Customer Service Technical Support

ANDREW ROBERT JONES

San Diego, CA *****

858-***-**** - **********@*****.***

Well-organized and dependable Technical Services Manager with 12+ years of experience overseeing and managing technical repair functions. Proven track record of successfully increasing productivity, reducing operational costs, leading technical support technicians, and utilizing strong problem-solving skills and best practices to mitigate drawbacks of multi-shift work environments.

Work Experience

Technical Services Manager/ Production Manager

Cassida Corporation - San Diego, CA April 2019 to September 2023 Implemented lean processes to increase productivity and improve customer service experience.

• Created departmental budgets and metrics to track spending and employee performance

• Decreased TAT from 7 days to 4 days for all repairs

• Decreased company annual costs of IT by 26%

• (outcome) Decreased Technical department overhead by 18% (how) by evaluating department needs and implementing strategic solutions (what) to close gaps and improve existing systems

• Evaluated existing procedures and made proactive adjustments to meet changing demands. Supervisor, Customer Service

Kontron - Poway, CA August 2015 to April 2019

• Supervised four customer support administrators and one repair warehouse coordinator

● Increased team performance and productivity levels by 25%by leveraging exceptional team leadership and management expertise to supervise 4 customer support administrators and provide performance-driven coaching

• Successful completion of two annual ISO 9001 repair warehouse compliance audits

• Streamlined processes for 25% increase of workload with no additional human resources Technical Support Representative II HME - Poway November 2014 to February 2015

• Answered and completed 45+ customer service calls daily while decreasing in house repairs by 8%

• Assisted customers in identifying issues and explained solutions to restore service and functionality.

• Diagnosed and troubleshot hardware, software and network issues. Factory Repair Supervisor HME - Poway, CA, CA April 2011 to November 2014

• Supervised thirty-eight bench technicians over two shifts, producing 500 plus repairs daily

• Reduced repair costs by 18% annually while Increased repair productivity by 10% annually

• Created and maintained daily and weekly reports for upper management.

• Scheduled and oversaw maintenance, repair and installation activities. Education

Associate of Arts, San Diego Miramar College, 2024 Skills

Service Management, Production Management, Helpdesk Support, Team Leadership, Ticket Response, Customer Service, System Troubleshooting, Problem Solving

• Utilizing processes and procedures to decrease costs and increase efficiency

• Department budget creation and adherence

• Developed and implementation of departmental goals

• Cross-functional process and procedural designs and application

• Using experience and best practices to mitigate pitfalls of multi-shift work environments

• Understanding cultural diversity to improve employee morale and productivity

• Corporate Social Responsibility

• Technical Data Reporting

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