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Francis Pough
123 Null Ave, Fake City , NY 12345 | Cell: 000.123.111 | Email: fakeemail@pretend.com


PROFESSIONAL SUMMARY
Dedicated Operations Manager who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations, and increase productivity. Enthusiastic team player with a strong work ethic and complex problem solving skills. Well versed in contract negotiation and process improvement. Apply in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and business expansion.


CORE QUALIFICATIONS
Effective leader Strategic planning Negotiations expert Knowledgeable in all call management systems Six Sigma certification Procedure development Cost reduction and containment Conflict resolution Consensus building techniques Process improvement strategies Contract management Relationship building Training and development Customer service oriented Systems implementation Goal focused


EXPERIENCE
NIELSEN COMPANY Oldsmar, FL 03/2010 to 06/2014 PC Support Team Leader Chief Local Area Network (LAN) Administrator for US Field Operations, communicating all policies and procedures regarding remote and local computer usage; insured the security of all company information. Managed the repair work done on all desktops and laptops. Collaborated with third party vendors and offshore Infrastructure support. Trained, coached, and mentored staff to ensure smooth adoption of new programs and processes. Implemented innovative programs to increase employee loyalty and reduce turnover. Strengthened business model by leading the implementation of newer and better software and hardware usage. Developed a program to repair PCs within one day. Resolved customer issues in a professional, clear, courteous, and straightforward manner. Technical Support Team Leader Managed the day-to-day support needs of technical field force. Led 15 direct reports. Supported equipment that compiled television viewing statistics from family homes. Managed call flow and responded to technical support needs of customers. Installed software, modified and repaired hardware, and resolved technical issues. Followed up with clients to ensure optimal customer satisfaction. 06/2002 to 03/2010


10/1999 to 06/2002 Field Training Specialist Trained new hire field technicians on equipment and policies. Created role playing, simulations, team exercises, group discussions, videos, and lectures to instruct trainees. Assessed training needs through surveys, interviews with employees, focus groups, and consultations with managers. Administered performance reviews to evaluate each participant’s progress. Technical Support Representative Supported the field technicians when they had technical problems. Installed software, modified and repaired hardware and resolved technical issues. Demonstrated professionalism and courtesy with customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Responded to 50 to 70 incoming calls per day from field technicians. Remained up to date on the latest technologies and solutions. 11/1995 to 10/1999


Edna Jones

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