Michael Smith
Kansas City ,MO
Summary
Hardworking Technical Support Manager reduces costs through [Action]. Motivating leader effectively manages teams of up to [Number] using proactive communication and resourceful approach to problem-solving. [Number]-year track record of collaborating with senior management to implement company-wide policies. Successful at optimizing security standards, improving planning processes and managing systems implementation. Knowledgeable about disaster recovery planning, roadmapping and team development.
Overview
34
34
years of professional experience
Work History
Technical Manager
Xerox Corporation
07.2019 - 02.2024
- Authored best practices documentation for use in new personnel onboarding processes.
- Recruited, placed, and oversaw project staff for optimal project results.
- Implemented effective performance metrics to monitor technician productivity, identifying areas for improvement and driving continuous development of skills within the team.
- Collaborated with stakeholders to transform client requirements into turnkey solutions.
- Delivered comprehensive technical training programs for staff members, enhancing overall team competency levels.
- Managed 21 employees both field and onsite technician's
Area Service Coordinator
Xerox Corporation
02.2017 - 07.2019
- Established and maintained service schedules for several projects to help plan organize workload.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Covered for my manager
Customer Service Engineer
Xerox Corporation
12.1989 - 02.2017
- Exceeded performance metrics consistently by prioritizing tasks based on urgency and impact on business operations.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured hardware, devices, and software to set up work stations for employees.
- Led onsite installations of hardware systems for major clients, ensuring smooth integration into existing infrastructure without disruption to daily operations.
- Serviced different types of machines within Xerox digital office both color and black and white... Workcentre 7120 ,7535, 7970
- Production B/W Nuvera's
- Production Color Versant, Igen
- Production Inkjet Rialto
Education
Associate of Applied Science - Technical Service
DeVry University
Kansas City, MO06.1989
Skills
- Internal Communications
- Network configuration
- Competitive benchmarking
- Enterprise Architecture
Timeline
Technical Manager
Xerox Corporation
07.2019 - 02.2024
Area Service Coordinator
Xerox Corporation
02.2017 - 07.2019
Customer Service Engineer
Xerox Corporation
12.1989 - 02.2017
Associate of Applied Science - Technical Service
DeVry University