1. Customer Service
• Exceptional customer service attitude
• Developed customer satisfaction survey
• Monitor and manage call metrics to ensure
high level of customer satisfaction
• Improved profile of IT group by utilizing
“calling cards”
• Willing to go the extra step to ensure total
satisfaction
Scott Dickinson
IT/Technical Manager
sdickinson17@comcast.net
http://linkedin.com/in/scottarlendickinson
978-365-2517
Communications
• Reputation for developing strong
relationships with management, employees,
customers, and vendors
• Strong written and verbal skills
• Negotiate service contracts with numerous
service providers and vendors
• Effective communicating with both technical
and non-technical people
Leadership
• Ability to work cross functionally
• Effective management/mentoring of
personnel done with a high level of integrity
and respect
• Interface with department managers to
ensure appropriate rollout of hardware and
software solutions
• Oversaw training of new employees
• Lead by example
Results
• Increased productivity 20% by utilizing
5S/Lean management principles
• Saved 10% annually on RMA return of
spare parts
• SLA closure rate of 97% or better
• Regularly meet or exceed project goals
and deadlines
• Creative solutions that reduce costs
Industry Experience
• Managed technical services group in
semiconductor industry
• Managed multi-office IT group
• Internal IT admin support for software
company
• Supervised field service technicians
• Computer hardware service provider/field
service
Technical Knowledge
• Can do attitude towards solving problems
• Microsoft applications and operating systems
and exposure to several versions
• Experience with numerous problem/solution
scenarios
• Knowledge of a large variety of hardware,
including PCs, laptops, servers, printers,
backup solutions, routers, hubs, etc.
Organization
• Attention to details
• Effectively manage multiple tasks
• Able to shift priorities as project
demands change
• Committed to a project from beginning
to completion
• Use organizational skills to facilitate a
more productive work environment.
Education/Training
• BS EET, University of Maine
• AS ET, Eastern Maine Voc. Tech Institute
• Maine Engineer in Training, Certified
• American Management Association
• Fred Pryor Management Seminars
• Microsoft technical courses
• Novell technical courses
• Fluke calibration courses