Rodney Bevan
Kearney,MO
Summary
Self-motivated [Job Title] brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff. Results-oriented Support Manager offering [Number] years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Tchnical Support Manager
NuSource Financial
01.2022 - Current
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed specialist team to provide technical assistance and customer service.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
Senior Field Service Engineer
NuSource Financial
12.2012 - 01.2022
- Scheduled service calls according to customer location and urgency of need.
- Managed administrative tasks such as maintaining customer service logs and internal service records.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Installed and repaired ITM's, ATM's and Item Proccessing equipment on clients' premises.
- Maintained tools and equipment, parts inventory and library of machine manuals.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
- Repaired and calibrated systems and equipment post-installation.
- Updated and maintained assigned machines per manufacturer specifications.
Field Engineering Technician
NCR
12.1999 - 12.2012
- 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.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Maintained company field response vehicle stocked with repair and replacement parts valued over $25,000.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Tested systems, noting issues and completing preventive maintenance.
Help Desk Manager
NCR
08.1997 - 12.1999
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed help desk consisting of 20 employees and conducted performance evaluations.
- Provided basic end-user troubleshooting and desktop support.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
Education
Bachelor of Arts - General Studies
Missouri State University
Springfield, MO05.1997
Skills
- Quality Control
- Business Analysis
- Staff Management
- Technical Proficiency
- Negotiation and Conflict Resolution
- Employee Coaching and Mentoring
- Business Process Support
- Customer Service Expertise
Timeline
Tchnical Support Manager
NuSource Financial
01.2022 - Current
Senior Field Service Engineer
NuSource Financial
12.2012 - 01.2022
Field Engineering Technician
NCR
12.1999 - 12.2012
Help Desk Manager
NCR
08.1997 - 12.1999
Bachelor of Arts - General Studies
Missouri State University
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