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CV Ivor Gooden
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Telephone: (1234) 5678910. Mobile: 12345 67890. Email: Ivagooden@email.com

T E C H N I C A L S E RV I C E M A N A G E M E N T
 S e r v i c e M a n a g e m e n t – C u s t o m e r S e r v i c e s – I . T. – H u m a n R e s o u r c e s 

Possessing a passion for creating and delivering a culture of customer service excellence and developing
business through the use of IT, the development of personnel, managing change and implementing new
projects. Dealing with people to board level and benefiting from a highly technical background. I am
now looking for similar but challenging appointment preferably within Service Management that offers
genuine career progression.
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AREAS OF E XP ERTISE
• Service management • Customer Service • Presentations
• Strategic / roadmap planning • Staff training / development • Call control
• Inventory management • Human Resources • Computer literacy
• Contract management • Financial control / budgeting • Distribution
• Purchasing • Team leadership • Quality Assurance

PROFESSIONAL DEVELOPMENT
Member Association for Service Management (Europe) 2002
ONC Electronic Engineering 1984
HNC Microelectronics (part completion) 1998
Certificate Employment Law 2002
Certificate Supervisory Management 2000
Various courses: ISO 9002, BS7799, Fundamentals of Management, Executive Development,
Management, Finance and Budgeting, Customer Service Skills, (various military courses).

PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS

Sysmex UK has an international reputation as a “Centre of Excellence” and is
proud to have experienced exceptional success over recent years.
• I have been instrumental in building this reputation and helped the company rank as 2 nd in terms of
world market share through the success of our haematology products, and providing quality, reliability
and excellent customer service.

SERVICE OPERATIONS MANAGER 1996 – Present

Sysmex UK Ltd., Milton Keynes
Reporting to the M.D. and responsible for the technical service department (24 staff, only 13 on
appointment) including field based, workshop and administrative personnel. Liaising externally with
suppliers, NHS finance departments, contractors and customers.
• Instrumental in increasing profit margins (in line with expectations) achieving departmental income of
over £2 Million which comes predominantly from the sale of service contracts.
• Familiar and involved with the implementation of ISO 9002 and BS7799 Quality Systems. Presently
assessing new Service Management Systems for implementation in 2005.
• Making regular presentations (including financial and performance reports) at domestic and
international, technical and planning meetings (frequently at our European HQ in Hamburg).
• Assessed and implemented a customer satisfaction survey that allowed service strategy to be set for
the next 5 years.
• Established a new fully integrated service management system.
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PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS (CONTINUED)

As Staff Trainer/Developer (experience gained in all aspects of HR/ personnel work).

• Evaluated technical training programmes and gave motivational talks for staff in customer service
excellence within the company.
• Delivered new training solutions that met the needs of the business and the people.
• Follow-up research resulted in increased profits improved budgets and morale.

EUROPEAN TECHNICAL SPECIALIST 1993 – 96

Sysmex UK Ltd., Milton Keynes
• Introduced coagulation systems throughout Europe.
• Provided technical training and support for European distributors and end-users of Sysmex equipment.
Attended technical training in Japan.
• Forwarded and approved recommendations re: current and future products as a European trouble-
shooter and Liaison Officer between all European distributors and the development group in Japan.

FIELD SERVICE ENGINEER 1991 – 93

Sysmex UK Ltd., Milton Keynes
• Responsible for the repair and maintenance of all haematology and coagulation equipment supplied by
Sysmex, predominantly at NHS hospitals this also included veterinary and research laboratories.
• Fault finding to component and PCB level, preventative maintenance and telephone support.

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H.M. FORCES (Royal Electrical and Mechanical Engineers) 1982 –

91
Synopsis: Control Equipment Technician, (providing technical services in a variety of appointments).

Medical & Dental Technician, REME (1988-91)

• Responsible for repair and maintenance of many items of medical equipment. At the Falklands I was
totally responsible for all hospitals and medical centres in the South Atlantic.

Control Equipment Technician. REME (1982-88)

Worked on military equipment including the Chieftain and Challenger tanks in both regimental and
workshop environments.
• Specialised in all electronic aspects of chieftain and challenger tanks, specifically control equipment
and laser range-finding systems.
• Led a retrofit team of 14 persons, modifying the army’s first 120 challenger tanks.

Rank on leaving was corporal with an exemplary record of service.

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Languages: Limited German.

Interests and Pastimes: Family, fishing, golf, cycling and keeping fit.
Attending customer service seminars.
Status: Living with partner, 1 child.
Born: 1965.

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