Lonnie Tromba
(919) 264-4738
Summary
Accomplished Technical Service Manager with a proven track record at Renewal by Andersen, and DC Specialist enhancing customer satisfaction and system uptime through expert incident management and effective problem-solving. Skilled in technical support and operational management, I championed diversity and streamlined engineering processes, significantly improving operational efficiency and product reliability and performance as well as improving customer satisfaction
Overview
32
32
years of professional experience
Work History
Technical Service Manager
Renewal by Andersen
08.2022 - 03.2024
- Participated in industry conferences and workshops to stay abreast of emerging technologies, ensuring our services remained relevant and competitive in the market.
- Maximized system uptime by conducting thorough root cause analysis on recurring problems to prevent further occurrences effectively.
- Improved customer satisfaction by providing prompt technical support and troubleshooting for complex issues.
- Created detailed documentation outlining best practices for common technical issues faced by customers, simplifying future resolution efforts for both internal staff members and clients alike.
- Collaborated with sales teams to provide accurate technical information during the pre-sales process, resulting in increased client confidence and successful contract acquisitions.
- Analyzed existing structures to create plans for modifications and improvements.
VP of Engineering
DC Specialist
01.2012 - 04.2022
- Championed diversity initiatives within the engineering department, creating an inclusive work environment that promoted creativity and innovation.
- Oversaw vendor selection process, negotiating contracts to ensure maximum value for the organization.
- Optimized resource allocation across projects by developing robust workforce planning strategies.
- Implemented automation tools for streamlined workflow management, reducing manual efforts and increasing efficiency.
- Led cross-functional teams to enhance product quality and achieve customer satisfaction.
- Spearheaded research and development efforts to explore emerging technologies that could benefit current or future projects.
- Developed strategic plans for the engineering department, aligning with overall company objectives.
- Streamlined engineering processes by implementing agile methodologies, resulting in reduced project timelines.
- Inspected equipment before and after use.
- Evaluated existing procedures and made proactive adjustments to meet changing demands.
- Established and conducted quality control programs to verify construction projects met required quality standards.
Technical Support Engineer
DC Specialist
06.1992 - 01.2012
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Traveled with sales engineers on customer site visits to respond to specific technical questions.
Education
Associate In Engineering Technology - Mechanical Engineering
Wake Technical Community College
Raleigh, NC05.1992
Associate In Electronics Engineering Technology - Electrical Engineering
Wake Technical Community College
Raleigh, NC05.1990
Skills
- Incident Management
- Hardware troubleshooting
- Business Continuity
- Customer Support
- Planning and coordination
- Technical integration
- Field Operations
- Training and mentoring
- Equipment knowledge
- Quality Assurance
- Personnel Management
- Installation Management
- Vendor Sourcing
- Contract Negotiation
- Financial Administration
- Proposal creation
- Quality Assurance Controls
- Product Development
Timeline
Technical Service Manager
Renewal by Andersen
08.2022 - 03.2024
VP of Engineering
DC Specialist
01.2012 - 04.2022
Technical Support Engineer
DC Specialist
06.1992 - 01.2012
Associate In Engineering Technology - Mechanical Engineering
Wake Technical Community College
Associate In Electronics Engineering Technology - Electrical Engineering
Wake Technical Community College