Cory Byer
Fishers,IN
Summary
Multilingual forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement with vast experience in Customer Service, IT and Project Management.
Overview
17
17
years of professional experience
10
10
Certifications
Work History
Manager of Operations
Techy Noblesville
04.2023 - Current
- Manage an electronics retail & repair store in Noblesville, IN with 4 employees.
- Ensure the business stays on track with budget and maintains customer service standards.
- Responsible for hiring and training new team members.
- Promote the business on Social Media.
- Supervise and QC all customer service calls, sales and device repairs to ensure steady revenue growth.
- Develop and implement strategic marketing initiatives to increase brand visibility and attract new clients in the Noblesville tech market.
- Develop and implement strategies to expand the customer base and increase sales
- Develop and maintain strong relationships with local businesses and organizations in Noblesville to attract corporate clients and partnerships.
- Develop and implement employee retention strategies to reduce turnover and increase employee satisfaction
- Monitor industry trends and competitor activities in the Noblesville tech market to identify opportunities for business growth and development.
- Streamlined operational processes by implementing efficient workflow strategies in the first few months.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
Sr. Technical Program Manager
DELL Technologies
08.2022 - 03.2023
- Established Global Services Support processes for the Support and Deployment Services organization to ensure support readiness for the following groups: Customer Support, Professional Services, Partner Services, and Field Support.
- Delivered efficient project management by overseeing cross-functional teams and ensuring timely completion of milestones.
- Enhanced product development for streamlined processes through implementation of agile methodologies.
- Partnered with global customer support and account management teams to resolve service request issues and work with global cross functional stakeholders including engineering, product management, manufacturing, logistics, and QA. Partner with global third-party vendors (Arista and SAP) to ensure processes are in place.
- Collaborated with cross-functional teams to identify and resolve issues related to service requests and ensure timely resolution.
- Managed the implementation and adoption of new technologies and tools to optimize operational efficiency and improve service delivery.
- Lead the development and implementation of new technical programs and initiatives to improve efficiency, reduce costs, and enhance customer satisfaction.
Project Support Team Lead
DELL Technologies
09.2017 - 08.2022
- Provided project creation and back end support for Dell ProDeploy offerings throughout the project lifecycle from initiation to closing
- Led cross-functional teams in US and Panama for successful project completion, ensuring timely delivery and client satisfaction
- Operational liaison between customer and Dell engineering of new computer systems
- Provided support for Dell Federal ProDeploy projects – Fed vetted w/ Secret Clearance
- Utilized Dell tools such as GPT, DSA, DOMS, FUSION, BOLT, Service Now and many more on a daily basis.
- Increased team productivity by 40% within 6 months by having my Spanish speaking team in Panama handle all LATAM requests and the US based team members focus solely on US and Canada based requests
- Improved project efficiency by streamlining communication channels and implementing agile methodologies
Field Deployment Manager/ Project Manager
DELL Technologies
02.2009 - 09.2017
- Managed teams of technicians for computer refreshes/ data migration deployments around the USA
- Responsible for the successful managed deployment (remote and onsite) of business hardware/ software and applications within the customer's environment
- Managed onsite technicians to ensure successful on time/ on budget completion of projects for the Dell PMO
- Optimized deployment processes by streamlining workflows and reducing downtime during system updates.
- Successfully managed sites for large scale PC Deployment projects for Fortune 500 companies such as Exxon Mobil in Houston and Experian in California
- Achieved Dell PM Site Lead of the Quarter 2010 and Quarterly Initiative Award Oct 2011
- Recipient of the award for Dell Project Management Team of the Quarter Dec 2013.
Enterprise Technical Support Senior Analyst
DELL Technologies
05.2007 - 02.2009
- Analyzed and resolved Enterprise level (Servers and Storage) software and hardware issues according to departmental procedures and answer technical questions in French, Spanish and English
- Resolved and/ or escalated customer problems relating to Dell Advanced Server and Storage products or multi-user operating systems (Windows & Linux).
Education
Bachelor of Arts - Language And Linguistics
University of The West Indies
Trinidad And TobagoAdvanced Honors Diploma - Sales Management & Marketing
Cambridge International College
Skills
- Quality Standards
- Payroll Operations
- Training Programs
- Departmental Operations
- Business Operations
- Conflict Management
- Project Management
- Agile Methodology
- Software Process Management
- User Acceptance Testing (UAT)
- Staff Training
- Customer Service Excellence
Certification
Certified Scrum Product Owner (CSPO)
Advanced Certified ScrumMaster (A-CSM)
Master Project Manager Certification (MPM)
Lean Six Sigma Green Belt IT
Microsoft Certified Technology Specialist
CompTIA IT Operations Specialist
CompTIA Green IT Specialist
CompTIA Network+
CompTIA A+
Certified Network Technical Support
CompTIA Cloud Essentials
Power BI Beginner Certificate
Additional Information
I am open to remote/ hybrid work and domestic and international travel as needed.
Languages
Spanish
Native or Bilingual
French
Full Professional
Portuguese
Professional Working
Timeline
Manager of Operations
Techy Noblesville
04.2023 - Current
Sr. Technical Program Manager
DELL Technologies
08.2022 - 03.2023
Project Support Team Lead
DELL Technologies
09.2017 - 08.2022
Field Deployment Manager/ Project Manager
DELL Technologies
02.2009 - 09.2017
Enterprise Technical Support Senior Analyst
DELL Technologies
05.2007 - 02.2009
Bachelor of Arts - Language And Linguistics
University of The West Indies
Advanced Honors Diploma - Sales Management & Marketing
Cambridge International College
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