KEVIN LOPEZ
San Pablo,CA
Summary
Seasoned Service Manager bringing 20 plus years of telecommunications experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
25
25
years of professional experience
Work History
District Service Manager
Securitas Technology
09.2019 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Analyzed service reports to identify areas of improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Field Service Technician
ADT Security Systems
04.2017 - 09.2019
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service.
- Tested systems, noting issues and completing preventive maintenance.
Field Installation Technician
Sonic ISP
10.2014 - 04.2017
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
Outside Plant Technician
AT&T
06.1998 - 10.2014
- Implemented training programs to improve knowledge and skills of new technicians.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Installed and configured new devices and system components.
- Responded to service requests during and after business hours.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Performed periodic system upgrades and maintenance to meet industry standards.
Education
Associate of Science - Business Management
Contra Costa College
San Pablo, CA06.2015
Skills
- Preventive Maintenance
- Forecasting
- Corrective Actions
- Data Communications
- Interpersonal Relationships
- Reliable and Responsible
- Service Scheduling
- Supply Ordering
- Continuous Improvements
- Data Entry
- Coaching and Mentorship
- Conflict Resolution
- Financial Records
Timeline
District Service Manager
Securitas Technology
09.2019 - Current
Field Service Technician
ADT Security Systems
04.2017 - 09.2019
Field Installation Technician
Sonic ISP
10.2014 - 04.2017
Outside Plant Technician
AT&T
06.1998 - 10.2014
Associate of Science - Business Management
Contra Costa College
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