George Grimes
West Valley City,UT
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Experienced in building Team confidence to produce a quality product. Ability to work in a fast pace environment smoothly independently or in a Team environment. Proven to be, Dependable, Motivated and Versatile.
Overview
30
30
years of professional experience
Work History
Western Region Field Service Lead Technician
Pregis Corporation
07.2015 - Current
- Led team in implementing process improvements, enhancing operational efficiency and product quality.
- Oversaw equipment maintenance and troubleshooting, ensuring minimal downtime and optimal performance.
- Mentored junior technicians, fostering skill development and knowledge sharing across the team.
- Coordinated workflow schedules to maximize productivity and meet project deadlines effectively.
- Collaborated with cross-functional teams to streamline operations and improve interdepartmental communication.
- Developed training programs for new hires, facilitating smooth onboarding and operational readiness.
- Analyzed production data to identify trends, driving informed decision-making for continuous improvement initiatives.
- Installation, repair, maintenance, and management of Pregis Packaging Systems/Equipment. In addition to assisting with the equipment needs of their customers, it is the responsibility of Pregis Field Service Technicians to effectively communicate with Pregis Systems Administrators, Regional and Account Managers, and customers about technical and non-technical information regarding their equipment. Additional Responsibilities: • Comprehensive preventative maintenance scheduling • Machine tracking and material usage monitoring • Satisfy, in a timely and complete fashion, required service-related documentation • Participation in group conference calls to promote best practices • In-field support and development of material delivery systems • Perform demonstrations of Pregis Systems and train end-users on operation and maintenance • Key account focus and ongoing communication of opportunities to retain or grow business • Film/consumable and machine troubleshooting and quality control reporting • Effective time management and cost control.
Lead Technician – Technical Support
COMPUCOM
01.2014 - 01.2015
- Managed and provided support for Technicians Servicing the Wal-Mart Account covering the Service Area from Utah to Nevada.
- Provided SME (Subject Matter Expert) for in house application Clearvision.
- Provided support to Technicians to help navigate Clearvision.
- Provided support for Front End POS (Point of Sale) Systems. This included; IBM-Toshiba Registers, Ingenico Signature Pads, SCO (Self-Check-Out) Units and NCR Scanner Scales. This also included calibration of the Scanner Scales (State Certified to calibrate scanner scales).
- Performed Network changes for any moves adds and upgrades for Network equipment.
- Provided support for Back Office Support for; Lexmark printers, Dot Matrix and Laser, Dell and HP PC’s, Dell and HP Thin clients, Genicom Printers and Printronix Printers.
- Scheduled site visits with Store DSM’s (District Service Managers) and CSM’s (Customer Service Managers) to discuss Service Levels for areas of Improvement.
- Traveled bi-weekly to visit and ride along with Technicians.
- Performed monthly evaluations for Technicians to identify areas of improvement and to create plans to address areas that needed improvement.
- Daily meeting with Manager to discuss queue status and allocation of Service Request.
- Point of contact for Customer Escalations.
Customer Service Manager
EMC CORPORATION
01.2007 - 01.2013
- Managed 3 Groups; Non-Optimized – Schedule & Dispatch, New York – New Jersey Divisional Schedule & Dispatch and Regional Technical Support Dispatch. Overall this consisted of 4 Supervisors, 18 fulltime personnel and 17 Contract Personnel.
- Processed Weekly and Bi-Weekly payroll and Expense reports. Successfully maintained an average of less than MBO of 17% OT average week to week. Successfully managed expense less than combined Divisional MBO of Less than 10K monthly.
- Generated and Analyzed Daily, Weekly and Monthly KPI Metrics to evaluate Team performance.
- Analyzed Quarterly Financial Performance to obtain Service Level goals set by the company.
- Provided input and aided in the creation publication of Divisional Standard Operating Procedures (SOP) for Schedule & Dispatch and Regional Technical Support.
- Responsible for conflict resolution and nurtured a positive environment by engaging employees in improvement of processes. Maintain a mindset of continuous improvements.
- Performed annual Employee Reviews to pinpoint deficiencies and to develop improvement plans or career goals within the company.
- Planned weekly and monthly Team meetings to go over department budgets and Service Level Performance.
- Delivered and exceeded quarterly PMO goals on all Teams performance targets for KPI Metrics and Financial goals.
- Point of Contact for Escalations and Problem Resolution.
- Point of Contact for Recruiting and Training of Staff.
- Maintained all inventory for the Schedule & Dispatch Department according to budgetary goals.
- Created Schedules and Contact list to improve communications between the field and Schedule & Dispatch.
Commercial Partner Manager
EMC CORPORATION
01.2005 - 01.2007
- Maintain information links both inside and outside organization via mail, phone calls, and meetings for all Commercial accounts.
- Managed the relationships with EMC Partners, Unisys and Siemens.
- Managed the Service Request volume and IMAC activities between EMC and its partners.
- Initiate improvement projects; identify new ideas and delegate idea responsibility to others.
- Performed corrective action during disputes or crises; resolve conflicts among subordinates; adapt to environments.
- Represented department during negotiations of sales, purchases, and budgets.
- Attended weekly meetings with department head to discuss quarterly goals.
- Attended Monthly Meetings with EMC Top Commercial Accounts to discuss Service Request and to resolve any Service Issues.
- Volunteered for Manager on Duty (MOD) Coverage for Regional escalations for Severity One issues with customer impact.
Service Manager – Senior CE
DECISIONONE
01.1996 - 01.2005
- Performed break fix and Installation and Configuration of Midrange Systems; IBM systems 32, 34 and 36, Data General Systems, HP 3000 lines, HP Printer product lines, Epson Printer Product Lines, Lexmark Laser Printers, IBM POS Systems and Printers, Cisco and Brocade Switches, Dell PC’s and Laptops, IBM Lenovo Laptops and PC’s and Network Printers and Servers.
- Performed maintenance on IVR systems for Inter-Voice which also included running new lines.
- Lead in projects for the Installation of AOL home networks for NY-NJ area, Installation and Configuration of POS systems for Vitamin Shops, Urban Brand Stores and Installation and Upgrade of Kodak Picture Makes in all CVS for NY-NJ area.
- Directed and motivated up to 25 employees.
- Maintained Vacation and Standby Schedules.
- Organized Training on new products.
- Maintain information links both inside and outside organization via mail, phone calls, and meetings.
- Initiate improvement projects; identify new ideas and delegate idea responsibility to others.
- Took corrective action during disputes or crises; resolve conflicts among subordinates; adapt to environments.
- Represented department during negotiations of sales, purchases and budgets.
- Created and maintained CE Schedules.
- Performed Quarterly and Yearly reviews of Field CE’s.
Education
High School Diploma - Courses in Computer programming and Basic Concepts
Long Island University
Courses in Novell and Microsoft Networking
Mercer County Community College
Course: JCL, TSO/ISPF, COBOL AND COBOL II
Sys Ed
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Dale Carnegie Training
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John Dewey High School
Skills
- Attention to Detail
- Organizational and Prioritization skills
- Analytical thinking
- Time Management
- Adaptability
- People Management
- Customer Service and Call Center Management
- Team Player
- Goal Driven
- Employee Motivation
- Performance Management
- Problem analysis
- Problem Solving
- Knowledge of Microsoft Products
- Knowledge of Data and Call Center Operations
- Lean Six Sigma Yellow Belt
- Dale Carnegie Training
- A-Plus
- EMC Proven Certifications
Timeline
Western Region Field Service Lead Technician
Pregis Corporation
07.2015 - Current
Lead Technician – Technical Support
COMPUCOM
01.2014 - 01.2015
Customer Service Manager
EMC CORPORATION
01.2007 - 01.2013
Commercial Partner Manager
EMC CORPORATION
01.2005 - 01.2007
Service Manager – Senior CE
DECISIONONE
01.1996 - 01.2005
Courses in Novell and Microsoft Networking
Mercer County Community College
Course: JCL, TSO/ISPF, COBOL AND COBOL II
Sys Ed
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Dale Carnegie Training
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John Dewey High School
High School Diploma - Courses in Computer programming and Basic Concepts
Long Island University