Newsgroups: misc.jobs.resumes
Distribution: world
From: rlundgre@butyng.bu.edu (Roger Lundgren)
Organization: Odyssey Ultraware, Inc
Date: Tue, 29 Dec 1992 02:14:43 CDT
Subject: CUSTOMER SERVICE MANAGEMENT or UNIX SYS. ADMIN. POSITION WANTED





Dear Prospective Employer:

I have seventeen years in Customer Service management and have recently
augmented those skills with an intensive immersion course in UNIX System
and Networks Administration.

Some of the areas in which I have exceptional skills are:

     *   UNIX Systems and Networks Administration
     *   Management of hardware and software professionals
     *   Personnel Administration(hiring, evaluating, motivating)
     *   Employee Enhancment
     *   Client/Customer Relations
     *   Profit Center and Goal Management
     *   Call Dispatch, Contracts and Logistics Administration
     *   Statistical Planning

Currently I am seeking a Customer/Technical Support management or System
Administrator position. I am open to relocation for the right 
opportunity and salary requirments would be dependent upon geographical
location.

My resume with some of my accomplishments follows.

Regards,

Rodger L Lundgren

------------------------------------------------------------------------


                            Rodger L Lundgren
                         3 Little Bear Hill Road
                          Westford, MA 01886-3938
                             (508)692-3217
                          rlundgre@butyng.bu.edu



                                 OBJECTIVE

Customer/Technical Support Manager or Systems Administrator position
that would best utilize my management, customer, technical and support
skills.


                              SPECIAL TRAINING

Boston University - Corporate Education Center - Tyngsboro, MA     1992
UNIX Systems Focused Development Process

   A highly technical and hands-on immersion program on UNIX System    
   Administation, Shell Programming and Network Communications.


   *   UNIX System Administration - (System V, SCO) Analyzed, evaluated
       and exercised filesystem and utility processes; multi-user   
       accounts and security; backups and restores. Tuned kernel
       parameters and performed O/S and application installations and
       updates.

   *   UNIX Shell Programming - (Bourne and Korn) - Wrote and exercised
       script routines for menu-driven databases.

   *   UNIX Networks - Installed and administered modem and direct
       connect communications using CU and UUCP. Installed multi-node
       TCP/IP network and utilized FTP, NFS, Telnet and "r" commands.



                      EXPERIENCE AND ACCOMPLISHMENTS


ADVANCED VIDEO PRODUCTS, Littleton, MA                       1991 - 1992

Customer Service Manager

Revitalized and managed Customer Service department for a medical
computer company with PC-based products in Teleradiology (medical
imaging) and PACS (Picture Archiving and Communications).

   *   Increased contract revenue by $267K in first three months by
       initiating procedures and tracking mechanisms for contracts,
       installations, call capture and problem escalation.

   *   Decreased customer complaints for Dealer serviced products 70%
       by implementing Dealer service standards and monitoring results.

   *   Decreased on-site service response for company serviced products
       from 2-days to less than one by establishing remote service 
       locations.

   *   Initiated after-hours software support resulting in improved
       service during hours equipment was being used most.

   *   Initiated new service offerings with alternatives for response 
       time and depot repair resulting in additional $95K revenue.



SCHLUMBERGER (Applicon)                                      1973 - 1990

Senior District Manager, Costa Mesa, CA                  1985 - 1990

Managed 9-state district with 25 hardware and software support
professionals. Products included DEC Vax and Sun workstation product 
lines as well as VMS, UNIX (Sun O/S, BSD) and CAD/CAM applications.

   *   Exceeded budgetary goals by realizing $9M revenue and profit
       margins of 47.8% (5% above plan). Received two straight
       performance awards.

   *   Negotiated service contracts including a $2.5M, 3-year agreement
       at Sandia National Labs, Albuquerque, NM.

   *   Increased customer satisfaction level of S/W support from 5.5 to
       8.4 by administering Application Engineer account assignments.


Area Support Manager, Los Angeles, CA                    1982 - 1985

Managed technical support, dispatch and logistics functions for the 
Western United States.

   *   Instituted and managed several special projects to improve
       service quality. Among these were:

       .   Preventative Maintenance schedules and procedures
       .   Installation Planning Guide
       .   Power and Grounding specifications and procedures
       .   Site Management Logs
       .   ECO/FCO scheduling and tracking
       .   Remote Modem Support

   *   Received Outstanding Achievement Award

District Manager, Dallas, TX                             1976 - 1982

Field Specialist, Dallas, TX                             1975 - 1976

Field Engineer, Burlington, MA & Dallas, TX              1973 - 1975


DIGITAL EQUIPMENT CORPORATION, Maynard, MA                   1971 - 1973

US NAVY                                                      1967 - 1971



                            EDUCATION

Iowa State University, Ames, IA, A.A.S. Elect Tech           1964 - 1967
National Assoc. of Service Managers Management Program       1976 - 1978
Richland Community, Dallas, TX, Business Courses             1980 - 1982
Schlumberger, Various Business Courses                       1982 - 1989
Boston University, Tyngsboro, MA, UNIX Systems Administration       1992


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