Charles Harrington

About Charles Harrington

Service and Support Manager with over 20 years of experience in most aspects of business…

Experience

1. Service and Support Manager

   Advance2000

   Jan 2008 — Present · Williamsville, NY, US

   During my tenure with — beginning as an Intern I quickly transitioned to the role of a Field Engineer. As continued expanding I was promoted to a System Engineer, and now finally in my current position as Manager of Service and Support — my technical and leadership skills continue to grow on a daily basis.As a Field/System Engineer I acquired a critical understanding of the needs and expectations of both our existing and potential customers. These positions allowed me to learn, build, architect, and manage a wide range of technical services. This knowledge and experience has been put to use serving our customers, as well as teaching and promoting services and solutions.In my current position as Service and Support Manager I have the privilege to continuously work to provide cutting edge Customer Service and Cloud Services. Included, but not limited to, Leading teams totaling 20 plus members ranging from Engineers to Service Coordinators- Restructured Support Teams to improve inefficiencies to service delivery as well as operational work flow throughout the Organization. This led to decreasing support issues by 66% while increasing customer satisfaction rating to over 98%- Improved Call Response time to less than 30 seconds- Built a Service Desk program that trends closing 80% of issues before needing escalations of any kind- Help Develop and Manage cutting edge after-hours support program- Liaison between Service and Sales to improve operational work flows and new opportunity management- Built and Manage Support for multi-million dollars in recurring professional services revenue- Implemented ongoing opportunities, service reviews, one on one mentoring, and personal growth initiatives.

Education

• Alfred State College - SUNY College of Technology

  BAC, Network Administration

  2004 — 2008

Skills

• Dhcp
• Switches
• Disaster Recovery
• Vmware Esx
• Virtualization
• Network Administration
• Network Design
• Systems Monitoring
• Software Documentation
• Cisco Technologies
• Operating Systems
• Hyper-V
• Project Planning
• Windows 7
• Troubleshooting
• Microsoft Exchange
• Security
• Shoretel
• Vmware
• System Monitoring
• Active Directory
• Windows Server
• Hardware
• Servers
• Windows Xp
• Server Administration
• Dns
• Data Center
• Microsoft
• Firewalls
• Cloud Computing