Tom Blackmon

Experience

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  Panda Security

  Mar 2003 - Mar 2004

  Manager, Corporate Tech Support Team

  Managed Technical Support Department of 11 peopleTeam achieved 89% favorable customer satisfaction rating, highest ever achieved in this department Increased overall efficiency by 8% year over year

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  Best Buy

  Apr 2005 - Jun 2009

  District Field Services Manager

  Recognized as top Field Manager 3 straight years, 2006-2009 Moved client satisfaction up by 400+ basis points during my tenureManaged a team of 27 installers and 12 stores to peak efficiency through routing, analysis and motivation in a fast paced and dynamic environment. Exceeded monthly P&L budget forecast ensure a profitable return

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  Cycrest Systems

  Oct 2009 - Mar 2010

  System Engineer

  Provided Server, Workstation and Network support for 50+ clients on both Windows and Apple platformsSubject matter expert for wireless technology and deploymentSupported clients via remote connections using the Kaseya system

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  Geek Squad

  Apr 2010 - May 2015

  Supported all Geek Squad online support and field operations along the West Coast Alaska and HawaiiManaged team of 7 salaried managers and indirectly 130+ client facing AgentsAchieved top 100 in Company in employee engagement in FY'15. 92% Engagement and 91% participationDelivered top 3 client satisfaction 92% covering both online and field clientsDelivered top 3 utilization (efficiency) at 104% covering both online and field clientsIncreased overall utilization by 11% year over year Show less April 2010 – August 2012 (2 years 5 months)Pacific NorthwestManaged Team of 21 Field Home Theater Installers to peak efficiency through routing, analysis and motivation in a fast paced and dynamic environment. Increased employee engagement to 85%, new high for the areaRecognized as the top Customer Satisfaction team 2 straight yearsAchieved a 65% utilization rate, Record high for this marketFirst team in market to have all installers trained in networking for smart home support and data streaming Was subject matter area expert for leaders throughout the Pacific Northwest Market Area Show less

  • Territory Field and Remote Services Manager

    Aug 2012 - May 2015

  • District Field Services Manager

    Apr 2010 - Aug 2012