Regional Service Manager or Field Service Manager or Area Servic

JACK P. DORSEY 1046 Kirkland Lane Lincoln, CA 95648

(916) 872-3175 [email protected]

Summary Technology Service and Support Professional with extensive experience on a wide variety of equipment, networks and software platforms. Areas of expertise includ e ATM, POS, computer systems, telecommunications, logistics, customer service an d project management. Demonstrates success as a manager; leads people through ex ample and provides developmental opportunities. Competencies Include: * * e * *

Self Motivated and Creative * Successful Management of sub contractors Effective Decision Maker and Problem Solver * Management of budget and resourc allocation Focused Employee Development * Quality Recruiting and hiring capabilities Low turnover in technical staff * Proven Sales Support

PROFESSIONAL EXPERIENCE Diebold, Sacramento, California 2007 to 2010 WESTERN REGIONAL SERVICE MANAGER Supported field operations for division of Diebold, providing direction to staff of 43 field technicians. Responsible for meeting Service Level Agreement metri cs and ensuring customer satisfaction. * Implemented seven day rotating schedule, reducing overtime in excess of 15%. * Managed pilot and responsible for all resources of National prospect which con tributed to securing business. * Compiled training document used by support organization, successfully training all project technicians. * Managed equipment refresh project throughout California for a major customer, completing project without interruption of service to customer. * Implemented the transfer of Field Service team to the parent companies field o rganization, successfully creating smooth transition ACCOUNT MANAGER Responsible for supporting multiple major accounts, ensuring service and support requirements are achieved. * Executed service implementation of a new retail customer insuring efficient st artup of contract. * Insured overall success and satisfaction in overseeing service activities for multiple major customers, resulting in meeting and exceeding Service Level Agree ments NCR, Los Angeles, California 2006 to 2007 TERRITORY MANAGER - Los Angeles / Las Vegas Field Service Responsible for Field Service activities including installation and maintenance of Point of Sale, Dell products and ATM equipment. * Insured Service Level Agreements were met as well as monitored important metri cs to insure customer satisfaction. * Supported customer base through on going training for team on new products ins uring effective quality repairs. Jack P. Dorsey Page 2 Verizon Business, Pasadena, California 1999 to 2006 DISTRICT MANAGER - Los Angeles Field Operations

Managed Field Engineering staff, providing installation and maintenance supporti ng diverse networks. Responsible for meeting contract metrics and ensuring cust omer satisfaction. * Successfully integrated combined teams on two occasions as part of company reo rganizations, picking up additional responsibilities and technicians. * Updated Job Descriptions for the combined MCI WorldCom Advanced Networks/UUNET field service team providing clear requirements. * Directed all activities with regards to relocating the support center to anoth er physical location resulting in a seamless move. * Implemented a stand alone inventory system for the multi-million dollar invent ory providing quick access to inventory and audits. General Automation Inc, Irvine, California 1990 to 1999 WESTERN REGIONAL MANAGER - Customer Support Managed a Field Engineering staff supporting full line of products including ins tallation and maintenance. * Introduced direct Field Service Operation in Southwest Region providing outsta nding service for customers. * Established Field Offices in Los Angeles and San Francisco to successfully sup port customers. * Developed Field Service procedures manual resulting in clear guidelines for se rvice technicians. * Re-Negotiated contracts with Sub Contractors resulting in annual savings in ex cess of 25%. * Created and designed service flyers and advertisements for publication resulti ng in unique promotion of service offerings. * Developed and implemented GA's Disaster Recovery Program resulting in addition al service revenues. ELXSI, Los Angeles, California 1984 to 1990 REGIONAL MANAGER, Customer Support Managed all Field Support activities in the Western Region including hiring and training Field Technicians. SENIOR FIELD ENGINEER, Customer Support Responsible for the full line of Elxsi products in the Southwest Region. * Developed proficiency in all hardware aspects of this Multiple CPU Parallel Pr ocessing Architecture. * Successfully supported customers in the Southwest Region until promoted to man agement. * Prepared service related documentation including, customer entitlement guide a nd marketing brochure for prospects providing clear expectations and guidelines. EDUCATION A.S Computer Technology, Los Angeles Pierce College, Woodland Hills, California