DENNIS PIKE
7443 Spillway Rd. Lot 58, Lisbon Oh. 44432
Home: 724-709-4928 - Cell: 724-709-4928 - dennispike647@gmail.com
Technical Support Manager: Overseeing multiple technical support offices globally, maintaining the highest level of support for customer's equipment through coaching, mentoring, training updates and weekly online meetings.
Documentation Management: Implemented drawing and procedure management systems. Extensive background in technical writing.
Manager Information Systems: Installed networks; managed and grew the system to hundreds of worldwide clients; installed and managed server applications to include Oracle, ADP server, AutoCAD, Siebel and Salesforce.
Product Support Manager: Managed team of ongoing support for products in the field involving mechanical and electrical design changes; to include drawing and procedure revisions.
Applications Engineer: Responsible for the design and implementation of Computer Aided Manufacturing (CAM) devices and equipment.
Service Technician: Extensive background in servicing and troubleshooting equipment returned after extended field use.
Creative professional with extensive project experience from concept to development. Experienced in Customer Support, most relevant to IT and the Technical Support industry. Familiar with Enterprise Support Applications.
Exceptional organizational skills Microsoft applications skills
Engineering/project management Production procedures experience
09/2023 to 10/2023 Jonathan Dickinson State Park / Ranger Station Attendant
04/2023 to 05/2023 Suwanee River State Park / Field Maintenance
01/2023 to 03/2023 Koreshan State Park / Field Maintenance
01/2022 to 04/2022 Koreshan State Park / Field Maintenance
01/2021 to 04/2021 Koreshan State Park / Field Maintenance
01/2020 to 04/2020 Delnor-Wiggins Pass State Park / Field Maintenance
06/1985 to 04/2014 Customer Support Manager
Industrial Scientific Corporation – Pittsburgh, PA
15 years managing multiple technical support offices globally located in France, Great Britain, Switzerland, China, Singapore, Australia, Canada and our Corporate office in Pittsburgh.
Primary objective to maintain highest level of support for customer's equipment through training updates (visiting offices 4 - 6 times a year) and weekly online meetings (typically skype, and Salesforce Groups).
Creation of and updates to procedural documentation followed by training were a priority.
Provided bi-yearly reviews and regular coaching to 35 technicians, to constantly improve skills in order for them to provide the best possible customer experience, every transaction,every time.
Implemented ticketing systems to manage and process actions taken.
Managed customers' expectations and experience to a high degree of customer satisfaction.
Managed teams answering telephone calls promptly and minimizing delays that could lead to abandoned calls.
Worked closely with team members to meet or exceed all customer service requirements.
Maintained high departmental standards for quality and productivity metrics.
01/1975 to 09/1984 General Laborer
LTV Steel – Aliquippa, PA
Working on coke ovens and related labor and machine operation jobs.
06/1971 to 07/1974 Morse Intercept Operator
United States Army – Stationed in Japan
Duties connected with confidential interception of communications for which I possessed a security clearance.
Confidential Level
1985 Certificate in Computer Technology:
Computer Data Institute - Pittsburgh Homestead, Pennsylvania PA
Top of class
Emphasis in computer troubleshooting.
1975 Electronics Technology:
Community College of Beaver County - Monaca, PA
One year toward Associate Degree in Electronics Technology
1971 High School Diploma:
Hopewell High School - Aliquippa, PA
General Studies