Resume 6

Manager: Customer Services and Operations

Senior executive with management background in technology and computer support services. Extensive experience in multiple business unit management, senior sales, marketing and operations positions, new business start-ups, turn-arounds, and mergers. Results focused with proven ability in P&L management, strategic planning, reversing negative business trends, maximizing productivity and delivering multi-million dollar profits.

• Organizational Leadership
• Customer Satisfaction
• Product Support
• Marketing Leadership
• Strategic Planning
• New Business Development
• Profitability
• Negotiation Skills
• Service Architecture
• Business Implementation
• Team Selling
• Conflict Management
• Service Quality
• Service Implementation
• Service Level

Led Customer Service Delivery organization to achieve revenue and profit targets. Directed merger activities between Sequent Customer Service and existing service delivery infrastructure.

• Exceeded profit contributions with an additional 850,000 in profit.
• Accelerated the integration activities between Sequent and Floria business units and completed effort 5 month ahead of schedule resulting in a savings of 610,000.
• Provided organizational leadership to meet and achieve annual revenue growth goals of 5 .
• Established business practices to re-skill workforce for new services while maintaining an attrition rate less that 2 .
• Developed and implemented pro-active strategies to strengthened Floria s competitive edge with service renewal levels at 95 by streamlining business practices.

Senior executive will full responsibility to achieve the financial targets and client satisfaction objectives of the Western Region. Focused primarily on new revenue growth in Value Add Services to complement traditional service offerings. Directed line managers and organization in the major areas of business of Customer Service, Professional Services, Products Sales, Service Delivery, and Network Services.

• Delivered continuous revenue growth of 4 quarter to quarter with annual services of 55M and a profit of 27M.
• Managed sales quotas in three new services areas. Grew revenue from 200K to 2.7M in 6 quarters.
• Services included: Computer Environmental Services, Remote Management Services, and Business Continuity Services.
• Transitioned business unit from traditional break and fix culture to a mindset on gaining a greater share of the customer s technology service investments. The
• Western Region grew from 45 to over 70 of the US corporate services revenues.

Provided leadership to the Alliance Sales Organization and Service Delivery Operations to win Original Equipment Manufacture business. Business goals were focused on revenue growth by delivering desktop and network support to the reseller and OEM channel.

• Achieved annual revenue growth of 52M.
• Won new service agreements from Compaq, Dell, Cisco, Gateway, Toshiba, and Lexmark totaling 260M.
• Proposed and implemented Program Management Offices dedicated to service contract management and increasing service revenues.

Managed major business units of Customer Service, Network Solutions, PC Support Services, and tradition mainframe support. Organization consisted of 15 line managers and 215 people.

• Generated annual services revenues of 60 million and 45 margin.
• Acquired #1 ranking in overall client satisfaction and most improved among leading industry vendors in Western Region by the Gartner Group.

Organizational Behavior
Ottawa University Overland Park KS

Computer and Electronic Technology
North Dakota State School of Science
Wahpeton ND