Resume 4

• Responsible for services organization including Technical Support, Pre-Sales Support, Consulting & Training at a company that develops testing tools for the performance and scalability of web applications.
• Negotiated & implemented training & consulting agreements with strategic partners and system integrators.
• Established certification program for partners.
• Executive management responsibility for large benchmarking projects with key vendors.

• Hired as a consultant to establish the customer service organization, which includes the technical support, implementation services, pre-sales support and operations groups, for this start-up ASP that develops, integrates and hosts PRM solutions.
• Staffed the organization from two people to a team of nine people.
• Implemented methodologies for ensuring our customers are successfully implemented, deployed and maintain system reliability.
• Instituted infrastructure necessary to ensure ongoing high levels of customer satisfaction.

• Instrumental in working with Concord management to help transition the Customer Service team into Concord s Customer Services team.
• Established the customer service organization, which includes the technical support, consulting and training functions, for this dynamic start-up company that developed application measurement software.
• Developed and implemented all policies and procedures for the services organizations.
• Established methodologies for implementation and support of product offerings.
• Increased staff from 1 person to 8 people to support the company s key customer satisfaction initiative.
• Directed staff in development of training courses for the both implementation and on-going deployment of FirstSense products.
• Responsible for direct interface with Sales Management to help close business and to generate services revenues.

• Overall responsibility for customer service organization, including the successful maintenance and growth of the worldwide customer base for this developer of knowledge management/document management and workflow software.
• Achieved 80 growth in service revenue during 1997.
• Formalized all service departments, significantly improving customer satisfaction as measured independently while ensuring NSI employee adoption of/by-in to new policies and procedures.
• Successfully implemented web based support services for technical support and training.
• Implemented virtual consulting and innovative knowledge base support initiatives.
• Instituted the Open Road Initiative , a first-of-its-type program pairing NSI senior executives with customers in specific high visibility accounts.
• Success metrics include: increased customer satisfaction, improved feedback and development of customer advocates/spokespersons.

• Responsible for worldwide services organization with annual budget in excess of 25 million and revenues in excess of 60 million.
• Managed an organization of 200+ people consisting of software support in the Americas and Europe, Middle East & Africa, nationwide Sales Administration, Pre-Sales Support, Consulting, Education and Corporate Services.
• Reorganized technical support to improve service levels.
• Established multiple levels of service offerings.
• Implemented 24/7 service, utilizing the Follow the Sun model.
• Established company-wide internal training function.
• Established a College & University Program.
• Established World Wide Web service initiatives.
• Corporate responsibility for establishing Customer Oriented Culture .
• Established an expertise exchange program.

• Managed Sales Support, Sales Administration and Corporate Sales Support. Increased customer satisfaction and responsiveness to the market.
• Established the Corporate Sales Support function.
• Built a sales training program consisting of technical and positioning information.
• Regionalized sales support and sales administration functions to more effectively support field sales.
• Developed and implemented a Corporate Visit Program.
• Established the telephone hotline support for prospects.

• Responsible for building the U.S. pre-sales support staff, as well as providing sales support assistance to the company s 11 international subsidiaries.
• Developed and implemented company s first orientation program for sales organization.
• Established a competitive compensation program for sales support.

Managed the Education and Technical Support departments with P&L responsibility for annual revenues in excess of 2 million. Developed standards and programs for employees and the client base.

• Managed a technical support department with an annual budget in excess of 1 million. Established support strategies; developed formal orientation program and implemented yearly business plans.
• Managed a team that developed and taught training curriculum for internal and customer classes. Established a formal training and evaluation program.

Worked in a variety of positions within the computer operations and programming and systems departments.

Extensive management, teambuilding and leadership courses
Attended and coached numerous Solution Selling classes
Northeastern University