Tony Hendricks Resume

1. Tony Hendricks
(442) 999-4924
tonyh.mobile@gmail.com
SKILLS PROFILE
• Extensive knowledge of most facets of technology with the ability to quickly learn new products.
• Graduate of the Nsight Leadership Program (Feb. 2011 – Nov. 2013)
• Advanced proficiency in Excel, Access, and other Office products
• Proficient in performance analysis, data trending, and team development.
• Highly analytical and detail focused.
• Self-starter and able to confidently implement change to better the organization.
EMPLOYMENT HISTORY
Pom er oy – IT S DSS F ie ld Se rvice M an ager , In te gr ys Feb. 2016-July. 2017
• Manage 13 Desktop Support Specialist (DSS) technicians and 2 Team Leaders across 7 locations
in Wisconsin and Illinois. Provide indirect leadership to the Software Analyst (Wisconsin), Asset
Coordinator (Minnesota), and SCCM Administrator (Arizona).
• Ensure security standards are followed for deployment and disposal of all hardware per DOD and
Homeland Security standards, including NERC CIP and mobile device encryption.
• Develop new standards and procedures to meet SLA/SLC criteria.
• Develop and monitor department weekly/monthly metrics and present the statistics to Pomeroy
and client senior management.
• Drive new product and project deployment strategies, track and report progress, and report final
results to senior management with a remediation plan for any non-compliant units.
• Review resumés, phone screen, interview and hire new employees.
• Manage the staff schedule including: time-sheet approvals, PTO and OT approvals, adjusting
coverage to fit the department needs, and monitoring absences.
• Attend weekly/bi-weekly operational meetings including: Facilities, office services, hardware
testing and standardization, DSS staff meetings, major projects, major incident remediation, IT
Change Advisory Board (CAB), et al.
• Maintain strong relationships with client employees to ensure a positive customer experience and
contract extension, including developing and presenting QBR data.
• Ensure all inventory reconciliation tasks are completed monthly.
• Manage and review ordering, deployment, repair, recovery, and retirement of ~$20 million of IT
assets. Hardware included Dell and HP desktops and laptops, Panasonic Toughbooks and
Toughpads, Apple iPads, Chameleon routers, and Gamber Johnson docking stations.
• Seek out ways to improve department processes and customer handling to provide exceptional
service to both company and client customers.

2. C el lcom – C usto me r C ar e a nd Ad mi n Sp ecia li st Su pe rvisor Mar. 2013-Oct. 2015
• Provide leadership, supervision, coaching, training, and feedback about performance and audit
results to Repair Customer Care Specialists and Repair Admin Specialists.
• Develop and maintain work order processing and trending analysis tools in Access and Drupal.
Work as liaison between frontline teams, intranet developers, and IT Operations to be sure tools
are available to all team members across departments.
• Develop team members monthly audit criteria, annual evaluation criteria, annual S.M.A.R.T goals,
and rankings for raise and equity adjustment eligibility.
• Train specialists on administrative, service, and sales procedures and techniques, including
accessory sales, AppleCare+ and handset protection sales, insurance replacement eligibility,
warranty replacement eligibility, new and used handset sales, and customer retention
empowerment.
• Interview eligible candidates and make the final decision on new hires for my teams.
• Manage the staffing schedule including: time-sheet approvals, PTO and OT approvals, adjusting
coverage to fit the department need, and monitoring unexcused absences to ensure compliance to
the good standing hours policy.
• Manage indirect reports in the absence of other leadership staff members.
• Handle escalated face-to-face customer inquiries or problems as well as phone calls from
customers or other employees with the goal of developing long-term relationships with customers
and staff.
• Maintain strong relationships with retail and agent employees to nurture a team effort with the goal
of a positive customer experience.
• Ensure all inventory reconciliation tasks are completed weekly, bi-weekly, or monthly, depending
on the product, for ~$2 million in on-hand inventory.
• Safety coordinator and supply orders. Ensure that tech room adhere to fire code, safe practices
are followed with soldering irons, gravity oven, heat gun, etc. Order supplies, including
accommodation for a latex and aerosolized spray allergy.
• Interact with manufacturers on turn-around time and quality control of repaired devices received
from them.
• Generate and analyze reports on department productivity and manufacturer repairs.
• Seek out ways to improve department processes and customer handling to provide exceptional
service to both external and internal customers.
• Manage walk-in customer and agent/retail shipping queues to ensure all customer requests are
handled in a timely and professional manner.
• Ensure cash handling and CPNI (Customer Proprietary Network Information) requirements are
followed for any payments and account changes.

3. C el lcom – T ech Su pp or t Sp ecia li st Aug. 2010-Mar. 2013
• Track and troubleshoot network side and handset issues.
• Handle incoming and outgoing phone support to troubleshoot and resolve escalated residential
broadband, computer, handset, and network side issues.
• Facilitate communication between customers, customer care representatives, technicians,
engineers, and other employees to ensure problems are communicated and repaired.
• Act as Access administrator, trainer, and lead developer for a team of 3 Access developers.
• Develop and implement new decision trees and work order creation criteria for the training,
reporting, and troubleshooting system to maintain the highest possible standard for
troubleshooting and ticket quality.
• Develop and maintain the Tech Support ticket flow and reporting system to encourage the rapid
and equitable repair of potential issues and care for customers.
• Create informational and troubleshooting documentation used for company-wide use for
interactions with customers to prevent passing customers to other departments unnecessarily.
• Monitor Customer Care emails, the sales hotline, incoming tickets, and social media pages for
problems and complaints to quickly identify and repair network side issues.
• Test new devices, platforms, and vendor changes to ease the release of new products and
services.
• Enforce prescribed troubleshooting processes and follow-up with training and coaching
opportunities to both Customer Care Representatives and Team Lead staff.
• Continued creation and implementation of documentation, tools, and processes within the
Customer Care Encyclopedia.
C el lcom – Ser vi ce an d R ep air Te ch ni ci an Jan. 2009 – Aug. 2010
• Diagnose and repair voice and data devices.
• Maintain explicit knowledge of all current and end of life products.
• Maintain a working knowledge of general account and sales practices to better facilitate
interactions between customers and other departments.
• Create documentation for the department's Tips and Trick section for company-wide
troubleshooting use as well as internal documentation of repair processes.
EDUCATION
U nd erg radua te Di pl oma – Bache lo r o f Busin ess Adm in istr atio n 2003 - 2007
U ni ve rsity o f W isco nsin – Gre en Ba y, Green Bay, WI
Busin ess Adm in istr atio n – Em ph asis i n Ge ne ra l M ana gemen t
Min or: Econ omics
H ig h Scho ol Gr ad ua te Di pl oma 2003
Kaukauna High School, Kaukauna, WI