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Click here or scroll down to respond to this candidateCandidate's Name , Jr. Fredericksburg, VA. 22407 Phone: PHONE NUMBER AVAILABLE ~ EMAIL AVAILABLE1Professional ProfileI am a dynamic and highly skilled professional who has consistently demonstrated progressive advancement and achieved exceptional results. As a Senior Manager, I am respected for my hands-on approach and exceptional work ethic, leading by example to inspire and motivate my team.I am a skilled leader, coach, and mentor, leveraging strong communication skills to build trust and effectively articulate goals. I am forward-thinking and possess strong interpersonal abilities, inspiring my staff to strive for excellence. Some of my strengths include: Fixed Operations Management ISP, Network, and Phone System Software & Equipment Procurement Implementation and Construction Traditional and Digital Marketing Website and Social Media Budget and Vendors Management Staff Training and Development Implementation of BDC / Call Center Professional ExperienceBMW of AlexandriaService Advisor 2/2024 Present Collaborate with mechanics to determine necessary repairs and present cost-effective alternatives, ensuring customer satisfaction and service efficiency. Leverage in-depth product and service knowledge to offer tailored recommendations on parts and service options, aiding customers in making informed decisions. Address and resolve customer inquiries related to service outcomes, appointments, and vehicle concerns in a timely and professional manner. Provide expert guidance on warranty coverage, cost-saving strategies, and trade-in benefits versus vehicle repairs, ensuring customers understand all available options. Build and maintain strong relationships with customers, resulting in a 96% customer satisfaction. Shirlie Slack MitsubishiOn-Call Information Technology Manager 8/2021 Present Provide technical support for the delivery, configuration, setup, and troubleshooting of computer systems, hardware, and software, ensuring smooth operations. Maintain and manage the entire network infrastructure, including computers, iPads, phone systems, overhead music, and Wi-Fi connectivity. Install, configure, and troubleshoot all IT equipment, including computers, servers, printers, scanners, and phone systems, ensuring optimal functionality. Perform network tasks such as pulling, terminating, and testing Cat5E, Cat6, and Coax cables, ensuring robust and reliable connectivity. Ensure consistent network performance by maintaining proper configuration and monitoring of all related IT and telecommunication equipment.Recon Advisor (SaaS Software Company)Digital Marketing and Operational Director 3/2021 9/2023 Spearheaded critical technical initiatives encompassing process development, R&D strategy, and flawless execution, driving company growth. Established and led a high-performing technical team by aligning goals, recruiting top talent, and fostering collaboration to drive successful project execution. Identified and capitalized on lucrative product and technology opportunities, developing programs that delivered market- ready solutions. Defined the interaction between application packages, databases, and middleware systems to meet end-user requirements, ensuring scalable, maintainable, and effective architectures. Provided guidance and governance throughout the software development lifecycle, including detailed documentation for architecture, design, component integration, and testing. Oversee all aspects of digital advertising campaigns, including managing retargeting, marketing automation, landing pages, keyword analysis, and leveraging Google Analytics and Google My Business for optimization. Ensure timely implementation of new websites and deploy updates promptly, contributing to efficient digital infrastructure management. Conduct day-to-day website maintenance, including constructing web pages, publishing multimedia content, resolving issues, and providing comprehensive web support.Huber Motor Cars Mercedes-Benz, Volvo, and Huber Collision Digital Marketing and Information Technology Director 9/2021 4/2023 Oversee the procurement, configuration, installation, and maintenance of computers, software, VoIP phone equipment, and adding PCs and servers to the network, including configuring VPNs, remote access, and CCTV security systems. Manage relationships with third-party vendors and act as the Administrator for various applications, ensuring seamless integration and operation of key platforms. Handle new employee onboarding, setting up user accounts, permissions, and passwords while providing training and system overviews to ensure smooth transitions. Collaborate with general contractors to optimize locations for network equipment, electric wiring, cabling, and installation, including overseeing EV charging stations and advanced parts management systems. Provide technical assistance for delivery, configuration, maintenance, and troubleshooting of computer systems, ensuring continuous operational efficiency.Mercedes-Benz of AlexandriaDigital Marketing and Information Technology Director 11/2013-8/2021 Digital Marketing Manage end-to-end lifecycle marketing strategy, encompassing digital campaign launches, social media marketing, reputation management, and website strategies to drive dealership traffic. Oversee all aspects of digital advertising campaigns, including retargeting, marketing automation, keyword evaluation, dynamic phone number tracking, tag management, and web analytics, ensuring campaign success. Optimize Google My Business (GMB) listings and manage closed-loop web analytics, email campaigns, and landing page development for improved digital performance. Supervise external marketing agencies, ensuring the timely launch of a new website and deployment of necessary updates in alignment with dealership brand standards. Conduct website maintenance, including content design, issue resolution, multimedia publishing, and web support, to enhance user experience and operational efficiency. Information Technology Served as the purchaser, administrator, and installer of all electronic and VoIP phone equipment in the dealership, body shop, and detailing shop. Managed the dealership's equipment inventory, including configuring VPNs and remote access to PCs, servers, phone systems, and CCTV Security systems. Worked closely with General contractors to determine the best locations for Network equipment, electric wiring, and network cabling during department remodels and installation of the Parts Department Kardex Remstar - "electric parts dispenser." Also installed and managed multiple departments' Body Shop CCCONE servers and Key Machines. Maintained the network infrastructure of all computers, iPads, overhead music, and telephone systems, including Wi-Fi connections. Responsible for installing, configuring, maintaining, and troubleshooting all computers, servers, printers, scanners, phone equipment, and software, ensuring optimal functionality. Additionally, responsible for pulling, terminating, and testing Cat 5E, Cat6, and Coax cables. Assisted in implementation and served as the administrator for software applications like Dealer Socket, vAuto, Dealer Track, Reynolds and CDK, Xtime, and Vin Solution. Assisted with migrating Reynolds DMS to CDK. Mercedes-Benz of AlexandriaService Manager 11/2008-11/2013 Effectively oversee and operate the Service Department to achieve overall business performance objectives, including team development, sales, productivity, and profitability goals. Prioritize high-quality customer service and satisfaction, exceeding OEM standards while promptly handling and resolving customer complaints.3 Motivate, coach, and lead a high-performing team of Service Advisors, Technicians, Service Call Center staff, Valet, Floaters, and Detailers to ensure a productive work environment. Supervise and manage the workload and schedules of all Service department team members, ensuring maximum efficiency and productivity in daily operations. Coordinate with the Shop Foreman to ensure quality control and timely service/repairs while overseeing the loaner/rental car program, maintaining a focus on excellent customer service. Mercedes-Benz of AlexandriaBusiness Development Manager 4/2005-11/2008 Established and implemented the Business Development Department/Call Center, designing dealer processes for multiple departments in alignment with Mercedes-Benz guidelines. Oversaw Service Call Center staff, Front Desk Receptionists, and Internet Manager, managing payroll approvals and staff schedules to ensure smooth operations. Managed the scheduling of Service and Sales appointments and coordinated follow-up calls for Special Order Parts, Sales CRM Leads, Internet Leads, and Customer Surveys. Developed training and dealer process materials for various departments to ensure consistency and compliance with company standards. Managed the customer service survey (CSI) process in Medallia, ensuring timely follow-up by each department to enhance customer satisfaction.Additional ExperienceAmerican Online (AOL) Project Manager II 8/2003-3/2005 Exis Innovation Director of Business Development 6/2000-8/2003 Virginia Lottery Lottery Territory Sales Representative 10/1989-6/2000 Education, Certifications and SecurityInterim-Secret Security ClearanceLongwood University Graphic ArtistGermanna Community College CCNAAllworx Certified Allworx VoIP TechnicianMercedes-Benz Master CertifiedAdditional technical qualificationsIT Procurement and Vendor Management Led the end-to-end procurement of software licensing, hardware, and infrastructure, ensuring compliance with organizational needs and regulatory requirements. Negotiated long-term vendor contracts, securing competitive pricing and favorable terms while managing third-party vendor relationships for optimal service delivery. Procured, configured, and maintained IT systems, including computers, VoIP, and servers, seamlessly integrating them into complex network environments. Implemented comprehensive security strategies to mitigate risks, proactively addressing system vulnerabilities, and ensuring regulatory compliance with high-level security measures.Network Configuration and Maintenance Configured and installed VoIP systems, VPNs, and remote access solutions for PCs, servers, and CCTV, optimizing performance and security across the network. Collaborated with Project Managers and General Contractors to ensure optimal placement of network equipment, electric wiring, and cabling during infrastructure remodels and installations. Managed and maintained IT infrastructure, including computers, iPads, telephone networks, and overhead systems, ensuring seamless Wi-Fi connectivity and operational efficiency.Technical Support and Troubleshooting Delivered comprehensive technical support for system installation, configuration, and troubleshooting, optimizing server and network performance. Led cable management efforts, including Cat 5E, Cat 6, and Coax installations, ensuring efficient connectivity and network reliability. Conducted staff training on troubleshooting and problem diagnosis, refining methods based on user feedback to improve IT support processes. Provided multi-channel support, including phone, email, in-person, and remote access, resolving issues swiftly and enhancing system uptime.Employee Onboarding and Training Spearheaded the onboarding process for new employees, setting up user accounts, permissions, and delivering thorough program/system overviews. Conducted training on office products and applications, supporting day-to-day operations and ensuring users are equipped to navigate IT systems effectively.Strategic Sourcing and Procurement Executed strategic sourcing initiatives aligned with organizational objectives, analyzing supplier proposals for compliance and accuracy. Negotiated favorable terms with suppliers, achieving cost savings and optimizing procurement for hardware, software, and network infrastructure projects. Collaborated with contractors on network setups and infrastructure installations, ensuring long-term efficiency and scalability of IT operations.Product Application Development Established and implemented technical standards for product development, aligning projects with enterprise strategies and ensuring smooth integration of new technologies. Managed IT investment portfolios, optimizing for cost-effectiveness, security, and reliability, while overseeing the complete lifecycle of IT solutions. Monitored and maintained data integrity, enhancing user experience and system performance while ensuring compliance with governance and security protocols.Achievements in Sales and Territory Management Managed a six-county sales territory, driving revenue from $8 million to $13.2 million, a 65% increase through strategic planning and customer engagement. Achieved recognition as Sales Representative of the Month multiple times, demonstrating strong performance and customer satisfaction. Implemented effective sales strategies, leading to increased territory revenue and long-term client retention. Technical Expertise Demonstrated expertise in Windows OS, VoIP, DNS, VPN, TCP/IP, DHCP, and routers, as well as advanced tools such as CRM, ACD systems, and knowledge management platforms. Ensured seamless integration of security protocols across network infrastructures, maintaining operational continuity and system integrity.5Professional ReferencesJim StohlmanMercedes-Benz of Alexandria General ManagerEmail: EMAIL AVAILABLEPhone: PHONE NUMBER AVAILABLEShawn KloppmanMercedes-Benz of Fredericksburg, Volvo Vice President Email: EMAIL AVAILABLEPhone: PHONE NUMBER AVAILABLELaurie SlackShirlie Slack Mitsubishi Owner and General Manager Email: EMAIL AVAILABLEPhone: PHONE NUMBER AVAILABLEPrinceton MarioghaeExis Innovation CEO and PresidentEMAIL AVAILABLEPhone: PHONE NUMBER AVAILABLE/pre> |
