Resume 9

Results driven Services executive with over seventeen years experience in high technology. Proven background in staff leadership, revenue achievement, professional services, sales force support and training, budget control, competitive market positioning, and customer training/support for product and service offerings. Experienced in executive level strategic and operational decision making with established and start-up organizations.

• Business Plan Development
• Professional Services Infrastructure Development
• Customer Services Infrastructure Development
• Staff Leadership
• Sales/Business Development
• Consulting and Training Services
• Budget Development and Administration
• Revenue Forecasting/ Attainment
• Customer and Sales Training
• ISO9001 Certification/Quality Assurance
• Distributor/VAR Management
• Customer Service on International Level

A developer of wearable, wireless computer technology and Internet based services for the consumer and research market. A startup company with 30 employees .

Responsible for development and management of a customer services business unit, execution and management of corporate infrastructure, sales and marketing, corporate funding initiatives and customer satisfaction and retention. Report to President and CEO of RuthMedia, Inc.

• Established product and service pricing for consumer and research markets.
• Established product warranty and corporate quality polices and procedures.
• Designed web based customer support infrastructure.
• Assisted in corporate funding initiatives.
• Designed, implemented and manage marketing, sales and service business plans.
• Signed first co-marketing agreement with Cisco Systems.
• Signed first marketing/sales channel with Highmark Blue Cross/Shield.

An 85 million engineering software development company. Over 10,000 customers worldwide, with a direct and indirect international sales force.

Responsible for development and management of a services P&L business unit, consisting of 26M in revenue and 4M in budget management. Key areas of responsibility include service revenue attainment, budget management, pre-sales support, technical support, consulting services, and customer training/retention. Report to President of OBERMANN, Inc.

• Converted internal customer service organization into a successful P&L business unit.
• Increased service revenue over 400 in 5 years
• Exceeded annual revenue quota each year.
• Implemented 6 new service offerings.
• Created sales incentive programs for direct and distributor sales force.
• Developed marketing programs and re-branding of service offerings.
• Maintained over 80 customer retention rate.
• Achieved Above Average customer service ratings for 5 consecutive years by identifying and implementing new processes and software.
• Reduced technical support response time by implementing a worldwide call tracking system.

A software development company for mainframe, client server, and PC based applications. Annual sales of 700 million with 2400 employees .

Responsible for an 8 million consulting and training business unit which also includes business development, revenue forecasting, budget control, remote management of four direct and eighteen indirect reports throughout North America, and direct sales to over 20,000 customers. Report to Vice President Professional Services.

• Designed annual business plans for training and consulting services.
• Improved pre-sales initiatives by developing program for utilization of professional service resources.
• Developed market positioning and collateral for professional services.
• Managed course development and instructional design
• Increased annual revenue 800 in three years by development of a services infrastructure, new service offerings and obtaining sales force commitment.
• Managed proposal, contract and negotiation for 100,000 - 2 Million engagements.
• Designed 4 training facilities in NA.

A 100 million computer outsourcing, facilities management company. Presently known as Affiliated Computer Services.

Responsible for pre-sales support, customer migrations and implementation of automated data center operations. Reported to Director of Operations.

• Provided pre-sales assistance on ten customer migrations.
• Designed and developed automated operations project utilizing AutoMate MVS and CA7.
• Designed and implemented plan for automation of corporate help desk functions.
• Developed and implemented internal services department, which led to the expansion of fee based, customer-training services.

A 1 billion computer outsourcing, facilities management company.

Responsible for daily operational activities, mainframe systems, production schedules and problem determination for hardware and tele-communications.
Reported to Manager Computer Operations.

• Selected out of 400 employees to join the Operations Development program.
• Promoted to shift supervisor in 6 months.
• Made recommendations of process changes that resulted in departmental cost savings.

Customer Service, Sales and Marketing Seminars
Electronic Data Systems ODP program, Dallas Texas
School of Computer Technology, Crawford, Pennsylvania
Kent State University, Kent, Ohio