John Anthony Flakus

Experience

• 

  DGY Motorsports, LLC

  Jan 1995 - Jan 1998

  Parts Counterperson

  Motorcycles parts counter person

• 

  Best Buy

  Jan 1998 - Jan 2003

  Service Technician Lead

  Supervisor on the Best Buy Services department. This was before "Geek Squad" was introduced. In the Services department, we handled all in store repairs of computers and video equipment.

• 

  OfficeMax

  Mar 2003 - Mar 2006

  Field Technician

  Contracted IT SupportHelpdeskHardware Support

• 

  ITtelligence LLC

  Mar 2006 - Apr 2008

  Field Technician

  Contracted IT support.Worked in the Help Desk, Hardware, and Software departments.

• 

  Wrigley

  May 2008 - Aug 2010

  Client Support Technician

  Migrating end user’s data and performing OS migrations. Ensuring the user’s necessities and requirements are made a priority and ensuring tickets are handled accordingly.Consulting with supervisors and IT managers to develop a strategic asset management system and warranty expiration notifications.Ensuring that resources are appropriately allocated to the appropriate areas of implementation to remain compliant with the SLR (Service Level Requirement)Managing Active Directory accounts, access control objects, and application deployment Show less

• 

  Mars

  Aug 2010 - Nov 2018

  Enhanced teams’ operational effectiveness and efficiency via strategic planning and process creation to deliver and support the business’ mission through the acquisition of new technology and upgrades to the current environment.Established business management relationships with various business areas to determine future levels of request fulfillment and to obtain customer service value perspective.Managed IT capital expenditure and developed use and business cases for deployment justification.Established and maintained healthy business relationships with strategic, tactical, operational, and commodity suppliers to deliver efficient service value to customers, stakeholders, and shareholders.Maintained appropriate SLA levels and collaborated with various tiers, to ensure that OLAs fell within the designated time allocation for service completion.Negotiated various levels of service as a central point of contact between IT service providers and the customer.Created and managed our SIP (Service Improvement Plans) to determine if current SLAs and OLAs are appropriately optimized and meeting customer expectations.Leveraged ServiceNow’s ITSM service management suite to ensure that appropriate SLA levels are maintained and that change requests are handled in a timely fashion.Recognized organizational capability required for projects, while coordinating and documenting the use of service assets that will provide the services necessary to carry out the implementation.Provided and reassured a comprehensive understanding of the business’ position, future plans, and active patterns needed to deliver efficient services to customers, stakeholders, and shareholders.Managed all assigned projects and defines the statement of work (SOW).Developed and managed all aspects of project engagement from planning, communication, schedule, resources, budget, risk, issues, and vendor management. Show less Monitoring resource utilization and comprehending the threshold of IT infrastructure to prevent downtime and ensure compliance with the organization’s operational level agreement (OLA). Builds, configures, and manages Forklift Monitoring Systems (FMS) within site and formulates the project plans to ensure successful communication and transition. Understanding the various levels of demand and establishing business management relationships between the service provider and the customer.Implementing and managing effective access control solutions by leveraging role-based access control (RBAC) methods and provisioning/de-provisioning security principals with a structured identity management scheme.Imaging, configuring and maintaining Dell systems in an enterprise environment, utilizing efficient asset management, and ensuring confidentiality by providing secure access to intellectual properties. Show less

  • Petcare NA Senior Service Analyst

    Mar 2015 - Nov 2018

  • WWY NA Service Analyst

    Aug 2010 - Mar 2015
• 

  Nashville Armory

  Feb 2019 - May 2020

  Event Manager

  Facilitate group events including but not limited to: Greeting client group, education on safety, and ensuring the client's satisfaction while staying within terms of the agreement.Grow the Group Event revenue through marketing at community events and partnering with other businesses such as hotels, party planners and local corporations.Developed new customer experiences to simplify the booking process and reduce the time needed to get the agreement signed and secure a deposit.Help cater to more sophisticated clients wants through customization of their group experience.Secure repeat business from clients by performing regular follow up and offering promotions.Various other tasks as needed to help the business run smoothly: IT assistance, retail, general customer service. Show less

• 

  Franklin Range

  May 2020 - Feb 2022

  • Achieve high levels of sales performance and results through ensuring excellent customer service practices and demonstrating a high degree of professionalism with customers and associates.• Support the General Manager in making changes to office workflows, performing employee evaluations, developing and implementing store policies. • Improve workplace efficiency and keep staff satisfied by acting as an intermediary between upper-level management and entry-level roles who work directly with customers. • Assist with maintaining the store’s visual objectives and housekeeping standards by restocking, straightening merchandise, and ensuring overall store appearance and cleanliness.• Provide education and information to customers on various topics related to the firearm industry.• Help ensures daily operations for both sales and indoor range business is running smoothly and efficiently.• Train new staff, assign specific tasks to other staff, and monitor the team's overall performance.• Receive all incoming inventory accurately, including but not limited to: trade in firearms, vendor firearms, and transfer firearms within a timely manner with accuracy and efficiency following ATF standards.• Assist with store opening and closing procedures including cleanliness, register setup, bank reconciliation, and deposits, and store security. Show less

  • Retail Lead

    Mar 2020 - Feb 2022

  • Sales

    May 2020 - Jan 2021
• 

  Climate Pros, LLC

  Feb 2022 - now

  The Account Manager is responsible for developing long-term relationships with their portfolio of assigned customers. Be the liaison between customers and Climate Pros. Duties and responsibilities: Operate as the lead point of contact for any and all matters specific to your customers.Build and maintain strong, long-lasting customer relationships.Expand customer opportunities with other services we provide.Identify and grow opportunities within territory and collaborate with sales teams to ensure growth attainment.Assist with high severity requests or issues escalations as needed.Visit customer locations one time per week at minimum.Responsible for achieving and maintaining desired gross profit percentage for your customer base.All other duties as assigned. Show less Work from a remote environment to support the Account Manager for a of a major national retail chain.Monitor and maintain customer work orders using In-House software and customer software solution to ensure customer reported problems are being addressed.Update status in customer work order network and ensure that internal work orders and in-house software reflect the work done.Be a liason between the customer and the Field Technician to ensure work is done to the customers satisfaction and that billing and materials are written correctly. Show less

  • Account Manager

    Oct 2023 - now

  • Account Administrator

    Feb 2022 - Sept 2023