Experience

Middlesex County Board of Social Services
• Individual and Family Services
• 1 - 100 Employee
• Rick Ciktor

  • Mar 2015 - Present

Senior Stock Clerk
• Middlesex County Board of Social Services

  • Mar 2013 - Present


CMS Communications

• United States
• Telecommunications
• 1 - 100 Employee

• Operations Manager

  • Mar 2006 - Aug 2013

  Personnel Supervision * Perform weekly conference calls with technical staff. * Training and development of technical staff. * Account allocation. * Communication of company direction and policy changes. Project Management * Management of all installs, upgrades and Major Mac projects. * On site supervision. * Timeline creation and management. * Sign off documents. * Equipment inventory and back order issues. Management of sub contractors. Assist and work with National Installation Team. Effective allocation of resources management of overtime. Issue Escalation * NEC and Rolm/Siemens Technical Assistance resources. * Upper Management and sales account team. Customer Service * Meet with all new maintenance accounts * Present new customer package and explain CMS service process and escalation * Introduce primary technician. * Perform and document site survey and initial PM. * Meet with Top 10 revenue producing accounts on a quarterly basis. * Call Top 10 revenue producing accounts on a quarterly basis. * Escalate and resolve services issues on a timely basis. Sales Support * Participate in customer presentations as requested. * Assist sales personnel with technical questions. * Attend sales meetings as requested by sales management. * Make technical resources available for presentations as requested. * Gather site survey and bay face information for quotes. * Communicate service issues to account managers and sales management. Show less



Siemens Enterprise Communications

• India
• Telecommunications

• Enterprise Customer Operations Manager

  • Jan 1983 - Jun 2002

  Maintained High Level of Customer Sat protecting 6 million dollars in service revenue. Provided single point of contact for all customer sat issues internationally. Project managed global PhoneMail software upgrades. Functioned as Customer Advocate within Siemens and became part of customer team. Provided coordination of resources to ensure successful installations. Maintained High Level of Customer Sat protecting 6 million dollars in service revenue. Provided single point of contact for all customer sat issues internationally. Project managed global PhoneMail software upgrades. Functioned as Customer Advocate within Siemens and became part of customer team. Provided coordination of resources to ensure successful installations.



Rolm

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Field Manager

  • 1985 - 2002

  Managed staff of customer engineers providing maintenance and repaair services to customer accounts ranging from small to complex computer systems. Created high employee morale while achieving increased productivity. Achieved high levels of customer satisfaction while staying within operational and financial objectives. Actively participated in service business to maximize revenue through service offerings and promotions. Protected existing maintenance contracts by close communication with customers and developed plans for competitive win back strategies, which included first a.m. technician stops, combined service and install visitsand discounting when appropriate. Managed parts inventory, income and expenses to stay within budget for territory. Oversaw customer engineer training requirements and productivity tools. Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Field Manager

  • 1998 - 2000

  Managed staff of customer engineers providing maintenance and repaair services to customer accounts ranging from small to complex computer systems. Created high employee morale while achieving increased productivity. Achieved high levels of customer satisfaction while staying within operational and financial objectives. Actively participated in service business to maximize revenue through service offerings and promotions. Protected existing maintenance contracts by close communication with customers and developed plans for competitive win back strategies, which included first a.m. technician stops, combined service and install visitsand discounting when appropriate. Managed parts inventory, income and expenses to stay within budget for territory. Oversaw customer engineer training requirements and productivity tools. Show less