Summary
Overview
Work History
Education
Skills
Timeline
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Joseph Alfano

Columbia

Summary

Dynamic Field Service Manager with over 12 years in the security industry, a proven track record at Linear Technologies, excelling in staff management and operational efficiency, problem-solving, and ensuring compliance with health and safety standards.

Experienced with overseeing field service operations and team management. Utilizes expertise in troubleshooting and customer support to drive service excellence. Track record of effective leadership and operational improvements.

Overview

13
13
years of professional experience

Work History

Field Service Manager /Technical Project Manager

Linear Technologies
08.2022 - 02.2025
  • Led team of up 9 service technicians in field activities.
  • Conducted regular performance evaluations, identifying areas for improvement and implementing corrective actions as needed.
  • Established strong relationships with clients, fostering long-term loyalty and repeat business.
  • Managed a team of technicians, providing support and guidance for professional development.
  • Streamlined field operations for improved efficiency and reduced response times.
  • Increased team productivity with effective scheduling and resource allocation.
  • Implemented quality control measures to maintain high standards of service delivery.
  • Monitored service metrics, identifying trends for continuous process improvement initiatives.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Ensured compliance with all regulatory requirements, maintaining up-to-date knowledge of industry standards and changes in legislation.
  • Coordinated cross-functional teams to complete complex installations on time and within budget constraints.

Technical Support Team Lead

Napco Security
06.2012 - 07.2022
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Proactively identified potential bottlenecks within the technical support process, taking decisive action to address and eliminate issues.
  • Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
  • Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.
  • Streamlined processes for improved workflow efficiency within the technical support department.
  • Configured and tested new software and hardware.
  • Championed the adoption of new support tools and technologies, consistently staying ahead of industry trends and best practices.
  • Spearheaded efforts to improve response times, significantly reducing average time-to-resolution metrics.
  • Reduced ticket backlog by implementing effective prioritization strategies and delegating tasks accordingly.
  • Provided ongoing mentorship and coaching to less experienced team members, fostering their professional development.
  • Increased first-contact resolution rates by implementing thorough quality assurance measures across all support interactions.
  • Used Microsoft CRM to manage and process support actions and requests.

Education

A+ Certification - Computer Hardware And Networking

Hunter Business School
3601 Hempstead Tpke, Levittown, NY 11756
09-2012

High School Diploma -

Lynbrook High School
9 Union Ave, Lynbrook, NY 11563
06-2008

Skills

  • Scheduling jobs
  • Managing service operations
  • Health and safety compliance
  • Field operations
  • Staff management
  • Payroll management
  • Scheduling coordination
  • Hiring and training
  • Customer billing management
  • Creating estimates
  • Problem-solving
  • Attention to detail

Timeline

Field Service Manager /Technical Project Manager

Linear Technologies
08.2022 - 02.2025

Technical Support Team Lead

Napco Security
06.2012 - 07.2022

A+ Certification - Computer Hardware And Networking

Hunter Business School

High School Diploma -

Lynbrook High School

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Joseph Alfano