  • Implemented quality control measures to maintain compliance with company standards.

Service Technician

DIRECTV
Lancaster, CA
04.2006 - 02.2022
  • Executed onsite equipment repairs at customer locations to ensure operational efficiency.
  • Provided technical support through phone and in-person interactions to resolve issues.
  • Conducted preventive maintenance on various machines to enhance reliability.
  • Identified potential issues during inspections to mitigate future breakdowns.
  • Assisted with installation projects for residential and commercial clients.
  • Diagnosed and resolved problems during service appointments to minimize downtime.
  • Adhered to safety rules, OSHA guidelines, and company policies during all operations.
  • Installed components or replaced defective parts to restore equipment functionality.

Customer Service Agent / Delivery Courier

FedEx Express
Lancaster, CA
08.1999 - 04.2006
  • Executed loading and unloading of cargo from various vehicles as needed.
  • Delivered items to residential locations within specified timelines while adhering to traffic laws.
  • Maintained logs of deliveries and pickups utilizing computerized tracking systems for accuracy.
  • Followed safety protocols during all operational tasks involving driving and handling cargo.
  • Operated company vehicle compliant with DOT regulations at all times.
  • Acquired extensive knowledge of local routes to facilitate driver coverage during absences.
  • Reviewed carrier invoices for accuracy before payment processing submissions.
  • Ensured outgoing items were accurately labeled with destination information and weight limits.

Education

Some College (No Degree) - Computer Information Systems

California State University, Los Angeles
Los Angeles, CA

Some College (No Degree) - Computer Science

San Diego State University
San Diego, CA

Skills

  • Team leadership and project management
  • Technical support and equipment maintenance
  • Quality control and data analysis
  • Customer service and problem solving
  • Time management and multitasking
  • Conflict resolution and decision-making
  • Service operations management and strategy development
  • Cross-functional collaboration

Accomplishments

  • Managed teams up to 30 employees at Directv while maintaining both Productivity and Quality. (Directv 2022 - 2025)
  • I was awarded the Extraordinary Award for outstanding achievements for Q1 2023, Q1 2024 and Q1 of 2025
  • Lead Service Technician overseeing a travel team of technicians as we assist other Directv offices across the country. I was the liaison between my home office managers and the local management team in whatever state we were working in. (Directv 2010 - 2019)
  • AT&T Fixed Wireless internet Installer (Directv 2018)
  • Wildblue Satellite internet (Directv 2008)
  • Dangerous Goods Specialist (FedEx 2005)

Timeline

Field Service Manager

DIRECTV
02.2022 - 07.2025

Service Technician

DIRECTV
04.2006 - 02.2022

Customer Service Agent / Delivery Courier

FedEx Express
08.1999 - 04.2006

Some College (No Degree) - Computer Information Systems

California State University, Los Angeles

Some College (No Degree) - Computer Science

San Diego State University

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