Michael Woodham
Effingham
Summary
Results-driven leader with a background in technical expertise and remote team management. Started as a Dell-certified field technician, specializing in devices, enterprise storage, and networking. Transitioned to managing large teams and accounts across North America, delivering outcomes in secure environments while fostering continuous learning.
Overview
9
9
years of professional experience
Work History
Field Service Manager
F2Onsite
Plano
11.2017 - Current
- Managed field service operations to ensure timely and efficient customer support.
- Coordinated on-site installations and repairs for various equipment systems.
- Coordinated installation and technical support of equipment.
- Provided ongoing support to customers during installation process ensuring proper use of equipment being serviced.
- Oversaw onsite and offsite maintenance, repair and installation jobs.
- Oversaw inventory management for spare parts and necessary tools onsite.
- Developed schedules to optimize technician assignments and resource allocation.
- Increased productivity of field technicians by accurately delegating tasks to many employees.
- Managed daily activities of field service technicians by assigning tasks and monitoring progress.
- Trained and mentored technicians on service protocols and safety procedures.
- Trained new employees on company policies and procedures related to field service operations.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Collaborated with cross-functional teams to improve service delivery processes.
- Implemented customer feedback processes to enhance service effectiveness and satisfaction.
- Analyzed customer feedback to identify areas for improvement in service delivery processes.
- Investigated customer complaints related to quality control issues in the field.
- Utilized problem solving techniques to identify root causes of technical issues encountered in the field.
- Developed and implemented field service policies and procedures.
- Coordinated with vendors to provide timely repair services to customers.
- Initiated process improvements to reduce cost of services.
- Organized, directed, supervised and evaluated the work of assigned personnel.
- Established staff schedules and assignments based on needs and equipment availability.
- Ensured compliance with safety regulations while performing duties in the field.
- Developed strategies for improving customer satisfaction ratings within specified timeframe.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed data collected from previous jobs to determine areas where improvements can be made for future projects.
Education
Associate of Arts -
Tallahassee Community College
Tallahassee, FL07-2019
Associate of Science -
Tallahassee Community College
Tallahassee, FL07-2017
Skills
- Remote team leadership and national field management
- Dispatch operations oversight
- Account management across US and Canada
- Technician training
- Enterprise server and storage systems (eg, VNX, Isilon, Data Domain)
- Networking equipment (Cisco routers, switches, access points)
- Cabling (creation and termination)
- Continuous certification and technical mastery
- Trusted work in secure environments (eg, hospitals, government)
- Commitment to service excellence in remote operations
Custom Section 1
I have completed the following online courses
- Prompt Engineering for ChatGpt
- Management Skills for New Managers
- Work Smarter, Not Harder: Time Management for Personal & Professional Productivity
- Currently working on CompTIA Project +
Timeline
Field Service Manager
F2Onsite
11.2017 - Current
Associate of Arts -
Tallahassee Community College
Associate of Science -
Tallahassee Community College